In this document, Waiting Period means:

(a) For DiDi Express trips, 3 minutes following your driver’s arrival at the pick-up point; and

(b) For DiDi Share trips: 2 minutes following your driver's arrival at the pick-up point.

1. If you cancel the trip within 5 minutes of your driver accepting your trip request, you will not be charged a cancellation fee.

2. If you cancel the trip more than 5 minutes after your driver has accepted your trip request, you will be charged a cancellation fee unless we detect that your driver has not made sufficient progress towards the pick-up point.

3. If your driver cancels the trip before arriving at the pick-up point, you will not be charged a cancellation fee.

4. If you cancel the trip, you will be charged a cancellation fee.

5. If your driver cancels the trip after the expiry of the Waiting Period, you will be charged a cancellation fee. Please contact your driver to let them know if you are not able to make it to the pick-up point within the Waiting Period.

If you have been notified that your driver has arrived but you cannot locate him or her at the pick-up point, please report this to our team by tapping “Unsolved” or email customer service team by tapping “E-mail Service Centre” on Menu > Help > E-mail Service Centre. We are happy to review the trip and the driver-partner’s account in accordance with our terms.