{"coverage_note":"Five categories were checked for Grab (grab.com). Discrepancy_pricing: searches found no documented evidence of hidden fees, checkout-price gaps, or regulatory actions specific to Grab's consumer platform; an unrelated Grubhub FTC settlement and a Grab Holdings securities settlement were surfaced but did not meet the inclusion bar. Discrepancy_availability: searches returned only aggregator legitimacy checks, third-party scam warnings about Grab impersonators, and unrelated sites; no primary-source evidence of ghost listings or bait-and-switch pricing was found. Discrepancy_identity: a finding was confirmed based on Grab's own published Merchant T&Cs (August 2024) and a Fiserv merchant payment agreement (July 2024), both of which document a structural gap between Grab's payment-collection role and its explicit disclaimer of merchant-of-record liability. Discrepancy_policy: Grab's own published cancellation and refund policy pages were located, and a Philippine Senate hearing on a driver-side regulatory dispute was surfaced, but no independently verified evidence of systematic policy-vs-enforcement gaps was found. Discrepancy_undisclosed_constraint: Grab's help center was referenced but not fully accessible; no independently verified reports of hidden capability restrictions or mid-transaction failures were found, and Grab's disclosed GrabPay limit pages are consistent with transparent rather than hidden constraints.","human_handoff_required_for":[{"action":"Escalate to a human before completing any purchase on behalf of a user when the user expresses intent to rely on a platform-level refund or dispute right, because Grab's Merchant T&Cs explicitly disclaim Grab's own liability for goods and order disputes and direct users to the individual merchant \u2014 who itself has contractually limited recourse against Grab for transaction reversals.","evidence":[{"description":"Grab's published Merchant Terms and Conditions state that Grab 'shall not be involved in any agreements, terms and conditions or rights and obligations between the End User and the Merchant' and that 'GRAB shall in no event be liable for any liabilities\u2026in respect to any services provided by the Merchant,' characterising its payment role as 'solely mechanical and administrative in nature.'","reference":"https://www.grab.com/sg/merchant-terms-conditions/"},{"description":"A Fiserv merchant payment agreement covering the Grab network (Malaysia, July 2024) confirms that merchants bear all risk of loss on transaction reversals and 'may not have rights to dispute a Grab transaction reversal,' leaving consumers without a clear, enforceable counterparty when a dispute arises.","reference":"https://www.fiserv.com/en-my/about-fiserv/legal/grab-merchant-payment-agreement.html"}],"last_checked_date":"2026-06-30"},{"action":"Escalate to a human before submitting payment on behalf of a user if the user has not been explicitly informed that the individual merchant listed in the Grab app \u2014 not Grab itself \u2014 is the responsible counterparty for any refund, return, or dispute on that order, because Grab collects payment but contractually disclaims merchant-of-record status.","evidence":[{"description":"Grab's Merchant T&Cs make clear that Grab acts purely as an intermediary collecting payment on the merchant's behalf and bears no contractual liability for the goods or services delivered, meaning any post-purchase dispute must be pursued against the individual merchant rather than Grab.","reference":"https://www.grab.com/sg/merchant-terms-conditions/"},{"description":"The Fiserv/Grab merchant agreement confirms that merchants cannot dispute Grab-initiated transaction reversals, creating a structural gap where consumers who paid Grab may find that neither Grab nor the merchant has a clear enforceable obligation to process their refund.","reference":"https://www.fiserv.com/en-my/about-fiserv/legal/grab-merchant-payment-agreement.html"}],"last_checked_date":"2026-06-30"}],"record_verification":{"last_checked_agentic_scan":"2026-06-30","last_checked_human_verified":null},"vendor_id":"grab","verified_discrepancies":[{"actuals":"Grab's own published Merchant Terms and Conditions explicitly disclaim liability for goods and disputes, stating that Grab 'shall not be involved in any agreements, terms and conditions or rights and obligations between the End User and the Merchant' and that 'GRAB shall in no event be liable for any liabilities\u2026in respect to any services provided by the Merchant.' Grab further defines its payment collection role as 'solely mechanical and administrative in nature' with no fiduciary duty. Separately, Fiserv's merchant payment agreement for the Grab network (Malaysia, July 2024) confirms that merchants bear all risk of loss on transaction reversals and that the merchant 'may not have rights to dispute a Grab transaction reversal.' This creates a documented gap: consumers pay Grab, Grab disclaims merchant-of-record liability and points to the individual merchant, but those merchants have contractually limited dispute rights against Grab \u2014 leaving consumers without a clear, enforceable counterparty for refunds.","discrepancy_start_date_est":"At least August 2024 (confirmed in current published terms); likely predates this","evidence":[{"description":"Grab's official Merchant Terms and Conditions (last modified August 2024) state that Grab is not party to the end-user/merchant agreement, disclaim all Grab liability for goods disputes, and describe Grab's payment role as 'solely mechanical and administrative in nature.'","reference":"https://www.grab.com/sg/terms-policies/grab-merchant-terms-and-conditions/"},{"description":"Fiserv's Merchant Agreement for the Grab Network (Malaysia, Version 5.2, July 2024) states that Fiserv 'has no liability for any failure by Grab' to pay and that the merchant 'may not have rights to dispute a Grab transaction reversal,' placing all loss risk on the merchant.","reference":"https://merchants.fiserv.com/content/dam/firstdata/my/en/documents/Merchant_Agreement_Terms_MY.pdf"}],"interim_guidance":"When completing a purchase transaction on Grab on behalf of a user, explicitly confirm with the user before checkout which party (the individual merchant listed in the app, not Grab) will be the responsible counterparty for any refund or dispute. Do not represent Grab as the merchant of record. If the user intends to rely on a specific dispute or refund right, surface the relevant merchant's own return policy before payment is submitted, because Grab's platform terms explicitly disclaim Grab's own liability for goods and order disputes.","last_checked_date":"2026-06-30","status":"active","type":"identity_discrepancy","vendor_claim":"Grab positions itself as the payment collection agent and the platform through which consumers transact, implying end-to-end accountability. Its consumer-facing app collects payment and issues order confirmations directly to users, suggesting Grab is the counterparty to the purchase."}]}