Cancellation Policy

Modified on Mon, Jul 15 at 6:05 PM

The OMNI cancellation policy ensures a fair, efficient, and reliable experience for both passengers and drivers.

Passenger Cancellations

Free Cancellation Window
- After the driver accepts your request, you have 3 minutes to cancel without being charged a cancellation fee.

Late Driver Waiver
- If the driver is more than 3 minutes late based on the initial ETA, the cancellation fee will be waived.

Standard Cancellation Fee
- If you cancel in any other case where the driver is not at fault, you will be charged a $5 cancellation fee.
- This fee helps compensate the driver for the time and fuel spent to pick you up.

Dispute Resolution
- If you feel you were mistakenly charged this fee, please contact us. Our customer service team will respond as soon as possible.

Passenger No-Show Fee

Driver Wait Time
- Your driver must wait at the pickup location for 5 minutes before marking you as a no-show.
- After that, you will be charged a $5 no-show fee.

Dispute Resolution
- If you feel you were mistakenly marked as a no-show, please contact us. Our customer service team will respond as soon as possible.

Driver Cancellations

Initial Cancellations
- If a driver cancels more than once, they will be temporarily removed from the OMNI system.

Excessive Cancellations
- If a driver cancels excessively or does not meet OMNI’s standard of customer service, they will be permanently removed from the system.

This policy is designed to maintain a high level of service and ensure that both passengers and drivers have a reliable and respectful experience with OMNI.