Refunds & Cancellations

Effective: May 25, 2026 · Excerpt from Terms of Service §4 & §6

Cancellation Policy

You may cancel a ride at any time before a driver is matched at no charge. If you cancel after a driver has been matched and is en route, a $3.00 cancellation fee applies once the 5-minute grace period expires. This fee compensates the driver for their time and fuel.

• Cancel before a driver is matched — free, no fee
• Cancel within 5 minutes of driver match — free (grace period)
• Cancel more than 5 minutes after driver match — $3.00 fee
• Driver cancels on you — no charge to you; you can immediately book another ride

The cancellation flow inside the app clearly labels the cost of the current step before you confirm — you always see the fee (or absence of one) before you tap Cancel Ride.

Refunds

Refund requests must be submitted within 7 days of the ride via the in-app dispute form (Ride History → tap ride → Report a problem) or by emailing legal@shift.app. Include the ride ID, date, and a description of the issue.

Approved refunds are returned to the original payment method within 5–10 business days. We will notify you by email or push notification when the refund is initiated.

Shift's decision on refund disputes is final.

Common approved refund scenarios

• Fare charged after driver failed to show up
• Route dramatically longer than the app's estimated route without a valid reason
• Duplicate charge caused by a technical issue
• Cancellation fee assessed during the 5-minute grace period (system error)

Scenarios that do not qualify for refund

• Tips added after ride completion (tips are non-refundable — 100% goes to the driver)
• Cancellation fees assessed correctly after the grace period
• Fare disputes based on a route difference of under 10% (built-in mileage adjustment already applied)

Damage & Cleaning Fees

If a driver reports that you caused damage to or soiling of their vehicle, Shift may charge a cleaning or damage fee to your payment method ranging from $25 to $250 depending on severity. Drivers must submit photo evidence and Shift reviews all claims before charging.

You may dispute a damage or cleaning fee within 7 days of the charge using the same in-app dispute form or by emailing legal@shift.app. Include your own photos or documentation. If we uphold the charge, we will share the evidence we relied on.

Promo Codes & Credits

Promotional credits have no cash value, are non-transferable, and expire as specified in each promotion. If a refund is approved on a ride that used a promo code, the credit is returned to your account (not to cash). Shift reserves the right to cancel promotions or credits obtained fraudulently.

How to Submit a Refund Request

1. Open Shift and go to Ride History
2. Tap the ride you want to dispute
3. Tap Report a problem and choose the closest matching reason
4. Add a short description and photos if relevant
5. Submit — you'll get an acknowledgement within 24 hours and a decision within 3 business days for most requests

Alternatively, email legal@shift.app with the ride ID, date, and description. Response times are the same.

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