When Can a PCO Driver Cancel Rides Without Affecting Their Score
Every PCO driver aims to complete as many trips as possible. However, some situations can cause trip cancellations. For PCO drivers, maintaining a low cancellation score is important for staying eligible on platforms like Uber/Bolt and affording their weekly PCO car hire costs.
These platforms have strict standards for trip cancellations. Drivers who don’t meet those standards can lose their ability to legally drive and earn. On the other hand, drivers with low cancellation scores can get special incentives and high priority on the algorithm.
Fortunately, there are some situations where cancelling a ride doesn’t affect your score. In this article, we will explain what those situations are. We will also explain the situations in which cancelling a ride affects your score. Let’s get started!
Article Highlights
This article covers:
- How does Uber calculate cancellation score?
- Which cancellations do not count?
- Which cancellations affect the driver’s score?
- Risk of unnecessary cancellations, and more.
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How Does Uber Calculate Ride Cancellation Rate
Before April 2025, Uber used to look at your average cancellation rate over the last 30 days. However, their new criteria include a “lookback window” that calculates your cancellation average based on the last 100 accepted trips. Having a cancellation rate of 20% or higher can put your account at risk.
Keep in mind that platform policies keep changing. Always check the official app for current rules.
Which Ride Cancellations Do Not Affect the Driver's Score
The following cancellations will not affect your metrics:
Rider Cancels
In this case, the passenger cancels the trip after you accept it. The system records the cancellation on the rider’s side, and your personal cancellation rate remains unaffected. Similarly, if a rider cancels mid-journey, you receive the fare for the distance and time covered, not the entire trip.
Passenger No-Show
It happens when you arrive at the pickup location, but the passenger doesn’t show up or respond. Uber has a proper procedure to cancel such ride requests.
For instance, you must wait for 5 to 15 minutes at the pickup location, depending on the ride category. The app will show the countdown. You must wait for it to finish. If the rider doesn’t show up after the countdown, tap the “Cancel” button and choose “Rider didn’t show up”. This action triggers a cancellation without affecting your score.
Also Read: Uber vs Bolt Price Comparison for Drivers in 2025
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Which Ride Cancellations Affect the Driver's Score
Most other cancellations will count against you. Some common examples include:
Safety Concerns
Aggressive passenger behaviour or an unsafe location are genuine reasons to cancel trips. However, cancellations due to safety reasons may still affect your score. The automated system often flags it, but you can later report the incident to support. They may manually adjust your score if you provide a solid reason.
Scheduling and Dispatch Issues
If you accept a ride but later see a long pickup time and decide to cancel, it will count against you. Similarly, accepting a trip by mistake and then cancelling it affects your score. Platforms like Uber and Bolt consider ride cancellations based on a passenger’s destination a serious breach of the service agreement.
Medical and Emergency Reasons
Life can be unexpected at times. You may cancel a trip due to a family emergency or a car breakdown. However, the platform will record these cancellations.
Again, you can contact platform support immediately and explain your situation clearly. An agent may review your case and make a manual adjustment in your score. This process offers no guarantees, but it is your only option for trying to protect yourself.
Also Read: Bolt vs Uber Driver Support: Who Actually Has Your Back?
Risks of Unnecessary Cancellations
A high cancellation rate has serious risks. You can lose valuable incentives or access to premium trip types. For instance, the platform may block you from airport rides, which are often the most profitable journeys. Frequent cancellations may also trigger an account review, where the worst-case scenario is deactivation. Uber and other companies reserve the right to remove drivers from their platforms. Losing access to your platform means losing your ability to earn.
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Conclusion
Ride cancellations are part of PCO driving. However, too many cancellations can affect your score or get you removed from the platform altogether. So, cancel your trips only when you are 100% confident that it won’t affect your metrics. Avoid cancellations for personal convenience.
Keep an eye on your platform’s regulations as well. Ride-hailing companies regularly change rules, and staying informed is the only way to avoid violations.
A PCO driver’s most valuable asset is their metrics to build a stable and rewarding career. So, drive smart and protect your score.
Frequently Asked Questions
Does cancelling an Uber ride affect the driver's score?
Yes, driver-initiated cancellations generally affect your cancellation rate/score, except in specific situations like a passenger no-show after the required wait time or when the rider cancels first.
How long does an Uber driver have to wait before they can cancel a ride?
The driver must wait for the countdown on the app to finish before they can cancel for “Rider didn’t show up” without affecting their score. It is typically 5 to 15 minutes, depending on the ride category.
Do Uber drivers get penalised for cancelling trips?
Yes, excessive cancellations count against the driver’s metrics (cancellation rate). Penalties can include losing incentives, losing access to premium trip types (like airport rides), and ultimately, account deactivation.
Does Uber deactivate drivers for a high cancellation rate?
A high cancellation rate puts a driver’s account at risk. Uber reserves the right to remove drivers from the platform for frequent, unnecessary cancellations. A cancellation rate of 20% or higher usually puts an account at risk.
How does Uber calculate a driver’s cancellation rate?
Since April 2025, Uber’s new criteria calculate the cancellation average based on the last 100 accepted trips (the “lookback window”). Previously, Uber considered the average cancellation score over the last 30 days.
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