Plans change. Safety comes first.

1. Rider cancellation

A rider may cancel a ride request before the trip starts, including after a driver has accepted. During the launch pilot, KW3LA does not charge riders a platform cancellation fee.

A rider may specifically cancel because they do not wish to enter the matched vehicle or travel with the matched driver. This includes an identity/vehicle mismatch, a vehicle condition concern, behaviour that makes the rider feel unsafe, or simply choosing not to proceed before boarding.

2. Driver cancellation

A driver may cancel before trip start for legitimate safety, vehicle, capacity, route or operational reasons. Drivers should cancel promptly rather than leaving a rider waiting. Drivers must not cancel for an unlawful discriminatory reason or retaliate against a rider for raising a safety concern.

3. No-shows and repeated abuse

The pilot does not currently impose an automated no-show charge. KW3LA may record no-shows/cancellations and may warn or restrict accounts that repeatedly create fraudulent requests, deliberately strand participants, harass users, or otherwise abuse the service.

4. After the trip has started

Either party may end a trip early where continuing would be unsafe or unlawful. Move to a safe location where possible. If immediate danger exists, contact local emergency services.

Where a ride ends early for ordinary reasons, the rider and driver should agree a fair amount for transportation actually provided. During the pilot KW3LA does not automatically collect the rider fare or automatically issue rider refunds because the rider pays the driver directly. Contact support with the ride reference if there is a dispute.

5. Driver platform-fee adjustments

KW3LA's driver platform fee applies only to a ride recorded as completed. A properly cancelled ride does not create a completed-ride commission debit. If a ride was incorrectly marked complete or the recorded fare is wrong, the driver should contact support promptly so Pilot Ops can review the ledger and ride record.

6. Future cancellation charges

If KW3LA later introduces a cancellation charge, it will be disclosed clearly before it applies. Any charge will be intended to be reasonable in light of notice, driver commitment, actual loss and applicable consumer law. A future policy will not remove statutory rights, including circumstances where consumer law prohibits or limits a cancellation charge.

7. Complaints

Email support@rospoplabs.ai with the ride reference, what happened, and the outcome you are asking for. See Complaints & Disputes.