Cancellation Policy

Last Updated: May 2026

Govah aims to provide a reliable service for both riders and drivers. To maintain this reliability and ensure fair compensation for our driver-partners, we have implemented the following cancellation policy.

1. Rider Cancellations (Solo & Send)

For Govah Solo (Ride-hailing) and Govah Send (Logistics), the following rules apply:

Grace Period: You may cancel your request free of charge within 2 minutes of a driver accepting the request.
Cancellation Fee: If you cancel more than 2 minutes after a driver has accepted and is en route to your location, a standard cancellation fee will be charged.
Arrival Cancellation: If you cancel after the driver has arrived at your pickup location, the full cancellation fee will apply.

2. Govah Share (Corridor) Cancellations

Due to the scheduled nature of Govah Share, different rules apply:

Confirmed Departure: Cancellations made after the corridor departure time has been confirmed and the vehicle has begun its route may result in a charge equal to 100% of the fare.
Pre-Confirmation: You may cancel a Share request at any time before the trip is "Confirmed" without penalty.

3. No-Show Policy

Waiting Time: Drivers will wait for up to 5 minutes (Solo) or 2 minutes (Share) at the designated pickup point.
Fee: If you do not appear within this timeframe, the driver may cancel the trip as a "No-Show," and a fee will be charged to your account or wallet.

4. Driver Cancellations

If a driver cancels a trip after acceptance for reasons within their control (excluding vehicle breakdown or emergency), you will not be charged. We will automatically attempt to match you with the next available driver.

5. How to Dispute a Fee

If you believe you were charged a cancellation fee in error (e.g., the driver was moving away from you or was significantly delayed), please contact our support team via the app or at [email protected] within 24 hours.