What to do if the driver doesn't show up

In rare cases a driver may be late or not arrive at the pickup point at all. iSplit is built so that in these situations you face no consequences — you can follow what's happening in real time, contact the driver, cancel without penalty, and order a new ride right away. Below is step by step what to do.

First, track the driver live

After the driver accepts the ride, you see the vehicle moving toward you on the map, along with the estimated time of arrival. If the arrival time goes up instead of down, or the vehicle stays in one place, that's a sign the driver has run into a problem.

Check that the pickup location is set correctly. Sometimes the marker sits on the wrong side of the street or at a neighboring address, so the driver is waiting for you somewhere you can't see. Move the marker or enter the address manually if needed.

Contact the driver

From the current ride screen you can call the driver directly. A brief explanation of exactly where you're standing — which entrance you're in front of, which side of the street, or what landmark is nearby — is often enough for the driver to find you within seconds.

How long to wait

Give the driver a reasonable amount of time to arrive, especially in heavy traffic or bad weather. If the vehicle isn't moving or the estimated time keeps slipping by a few minutes, there's no need to wait any longer — it's simpler to cancel and order again.

Cancellation without penalty

If the driver doesn't arrive, you cancel the ride without penalty. When the fault isn't yours — the driver didn't show up, is too late, or isn't responding — cancelling is free and you aren't charged a single denar.

To cancel, open the current ride screen and select “Cancel ride”. The ride closes immediately and you're free to order a new one.

Reordering

After cancelling, the request for a new ride goes to nearby drivers. Your pickup and destination locations stay saved, so you don't have to enter them again — just confirm and the new driver is on the way to you.

Refunds

If the driver didn't show up, no fare is charged for that ride. If you notice a charge for a ride that didn't happen, contact us with the ride details and the amount will be refunded to you.

For support regarding billing or refunds, write to us at: info@isplit.mk