Manage Getgo

How to cancel getgo in singapore: refunds, timelines, and your consumer rights

What getgo is and why you might cancel

Getgo is a Singapore-based car-sharing service that lets you book vehicles on an hourly or mileage basis through a mobile app. You pay by the hour, by distance travelled, or through a monthly DrivePlus subscription that discounts each booking. If you've signed up but no longer need the service, or if a specific booking isn't working out, you need to know exactly how cancellation works and what money you can recover. At Stopee, we help you navigate cancellation with confidence and clarity.

Common reasons to cancel getgo

You might cancel a single booking because your plans changed, transport wasn't available when you needed it, or the price didn't suit your budget. You might cancel your DrivePlus subscription because you're not booking often enough to justify the S$5.99 monthly fee. You might delete your entire Getgo account if you've switched to another car-sharing provider or no longer drive in Singapore. Whatever your reason, Stopee walks you through every step so you don't lose money to hidden fees or confusing deadlines.

Getgo pricing and subscription plans

Understanding what you're paying for makes it easier to decide whether to cancel and what refunds you can expect.

Hourly rates and mileage charges

Getgo charges by the hour and by the kilometre. Your hourly rate depends on the vehicle type and the time of day you book. Off-peak hours (typically late evening and night) cost less than peak hours (morning and evening commute times). Every kilometre you drive adds to your bill after the booking ends.

How subscriptions work and when to cancel them

Your DrivePlus subscription renews automatically each month. The discount applies to up to 10 bookings per billing cycle, so if you make fewer than five bookings per month, you're paying S$5.99 for savings you won't use. You can cancel the subscription at any time through the Getgo app without losing access to standard hourly bookings. Cancelling the subscription does not cancel any active bookings; you must handle those separately.

How to cancel a getgo booking through the app

Cancelling a single booking is the fastest way to free up time or reduce a charge if your plans change.

Step-by-step booking cancellation

1. Open the Getgo mobile app on your phone and sign in with your account credentials.
   • Make sure you have the latest version of the app installed for the smoothest cancellation process.
2. Tap My Bookings or navigate to your active reservations.
   • You'll see a list of all current and upcoming bookings.
   • Locate the booking you want to cancel.
3. Select the booking and tap the Cancel button.
   • The app will display the cancellation fee (if any) based on how much time remains before your booking starts.
4. Review the cancellation summary to confirm the refund amount or charges.
   • Note the exact timestamp shown on your confirmation screen.
   • This timestamp determines whether you qualify for a full refund or a partial charge.
5. Tap Confirm cancellation to finalize the request.
   • You'll receive an immediate in-app confirmation with a cancellation reference number.
   • Save this reference number in case you need to dispute the charge later.
6. Check your email for a booking cancellation receipt within a few minutes.
   • This email serves as your proof of cancellation and is important to keep for your records.

Pro tip: Cancel as far in advance as possible-at least 48 hours before your booking starts-to avoid any cancellation fees and maximize your refund. Even a few hours can mean the difference between a full refund and a partial charge.

Cancelling your DrivePlus subscription

If you want to stop paying the monthly S$5.99 subscription fee, you cancel the subscription (not individual bookings) through the app.

1. Open the Getgo app and sign in.
2. Go to your account settings or profile section.
   • Look for "Subscriptions", "Billing", or "Plans".
3. Find your active DrivePlus subscription.
4. Select the option to cancel subscription or manage subscription.
   • The app will ask you to confirm your decision.
   • You may see an optional survey asking why you're cancelling.
5. Confirm the cancellation.
   • Your subscription ends at the end of your current billing cycle, not immediately.
   • You'll continue to receive the S$2 discount on any bookings you make until that date.

Warning: Cancelling your subscription does not refund the monthly fee you've already paid for the current billing cycle. You can only cancel future charges, not past ones.

Refunds and cancellation fees: the timeline that matters

Your refund depends entirely on when you cancel relative to when your booking starts. Getgo's cancellation policy is strict about timing, so it's crucial you understand the windows.

The three cancellation windows

• More than 48 hours before booking start: You receive a full refund of all charges, including the platform fee. Zero cancellation penalty.
• Between 1 hour and 48 hours before booking start: You're charged for 1 hour of the booking rate plus 20 percent of the remaining scheduled time. The platform fee is not refunded.
• Less than 1 hour before booking start: You're charged for 1 hour of the booking rate plus 50 percent of the remaining scheduled time. The platform fee is not refunded.
• After the booking has started: You receive no refund. You pay the full hourly rate plus mileage charges for any time and distance used.

Example refund scenarios

Imagine you book a Getgo vehicle at S$5 per hour for 4 hours starting at 10 a.m. tomorrow, plus a S$2 platform fee (total S$22). Here's what happens in different cancellation scenarios:

• You cancel at 9 a.m. today (25 hours early): Full refund of S$22.
• You cancel at 2 p.m. today (20 hours early): Full refund of S$22.
• You cancel at 8 a.m. tomorrow (2 hours before start): Charged S$5 (1 hour) + 20% of S$15 (remaining 3 hours) = S$5 + S$3 = S$8. Platform fee lost. Net refund: S$14.
• You cancel at 9:45 a.m. tomorrow (15 minutes before start): Charged S$5 (1 hour) + 50% of S$15 (remaining 3 hours) = S$5 + S$7.50 = S$12.50. Platform fee lost. Net refund: S$9.50.
• You start the booking and drive for 1 hour, then cancel: You owe the full hourly rate (S$5) plus mileage. No refund.

These examples show why early cancellation saves you money. At Stopee, we encourage you to cancel as soon as you know your plans have changed.

How refunds are processed

Getgo refunds go back to the payment method you used to book. If you paid by credit card, the refund appears within 3 to 5 working days. Your bank may take an additional 1 to 2 days to process the credit. Check your original booking email to see exactly which card or payment account was charged, then contact your bank if the refund hasn't appeared after a week.

Pro tip: Always keep your booking confirmation email and your cancellation reference number together. If a refund doesn't arrive as expected, you'll need both to dispute the charge with your bank or escalate to Getgo support.

Your consumer rights when cancelling getgo

Singapore's Consumer Protection (Fair Trading) Act protects you when you buy goods or services. Getgo's cancellation policy is more restrictive than the law in some cases, but you have recourse if the service isn't as described or if Getgo fails to refund you correctly.

What the consumer protection (Fair trading) act covers

Under this Act, you have the right to cancel goods or services under certain conditions. For Getgo bookings, the key protections are:

• The service must be provided with reasonable care and skill.
• The service must be fit for the purpose you intended.
• Any description of the service (availability, vehicle condition, pricing) must be accurate.
• You must receive goods or services within a reasonable time.

If Getgo fails on any of these points-for example, a vehicle isn't available when you book it, or the hourly rate displayed is wrong-you can request a refund beyond Getgo's standard cancellation windows.

When to escalate to the consumer association of singapore

If Getgo refuses your refund claim, doesn't respond to your support emails within 7 days, or you believe they've breached consumer law, you can lodge a complaint with the Consumer Association of Singapore (CASE). CASE mediation is free and non-binding, and it often persuades companies to settle disputes quickly. Visit their website at case.org.sg to file a complaint.

Warning: CASE mediation has no legal power to force Getgo to refund you, but companies typically respond more seriously to formal consumer complaints than to individual emails. Having Stopee by your side helps you gather evidence and make your case stronger.

Deleting your getgo account entirely

If you want to remove all your personal data and booking history from Getgo, you'll need to request account deletion directly.

How to request account deletion

Getgo does not provide a clickable "Delete account" button in the app. Instead, you must contact their support team by email. Here's how:

1. Open the Getgo app and go to Help or Settings.
2. Find the contact email address listed in the app (usually in the Help section or at the bottom of your profile).
3. Send an email to that address with the subject line: "Request for account deletion".
   • Include your full name, account email, and phone number linked to your Getgo account.
   • State clearly that you want to permanently delete your account and all associated data.
4. Getgo support will respond within 5 to 7 working days to confirm deletion or ask for additional verification.
   • They may ask you to verify your identity by phone or email.
5. Once verified, your account is deleted within 24 to 48 hours.
   • You'll lose access to all bookings, payment history, and profile data.

Pro tip: Before you request account deletion, cancel any active bookings and your DrivePlus subscription. Deleting your account immediately closes all bookings, which may trigger last-minute cancellation fees.

Common mistakes to avoid when cancelling

Cancellation can feel stressful, especially if you're losing money. We've seen countless people make avoidable errors that cost them extra fees or lost refunds. Here's what not to do:

Mistake 1: cancelling via email instead of the app

If you email Getgo asking them to cancel a booking, there's no guarantee they'll process it in time. The app timestamp is what counts-it's the legal record of when you cancelled. Always use the app for immediate, timestamped confirmation. Email is for account deletion requests only.

Mistake 2: assuming the platform fee is refundable

The S$2 platform fee is non-refundable once you're within 48 hours of your booking start. You can't recover it, no matter how much notice you give after that point. This is Getgo's rule, not a glitch. Budget for it as a sunk cost if you cancel late.

Mistake 3: cancelling during peak pricing hours

If you cancel less than 1 hour before a peak-hour booking (S$9/hour), your cancellation fee jumps to 50 percent of the remaining time. A 4-hour peak booking cancelled at the last minute costs you S$9 + 50% of S$27 (remaining time) = S$22.50 in cancellation charges alone. Cancel off-peak bookings instead when possible.

Mistake 4: not checking your refund after 7 days

If a refund doesn't appear in your account within a week of cancellation, contact Getgo immediately. They rely on you to notice missing refunds. At Stopee, we recommend checking your email receipt against your bank statement within 3 days to spot any gaps early.

What happens after you cancel

Cancellation affects your account in specific ways. Understanding what stays and what goes helps you plan your next steps.

Your account remains active

Cancelling a single booking or your subscription does not delete your Getgo account. Your profile, payment method, booking history, and phone number remain in the system. You can book again anytime without re-registering. If you want a completely fresh start, you must request account deletion via email (covered above).

DrivePlus subscription cancellation doesn't refund old charges

If you cancel your DrivePlus subscription, you stop paying S$5.99 next month, but you don't get S$5.99 back for the current billing cycle. The fee is non-refundable once the month has started. Cancel on the day you sign up if you change your mind, and you may qualify for a refund, but Getgo is under no obligation under their standard terms.

Your payment method stays on file

Cancelling bookings or subscriptions doesn't remove your saved credit card or payment account from Getgo. If you're closing your account permanently, update or remove your payment details before requesting account deletion to avoid any future accidental charges.

Checklist: before and after you cancel

Use this checklist to ensure your cancellation goes smoothly and you don't miss any refunds or deadlines.

Getting help when getgo won't cooperate

Most cancellations go smoothly, but Getgo's support team doesn't always respond quickly or rule in your favour. Here's what to do if you hit a wall.

Contacting getgo support directly

You can reach Getgo through the app's Help section or by email. Provide your full name, account email, booking reference number, and a clear description of the issue. Ask them to confirm the refund amount and the expected date it will appear in your account. Give them 5 working days to respond before escalating.

Disputing a charge with your bank

If Getgo refuses to refund a cancellation fee you believe was charged in error, you can file a dispute (also called a "chargeback") with your bank. Your bank will ask you to provide your cancellation email receipt, the cancellation reference number, and a written explanation of why you believe the charge was wrong. Your bank will contact Getgo and force them to either refund or provide evidence that the charge was valid. This process takes 2 to 4 weeks but often succeeds.

Filing a complaint with CASE

If you've waited 7 days for a response from Getgo, or if they've refused a refund you believe you're entitled to, lodge a complaint with the Consumer Association of Singapore (CASE). CASE will mediate between you and Getgo at no cost to you. Visit case.org.sg to start the process. Bring your cancellation receipt, reference number, and any emails from Getgo as evidence.

Contact information and physical address

Getgo does not advertise a public physical address for cancellation requests. All booking cancellations must be handled through the mobile app, and account deletion requests must be sent via email. The contact email address is found in the Getgo app under Help or your profile settings. If you cannot find it, check your original account confirmation email from Getgo-the support address is usually listed there.

For corporate inquiries or formal complaints, you may search for Getgo's registered office address in Singapore's Accounting and Corporate Regulatory Authority (ACRA) database at acra.gov.sg using the company name "Getgo".

Final thoughts: take control of your cancellation

Cancelling Getgo is straightforward when you understand the rules and act with the right timing. Cancel within 48 hours of a booking start and you lose the platform fee, but no more. Cancel less than an hour before and you pay a steep penalty. Cancelling your subscription stops future charges but not past ones. Know your refund window, keep your confirmation emails, and escalate to your bank or CASE if Getgo won't cooperate.

Stopee exists to give you clarity and confidence when cancelling subscriptions and car-sharing bookings like Getgo. We've helped thousands of consumers recover refunds, avoid hidden fees, and take back control of their spending. If you're unsure about your refund or need support through a dispute with Getgo, visit Stopee (stopee.com) to access free guides, templates, and next steps tailored to your situation. Your money is yours to protect.