Vehicle Subscription Terms

Rivo Mobility Solutions operates the platform. Vehicles may be supplied by Rivo Mobility Solutions or an identified fleet partner. Your booking confirmation and signed Vehicle Subscription Agreement must identify the actual vehicle supplier, contracting parties and their responsibilities. Rivo’s responsibility depends on its actual role; a partner listing does not remove statutory duties.

These platform terms are read with your confirmed quote, signed agreement, insurance schedule, mileage package and condition reports. Mandatory Malaysian law prevails. Specific agreed subscription provisions prevail over general website text where lawful. Browsing or submitting an application does not itself activate a vehicle subscription.

You must have legal capacity to contract and a valid licence appropriate for the vehicle. Driver age, licence tenure, residency and insurer requirements are confirmed before approval. Provide accurate and current identity, contact and affordability information, and promptly tell us about relevant changes.

Applications are subject to verification, availability and approval. We may request clarification, decline an application or propose different disclosed conditions for legitimate risk or insurance reasons. Do not submit another person’s documents or misrepresent income, identity or driving entitlement. Keep account access secure and report suspected misuse.

Check the vehicle, variant, year, location, monthly price, term, mileage, deposit, taxes, delivery arrangements and additional charges before accepting. Photos marked illustrative are not a substitute for the actual vehicle description and handover report. Promotions must state their qualifying term, discount period and later price.

An application acknowledgement is not approval or a delivery guarantee. Payment instructions follow approval unless a separately disclosed booking fee is expressly agreed. The subscription begins on the commencement date in the signed agreement. Material changes to the vehicle or price require your agreement; if we cannot supply the agreed service, applicable cancellation and refund rights remain.

Pay the amounts and due dates in the agreed payment schedule in Malaysian Ringgit. Taxes, optional mileage upgrades, application or service fees and delivery charges, if any, must be disclosed before commitment. No undisclosed recurring charge is authorised by these terms.

Fuel, tolls, parking, summons, excess mileage, insurance excess, customer-caused damage and other expressly agreed charges may be separate. Each charge must have a contractual basis, an intelligible calculation and supporting information. We do not charge twice for the same loss.

Recurring card payments require a separate mandate explaining amount, frequency, variable charges, notices and cancellation. Failed-payment retries, late charges, grace periods and collection costs must be agreed and lawful. Contact support if you dispute a bill; your banking or statutory dispute rights are preserved.

The required security deposit, holder and payment method are stated in your agreement. It is security, not a vehicle down payment, and cannot automatically replace monthly payments. We may apply it only to substantiated amounts payable under the agreement and law.

After return and reconciliation, provide an itemised settlement showing outstanding payments, agreed mileage charges, documented damage, insurance excess, summons or other authorised deductions. Existing damage and fair wear are not new chargeable damage. You may challenge a deduction and request the supporting records.

The refund deadline and any narrowly defined reserve for unresolved claims must be specified before signing. Any undisputed balance should be returned according to that schedule; unresolved items are explained and reviewed rather than allowing indefinite unexplained withholding.

Any unresolved-claim reserve must relate to a specific outstanding liability and its reasonable estimated value, rather than automatically retaining the whole deposit. We explain the reason, review the reserve regularly and release the undisputed balance according to your agreed refund schedule. If an external process delays resolution, we provide an updated explanation and expected timeline.

Refunds use the original payment method where practical, or a verified bank account in your name. Rejection before handover or withdrawal before approval does not itself justify keeping your security deposit. A separately disclosed reservation cancellation fee may apply only where agreed and lawful. Submit settlement queries to [email protected] or escalate to [email protected]; contractual query periods do not remove applicable statutory rights.

The current Lite selection includes 1,500 km per month. Other packages and prices are shown in the vehicle configuration and confirmed in the agreement. Your selected allowance, billing period, partial-period calculation, rollover treatment and excess rate per kilometre must be stated explicitly.

Mileage is measured using agreed odometer or disclosed verified telematics records. You may request the calculation and raise discrepancies. An upgrade is subject to approval and its confirmed effective date; it does not erase already incurred excess mileage unless expressly agreed. Never alter an odometer or tracker.

Your vehicle schedule states whether mileage expires each billing period, whether any written rollover offer applies and how a partial period is prorated. Package changes require approval and a confirmed effective billing period; a retrospective downgrade cannot erase mileage already used.

Unlimited mileage, where offered, means no fixed personal-use kilometre ceiling. It still requires lawful use, servicing and compliance with vehicle restrictions. It does not authorise ride-hailing, delivery, courier services, driving instruction, racing, sub-rental or other unapproved commercial use.

Only drivers approved in writing and accepted by the insurer may drive. You remain responsible for making authorised drivers aware of the conditions and tracking disclosures. Tell us immediately if a licence expires, is suspended or is otherwise restricted.

• Use the vehicle lawfully and with reasonable care. Do not drive impaired, race, overload it or use it for criminal purposes.
• No subletting, sale, pledge, unauthorised commercial delivery, ride-hailing, driving instruction or off-road use. Written approval and suitable insurance are needed for any agreed exception.
• Territorial and cross-border limits are stated in the agreement. Do not cross borders or take the car outside its insured territory without written approval.
• Do not modify the vehicle, duplicate keys, smoke in it or interfere with safety, GPS or immobiliser equipment. Any pet or special-use policy must be disclosed.

Insurance, road tax and scheduled maintenance are included to the extent described in your confirmed plan. Service intervals, authorised workshops and covered wear items are specified in the agreement. Do not assume every consumable or repair is covered.

Keep the car secure, check obvious tyre or fluid issues and respond to warnings. Arrange service when due and make the vehicle available. Do not authorise repairs, towing or replacement parts outside the approved process except for a genuine safety emergency; preserve receipts and notify us promptly.

For unsafe faults, stop in a safe place and seek assistance. Courtesy cars, towing coverage, downtime credits and replacement arrangements depend on the confirmed plan, insurer and applicable rights; they are not promised merely by a support request.

Normal deterioration and the wear items included in your plan remain the supplier’s responsibility. Customer-caused damage or abnormal wear is assessed separately, including misuse, negligence, unauthorised changes or ignoring serious warnings and servicing instructions. Your plan specifies the treatment of tyres, batteries and other consumables.

The insurer, permitted drivers, territorial limits, cover, exclusions, excess per claim and any additional young-driver or other excess are provided before commitment. Insurance is not a promise of zero financial responsibility. Separate items such as windscreen, flood, tyres or personal accident cover apply only if stated.

You may be responsible for the agreed excess and losses attributable to your breach where lawful, including a claim rejected because of prohibited use or an unauthorised driver. Responsibility is assessed against the policy, facts and agreement; we do not automatically charge the entire vehicle value for every incident. Insurer recoveries and third-party payments are taken into account.

Only benefits and excesses supported by the issued policy and your confirmed vehicle schedule apply. A proposed insurer, private-use policy or pending endorsement is not confirmation of rental-use cover. If we later recover compensation for a loss you have already paid for, the amount attributable to the same loss is credited or refunded as appropriate.

Prioritise safety and contact emergency services when needed. Notify Rivo promptly, follow insurer instructions and make any police report required by law or the policy within the applicable deadline. Record photos and details safely, preserve evidence and cooperate with a genuine investigation.

Do not admit liability, agree a settlement or arrange non-approved repairs without authority, except where required by law. Report theft, lost keys, vandalism and damage even if the vehicle can still be driven. A support form is not an emergency service.

Repair assessments, insurance excess, loss-of-use or recovery charges must follow the agreement, be reasonable and supported. Normal servicing and pre-existing condition are not accident charges.

You are responsible for traffic offences, tolls and parking attributable to your use and any disclosed lawful administration charge. We may provide relevant driver or vehicle information to authorities when required. We supply available supporting notices and allow you to query attribution.

Cleaning, missing accessories, lost keys, fuel shortfall and late return charges require a previously disclosed basis and evidence. Routine cleaning and fair wear must not be relabelled as excessive damage.

Missing keys or accessories are assessed using documented replacement and programming costs. Excessive cleaning uses documented professional cleaning costs; routine cleaning and ordinary deterioration are not chargeable damage. Any administration fee or cleaning cap must be stated before signing. Permanent damage is assessed separately with evidence, without charging twice for the same loss.

Unless agreed otherwise, return the car at the fuel level recorded at handover. Any fuel shortfall is based on actual refuelling cost plus an agreed, disclosed administration charge. Electric vehicles require their own confirmed charging-return conditions.

Free doorstep delivery applies only where confirmed in your quote, with the service area, access conditions and any exceptions explained before signing. Your preferred date is a request until confirmed. A change or delay must be communicated.

Together we record exterior sides, wheels and tyres, interior, dashboard, odometer, fuel, engine bay, accessories and existing damage. Review the photos and readings, note discrepancies and keep a copy of the signed condition report. Signing does not waive rights concerning hidden defects or an unsafe vehicle.

Return, extension, swap and early termination requests require confirmation. The original term continues until a different arrangement is agreed or a legal right applies. Submit notice using the stated channel; a request alone does not stop billing or extend availability.

Your agreement must state notice periods, early termination calculations, promotion adjustments, final-day billing and return arrangements. We do not impose an unspecified penalty or automatically forfeit the entire deposit. Applicable statutory cancellation and remedy rights remain.

Return the car, keys, documents and accessories at the agreed time and location. Record condition, mileage and fuel using the same inspection process as handover. Compare both reports and separate fair wear from chargeable new damage. Later claims require evidence and remain open to reasonable challenge.

Submit early return and extension requests through your customer dashboard or [email protected]. Notice periods, approval, availability, insurance eligibility and the confirmed new rate govern any extension or swap. A swap requires an updated or replacement agreement and any disclosed deposit adjustment.

Any agreed early termination charge is calculated transparently. We do not also demand all remaining instalments for the same termination loss. Promotion adjustments must follow a disclosed calculation and be credited where needed to avoid double recovery. Separately incurred mileage, damage, fuel, summons or insurance excess remain subject to evidence and the agreement.

The agreement explains final-day proration, insufficient-notice billing and any late-return grace period or daily rate. Early termination does not automatically forfeit your deposit. Charges do not override applicable remedies for an unsafe vehicle, unresolved material defects or provider failure.

GPS, backup tracking, tamper alerts, geofencing and remote immobilisation may be used only where equipped and disclosed. The privacy notice explains relevant data. Tell authorised drivers about tracking and do not tamper with equipment.

For serious breach, theft risk or non-payment, we may use lawful and proportionate suspension or recovery procedures under the agreement, giving required notices and an opportunity to remedy where applicable. This is not authority for unsafe recovery, unlawful entry, harassment or disclosure of your debt to unrelated people.

Remote immobilisation requires authorised human approval and verified safe stationary conditions. It must not disable a moving vehicle or create a foreseeable safety hazard. These clauses do not state that a future integration is currently active.

Each party is responsible for loss caused by its breach or wrongful conduct to the extent required by law. Customers are not responsible for losses caused by Rivo’s or a supplier’s own negligence merely because they subscribed. Any recovery is subject to causation, mitigation, evidence and applicable law.

No provision excludes mandatory consumer protections or liability that cannot lawfully be excluded, including applicable liability for fraud or personal injury. There is no blanket waiver of statutory remedies or unlimited indemnity for another party’s misconduct. Any negotiated liability cap or business-customer indemnity belongs in a reviewed agreement.

We seek to maintain platform availability but cannot guarantee uninterrupted access. Report account or billing issues promptly. An outage does not excuse a failure to provide a service or remedy that the law requires.

Contact [email protected] for service and billing concerns, or [email protected] for privacy and legal matters. Include your reference, concern and requested resolution. Do not send sensitive documents through an insecure channel. We acknowledge and investigate complaints and explain the outcome.

Malaysian law governs, subject to mandatory rights and any lawful agreement. You may use competent courts, the Consumer Claims Tribunal where eligible, the Personal Data Protection Commissioner or other relevant authorities. These terms do not impose mandatory private arbitration or prevent a complaint to a regulator.

For a genuine event beyond reasonable control, such as a natural disaster or an authority-imposed restriction, the affected party should promptly explain the impact, take reasonable steps to reduce disruption and discuss practical alternatives. This is not a blanket excuse for ordinary operational failures.

Any suspension, replacement, cancellation, payment adjustment or refund follows the agreement and applicable law. We do not automatically charge for an unavailable service indefinitely or remove mandatory remedies by calling an event force majeure.

We may update general platform terms prospectively and communicate material changes. Existing subscription prices, obligations and accrued rights are not changed retrospectively without a lawful basis or agreement. Keep copies of your accepted terms, quote, policy, invoices and condition reports.

Electronic acceptance must record the document version, customer action and timestamp and make the document available to you. Separate sensitive-data and telematics disclosures must be presented before the relevant processing or use; visiting the website is not a signature to a vehicle agreement.