Cancellation, No-show & Incident Fee Policy
This policy explains when Mango may process cancellation, no-show, and verified incident fees on behalf of the driver and how disputes are handled.
Scope
- - This policy applies to rides booked through Mango in the Netherlands.
- - The transport service is supplied by the driver or carrier; Mango acts only as the platform and collection/payment agent.
Cancellations
- - The app shows the applicable cancellation fee before the passenger confirms cancellation.
- - The amount depends on ride status, timing, vehicle category, and any deployment costs already incurred by the driver.
- - Waiver rules may apply when no driver has been assigned or the service can no longer reasonably be delivered.
No-show
- - Once the driver arrives, a waiting period may begin. If the passenger does not show or cannot be reached, the ride may be closed as a no-show.
- - The driver must be able to support the no-show event through app data and any relevant supporting information.
Incident fees
- - Verified vehicle damage, cleaning costs, or serious mess may be charged back to the passenger.
- - Incident fees require evidence such as photos, a description, and further supporting documentation where appropriate.
- - Mango reviews each report before fees are finally processed and may reject or adjust the amount.
Disputes and support
- - Passengers may dispute charges through support and should provide the ride reference and a clear explanation.
- - During an investigation Mango may pause, reverse, or correct the charge where appropriate.
Questions or disputes: support@taximango.com.