Cancellation, Wait Time & No-Show Policy

This policy explains when a rider using GoHive Rideshare may be charged a fee other than the trip fare. These rules are also shown in the GoHive app before you confirm a ride, and on the GohiveX rates screen. Every fee below goes 100% to your captain, the driver whose time it paid for. GoHive keeps none of it.

At a glance

1. Cancelling a ride

You can cancel any ride in the app. Cancelling is always free for 2 minutes after a captain accepts. This covers the cases where you've changed your mind or you'd rather not ride with the captain who accepted. You can cancel free in that window even if the captain is close by.

After those 2 minutes, a $5.00 cancellation fee applies only if your captain has already covered at least half the distance from where they accepted your ride to your pickup point, or is already waiting for you. This is measured from the captain's actual location, not an estimate. The app shows whether a fee applies, and how long your free window has left, before you confirm a cancellation.

The decision is made by GoHive's servers from the recorded trip timeline and GPS positions, not by your phone. If there's no reliable location for your captain, no fee is charged.

2. Wait time

When your captain arrives at pickup, the app starts a timer. The first 2 minutes are free. After that, each full minute until the trip starts costs $0.35 plus GST, capped at 10 minutes. Partial minutes are never charged. The timer runs on GoHive's server clock. It starts when your captain marks that they've arrived and stops when the trip starts.

The wait fee appears as its own line on your receipt. It is the only amount that can be added to the upfront price of your ride. The ride itself is never charged above the price you confirmed.

3. No-shows

If you haven't met your captain 5 minutes after they arrive, the captain may cancel the ride as a no-show and a $5.00 no-show fee is charged. GoHive's server checks that the captain really waited at least 5 minutes before it allows this. You won't be charged both a no-show fee and a wait fee for the same ride.

4. Stops

You can add up to 3 stops in the app when you book, for example to pick up a friend or family member on the way. Your ride stays private: stops are only for your own group, and GoHive never pools riders or adds other passengers. The upfront price includes the extra distance to your stops. Please keep each stop brief.

5. The temporary hold on your card

When you book, GoHive places a temporary authorization (hold) on your payment method. The hold is the upfront price plus a small allowance (up to $3.68) so a wait fee can be collected. If a promotion covers your whole fare, you pay $0.00 and nothing is held. Your card is saved at $0.00 and only charged if a late-cancellation, no-show or wait fee applies. At the end of the ride, only what you actually owe is charged and the rest of the hold is released. When a hold drops off your statement depends on your bank, usually within a few business days.

6. Disputes and refunds

If you think a fee was charged in error, for example because your captain was late, went to the wrong place, or the app misreported a stop or a wait, contact us within 30 days through Help in the app or at smitthakor7835@gmail.com. We review each case against the trip's GPS record and timeline, and refund any fee that wasn't earned.

7. Changes to this policy

If we change these fees, we'll update this page and the app before the change takes effect. A change never applies to a ride that was already booked.