GoCar Customers Now Charged Cancellation Fee, Drivers Receive Compensation

Gojek has officially implemented a cancellation fee of Rp 3,000 for customers of its GoCar service. The policy applies to all GoCar services, except GoCar Instant and GoCar Rental.

According to detikFinance, the cancellation fee is being introduced in stages starting 3 February in several major cities, including Bali, Surabaya, Yogyakarta, Medan, Bandung, Malang, and Makassar. Gojek stated it will continue to evaluate the policy before expanding its application to other cities.

Based on information on Gojek’s official website, the cancellation fee is charged to customers when a cancellation is made by the customer or by the driver. A customer cancellation occurs when the driver has arrived at the pick-up point. It also applies when the driver has travelled more than 1 kilometre towards the pick-up point or 7 minutes have passed since the customer was assigned a driver and the driver is moving towards the customer’s location.

Meanwhile, a driver cancellation occurs after waiting for the passenger at the pick-up point for 10 minutes or more. The cancellation fee charged to the customer is paid 100 per cent to the driver.

“The cancellation fee will be paid 100 per cent to driver partners as a form of compensation for the waiting time or the pick-up process that has already been undertaken,” Gojek stated on its official website on Monday (29/6/2026).

Payment of this cancellation fee is made cashlessly via GoPay, card, or e-wallet. However, if the customer chooses cash, the system will record the fee that needs to be paid before ordering again.

Nevertheless, there are three criteria under which customers will not be charged a fee if they cancel. First, the cancellation is made by the driver outside the applicable cancellation provisions. Second, the online taxi partner arrives at a pick-up point that does not match the location in the application. Third, the cancellation occurs outside the applicable cancellation fee provisions.

However, customers will not be immediately charged a cancellation fee. On the first cancellation, the system will provide a fee waiver for an unspecified period. “The cancellation fee will only be charged on subsequent cancellations in accordance with the applicable provisions. We are taking this step as a form of commitment to creating the best experience for all parties in the Gojek ecosystem,” the statement concluded.