When a Penalty WILL NOT Be Applied (Waived)

We understand that genuine emergencies and technical issues can happen. We will waive the penalty if the withdrawal is due to the following reasons, provided you can give us verifiable proof:

• Genuine Vehicle Breakdown: You must provide immediate and clear proof, such as a photo/video of the breakdown, a tow truck receipt, or a mechanic's report. 

• Genuine Medical Emergency: You or an immediate family member has a sudden medical emergency. Verifiable proof is required, such as a medical certificate, a hospital visit note, or a doctor's letter. 

• Severe & Unforeseen Events: An unexpected event beyond your control makes the route impossible, such as a confirmed major road closure due to a flood or a serious accident. 

• System or App Error: There is a confirmed technical glitch or platform error that prevents you from completing the booking. 

• Control Tower Error: The withdrawal was initiated by our team due to an internal mistake (e.g., incorrect booking details assigned).

When a Penalty WILL Be Applied

The RM15 penalty is applied to protect the integrity of the Advance Booking system and ensure a reliable experience for passengers. A penalty will be applied in the following situations:

• Unresponsive to Reminders: You do not answer reminder calls from our Control Tower for an upcoming Advance Booking. 

• Too Far to Reach on Time: 45 minutes before the scheduled pick-up, your GPS location shows you are 45 minutes or more away from the passenger's location, making it impossible to arrive on time. 

• Not Moving to Pick-up: You have click "On The Way," but your GPS shows you are not moving towards the pick-up location. 

• Asking the Passenger to Cancel: You request that the passenger cancels the booking, and the passenger reports this to us. 

• Late for Pick-up: A passenger reports that you are late for the scheduled pick-up time. 

• Unaware of Booking: You are only aware of the Advance Booking after receiving a call from the Control Tower. 

• Conflicting Bookings: You have accepted two different Advance Bookings with less than a 1-hour gap between the first drop-off and the next pick-up, making it unrealistic to complete both. 

• Unjustified Withdrawal Requests: You ask the Control Tower to withdraw the booking for reasons without evidence or for personal choice (e.g., "don't want to go to the area," "found a better job," "tired"). 

• GPS Tampering: There is evidence that you have manipulated your GPS location.