Grab has just announced that they have updated their cancellation policy where customers will be charged a minimal fee when they cancel a ride.
Customers will only be charged in the following two situations – if riders cancel after 5 minutes of getting a driver or if the driver cancels the ride after waiting longer than 5 minutes for the rider to arrive at the pick-up point (3 minutes for GrabShare).
The cancellation fee ranges between RM3 to RM5 depending on the services selected (GrabCar to GrabCar Luxe). Grab has assured that 100% of the cancellation fee will go to the driver as a compensation for their time and effort.
However, the cancellation fee will be waived if the rider cancels the booking within 5 minutes or the driver does not arrive within 10 minutes after the first-shown estimated time of arrival. For example, if the app displays the driver being 3 minutes away but you’ve waited for more than 13 minutes, you will not be charged a cancellation fee.
In the event where riders think that they have been charged unfairly, they can file a request via Grab’s in-app Help Centre. If their investigations show that the riders were charged unfairly, Grab will reimburse the cancellation fee within 2 working days. Grab expects that this new cancellation policy will affect less than 1% of its bookings.