Booking Acceptance Policy

DriveoHosts Booking Acceptance Policy

At DRIVEO (“DRIVEO”), we strive to provide a seamless and exceptional service for our DriveoHosts (hereinafter collectively referred to as the "Parties") within our ecosystem. However, we understand that unforeseen circumstances may arise. To address such situations, we have outlined an all-encompassing Booking Acceptance Policy (“Policy”). This Policy governs the overarching Terms and Conditions for standard of services, tier adjustment and compensation between DRIVEO and the Parties. The purpose of this is to ensure a fair and equitable resolution of issues that may occur during the engagement between DRIVEO and the Parties. Kindly note that there is also a separate Compensation Policy exclusive for DriveoHosts in the most recent of revision made to the Terms of Service (T.o.S.) on the DRIVEO App that much benefits the Parties with concern to management of bookings acceptance.

A. Adjustment

1.0 Vehicles Not Meeting Standards

1.1 In the event that a vehicle does not meet the prescribed standards, DRIVEO reserves the right to impose a 5% adjustment of the total rental fees. This adjustment will be applied at the discretion of DRIVEO and is subject to review.

2.0 Delayed Delivery (> 1 Hour)

2.1 In cases where the delivery of a vehicle is delayed by more than 1 hour, the Parties shall be liable to the hourly vehicle rate in addition to a 5% adjustment of the total rental fees. The adjustment is at the sole discretion of DRIVEO and will be subject to review.

2.2 Delays exceeding 2 hours warrant an adjustment to the Parties’ per-hour rate.

3.0 Delayed Delivery (> 5 Hours)

3.1 If the delivery of a vehicle is delayed by more than 5 hours, the Parties are responsible for a one-day vehicle rate adjustment. This adjustment is subject to the discretion of DRIVEO and will be reviewed accordingly.

3.2 Delays exceeding 3 hours may result in an adjustment to the Parties’ per-hour rate. 

4.0 Shuttle (Interrupted Trip)

4.1 In the event of an interrupted trip during shuttle service, an adjustment ranging up to 50% of one-way shuttle fees may be applied, depending on the circumstances. DRIVEO retains the right to determine the appropriate adjustment, which will be subject to review.

4.2 Such adjustment shall be made to the Limo Operator.

4.3 Similarly, in events of Shuttle Delays, the same adjustment may also be imposed unto the Limo Operator.

5.0 Cleanliness Issue (Due to Odor, Cockroaches, Ants, etc.)

5.1 If a cleanliness issue arises, specifically due to factors such as odor, cockroaches, ants, etc., a monetary adjustment ranging from RM15 to RM200 may be imposed. The exact adjustment will be determined by DRIVEO and is subject to review.

6.0 Car Breakdown

6.1 No adjustment will be made if the response time to a car breakdown is less than 1 hour. 

6.2 In the event that the response time exceeds 1 hour, an adjustment equivalent to the hourly vehicle rate assigned for the rental period will be applied.

6.3 The resolution of car breakdown issues shall be carried out in a timely manner after the Parties have been duly informed by DRIVEO management.

7.0 Unpleasant Experience

7.1 In cases where customers report an unpleasant experience, a monetary adjustment ranging up to RM50 may be applied, depending on the severity of the situation. The adjustment is subject to the discretion of DRIVEO and will be reviewed accordingly.

B. Compensation

8.0 Cancellation of Bookings

Cancellation more than 24 hours before vehicle pick-up time

8.1 In the event that a booking is cancelled more than 24 hours before the vehicle pick-up time, no compensation offer shall be provided.

Cancellation within 24 hours before vehicle pick-up time

8.2 If a booking cancellation occurs within 24 hours before the vehicle pick-up time, the Parties shall be compensated amounting to one (1) day’s worth of rental. This action will result in an adjustment as per this Policy.

Cancellation after vehicle pick-up time or “No Show”

8.3 Should a booking get cancelled after the vehicle pick-up time or result in a "No Show", the Parties shall be compensated amounting to one (1) day’s worth of rental. This action will result in an adjustment as per this Policy.

9.0 Eligibility for Compensation

9.1   A host shall be eligible for compensation in the event that a customer fails to appear for their scheduled booking, subject to the following conditions:

9.1.1  The host must have made a reasonable attempt to contact the customer no less than twelve (12) hours prior to the scheduled pick-up time.

9.1.2 The host must provide photographic evidence confirming their presence at the designated pick-up location and demonstrate that they remained at the location for a minimum of one (1) hour.

9.1.3 The booking must have remained blocked in the system to accommodate the customer in the event that they return later.

10.0 Compensation Conditions

10.1 Hosts are required to submit all necessary documentation and evidence as specified in Section 9 in order to be considered for compensation.

10.2 Compensation claims will be subject to verification by WAHDAH, and any compensation amount shall be determined by WAHDAH in its sole discretion based on the provided documentation and adherence to these terms.

10.3 Hosts must provide WAHDAH with all relevant proof within a reasonable time frame as stipulated by WAHDAH to initiate the compensation process.

10.4 WAHDAH reserves the right to reject or adjust any compensation claims based on non-compliance with company policies, or if the evidence provided is deemed insufficient.

11.0 Compensation Amount and Processing

11.1 Eligible hosts may be entitled to compensation not exceeding three (3) days' worth of rental charges, contingent upon the successful submission and verification of required evidence as outlined in Section 9.

11.2 Compensation will be processed only after WAHDAH has reviewed and verified all necessary documentation provided by the host.

11.3 WAHDAH reserves the exclusive right to approve, adjust, or deny compensation claims based on compliance with the company's policies and procedures, as well as the accuracy and completeness of the provided evidence.

12.0 Change of Location Policy

Change of location (interstate) more than 24 hours in advance

12.1 In the event that a Customer changes their location (interstate) more than 24 hours in advance, no compensation offer shall be provided. This action will result in an adjustment as per this Policy.

Change of location (interstate) less than 24 hours in advance

12.2 If a Customer changes their location (interstate) less than 24 hours in advance, the Parties shall be compensated amounting to one (1) day’s worth of rental. This action will result in an adjustment as per this Policy.
 

Please be advised that the severity of issues may result in different tier for adjustment or compensation values. Only in circumstances of reported complaints by Customers, shall an adjustment be implemented upon the Parties, while the exact rate of compensation upon the Parties will depend on cancellation of bookings or specific requirements by the Customers. As such, every adjustment or compensation outlined in this policy is subject to review and final determination by DRIVEO. These terms and conditions are binding upon the Parties and may be amended at the sole discretion of DRIVEO. By engaging with WAHDAH, all Parties acknowledge and agree to adhere to the stipulated provisions hereinabove in this Booking Acceptanec Policy. DRIVEO reserves the right to modify this Policy at its discretion, with any changes shall be communicated to the Parties.