Gojek cuts cancellation grace period to 4 minutes

The new cancellation and waiting policy take effect on 26 September.

Ride-hailing services firm Gojek has shortened the grace period for cancellation of GoCar service to four minutes from the current five minutes allowable time, effective on 26 September.

In an update, passengers would be charged $4 if they cancel four minutes after they have been matched to a driver, when the driver arrives at the pick-up location, or if the driver cancels after waiting for more than four minutes.

They can cancel free of charge if the driver has not arrived at the location more than five minutes have passed from the initial estimated time of arrival.

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Gojek said customers will be charged $3 as a waiting fee for the first five minutes after the grace period, and another $3 per five-minute waiting block, with a total capped fee of $9.

“To avoid any waiting fees, make sure to book only when you’re ready to get going, and be at the pick-up location within 4 minutes from when your driver has arrived,” Gojek said.

Gojek said passengers may contest through the app if they have been wrongly charged a cancellation or waiting fee.