We understand plans can change and there may be days in which you need to cancel your carpool. Below is what to expect if you need to cancel a trip, depending on whether or not you’ve been matched in a carpool.

Canceling a trip request (before you are matched)

You can cancel a pending trip request at any time before the 9:00 PM or 2:00 PM matching periods end without penalty. Just tap the red Cancel button on your trip request card. 

Once canceled, the request is removed and you will not be matched for that trip.

Canceling a matched carpool

If you cancel after you’ve been matched in a carpool, Scoop’s typical cancellation policy will apply.

Important things to know:

• Once a carpool is matched, you won’t be able to update the trip details in the app.
  • Any changes agreed to outside of the app are not reflected in Scoop and do not change the original trip details or cancellation policy.
• Canceling a matched carpool within one hour of the first scheduled pickup or canceling multiple times in the same month may result in a $5 cancellation charge.
• Each commuter receives one cancellation fee waiver per month, which does not apply to last-minute cancellations.

If you do need to cancel a matched carpool, please do so as early as possible to give your fellow carpooler time to make alternate arrangements.

If your plans change slightly

If you only need to make a small adjustment (for example, a slight pickup time change), we recommend reaching out to your fellow carpooler to see if they might be able to accommodate a schedule change to avoid the cancellation.

If your fellow carpooler is late or can’t make the trip

If you need to cancel because:

• Your fellow carpooler is running late
• Your fellow carpooler tells you they can’t make the trip

Please follow the steps outlined in this article so the cancellation is handled correctly and any applicable credits can be applied.

Removing one Rider from a carpool

If you’re a Driver in a 3-person carpool and only one Rider can no longer make the trip, you don’t need to cancel the entire carpool. You can remove that Rider directly from the match.

See this article for step-by-step instructions on removing a Rider.