Uber has admitted to misleading Australian users 'even though they were entitled to cancel free of charge under Uber's own policy.' 9News
is being sued by Australia's consumer watchdog over fears it misled customers about when they would be charged a cancellation fee.
Between at least December 2017 and September 2021, the Uber rideshare app displayed a cancellation warning to consumers who sought to cancel a ride that said: "you may be charged a small fee since your driver is already on their way". "Uber admits it misled Australian users for a number of years, and may have caused some of them to decide not to cancel their ride after receiving the cancellation warning, even though they were entitled to cancel free of charge under Uber's own policy," ACCC Chair Gina Cass-Gottlieb said.In September 2021 Uber changed the warning message, if a ride was cancelled during the free cancellation period, to read: "you won't be charged a cancellation fee".
The algorithm that was used to calculate the estimated fare range inflated these estimates so that the actual taxi fare was almost always lower than that range, and consequently cheaper than Uber's lowest estimate.
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