Effective Date: May 15th, 2026
This policy explains what happens when you cancel a booked ride, and what — if anything — is charged. It applies to all rides booked through the Tullo app.
24 hrs
before pickup — free cancellation cutoff
$20
late-cancellation fee, after the cutoff
You may cancel a booked ride at no charge any time up to 24 hours before your scheduled pickup time. The payment hold placed on your card at booking is released, and you are not charged.
If you cancel less than 24 hours before your scheduled pickup time, a $20 late-cancellation fee is charged to the payment method on file. This reflects the fact that a driver has typically already been assigned and scheduled around your trip.
If you are not present at the pickup location at the scheduled time and the trip cannot be completed as a result, it is treated the same as a late cancellation and the $20 fee applies.
Cancel anytime from My Trips in the Tullo app. You’ll see immediately whether the cancellation is free or whether the late fee applies before you confirm.
If a trip is canceled by Tullo or by your assigned driver — for example, due to a vehicle issue or an assignment problem on our end — you are not charged, and any card hold is released in full. We’ll do our best to reassign a driver first wherever possible.
Tullo may waive the late-cancellation fee at its discretion for documented emergencies, severe weather, or flight cancellations outside your control. Contact support@tullo.com to request a review.
Tullo may update this Cancellation Policy from time to time; the effective date above reflects the most recent version.