In November 2020, we shared with you our draft Heetch commitment charter, a crucial first step in building a healthier market. Find the charter and the details of the system, voted and approved by more than 63% by the drivers, hither.

One of the major axes of this charter is to make all the algorithms public, in particular the algorithm for allocating routes, in order to allow each driver to understand how the platform works. However, one of the criteria taken into account in the algorithm for allocating trips is the cancellation rate.

The cancellation rate

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The cancellation rate is equal to the number of cancelled trips, attributable to the driver, divided by the number of trip proposals accepted by the driver, out of your last 100 trips.

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As you know, drivers are free to accept a trip proposal or not. However, once a trip has been accepted, it should be completed. We therefore distinguish 3 types of cancellations:

• Fast cancellations : the driver cancels the trip just after accepting it, because he has made a false manipulation or realizes that he is not interested in the trip → Today they count for 1 in calculating the cancellation rate, but we want to change this and only make them count for ½, in order to have less impact on drivers, because this type of cancellation has fewer consequences on the reliability of the service.
• Long cancellations : the driver, several minutes after having accepted the trip, finally decides not to do it → Count for 1 in calculating the cancellation rate.
• Legitimate cancellations : those that are not the fault of the driver, but rather the responsibility of the passenger → Not included in the calculation of the cancellation rate. In particular, they concern:

Trips cancelled by the driver after showing up at the passenger's departure point;

Trips cancelled by the passenger while the driver is en route to the passenger.

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⚠️ Trips cancelled by the passenger because the driver did not get to his departure point are not counted in the cancellation rate but will be subject to being penalized. Indeed, a driver who accepts a trip, then decides not to take it, but without cancelling it and waiting for the passenger to feel obliged to cancel, takes the risk of being suspended immediately. We have tools at our disposal that allow us to identify this type of prohibited behavior that is very harmful to the reliability of the service and proceed with the suspension of drivers when it is proven. If you change your mind and no longer want to make a trip, it is your right, you just have to cancel it.

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How is it displayed on the app?

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On the application, your acceptance and cancellation rates are visible. You can click on your rate to see the details. In particular, you specify the number of trips completed, the number of trips cancelled, and the number of cancellations not included in your rate.

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💡 What you need to know

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Drivers are free to accept a trip proposal or not. Once a trip has been accepted, it should therefore be completed. However, as professional drivers, we are aware that sometimes you have no choice but to cancel a trip, for reasons that are not necessarily your fault.

This is why a cancellation rate of up to 20% is allowed on the platform. This is equivalent to 1 trip out of 5 that you can cancel without consequences, and not including cancellations not included in your cancellation rate that are listed above. This limit makes it possible to guarantee a reliable and professional service and the correct functioning of the platform.

The definition of the rules for assigning cancellations is available at any time, and by city, on the web page www.heetch.com/infoscharter.

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Find the details of the other algorithms in place on the platform here 👇

• Algorithm for allocating routes
• Acceptance rate calculation

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