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 Change of Location Policy

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

9.1 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

9.2 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.