We do our best to make every ride possible, respecting both the driver's and rider's time. Our drivers will depart from the pick-up location 10 minutes after your scheduled ride time. This includes all our service levels - station to station and door to door.
✈️ For airport pickups, we allow a wait of up to 30 minutes due to uncontrollable delays in the airport at landing.
Out of respect for the other riders and the driver - please make every effort to be on time, understanding that you may encounter traffic on the way to the pickup location. Please plan accordingly.
You will receive driver details 1 hour before departure. Please reach out to your driver right away to let him or her know of your delay. After that, please reach out to the Hitch Customer Experience team through the chat function on our app.
We know things happen out there, so we do our best to help when delays occur. However, we cannot accommodate riders who will be later than 10 minutes past departure.
Being late to a ride could result in a $20 late fee charged to your payment method on file. This is included in our Terms of Service that are agreed upon at sign-up, and your continued use of our platform indicates consent.
When late past the 10-minute wait period, per our cancellation policy, most rides will be canceled as a 'no-show.' The rider will have to reschedule for the next departure. Additional fees will apply.
Can I get a refund for a ride that was canceled?
Details on when we do and don't issue refunds can be found here.
Standard Hitch Rider Policies and Terms of Service apply. Hitch credits and promotions are not stackable - only one promotion can be used per ride. Hitch credits and promotions hold no monetary value, cannot be used for tips, and cannot be transferred to another account. To make any changes to your scheduled ride, you will need to cancel your ride - this may mean you lose the promotion applied to your booking. All rides must start and stop at the time and location of the app booking. All purchases are final sales. If you cancel your scheduled ride, you will receive a refund to your Hitch Credit Bank in the amount you paid. Lastly, a ride reservation does not include any tips you may want to provide your driver.
Check out our other help center articles here or reach out to our support team through live chat in the app.