Version 1.0.1
Cancellation and waiting times fees Policy
06 August 2021
You should go offline when you are not available to undertake trips. Vert reserves the right to enforce a breach of your contractual agreements or restrict access to the platform if you are found to be in breach of the cancellation policy.
Without limitation, Vert considers the following cancellation behaviours to be in breach of the Services Agreement and could lead to your account termination
refusing to complete a trip for a client based on their intended destination
refusing to complete a trip for a client for any reason that would be in breach of relevant discrimination laws and the conditions set out in your Private Hire Driver licence.
Examples of evidence of committing or intending to commit such behaviour include:
contacting a client by phone and asking for the rider's destination before having arrived at the pick-up location
once aware of the destination, cancelling the ride, explicitly asking the client to cancel the ride or behaving in an obstructive way to the natural flow of a trip to encourage the client to cancel the trip
systematic and/or persistent cancellation of trips
not accepting guide dogs or any other service animal caring for disabled people
refusing to complete a trip due to discriminatory reasons, such as your rider's disability, gender, race or sexuality (for example)
You will be able to cancel free of charge if:
You have been involved in an incident or accident
Car malfunctioned*
App malfunctioned*
Waiting time is greater than 10 min in town and 30 min airport and no communication has been established between you and the client
Client is rude or aggressive or not fit to travel
Wrong service selected by the rider at the time of the booking
Incident or accident on my way
Heavy traffic, can’t arrive in time
Client unreachable
Bad location
Any other genuine reason and pending an investigation You might be charged a cancellation fee up to 100% of the total ride fare:
You are requesting the client to cancel trip
If the client cannot find you at the pick-up point and trying to get in touch with you
If you are found to cancel a trip without genuine reasons **
*In this event you will be automatically logged out from your account so we can assist with your issues.
**7 day resolution will apply
Cancellation Policy pre-booked service
You will be able to cancel free of charge if:
You have accepted and cancelled a booking with 24 hours in advance
Any reasons from the Cancellation free of charge above
You will be charged
50% cancellation fee from the total value off the ride if you cancelled between 24h and 3h
100% cancellation fee from the total value off the ride if you cancelled with less than 3 hors from the booking time