Updated Date: 7 AUG 2026
Company Name:
MYAIDER HOLDING SDN. BHD.
Platform Name:
Aider Driver Platform
1. Purpose
This policy establishes the framework, operational rules, platform terms, cancellation policies, refund procedures, dispute handling procedures, promotional program rules, merchant ecosystem protections, and liability limitations applicable to all users, drivers, merchants, SME partners, corporate clients, and platform participants using Aider services.
Aider Driver Platform operates as a technology-enabled mobility and operational support platform utilizing independent service providers and third-party payment gateway providers for payment processing.
2. Scope of Services
This policy applies to all services and ecosystem features provided through Aider including but not limited to:
3. Platform Role Clarification
Aider operates as a technology-enabled platform facilitating driver service arrangements, operational support services, and ecosystem collaborations between users, independent service providers, merchants, SME operators, vehicle owners, and business partners.
Unless expressly stated otherwise:
4. Dispute Submission Channels
Users, drivers, merchants, SME partners, and corporate clients may submit disputes or complaints through:
5. Types of Disputes Covered
This policy covers disputes including but not limited to:
6. Response & Resolution Timeline
The company will acknowledge disputes within twenty-four (24) hours upon receiving the complaint.
Investigation timelines may vary depending on operational complexity, evidence collection, third-party dependency, regulatory requirements, or case severity.
The company reserves the right to extend investigation timelines where additional verification or supporting information is required.
7. Investigation Procedure & Digital Evidence
The company reserves the right to investigate disputes using available operational records including:
Electronic records including:
may be used as valid supporting evidence during investigations and dispute resolution where permitted by law.
The company may rely on internal operational records as primary evidence for dispute determination.
Where sufficient supporting evidence exists, the company’s decision shall be final and binding.
8. Driver Arrival Verification
For waiting fee, cancellation, no-show, or arrival-related disputes, driver arrival may be verified using:
Waiting time shall generally commence after the driver arrives at the agreed pickup location and reasonable contact attempt has been made to the customer.
9. Cancellation Policy
9.1 Standard Driver Services
For Driver by Distance and Driver by Hour services:
9.2 Commercial Vehicle Driver Services
Commercial vehicle bookings may incur RM70 cancellation fee.
9.3 Driver-With-Vehicle Services
Driver-With-Vehicle bookings may incur RM390 cancellation fee.
9.4 Executive Chauffeur Driver Service
Executive Chauffeur bookings may incur RM50 cancellation fee.
9.5 Scheduled Commute Services
9.6 Service Commencement
No refund shall generally be provided after driver arrival or service commencement unless otherwise approved by the company.
10. Waiting Time & Waiting Fee
Customers are entitled to complimentary waiting periods depending on service category.
10.1 Driver by Distance & Driver by Hour
For avoidance of doubt:
10.2 Commercial Vehicle Driver Services
10.3 Executive Chauffeur Driver Services
Waiting charges may continue until:
11. Overtime Charges
Additional overtime charges may apply where the booking duration exceeds the original booking duration.
11.1 Driver by Hour Services
11.2 Executive Chauffeur Services
11.3 Driver-With-Vehicle Services
Additional overtime structures may vary depending on vehicle category, operational complexity, location, or assignment type.
12. Customer No-Show
If the customer fails to appear at the agreed pickup location and timing:
13. Refund & Credit Policy
Refunds may be considered under situations including:
Refund approvals remain subject to internal verification and review.
Approved refunds will generally be processed within 7–14 working days depending on payment providers and banking processes.
14. Hourly Service Early Completion
For hourly-based services, unused hours shall generally not be fully refundable.
The company may provide partial service credit subject to internal review.
Example:
If a customer books 8 hours but only utilizes 4 hours:
Unused hour credits may only be utilized for future eligible bookings subject to validity periods and operational conditions determined by the company.
15. Prepaid Hours Expiry & Usage Policy
Prepaid driver service hours, promotional hours, complimentary credits, package allocations, bonus hours, and prepaid balances shall remain valid for twenty-four (24) months from the date of purchase, issuance, or activation unless otherwise stated.
Unused balances or benefits remaining after expiry shall automatically expire without refund, replacement, compensation, or cash conversion.
Prepaid balances:
16. Voucher, Rewards, Cashback & Promotional Programs
The company may offer:
subject to campaign-specific conditions.
The company reserves the right to reject, suspend, revoke, modify, reverse, or cancel promotional benefits where:
are identified or reasonably suspected.
Promotional benefits:
17. Account Inactivity
Inactive accounts may be subject to:
subject to company policies and applicable laws.
18. Non-Banking & Non-E-Money Clarification
Unless expressly stated otherwise, vouchers, prepaid balances, cashback balances, reward points, loyalty systems, promotional credits, referral incentives, prepaid hours, or complimentary allocations:
Such balances are intended solely for limited platform usage.
19. Merchant Partner, SME Support Program & Referral Ecosystem
Merchant partners, SME operators, workshops, vehicle owners, logistics operators, hospitality operators, event organizers, and business partners participating within the ecosystem act solely as independent promotional or referral partners.
Merchant partners shall not be considered:
Merchant partners shall not be liable for:
The company reserves the right to suspend, reject, revise, or terminate partnerships, commissions, incentives, or collaborations where suspicious activity, fraud, abuse, reputational concerns, or operational risks are identified.
20. Commercial Vehicle & SME Operational Responsibility
Commercial vehicle owners, logistics operators, SME operators, and business users remain fully responsible for:
The company shall not be responsible for cargo disputes, permit violations, overloading offences, workforce disputes, or operational non-compliance.
21. Vehicle Condition & Car Owner Platform Disclaimer
Vehicle-related information including:
may rely on third-party submissions or system-generated records.
The company does not guarantee absolute accuracy or completeness of such information.
Vehicle owners remain fully responsible for independently verifying vehicle condition, maintenance status, legal compliance, insurance coverage, and roadworthiness.
22. Customer Responsibilities
Customers are responsible for:
The company shall not be liable for operational losses arising from inaccurate information provided by customers.
23. Personal Belongings & Valuables
Users remain fully responsible for safeguarding their own personal belongings, valuables, documents, electronic devices, or cash.
The company shall not be liable for loss of belongings unless clear evidence of misconduct or negligence exists.
24. Driver Safety & Fatigue Management
The company reserves the right to reject, shorten, pause, reassign, or discontinue bookings where:
are identified.
Safety shall take priority over service continuation.
24.1 Driver Working Hours & Mandatory Rest Requirements
To promote road safety, reduce fatigue-related risks, and maintain consistent service quality, the Company may implement working hour limitations and mandatory rest requirements for drivers operating through the Platform.
Drivers are expected to manage their working hours responsibly and ensure that they are physically and mentally fit before accepting or continuing any booking.
Unless otherwise approved by the Company for specific operational requirements:
Compliance with these fatigue management requirements forms part of the Company’s ongoing commitment to maintaining a safe, reliable, and professional driver service platform.
25. Off-Platform Transactions
Drivers, customers, merchants, or partners are prohibited from conducting unauthorized off-platform transactions related to services introduced through Aider.
The company reserves the right to suspend, restrict, terminate, or penalize accounts involved in unauthorized private arrangements or commission bypass activities.
26. Independent Service Provider Status
Drivers operating through the platform act as independent service providers unless otherwise stated in separate written agreements.
Nothing within the platform relationship shall create employment, agency, partnership, franchise, or fiduciary relationships between the company and independent drivers.
27. Third-Party Service Disclaimer
The platform may rely on third-party providers including:
The company shall not be liable for disruptions, delays, failures, inaccuracies, or operational interruptions caused by third-party systems or providers beyond reasonable control.
28. No Guarantee of Availability
The company does not guarantee:
Operational availability may vary depending on traffic, demand, weather, technical conditions, or third-party dependencies.
29. Limitation of Liability
To the maximum extent permitted by law, the company shall not be liable for:
Total liability shall not exceed the amount paid for the affected booking.
30. Corporate Liability Separation
No shareholder, director, advisor, affiliate, employee, investor, representative, or related party of the company shall be personally liable for indirect operational losses, platform disputes, or third-party claims arising from normal platform operations except where required by law.
31. Indemnification
Users, drivers, merchants, SME operators, and partners agree to indemnify and hold harmless the company, its shareholders, directors, employees, affiliates, advisors, investors, and representatives against claims, losses, liabilities, legal costs, damages, penalties, or expenses arising from:
32. Force Majeure
The company shall not be responsible for service interruptions, delays, failures, or cancellations caused by:
33. Fraud Prevention & Transaction Monitoring
The company maintains reasonable internal procedures to identify suspicious transactions, fraudulent activities, payment abuse, promotional abuse, unauthorized usage, and abnormal platform activity.
The company reserves the right to:
34. Chargeback & Payment Dispute Handling
The company reserves the right to submit operational evidence during payment disputes including:
False, abusive, or repeated chargeback claims may result in permanent account restriction.
35. Data Privacy & Confidentiality
All operational records, dispute information, and investigation records shall be handled confidentially in accordance with applicable data protection laws and internal policies.
Information may be disclosed where reasonably required for:
36. Governing Law & Jurisdiction
This policy shall be governed by and interpreted in accordance with the laws of Malaysia.
The company reserves the right to determine appropriate dispute resolution mechanisms where applicable.
37. Platform Modifications & Operational Changes
The company reserves the right to revise:
at any time where reasonably necessary for operational, legal, compliance, fraud prevention, technical, reputational, or commercial purposes.
38. No Investment Representation
Any reward, commission, cashback, referral incentive, loyalty point, prepaid balance, promotional benefit, merchant reward, or ecosystem participation:
39. Acceptance & Acknowledgement
By accessing, registering, booking, participating in, promoting, referring, purchasing, or using any services, programs, rewards, campaigns, ecosystem features, or platform functions provided by Aider, all users, drivers, merchants, SME partners, corporate clients, vehicle owners, and related parties acknowledge that they have read, understood, and agreed to be bound by this policy and any future revisions implemented by the company.
Continued usage of the platform or related services after any revision, update, modification, or operational change shall constitute acceptance of the updated terms and policies.
40. Severability
If any provision of this policy is determined to be unlawful, invalid, unenforceable, or inconsistent with applicable law by a court or competent authority, the remaining provisions shall continue to remain valid, enforceable, and effective to the fullest extent permitted by law.
41. Reservation of Rights
All rights not expressly granted under this policy are reserved by MYAIDER HOLDING SDN. BHD.
The company reserves the right to take any reasonable operational, legal, technical, commercial, compliance, fraud prevention, reputational, or risk management actions deemed necessary to protect the platform, ecosystem, users, merchants, drivers, business partners, shareholders, investors, and related stakeholders.
42. Vehicle Damage Reporting, Inspection & Claim Limitation
Customers are strongly encouraged to inspect the vehicle condition immediately before and after completion of the service.
Drivers may conduct basic vehicle verification procedures before and after service commencement including:
Any claim relating to vehicle damage or alleged driver-caused damage must be reported within twenty-four (24) hours together with reasonable supporting evidence.
Claims reported more than seven (7) calendar days after service completion may not be accepted due to evidence limitations and vehicle usage continuity after handover.
The company shall not be responsible for:
42.1 Road Conditions, Weather Conditions & External Hazard Disclaimer
The Customer acknowledges and agrees that the Company and its drivers cannot control road conditions, weather conditions, traffic conditions, or external hazards encountered during the provision of the Services.
To the fullest extent permitted by applicable law, the Company shall not be liable for any damage to the Customer’s vehicle arising directly or indirectly from normal road usage, road conditions, weather conditions, or external factors beyond the reasonable control of the Company or its drivers.
Such damage includes, but is not limited to:
The Company shall not be responsible for any repair costs, replacement costs, insurance excess or deductible, depreciation, towing charges, rental vehicle expenses, loss of use, loss of income, consequential losses, or any other compensation arising from such damage.
Where reasonably requested by the Customer, the Company may, at its sole discretion, provide available operational records, photographs, GPS records, booking records, driver statements, or incident reports to assist the Customer in submitting an insurance claim.
Any assistance provided by the Company shall be provided solely as a goodwill and administrative service and shall not constitute:
The Customer remains solely responsible for ensuring that the vehicle is adequately insured against accidental damage, road hazards, weather-related damage, and all other risks associated with the normal operation of the vehicle.
43. Vehicle Handover & Completion Confirmation
Upon completion of the booking and return of the vehicle to the customer or authorized representative, the service shall generally be deemed completed unless immediate objection or visible issue is raised during handover.
44. Mechanical Failure & Vehicle Condition Disclaimer
The company and its drivers shall not be responsible for breakdowns or operational failures arising from:
45. Accident Reporting & Emergency Handling
In the event of accidents, emergencies, police investigations, or operational incidents:
46. Luxury, Modified & High-Risk Vehicle Disclaimer
For luxury, modified, collectible, lowered, exotic, or high-performance vehicles:
47. Vehicle Contents & Illegal Item Disclaimer
Customers remain solely responsible for ensuring that vehicles do not contain illegal, prohibited, dangerous, unauthorized, or hazardous items.
48. Surveillance, Recording & Safety Monitoring
For operational safety, dispute handling, fraud prevention, investigation, and quality assurance purposes, the company may utilize:
subject to applicable laws and operational policies.
49. False Claims & Abuse Protection
The company reserves the right to reject, suspend, dispute, or investigate claims involving:
Repeated abusive claims may result in account suspension or permanent restriction.
50. Goodwill Compensation Disclaimer
Any goodwill refund, compensation, promotional credit, ex-gratia arrangement, or settlement provided by the company shall not constitute:
51. Vehicle Verification, Modified Vehicle Disclaimer & Operational Liability Limitation
For operational verification, quality assurance, dispute handling, and evidence documentation purposes, drivers may conduct before-service and after-service vehicle inspections for every booking where reasonably practicable.
Such inspections may include:
The purpose of such verification is to document the visible condition of the vehicle before and after service completion.
Customers acknowledge and agree that:
For modified, customized, lowered, tuned, high-performance, aftermarket-modified, or non-standard vehicles:
The company shall not be responsible for:
Aider operates solely as a technology-enabled platform facilitating driver service arrangements between users and independent service providers.
Drivers operating through the platform act as independent service providers unless otherwise stated in separate written agreements.
In the event of scratches, vehicle damage, accidents, collisions, or operational incidents occurring during a booking:
To the maximum extent permitted by law, the company shall not be liable for direct, indirect, incidental, consequential, punitive, commercial, or special losses arising from driver-related incidents, vehicle usage, road accidents, operational disputes, or third-party claims.
Any assistance, coordination, goodwill support, or operational involvement provided by the company shall not constitute admission of liability or acceptance of legal responsibility.
Issued By:
MYAIDER HOLDING SDN. BHD. (Aider Driver Platform)
Official Website:
www.myaider.com
Official Support Email:
customerservice@myaider.com
Official Customer Support:
+60 17-711 6865
Malaysia | Singapore
© 2026 MYAIDER HOLDING SDN. BHD.
All Rights Reserved.
