{"coverage_note":"Five categories were checked for Gojek (gojek.com). Discrepancy_pricing: searched for hidden fees, deceptive pricing, and regulatory enforcement actions; only individual Trustpilot fare complaints and a disclosed platform fee revision were found, no actionable finding. Discrepancy_availability: searched for ghost inventory, bait-and-switch, or undeliverable advertised rates; only general consumer reviews about fare recalculation on destination changes were found, no actionable finding. Discrepancy_identity: a confirmed finding was made \u2014 Gojek's own GoFood Terms and Conditions disclaim liability for disputes and position Gojek as a mediator-only, contradicting the platform's customer-facing promise to help resolve problems. Discrepancy_policy: a confirmed finding was made \u2014 Gojek's $4 cancellation fee is charged in driver-initiated cancellations despite user expectation that fees apply only to customer cancellations, and no automatic refund is issued. Discrepancy_undisclosed_constraint: searched for hidden geo-restrictions, service area limitations, and mid-transaction capability failures; only general driver unavailability complaints and labor disputes were found, no independently verified structured pattern cleared the inclusion bar.","human_handoff_required_for":[{"action":"Escalate to a human when a GoFood order results in missing items, a failed delivery, or an incorrect charge, and Gojek's in-app support deflects responsibility to the merchant or delivery partner rather than issuing a direct resolution \u2014 the agent cannot independently contact or compel the third-party merchant or driver to act.","evidence":[{"description":"Gojek's own GoFood Terms and Conditions explicitly disclaim liability for disputes between the user, the delivery service provider, and the merchant, positioning Gojek only as a mediator rather than the accountable counterparty.","reference":"https://www.gojek.com/en-id/terms-and-conditions/"}],"last_checked_date":"2026-06-30"},{"action":"Escalate to a human when a post-ride cancellation fee of $4 appears on the user's account in a scenario where the driver \u2014 not the user \u2014 cancelled the booking, since Gojek does not issue an automatic reversal and the user must manually initiate an in-app dispute ticket to recover the charge.","evidence":[{"description":"Multiple independently documented complaints confirm Gojek charges the $4 cancellation fee even when drivers cancel after waiting at pickup, and Gojek's policy requires customer-initiated dispute tickets rather than automatic refunds in these scenarios.","reference":"https://www.gojek.com/en-sg/help/gocars/what-is-the-cancellation-fee-policy/"}],"last_checked_date":"2026-06-30"},{"action":"Escalate to a human when a refund dispute involves a GoFood order or ride charge where it is unclear whether Gojek, the merchant, or the delivery partner holds payment accountability, as Gojek will redirect the claim to a third party who may be unreachable or unresponsive.","evidence":[{"description":"Gojek processes and holds payments but legally positions itself as a marketplace intermediary, meaning consumers encountering wrongful charges may be redirected to third-party merchants or drivers for resolution rather than receiving a direct refund from Gojek.","reference":"https://www.gojek.com/en-id/terms-and-conditions/"}],"last_checked_date":"2026-06-30"}],"record_verification":{"last_checked_agentic_scan":"2026-06-30","last_checked_human_verified":null},"vendor_id":"gojek","verified_discrepancies":[{"actuals":"Gojek's own published Terms and Conditions for GoFood explicitly state: 'We do not have any liability for any problems or disputes that arise between You, the partner of the Delivery Service Provider and/or the Merchant.' Gojek collects payment but legally positions itself as a marketplace/intermediary only, directing users to pursue disputes with the merchant or delivery partner rather than with Gojek. This means an agent completing a transaction may believe Gojek is the accountable counterparty for refunds or disputes, but Gojek will deflect to third-party merchants or drivers who may be unreachable or unresponsive.","discrepancy_start_date_est":"At least as of the current published Terms and Conditions (confirmed active as of 2025)","evidence":[{"description":"Gojek's GoFood Terms and Conditions state that Gojek bears no liability for disputes between the user, delivery partner, and merchant, and will only 'mediate' rather than resolve or be liable for losses.","reference":"https://www.gojek.com/en-id/terms-and-condition/gofood"},{"description":"An independent comparison of Gojek and Grab Terms and Conditions confirms that Gojek classifies drivers and merchants as 'Transportation Providers' and not employees, meaning the platform 'is technically not responsible' if a ride or delivery goes wrong.","reference":"https://www.deepdivelabs.tech/blog-ddl/gojek-vs-grab-what-their-terms-amp-conditions-reveal-about-your-rights-as-a-user"}],"interim_guidance":"When completing a GoFood order or ride transaction on Gojek, do not assume Gojek is the merchant of record or the liable counterparty for disputes. If an order fails, items are missing, or a charge appears incorrect, Gojek will not accept direct liability \u2014 the agent must separately identify and contact the specific merchant or driver involved. For refund disputes, escalate via Gojek's in-app mediation channel but set user expectations that resolution depends on the third-party merchant or driver, not Gojek itself.","last_checked_date":"2026-06-30","status":"active","type":"identity_discrepancy","vendor_claim":"Gojek presents itself as a super-app that processes payments end-to-end and promises to help resolve order problems, offering to 'mediate' between the user and the relevant party if something goes wrong with a GoFood or ride service."},{"actuals":"In practice, Gojek's system charges customers the $4 cancellation fee even when the driver \u2014 not the customer \u2014 initiates the cancellation, provided the driver had already arrived and waited at the pickup location for 4+ minutes. Multiple independently documented complaints confirm customers are billed in driver-cancel scenarios. Although Gojek does process refunds via an in-app dispute ticket, this requires customer-initiated follow-up and is not automatic; an agent completing a booking would observe a charge deducted from the user's account that the user did not expect and would not automatically recover.","discrepancy_start_date_est":"July 2024 (policy update date per published source)","evidence":[{"description":"A Singapore news report documents a customer charged $4 after the driver cancelled following a 12-minute wait, with multiple commenters confirming the same pattern; the article cites Gojek's July 2024 policy update which confirms the charge applies even when the driver cancels after arriving.","reference":"https://theindependent.sg/gojek-driver-cancelled-on-me-but-i-must-pay-him-4-customer-puzzled-as-to-why-hes-charged-when-the-driver-cancelled-the-ride/"},{"description":"Gojek's own official blog page on wrongful cancellation fee charges instructs customers to submit a help ticket if they believe they were wrongly charged, confirming that the charge is applied automatically and requires manual dispute for reversal.","reference":"https://www.gojek.com/sg/blog/news-ask-gojek-cancellation-fee-singapore-how-to"},{"description":"HardwareZone forum thread documents a user charged $4 when the driver was stationary for 8+ minutes and the driver had not arrived; Gojek ultimately refunded only after multiple support tickets, confirming the refund path is non-automatic.","reference":"https://forums.hardwarezone.com.sg/threads/charged-4-cancellation-for-gojek-when-driver-wasnt-moving-for-8-minutes.7021829/"}],"interim_guidance":"When completing a Gojek ride booking, an agent should warn the user before cancelling \u2014 even if the driver appears unresponsive or has not moved \u2014 because the $4 cancellation fee may be charged regardless of which party cancels. If a charge appears post-trip that the user did not expect, the agent should immediately open an in-app help ticket (via the trip history menu) to request a refund, as Gojek does not issue automatic reversals in disputed driver-cancel scenarios.","last_checked_date":"2026-06-30","status":"active","type":"policy_discrepancy","vendor_claim":"Gojek's published cancellation policy (updated July 2024) states that customers will be charged a $4 cancellation fee only if they cancel more than 4 minutes after being matched with a driver, or once the driver has arrived at the pickup location. The policy page also states customers can avoid the fee if they cancel after the driver is more than 4 minutes past the original ETA without having arrived."}]}