Cancellation, No-show & Incident Fee Policy

This policy explains when Mango may process cancellation, no-show, and verified incident fees on behalf of the driver and how disputes are handled.

Scope

- This policy applies to rides booked through Mango in the Netherlands.
- The transport service is supplied by the driver or carrier; Mango acts only as the platform and collection/payment agent.

- The app shows the applicable cancellation fee before the passenger confirms cancellation.
- Cancellation is always free when no driver is assigned, including replacement search. Guest bookings can be stopped without an additional cancellation fee.
- The first two minutes after driver assignment are free. After that, the cancellation fee is €5 including VAT. For scheduled rides this applies only within one hour of pickup. The fee is waived if the driver has not arrived more than five minutes after the scheduled pickup time.
- After recorded arrival, the fee is €5. After at least five minutes of recorded waiting at pickup, €10 including VAT may apply. A started trip is resolved through the actual transport delivered or an incident review, not a fixed cancellation fee.

- Once the driver arrives, a waiting period may begin. If the passenger does not show or cannot be reached, the ride may be closed as a no-show.
- A no-show can be reported only after five minutes of recorded waiting. App records or other evidence must support arrival and the no-show. Only a collected fee counts as driver earnings.

- Verified vehicle damage, cleaning costs, or serious mess may be charged back to the passenger.
- Incident fees require evidence such as photos, a description, and further supporting documentation where appropriate.
- Mango reviews each report before fees are finally processed and may reject or adjust the amount.

- Passengers may dispute charges through support and should provide the ride reference and a clear explanation.
- During an investigation Mango may pause, reverse, or correct the charge where appropriate.

Questions or disputes: support@taximango.com.