1. Configurable cancellation windows
Cancellation rules may vary by service type, booking time, ride status and payment method. The applicable rule should be shown before booking confirmation.
2. Passenger cancellation
A passenger may cancel according to the displayed policy. Late cancellation can result in a configurable fee, partial refund or membership/reliability impact.
3. Driver cancellation
If a driver cancels a confirmed journey, the passenger should be notified promptly. Depending on payment status, eligible electronic payments may be released or refunded according to platform rules.
4. No-show
A user can be marked as a no-show after the configured waiting period and verification process. Repeated no-shows may affect membership or account access.
5. Refunds
Electronic refunds may return to the original payment method or another supported balance method. Cash transactions may require a separate settlement process because payment may have occurred directly between users.
6. Disputes
Users should report disputes through OnWay support with relevant ride, payment and communication information. OnWay may review records before applying an adjustment or account action.