As part of the #AmanBersamaGoPay user safety campaign, we present to you the Money Back Guarantee program.

By upgrading your account to GoPay Plus, you can enjoy the benefits of extra protection for your balance where you can claim a refund is a loss beyond your control, such as:

1. Brute force Gojek / GoPay account take over and you find the GoPay balance/GoPayLater limit/GoPay Coins reward balance/GoPay Tabungan balance is not in accordance when you don't make a transaction.
2. Phone loss: The account is used irresponsibly due to the loss of a mobile phone that is still connected to the Gojek account which causes a loss to the GoPay balance/GoPayLater limit/GoPay Coins reward balance/GoPay Tabungan balance.
3. Driver did not pick up or run your booking: Status has been completed, but the item is not delivered or the customer is not picked up by the driver which caused monetary loss in the form of a deducted balance. If you experience this, please report it in the article:
   • "Driver didn't pick up but has completed my trip"* for transportation services such as GoRide/GoCar/GoCarL/GoBluebird.
   • "Driver completed my purchase  without delivering it"* for GoFood, GoShop and GoMart.
   • “My package delivery was completed without being delivered by the driver"* for GoSend.

To claim a refund of Money Back Guarantee, please make sure these following things first:

• You have upgraded your GoPay account to GoPay Plus before the case happened
• You have set the GoPay PIN before the case happened
• Submit your claim in a maximum of 60 days after the case happened
• You have read Money Back Guarantee Terms and Conditions HERE

You can submit a claim HERE*

*You can submit a claim by filling in the form that is only accessible when you open this page on your phone/tablet

With Money Back Guarantee, now you will enjoy a worry-free transaction with your balance. Don't forget to always apply J.A.G.A, because your account safety is also your responsibility

*)Link is only accessible when you open this page on your phone/tablet.