Cancellation Policy
Effective Date: 23 January 2025
Last Updated: 7 July 2026
At PikGo, we understand that plans can change unexpectedly. Whether your schedule changes, you're running late, or you no longer need your ride, we aim to make the cancellation process simple, transparent, and fair for both passengers and drivers.
Our drivers invest their time, fuel, and operating costs as soon as they accept a booking. At the same time, we believe passengers should have the flexibility to cancel when necessary. This policy explains how cancellations are handled, when cancellation fees may apply, and how exceptional situations are reviewed.
Passenger Cancellations
Passengers may cancel a booking directly through the PikGo app before the trip begins.
To provide flexibility, cancellations made within the first 2 minutes after a booking is confirmed are generally free of charge.
After the free cancellation period has expired, a cancellation fee may apply if the driver has already accepted the booking and started travelling to the pickup location.
If the driver has already arrived at the pickup location and the passenger cancels the booking before the journey begins, a cancellation fee will normally be charged. By this stage, the driver has already spent time, fuel, and operating costs reaching the pickup point. The cancellation fee helps fairly compensate the driver for these costs.
If a passenger does not arrive at the pickup location within 5 minutes after the driver arrives and reasonable attempts to make contact are unsuccessful, the booking may be treated as a No-Show. In this case, the driver may cancel the booking and the applicable cancellation fee may be charged.
Driver Cancellations
Driver cancellations are uncommon and should only occur when a trip cannot reasonably or safely be completed.
This may happen if the passenger cannot be located, does not respond to calls or messages, provides incorrect pickup information, or if the pickup location cannot be accessed safely. A driver may also cancel a trip due to an unexpected vehicle problem, an emergency, or if the passenger's behaviour creates a safety or security concern.
PikGo reviews reported cancellation issues whenever necessary to ensure that both passengers and drivers are treated fairly.
Cancellation Fees
Cancellation fees are intended to compensate drivers for the time and distance already invested in a booking.
A cancellation fee may apply when:
The booking is cancelled more than 2 minutes after confirmation.
The driver has accepted the booking and is travelling to the pickup location.
The driver has already arrived at the pickup location before the booking is cancelled.
The passenger does not arrive within the required waiting period.
The booking is cancelled after the driver has committed time and resources to the trip.
The applicable fee is calculated according to the pricing displayed in the PikGo app at the time of booking.
Exceptional Circumstances
We understand that not every cancellation is avoidable.
If your booking was affected by a verified technical issue, a payment processing problem, a driver-related issue, or another exceptional circumstance beyond your reasonable control, PikGo may review your case and, where appropriate, reduce or waive the cancellation fee.
Every request is assessed individually using the available booking information, trip records, and any supporting evidence provided.
Fair Use
To maintain a reliable platform for everyone, PikGo reserves the right to investigate repeated cancellations or misuse of the booking system.
Repeated unnecessary cancellations, fraudulent activity, abuse of the platform, or behaviour that negatively affects drivers or other passengers may result in account warnings, temporary suspension, or permanent termination of access to PikGo services.
Policy Updates
This Cancellation Policy may be updated from time to time to reflect improvements to our services, operational changes, or legal requirements. The latest version will always be available on the PikGo website. Continued use of our services after any update constitutes acceptance of the revised policy.
Contact Us
If you have any questions about this Cancellation Policy or believe that a cancellation fee has been applied incorrectly, please contact our Support Team.
Pikpalvelu Oy
Business ID: 3420221-7
Vuorikummuntie 2 A 4
00390 Helsinki
Finland
Email: info@pikgo.fi
Website: www.pikgo.fi
