Frequently Asked Questions About Cancellation Policy
Cancellation Policy Frequently Asked Questions
Why is CDG Zig implementing a cancellation fee?
CDG Zig is introducing a cancellation policy to enhance reliability and fairness for all users, including both passengers and drivers. Cancellation fees help ensure drivers are fairly compensated for their time and effort, particularly when cancellations occur after they’ve already begun their journey to pick up passengers. Our policy is designed to be transparent, equitable, and to improve the overall experience by encouraging responsible booking and cancellation practices.
When will I be charged a cancellation fee?
You may be charged a cancellation fee under the following circumstances:
- If you cancel a booking after your driver has arrived at the pick-up location.
- If you cancel before the driver arrives but have already used up your monthly cancellation quota.
- If the driver cancels after waiting for more than 5 minutes at the pick-up point.
- If you cancel because your luggage exceeds the stated capacity of the selected vehicle.
Will I be charged for every single cancellation I made?
Before your driver arrives:
- You can cancel up to 4 times a month after a driver has been assigned to you without incurring any fees.
After your driver arrives:
- Yes, you will be charged every time you cancel after your driver arrives.
How would I be charged a cancellation fee?
If you’re using a cashless payment method, the fee will be deducted automatically when you cancel.
If you’re paying by cash, the fee will be added to your next ride’s fare. Your next driver will be notified to collect the amount.
When will I be charged a waiting fee?
A $3 waiting fee applies if your driver has waited more than 4 minutes at the pick-up location. An additional $3 will be charged for every subsequent 5-minute block.
How will the waiting fees be charged?
Any waiting fee incurred will be automatically added to your final fare at the end of the trip.
What if I decided to cancel after incurring a waiting fee?
A cancellation fee of $4 will be incurred if you cancel a trip after the driver has arrived at the pickup point.
Will I be charged with a waiting fee on top of cancellation / no-show fee?
No. The fees are mutually exclusive. Waiting fee is only applicable to if you completed the trip. On the other hand, cancellation or no-show fee is only applicable when you failed to complete the trip.
Will my driver get any consequences for cancelling?
Yes – our policies are in force to ensure that both parties are treated fairly.
I’ve been wrongly charged for a cancellation/waiting fee.
We’ll take a closer look – here’s how you can request a review:
- Call our Customer Service Hotline at 6552 4525
- Or use the in-app message function in your CDG Zig app:
- Go to Main Menu > Account > Help Centre
- Submit a feedback form with the details of your dispute
My driver cancelled the ride immediately after arriving and did not wait for me. Will I still be charged?
No, you will not be charged a cancellation fee. You will only incur a cancellation fee when the driver cancels the booking after waiting 5 minutes at your pick-up point.
I cannot see my driver when the app says the driver has arrived.
Drivers are only allowed to cancel the ride and impose the cancellation fee only if he/she:
- Is at the pick-up location according to GPS data
- Has waited more than 5 mins
You will not be charged the cancellation fee if any of the above are not fulfilled. Please do reach out to us via our in-app Help Centre if you feel you have been charged unfairly or wrongly, and we’ll be happy to assist you.
What if I cancel because my driver is not moving, or taking too long to arrive? Will I be charged or have my quota deducted?
We encourage you to first check in with your driver via a call or in-app chat function. He/she might be caught in heavy traffic or might have accidentally missed a turn.
If you are charged due to no more quota, please do reach out to us via our in-app Help Centre if you feel you have been charged unfairly or wrongly. We be happy to assist you.
Why is there a waiver period before cancellation and waiting fees take effect?
We’ve introduced a waiver period during which:
- Cancellation & no-show fees are waived until 1 September
- Waiting fees are waived until 15 October
This risk-free window lets you familiarise yourself with the new policy, adapt your booking habits, and share any questions or feedback.
From 1 September onwards, cancellation and no-show fees will apply, and waiting fees will resume after 15 October, as per our standard tariff schedule.
Which booking channels are subject to cancellation, waiting-time and no-show fees?
Fees apply only to bookings made via the Zig app (iOS & Android) all other channels are exempt.
Are cancellation or waiting-time fees charged for phone (call) bookings?
No. Bookings made by phone (through our hotline or CSA/SMS-IVR) are exempt from cancellation, waiting-time and no-show fees.
Do these fees apply to advance (scheduled) bookings?
No. All advance bookings are exempt from cancellation, waiting-time and no-show fees under the current policy.
