How it works
How reliability works
Reliability reflects how dependable you are to the people sharing rides with you. We use a simple four-zone framing — Green, Yellow, Amber, Red — that maps directly to what happens next on your account.
Policy last updated:Jun 11, 2026
GreenYellowAmberRed
green zone
Green- Trigger
- 0 offences in the current window.
- What happens
- Clear standing — nothing to worry about. Hosts in Green can post and run trips normally.
- What to do
- Keep doing what you're doing — completing trips on time keeps you here.
- When it clears
- You're already in clear standing — there's nothing to clear.
yellow zone
Yellow- Trigger
- 1st offence — a single recent cancellation or no-show.
- What happens
- A warning is recorded on your account, but no suspension applies. Your hosting is not interrupted.
- What to do
- Treat this as a heads-up. Honour upcoming trips and avoid further cancellations close to departure.
- When it clears
- Your offence counter resets after 12 months of clean activity, returning you to Green.
amber zone
Amber- Trigger
- 2nd offence in the current window.
- What happens
- A 0-day temporary suspension applies. New trips can be posted again once the suspension ends.
- What to do
- Wait out the cool-off, then resume hosting carefully — a third offence triggers Red.
- When it clears
- Once the suspension ends and you complete trips cleanly for 12 months, the offence counter resets.
red zone
Red- Trigger
- 3rd offence in the current window.
- What happens
- A 0-day longer suspension applies.
- What to do
- Reach out via the contact & report flow if you believe a recent cancellation was outside your control — appeals are reviewed individually.
- When it clears
- Like Amber, the offence counter resets after 12 months of clean activity following the suspension.
What counts as an offence
These are the host actions that move you up the zone ladder. Passenger cancellations are not counted against your record.
| Action | Counts toward | Notes |
|---|---|---|
| Host cancels early | Counts as 1 offence | More than 12 hours before departure. First offence is a warning. |
| Host cancels mid-range | Counts as 1 offence | Between 3 and 12 hours before departure. |
| Host cancels late | Counts as 1 offence | Less than 3 hours before departure. |
| Host no-show | Counts as 1 offence | Host did not start the trip within the 360-minute grace window after departure. |
| Passenger cancels a booking | No impact | No impact on host reliability. Refund timing follows the passenger cancellation policy. |
First offence: A warning is recorded but no suspension applies — that's the Yellow zone. The ladder above starts from the second offence.
How points reset
- After 12 months of clean activity (no cancellations or no-shows), your offence counter automatically resets to zero — back to Green.
- Each completed trip helps — consistent hosting is the fastest way to recover from a Yellow or Amber zone.
- The lifetime-offence counter (used for the permanent-suspension review) does not reset — it's the long-term backstop, not a rolling window.
FAQ
- Do passengers have reliability too?
- Passengers are governed by a separate cancellation policy (charges escalate as departure approaches), not by zones — the consequences for passengers are monetary, not suspension-based.
- Is the first offence free?
- The first offence puts you in the Yellow zone — a warning only, no suspension. Subsequent offences follow the Amber → Red ladder.
- Does a cancelled booking move me up a zone if the passenger cancelled?
- No. Only your own cancellations and no-shows count. Passenger cancellations have no effect on your zone.
- Can I appeal a suspension?
- Yes — reach out through the contact & report flow with your trip or booking reference and a brief description. Our trust & safety team reviews every appeal.