Last updated: 26 June 2025

At Raftar, we understand that sometimes plans change — for both riders and drivers. However, repeated or unjustified cancellations disrupt the experience for others and impact the efficiency of the platform. This cancellation policy is designed to ensure fairness, accountability, and a smooth experience for all users.

1. General Cancellation Rules

For Riders:

• You may cancel a ride for free within the first 2 minutes of requesting it.

• Cancelling after 2 minutes or when the driver is already en route may affect your account standing.

• If the driver is significantly delayed or not moving, cancellation will not incur any penalties.

• You may cancel up to 2 rides within a 24-hour period. Exceeding this limit may result in penalties unless valid reasons are provided.

For Drivers:

• Drivers are expected to only accept rides they intend to complete.

• Unjustified cancellations affect rider trust and may result in account action.

• Drivers can cancel up to 3 rides per day, but each must have a valid reason.

• Frequent unjustified cancellations may lead to suspension or account ban.

2. Daily Cancellation Limits & Penalties

• Riders: Maximum 2 cancellations per 24 hours.

• Drivers: Maximum 3 cancellations per day (with valid reasons).

Exceeding these limits may result in:

• Temporary suspension of the account (e.g., 24–72 hours).

• Permanent ban in the case of repeated abuse without justification.

• Reduced ride visibility and longer matching times.

3. Valid Cancellation Reasons (No Penalty)

Cancellation reasons that may be considered valid include:

• Driver or rider is unreachable or provides incorrect pickup details.

• Rider or driver fails to show up at the pickup point within a reasonable time.

• Safety concerns or inappropriate behavior.

• App or technical malfunction.

If you believe your cancellation was valid and wrongly penalized, contact our support team at
support@raftar.app

4. Compensation for Missed Rides (Drivers)

If a driver arrives at the correct pickup location and the rider:

• Does not show up,

• Repeatedly delays,

• Or cancels without reason after the driver has arrived,

The driver will receive a 50 AFN wallet credit to compensate for time and fuel — this is called a paid cancellation. This rule helps protect drivers from loss due to rider no-shows.

All paid cancellations are reviewed and processed manually. Drivers must report such incidents clearly within the app.

5. Impact of Repeated Cancellations

For Riders:

• Frequent cancellations reduce driver trust.

• Drivers may reject your ride requests more often.

• Your rider rating may decrease.

• Continued abuse may result in temporary or permanent account suspension.

For Drivers:

• Repeated cancellations without valid reason will:

  • Lower your driver score.

  • Restrict access to high-demand rides.

  • May lead to temporary suspension or permanent deactivation.

6. Driver Penalty for Canceling Without Reason

• If a driver cancels rides unjustifiably, especially when already en route, their profile will be flagged.

• A driver who consistently cancels may stop receiving ride requests or be removed from the platform.

• A valid reason must always be selected during cancellation to avoid action.

7. Best Practices to Avoid Cancellations

For Riders:

• Double-check your pickup location before confirming a ride.

• Be ready to leave when the driver arrives.

• Communicate if you’re delayed — use in-app chat or WhatsApp.

For Drivers:

• Only accept rides when you’re available to complete them.

• Reach the pickup location promptly.

• If anything seems off, report it instead of cancelling impulsively.

8. We’re Here to Help

We aim to support both riders and drivers with fairness. If you feel a cancellation should not count against you, or need clarification:

Email us: support@raftar.app

Let’s keep the Raftar platform reliable, fair, and respectful for everyone. Every cancellation affects another person — so let’s move Afghanistan forward, together.