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Helpie FAQ

FAQ

  • FAQ for Passenger
  • How do I sign up as a GO25 Passenger?
    1. Download GO25 app and enter your mobile number
    2. Key in the One Time Pin (OTP) as required and enter your email address
    3. You have successfully registered as a user!
  • How do I update my profile details?
    • Click on menu
    • Select Profile
    • Click update.
    • After entering your details, click update button
  • Can I make multi-destination booking request?

    You can book up to 2 stops per trip.  Please ensure that the sequence of the drop-off points is correct prior to booking confirmation.

  • How is the multi-destination booking fare calculated?

    Additional stop will be charged $5 extra.

  • Can I book a ride on behalf of someone else?

    Yes, you can. Drivers accept booking requests based on pick-up location and destination. You can book a ride on behalf of anyone as long as all the required fields are provided.

  • Can I bring along a pet?

    Yes, you can. Please inform the driver via in-app chat once the trip has been accepted.

  • How do I cancel my trip?

    We encourage all passengers to avoid cancellations and commit to their requests. Please note that there will be cancellation charge incurred depending on when you cancel the trip.

  • Will I be charged if I cancel my trip?

    Book Now:

    You can cancel the trip  (Book Now) without any cancellation charge upto 5 minutes after the booking confirmation.  A cancellation fee of $5 will be charged if you cancel the trip 5 minutes after the booking is confirmed.

    Book Later:

    You can cancel the trip (Book Later) without any cancellation charge upto 24 hours prior to the requested pick-up time.  A cancellation fee of $5 will be charged if you cancel the trip within 24 hours of the requested pick-up time.

  • How do I pay for my trip?

    The final fare including ERP and additional charges will be reflected in the app upon the completion of the trip. You may confirm the final amount with the driver and pay cash for the trip.

  • What are the authorized additional charges?
    1. ERP charge incurred during the trip
    2. Additional drop-off charges if applicable
  • What should I do if I am involved in an accident?

    Look for a safe area and move away from the traffic. Please call 999 if in need of emergency assistance.

    Exchange contact details with the driver. You will be covered under the commercial insurance so you

    may file medical claim through your driver’s commercial motor insurance. Report the accident to us via Feedback button in the home page of the app

  • What should I do if the driver is uncontactable?

    Please try to contact the driver by call or message via in-app chat. If the driver still does not respond, please try to cancel the trip and book another trip again.

  • My driver came in a different vehicle from the one in his/her profile. What should I do?

    We suggest that you do not board the vehicle and report this incident to us as soon as possible by logging a ticket via in-app under “Feedback” or write to us at support@go25.sg

  • Where do I give reviews to my driver?

    After the trip is completed, you can review your driver immediately.

  • How do I tip my driver?

    You can tip your driver immediately after the trip ends. 100% of the tip goes to the driver.

  • FAQ for Driver
  • How do I register as a GO25 driver?
    1. Download GO25 Driver app, enter your mobile number.  An OTP will be sent to your mobile number.  Enter the OTP.
    2. Enter your personal details including email ID.  Note that you cannot use the same email ID on different phone numbers
    3. Enter vehicle details
    4. Read and agree to the Terms of Use. You can get the Terms of Use for Driver here.  (PDF file)
    5. Upload the following documents for verification:
    • Driver Photo
    • NRIC (Front and Back)
    • Profile photo
    • Driving license (Front and Back)
    • Vocational Licence (front and back)
    • Car Photo with number plate visible
    • Car Decal Photo
    • LTA vehicle log
    • Commercial insurance
    • Rental Agreement (if applicable)
  • What are the minimum requirements to join as a GO25 driver?
    1. Singapore citizens of at least 30 years old
    2. Valid PDVL / TDVL
    3. Minimum one year of driving experience
  • Why do I see 'Account Verification pending' on my app?

    This means GO25 admin has not verified your documents and approved your registration.  Typically they should approve your account within 3 working days.  If there are insufficient / incorrect document,  they should contact you.

    If you have submitted all documents and do not hear back from GO25 Admin, please contact them via email: support@go25.sg

  • How do I update my vehicle details?

    To update your vehicle details,  on the Driver app, click on the Menu > My Profile. Click Update. Then change the relevant details. Click update again.

    Remember to upload the relevant documents also.

  • How do I update my contact information?

    For changing the email ID and phone number,  you need to contact our support team.  Please email to support@go25.sg  OR submit a Feedback in the Driver app.

    For changing other information,  on the Driver app, click Menu > My Profile > Update.

    You need to submit the appropriate documents for the admin to verify your changes.

  • Does GO25 take any commission?

    Yes, GO25 takes a commission of $1 per trip.  We do not have any other charges.

    However, government taxes and/or bank commission (if applicable) will be charged to the Driver.

  • Will there be surge pricing during peak hours?

    No, our fare is fixed from Point A to B regardless of the location, time and demand.

  • Is ERP included in the fare?

    ERP is not included in the fare. Drivers are required to manually enter the correct ERP fare into the app before swiping the End trip button on the app.

  • Why is my account being suspended due to inactivity?

    All accounts must remain active for the past 3 months whereby drivers have to fulfil at least one trip within the 3 months period. To reactivate the account, drivers can appeal by writing in to support@go25.sg, subject to approval. Upon successful appeal, driver accounts will be reactivated within 3 working days and are subjected to an administrative fee of $25 for reactivation.

  • How do I handle late passengers?

    There is a grace waiting period of 5 minutes. You may call or message the passenger via In-App chat to reach them.

  • Will there be waiting charges if my passenger is late?

    Yes, there will be flat waiting charge of $5 after the grace period of 5 minutes.

  • Will GO25 take a commission from the waiting charges?

    No commission will be taken from the waiting charges

  • How do I handle passengers who do not show up?

    Upon reaching the pick-up location, you may click on “I’ve arrived” in the GO25 Driver App and the passenger will be notified that you have arrived. If the passenger is not at the pick-up location, please try to contact the passenger by call or in-app chat. Please try to contact more than once to remind the passenger that you are at the pick-up location waiting (5 minutes waiting time).  If the passenger still cannot be reached, you can choose to cancel the trip by clicking No Show button.

  • What is the penalty fee for late drivers?

    There will be a penalty fee of $5 for drivers who reach the pick-up location more than 5 minutes later than the pre-booked timing.

    We strongly encourage drivers to commit to their timings.

  • Can I pick up passengers with children?

    Please check if passenger has indicated child in their special requests.  Accepts such jobs only if you have child seats.  Communicate with the passenger though in-app chat and confirm the requirement of the child seat.  Please note that children below 1.35 m height require a child seat in the car.

  • What should I do if I find a passenger’s item in my car?

    Please return the item via any of the following ways if you have the passenger’s lost item.  You may contact GO25 office to get the contact details of the passenger.

    1. Drop off the item at GO25 Office
    2. Drop off the item at a Police Station. Do ensure that you keep a copy of the Police Report
    3. Arrange time and place to meet and return the item to the passenger
  • Can I still drive for other platforms if I drive with GO25?

    Yes of course! While we wish to have you onboard as our full-time driver, you are free to drive for other platforms.

  • I was involved in an accident. What should I do?

    If you were in an accident, stop the vehicle and move to a safe area away from traffic.

    Please call 999 for emergency assistance, or call 995 for medical attention.

    If there are no injured parties

    • Gather all details of all parties involved in the accident including time and date of the accident, contact numbers, vehicle numbers and pictures of the accident
    • Call your Insurer’s Hotline for a tow truck or further advise on the accident
    • Report the accident to your insurance company (Recommended within 2 hours)
    • Report the accident to GO25 via in-app feedback or email: support@go25.sg

    If there are injured parties

    • Call the police (999) immediately
    • Gather all details of all parties involved in the accident including time and date of the accident, contact numbers, vehicle numbers and pictures of the accident
    • Seek medical attention if you feel unwell
    • Call your Insurer’s Hotline for a tow truck or further advise on the accident
    • Report the accident to your insurance company (Recommended within 2 hours)
    • Report the accident to GO25 via in-app feedback or email: support@go25.sg