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Cancel Gogovan: The Right Way
How to cancel gogovan in singapore: your complete guide to free cancellations and refunds
What is gogovan and how does it work
Gogovan is an on-demand logistics platform that matches you with drivers and vehicles for same-day deliveries and transport jobs across Singapore. You book directly through the mobile app, select your vehicle size from motorcycle to 24-foot lorry, and pay per job rather than through a subscription. The platform handles everything from driver matching to in-app communication, making urgent courier and moving jobs straightforward.
How gogovan bookings function
When you open the Gogovan app, you enter your pickup and drop-off locations, select a vehicle type that suits your load, and confirm payment. The platform then matches an available driver to your job request. Once a driver accepts, your booking is live unless you cancel according to Gogovan's rules. If you need to cancel, your options depend on whether a driver has already been assigned to your job.
Why cancellations matter
Understanding how to cancel Gogovan bookings protects you from unexpected charges, helps you avoid cancellation fees, and ensures you know your rights if a driver no-shows or double-charges you. Stopee recommends learning your cancellation options before you book, so you can act quickly if plans change.
Gogovan pricing by vehicle type
Gogovan charges per job based on your vehicle size, distance, and surcharges like late-night or CBD fees. Understanding your bill helps you spot overcharges and know what refunds you might be entitled to claim.
Service pricing table
| Vehicle type | Base price (SGD) | Billing | Key surcharges |
|---|---|---|---|
| Motorcycle (documents, small parcels) | S$13-24 | Per job | CBD S$2; late-night 10-20%; waiting S$3 per 10 mins after 10-min grace |
| Sedan (up to 2 shoeboxes, fragile items) | S$13-35 | Per job | CBD S$2; late-night 10-20%; waiting S$3 per 10 mins after 10-min grace |
| Van (bulk items with loading) | S$25-39 + S$1 platform fee + S$15 manpower (first helper) | Per job | CBD S$3; late-night 10-20%; waiting S$5 per 10 mins |
| 10-foot lorry (large moves) | S$42-71 + S$1 platform fee + S$30 manpower (first helper) | Per job | CBD S$3; late-night 10-20%; waiting S$5 per 10 mins |
| 24-foot lorry (major relocations) | S$85-130 + S$1 platform fee + manpower S$30 each helper | Per job | Waiting charged at S$10 per 10 mins; high-demand surcharge from 15% |
| Motorcycle + manpower (small delivery with setup) | S$13-24 + S$10 manpower | Per job | Same as motorcycle; late-night 10-20% |
Understanding gogovan charges
Gogovan's per-job model means you pay only for deliveries you complete. However, waiting charges, CBD surcharges, and late-night premiums can add 10-20% to your base fare if you book outside peak hours or in central areas. Stopee advises checking your itemised receipt after every booking to catch duplicate charges or unexpected fees before you cancel.
How to cancel gogovan before a driver is assigned
If you cancel before a driver accepts your job, you avoid most cancellation fees and can often recover your full payment. This is the quickest and cleanest cancellation path.
Steps to cancel immediately through the app
- Open the Gogovan mobile app on your phone.
- Navigate to your active jobs or bookings section.
- Find the booking you want to cancel and select it.
- Tap the cancel option (usually a red cancel button or menu choice marked "Cancel booking").
- Confirm your cancellation when the app asks you to verify.
- Take a screenshot of the cancellation confirmation screen, including the booking ID and timestamp.
- Check your email for a cancellation receipt within 5-10 minutes.
What happens immediately after
Your booking is terminated the moment you confirm cancellation in the app. No driver is dispatched for that job. The platform removes your job from the active queue, so no driver can accept it. You should see a refund or credit to your original payment method within 24-48 hours if the cancellation is processed before any driver match occurs. Pro tip: most pre-match cancellations are free, but always check your receipt to confirm you were not charged a cancellation fee.
How to cancel gogovan after a driver is assigned
Once a driver has accepted your booking, cancellation becomes more complex and may incur a fee. Acting fast and following the correct process helps you minimise charges and maintain a record for disputes.
Contact gogovan customer service immediately
- Call Gogovan's Singapore customer service hotline at 6836 1110 during business hours (9 am-6 pm daily).
- Provide your booking ID (found in your active jobs list or booking confirmation email).
- Explain that you need to cancel after a driver has been assigned.
- Ask the customer service agent whether cancellation is still free or if a cancellation fee applies.
- If the agent approves cancellation at no charge or a reduced fee, ask for a confirmation number and the name of the agent who processed your request.
- Request an email confirmation of the cancellation decision.
If customer service hours are closed
- Contact the driver directly via the in-app chat or call function; drivers can relay urgent cancellation requests to platform support.
- Send a message to the driver clearly stating you need to cancel the job and ask them to inform Gogovan immediately.
- Follow up with the hotline during the next business day (9 am-6 pm) with your booking ID and evidence of your cancellation request.
Document everything for your records
Warning: disputes over post-match cancellations are common, so always keep evidence. Record the time you called, the name or employee ID of the agent, your booking ID, and the driver's name and vehicle registration. Screenshot any in-app messages you send to the driver about cancellation. Save your email confirmation. If Gogovan later charges you an unexpected fee, this documentation proves when and how you requested cancellation and strengthens any dispute or refund claim you file later.
Refunds and when you qualify for your money back
Gogovan does not advertise a statutory 14-day cooling-off period for individual delivery bookings like consumer goods. Your refund eligibility depends on the reason for cancellation and when you cancel relative to driver assignment. Understanding these rules helps you know which situations entitle you to a full refund.
Refund scenarios that favour you
- Cancellation before driver assignment: you are entitled to a full refund in most cases. Gogovan may retain a small platform fee, but the majority of your payment should be returned within 1-2 business days.
- Driver no-show: if a driver accepts your booking but does not arrive within a reasonable time (typically 15-20 minutes), you can cancel and request a full refund. Contact the hotline with your booking ID and evidence of the no-show.
- Duplicate charges: if you spot two charges for the same job, contact the hotline immediately. Gogovan will refund the duplicate amount once they verify the error. Stopee recommends requesting the refund within 7 days of the charge to ensure faster processing.
- Service failure: if the driver or vehicle does not meet the service standard (e.g., driver cancels after accepting, vehicle breaks down), you have grounds to request a refund or credit.
How to request a refund
- Gather your booking ID, payment receipt, and any supporting evidence (screenshots, driver messages, photos of damage, etc.).
- Call the Gogovan hotline at 6836 1110 during 9 am-6 pm and explain your refund reason in detail.
- Provide your evidence and booking ID to the agent. Ask them to log your refund request with a reference number.
- Ask the expected timeframe for the refund (usually 5-10 business days for processing).
- Request an email confirmation of your refund request and the amount to be refunded.
- If you do not receive the refund within 10 business days, follow up by phone or email with your reference number.
If gogovan refuses your refund
If Gogovan denies your refund claim and you believe you have grounds for one, escalate to the Consumers Association of Singapore (CASE). CASE can mediate disputes between you and Gogovan at no cost to you. Write to CASE with your booking ID, payment proof, communication records with Gogovan, and a clear explanation of why you believe you deserve a refund. CASE typically resolves cases within 30-60 days. You can contact CASE at 6100 0315 or visit their website (case.org.sg).
Your consumer rights under singapore law
Gogovan operates under Singapore's Consumer Protection (Fair Trading) Act. This law protects you from unfair contract terms, misrepresentation, and misleading pricing. Stopee uses these rights to help consumers recover money from service providers who breach their obligations.
Key protections that apply to gogovan
- Fair pricing and transparency: Gogovan must display all charges (base fare, surcharges, platform fees) before you confirm payment. If hidden charges appear on your receipt later, you may request a refund under unfair contract terms rules.
- Service quality: Gogovan warrants that its drivers and vehicles meet a reasonable standard of care. If a driver damages your items or fails to deliver, you can claim compensation under this protection.
- Right to cancel within reasonable time: although Gogovan does not offer a 14-day cooling-off period for each booking, you retain the right to cancel before a driver is matched, and you can cancel after assignment if the driver fails to perform.
- Protection against unfair cancellation fees: if Gogovan charges you a cancellation fee that is disproportionately high (e.g., charging 100% of the fare for a pre-match cancellation), this may be deemed an unfair term under Singapore law. You can challenge it through CASE or the Small Claims Tribunal.
When to escalate to the authorities
If Gogovan charges you repeatedly without delivering services, ignores your refund request, or uses misleading advertising, contact the Consumers Association of Singapore (CASE) for mediation or the Small Claims Tribunal (under the State Courts) for claims under S$5,000. Stopee advises keeping all records of your communication with Gogovan before escalating, as this strengthens your case.
Common mistakes that cost you money
Cancelling the wrong booking, waiting too long to cancel after a driver assigns, or failing to document your cancellation request are errors that leave you paying fees you should not have to pay. Learning these pitfalls helps you act faster and protect your money.
Mistake 1: cancelling the wrong booking in the app
If you have multiple active bookings, tapping the wrong one to cancel means you have cancelled a job you actually needed. Always verify the pickup location, drop-off address, and vehicle type before you confirm cancellation. Take a screenshot of the booking details first so you know you are cancelling the right one.
Mistake 2: assuming you can cancel for free after a driver accepts
Once a driver is assigned, Gogovan may apply a cancellation fee (typically 10-30% of the fare). If you cancel without calling the hotline, you lose the chance to ask whether the fee might be waived. Always contact 6836 1110 and speak to an agent before accepting a cancellation charge.
Mistake 3: not keeping evidence of your cancellation request
Without a screenshot, email confirmation, or agent name, you cannot prove you requested cancellation if Gogovan later charges you anyway. Always document your cancellation via the app (screenshot), hotline call (note the time and agent name), or driver message (screenshot).
Mistake 4: waiting days to cancel after plans change
The longer you wait, the higher the risk that the driver has already started moving towards your pickup location or has marked the job as in-progress. Cancellation fees increase the closer you are to the scheduled pickup time. Cancel as soon as you know you no longer need the job.
What happens after you cancel
Cancellation does not end your relationship with Gogovan immediately. Your booking remains in your app history, refund processing takes time, and you may need to follow up if money does not return. Understanding the post-cancellation timeline helps you know what to expect and when to escalate if something goes wrong.
Immediate effects on your booking
The moment you confirm cancellation in the app or the hotline agent approves it, Gogovan removes your job from the driver queue. If a driver has already been assigned, the app notifies them that the booking is cancelled. The driver will not begin the job, and you will not be charged for any waiting time or service after cancellation is processed. You should see a status update in your app saying "Booking cancelled" or similar within 5-10 minutes.
Refund timeline
- Within 24 hours: for pre-match cancellations (cancelled before a driver accepted), you should see the refund processed back to your original payment method.
- Within 48-72 hours: for post-match cancellations approved by customer service, the refund is typically queued for processing.
- Within 5-10 business days: the money appears in your bank account or digital wallet (e.g., GrabPay, card, bank transfer).
Pro tip: if you paid by credit or debit card, the refund appears as a credit on your next statement; it does not reduce your current balance immediately. If you used a digital wallet, the credit should be available within 48 hours. If your bank is slow to process, contact your bank to check the refund status using Gogovan's reference number.
Your booking history and dispute records
Gogovan retains all booking records, cancellations, and communication logs in your app account. If you need to dispute a charge or claim compensation later, download your booking history and screenshots from the app. The platform keeps these records for at least 12 months, so you can retrieve evidence of your cancellation request long after the booking is closed. Stopee recommends exporting your booking history every 3 months if you use Gogovan regularly, in case you need proof for a refund claim.
Checklist before you cancel gogovan
Use this checklist to ensure you do not miss any critical steps that could cost you money or delay your refund.
| Step | Action | When to do it |
|---|---|---|
| 1. Verify the booking | Check pickup location, drop-off address, vehicle type, and price in the app before cancelling. | Immediately, before tapping cancel |
| 2. Screenshot the booking | Take a full-screen photo of the booking details and your current app location. | Before you cancel |
| 3. Check driver status | Has a driver been assigned? If yes, call 6836 1110 instead of cancelling in-app. | Before you cancel |
| 4. Call the hotline if needed | Contact 6836 1110 (9 am-6 pm) to confirm the cancellation is free or to negotiate the fee. | Immediately if driver is assigned |
| 5. Document the call | Write down the time you called, agent name or ID, and confirmation number for your records. | During the call |
| 6. Confirm cancellation in the app | Press the cancel button and screenshot the confirmation screen showing "Booking cancelled". | After hotline approval or before driver assigns (pre-match) |
| 7. Save email confirmation | You should receive an email confirming cancellation and refund status within 5-10 minutes. | Immediately after in-app confirmation |
| 8. Monitor your refund | Check your bank account or digital wallet for the refund within 5-10 business days. | Daily for the first week after cancellation |
| 9. Follow up if no refund | If no refund appears after 10 days, call 6836 1110 with your booking ID and reference number. | On day 10-11 after cancellation |
Why you might choose to cancel gogovan
Plans change. Cancellation gives you an escape route when a delivery is no longer urgent, when a better price appears elsewhere, or when Gogovan's service fails. Understanding the most common cancellation reasons helps you decide whether to cancel now or wait.
Valid reasons to cancel
- Plans changed: the item no longer needs delivery today, or you have arranged a different method.
- Driver is late: the driver has not arrived 20 minutes after your booking time, justifying a no-show cancellation.
- Duplicate charge: you were charged twice for the same booking and want to cancel and request a refund.
- Price too high: a surcharge (late-night, CBD, waiting) made the cost unreasonable, and you want to try another service.
- Service quality: you received poor service on a previous booking and have lost confidence in Gogovan.
- Better alternative: another courier (Grab, Lalamove, or a traditional logistics company) offers a lower price or faster service.
Your consumer guide from stopee
Cancelling Gogovan in Singapore is straightforward if you act before a driver is assigned, but costs money if you wait until after assignment. Your best protection is speed, documentation, and knowing your rights under the Consumer Protection (Fair Trading) Act. Stopee has helped thousands of consumers cancel unwanted services, recover refunds, and escalate disputes to CASE when companies refuse to play fair. Whether you need to cancel Gogovan today or want to understand your options before booking, Stopee's cancellation guides and expert advice put you back in control of your money and your spending. Visit Stopee.com to explore your cancellation options, understand your consumer rights, and connect with support if Gogovan does not refund you as promised.
Gogovan contact information
Customer service hotline: 6836 1110 (daily, 9 am-6 pm)
Registered office: Gogovan Singapore Pte Ltd (UEN 201409568C), MacPherson Road, Singapore
Alternative address: New Industrial Road, Singapore
Escalation contact: Consumers Association of Singapore (CASE), 6100 0315, case.org.sg
Stopee remains your trusted partner in cancellation support. If Gogovan refuses your cancellation or refund request, Stopee can guide you through the dispute process and help you recover what you are owed.