WAHDAH Customers Compensation Policy

 

WAHDAH Customers Compensation Policy

At WAHDAH (the “Company”), we strive to provide a seamless and exceptional experience for our Customers (hereafter referred to as "Customers"). However, we understand that unforeseen circumstances may arise. To address such situations, we have outlined an all-encompassing Customers Compensation Policy (“Policy”) to ensure always a fair and equitable resolution process. This Policy governs the overarching Terms and Conditions for the compensation procedures between WAHDAH and its Customers.

 

Customers Compensation

1.0 Delayed Delivery

1.1 In the event of a delay in delivery of less than 2 hours, Customers may receive either a complimentary extension of the rental period or WaPoints equivalent to the hourly vehicle rate, capped at 10,000 WaPoints

1.2 Delays exceeding 2 hours warrant either a complimentary extension or a WaCash refund equivalent to the hourly vehicle rate.

1.3 The Company commits to resolving such delays in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

2.0 Delayed Delivery (> 5 hours) 

2.1 Customers experiencing delays beyond 5 hours may receive a free one-day extension or a Promo Code for a 1-day rental with a 2-day minimum requirement, valid for 6 months.

2.2 The Company commits to resolving such delays in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

3.0 Car Breakdown

3.1 Delays exceeding 3 hours in resolution time may result in up to 5000 WaPoints compensation as an additional gesture of appreciation for Customers’ patience and understanding.

3.2 Kindly be advised that, to the best of WAHDAH's capabilities, efforts will be made to address breakdown issues within a 24-hour timeframe under normal circumstances. It is important to note that, in instances where breakdowns are successfully resolved within this stipulated time frame, no compensation will be provided to Customers. This practice aligns with universally recognized resolution timelines as per standard industry practices.

3.3 The Company commits to resolving breakdown issues after the relevant WAHDAH personnel have been informed by WAHDAH Hub Management, any compensation will occur within 3 working days after the vehicle is returned.

4.0 Late Collection by Hero

4.1 Customers experiencing late collections for vehicles returned by Hero are entitled to 2000 WaPoints. 

4.2 The Company commits to resolving such issues in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

5.0 Cleanliness Issues

5.1 Cleanliness issues may result in compensation ranging up to to 5000 WaPoints. 

5.2 Refund for cleaning costs (plus an additional 5% of total fees if cleaned by the Customer). 

5.3 The Company commits to resolving cleanliness issues in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

6.0 Shuttle (Interrupted Trip) 

6.1 Shuttle interruptions are compensated with WaCash.

6.2 The Company commits to resolving such interruptions in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

7.0 Shuttle Delay

7.1 Delays between 1 to 2 hours may result in 2000 WaPoints compensation. 

7.2 Delays exceeding 2 hours are compensated with WaCash.

7.3 The Company commits to resolving shuttle delays in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

8.0 Cancellation and Refund (Fleet not available)

8.1 Customers may receive 5000 WaPoints for a cancelled Paid Booking/Pay Later Booking due to fleet unavailability. 

8.2 Immediate refund for unpaid bookings (Fleet unavailable) is compensated via 2000 WaPoints due to no other fleet option offered to Customers (fully booked). 

8.3 However, in the event that Customers are presented with the fleet option, and, at their discretion, find the alternative proposed to be unagreeable with, WAHDAH shall then not be held accountable or incur liability for any compensation.

8.4 The Company commits to immediate resolution in case of fleet unavailability.

9.0 Unpleasant Experience

9.1 Compensation ranges up to 5000 WaPoints based on the severity. 

9.2 The Company commits to resolving unpleasant experiences in a timely manner and any compensation will occur within 3 working days after the vehicle is returned.

 

Please be advised that the severity of issues may result in different compensation values. As such, every compensation outlined in this policy is due to final determination of the Company and compensation is subject to review by the Company. WAHDAH reserves the right to modify this Policy at its discretion, with any changes to be communicated and notified upon publication or revision.

 

Terms and Conditions - Promo Code

The benefits of Promo Code:

  • Flexibility - The customer can redeem and travel anytime!
  • Earn Rewards - Earn up to 1.5x extra WaPoints each time you redeem via WaCash payment.


How to Redeem Your Promo Code:

  1. Visit our website at www.wahdah.my and proceed to make a booking.
  2. Enter the promo code on the payment page before selecting your payment method.
  3. Please note, that the promo code cannot be applied after payment is made or after choosing the 'pay later' option.


Promo Code Terms and Conditions :

This exclusive offer is subject to the following Terms and conditions:

  1. The Booking Period commences on the mentioned date.
  2. The Driving Period also begins on the mentioned date.
  3. The promo code must be entered on the payment page to receive the discount, which is applied to the rental amount only with a certain cap.
  4. The promo code is applicable only to bookings with a minimum driving duration of more than two days.
  5. Bookings made prior to this promotional period, including for the drive period from the mentioned date are not eligible for the discount.
  6. The discount does not apply to surcharges, recovery fees, and optional products and services, including damage waivers.
  7. This promotion is valid across all WAHDAH coverage locations in Malaysia only, unless mentioned others.
  8. Vehicle images on the website are for illustrative purposes only. The actual vehicle may vary.
  9. Vehicle specifications on the website are based on manufacturer standards without any load (people & luggage). These may change according to your requirements and needs.
  10. Pick-up and drop-off service is subject to geographic and other restrictions.
  11. Car Leasing is only effective upon payment. The placement of the booking is not recognized as a final confirmation.
  12. Lessors must meet WAHDAH's minimum age, driver, and credit requirements.
  13. WAHDAH reserves the right to reject any booking made without prior notice.

If you have any inquiries, please do not hesitate to email support@wahdah.my or call our hotline at +6016 277 4594.

WaClub Premium Terms and Conditions

 

WaClub Premium Terms and Conditions
 

WAHDAH reserves the right to make changes to the WaClub Premium Membership Program rules, Rewards, Reward structure, and WaClub Premium Rewards Point levels at any time, with or without prior notice. The terms and conditions outlined herein stipulate the WaClub Premium Membership and its associated benefits.

1.0 Eligibility to Purchase WaClub Premium Membership

To be eligible to purchase the WaClub Premium membership, individuals must meet the same criteria as those required for booking a vehicle through WAHDAH's services. This includes but is not limited to:

1.1 Being of the legal age of twenty-three (23) years old to sixty-five (65) years old as per the WAHDAH Car Leasing Terms and Conditions.

1.2 Possessing a valid and acceptable form of identification as required by WAHDAH either a national identification for locals or a Passport for international travellers.

1.3 Having the financial means to remit the membership fee.

1.4 Agreeing to abide by all terms and conditions outlined in the WaClub Premium Membership Program rules.

1.5 Ensuring compliance with any additional eligibility requirements specified by WAHDAH via www.wahdah.com and/or wahdah.com/rental/terms-conditions.

Failure to meet any of the eligibility criteria may result in the rejection of the membership purchase request by WAHDAH. Additionally, WAHDAH reserves the right to verify the eligibility of individuals seeking to purchase the WaClub Premium membership and may request supporting documentation or information to confirm eligibility.

2.0 Modification of Program Rules

WAHDAH reserves the right to unilaterally modify, limit, or change the WaClub Premium Program rules, Rewards, Reward structure, and WaClub Premium

Rewards Point levels at its sole discretion, with or without prior notice.

 3.0 Reward Modifications

The quantity of WaClub Premium Rewards Points required for redeeming any Reward may be increased, Rewards may be withdrawn, and restrictions on any Reward or its redemption may be imposed at any time.

 4.0 Multiple Bookings and No Deposit Feature

The No Deposit feature is not applicable for multiple bookings on the same date. Additionally, the No Deposit feature enables users to make bookings without upfront payment. However, this feature may not be accessible in instances where multiple bookings are made for the same date. In such scenarios, a deposit may be necessary for each booking to secure the reservations. This aims to ensure customer commitment for each reservation, particularly during periods of high demand or limited availability on specific dates. In essence, the No Deposit feature is not applicable for multiple bookings on the same date and for the same duration. This means that if multiple bookings are made for the same date and time period, the No Deposit feature will not be available. However, if the bookings are for the same date but with different times that do not overlap, the No Deposit feature remains applicable and users can proceed with their bookings without requiring an upfront deposit.

5.0 Pending Claims and Membership Status

WaClub Premium members with pending claims or cases from previous bookings will automatically be placed on hold or banned until the claims are resolved. Furthermore, if claim cases remain pending for more than 30 days, their membership will be auto-cancelled (To Be Confirmed), subject to WAHDAH's discretion. This ensures that members address any outstanding issues promptly and maintain the integrity of the membership program. It is also possible for a WaClub Premium Membership to be void or forfeited if no payment is made within 14 weeks.

6.0 Membership Payments and Refunds

Payments made for WaClub Premium Membership are non-refundable. There shall be no refunds or credits for any partial membership periods or unused WaPoints. With that being said, payments are accepted exclusively via online booking or direct purchase. There are no refunds or credits for any partial membership periods or unused WaPoints.  

7.0 Membership Benefits

By participating in WaClub Premium membership, you agree to the following terms and conditions governing the benefits associated with your membership.

7.1 Extra 5% Discount on Every Booking

7.1.1 As a WaClub Premium member, you are entitled to receive an additional 5% discount on the total booking amount for any vehicle not inclusive

of add-ons or delivery fees. This discount is applicable to all reservations made under your membership.

7.2 x1.5 Times Point Rewards

7.2.1 For every MYR1 spent on bookings as a WaClub Premium member, you will earn 1.5 times the standard reward points. These points contribute

to your overall membership rewards program and can be redeemed in accordance with the program terms.

7.3 No Deposit Requirement

7.3.1 WaClub Premium members are exempt from any deposit requirements when making reservations. This benefit ensures a hassle-free

booking experience for our valued premium members.

7.4 Free 10,000 WaPoints upon Membership Registration

6.5.1 Upon successful registration for WaClub Premium membership, you will receive a complimentary bonus of 10,000 WaPoints. Please note that

WaPoints are specific to MYR (Malaysian Ringgit) and can be redeemed based on the terms and conditions outlined in the WaClub rewards program.

 

Currency

MYR

IDR

SGD

WaClub Premium Price

RM300

Rp1.000.000

S$100

Price per 1000 WaPoints

RM10 

Rp33.000

S$10

 

The table above illustrates the price of WaClub Premium Membership in Malaysian Ringgit (MYR), Indonesian Rupiah (IDR), and Singapore Dollar (SGD), along with the corresponding value of WaPoints and their conversion rates across the three currencies.

By availing yourself of these membership benefits, you acknowledge and agree to comply with the overall terms and conditions of WaClub Premium membership as outlined herewith. WAHDAH reserves the right to modify or terminate these benefits at its discretion, with or without notice, in accordance with the terms of the membership agreement.

WaClub Premium Membership, priced at MYR300, offers substantial benefits, including a 5% discount on every booking, plus 1.5x point rewards for every MYR1 spent, and no deposit requirements.

8.0 WaPoint Allocation

Upon registration for WaClub Premium Membership, members will receive a complimentary 10,000 WaPoints, denominated in MYR.

9.0 Enrollment Process

To become a WaClub Premium member, customers must select the "Join WaClub Premium" option on the booking page and remit the membership fee. This fee will be included in the total payment, resulting in an automatic 5% reduction in the car rental cost.

9.1 Direct Purchase from the Website

Customers can become WaClub Premium members by selecting the "Join WaClub Premium" option available on the website and completing the enrollment process. Upon selection, customers are required to remit the membership fee through the designated online payment method. The membership fee will be incorporated into the total payment transaction, facilitating an automatic 5% reduction in the cost of car rental.

9.2 Purchase from Booking

Alternatively, customers can also enroll in the WaClub Premium membership during the booking process. To do so, customers must opt for the "Join WaClub Premium" feature provided within the booking interface. Upon selection, customers will be prompted to remit the membership fee as part of the booking transaction. Similar to direct website purchases, the membership fee will contribute to the total payment amount, resulting in an automatic 5% deduction from the car rental cost.

 10.0 Cancellation Policy and Refund

The following terms and conditions give provisions for the cancellation of WaClub Premium membership.

10.1 Membership Cancellation

10.1.1 Members reserve the right to cancel their WaClub Premium membership at any time, subject to the stipulations outlined herein.

10.2 Non-Refundable Membership Fee

10.2.1 Upon cancellation of WaClub Premium membership, the membership fee is deemed non-refundable. No reimbursements will be provided for any portion of the membership fee.

10.3 Membership Renewal

10.3.1 To continue enjoying the benefits of WaClub Premium membership, members must undergo the renewal process, which necessitates the submission of a new payment in accordance with the prevailing membership fees.

10.4 Cancellation Request Procedure

10.4.1 All requests for membership cancellation must be formally communicated to WAHDAH. Members can initiate cancellation requests via email sent to support@wahdah.com or through WhatsApp to our hotline at +6016 277 4594.

10.5 Direct Communication with WAHDAH

10.5.1 For a seamless and efficient transaction process, all cancellation requests must be directed to WAHDAH through the provided communication channels. Members are responsible for ensuring that cancellation requests are accurately submitted in accordance with the specified procedures.

By proceeding with the cancellation of WaClub Premium membership, members acknowledge and agree to abide by the terms and conditions set forth in this Cancellation Policy section. WAHDAH reserves the right to update, modify, or amend these terms at its discretion, and members will be duly notified of any such changes in accordance with the terms of the membership agreement.

11.0 Dispute Resolution

In the event of a dispute or a request for a refund by a WaClub Premium member, resolution will be subject to WAHDAH management approval.

12.0 Reference made to Personal Data Protection

12.1 Member Information Handling

12.1.1 Commitment to Privacy and Security

WAHDAH is committed to safeguarding the privacy and security of WaClub Premium members’ information. By participating in the Program, members acknowledge and agree that WAHDAH may collect, process, and store their personal information for the purpose of administering the Program and providing related services. WAHDAH gives assurances that members’ information is handled in compliance with applicable data protection laws. Members may defer to the Privacy Policy on the official WAHDAH website for detailed information on the collection, use, and protection of their data.

13.0 Usage of WaClub Premium Membership by Others

13.1 Non-Transferability of Membership

13.1.1 Non-Transferability

WaClub Premium memberships are non-transferable. Memberships are intended for individual use and may not be shared, assigned, or transferred to another person. Any attempt to use another person's WaClub Premium for booking purposes will result in suspension of membership or bookings cancellation, at WAHDAH's discretion. Members are responsible for maintaining the confidentiality of their account information and should report any unauthorized use to WAHDAH promptly.

13.2 Booking Authorization

13.2.1 Exclusive Booking Privileges

Only the registered WaClub Premium member is authorized to make bookings under their membership. Any bookings made by individuals other than the registered member using the WaClub Premium benefits may be subject to cancellation, and the member may face suspension of membership or bookings cancellation.

13.3 Verification of Membership

13.3.1 Identity Verification Protocol

WAHDAH reserves the right to verify the identity of the WaClub Premium member making a booking. Members may be required to provide identification or other supporting documents to confirm their eligibility for WaClub Premium benefits. Failure to comply with verification requests may result in the cancellation of bookings and membership consequences as determined by WAHDAH.

14.0 International Membership Limitations

14.1 Non-Transferability between Countries

14.1.1 WaClub Premium memberships are strictly limited to the country of registration and are not transferable or interchangeable between countries, including but not limited to Malaysia, Indonesia, and Singapore. The membership benefits, rates, and privileges are designed based on local operational standards and procedures, currency rates, and inflation specific to the registered country. Attempting to use a WaClub Premium membership in a country other than the one it was registered in may not be valid as it is not a feature presently.

14.1.2 Currency and Operational Discrepancies

Due to variations in currency rates, inflation, and local operational standards and procedures, the WaClub Premium membership may not be valid or applicable in countries other than the one it was registered in. Members are advised to be aware of these limitations and are responsible for complying with the regional restrictions outlined herewith. Any misuse or attempt to utilize the membership in an unauthorized country may lead to the cancellation of bookings and potential membership consequences as determined by WAHDAH. 


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For comprehensive information pertaining to WaClub Premium, kindly review our Knowledge Base resource accessible via the following link: www.wahdah.my/help/result/waclub.

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