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 at 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 the way
- Heavy traffic, can’t arrive in time
- Client unreachable
- Bad location
- Any other genuine reason — pending investigation
You might be charged a cancellation fee up to 100% of the total ride fare if:
- You are requesting the client to cancel the trip
- The client cannot find you at the pick-up point and is trying to get in touch with you
- 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 for 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 listed under "Cancel free of charge" above
You will be charged:
- 50% cancellation fee from the total value of the ride if you cancelled between 24h and 3h before the ride
- 100% cancellation fee from the total value of the ride if you cancelled with less than 3 hours from the booking time
