Your overall star rating is an average of individual ratings provided by riders from your past 500 trips.
If you receive a rating of 4 stars or below on a trip for a reason that is out of your control, like a bad GPS route or traffic, the rating will be excluded from your overall rating. See more about ratings here.
Cancellation rate
If you’re a driver with Gold, Platinum, or Diamond status and your cancellation rate rises to between 4.01% and 10%, you won’t be able to reach a higher status by earning more points. You will maintain your current status and have access to your current rewards.
If your cancellation rate rises above 10%, you will lose access to your Gold, Platinum, and Diamond rewards immediately. To earn back your rewards, your cancellation rate must return to 4% or below.