[Updated 1 Feb 2023]

We hear you on your top frustrations on the road:

• Waiting for customers who are not at the pick-up point
• Customer no-show
• Unable to locate customer

These are time consuming moments that could have translated to more earnings. 

That is why we’ve enhanced our cancellation fee policy (launched 20 July 2020) to ensure you remain fairly compensated for your time and efforts. That means you can cancel orders after waiting for more than 4 minutes at your customer’s pick-up location (don’t forget to swipe “I have arrived”). This ensures you remain fairly compensated for your time and efforts.

Live from 24 February 2021

We have successfully piloted this enhanced cancellation fee feature and are pleased to announce the launch of this feature to all users from 24 February 2021, where all trips will be subject to cancellation fees.

*Back to back orders

Already received another order before completing your current order? 
To ensure fairness to customers, you will only receive the cancellation fee if you cancel after 4 minutes of being on the way to them.

We hope this enhancement will better protect your earnings as we continue to work towards building a fairer Gojek community.

However, please be reminded that your performance will be impacted if you do choose to cancel the trip.

Here’s a step-by-step guide:

Step 1: Swipe up at the ongoing order screen 

Step 2: Select the "Cancel" button

Step 3: Select one of the reasons for the cancellation within the red boxes after you have waited for more than 4 minutes at the pick-up location

FAQs

Q: I waited for the customer for more than 4 minutes at the pick-up point, do I get a cancellation fee?

A: Yes, if you are already at the pick-up point for 4 minutes or longer but are unable to locate or pick-up the customer, you may select one of the following reasons and cancel the order. A cancellation fee will be credited to your driver wallet immediately.

• I could not locate the customer 
• The customer entered an incorrect pick-up location
• My customer asked to cancel
• The customer had a pet
• There was too much luggage
• There were too many passengers
• Customer was not wearing a mask
• I do not have a child seat 

Q: I have waited for 4 minutes or longer at the pick-up location, why am I not getting a cancellation fee when I cancelled 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.

Q: My customer cancelled the trip 4 minutes after the booking, but I didn’t receive any compensation. Why?

A: This is likely because you took longer than the estimated time of arrival to get to the pick-up point, or were not moving in the direction of the customer’s pick-up point. 

If you are facing delays (eg. stuck in traffic), please reach out to the customer via call or in-app chat to let them know you are on the way. 

Do try your best to ensure that you arrive at the pick-up point on time, and only swipe ‘I have arrived’ when you have reached the pick-up point. 

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

A: No, the full amount of $4 will be credited to your driver wallet. There is no service fee.

Q: Will I still be able to submit a request for cancellation via the Help Centre?

A: No. With the launch of the new cancellation quota feature on 23 August, we will no longer be accepting system cancellations via the Help Centre, and all order cancellations will be handled via in-app cancellation.

This means that there will be no need to request for a cancellation fee on your end as well!