Cancellations are part and parcel of everyday life – we understand! Sometimes you no longer need a GoCar, and other times you’ve accidentally put in the wrong pick-up point. We’re here to help guide you through Gojek’s cancellation fee policy. 

You will be charged $4 if you cancel:

• After 5 minutes from when you’ve been matched to a driver or
• As soon as your driver arrives at your pick-up location or
• [NEW] Your driver cancels 5 minutes after arriving at your pick-up location
• The 5-minute countdown does not include any time that your driver is still completing a previous trip

How do I avoid getting charged a cancellation fee?

You will not be charged if you cancel:

• Within 5 minutes from getting matched to a driver (as long as the driver hasn’t arrived at the location) or 
• After 5 minutes from the initial indicated ETA (and the driver hasn’t arrived at the location)

Tip: Make sure to book a ride only when you’re ready to go and/or already waiting at the pick-up point!

Why have a cancellation fee?

The cancellation fee helps ensure a smoother and fairer experience for all users on the platforms, including your drivers!

Can I use vouchers to offset any cancellation fee?

Unfortunately, no – vouchers cannot be used on cancellation fees.

I think I’ve been wrongly charged a cancellation fee.

Not to worry, we’ve got your back! Reach out to us via in-app help and we’ll help you get things sorted as soon as possible.

Here’s how:

1. Launch your Gojek app
2. Go to Help & My Tickets > Fares & Charges 
3. Select ‘I was charged a cancellation fee’ 
4. Describe and submit.

My driver is still completing another trip. Will I be charged if I cancel now?

Not to worry – you'll only be charged a cancellation fee if you cancel after 5 minutes from when your driver makes their way to you – that is, after they complete any previous trip.

For more on cancellation fees, click here.