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Ride Cancellation Policy

JILIT Ride Cancellation Policy

You may cancel a trip at any time by calling JILIT at 02081381655 or chatting with us on www.jilit.co.uk. However, you may be charged a cancellation fee by JILIT if you cancel after you're matched with your driver.

Please only request a ride when you are ready to ride and near the pick-up location to ensure smooth pick-ups for both riders and drivers.

Cancelling Non-JILIT Share Trips

When a driver reports a "Rider No Show" or "Rider Request Cancel" to JILIT, we will charge a cancellation fee to the passenger if the driver has arrived and waited at least 5 minutes before cancelling. If the rider cancels the trip, a cancellation fee will be charged when 2 minutes have passed, provided the driver is within the 5 minutes predicted ETA.

JILIT Pool Cancellation Fees

You may be charged a cancellation fee by JILIT if you cancel a few minutes after your driver accepts the trip. The specific amount of time may vary depending on your location. You may also be charged if your driver cancels after waiting a few minutes at the pick-up location, with the specific amount of time also depending on your location.

Waived Cancellation Fees

You will not be charged a cancellation fee by JILIT if:
  • Your driver takes much longer than expected to arrive.
  • JILIT detects that your driver is not making much progress towards your pick-up location.

If you believe you were charged a cancellation fee by JILIT in error, please let us know through the "Contact Us" form. This may occur if your driver cancelled instead of ending the trip, or if they cancelled because they were too far away from your pick-up location.

Using JILIT Prebook

Reservations, or “JILIT Prebook,” is a new option that allows you to request rides at least 30 minutes in advance. Prebooking reservations can be made at the customer's discretion.

How to Create a Reservation

To request a Prebooking, open www.jilit.co.uk and follow these steps:
  • Tap the “Book now” icon on the website home screen.
  • Enter your pick-up and drop-off location, then select your pick-up time and hit “Confirm.”
  • Choose your vehicle option on the product selector screen, then tap “Reserve.”
  • Once you confirm those details, you can tap the “Reserve” icon on the home screen, then see the “Upcoming” trips section to view or update your reservation.

How Much Do Reservations Cost

When you request a Reserve trip, the trip price you see will be an estimate that includes a reservation fee, which may vary depending on the location of the pick-up address and/or the day and time of your trip. This fee is paid by riders to compensate drivers for additional wait time and time/distance spent traveling to the pick-up location.

How to Update or Cancel a Reservation

  • Tap the “Book now” icon on the home screen, then use the “Upcoming” trips section to cancel, update, or review your upcoming reservations at any time.
  • You can cancel a reservation at no charge up to one hour before the start of the ride.
  • If you cancel less than 60 minutes before the scheduled start time, and the reservation has already been accepted by a driver, you will be charged a cancellation fee, which will be the lesser of your full upfront fare or the standard cancellation fee.
  • A reservation can be cancelled at no charge if the Driver is projected 10+ minutes late at the time of dispatch.

The fee will be waived for certain cancellations if your driver exceeds the initial estimated time of arrival (ETA) by 5 minutes, if your driver hasn’t made any progress towards your location, or if your driver is driving further away from the pick-up location. In these instances, the cancellation fee will be waived, and drivers will not be eligible to receive the cancellation fee.

Other Special Features of Reservations

  • Upfront Driver Matching:  When possible, a driver will accept your request before the pick-up time, rather than shortly before the ride. You will be notified when a driver accepts your trip request in advance.
  • Estimated Pick-up and Drop-off Times: By allowing riders to choose a time to get to their destination, reservations will automatically determine the appropriate pick-up or drop-off time for the trip, providing an assistive booking experience.
  • Arrive Early and Wait: Drivers will arrive a few minutes early for your pick-up and will wait up to 5 minutes after the scheduled pick-up for Comfort trips. Up to 15 minutes of wait time is included for Premier trips.
  • Reserved Airport Pickups: Drivers will wait up to 60 minutes for Premium trips and 45 minutes for Economy trips.
  • Improved Scheduled Rides Pricing: All reservations will have an upfront price (UFP), which includes a reservation fee.