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Service Types

Last Update 22 dagen geleden

How to add a new service type. Step 1: General Settings How to add a new service type. Step 3.1: Fee settings Dynamic pricing Customer additional fee How to add a new service type. Step 3.2: Driver and customer cancellations

How to add a new service type. Step 3.2: Driver and customer cancellations

Liza

Last Update één maand geleden

Customer cancellation fee

In the Onde.Light solution, there is no cancellation policy for customers, as the system does not include a customer app or the ability to link a payment card in the Web booking panel. As a result, orders are canceled in the system without any commission fees.

Driver cancellation fee (instant bookings)

1. Cancellations After Acceptance

By default, a driver is charged a fee when they cancel an instant job after accepting it. However, a “grace period” (default: 0 minutes) may be configured in the cancellation policy. If a driver cancels within the time set in the “Free cancellation for minutes after booking” field, no fee applies. If the cancellation occurs after the grace period ends, the system charges the driver accordingly.

2. Customer Cancellation – Driver Didn't Show Up

A driver will be charged if a customer cancels the order using the reason “Driver didn’t show up.”This applies when the driver:
  • Is more than 3 minutes late compared to the ETA (or pick-up time for pre-orders), and
  • Is located more than 200 meters away from the pick-up point.
These default values (3 minutes / 0.2 km) are set in Fee Settings → Cancellation Policy and can be adjusted.
  • Minimum for "Free cancellation if the driver did not arrive in": 1 minute
  • Allowed distance range: 0.1 to 0.5 km
If a customer cancels before ETA + the grace period ends, no cancellation fee is applied to the driver.


3. Cancellations While On a Ride (Status: “Transferring”)

If a driver cancels after swiping to start a ride, the system treats it as a mid-ride cancellation, and a fee is charged.

Fee collection and visibility

  • Driver cancellation fees are deducted from the driver’s balance (not credit card).
  • These fees are logged and visible in:
    • Web Booking App → Booking History
    • Driver App → Recent Jobs + Transactions
    • My Hub → Driver Profile → Transactions
    • Order Reports

Driver cancellation fee (pre-orders)

  1. Cancellations Before Pick-Up Time

    Drivers have a default grace period of 30 minutes to cancel an accepted pre-order without a fee.
    This is controlled via the field: “Free cancellation for preorders minutes in advance.”



  • If a driver cancels more than 30 minutes before pick-up, no fee is applied.

  • If they cancel within 30 minutes of pick-up, a cancellation fee is charged.

  • Setting the grace period to 0 minutes means a fee will always apply when cancelling accepted pre-orders.


You can customize the grace period to any value within the maximum allowed pre-order window (30 days, expressed in minutes).

Customer cancellations due to "Driver didn’t show up" and "Cancellations while on a ride" follow the same logic for pre-orders as they do for instant bookings.

What happens after a driver cancels?

Don't worry — when a driver cancels (whether an instant booking or a pre-order), the system:

  • Automatically re-queues the booking for driver search,

  • Minimizes disruption to customer experience, and

  • Places the cancelling driver back into the intelligent queue.

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