General

It is the customer’s responsibility to read and understand all terms and conditions listed on our website. By using our service, you agree to these terms. If you do not agree, you should not proceed with any booking.

All prices are quoted in Singapore Dollars and include driver gratuity, fuel, tolls, car park charges, and in-vehicle amenities.

Prices generated through the system follow a fixed pricing structure and will be honored accordingly.

Prices depend on the service selected. Any mismatch (intentional or not) may result in termination of the service without refund.

Payment

The default payment term is prepaid unless otherwise agreed. Cash on delivery (COD) is subject to approval.

A late payment penalty of 2% per month (or part thereof) will apply if payment terms are extended and not met.

No receipt will be issued for cash payments. Online payments will generate receipts automatically via email.

Waiting Time & Allowance

Complimentary waiting time for one-way, return, or departure services is 0–10 minutes (may be 0 minutes during tight schedules).

Airport arrivals include 60 minutes of complimentary waiting after flight landing (or as agreed).

For hourly/charter services, a full hour will be charged after the first 10 minutes of the service hour.

Seats, Luggage Allowance & Declaration

Cabin luggage size: 48cm × 32cm; Standard luggage: 76cm × 48cm.

Customers must book vehicles with sufficient seating and luggage capacity. Incorrect declarations may lead to delays or additional charges.

Each passenger must have their own seat—no sharing or carrying in arms.

Passengers are expected to follow driver instructions, including wearing seat belts. Failure may result in service refusal without refund.

Changes in Booking

Customers must inform any booking changes in advance. Additional waiting charges or a new trip fee may apply, depending on availability.

While Vimo Services will make every effort to accommodate changes, customers are expected to honor confirmed booking details if changes cannot be fulfilled.

Cancellation, Refund & No-Show

Refunds via the mobile app are issued as app credits.

Cash refunds are subject to a 5% administrative fee (payment processing charge).

Free cancellation applies to local one-way and return trips if canceled more than 24 hours before travel.

Malaysia trips: 95% refund with at least 7 days’ notice, 50% refund with at least 3 days’ notice, No refund otherwise

Charter services: 50% refund if unused.

No refund for no-shows. Customers must ensure they are contactable.

Do not cancel rides and request refunds without contacting the company first, especially within 24 hours of the ride.

Complaints

Complaints must be submitted within 7 days of service via email to support@vimoservices.sg.

Response time is typically 1–2 working days.

Valid complaints may qualify for compensation ranging from 30% to 200% of the amount paid.

Mutual Respect

Customers are expected to treat staff with respect.

Abusive behavior will not be tolerated.

For any issue, you may write to us at support@vimoservices.sg.

Communication should remain professional when raising issues or providing feedback.