SINGAPORE – From March 11, Grab users can cancel their rides within 5 minutes of booking, without having to pay a cancellation fee.
According to an e-mail update by Grab on Sunday (March 3), changes to the cancellation policy will be introduced to account for the fact that there may be many reasons why users cancel a ride. For example, users might key in the wrong pickup point, or drivers could get stuck in traffic.
Currently, users can cancel up to two rides for free within a seven-day period, after which a charge of $5 will be imposed for each cancellation.
But as part of the new policy, users will instead be charged $4 for cancelling their rides after 5 minutes – or 3 minutes on GrabShare.
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Also, upon arrival, drivers will wait for up to 5 minutes – or 3 minutes on GrabShare – after which they will be allowed to cancel their rides. Users will then be charged $4 for not showing up on time.
Grab said in its e-mail to users that all of these charges on users “will be passed on to drivers for their effort and time”.
“All cancellation charges will be deducted via GrabPay, or added to (the user’s) next ride if (he or she) paid by cash,” the company added.
For each booking, users may be charged $4 for a late cancellation or $4 for not showing up on time, but not both at the same time.
Cancellation fees will also be waived if drivers arrive after the estimated time of arrival by more than 5 minutes. For example, if the user was allocated a driver who is 3 minutes away, but waited for more than 8 minutes.
The changes will apply to all Grab transport services except for GrabHitch, GrabShuttle and GrabShuttle Plus.
Grab Rolls Out a Happier Cancellation Policy
Grab’s new policy tweak is designed to keep the majority of rides rolling smoothly—less than 1% of bookings are expected to bite, meaning most people won’t even think twice after they’ve booked their ride.
What’s New?
With the updated cancellation rules, passengers can now change their minds with fewer hassles while keeping the ride‑hail ecosystem fair for drivers.
Grab CO’s Take on the Change
- “It gives folks more breathing space.”
- “And we’re still fair—or at least trying—to our driver partners.”
- “Constantly hunting for ways to make the platform better.”
Why It Matters
People who’ve booked a ride rarely cancel, so Grab’s new guidelines keep most of the traffic steady while providing a safety net for those rare scenarios—think last‑minute trip flips, venue mix‑ups, or the infamous “did I mean that?” moment.
All this is part of Grab’s mission to keep rides smooth and drivers happy, that ever‑evolving promise that keeps everyone on board.
