Your safety and a better experience are our utmost priorities.

Moreover, to make Grab a place where it is safe and everyone is treated equally, our community guideline is launched.
Every party on Grab, including Grab users, Driver-partners, and Merchant-partners, are expexted to follow the guidelines respectfully.

Dos and Don'ts when using Grab

✅ Choose the right service for your needs.

❌ Request an extra order apart from the app.

Are you travelling with lots of luggage or more than 4 passengers? Do you need to send an item to a friend? Choose the right Grab service for your needs, or your driver/deliver-partner may refuse to take you.

We have transport services for a ride with extra equipment and luggage, such as GrabSUV, GrabCar Plus, and GrabTaxi 6-Seater, available in many areas. Don’t use Grab to deliver unaccompanied goods (unless you’re using GrabFood or GrabExpress). Don’t overload the vehicle with luggage or use the service for moving house. For GrabExpress, abide by the maximum weight and volume recommendations. Don’t request extra order apart from our service or make arrangements with drivers outside the application.

✅ Ensure your booking/order detail before booking e.g. pick-up and drop-off point.

❌ Input incorrect drop-off / pick-up points.

Choose the correct Pick Up location. Communicate with your driver to find each other. Confirm your driver’s identity before boarding the vehicle (Grab) or handing over your parcel (GrabExpress).

All our drivers are trained to follow the route suggested by the GPS. No detours or pit stops, unless you are using the Multi-Stop Ride feature (only for Grab rides). If you need to alight at a different drop-off point, please use our “Change Drop Off Point” feature (only for Grab rides).

✅ Arrive at the pick-up point on time.

❌ Let driver wait for too long or be uncontactable.

Book when you’re ready to travel. Show up for your ride – and be punctual (within 10 minutes after the driver arrives at pick-up point). Don’t cancel without good reason. If you’ve made an order with GrabFood, ensure someone is there to receive your food.

✅ Be polite and respectful.

❌ Abusive language or harassment.

The following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. You may not attempt to contact your driver or fellow passengers after the trip, unless it’s to arrange the return of a lost item.

Rules and penalties for violators

In order to avoid violating the rules for using the Grab services, Grab would like to remind users to be mindful of the following incidents as they may affect the accounts.

Rules and penalties for violators1st Strike2nd Strike3rd Strike4th Strike5th Strike
No.ServiceReported scenariosActions
1AllWrong dropoff locationCommunity Guideline noticeWarningTemporary suspensionTemporary suspensionAccount deactivated
2AllRefusing to pay additional fees (Parking, toll way, entrance fee)Community Guideline noticeWarningTemporary suspension until the passenger settles the outstanding amount
3AllIncomplete payment for cash payment / Refuse to payTemporary suspension until the passenger settles the outstanding amount
4AllRequesting to order extra item or out of applicationCommunity Guideline noticeTemporary suspensionTemporary suspensionAccount deactivated
5AllGaming / FraudAccount deactivated
6AllRefund request without valid reasons1st Warning2nd WarningAccount deactivated
7DeliveryPassenger uncontactable / No showCommunity Guideline noticeTemporary suspensionAccount deactivated
TransportCommunity Guideline noticeWarningTemporary suspensionTemporary suspensionAccount deactivated
8DeliveryCanceling the order without valid reasonsCommunity Guideline noticeWarningTemporary suspensionTemporary suspensionAccount deactivated
9TransportWrong Service/Product typeCommunity Guideline noticeWarningTemporary suspensionTemporary suspension 
10TransportRequesting the driver/rider to use another route that does not match in app or more than app allowedCommunity Guideline noticeWarningTemporary suspensionTemporary suspension 
11TransportEating, littering (making the cabin dirty)1st Warning2nd WarningTemporary suspensionTemporary suspensionAccount deactivated
12TransportVomiting/defecation, spitting, or bringing pets into the car (not using GrabPet)WarningAccount deactivated

*The temporary/permanent account suspension is to be implemented in 2023 onwards.

My account was suspended

Temporarily or permanently account suspension may apply if future violation occurs. If you have any questions regarding account suspension, please contact Grab Help Centre