At Scoop, our goal is to make carpooling so reliable that you can depend on it every day. By discouraging cancellations after the matching period has ended, we ensure that everyone can depend on their Scoop match to get to work and back. 

We know things come up and plans do change. There may be days where you need to cancel your carpool or days where you find that you’re the one that’s been canceled on. We understand the inconvenience this can cause, which is why we implemented a policy to help prevent cancellations.

*This cancellation policy only applies to matched trips, including trips matched from the carpool shortlist. You are welcome to cancel a pending trip request at any time before you are matched without penalty.

Cancellation Policy

Each calendar month, every carpooler receives one cancellation fee waiver which allows for one free cancellation. However, this waiver cannot be applied to ‘last-minute’ cancellations since those are considered to be especially difficult on your fellow carpooler. 

Last-minute cancellations are defined as any cancellation that occurs within one hour of the first scheduled pickup.

3-person carpools (Drivers)

If you are a Driver in a 3-person carpool, you may remove one Rider instead of canceling the entire carpool.

• If a Rider is removed for reasons other than route, the standard cancellation policy applies
• If a Driver cancels a match or removes Rider(s) due to route, no cancellation fee is charged and the monthly waiver is retained

Incur a $5 cancellation fee when

• You cancel a matched carpool last-minute

• You cancel a matched carpool after already using your monthly cancellation waiver

• Your fellow carpooler reports that they can’t find you or lets us know you couldn’t make the scheduled pickup time.

Incur a $10 cancellation fee when

• You cancel your scheduled carpool for the 4th time in the same month. This also includes any subsequent cancellations occurring in that same calendar month.

Receive a $5 cancellation credit when

• Your matched carpool is canceled last-minute by your fellow carpooler

• Your matched carpool is canceled for the second time or more in the same month

• Your fellow carpooler does not show up and you cancel in-app using:

  • I can’t find my fellow carpooler

  • My fellow carpooler can’t make it

📝Note: Drivers will receive a maximum of one $5 cancellation credit per trip in a 3-person carpool. 

Backup commute options after a cancellation

If your employer sponsors backup commute options, you may be eligible to receive a ride credit to help cover alternative transportation if your carpool was canceled.

Learn more about backup commutes.

Cancellations when using Shift Scheduling

Scoop’s cancellation policy still applies when carpooling while using Shift Scheduling.

If your ride to work is canceled for any reason, Scoop will automatically cancel your return trip so you can arrange alternative transportation both ways.

If your employer sponsors backup commute options, you may be eligible to receive a ride credit to apply to your backup commute to or from work. 

Learn more about backup commutes.

📝Note: Shift Scheduling is only available for commuters whose employers are a part of a specific Enterprise carpool program. If your employer is a part of a program offering Shift Scheduling, you will see it within the Scoop app.