Cancellation Policy
At Hitch, we understand that plans can change, and sometimes you may need to cancel a ride. We want to ensure you know our cancellation policy so you can make informed decisions when booking a ride.
Automatic Credit Refunds
If you need to cancel a ride, we ask that you do so at least an hour before the scheduled departure time. According to our Cancellation Policy, all rides canceled by the rider an hour or more before they are set to depart are automatically refunded as a ride credit to your Hitch account.
This ride credit does not expire and will automatically apply toward future rides booked. This means you can use the credit for your next ride.
No Refunds to Original Payment Method
It's important to note that we do not provide refunds in the form of payment back to your original payment method. This means that any payments made at the time of booking are final and cannot be refunded to your credit card or payment method used.
When am I not eligible for a credit refund?
Hitch does not provide full or partial credit refunds for:
Rides canceled less than one hour before or after departure.
The ride was completed.
Tips made to drivers after a ride. These go directly to drivers.
Rides were missed due to a rider arriving more than 10 minutes late to the pick-up location or failing to communicate with their driver or the Hitch Customer Experience team.
Rides that were delayed or otherwise affected by uncontrollable events, including but not limited to - weather, traffic, accidents, construction, road conditions, etc.
Riders that did not show up for the departure or communicate with the Hitch team or driver.
Rides that were not completed due to a rider violating any Rider Policy.
The rider deemed a ride undesirable due to vehicle type, quality, or an issue with a driver not meeting an expectation that fell outside our Hitch driver requirements. We do expect our drivers to maintain a well-kept car and respectful environment. We constantly strive to provide the highest quality service and welcome all feedback about our drivers and their vehicles.
*Credits for other situations could be provided but are at the sole discretion of our support team based on the information available to them.
If you have any further questions or concerns, please don't hesitate to contact our customer support team. We are always happy to assist you!
Standard Hitch Rider Policies, Payment Terms, and Terms of Service apply.
Questions?
Check out our other help center articles here or reach out to our support team through live chat in the app.