Cancellation & Refund Policy
Last updated: October 21, 2026
This policy applies to all bookings made through Goja (gojatravel.com). By completing a booking, you agree to these terms.
How Payment Works on Goja (Important Context)
When you book on Goja, you pay online through our secure payment provider (Stripe). How much you pay online depends on the method you choose at checkout:
- PromptPay (requires a Thai bank app) or card (Visa, Mastercard, Apple Pay, Google Pay) — you pay a 15% booking fee online at the time of booking, and the shop's 85% of the rental is paid in cash at the shop when you pick up the vehicle.
- Minimum booking fee: the online booking fee is at least ฿100. On a rental under ฿667, where 15% is less than ฿100, you pay the difference as a minimum booking fee. It is shown as its own line, with the total you pay, before you book — for example a ฿250 rental is ฿100 online plus ฿212.50 at the shop (total ฿312.50).
This online payment is separate from the security deposit (cash or passport) that the shop collects at pick-up — see Section 5. Any refund below is issued back to your original payment method and typically appears within 5–10 business days, depending on your bank or card issuer.
1. Cancelling Your Booking
You can cancel anytime before pick-up directly through My Bookings on the Goja website, or by contacting us via WhatsApp/LINE with your Booking ID. The refund you receive depends on how far in advance you cancel and which payment method you used — see the tables in Section 2.
We recommend cancelling at least 48 hours before your scheduled pick-up to qualify for a full refund, and it helps the shop offer your reserved vehicle to another customer.
2. Refunds When You Cancel
Whether you paid by PromptPay or card, you paid only a booking fee online (15%, minimum ฿100), so refunds apply to that fee only — including any minimum-fee top-up. It is all-or-nothing at the 48-hour mark:
| When you cancel | Online booking fee |
|---|---|
| More than 48 hours before pick-up | 100% of the booking fee refunded |
| 48 hours or less before pick-up, or No-Show | 0% — booking fee is non-refundable |
Two more amounts paid at the shop (not part of any online refund)
These are separate from your online booking fee, and separate from each other. An online cancellation refund does not involve either of them:
Bucket A · Rental balance
Remaining 85% of the rental fee
Paid in cash to the shop only when you actually pick up the vehicle. If you cancel, you never pay it — so there is nothing to refund.
Bucket B · Security deposit
฿3,000–5,000 cash or your passport
A damage guarantee held by the shop, unrelated to the rental fee. Returned in full when you return the vehicle in good condition (see Section 5).
3. If the Shop Cancels Your Booking
If a partner shop cancels your booking (for example, due to a mechanical issue or the vehicle becoming unavailable), you always receive a full 100% refund of everything you paid online — regardless of timing, for both PromptPay and card payments.
We'll notify you as soon as this happens and, where possible, help you find a replacement vehicle from another partner shop in the same area.
4. If Your Vehicle Becomes Unavailable (Overbooking)
In the rare event that the last available vehicle is booked by another customer at almost the same moment as your payment, we cannot confirm your booking. If this happens, Goja automatically refunds 100% of the amount you paid online to your original payment method and notifies you right away. You are never charged for a vehicle we cannot provide.
5. Security Deposit (Paid at the Shop)
This is the security deposit (“Bucket B”) — a damage guarantee that is completely separate from your online rental payment and from the cash rental balance. When you pick up your vehicle, the shop will collect a refundable security deposit to cover damage beyond normal wear and tear. Depending on the shop, this will be either:
- Cash (typically ฿3,000–5,000, amount shown on your booking), or
- Your original passport, held by the shop until you return the vehicle.
The accepted deposit type(s) for your specific vehicle are shown on the booking page before you confirm. This security deposit is paid to and refunded by the shop directly, not Goja, and is returned to you when you return the vehicle in good condition. It is separate from the online rental payment described above.
6. Repeated Late Cancellations or No-Shows
If you repeatedly cancel with very short notice or do not show up for pick-up (“No-Show”), we may limit your ability to book through Goja in the future, to protect our partner shops from repeated lost reservations.
7. Changes to Your Booking
Need to change your dates, vehicle, or pick-up time instead of cancelling? Contact us via WhatsApp or LINE with your Booking ID and we'll do our best to accommodate the change, subject to availability.
8. Contact Us
Questions about this policy or a specific booking? Contact us on WhatsApp or LINE — we reply as quickly as we can, usually within a few hours. Have your Booking ID ready so we can help quickly.