News · 16 Feb 2021

Ask Gojek: when will I be charged a cancellation fee?

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.


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.

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