We are saddened by the issues surrounding unclaimed GrabFood orders circulating online.
To restate, GrabFood does not allow order cancellations once orders are placed by the delivery-partner at the merchant. The instances highlighted on social media posts are mostly due to customer NO-SHOWS, which constitute to only 0.01% of our total transactions.
Grab has a reimbursement policy in place, which allows delivery-partners to be fully reimbursed for all unclaimed orders. This reimbursement policy is made known to all delivery-partners upon activation on the platform.
As Grab continues to provide everyday services to many Filipinos, it also strives to maintain a platform that works for both for its customers and also its delivery-partners. For every customer no-show, the livelihood of a delivery-partner is affected – causing them to lose valuable time and daily capital.
Grab enjoins everyone to use its services responsibly – be mindful of orders placed and the effort that our delivery-partners put in to deliver your orders.
Grab continues to tighten its policies to curb this abusive behavior, and customers who exhibit abuse of our no-show policies will soon face account penalties, including possible account suspension.