News · 19 Sep 2022

👍 All new waiting fee and updated cancellation fees

The new waiting fee, one of the most highly requested features from driver-partners, will not only improve your driving experience by encouraging customers to arrive on time, but also compensate you for your time if you need to wait for late customers.


Taking into consideration the needs of both our driver-partners and customers, the 4 minute grace period aims to strike a balance that is fair and acceptable to all, for a smooth Gojek experience.



All service types except GoTaxi will be eligible for the waiting fee.


It will be available on GoPartner for both Android (version 1.26 or later) and iOS (version 1.8 or later) devices from 26 September 2022 onwards.

Update your GoPartner app to the latest version to experience the improvements for yourself!


Our cancellation fee policy will also be updated to reflect the same grace period. This means that after 4 minutes of waiting, you will be able to choose to receive either a cancellation fee or waiting fees.



Read on for the details.


How it works




Step 1: After arriving at the pick-up location, you must swipe “I have arrived” for the timer to begin. The timestamp indicated marks the time when the 4 minute grace period will end, and when you will be eligible for the waiting fee.


Important: If you do not swipe “I have arrived”, you will not be able to receive a waiting fee even if you have waited for the customer for more than 4 minutes.


If there is a need to set up child seats or load luggages into the car boot, this should be done after swiping that you have picked up the customer.



[NEW] Choose to wait for the customer and be compensated


Step 2: After the 4 minute grace period, you will have the option to keep waiting for the customer, or cancel the trip. 


Important: You can only receive EITHER a cancellation fee OR waiting fees.


If you choose to continue waiting for the customer, you will receive $3 for every 5 additional minutes of waiting, up to a maximum of $9. You will only receive the waiting fees after completing the trip.


Examples


1. If you have waited for a total of 9 minutes after swiping “I have arrived”, you will receive $6 in waiting fees:

  • After the first block of 4 minutes: $3
  • At the end of 9 minutes: +$3 

2. If you have waited for a total of 15 minutes, you will receive $9 in waiting fees:

  • After the first block of 4 minutes: $3 waiting fee
  • At the end of 9 minutes: +$3 waiting fee
  • At the end of 14 minutes: +$3 waiting fee
  • 15th minute: no waiting fee, as the $3 waiting fee is based on 5 minute blocks

3. If you choose to wait for more than 20 minutes, e.g. 25 minutes, you will only receive a maximum of $9 in waiting fees.


We recommend that you continue to communicate with the customer via chat/calling them to ensure that they are on the way, to make a more informed decision on how long you should continue waiting for the customer. 


Important: If the customer cancels the trip even if you have waited at the pick-up point for more than 4 minutes, you will only be eligible for the $4 cancellation fee instead of any waiting fees.


Please be reminded that any form of intentionally abusing the system for compensation will be taken seriously, and may result in the suspension of your driver account.


Choose to cancel the trip


If you choose to cancel the trip instead of waiting after 4 minutes of arriving, you are eligible to receive a $4 cancellation fee credited to your Earnings Wallet immediately. However, this may draw down from your cancellation quota or may impact your performance if no valid reason is selected. More details: gjk.sg/quota


Step 3: You will be able to see the waiting fee in your order summary, after completing the trip.


FAQs



Q: I have waited for 4 minutes or longer at the pick-up location, why am I not getting a waiting fee even though I’ve completed the trip?

A: The 4-minute wait time starts only when you have indicated that you have arrived by swiping "I have arrived" on your driver-partner app. Please remember to do so when you are at the pick-up location in order to be eligible for the waiting fee after 4 minutes.


Q: I waited for more than 4 minutes at the pick-up point after swiping “I have arrived”, but the customer canceled the trip. Will I still be eligible for the waiting fees?

A: You will only be eligible for either a cancellation fee or waiting fees. As the customer has canceled the trip, you will only receive the cancellation fee. We recommend that you continue to communicate with the customer via chat/calling them to ensure that they are on the way, to make a more informed decision on how long you should continue waiting for the customer. 


Q: Is there any service fee on the waiting fee?

A: No, the full amount will be credited to your Earnings Wallet upon completion of the trip. There is no service fee.


Q: Do I have to manually input waiting fees ?

A: No, waiting fees will be added automatically to your total earnings.

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