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Cancellations & Refund
Compensation


Compensation typically refers to something given or received as an equivalent for services, loss, or suffering. It often involves providing monetary payment or other benefits to make up for a loss, inconvenience, or damage experienced by an individual or entity.
 


Scenario


Compensation offer


Timeline


Delay Delivery (Less than 2 hours)


  Complimentary extension of the rental
  period


-


 WaPoint value *(hourly vehicle rate)

 Capped at 10,000 WaPoints


  Within 3 working days after
  car returned




Delay Delivery (More than 2 hours)


  Complimentary extension of the rental

  period


-


 Refund WaCash *(hourly vehicle rate)


  Within 3 working days after
  car returned




Delay Delivery (More than 5 hours)


 Free 1 day extension


-


 Promo Code value 1 day rental with 2
 days minimum rental (
Valid for 6-months)


  Within 3 working days after
  car returned





Car Breakdown  


 Company standard practice time     
 resolution is within 24 hours


  Time resolution** > 3 hours  : 5000
  WaPoints


**After WAHDAH have been informed




  Within 3 working days after
  car returned


Late collection by Hero


 Entitled up to 2000 WaPoints


  Within 3 working days after
  car returned


Cleanliness issue


 Entitled up to 5000 WaPoints


  Within 3 working days after
  car returned


Shuttle
(Interrupted trip)


 Refund WaCash
 (Final refund amount will be advised after
 case reviewed by WAHDAH)


  Within 3 working days after
  car returned


Shuttle Delay


 1 hour < Delay < 2 hours:
 2000 WaPoints

 Delay > 2 hours : Compensate WaCash
 (Final refund amount will be advised after
 case reviewed by WAHDAH)


  Within 3 working days after
  car returned


Cancel and refund
(Fleet not available)


  Entitled up to 5000 WaPoints for Paid
 booking or Pay Later booking

 **However, if
 customers are provided
    with an alternative fleet BUT decline it, 
    they will not be entitled for the
    WaPoints. 


  Immediate resolution


Cancel unpaid booking
(Fully booked)


 Entitled 2000 WaPoints

 **However, if customers are provided
    with an alternative fleet BUT decline it, 
    they will not be entitled for the
    WaPoints. 



 Immediate resolution


Unpleasant Experience


 Entitled up to 5000 WaPoints


 Within 3 working days after
 car returned


 

K
Khairunisa
on 23/03/2024

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