Cancellation & Early Termination Policy

Send your application or subscription reference, requested end date and reason through your dashboard, Get in touch or [email protected]. We review the request and confirm the next steps and return arrangements in writing.

A preferred date is not confirmed until agreed, unless you are exercising a right that does not require our approval. A request alone does not change billing dates, extend the agreement or authorise an unarranged vehicle drop-off. Tell us promptly if the vehicle is unsafe or you cannot attend an agreed return.

You can withdraw an application before approval. An application acknowledgement is not a subscription agreement or a delivery guarantee. We do not automatically retain a security deposit because an application was withdrawn before approval or rejected before handover.

If you withdraw after approval but before handover, any reservation or cancellation charge must have been expressly disclosed, agreed and lawful. We explain its contractual basis and refund treatment. No unspecified cancellation fee is introduced through this page. If Rivo cannot supply the agreed service, applicable refund and consumer remedies remain.

Your signed agreement states the notice period, notice channel, early termination calculation, final-day proration and the effect of insufficient notice. Ask for a written estimate before confirming an early return. We identify each component and its basis.

An agreed termination charge must be transparent and lawful. We do not also demand all remaining subscription instalments for the same termination loss. A promotion or long-term discount adjustment applies only if disclosed in the agreement, calculated transparently and offset where needed to avoid double recovery.

Separate amounts already incurred, such as valid excess mileage, evidenced new damage, fuel shortfall, summons, missing items or an applicable insurance excess, may still be due. They require their own evidence and contractual basis.

Tell us immediately about a safety issue, material defect or serious service failure. Do not continue to drive an unsafe vehicle. We assess the concern and arrange appropriate remedial steps.

Early termination charges do not override applicable remedies for an unsafe or unroadworthy vehicle, an unresolved material defect, serious provider failure or another right under Malaysian law. An exception may also be agreed in writing. Rivo cannot remove mandatory remedies merely by labelling a return voluntary.

Agree the date and location, then return the vehicle with all keys, supplied documents, accessories and equipment. Compare return condition, odometer and fuel against the handover report and note any disputed item. Keep copies of both reports.

Late-return charges, collection costs or insufficient-notice billing apply only on a previously disclosed and lawful basis. Extensions and swaps require a separate confirmation of availability, insurance eligibility, the new term and price. Do not assume a pending request extends permission to keep the car.

Early termination does not automatically forfeit your entire deposit. We provide an itemised settlement of amounts properly payable and explain the evidence and calculation for deductions. Fair wear and pre-existing damage are not new chargeable damage.

Your agreement states the refund deadline and any limited reserve for a documented unresolved claim. A reserve must reflect reasonably estimated exposure, with an explanation and review, rather than automatically holding the whole deposit. We release the undisputed balance under the agreed timetable.

Refunds use the original payment method where practical, otherwise a verified bank account in your name. Required checks protect against payment diversion. You can question a deduction and request supporting records; contractual query periods do not remove statutory rights.

Contact [email protected] or Get in touch with your reference and the disputed item. Explain the correction you are requesting and provide available evidence through a secure channel. Legal matters can be escalated to [email protected]. Banking disputes, eligible tribunal claims and other legal remedies remain available.