Service Guarantee Policy
Purpose
This policy defines the service guarantees offered by GetGo to customers in the event of vehicle defects or service non-performance, and the compensation available to affected customers.
Definition
A service guarantee entitles the customer to a full or partial refund under circumstances of service delivery failure.
Qualifying Events
The following events qualify for a service guarantee claim:
- The vehicle is found to be in a non-roadworthy condition at the time of the booking.
- The vehicle cannot be unlocked or accessed through no fault of the customer, resulting in a non-usage of the vehicle.
- The vehicle suffers a mechanical breakdown during the booking period not caused by the customer.
Compensation Available
Refund of the booking amount for the affected period shall be provided should any condition stated in the Qualifying Event is fulfilled. Refund shall be processed within 5 business days of a verified claim.
Claim Process
Customers may submit a service guarantee claim by:
- submitting a claim via the app under 'Live Chat'
- emailing hello@getgo.sg
Claims must be submitted within 48 hours of the qualifying event. GetGo reserves the right to verify the claim before processing the refund.
Exclusions
The service guarantee does not apply in the following circumstances:
- Vehicle defects caused by the customer's misuse or negligence.
- User has consumed the entire booking period.
- Events of force majeure (e.g., natural disasters, civil unrest).
Promotional Code Policy
Purpose
This policy governs the issuance, redemption, and expiry of promotional codes issued by GetGo to customers.
Promo Code Terms & Conditions
The following terms and conditions apply to all promotional codes issued by GetGo:
- Each promo code may be used once per customer unless otherwise stated.
- Promo codes are not transferable and have no cash value.
- Promo codes cannot be combined with other promotional offers unless expressly stated.
- Promo codes are valid only for the period stated at the time of issuance. Codes cannot be extended or reactivated after expiry.
- Promo codes may have specific conditions that need to be fulfilled before they are applicable for use.
- GetGo reserves the right to cancel or modify promo codes in the event of suspected fraud or misuse.
How to Redeem
Customers may redeem a promo code by entering it in the 'Promo Code' field on the booking confirmation screen / at checkout in the app. The discount will be applied automatically if the code is valid and the booking meets the eligibility criteria.
Disputes
If a customer believes a valid promo code has not been correctly applied, they may contact Live Chat support via the app. GetGo will verify and upon confirming that the dispute is valid, apply the correct discount to the customer's account.
Accurate Charging & Reparation Fees Policy
Accurate Charging
GetGo is committed to ensuring that customers are charged accurately for the services they use. The pricing system shall be configured to charge according to the approved price list. All prices displayed to customers shall reflect the total amount payable that is inclusive of GST.
Checks on the billing system shall be conducted to identify and rectify any over- or under-charging. Any over-charge identified shall be refunded to the customer within 5 business days. Any under-charge identified shall be charged directly to the customer. SMS notification will be sent to the customer upon successful payment of any under charges.
Reparation Fees & Claims Breakdown
Where damages, traffic infringements, or other incidents result in charges being levied against a customer's account, GetGo shall provide a clear and itemised breakdown, where reasonably possible, of all fees claimed.
Standard Damage Charge Components
| Fee Component | Description / Rate |
| Excess | As per T&C |
| Repair cost | Itemised breakdown of the cost of repair |
| Loss of use | As per T&C |
| Administrative Fee | As per T&C |
Claims Process
Upon identifying or receiving a reparation claim, GetGo shall:
- Notify the customer in writing within 5 business days of the identification.
- Provide a detailed itemised breakdown of all fees being claimed.
- Allow the customer 3 business days to respond or dispute the claim before collection effort is escalated.
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