Please note the information below is applicable from July 1, 2024.
If you can’t perform a ride that you previously accepted, please contact Blacklane to confirm that you are no longer able to fulfill the booking.
If you need to give back a ride more than 2 hours before the pick up time, you must do so via the app.
In an emergency situation where you need to give back a ride less than 2 hours before the pick up time, you must contact the Partner Care team by phone or chat.
For more information on how to give back a ride using the app, check out the help center article How to give rides back.
For all give-backs, the following penalties are applied based on when the ride is returned. Penalties will appear in your next monthly invoice.
Time of give-back (Before original pick up time) | Penalty (% of original ride price) |
24 hours or more | 0% |
6-24 hours | 20% |
2-6 hours | 40% |
45 minutes- 2 hours | 60% |
For example:
If your ride pickup time is 9 a.m. on Sunday and it was given back at 8 a.m. on Saturday, no penalty would apply.
If the ride pickup time is 9 a.m. on Sunday and the ride was given back at 6 a.m. on Sunday, a 40% penalty would apply.
Note: The above does not apply to partners in London. Partners in London will be charged a 20% penalty for any ride returned less than 24 hours before the original pick up time.
If a ride is given back or the chauffeur does not press the 60 minute button less than 45 minutes before the pick up time, they will be charged a penalty of 50% of the original ride price.
If Blacklane is unable to find another chauffeur to fulfill the ride, they will be charged a no pick up penalty.
For more information, see Incident types and Agreed Costs.
Give-backs for airport pick ups where the flight time has changed by more than one hour will be accepted without penalty, as will cases where you've returned rides to prioritize other Blacklane rides at our request.
Of course, the best way to avoid give-back penalties is to only take rides that you’re confident you can perform, but in those rare situations where you can’t fulfill a ride, please let us know as soon as possible so we can find a solution that works for everyone.
