Uber has introduced changes to its cancellation and wait time fees in the UK, following driver feedback and concerns over fairness in how charges were applied.
Until now, drivers and riders often found the rules inconsistent, particularly when journeys were cancelled after a long wait or when estimated arrival times (ETAs) were inaccurate. The latest update seeks to make the system clearer and fairer for both sides.
What’s Changed?
Cancellation Fees
Previously, cancellation fees could apply even if the driver’s arrival time ran later than expected. Under the new policy, cancellation fees will now be waived if the driver is more than five minutes later than their original ETA, makes no progress towards the pick-up, or drives further away from the location.
This means riders won’t be unfairly charged when delays are outside of their control, but it also means drivers lose out on cancellation fee payments in these situations.
Wait Time Fees
Wait time fees remain in place once the free grace period ends, but Uber has confirmed riders will not be charged both a wait time fee and a cancellation fee for the same trip. If a journey is cancelled, only the cancellation fee applies.
City-by-City Variation
Both cancellation and wait time fees continue to vary by city and vehicle type (such as UberX, Comfort, or Executive). Drivers can find exact details in the Help section of the Uber Driver app.
Why the Change?
Uber says the move was made to address long-running driver and rider complaints. Drivers argued that they should be compensated for wasted time when passengers cancel late or fail to show up. Riders, on the other hand, complained about being unfairly charged when drivers arrived late or did not head directly to the pick-up point.
By tightening the rules, Uber hopes to balance both sides — protecting riders from unfair charges, while still ensuring drivers receive fair compensation when a cancellation genuinely causes them to lose time and earnings.
View Uber’s latest cancellation and wait time fees for all UK cities here.
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