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Cancellation Gogovan: Simple Process
What is Gogovan
Service summary
Gogovan (GoGoX in some markets) is an on-demand logistics platform that connects customers with drivers and vehicles for point-to-point deliveries and transport jobs.
Bookings are made via the mobile app and charged per job, with vehicle options from motorcycle to 24-ft lorries and optional manpower add‑ons.
How it works
Users enter pickup and drop-off details, select a vehicle size, and confirm payment to create a job request in the app.
Drivers are matched to jobs; once matched the job proceeds unless cancelled under the platform rules or by contacting support.
How to cancel Gogovan
Cancel before a driver is assigned
- Open the GoGoX (Gogovan) mobile app.
- Locate the booking in your active jobs list and use the cancel option in-app before any driver is matched.
- Confirm cancellation in the app and keep the booking ID or screenshot for records.
Cancel after a driver is assigned
- If a driver has already been assigned, call the Gogovan customer service hotline at 6836‑1110 (daily 9 am - 6 pm) to request cancellation.
- Outside hotline hours, inform the assigned driver directly; drivers will relay the request to platform support.
- Document the call, time, driver name/vehicle and any in-app messages in case of disputes.
What happens when you cancel
Immediate effects
If cancelled before a driver match, the booking is terminated and no driver is dispatched for that job.
If cancelled after a driver match, cancellation is processed via hotline or driver; the job will not proceed once accepted as cancelled.
Charges, records and access
Charges depend on GoGoX’s terms; cancellation fees or partial charges may apply according to the fare rules and surcharges.
The platform retains booking records, including timestamps and communications, which you can reference when requesting refunds or escalations.
Will I get a refund?
Policy overview
The GoGoX Help Centre and Terms for Singapore do not state a statutory 14‑day “no‑reason” refund right for platform bookings.
Refunds or fee waivers are handled case by case under GoGoX terms and operational policies; expect decisions to depend on timing and reason for cancellation.
Exceptions and how to request
- If you believe you are due a refund (e.g., driver no‑show, duplicate charge), contact the hotline and provide booking ID, payment receipts and supporting evidence.
- If hotline hours are closed, notify the driver and keep evidence; follow up with support during customer service hours.
- If unresolved, you may escalate to the Consumers Association of Singapore (CASE) for mediation.
Gogovan plans and pricing
Pricing table
| Plan | Price | Period | Features |
|---|---|---|---|
| Motorcycle delivery (shoebox-size documents/small parcel) | S$13 - 24 | Per job | Door-to-door included; service time up to 1 hour; extra waiting S$3 per 10 mins after 10 min grace; CBD surcharge S$2; late-night 10 - 20%; high-demand from 15% |
| Sedan delivery (up to ~2 shoeboxes or fragile items) | S$13 - 35 | Per job | Door-to-door included; service time up to 1 hour; extra waiting S$3 per 10 mins after 10 min grace; CBD surcharge S$2; late-night 10 - 20%; high-demand from 15% |
| Van delivery | Base S$25 - 39; platform fee S$1; manpower S$15 (first) | Per job | Loading/unloading by driver; service time up to 1.5 hours; extra waiting S$5 per 10 mins; CBD surcharge S$3; late-night 10 - 20% |
| 10-ft Lorry | Base S$42 - 71; platform fee S$1; manpower S$30 (first) | Per job | Service time up to 1.5 hours; extra waiting S$5 per 10 mins; CBD surcharge S$3; late-night 10 - 20% |
| 14-ft Lorry | Base S$80 - 104; platform fee S$1; manpower S$50 (first) | Per job | Service time up to 2.5 hours; extra waiting S$10 per 10 mins; CBD surcharge S$3; late-night 10 - 20% |
| 24-ft Lorry | Base S$143 - 167; platform fee S$1; manpower S$60 (first) | Per job | Service time up to 2.5 hours; extra waiting S$10 per 10 mins; CBD surcharge S$3; late-night 10 - 20% |
Pricing notes
These base ranges are from GoGoX’s Singapore pricing page (2025 - 2026) and are indicative; final fares depend on route, timing and applicable surcharges.
Cancellation fees and other surcharges (CBD, festive, high‑demand) may apply per terms - check the official pricing page for updates.
Your consumer rights in Singapore
Cooling-off and refund rights
Under Singapore’s Consumer Protection (Fair Trading) Act, a 5 business‑day cooling‑off applies only to unsolicited direct‑sales contracts, not on‑demand platform services like GoGoX.
There is no automatic 14‑day “no‑reason” refund right for standard online service platforms; refunds depend on the provider’s stated terms.
Dispute resolution options
- Raise the issue with GoGoX support via hotline or in-app channels and retain all evidence.
- If unresolved, escalate to CASE (Consumers Association of Singapore) for mediation; CASE statistics show many subscription cancellation disputes are mediated rather than enforced.
Customer experiences
Positive reports
- Users praise the app’s simple interface, competitive pricing and efficient completed jobs when operations run smoothly.
- Drivers have been commended for good communication and timely deliveries in many successful cases.
Common complaints
- Last‑minute driver cancellations that cause inconvenience.
- Drivers asking for extra payment beyond quoted fare, causing disputes.
- App issues: data loss, payment errors, and address entry problems (noted especially with Chinese text).
- Users report limited in‑app cancellation options once a driver is assigned and slow customer service in some trouble cases.
Documentation checklist
What to gather before contacting support
- Booking ID or job reference number and timestamps.
- Driver name, vehicle registration (if available) and any chat messages.
- Payment receipt, screenshots of app screens, and photos of any relevant problems.
Why this matters
Well‑documented evidence speeds up investigations and increases the chance of a favourable refund or fee waiver decision.
Keep copies of all communications until the issue is fully resolved or formally closed.
Common mistakes
Typical user errors
Waiting to cancel until after a driver is matched and then assuming the in‑app option still applies often causes complications.
Not calling the hotline during its operating hours or failing to inform the driver when outside hours reduces the chance of immediate resolution.
Expectations that lead to issues
Assuming a statutory 14‑day “cooling‑off” refund right for platform jobs is incorrect in Singapore and leads to disappointment when refunds are refused.
Accepting verbal extra payment demands without documentation makes dispute resolution harder later on.
Comparative recap
Quick comparison
| Feature | Gogovan | Typical platform | Period |
|---|---|---|---|
| Cancellation method | In-app before driver matched; hotline (6836‑1110) or inform driver after match | Often similar: in-app before match, helpline or in-app support after match | Per job |
| Statutory refund right | No automatic 14‑day right; case-by-case refunds | Generally the same for on‑demand services | Per job |
| Typical price range | Motorcycle S$13 - 24; Vans/Lorries higher (see pricing table) | Comparable ranges vary by market and vehicle type | Per job |
| Recommended action for disputes | Contact hotline, collect evidence, escalate to CASE if unresolved | Same: contact provider, keep records, escalate to relevant consumer body | Per job |
After cancelling
Follow-up steps
- Save confirmation of cancellation and any correspondence for 30 - 90 days.
- If charged in error, contact the hotline with booking details and request a refund investigation.
Useful links
Address
Registered office
Gogovan Singapore Pte Ltd - Registered office at 601 MacPherson Rd, #08‑10, Singapore 368242.
Contact reminder
For cancellations after a driver is assigned, call the customer service hotline at 6836‑1110 (daily 9 am - 6 pm).
Keep documentation and follow the escalation steps above if your refund or cancellation request is not resolved.
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Written by Karthik Ho
eIDAS legal expert · 3 years experience
Lawyer specialized in digital trust services and the eIDAS regulation, I have been helping individuals and businesses send legally binding certified mail for 3 years.