The conditions related to the trip cancellation fee in Snapp have been updated. Currently, after the driver user arrives at the origin and 5 minutes pass from the time of accepting the trip request, if the passenger user cancels the trip, or if the driver user does not show up at the origin until 5 minutes after the driver user arrives and the driver user is forced to cancel the trip. the passenger user will be obliged to pay the trip cancellation fee to the driver user. This amount is for the time spent and the cost of fuel, and it is deposited into the user account of the driver without deducting the commission.
According to Iran digital economy annotation, since Winter 2021, Snapp has implemented strategies to reduce unnecessary trip cancellations for both driver and passenger user groups to avoid wasted time and money. Snapp driver users are not allowed to cancel more than the set number of trips within 24 hours, and in case of unjustified cancellations more than a certain number, they will face restrictions on accepting travel requests. In trips that are canceled by the passenger user, to compensate the driver user and keep the ratio of supply and demand balanced, a fee is set that the passenger is obliged to pay. This fee is directly deposited into the driver’s user account without receiving a commission.
According to Snapp statistics, about 70,000 Snappy trips are canceled by the passenger user after the driver user reaches the destination. On average, Snapp’s driver users reach their destination 3 minutes after accepting a travel request. Considering 70,000 trip cancellations per day, it can be said that the wasted time of driver users per day is about 3,500 hours and is equivalent to 145 days.
This time, along with the cost of fuel to reach the origin, and also being stuck in the cycle of sending travel requests, causes the waste of a part of the working capital of the driver users, as well as disrupting the balance of supply and demand. By making changes to trip cancellation conditions, Snapp tries to balance the trip cycle by reducing unnecessary cancellations after the driver user reaches the destination.
What trips are included in the cancellation fee?
With the “trip cancellation fee” feature, driver users who have reached their destination and whose trip is subject to unnecessary cancellation will be paid a compensation fee. This fee will be directly deposited into the user account of the driver without deducting the commission.
In the second stage of this plan, the trip cancellation fee includes cases where the driver user has reached the origin of the trip and 5 minutes have passed since the travel request of the passenger user has been accepted, but the trip has not been made due to unnecessary cancellation by the passenger user or his non-appearance at the origin.
Recognizing the unnecessary cancellation of the trip and filing an appeal
In situations where the cancellation of the trip is subject to a fee, a warning message is first displayed to the traveler user with the amount of the cancellation fee, so that if he accepts this issue, he can cancel the trip. In these cases, immediately after the cancellation by an intelligent system, Snapp checks the situation in which the trip was canceled, the route ahead of the driver user and the time elapsed since accepting the trip request, and informs the passenger user of the status of the trip cancellation fee through an SMS.
Sometimes the traveling user may have to cancel the trip due to emergency situations. Therefore, Snapp has considered the possibility of carefully investigating the reasons for the cancellation of the trip. To achieve this possibility, go to the Snapp menu, go to the “Contact Support” section and select the “Objection to the trip cancellation fee” option from the financial category and describe the details of your cancellation reasons by registering the relevant trip. After checking, Snapp Support will inform you of the result in the “Reviewed” section of the support contact menu.
How to pay and the amount of travel cancellation fee in Snapp
The trip cancellation fee is recorded as a debt in the traveler’s user account and is not automatically deducted from his balance. The details of the cancellation of the trip, its amount and date are recorded in the “Delayed Payments” section of the Snapp application menu. This cost varies in different cities and is between 2,500 and 5,000 Tomans, which is fully transferred to the driver’s user account without deduction of commission. Each traveler user has up to 3 opportunities to pay the outstanding fees for canceling their trip. If the traveling user is subject to the trip cancellation fee for the fourth time, he will not be able to continue using the application until the debt is paid.
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