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Fee Policy

Last updated: 24 August 2026

Policy version: 2.0. Document date: 24 August 2026. Effective date: 24 August 2026, the date this version is published. It applies to any cancellation or no-show that happens on or after that date, whenever the booking itself was made. Separately, and this is not the same thing: the AMOUNT that can apply to a booking is always the amount that was shown to you in the App when you made that booking, so a later change to this Policy never re-prices a booking you have already made.

What this document is

This Fee Policy states the only two fees that can ever arise on a FairTaxi booking, and the exact circumstances in which each one becomes payable.

It is referred to by, and forms part of, the FairTaxi Rider Terms of Service and the FairTaxi Business Terms. Where either of those documents describes a fee in general words, this Policy states the rule that actually applies. Where a fee condition in this Policy is narrower than the same condition in those documents, the narrower one is the one FairTaxi applies: no fee is ever charged on a basis wider than the one stated here.

This Policy does not state the amounts. The App does. The App shows you the exact amount of each fee that could apply to your booking before you confirm the booking, and the exact amount you will be charged before you confirm a cancellation. If an amount has not been shown to you before you commit, it is not payable. Section A9 sets out where and when you see each amount.

What changed in version 2.0

Recorded here because section A10 requires it.

  1. A3 now states a progress based cancellation rule. A fee arises only where the Driver has actually worked towards your pickup, and never on time elapsed alone. A Driver who accepts your booking and then does not move towards you earns no fee. Cancelling within the first 5 minutes of acceptance is now free without exception. This narrows the circumstances in which a fee can be charged, so it takes effect immediately.
  2. A5 states the arrival estimate exemption as absolute. If the Driver’s arrival estimate has slipped past the stated margin, cancelling is free in every case, including where the Driver has already reached you and the platform has confirmed it. This narrows the circumstances in which a fee can be charged, so it takes effect immediately.
  3. A4 is new: a Cancellation Fee can arise on a pre-booked trip cancelled close to its pickup time. This is a new circumstance in which a fee can become payable. It is in force from 24 August 2026, the date this version is published, and it applies to pre-booked trips cancelled on or after that date. It has never been charged before that date.
  4. A8 is new and states what happens to a fee you owe when the Driver it is owed to leaves the platform.

Part A: The rules

Every rule in this Policy is in force. There are no pending or planned rules held back in this document, and nothing here describes a rule we do not apply. A4, the pre-booked cancellation trigger, is new in this version and carries its own in-force date at the top of its section, because it is the one rule that did not exist under version 1.0.

A1. Who can be charged a fee at all

Fees can arise only on a booking paid by a card saved in the App.

Cash bookings, pay in car bookings and bookings paid on the Driver’s own card terminal are never charged a Cancellation Fee or a No-Show Fee, in any circumstances.

A2. Where the money goes

Each fee is paid in full to the Driver. It is charged as a payment to the Driver on the Driver’s own payment account. FairTaxi does not receive, hold or retain any part of either fee, and takes no commission on it.

A3. Cancellation Fee on a ride booked for now

A Cancellation Fee is payable on a ride you booked for immediate pickup only when all of the following are true at the moment you cancel:

  1. a Driver has accepted your booking;
  2. at least 5 minutes have passed since that acceptance. Cancelling inside the first 5 minutes is always free, whatever has happened in them, including where the Driver has already reached your pickup point;
  3. at least one of the following is true:
    • the Driver has reached your pickup point and the platform itself has confirmed the arrival from location evidence, or
    • the Driver had at least 300 metres to cover to your pickup point when they accepted, and has since closed at least the lower of 2 kilometres and 60 per cent of that distance; and
  4. the arrival estimate exemption in A5 does not apply.

Cancelling is free in every other case. In particular, cancelling is free where the Driver accepted and then made no real progress towards you, and free where the Driver accepted so close to your pickup point that there was no distance for them to cover and the platform has not confirmed an arrival.

A4. Cancellation Fee on a pre-booked trip

In force since 24 August 2026, and disclosed here from the same date. This rule is new in version 2.0 of this Policy. It applies to pre-booked trips you cancel on or after that date; a trip you cancelled before it is not charged under it. If you booked a trip before that date and cancel it after, the amount that can apply is still the amount the App showed you when you booked, as A10 says. Everything else in this Policy is in force too.

A Cancellation Fee is payable on a trip you booked ahead only when all of the following are true at the moment you cancel, and only where you cancel on or after 24 August 2026:

  1. you booked the trip at least 75 minutes before its scheduled pickup time. A trip booked closer to its pickup time than that reserved nothing worth compensating, and only A3 can ever charge it;
  2. you are cancelling within the last 60 minutes before that scheduled pickup time. Cancelling earlier than that is free;
  3. a Driver is attached to the trip, either because a Driver has accepted it or because a Driver is holding it for you. Cancelling a trip no Driver has taken on is always free;
  4. at least 5 minutes have passed since that Driver took the trip on; and
  5. you are the person paying for the trip. Where the trip is paid for by a business account or by somebody else, no Cancellation Fee arises under this section.

This rule does not measure distance or time travelled, because a Driver who holds a booked slot turns other work away whether or not they have set off yet. That is the loss it prices.

A5. The arrival estimate exemption

If the Driver’s current estimated time of arrival is more than 1.2 times the estimate you were given when the Driver accepted, cancelling is free. In other words, if the Driver’s arrival estimate has become more than 20 per cent worse than the estimate you were shown, no Cancellation Fee is payable.

This exemption is absolute. It applies in every case and overrides every other condition in A3 and A4. It applies even where the Driver has reached your pickup point and the platform has confirmed the arrival.

It is written in terms of the estimate you were given when the Driver accepted, so on a pre-booked trip it starts to apply once a Driver has accepted your trip and is on the way to you. Before that, a Driver holding your booking for a pickup that is still hours away has not given you an arrival estimate and there is nothing that can have slipped. If the estimate cannot be established at all on a trip a Driver has accepted, no fee is payable: A7 applies, and we do not charge on information we cannot verify.

A6. No-Show Fee

A No-Show Fee is payable only when all of the following are true:

  1. the Driver marked arrival at your pickup point in the App;
  2. the platform recorded at least 5 minutes of waiting from that arrival. This waiting period is measured and enforced by the platform itself, not by the Driver;
  3. the Driver submitted a no-show claim. A Driver cannot charge this fee. A Driver can only submit a claim for it; and
  4. a person at FairTaxi reviewed the evidence and confirmed that the Driver did arrive and did wait. No No-Show Fee is charged on the Driver’s word alone, and none is charged automatically.

If the arrival evidence does not support the claim, no fee is charged.

A7. Only one fee per booking, and unverifiable data is read in your favour

At most one fee can ever apply to a single booking. A booking that attracts a Cancellation Fee cannot also attract a No-Show Fee, and the reverse. A pre-booked trip cannot be charged twice: A3 and A4 describe two ways one Cancellation Fee can arise, not two fees.

No Cancellation Fee and no No-Show Fee is payable where the cancellation or the no-show is attributable to the Driver, including where:

If any of the information needed to check the conditions in A3, A4, A5 or A6 cannot be verified, no fee is charged. FairTaxi treats unverifiable data as a reason not to charge you, never as a reason to charge you.

Where a fee has already been charged and the charge was not justified, FairTaxi may reverse it after review under the dispute process in the Rider Terms (Section 7) or the Business Terms. Examples of an unjustified charge include evidence that does not place the Driver at the pickup point for the required waiting period, and Driver location data flagged as unreliable. Any reversal is made on the platform and does not affect your separate legal rights.

A8. A fee owed to a Driver who leaves the platform

Each fee under this Policy is payable to a specific Driver, and FairTaxi collects it as that Driver’s agent. Where a fee is owed but not yet paid, and that Driver’s payment account is afterwards closed or can no longer receive money, the amount owed is cancelled. It is not transferred to another Driver, it is not payable to FairTaxi, and any restriction on your account that arose from it is lifted at the same time.

A9. How and when you see the amount

Each fee is a single set amount. It is not a percentage of your fare, it is not worked out after the event, and it is never set by the Driver. This Policy states when a fee arises; the App states what it costs.

If an amount has not been shown to you in the App before you commit, it is not payable.

A10. Changes to this Policy and to the amounts

FairTaxi may change a fee amount or a fee rule only by publishing a new dated version of this Policy recording that the change has been made and the date it takes effect. A change that increases a fee, or that widens the circumstances in which a fee becomes payable, is a material change: it is subject to the material change notice period in the Rider Terms (Section 1.3) or the Business Terms (clause 17.1), and takes effect only after that notice period has run. During the notice period the previous rule continues to apply. A change that narrows the circumstances in which a fee becomes payable takes effect on publication.

The amount that applies to your booking is the amount shown to you in the App when you made that booking. A later change never applies to a booking you have already made.

Every version of this Policy is dated and numbered, and previous versions remain available on request.