Before a driver accepts
If a rider cancels before a driver accepts the request, MyLyft will not charge a ride fare. If a card pre-authorisation or payment attempt was created, it will be cancelled, released, or refunded where applicable.
After a driver accepts
If a rider cancels after a driver accepts, a cancellation fee may apply only if the fee is clearly disclosed in the app before the rider confirms the booking or is otherwise permitted under the applicable terms.
MyLyft may waive a cancellation fee for safety concerns, driver delay, incorrect assignment, duplicate booking, payment failure caused by the platform, or other circumstances reviewed by support.
Driver cancellation or no driver available
If the driver cancels, does not arrive, or MyLyft cannot find an available driver, the rider will not be charged for the trip fare. Any captured payment will be refunded or voided where applicable.
Refund reasons
A refund may be available for duplicate payments, failed or cancelled rides that were charged, incorrect fare adjustments, unauthorised charges, eligible service issues, or support-approved safety concerns.
Non-refundable situations
A refund may be refused where the trip was completed as requested, the rider provided the wrong pickup or drop-off, the rider did not appear, the rider breached the rules, or the payment dispute is fraudulent or unsupported by evidence.
Card and PayPal refunds
Card and PayPal refunds are processed through the relevant payment provider. After MyLyft submits a refund, the time for funds to appear depends on the provider and the user's bank or wallet provider.
- Card refunds commonly take several working days after processing.
- PayPal timing depends on the PayPal account and funding source.
- Payment-provider fees and chargeback rules may affect the final outcome.
Cash rides
For cash rides, the rider pays the driver directly. MyLyft records the payment method and trip value, but cash refund handling may require support review because funds were not collected through the online payment provider.
How to request a refund
Open the trip in Activity or contact support@mylyft.co.uk. Include the trip date, pickup and drop-off, payment method, amount, and reason for the refund request.
MyLyft aims to acknowledge refund requests within 2 business days and resolve standard payment reviews within 10 business days where all information is available.