Booking Acceptance Policy

 

DriveoHosts Booking Acceptance Policy

DRIVEO Booking Acceptance Policy Content in Pointers

At DRIVEO (“DRIVEO”), we aim to ensure a seamless service for our DriveoHosts. This policy outlines terms for adjustments and disbursement to address unforeseen circumstances.

A. Adjustment

1. Vehicles Not Meeting Standards

1.1 DRIVEO reserves the right to impose a 5% adjustment of the total rental fees.

1.2 Adjustments are applied at DRIVEO's discretion and are subject to review.

2. Delayed Delivery

2.1 Delivery Delayed by More Than 1 Hour:

2.2 Liable to the hourly vehicle rate.

Additional 5% adjustment of total rental fees.

3. Delivery Delayed by More Than 2 Hours:

3.1 Adjustment to Parties’ per-hour rate.

4. Delivery Delayed by More Than 5 Hours:

4.1 Responsible for one-day vehicle rate adjustment.

4.2 All adjustments are at DRIVEO's discretion and subject to review.

5. Shuttle (Interrupted Trip)

5.1 Interrupted Trip:

5.2 Adjustment of up to 50% of one-way shuttle fees, depending on circumstances.

5.3 Adjustment imposed upon the Limo Operator.

6. Shuttle Delays

The same adjustment applies as for interrupted trips.

7. Cleanliness Issue

7.1. Adjustments ranging from RM15 to RM200, depending on factors such as:

7.2. Odor.

7.3 Presence of cockroaches, ants, etc.

7.4 Determined and reviewed by DRIVEO.

8. Car Breakdown

8.1 Response Time Less Than 1 Hour:

No adjustment.

8.2 Response Time Exceeds 1 Hour:

Adjustment equivalent to hourly vehicle rate.

8.3 Delays Exceeding 3 Hours:

Further adjustments to per-hour rate.

9. Unpleasant Experience

9.1 Adjustments up to RM50, depending on the severity of the issue.

9.2 Reviewed and determined by DRIVEO.

 

B. Disbursement

10. Cancellation of Bookings

10.1 Cancellation More Than 24 Hours Before Pick-Up:

No compensation provided.

10.2 Cancellation Within 24 Hours Before Pick-Up:

Compensation equals one day’s worth of rental.

10.3 Cancellation After Pick-Up or “No Show”:

Compensation equals one day’s worth of rental.

11. Eligibility 

Hosts are eligible for compensation if a customer fails to appear for their scheduled booking and the following conditions are met.

12.   Compensation Conditions 

12.1 The host must provide proof of attempting to contact the customer at least 12 hours before the scheduled pick-up time. 

12.2 The host must submit photo evidence proving their presence at the designated pick-up location and that they waited for at least one (1) hour. 

12.3 The booking date must remain blocked to accommodate the customer in case they return later.  

13.   Compensation Amount and Processing

13.1 Eligible hosts may receive compensation of up to three (3) days’ rental, subject to verification. 

13.2 Compensation will be processed only after the host submits all required proof and WAHDAH conducts a review. 

13.3 WAHDAH reserves the right to approve, adjust, or deny compensation based on compliance with company policies.

14. Change of Location Policy

14.1 Change of Location (Interstate) More Than 24 Hours in Advance:

No compensation provided.

14.2 Change of Location (Interstate) Less Than 24 Hours in Advance:

Compensation equals one day’s worth of rental.

 

C. Additional Notes

i. The severity of issues may result in varying adjustments or disbursement values.

ii. Adjustments apply only in circumstances of reported complaints by Customers.

iii. Compensation is contingent upon booking cancellations or specific Customer requirements.

iv. All decisions are subject to review and final determination by DRIVEO.

v. This policy may be modified at DRIVEO's sole discretion, with changes communicated to all Parties.