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Cancellation policy

Last updated: 25 October 2026

This Cancellation Policy explains how cancellations, waiting time and no-shows are handled on SteerSafe. It forms part of our Terms and Conditions. By requesting, accepting or using a SteerSafe Trip, you agree to this policy. Words that start with a capital letter have the meaning given in the Terms and Conditions.

1. Overview

SteerSafe is a designated-driver service: a Driver comes to you and drives you home in your own car. The Driver reaches your pickup point on foot or is brought there by a SteerSafe Transport-Driver. Once a Driver accepts your request, they commit their time, travel and availability to your Trip. Cancellation fees exist to compensate Drivers fairly for that commitment while keeping the service fair for customers.

2. At a Glance

The amounts below are those in force in Jordan at the time of writing. They are in Jordanian dinar (JOD) and may differ by service area or change over time. The app always shows the amounts that apply to your Trip, and tells you when a fee would apply before you confirm a cancellation.

  • Before a Driver accepts your request: free.
  • Within 3 minutes after a Driver accepts: free.
  • More than 3 minutes after a Driver accepts, before the Driver arrives: a fixed fee of JOD 2.
  • After the Driver has arrived at the pickup point: a fee of 30% of the estimated fare.
  • If you are not there: the Driver waits 5 minutes after arriving; after that the Trip can be cancelled as a no-show and the same 30% fee applies.
  • If you end a Trip that has started: you pay for the distance and time already completed.

3. Free Cancellation

You can cancel without charge:

  • Before a Driver accepts your request. If no Driver accepts, your request expires and you are not charged.
  • During the free cancellation period that starts when a Driver accepts (currently 3 minutes).

A scheduled ride that you cancel before a Driver has accepted it also carries no fee.

4. Cancelling Before the Driver Arrives

If you cancel after the free cancellation period but before the Driver reaches your pickup point, a fixed pre-arrival cancellation fee applies (currently JOD 2). The Driver has already travelled or committed to travel to you and cannot take other requests in the meantime.

5. Cancelling After the Driver Arrives

If you cancel after the Driver has arrived at the pickup point and before the Trip begins, a post-arrival cancellation fee applies immediately. It is a percentage of the estimated fare (currently 30%). It compensates the Driver for travelling to you, waiting, and losing the chance to accept other requests nearby.

6. Waiting Time and No-Shows

After arriving, the Driver waits for a limited time (currently 5 minutes). If you have not come to the pickup point, are not ready or do not respond within that time, the Driver may cancel the Trip as a no-show, and the post-arrival cancellation fee applies. Please make sure the pickup location is correct and that you can be reached by phone.

7. Ending a Trip in Progress

If a Trip has started and ends before the original destination, you are not charged the full original fare. You pay for the service actually provided, based on the distance and time completed, plus any base fare, minimum fare and taxes that apply under the fare settings of your service area.

8. Vehicle-Related Cancellations

A Driver may refuse, cancel or stop a Trip if:

  • The vehicle at the pickup point is not the Vehicle registered and approved for the Trip.
  • The vehicle appears unsafe or unlawful to drive, or has no valid registration or insurance.
  • The vehicle has a manual transmission that the Driver cannot drive.
  • The vehicle's details in the app are materially inaccurate.

In these cases SteerSafe reviews the circumstances. Where the Driver has travelled to you, the post-arrival cancellation fee may apply; where the problem was not your responsibility, we may waive it. Please keep your Vehicle's details and documents accurate and up to date.

If your Vehicle is no longer approved, or its registration or insurance has expired, before a scheduled ride is due, the ride is cancelled without a fee and you are notified.

9. Cancellations by the Driver

If the Driver cancels before reaching you, you are not charged. A Driver may also cancel for a valid reason at the pickup point, for example if you behave aggressively or abusively, you ask the Driver to break traffic laws, or there is a safety, legal or emergency concern. SteerSafe reviews such cases and decides whether a fee applies.

10. Cancellations by SteerSafe

SteerSafe may cancel a Trip at any time for safety, payment, fraud-prevention, legal, operational or platform reasons, including incorrect Trip information, service-area restrictions, weather or road conditions, or a breach of our Terms. Where appropriate, SteerSafe waives cancellation fees.

11. How Fees Are Calculated and Paid

Fees are calculated automatically by the Platform from SteerSafe's fare settings for your country and service area: the free cancellation period, the fixed pre-arrival fee, the post-arrival percentage, the Driver's waiting time, and the base, minimum, per-kilometre and per-minute fares used for Trips that end early. The settings that apply to your service area when you cancel are used. Like the fare, a cancellation fee is paid with your payment method, which is currently cash, as described in the Terms. Promotional codes apply only where the promotion says so.

12. Reviews, Refunds and Adjustments

If you believe a fee was charged in error, contact SteerSafe support. We may review the Trip status, the times of acceptance, arrival and cancellation, GPS and location records, the distance and time completed, reports from you and the Driver, and the fare calculation. We may issue a full or partial refund, credit or adjustment where appropriate.

13. Misuse of Cancellation Rules

We may restrict, suspend or close accounts that repeatedly abuse these rules, for example through repeated late cancellations or no-shows, fake requests, promo abuse, fraudulent refund claims, or unsafe or disrespectful behaviour towards Drivers. The Platform monitors repeated no-shows.

14. Changes to This Policy

We may update this Cancellation Policy and the amounts above from time to time. The updated version will be published in the app or on our website with a new "Last updated" date. If you keep using SteerSafe after the update, you accept the revised policy.

15. Contact Us

For questions about a cancellation or a fee:

Email: info@steersafe.net

Website: www.steersafe.net

Company: SteerSafe