Chargeback & Dispute Handling
1. Applicability
This Chargeback and Dispute Handling section forms part of the Company’s Terms and Conditions and applies to all users who access or use the Company’s e-hailing platform, including passengers and drivers, and to all payment methods accepted on the platform.
By using the platform, users acknowledge and agree to be bound by this section.
2. Fare Disputes
2.1 Passengers may raise disputes relating to fares, trip charges, or service issues through the Company’s in-app support channels or other designated customer support mechanisms.
2.2 All disputes must be submitted within forty-eight (48) hours from the date of the relevant trip. Disputes submitted after this period may not be accepted.
2.3 The Company shall review disputes based on available records, including but not limited to GPS data, trip logs, system records, and driver information.
2.4 The Company reserves the right, at its sole discretion, to:
Provide a full or partial refund;
Adjust the fare;
Issue promotional credits; or
Reject the dispute where the charge is determined to be valid.
3. Chargebacks
3.1 Where a passenger initiates a chargeback through a bank, card issuer, or payment service provider, the Company reserves the right to investigate and respond in accordance with applicable payment network rules.
3.2 The Company may submit relevant evidence to contest a chargeback, including trip details, payment confirmations, and system records.
3.3 If a chargeback is upheld, the disputed amount shall be refunded to the passenger. If the chargeback is rejected, the transaction shall be deemed valid and the Company shall retain the funds.
3.4 Passengers are encouraged to contact the Company directly before initiating a chargeback, as chargebacks may delay resolution and may result in additional restrictions on the passenger’s account.
4. Refunds
4.1 Approved refunds shall be processed to the original payment method used for the transaction, unless otherwise determined by the Company.
4.2 Refund processing times may vary depending on the bank or payment provider and typically take five (5) to ten (10) business days.
4.3 Promotional credits or vouchers may be issued in lieu of cash refunds at the Company’s discretion.
5. Unauthorised Transactions
5.1 Passengers must notify the Company immediately upon becoming aware of any unauthorised or suspicious transaction.
5.2 The Company shall investigate unauthorised transaction claims based on system records, account activity, and applicable payment provider requirements.
5.3 The Company shall not be liable for unauthorised transactions arising from the passenger’s failure to secure their account credentials or device.
6. Driver-Related Disputes
6.1 Where a dispute relates to driver conduct or performance, the Company may request information from the relevant driver.
6.2 The Company reserves the right to take appropriate action against drivers, including warnings, suspension, or termination of access to the platform, where misconduct or repeated disputes are identified.
7. Fraud and Abuse
7.1 The Company reserves the right to monitor transactions and accounts for fraudulent, abusive, or suspicious activity.
7.2 Repeated or unfounded disputes, misuse of the chargeback process, or fraudulent claims may result in:
Temporary suspension of the user account;
Restriction of payment methods; or
Permanent termination of access to the platform.
7.3 The Company reserves the right to recover losses, fees, or costs arising from fraudulent or abusive conduct to the extent permitted by law.
8. Limitation of Liability
8.1 To the maximum extent permitted under applicable laws, the Company shall not be liable for indirect, incidental, or consequential losses arising from chargebacks, payment disputes, or refund delays.
8.2 The Company’s total liability in relation to any dispute or chargeback shall not exceed the amount of the disputed transaction.
9. Regulatory Compliance
9.1 This section is intended to comply with applicable Malaysian laws and regulations, including the Fair Treatment of Financial Consumers principles issued by Bank Negara Malaysia.
9.2 The Company processes personal data in accordance with the Personal Data Protection Act 2010 (PDPA).
10. Amendments
10.1 The Company reserves the right to amend this Chargeback and Dispute Handling section at any time.
10.2 Continued use of the platform following any amendments shall constitute acceptance of the revised terms.
11. Contact
For disputes, chargebacks, or payment-related enquiries, passengers may contact the Company via:
· Email: duducarmalaysia@gmail.com
· WhatsApp: +60 18-293 5060