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.