After each trip, you’ll receive an email with a detailed e-receipt showing the fare breakdown and any additional charges. You can also access your complete ride history through the Geolah app. This provides a record of all your trips, including dates, destinations, fares, and payment methods used.

If you are paying with a card, you’ll have to charge it onto your card and clear the payment before booking your next trip. If the payment is unsuccessful after multiple tries, try changing your payment method or add a new credit/debit card to your account. 

3-Domain Secure (3DS) is a protocol used by banks worldwide to authenticate online card transactions. Cardmembers can recognize the participating 3DS merchants by the Verified-by-Visa, MasterCard’s SecureCode, American Express SafeKey or JCB J/Secure logos on the online merchant’s website. 

Here are a few possibilities:

• Insufficient bank or credit balance
• Maxed out credit/charge limit for the day — you can change this through the card issuing bank
• Issuing bank rejects multiple transactions from same merchant. You can inform the card issuing bank to accept future Geolah transactions.

In most cases, we’d encourage you to let us know of this issue if it happens through our support channel.

As a passenger entering Sentosa Island, you may encounter an admission fee based on the time of day: This extra fee will be charged to the passenger’s account.

You are not required to pay the admission fee if you have any of the following:

• Sentosa Staff Pass
• Sentosa Islander Membership
• Hotel Complimentary Pass

In these cases, the driver should use the manned entry lanes to waive the island admission fee.

All cars and taxis will be charged, more details refer to the link

For most services on Geolah, ERP/toll charges are not included in the fare. If a passenger passes through an active ERP/toll gantry, the toll charge will be added to the fare at the end of the trip.

Important Notes:

Geolah drivers are encouraged to follow suggested routes to avoid unexpected traffic delays. The platform optimizes routes for accurate pick-ups and drop-offs, which may include passing through ERP/toll gantries. However, for GeoLimo and GeoDeliver services, ERP/toll charges are included in the fare.

A waiting time fee allows our drivers to be compensated for the time spent waiting at a pickup location.

Passenger will be charged a waiting time fee of $3.50 per 3 minutes block at the end of the trip if: The driver pressed “Arrived”, waits for > 3 minutes for passenger to board, and continues the trip (Passenger boards and driver completes trip).

A cancellation fee compensates drivers for their time and effort. Grace Period: All cancellations made within 3 minutes of matching are not chargeable.

Post-Arrival Cancellation: If the driver has marked “Arrived” at the pick-up point and no-show from passenger, the passenger will be charged a cancellation fee of $3.00.

Waiting & Cancellation: If the driver has marked “Arrived” at the pick-up point & waits for > 3 minutes, the passenger will be charged a cancellation + waiting fees of S$3.00 + $3.50 per 3 minutes block. 

Waiting & Cancellation: If the driver has marked “Arrived” at the pick-up point & waits for > 3 minutes, the passenger will be charged a cancellation + waiting fees of S$3.00 + $3.50 per 3 minutes block. 

If your appeal is successful, you will receive a non-refundable Geolah voucher as a refund. This voucher cannot be partially or fully redeemed for cash and has a strict no-extension policy.

Geolah platform fees as follow:   

Fares <=$15.00                         S$0.55

Fares >=$15.01                         S$0.75

The fees covers the costs associated with running the Geolah platform, developing new services, and prioritizing safety measures.

There will be no extra charges, our drivers are encouraged to keep their boots clear to accommodate passenger belongings.

There will be a $3 fee for booster seat.

The cancellation fee applies to all rides and delivery services.

The fee will be $5 for additional stop with extra distance travelled. 

Passengers will be charged a $80 cleaning fee for any excessive mess that requires professional cleaning. This includes but is not limited to: vomiting, stains, or pet waste. The fee compensates the driver for approximately 1.5 hours of downtime needed for cleaning. 

The total number of stops is 3.

Following LTA regulations and ensuring passenger safety, Geolah require selecting the correct service based on your group size. The table below details the maximum passenger capacity for each service type:

The maximum luggage capacity for each service type is a guideline based on available space. Consider a large suitcase to be approximately 27 inches. To avoid cancellation fees, please book the appropriate service based on both the number of passengers and the amount of luggage you have. If you have more luggage than the recommended amount, you’ll need to book additional rides.

The car boot is ideal for foldable wheelchair. If it doesn’t fit, check with your driver about using the passenger seats.

The fare for your trip is determined solely by your pick-up and drop-off locations. Our platform optimizes routes to enhance pick-up/drop-off accuracy and overall safety, which may entail passing through ERP/toll gantries.

No worries, your ride request hasn’t been matched yet and no charges have been incurred. This could be because of high demand, peak hours, bad weather slowing down traffic, or a temporary internet issue.

Our platform automatically detect your location. There are 2 possible methods:

1. Locate your exact pickup point on map.
2. Kindly input your notes in the field below pickup location.

Bookings are for ground-level pickup and drop-off, except at designated points in residential, hotel, and shopping mall areas.

GeoPet is a pet-friendly transportation service for Geolah users, allowing them to travel to their destination with their pets at an affordable price. Common pets, such as cats, rabbits, turtles, hamsters, birds in cages, fish in bowls or plastic bags, and dogs (either in a carrier or leashed), are welcome to ride along.

GeoPet accommodates up to two passengers, not including pets. A maximum of two medium-sized pets or one large-sized pet is allowed per ride. Any other arrangements are at the driver’s discretion. Please note that pets are not insured during GeoPet rides.

Geolah’s rate and review system promotes accountability for both passengers and drivers, identifying key areas for improvement:

1. Mutual Ratings: Passengers and drivers rate each other on a 5-star scale after each ride.
2. Feedback: Both parties can leave written feedback; passengers can give compliments, and drivers can flag issues.
3. Impact: High ratings can earn drivers rewards, while low ratings may lead to warnings or deactivation.

New to Geolah? Download the app now and claim your welcome coupon.

Here’s how you can enjoy more:

1. Pay with ease: Use your favorite debit or credit card for cashless payments.
2. Stay protected: Opt-in for enhanced passenger insurance coverage.
3. Share the love: Refer friends and earn rewards together.
4. Ride more, save more: The more you ride, the more coupons you’ll earn.

No, Geolah coupons only applies for cashless payment methods. Any cancellation, wait time fees or additional charges such as ERP/tolls need to be paid separately.

You can apply through the following:

• Enter Your Details: Pick-up and drop-off locations, choose your preferred vehicle type.
• Apply Your Code: Click payment section. Add your preferred cashless payment method and then “Apply Coupon”
• Alternative Method: Go to “Menu” > “Coupon” > “Copy”

Invalid coupons cannot be applied. Expired coupons will be moved to the past section. Please ensure that your coupon code is valid and meets all the necessary terms and conditions before attempting to use it.

Geolah coupons cannot be exchanged for cash, credit, or other forms of payment.

Android Users:

Open your phone’s “Settings” – “Geolah App” – “Storage” – “Clear Cache”
Uninstall/Re-install the Geolah app from the Store.

iOS Users:

Close the Geolah App completely. Restart your phone.
Uninstall/Re-install the Geolah App from the Store.

Please ensure your location settings are turned on. If live tracking is not working, it might be because the driver or recipient hasn’t opened their app. Ask them to open the app. If the issue continues, please try restarting the app.

Yes, you are able to share your trip details.

Let’s build a great ride experience! Show your appreciation to Geolah drivers by tipping during or after your trip. Cashless tipping is preferred and help us recognize great service for our community.

Book rides for loved ones with Geolah! Indicate the right pick-up and drop-off locations, and select a cashless payment method for a smooth ride experience

Geolah app provides a text field for exact pickup details, eg waiting at lobby, carpark, or entrance. This exclude restricted zones, bus lanes and bus stops. For other specific requests, you may enter in the “Driver Notes” or call/text feature.

Wrong Address? Cancel immediately and rebook with the correct pickup location to avoid any cancellation fees. Drivers cannot travel to your new location due to safety and efficiency concerns. Always confirm your address before booking.

Driver can terminate a ride for following reasons:

Passenger Misconduct:

• Verbally or physically abusive
• Intoxicated or engaging in illegal activities
• Not following instructions for safe vehicle use
• Passengers who violate Geolah platform’s terms of use.

Vehicle Breakdown or accident.

Let’s contribute to making this a safe and enjoyable experience for all.

Drivers can charge a waiting time fee after waiting for 3 minutes at the correct pickup location, as confirmed by GPS. We encourage passengers to be punctual.

If you were involved in an accident, with injuries:

Call 999 (Police) Immediately.
Secure scene & seek medical attention.
Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

Here’s what to do after your accident (no injuries):

Exchange info: Get contact details, plate numbers, and photos of damage.

Report for claim: File a police report within 24 hours for insurance claims.

Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

Geolah prioritise well-maintained vehicles & drivers are reminded to send for regular servicing & inspection. In the event if your driver’s car breaks down, they’ll end the trip. You need to rebook another ride.

Every Geolah ride comes with a basic coverage of up to S$10,000 for accidental death and permanent disablement. For just $0.30, you can increase your coverage to S$50,000 with Ride Protector.

Your safety is our priority at Geolah. Report immediately within the Geolah App “Menu” – “Support” – “Report”.

Your safety is our priority at Geolah. If the driver who arrived doesn’t match the information in the app (photo, name, vehicle registration number etc), report immediately within the Geolah App “Menu” – “Support” – “Report”.

Geolah understand you’ve misplaced an item and might be upset. We prioritize finding it for you. The chat and call function with your driver will only be available for 24 hours. To ensure a smooth retrieval, please make necessary arrangements and share contact details with the driver before the chat log disappears. Passengers are responsible for contacting the driver for any lost & found items. 

Trip ended less than 24 hours ago 

The fastest way to find or retrieve a lost item is to contact the driver directly. 

• Tap on Trips > Activities – History – Contact Driver  

If an Item is found 

• Arrange with the driver privately for the return of the item in good time. 
• We recommend that you compensate the driver for the trip, based on the distance from his/her location to yours (recommended minimum fare of $25-$30 to compensate for the driver’s time.) 

 If the Item is not found 

• Lodge a police report 
• Send a copy of the police report to support@geolah.com

Taxi Companies Customer Service Centre: 

• Comfort Delgro: 6552 4525 
• Strides Premier Taxi: 6363 6888 
• Prime Taxi: 6898 2000 
• Trans-cab: 6555 6666 

Geolah cannot guarantee that the driver will have your items or be able to return them immediately. Perishable items, along with their containers, will be disposed of immediately due to health and safety reasons.

Non-payment of street-hail or ride-hail fares is an offence under the PTC Act. A person guilty of an offence is liable on conviction either to a fine not exceeding $1,000 and where the person is a repeat offender, to a fine not exceeding $2,000 or to imprisonment for a term not exceeding 6 months or to both. Prosecution action may be taken against offenders and particularly, those who refuse to make restitution of the unpaid fare.

GeoLimo is a service for flexible time bookings. You can book a limo for 2 hours – 8 hours and make as many stops as needed. This service is well-suited for sightseeing tours, errands, or bar crawls where multiple stops are expected.

An IVRD is an In-Vehicle Recording Device that private-hire drivers are allowed to opt in for. These devices are authorized by the LTA, could help promote safety for both passengers and drivers on our platform, and resolve disputes should they arise. Recordings are only accessible by authorized data controllers and kept only for 7 days. 

Both drivers and passengers have to lodge a report to relevant authorities, Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only the authorities are allowed access to these recordings.

Singapore law requires children under 1.35 meters tall to use a child restraint in private hire cars. For families with young children, GeoKids and GeoTaxi are excellent options. If you need extra boot space, please note this in your booking.

GeoTaxi is a metered service from the following operators:

• Comfort Delgro
• Strides Premier Taxi
• Prime Taxi
• Trans-cab

Huawei mobile devices are not compatible with the Geolah app. This is because the Geolah app is only available on the Google Play Store and Apple’s App Store. Huawei’s devices use the AppGallery, where Geolah app is not available.

The security deposit is a safeguard for both partner drivers and users on the Geolah platform. It’s not a fee or commission. Once verified, drivers pay the full deposit before accepting orders. This deposit is only required once per driver.

The deposit might be deducted if:

• You owe Geolah money due to violations of our terms and conditions.
• Your Geolah Wallet has an outstanding balance when you close your account.
• You owe money to users or third parties as per our terms and conditions.

Once verified, each partner driver must pay a one-time security deposit: 

PHV: SGD 10

TDVL: SGD 10

The security deposit must be maintained in the driver’s account at all times. Accounts with insufficient funds may be subject to suspension or termination.

If you terminate your account, you can request a refund of your deposit. The refund will be processed within 20 working days.

Your earnings will be credited to your Driver’s App wallet.

Standard withdrawals have a 3 business days processing time, while Fast withdrawals are processed immediately and will be available on the same day.

Check your transaction history. If it says “completed,” your earnings have been successfully credited.

A $0.50 admin fee applies to specific transactions: unauthorized charges, refunds, passenger charges, and driver cashouts.

Passengers will pay a $80 cleaning fee for any excessive mess that requires professional cleaning. This includes but is not limited to: vomiting, stains, or pet waste. The fee compensates the driver for approximately 1.5 hours of downtime needed for cleaning. 

You can do so via the in-app call and messaging function.

If you’ve arrived at the pickup point but can’t find your customer, don’t worry. Here’s what you have to do:

• Tap on ‘I’ve Arrived’ and an automated message will be sent to the passenger to alert them to head to the pickup point.
• You may also contact your passenger directly by calling or starting a chat.
• In the event that the passenger does not arrive after the waiting time and remains uncontactable, you may cancel the booking and select the reason ‘Passenger no-show: cancellation rate not affected’. This will not affect your cancellation rating.
• Before cancelling the ride, make sure that:
• You’re waiting for the passenger at the correct pickup point.
• You have been waiting at the pickup point for more than 5 minutes.

The passenger will be charged $3 for cancelling the ride after the grace period. Since the cancellation was made within 3 minutes of the driver’s arrival, no waiting fee will be applied.

Geolah is committed to the safety of our passengers and drivers. We have a zero-tolerance policy for harassment and closely monitor user behavior. If you experience harassment, please report it immediately through the app or call 999.

We encourage both drivers and passengers to share honest feedback and ratings to continuously improve the user experience.

Please drop us an email at contact@geolah.com and provide us with the order ID. We will review the ratings and will advice you on the outcome.

If you were involved in an accident, with injuries:

• Call 999 (Police) Immediately.
• Secure scene & seek medical attention.
• Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

Here’s what to do after your accident (no injuries):

• Exchange info: Get contact details, plate numbers, and photos of damage.
• Report for claim: File a police report within 24 hours for insurance claims.
• Share to Geolah: Use the app’s “Report” function (Menu – Support – Report).

Geolah prioritise well-maintained vehicles & drivers are reminded to send for regular servicing & inspection. In the event your car breaks down, you will need to end the trip.

Every Geolah ride comes with a basic coverage of up to S$20,000 for accidental death and permanent disablement. 

The chat and call function with your passenger will only be available for 24 hours. 

Trip ended less than 24 hours ago 

The fastest way to find or retrieve a lost item is to contact the passenger directly. 

• Tap on Trips > Activities – History – Contact Passenger

If an Item is found 

• Arrange with the passenger privately for the return of the item in good time. 

An IVRD is an In-Vehicle Recording Device that private-hire drivers are allowed to opt in for. These devices are authorized by the LTA, could help promote safety for both passengers and drivers on our platform, and resolve disputes should they arise. Recordings are only accessible by authorized data controllers and kept only for 7 days. 

Both drivers and customers have to lodge a report to relevant authorities, Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only the authorities are allowed access to these recordings. 

Huawei mobile devices are not compatible with the Geolah Driver app. This is because the app is only available on the Google Play Store and Apple’s App Store. Huawei’s devices use the AppGallery, where Geolah Driver app is not available.