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(Last updated 13 February 2026 Version 2)
This Driveo Host Booking Acceptance, Adjustment & Compensation Policy (“Policy”) governs the responsibilities, adjustments, and compensation mechanisms applicable to all registered hosts (“Host(s)”) operating on the DRIVEO platform (“DRIVEO”, “Platform”, “Company”).
This Policy applies to Hosts operating in Malaysia, Indonesia, Singapore, and any other jurisdiction where DRIVEO operates, subject to local laws and regulations.
DRIVEO reserves the right to impose service adjustments in cases where service standards are not met. Adjustments may affect Host earnings and are subject to internal review.
If a vehicle does not meet DRIVEO’s minimum operational, cleanliness, safety, or quality standards:
DRIVEO may impose an adjustment of up to five percent (5%) of the total rental amount.
Adjustments shall be determined at DRIVEO’s sole discretion following review.
Delivery time is calculated from the confirmed booking start time.
Adjustment equivalent to the applicable hourly vehicle rate; and/or
Additional adjustment of up to five percent (5%) of the total rental amount.
Adjustment based on the pro-rated hourly rate.
Adjustment equivalent to one (1) full day vehicle rental rate.
All delay-related adjustments are subject to verification and DRIVEO’s review.
If a shuttle or chauffeur service is interrupted due to Host or operator-related issues:
Adjustment of up to fifty percent (50%) of the one-way shuttle fee.
Adjustment shall be imposed on the responsible operator.
Delays shall be treated similarly to interrupted trips and subject to corresponding adjustments.
If a vehicle fails to meet reasonable cleanliness standards, DRIVEO may impose adjustments ranging from the local currency equivalent of:
MYR 15 – MYR 200 (or equivalent local currency value)
Factors considered include:
Odor or smoke smell
Presence of insects (e.g., cockroaches, ants)
Interior stains or excessive dirt
Final determination is at DRIVEO’s discretion.
No adjustment.
Adjustment equivalent to the applicable hourly rental rate.
Additional pro-rated hourly adjustments may apply.
Where a customer experiences service issues attributable to the Host (e.g., unprofessional conduct, communication failure, minor inconvenience):
Adjustment of up to the equivalent of MYR 50 (or local equivalent), depending on severity.
Subject to review and evidence.
This section governs compensation payable to Hosts in cases of booking cancellation or customer no-show.
No compensation payable.
Compensation equivalent to one (1) day rental rate.
Compensation equivalent to one (1) day rental rate.
Hosts may be eligible for compensation if a customer fails to appear and the following conditions are satisfied:
Host must provide proof of reasonable attempt(s) to contact the customer prior to or at the scheduled pick-up time.
Host must provide:
Photo evidence confirming presence at the designated pick-up location; and
Proof that the Host waited for at least one (1) hour.
The booking date must remain blocked to accommodate potential late arrival.
Eligible Hosts may receive compensation of up to three (3) days’ rental, subject to verification.
Compensation shall only be processed after submission of required documentation.
DRIVEO (or its affiliated entity such as WAHDAH, where applicable) reserves the right to approve, adjust, or deny claims based on compliance with Platform policies.
No compensation payable.
Compensation equivalent to one (1) day rental rate.
Interstate change shall mean a change across administrative state or provincial boundaries.
Severity-Based Determination
Adjustments and compensation amounts may vary depending on severity, evidence, and operational impact.
Complaint-Based Adjustments
Adjustments are generally imposed following verified customer complaints or internal findings.
Evidence Requirement
All claims are subject to supporting documentation and platform verification.
Final Determination
All decisions made by DRIVEO are final and binding, subject to applicable consumer protection laws.
Policy Amendments
DRIVEO reserves the right to amend this Policy at any time. Updates will be communicated via the Platform or official communication channels.
In accordance with Malaysian tax regulations:
DRIVEO shall impose an eight percent (8%) SST on the Platform Commission only.
SST shall not apply to the total rental amount.
SST shall be borne by the Host and deducted from Host earnings.
DRIVEO acts as the collecting and remitting party to the Royal Malaysian Customs Department.
All SST deductions shall be transparently reflected in the Host earnings statement.
No separate SST invoice shall be issued unless required by law.
Where applicable under Indonesian tax regulations:
Value Added Tax (PPN) shall apply to Platform Commission in accordance with prevailing rates.
Tax obligations shall comply with Indonesian Directorate General of Taxes regulations.
DRIVEO may deduct applicable taxes from Host earnings where required by law.
Where applicable:
Goods and Services Tax (GST) shall apply to Platform Commission in accordance with prevailing GST rates.
GST shall be deducted and remitted to the Inland Revenue Authority of Singapore (IRAS).
Applicable GST shall be reflected in Host statements.
DRIVEO reserves the right to modify commission structures and tax treatment in compliance with changes in local tax laws in Malaysia, Indonesia, Singapore, or other operating jurisdictions.
If a traffic offence occurs during an active booking period, the Host is required to settle the traffic offence directly with the relevant traffic or enforcement authority before submitting any reimbursement claim.
The Platform will not process advance payments or direct settlements on behalf of the Host.
To be eligible for reimbursement, the Host must provide:
A clear scanned copy or photo of the official payment receipt issued by the relevant enforcement authority.
The receipt must clearly show:
Offence details
Payment confirmation
Date of payment
Amount paid
Only official receipts issued by the relevant authority will be accepted as valid proof.
The following documents will not be accepted as proof of payment:
Screenshots from mobile applications
Screenshots from websites or online portals
Email notifications
Computer display screenshots
Any unofficial or edited documents
Claims submitted without a valid official receipt will be rejected.
Reimbursement will be limited strictly to the amount stated in the official receipt issued by the enforcement authority.
No additional administrative fees, service charges, penalties due to late payment, or other related costs will be covered unless otherwise approved in writing by the Platform.
The Platform reserves the right to:
Verify the authenticity of the submitted receipt
Request additional supporting documents if necessary
Reject any claim deemed incomplete, invalid, or inconsistent
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