According to the company’s official announcement, Gojek started implementing the policy on Feb. 3, 2026, in Bali, Surabaya, Yogyakarta, Medan, Bandung, Malang and Makassar.
The company said it will review the policy regularly before expanding it to other cities.
Gojek will transfer 100% of the cancellation fee to drivers as compensation for the time they spend waiting or traveling to pick up passengers.
Passengers must pay the fee if they cancel after the driver arrives at the pickup point.
The charge also applies if the driver has traveled more than 1 kilometer toward the pickup location. In addition, Gojek will charge the fee if a passenger cancels more than seven minutes after the app assigns a driver and the driver has already started the trip to the pickup point.
Drivers can also trigger the fee under certain conditions.
If a driver waits at the pickup location for 10 minutes or longer before canceling, Gojek will apply the Rp3,000 charge to the passenger.
Passengers can pay the fee through GoPay or another supported digital payment method.
Customers who choose cash payments will see the unpaid fee recorded in their account. They must settle the balance before placing another GoCar order.
However, Gojek will not charge passengers in several situations.
For example, the company will waive the fee if drivers cancel outside the policy rules or arrive at a location that differs from the pickup point shown in the app.
Passengers who believe Gojek charged the fee incorrectly can submit a complaint through the app’s Help feature.
Meanwhile, Gojek said it will waive the cancellation fee for a customer’s first eligible cancellation. The company has not announced when that waiver period will end.
The cancellation fee does not apply to GoCar Instant or GoCar Rental services.
