To cancel a ride, please call our Concierge team (1-800-700-4797) or cancel through the Onward Rider App.

You can cancel anytime up to 24 hours before your ride with no cancellation fee. 

If your ride has been matched to a Driver and you cancel within 24 hours before your ride, the cancellation fee will be $25. If cancelled within 2 hours, the cancellation fee will be the entire estimated fare, with a maximum charge of $50.

The fee allows us to make sure Onward drivers are fairly compensated for the time they’ve committed to. 

Damages: You acknowledge and agree that Onward may, and you authorize Onward to, charge your Payment Method for any damages incurred by your Driver that were caused by a Rider during a Ride, as determined in Onward's sole discretion.

No Refunds: All fees and payments are non-refundable and non-transferable. While Onward has no obligation to provide refunds or credits relating to any Rides, it may do so in Onward's sole discretion.

Weather Days: When there is inclement weather, Onward may declare a “weather day”, which means all rides will be cancelled to ensure the safety of Drivers and Riders when roads may be icy or unsafe. If we declare a Weather Day, you will be notified, and we will cancel your ride for you. Onward Weather Day cancellations are not bound by the cancellation policy, so you will not be charged for the cancellation.