At Gojek, we’re committed to making every trip pleasant and respectful for both customers and driver-partners. This Customer Code of Conduct outlines a few simple guidelines to help protect that experience. By following them, you’re helping build an environment where everyone feels safe, valued, and treated with respect.
Follow the law and stay safe
Traffic safety and regulations
Make sure to wait until your vehicle stops fully before boarding or alighting
Use designated pick-up and drop-off points to ensure safety and smooth traffic flow
Keep your seatbelt fastened for as long as the vehicle is moving
Avoid actions that may distract the driver-partner while the vehicle is moving
Do not request for stops in restricted areas, e.g. bus lanes, zig-zag lines, or emergency zones
Check for oncoming traffic before opening the door
Prohibited items and materials
Do not carry illegal, hazardous, flammable materials, or any other prohibited items during your ride (e.g. weapons, vapes, e-cigarettes that are illegal in Singapore, sharp objects, or chemical products)
Note that drivers may cancel your ride if they suspect that such items are being transported
Respect our driver-partners and their property
Professional conduct and respect
Treat all driver-partners with respect and courtesy
Be polite and considerate at all times
Avoid any behavior that could be considered offensive, inappropriate, or discriminatory
Do not contact driver-partners after your trip, unless arranging the return of a lost item
Gojek does not condone any form of misconduct, and serious violations may result in permanent suspension from the platform
Respect for property and responsibility for damages
Treat the vehicle and any personal belongings of driver-partners with care and respect
Acts of vandalism, theft, or intentional damage may lead to account suspension, legal action, and liability for repair or replacement costs
Your belongings / lost and found
Keep your personal items with you at all times, and check your belongings before leaving the vehicle
Lost and found
If you’ve lost something, follow these instructions on how to get back your item. Avoid using the in-app call function between 11PM–8AM unless it’s urgent.
Our team and driver-partners will do our best to help, but we cannot guarantee that lost items will be found and returned.
Gojek is not responsible for the condition in which lost items are returned.
Perishable items will be disposed of immediately, along with their containers, and other lost items will be kept for 3 months before they are disposed of or donated.
Use Gojek responsibly
Account eligibility and responsibility
You must be at least 18 years old to have a Gojek account
Children under the age of 14 must be accompanied by an adult throughout the ride
For full details on account eligibility and usage, see our Terms of Service.
Choosing the right service
Choose the service that best fits your needs, e.g. number of pax and baggage, or other specific requirements like a child booster seat
Driver-partners may decline your trip if your request exceeds the service specifications
If you’re planning on travelling with a pet, make sure to check in with the driver-partner first via in-app chat or call – if they’re uncomfortable or allergic, please cancel the trip
Please check the service descriptions on the Gojek app for full details before requesting a ride
Using the platform as intended
Gojek transport services are meant only for passengers – not for sending unaccompanied goods
Make all bookings and arrangements directly through the Gojek app – making off-platform agreements is strictly prohibited for the safety of everyone involved
Being ready for your ride
Driver-partners rely on your rides for earnings – book a Gojek only when you’re ready, and cancel only if absolutely necessary
Be present and reachable at the pick-up point once your booking is confirmed
Keep communication open with the driver-partner so you’re able to locate each other easily
Driver-partners may assist with loading and unloading bulky items like luggage, but it is at their discretion
Check that your pick-up and drop-off locations are accurate before confirming your booking
If you’ve got a preferred route, let your driver-partner know at the start of the trip – as they are encouraged to follow GPS recommendations for safety, it is up to the driver-partner to follow an alternate or requested route
Honesty and fair use
Make sure to have only one Gojek account with accurate and up-to-date contact details and personal information
Be honest in all platform interactions, including when providing feedback or resolving disputes
Use promotional offers only as intended – misuse of platform features may lead to account restrictions
Keeping your account secure
You’re responsible for all activity on your account, including rides booked for other passengers
Access your account only via official Gojek channels and never share login credentials
Use secure payment options and report any suspicious activity through the in-app Help Center
If you want to delete your Gojek account, you can do it via In-App help, by going to Account & Privacy > I want to deactivate my Gojek account
Paying the right way
Pay for your rides using the available options in the Gojek app
Check your selected payment method and any vouchers before confirming your booking
Prepare exact change for cash payments – driver-partners may not be carrying large amounts of cash
If you don’t have exact change, use the smallest notes you have or consider rounding up for small differences
You may also request a stop at an ATM, but driver-partners are not obliged to accommodate this request
What to do in an emergency
Remain calm and contact emergency services immediately
Once everyone is safe and help has been provided, make sure to report the incident through Gojek’s In-App Help Center – we’ll be here to help you every step of the way
