On March 3 (Sunday), Grab released an updated cancellation policy to take effect from March 11, 2019.
For drivers, if cancellations were made beyond five minutes (or three minutes for GrabShare), the rider will be charged the penalty. This includes the driver being able to cancel the trip after waiting for five minutes (or three minutes for Grabshare) upon arrival for the rider with the rider shouldering the charge.
Based on passenger feedback, this system was not efficient; hence improvements were made to allow for more flexibility for passengers while remaining fair to drivers.
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