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Draft Legal Document

This document is a technical draft subject to final legal review.

Version 1.0.0Effective: 2026-08-20

NovaGo Cancellation and No-Show Policy

NovaGo Cancellation and No-Show Policy

Last updated and effective date: 20 August 2026
Version: 1.0.0 (Draft subject to final legal review)

1. Passenger Cancellations

1.1 During Driver Search Phase

  • Cancellations made while a ride is in search status (searching_driver or searching_provider) incur zero charge, and card pre-authorizations are released immediately.

1.2 After Carrier Confirmation

  • Regulated Taxi Mode (IMET): Governed strictly by official metropolitan taxi rules; no arbitrary cancellation fees.
  • VTC / Executive Chauffeur Mode:
    • Over 2 hours before scheduled pickup: Free cancellation with 100% refund.
    • Under 2 hours or driver en-route: A standard cancellation charge equivalent to the base fare may apply.

2. Passenger No-Shows

  1. Courtesy Waiting Time: Drivers wait up to 15 minutes for standard city pickups and up to 45–60 minutes for Barcelona-El Prat Airport terminal pickups.
  2. No-Show Threshold: If a passenger fails to arrive after the courtesy period and cannot be reached, the trip is marked as a no-show.

3. Carrier Non-Performance

If an assigned carrier cannot fulfill the booking due to vehicle breakdown or force majeure, NovaGo will attempt immediate reassignment or execute a prompt, complete refund.