Will I get my money back if I cancel an order on Grab?

Getting Your Money Back After Cancelling a Grab Order: A Guide

Cancelling a Grab order, whether it’s a ride, food delivery, or other service, often leaves users wondering about their refund. While Grab aims for a swift return of your funds, the specifics depend on several factors. This guide breaks down the process and clarifies what you can expect.

The Usual Scenario: A Quick Refund

In most cases, if you cancel a Grab order before it’s accepted by a driver (for rides) or the merchant starts preparing your order (for food delivery), you’ll receive a full refund. This usually happens within 24 hours. The temporary hold placed on your payment method will be released, and the money will return to your original source (credit card, debit card, or e-wallet).

Situations Where Refunds Are Typically Granted:

• Cancellation before acceptance: As mentioned, cancelling before the driver or merchant accepts the request is the easiest way to ensure a full refund.
• Driver unavailability/cancellation: If the driver cancels the booking after acceptance, you’ll typically receive a full refund. Grab’s system usually detects this automatically.
• Order not fulfilled: If a food delivery order, for example, is never picked up or delivered for reasons beyond your control (e.g., restaurant closure), you’ll likely get a refund.

What to Do If You Haven’t Received Your Refund:

If 24 hours have passed and you haven’t seen your money back in your account, here’s what you should do:

1. Check your transaction history: Review your Grab app and your bank or e-wallet statements to confirm the cancellation and ensure the refund hasn’t been processed already. Sometimes, refunds might take a little longer to reflect, depending on your bank’s processing times.

2. Contact Grab support: If the refund isn’t visible after a reasonable wait (e.g., 48-72 hours), contact Grab’s customer support. Provide your order details and explain the situation. They can investigate the issue and potentially expedite the process.

3. Contact your bank or e-wallet provider: If Grab support confirms the refund was issued but the funds haven’t arrived, contact your bank or e-wallet provider directly. They can investigate any potential delays on their end. Provide them with the Grab transaction details.

Important Considerations:

• Cancellation fees: While uncommon, some services or situations might incur cancellation fees. Always check Grab’s terms and conditions for your specific service to understand any potential charges.
• Partial refunds: In rare instances, you might receive a partial refund depending on the circumstances. For example, if a significant portion of the order has already been prepared before cancellation, the merchant might retain a small fee. Contact Grab support to understand why a full refund wasn’t issued.

By following these steps, you can greatly increase the likelihood of a smooth and timely refund after cancelling your Grab order. Remember that patience and clear communication with Grab and your financial institution are key to resolving any issues.