OTAPAY Motor Takaful Site VIP Road Assist (Option B)
OTAPAY Motor Takaful Site VIP Road Assist (Option B)
Terms & Conditions • Disclaimers
Terms & Conditions • Disclaimers
Platform: OtaPay Motor Takaful Site ("https://OtaPayMotorTakafulSite.my/", "OtaPay Motor Takaful Site", "Platform")
Programme Owner / Service Provider: SENANG.IO Niaga Sdn Bhd ("SENANG.IO ", "we", "us")
Effective Date: 05/02/2026
Customer Hotline: +6018-955 9931
Operating Hours: 9.00AM - 6.00PM
Coverage Territory: Malaysia
“Programme” means the VIP Road Assist – Option B (Package B) service described in these Terms.
“Customer” means the person who purchases/enrols into the Programme via OtaPay Motor Takaful Site .
“Covered Vehicle” means the vehicle details registered/enrolled under the Programme (where applicable).
“Service Request” means a request for assistance/handling made via the Hotline or approved channels.
“Working Day” means Monday to Friday excluding public holidays in Malaysia (unless stated otherwise).
The Programme is a service-based assistance programme only.
The Programme is not insurance or takaful, and does not involve underwriting, premium, indemnity, sum insured, or claims payout.
Any motor insurance/takaful policy purchased remains separate and is governed solely by the insurer/takaful operator’s policy terms. The Programme does not amend or extend such policy coverage.
Option B may be presented as a mandatory add-on for certain eligible transactions on OtaPay Motor Takaful Site (as displayed at checkout).
Enrolment is effective only upon (i) successful payment/confirmation (where applicable) and (ii) issuance of an activation confirmation via OtaPay Motor Takaful Site /email/SMS/other notification.
The Programme is valid only for the enrolled Customer and/or the Covered Vehicle (as applicable) and is non-transferable unless SENANG.IO confirms otherwise in writing.
Customers must ensure all details submitted (name, contact number, vehicle details, etc.) are accurate and updated.
The Programme term is 12 months from activation confirmation unless stated otherwise at point of sale.
The Programme expires automatically at the end of its term unless renewed.
Subject to these Terms, Option B provides the following benefits only:
5.1 Priority Assistance Handling (Best-Effort SLA)
SENANG.IO will provide priority handling and coordination with a target resolution timeline of up to five (5) Working Days, where operationally feasible.
5.2 Human Call Pickup (Best-Effort Target)
Hotline support intended to be answered by a human agent with a best-effort target of within ten (10) seconds, where operationally feasible.
No other benefits (e.g., towing, tyre change, fuel, battery, replacement car, repairs, reimbursements) are included under Option B unless expressly stated in writing by SENANG.IO or displayed in the official OtaPay Motor Takaful Site checkout/Programme page.
Customer must contact the Hotline and provide required information including: (a) Customer name/ID (where requested), (b) vehicle registration number (if applicable), (c) exact location, (d) contact number, and (e) issue description.
SENANG.IO may request additional verification steps to prevent fraud and misuse.
Customer must remain reachable and cooperate with instructions; failure may result in delay or refusal of service.
Service is subject to operational feasibility, including vendor availability, site access, traffic, weather, safety conditions, and legal/regulatory constraints.
SENANG.IO may refuse, delay, modify, or discontinue a Service Request if (a) it is unsafe or unlawful to proceed; (b) the request is outside Programme scope; (c) Customer is abusive, uncooperative, or suspected of misuse/fraud; or (d) circumstances beyond reasonable control prevent performance.
Programme fees (if any) are displayed at point of sale on OtaPay Motor Takaful Site.
Non-Refundable: Once activation confirmation is issued, Programme fees are strictly non-refundable, including where Customer does not use the Programme, changes their mind, or sells the vehicle.
If SENANG.IO grants any exception at its sole discretion, eligibility may be limited to cases where (a) the Programme was not activated due to system error attributable to SENANG.IO ; (b) no Service Request was made; and (c) the request is made within hours/days from purchase.
Where applicable, the Programme fee is a service fee, not an insurance premium.
The Programme is provided for genuine assistance needs.
Fair Usage Limit: SENANG.IO may impose fair usage controls including limiting repetitive or excessive Service Requests to 2 requests per month per Customer/vehicle/term.
SENANG.IO may suspend or terminate access where there is suspected abuse, fraud, or repeated non-compliance.
The Programme does not cover and SENANG.IO may refuse Service Requests involving:
emergencies requiring police/ambulance/fire services (call 999);
accidents involving injury, criminal activity, or where authorities must intervene;
illegal acts, reckless driving, racing, or intoxication;
requests unrelated to Option B benefits;
inaccessible, restricted, or hazardous locations (e.g., flood zones, off-road, conflict areas, closed sites);
pre-existing faults, routine maintenance, or workshop-level repairs;
situations where Customer cannot verify identity/vehicle details reasonably required for service.
All service targets stated (including “10 seconds” pickup and “5 Working Days” handling/resolution) are best-effort targets only and not guarantees.
Delays may occur due to vendor constraints, surge demand, severe weather, public holidays, connectivity issues, incorrect information provided by Customer, or other circumstances beyond SENANG.IO’s reasonable control.
SENANG.IO may engage third-party vendors/operators to deliver assistance.
SENANG.IO’s role may include coordination/facilitation. Actual service delivery depends on vendor availability and on-site conditions.
Unless expressly stated, any third-party costs or consumables are borne by the Customer, including but not limited to tolls, parking, parts, repairs, storage, fines, and any out-of-scope charges.
Customers agree to contact SENANG.IO via the official support channel first to resolve disputes before initiating a chargeback.
Dispute Window: Any dispute must be raised within fourteen (14) days from the incident or purchase date (whichever is relevant), together with supporting evidence.
SENANG.IO may rely on hotline logs, ticket records, vendor confirmations, and system records as evidence of service handling and Programme activation.
To the maximum extent permitted by law, SENANG.IO will not be liable for (a) indirect, incidental, special, punitive, or consequential losses; (b) loss of profit, revenue, opportunity, goodwill; (c) loss of use of vehicle, business interruption, or delay-related losses; (d) third-party acts/omissions (including vendors) beyond SENANG.IO’s reasonable control.
Where liability cannot be excluded by law, SENANG.IO ’s total aggregate liability is limited to the Programme fee paid for the relevant term (whichever is lower).
The Customer remains responsible for ensuring their vehicle is roadworthy and for taking reasonable steps to mitigate loss.
SENANG.IO may suspend or terminate Programme access (with or without notice where legally permitted) if (a) fraud or misuse is suspected; (b) Customer materially breaches these Terms; (c) Customer threatens, harasses, or abuses staff/vendors; (d) required by law or regulator; or (e) continued service would expose SENANG.IO/vendors to safety risks.
Fees remain non-refundable in suspension/termination cases.
SENANG.IO may update these Terms from time to time by publishing updated terms on OtaPay Motor Takaful Site or via official notification.
Changes apply prospectively from the effective date, unless required by law or for security/fraud prevention.
SENANG.IO will process personal data for Programme administration, verification, customer support, vendor coordination, and service delivery.
Data may be shared with vendors strictly as needed to perform the service and subject to applicable data protection laws.
Customers should refer to OtaPay Motor Takaful Site and/or SENANG.IO privacy notice: https://senang.io/privacy-policy.
Programme branding and content displayed on OtaPay Motor Takaful Site remains the property of SENANG.IO and/or its licensors.
Customers may not misuse brand marks or Programme content.
These Terms are governed by the laws of Malaysia.
Any dispute shall be subject to the exclusive jurisdiction of the courts of Malaysia, unless mandatory consumer law provides otherwise.
For all Programme matters (activation, assistance, disputes):
Email: customercare@senang.io