Cancellation Policy

Q. Will I be charged for every single cancellation I’ve made?

A. We know that things may not always go as planned, be it entering a wrong address or a last-minute change in plans. To maintain the quality of your booking experience on TADA, you can cancel up to 5 trips in a week *(after a driver has been assigned to you, without incurring any fees).

*The 5 cancellation quota in a week is only applicable to the following:
Prior to the driver’s arrival at the pick-up point; or
Within the 3 minutes grace period upon the driver’s arrival at the pick-up point.
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Q. How does the cancellation policy work?

A.

Abandoning your booking in the “driver search” phase does not count as a cancellation as long as a driver has not been assigned to you.

The 5 cancellation quota within a week are only applicable to the following:

1. Prior to the driver’s arrival at the pick-up point.

2. Within the 3 minutes grace period upon the driver’s arrival at the pick-up point.

A $10 Cancellation Fee applies for the 6th and subsequent cancellations within a week.

A $15 Cancellation Fee applies for any trip cancelled after the driver has arrived at the pick-up point and waited for more than 3 minutes.

Cancellation in a week	Status	Cancellation Fee
1st to 5th Cancellation	Passenger cancelled after driver was assigned.	FREE
6th Cancellation	Passenger cancelled after driver was assigned	$10
6th Cancellation	Passenger cancelled before driver was assigned	FREE
7th Cancellation Onwards	Passenger cancelled after driver was assigned	$10
ALL Booking	Passenger cancelled after driver arrived at the pick-up point and waited for more than 3 mins	$15

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Q. What is the cancellation policy about?

A. As a part of our promise to build a stronger and more reliable ride-hailing platform, we will be running a cancellation fee policy.

This cancellation fee will be introduced to encourage responsible usage of TADA and ensure a positive ride-hailing ecosystem for all TADA users.
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Q. I feel that my cancellation had a good justification and was unfairly charged with the cancellation fee. What can I do?

A. In the event that you feel that you were in an “unfair” situation that resulted in your cancellation, you may appeal your case via email ([e-mail]) or via our TADA app by reporting on the trip where the cancellation fee was charged. Please state the circumstances as detailed as possible and attach any evidence that you may have. You will receive the result of your appeal within 2 weeks. Please note that re-appeals will not be entertained.

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Q. Will there be changes made to the cancellation policy?

A. Ultimately, our cancellation policy may still be subjected to further reviews and changes. At the end of the day, we’d like to assure you that TADA is a platform that is continuously listening and improving. With your help, we can build a positive, sustainable and trust-driven ride-hailing ecosystem together!
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Q. Why was there a charged an additional $10 reflected in the receipt ?

A. As cancellation fee could have be incurred by you from a previous cancellation, the cancellation fees will be added to the next trip taken by you.