Terms & Conditions

1.1 Introduction

These Terms & Conditions (“Terms”) govern your use of the GoWheels mobile application, website, and the Services offered thereby. They form a legally binding agreement between you (“User”, “you”) and Go Wheels Solution (“Company”, “we”, “us”). By registering for, downloading, installing or using the App or Services, you accept and agree to comply with these Terms.

1.2 Definitions

  • App: the GoWheels mobile application (iOS/Android) operated by the Company.
  • Services: the bus-booking, guide booking, and exemption-letter request services facilitated via the App.
  • Bus Agency Partner: a third-party bus operator or company that provides the actual transport service.
  • Guide/Agency Partner: a licensed tour guide or agency authorised to issue exemption letters.
  • Booking: your confirmed reservation for a bus ride or guide/exemption letter via the App.
  • Fare: amount payable for the Booking, calculated by the App including base fare, distance fare, surge/peak surcharge, fuel surcharge, waiting/traffic delay charges.
  • User: person who books services via the App (passenger), or requests guide/exemption letter services.

1.3 Scope of Service

  • GoWheels provides a technology platform that connects Users with Bus Agency Partners and Guide/Agency Partners. We do not operate the buses, nor employ the drivers/guides. Bus Agency Partners are independent contractors, not agents or employees of the Company.
  • Once you submit a booking request, Bus Agency Partners may accept or reject it. If accepted, your ride/guide service begins once the provider arrives at pickup and commences the service.
  • Users may also, via the App, request a Guide or an Exemption Letter from a partner agency, for purposes compliant with Malaysian tourism/transport regulations.

1.4 User Obligations

1.4.1 Accuracy & Eligibility

  • You agree to (i) provide accurate, current and complete information when registering and booking; (ii) update it promptly upon changes; (iii) cooperate with verification when required.
  • You must be at least 18 years old or otherwise legally capable of entering into binding contracts.
  • You must hold all necessary licenses, authorisations or approvals (if required for your trip or guide/exemption letter) required under Malaysian law.

1.4.2 Booking Conduct

  • You are responsible for your behaviour during the ride and when using guide/exemption services. You must treat drivers, guides and other Users with respect and courtesy.
  • You must comply with all instructions of the driver/guide and follow applicable laws, including seat-belt usage, no smoking/alcohol, not exceeding passenger capacity.
  • You must be ready for pickup at the time you specified. If you cause delay, additional waiting charges may apply (see Fare calculation).
  • You must not misuse the App or Services (e.g., fraudulent bookings, impersonation, sharing your account with someone else).

1.4.3 Payment & Charges

  • You agree to pay all fares and associated charges as calculated in the App. You authorise the Company to charge your payment method for such amounts.
  • You may be subject to surcharges (peak time, holiday, waiting/traffic delay) which will be clearly shown in the App.
  • Deposits or pre-payments (if any) may be required for certain bookings; such amounts are non-refundable except as expressly stated in the Refund & Cancellation Policy.

1.5 Bus Agency / Guide / Exemption Letter Partner Obligations

  • Each Bus Agency Partner must comply with all local laws and hold valid licences, insurance, vehicle inspections, driver qualifications. The Company does not guarantee these, but may suspend a partner upon notice of non-compliance.
  • Guide/Agency Partners issuing exemption letters must be authorised under relevant Malaysian tourism/transport regulations.
  • The Company monitors partner performance and may remove or blacklist a partner if they breach their obligations or receive negative feedback.

1.6 Fare Calculation & Payments

  • Fare is calculated based on base fare + distance fare + waiting/traffic delay charge + fuel surcharge + peak time/holiday surcharge. (As per internal fare model.)
  • The fare will be displayed in the App prior to confirmation of your Booking. Once you confirm, the fare is locked subject to unforeseen waiting/traffic delay additions when the ride is underway.
  • Payment is processed via secure third-party gateway. You agree that the fare you pay is final unless otherwise stated (as per Refund & Cancellation Policy).
  • You will receive a digital receipt via email/App after payment.

1.7 Cancellation & Refund

  • You may cancel your Booking in accordance with the Refund & Cancellation Policy.
  • Bus Agency or Guide/Agency partner may also cancel due to operational constraints; in such cases, you will be entitled to full refund or re-booking.
  • The Company is not liable for cancellations by partners beyond our control.

1.8 Changes to the Ride/Booking

  • If you request changes (pickup time, drop-off point, route) after booking, the Bus Agency/Guide Partner may accept or reject such changes.
  • If changes are accepted, the fare may be recalculated and additional charges may apply.
  • If changes cannot be accommodated, you may cancel or proceed under the original terms.

1.9 No-Show & Waiting Charges

  • If you fail to board at the scheduled pickup location/time, this constitutes a no-show and you may be charged 100% of fare.
  • If you cause delay and the bus/guide must wait, the waiting/traffic delay charges apply as per the fare model.

1.10 Surcharges

  • The Company may apply surcharges (fuel, peak-time, holiday) which will be disclosed in the App prior to confirmation.
  • These surcharges are non-refundable once the Booking commences.

1.11 Use of the App

  • You must download the official GoWheels App from the relevant app store and keep it updated.
  • You are responsible for maintaining the confidentiality of your account credentials.
  • The Company reserves the right to suspend or terminate your account at any time if you breach these Terms.

1.12 Intellectual Property

  • All rights, titles and interests in the App, Services, software, content, trademarks, logos and other materials remain the property of the Company (or its licensors).
  • You must not copy, reproduce, modify, distribute or create derivative works of the App or its content without our express written permission.

1.13 Limitation of Liability & Disclaimers

  • The Company acts only as a facilitator between Users and Bus Agency/Guide/Agency Partners. We do not provide transportation or guide services directly.
  • We will not be liable for:
    • Delay or non-performance of Bus Agency/Guide because of traffic, weather, force majeure
    • Loss or damage of belongings during the ride
    • Injuries resulting from User misconduct
    • Any act or omission by the Bus Agency or Guide which is beyond our control
  • The maximum liability of the Company (to the extent permitted by law) is limited to the fare paid by the User for the relevant Booking.
  • Some jurisdictions may not allow the exclusion or limitation of liability; if so, these limitations will apply to the fullest extent permitted by local law.

1.14 Indemnification

You agree to indemnify, defend and hold harmless the Company, its officers, directors, employees, agents and partners from and against any claim, liability, loss or expense (including legal fees) arising out of your use of the App, your violation of these Terms, or your violation of any law or the rights of a third-party.

1.15 Termination & Suspension

  • The Company may suspend or terminate your account and access to the Services at any time for any reason (including breach of these Terms) with or without notice.
  • Upon termination:
    • You must stop using the App and Services immediately
    • Any outstanding payments remain due
    • Any rights you have to use the App cease
    • Sections which by their nature survive termination (e.g., indemnification, limitation of liability) will continue in effect

1.16 Governing Law & Dispute Resolution

  • These Terms are governed by and construed under the laws of Malaysia.
  • Any dispute will first be attempted to be resolved via mediation or friendly discussions. If unresolved, you and the Company agree to submit to the non-exclusive jurisdiction of the courts of Malaysia.

1.17 Severability

If any provision of these Terms is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

1.18 Changes to These Terms

  • We reserve the right to modify or vary these Terms at any time.
  • We will post the updated version in the App and/or website and update the “Last Updated” date.
  • Continued use of the Services after changes indicates acceptance of the revised Terms.

1.19 Contact Information

Go Wheels Solution
Email: gowheelssolution@gmail.com
Website: [insert URL]

1.20 Additional Clauses Specific to Guide/Exemption Letter Feature

(a) Guide Booking Terms

  • Guide bookings must be accepted by a licensed guide from the Guide/Agency Partner. If no guide is available at requested time/location, you may cancel or reschedule without penalty.
  • You must comply with the instructions and guidelines of the guide and relevant Malaysian tourism/transport laws.

(b) Exemption Letter Terms

  • Exemption letters are issued by authorised agencies via our Platform. This is to assist Users in obtaining regulatory exceptions in Malaysia (or cross-border where applicable).
  • You acknowledge that issuance of an exemption letter is subject to approval by the partner agency and relevant Malaysian authorities. The Company does not guarantee regulatory approval.
  • Once an exemption letter is issued, it cannot be cancelled. Changes to the letter (date, names, scope) may incur administrative fees as charged by the partner agency.
  • Misuse of the exemption letter (providing false information, using it outside of the scope) may lead to legal liability and immediate termination of your account.

Appendices & Exhibits

You may attach additional exhibits such as:

  • Exhibit A: Fare Calculation Table (e.g., base fare amounts, waiting/min, fuel surcharge %, peak surcharge %)
  • Exhibit B: Definitions of Surcharges (peak-time hours, holiday surcharge days, traffic delay waiting charges)
  • Exhibit C: Customer Code of Conduct
  • Exhibit D: Partner Bus/Guide Code of Conduct