Gojek Imposes Rp3,000 Cancellation Fee for GoCar, Here Are the Full Rules

Gojek Indonesia has begun imposing a cancellation fee of Rp3,000 for its GoCar service. This policy does not apply to GoCar Instan and GoCar Rental services. The new rule has been implemented gradually since 3 February in several cities, including Bali, Surabaya, Yogyakarta, Medan, Bandung, and Makassar. The company stated that the scheme will be evaluated periodically before being rolled out to other cities.

According to an official statement, the cancellation fee is charged to customers under the following conditions: when a customer cancels after the driver has arrived at the pick-up point, or after the driver has travelled more than 1 kilometre towards the pick-up point, or when 7 minutes have passed since the customer was assigned a driver and the driver is en route. The fee also applies if the driver cancels after waiting at the pick-up point for 10 minutes or more.

The entire fee is paid to the driver partner as compensation for their waiting time and journey. Payment is made cashlessly via GoPay, card, or e-wallet. If the customer uses cash, the system will record the outstanding fee to be settled before the next booking. Customers will not be charged if the driver cancels outside the specified conditions, arrives at a location different from the one shown in the application, or if the cancellation occurs outside the stipulated rules. Customers who believe they have been wrongly charged can file a report through the help page on the Gojek application. A waiver is granted for the first cancellation, with the fee only applied to subsequent cancellations in accordance with the terms.