Cancellation, no-show and waiting fees

We want cancelling to be fair to riders and drivers. This page shows when fees apply.

Free cancellation. You can cancel free while you are searching for a driver, while you are negotiating, and for 30 seconds after a driver accepts.

Cancelling after a driver is on the way. If you cancel later and the driver was already heading to you, a fee applies: LKR 150 plus LKR 80 for each kilometre the driver travelled towards you, at least LKR 150 and at most LKR 1,500, rounded up to the next LKR 10. Any waiting time already billed is added. Example, illustrative only: a driver who travelled 3.2 km gives 150 + (80 × 3.2) = 406, rounded up to LKR 410.

No-show. Drivers wait 5 minutes at the pickup. After that they can mark the rider as a no-show, and the same fee applies.

Waiting time. Waiting at pickup beyond 5 minutes, and at each stop beyond 3 minutes, is charged per minute at a rate that depends on the vehicle (LKR 3 to LKR 12 a minute).

Unpaid fees. Fees you have not yet paid are added to your next cash trip. If unpaid fees reach LKR 2,000, new bookings pause until they are settled.

Carpool. A rider who joins a shared ride can cancel free for 60 seconds. After that a fee of 15% of the untravelled route applies.

Route and stop changes. Changing the destination or stops during a trip can add a small route-update fee. You see the new fare before you confirm the change.

Disputes. If you think a fee was charged in error, tell us within seven days of the trip through Help and Support in the app or at support@shuttle.lk. If we agree, we reverse or adjust it.

Card. Card payments are not available, so fees are collected in cash only.