Everything you need to know about driving WhizzCar
Transcription
Everything you need to know about driving WhizzCar
MEMBER’S HANDBOOK Everything you need to know about driving WhizzCar * Version updates WEF 1st November 2015 Welcome Message We at WhizzCar team are delighted to have you with us! In these recent times in Singapore, traffic congestions are everywhere, petrol prices are increasing and steeper day by day, with public transportation is becoming very crowded. We know that you have your personal reason(s) in joining WhizzCar, whatever it is; you will soon discover a lot of reasons why joining WhizzCar is a better choice than owning a personal vehicle or taking public transportations. We are glad that you have taken this step to having a personal mobility while saving on the cost of owning a vehicle. We hope that your membership with WhizzCar will bring you and your loved ones the personal mobility that is best suited to your requirements and needs with all the convenience of owning a car. This member’s handbook is specially designed to guide and equip you with all the necessary information to ensure that your journey will be enjoyable and hassle – free. Upon reading this handbook, you should be ready for your very first experience using a WhizzCar vehicle. Please take note of the important information, necessary for you and your loved ones to have a pleasant journey with WhizzCar. Please feel free to call us @ 6742 8888 during office hours should you have any doubts or enquiries concerning your membership with WhizzCar. Our Customer Service Officers will be glad to assist you with your concerns. With WhizzCar you can go wherever and whenever you want! Remember Life's Easier - Life's Good With WhizzCar. Sincerely yours, KK Ho Managing Director Popular Rent A Car Pte Ltd – WhizzCar 1 Mission WhizzCar aims to offer hassle-free mobility service for every urban resident to compliment the public transport system, thereby fulfilling our social responsibility to help reduce congestion and pollution on our roads. Vision WhizzCar aspires to provide members (Whizzers) living or working in the same vicinity a 24-hour access to cars within a short walking distance. Be able to cater a cheaper means of personal mobility as best suited to their vehicle needs and requirements where Whizzers will pay only for the hours and mileage that they reserved and utilized the vehicle. WhizzCar hope to provide Whizzers with accessible pick-up points conveniently located near your home or office in a reserved parking lot. Our Commitment WhizzCar team is committed in providing the best service possible to our members. We assure members that we will do our best to attend to member’s requests and concerns the soonest permissible time. We always assure that members are driving a clean and safe vehicle so that their journey will always be enjoyable and hassle – free. 2 Table of Contents I. WhizzCar Contact Information 4 II. Reserving A Vehicle Important Notes When Reserving a Vehicle Reserving A Vehicle For Malaysia Usage Making Reservation(s) 5 5 5 III. Online Reservation Logging In A. New Reservation B. Graphical Reservation C. Edit Reservation D. Cancel Reservation Logging Out 4 5- 8 9 - 11 12 - 14 15 16 Telephone Reservation 17 Vehicle Collection Important Notes When Collecting a Vehicle Collecting the Reserved Vehicle Checking Vehicle Damages Driving Off 18 19 20 20 IV. Refilling Of Petrol 21 - 22 V. VI. Accident & Insurance Billing Important Notes View Invoices 23 24 25 - 27 Rates and Plans Standard Plan Extra Value Plan 28 29 Rules and Penalties Do’s and Don’ts Usage Rules And Penalties List Of Penalty Charges 30 31 32 - 33 Frequently Asked Questions (FAQ) Basic Troubleshooting Guide 34 - 37 38 VII. VIII. IX. X. 3 WhizzCar Contact Information General & Billing Enquiries 6742 8888 Monday – Friday 9:00AM – 6:00PM Close on Sundays and Public Holidays Reservation Hotline 6741 7666 Daily 7:00AM – 10:00PM 24 – Hours Roadside Assistance Hotline 6741 5828 Headquarters Address Website E-mail Facsimile : 501 Guillemard Road Singapore 399840 : www.whizzcar.com : [email protected] : 6743 3003 4 Reserving a Vehicle Important Notes When Reserving a Vehicle Plan your journey early and make your reservation in advance to ensure availability of cars. Members are responsible to check the accuracy of reservations made with the confirmation SMS / E-mail sent to them. Please update us with your latest mobile phone number and your email address. Please do not pre-block the vehicles if you are unsure of your requirements. Revocations and shortening of reservations will involve charges. Refer to Rule no.3 under the List of Offences and Penalty Charges (pages 33 – 34) Members are strongly encouraged to reserve a vehicle at 1 to 2 days in advance to be assured of a car. However, if you subsequently decide not to use the vehicle you have reserved, you may cancel or change your booking/reservation as early as possible. We would highly recommend that members who do not require their reserved vehicle to postpone their booking/reservation to another day instead of canceling the booking/reservation to avoid the cancellation charges. Please ensure that you are aware of how to use the GSM system. Note: The orientation video is available to every member via the member’s e-portal. The information regarding the usage of the GSM system can be found on pages 19 - 21 and an instruction video is also available on YouTube. (https://www.youtube.com/watch?v=wPNZBr6R4XM) Reserving a Vehicle for Malaysia Usage Should you intend to drive WhizzCar vehicle to Malaysia, please note that the minimum reservation period is 24 hours reservation. A 24-hour notification to WhizzCar is required to ensure that your journey to Malaysia is taken cared of. Notification can be done either via online through www.whizzcar.com or via fax. There will be a surcharge of 50% based on the 24-hour plan rates and your damage excess liability will be doubled that of your local usage damage excess liability. Failure to inform Whizzcar team of your journey to Malaysia or unauthorized entry to Malaysia is subject to penalty charges. Refer to Rule no.9 under the List of Offences and Penalty Charges (pages 33 – 34) * Terms and Conditions apply. Making a Reservation Due to the wide range membership, WhizzCar aim to cater to its members’ needs and demands. Currently WhizzCar have catered different ways in making reservation(s). Depending on the preference of the members, members can book through the following facilities; Online via https://hosting.invers.com/whizzcar/default.aspx Telephone by calling 6741 7666. (Note: Operating hours applies and call charge of $2.68 applies per successful new reservation) This is to ensure that members will have the freedom in making their vehicle reservation as and when they wish to book or require a vehicle with the most available resources they have. 5 Online Reservation https://hosting.invers.com/whizzcar/default.aspx 24 – Hours Online Reservation System Logging In Key in your Member ID and PIN Click [Login] button to proceed 6 A. New Reservation Step 1: To make new reservation click on the <New Reservation> Menu located at the upper left corner of your screen Step 2: You will see your name. Start making a reservation by setting the <Date and time>, selecting the <Location> and the <Car Group> Click [Submit] button to proceed. 7 Step 3: Select the vehicle that you wish to reserve Click the <Vehicle> that you wish to reserve, otherwise click [Change request parameters] button Step 4: Verify and double check your reservation details. Click on [Confirmed Reservation] else, click Back to all offers. Note: You may make use of the Reservation Remarks box to make notes for your planning. Step 5: Upon confirmation of your reservation, you will see a summary of your reservation on the screen Note: Upon Confirmation of the booking a confirmation will be sent to members via E-mail* and SMS*. Please verify the accuracy of your reservation immediately. *Service will be available to members who have provided WhizzCar a valid E-mail address and mobile number. 8 B. Graphical Reservation Step 1: To make new reservation using the graph, Click on Graphical Reservation. Step 2: Choose the <Location> in which you wish to make reservation and <Reservation Date> you wish to view the vehicle availability for your reservation 9 Step 3: Block the time that you wish to reserve the vehicle by clicking on the <Start Time> and <End Time>. Step 4: Check and verify that the reservation details are correct Click <Book> to confirm your reservation or <Abort> if you wish to change your reservation details. Step 5: Confirmation of your reservation Click [Confirm Reservation] to confirm your booking otherwise click [Back] to change your booking details Note: Upon Confirmation of the booking a confirmation will be sent to members via E-mail* and SMS*. Please verify the accuracy of your reservation immediately. *Service will be available to members who have provided WhizzCar a valid E-mail address and mobile number. 10 C. Edit Reservation Step 1: To edit a reservation, Click on Edit Reservation. Step 2: Choose the reservation you wish to edit 11 Step 3: Click on change reservation You can change the reservation information here, including the car type. Note: Vehicles are subject to availability 12 Step 5: Verify and double check your reservation details Click [Confirm Reservation] button to proceed otherwise click [Back to all offers] or [Back] button to change the selection. Step 6: Upon confirmation of your reservation, summary of your reservations will be shown on the screen Note: Upon Confirmation of the changes on your booking a confirmation will be sent to members via E-mail* and SMS*. Please verify the accuracy of your reservation immediately. *Service will be available to members who have provided WhizzCar a valid E-mail address and mobile number. 13 D. Cancel Reservation (Note: Cancellation charges apply. Please refer to Refer to Rule no.3 under the List of Offences and Penalty Charges (pages 41 – 42)) Step 1: To cancel a reservation, Click on <Edit Reservation> and click to select the reservation you wish to cancel. Step 2: Click on Cancel Reservation. 14 Step 3: Verify and confirm the details of the reservation you wish to cancel Upon confirmation of the reservation details, Click [Cancel reservation] Note: Canceling confirmed reservation is subject to penalty charges. Step 4: Upon confirmation of your reservation cancellation, summary of your reservations will be shown on the screen Note: Upon Confirmation of the cancellation of your booking a confirmation will be sent to members via E-mail* and SMS*. Please verify the accuracy of your reservation immediately. *Service will be available to members who have provided WhizzCar a valid E-mail address and mobile number. 15 Logging Out Click [Logout] to proceed after every completed transaction Note: Remember to always logout to prevent any unauthorized usage. 16 Telephone Reservation 6741 7666 Reservations Hotline Operating hours – Daily from 7am to 10pm Step 1: Identify yourself as a WhizzCar Member Step 2: Give your member ID to our Customer Service Officer Step 3: Give the preferred site, vehicle, date and time of your reservation. *Reservation must be in blocks of 30 minutes with a minimum of one hour. You can only reserve on the hourly or half-hourly marks on the clock, e.g. 10:00, 12:30 or 17:30 and not odd timing like 10:10, 12:34 or 17:45 Step 4: If a car is available, our officer will confirm the reservation with you immediately. Please note that WhizzCar reserves the right to change your reserved car to another car, subject to operational requirements Step 5: If the preferred time slot is already taken, you will be informed of the availability of alternative slots or sites Upon Confirmation of the booking a confirmation will be sent to members via E-mail* and SMS*. Please verify the accuracy of your reservation immediately. *Service will be available to members who have provided WhizzCar a valid E-mail address and mobile number. Note: A service charge of $2.68 (inclusive of GST) will be applicable for all NEW / CHANGE reservation confirmed through the Call Center. This charge is not applicable for usage extensions at the moment. 17 18 Vehicle Collection Important Notes When Collecting a Reserved Vehicle Check and confirm reservation time, location and vehicle number from your confirmation SMS or E-mail Always check the damage status form for new damages BEFORE you drive off. Report any unlisted damages to WhizzCar’s Assistance Hotline at 6741 5828 to report the situation. You are NOT REQUIRED to update the form. Should you encounter difficulty or problems when collecting the car, please call 67415828 immediately. Ensure that you have your personal Key Fob with you at all times Items involved 1. Key Fob Your Personal Key Fob for locking and unlocking the GSMoperated car and Identification a. 2. Key Pack d b. c. a. Data Key/ Key Fob (black/blue) - Transmits journey info to system b. Car Key - To unlock and start car b. c. Vehicle Identification Tag - Shows the assigned vehicle number d d. Speedpass Key Tag - For refilling petrol (WhizzCar vehicles ONLY) c. a. Note: Pick-up sites may use either data key or key fob. 3. Data Key Reader and Data Key Transfer time and distance of journey to System Note: Other GSM-operated cars use a black/blue key fob in place of the green token. 19 Collecting the Reserved Car (Remember your reserved vehicle number & proceed to WhizzCar reserved lots) Step 1: Unlock WhizzCar 1.1. Upon reaching to your reserved car, you will see a RED light on the GSM system 1.2 Hold the Key Fob in front of the Card Reader at the windscreen for 2 to 3 seconds or until the light turns to GREEN Note: Usage of key fob to lock and unlock the vehicle is ONLY upon collection and return of the vehicle. In between your journey use the Car key to lock and unlock the vehicle. 1.3 Once the light changed to GREEN, the doors will unlock automatically (if you have a valid reservation) 1.4 Open the door and enter the car Step 2: Obtain Key Pack 2.1 Open the glove compartment 2.2 Pull out the Key Pack from the key holder (also known as the data key reader) 20 Checking Vehicle Damages Step 1: Take the damage status form from the car glove compartment Note: The damage status form will show all the recorded damages of the car. Step 2: Inspect the car for damages against the damage status form and the interior and exterior cleanliness of the car Step 3: If you see any new damage(s) on the car, or the interior has been dirtied by the previous user, please file a detailed report through our 24hrs Roadside assistance hotline at 6741 5828. Driving Off Start the engine with the car key that comes along with the key pack and drive the car as per normal. Note: The on-board computer needs about one second after you turn the ignition switch to power on the battery (you can see the radio and other electrical components activated) to release the immobilizer To turn the engine on, it will require a two-step action instead of a single continuous crank. 21 Refilling of Petrol Step 1: Go to any ESSO petrol station Step 2: Place the Speedpass (attached to the Key Pack) close to the area marked “Place Speedpass here” Step 3: Wait till the logo light up Step 4: Select fuel Synergy Extra (5000) (Light blue Nozzle) and begin refueling Step 5: When done, just drive and go. You are not required to keep the receipt. EssoMobil will bill WhizzCar Note: You may top up the petrol at any time but it is compulsory to refuel the petrol before you return the car if the petrol gauge is 1/2 tank or below. 22 Speedpass not working In the event that the speedpass payment function is not available; Kindly pay for fuel cost and send in the original receipt to Popular Rent A Car Pte Ltd – WhizzCar Division at 501 Guillemard Rd Singapore 399840 via post for reimbursement. All reimbursements will be made based on the prevailing rate of Synergy Extra / 5000 petrol. Call the 24-Hour Roadside Assistance Hotline at 6741 5828 to inform of the situation Important Note: Please do not remove the Speedpass from the Key Pack. Speedpass system is not available in West Malaysia. Members traveling to Malaysia will have to pay for the petrol on their own account. There will not be any reimbursement. Using Speedpass to refuel non-WhizzCar vehicles are considered serious fraud cases. All unauthorized usage cases will be handed over to the police. 23 Accident & Insurance Accident In the event of any accident, please: Stay calm. Do not panic Take down Date, Time and Location of accident Take down the other party’s Vehicle Registration Plate Number (if any) Take down his/her Name, NRIC/FIN/Passport, Contact Number Take down details of any witnesses Should there be any injury to any party, please make a police report within 24 hours. Call our Roadside Assistance Hotline at 6741 5828 (24 Hours). Please do not make any personal settlements even if the car damages are minor and/or there are no injuries. WhizzCar will handle the insurance claims and repairs Important Note: WhizzCar has to be informed immediately in cases of any accidents and other damages. All cost of damage repair, including claims from third party will be borne by the member if WhizzCar is unable to claim insurance due to the negligence of the member’s failure to report the accident/damage to WhizzCar. Your reservation will cease immediately upon informing WhizzCar. provided. The excess or non-waiverable excess is billed immediately. There will be no replacement vehicle Insurance All WhizzCar vehicles are covered with comprehensive insurance. However, members will be liable for the Damage Excess stated below: Age 23 years & above with more than 100-hr driving experience * Age below 23 years / with less 100-hr or 2-year driving experience * S$3,000 ($3,210.00 inclusive GST) S$5,000 ($5,350.00 inclusive GST) to S$6,000 ($6,420.00 inclusive GST) The above excess liability payable by member is inclusive of GST, will be subject to review by the management should the member be at fault in any accident. Above rates is WEF 1ST MAY 2012. 24 Billing Important Notes Your usage is recorded electronically by the onboard computer in all WhizzCar vehicles. Every month, an itemized billing (Total hours / Total kilometers) and membership fee (if any) invoice will be generated and it will be available on the members e-service portal on the 10th of the month. The charges will be deducted from your preferred payment mode (GIRO or Credit Card) on the 18th of the month. For household and corporate membership, only the principle members will be able to view the consolidated bill that will detail an itemized record of travel for each supplementary member or corporate user. Standard Plan You will only receive membership fee billing in the event that there are no usages for the month. Extra Value Plan Under the Household or Corporate Membership, the $60 minimum usage refers to the combined usage of all members in the same Household or Corporate Account. Billing for current month usage will be based on all trips ending within the current month (actual return date and time of vehicle). EXAMPLE You reserve a car on 31 July 9pm and return the car on 1 August 6am; will this reservation be considered July or August usage? Actual return time of vehicle: 1 August 2am, this reservation will fall under August usage. Temporary Suspension of Usage Member’s privileges will be temporarily suspended when: usage has exceeded S$500 credit limit any unsuccessful GIRO/Credit Card deduction Please report any billing discrepancy within 14 days from invoice date. If we do not hear from you, all billings will be deemed as correct and final. You may contact the WhizzCar Division for any enquiries on your bill. Tel: 6742 8888 (Mon – Fri, 9am to 6pm) OR Email: [email protected] 25 View your Electronic invoice Step 1: Go to www.whizzcar.com and click [Member Login] on top right hand corner of the screen Step 2: Mouse over and click <Electronic Invoice> A new screen will launch. 26 Step 3: Login using your Member ID and PIN Click [Submit] or <Enter> key to proceed Note: Launch a new browser and type the URL [http://popularcar.dyndns.org/WhizzCar/login.aspx] to access to the new eService website directly Step 4: View Bills Mouse over and click <View Bills> located at the upper right hand corner and lower left hand corner of your screen 27 Step 5: Choose the bill that you wish to view The above shows the last 12 bills generated and are available for viewing. Mouse over and click the bill you wish to view. Note: You may view your statement online or download a copy in PDF format for future reference and it looks just like your paper invoice. Step 6: Logging out Mouse over and click <Logoff> located at the upper right hand corner of your screen. Note: Remember, logging off the system is important to prevent un-authorized access to your personal information. Upon successful log out, you will see the original login page and you are safe to close the browser. 28 Rates & Plans Standard Plan Super Economy Economy Economy + Executive MPV Van Free km First Hour (min period) $ 13.00 $ 14.07 $ 14.50 $ 15.80 $ 16.21 $ 13.05 10 km Next 1/2 Hour $ 5.97 $ 6.51 $ 6.72 $ 7.37 $ 7.58 $ 5.99 5 km 24-Hours Plan $ 127.12 $ 143.17 $ 145.17 $ 170.87 $ 175.27 $ 127.76 100 km Business Hours (8am to 7pm) $ 66.23 $ 71.58 $ 81.58 $ 107.63 $ 114.98 $ 66.55 45 km Overnight Plan (9pm to 6am) $ 35.79 $ 41.14 $ 51.14 $ 66.49 $ 78.59 $ 35.95 30 km Additional per km charge $ 0.43 $ 0.43 $ 0.43 $ 0.43 $ 0.43 $ 0.43 - Terms and Conditions: Rates are effective from 1st January 2016. Rates are inclusive of GST and petrol. Business Hours Plan is only valid from Mondays to Fridays. Not valid on Saturdays, Sundays and Public Holidays, including 2 days before and after Chinese New Year and Hari Raya Puasa. Rates include limited FREE mileage. Additional charge of $0.43 (inclusive GST) per km will be applicable in excess of the free mileage. Rates are subject to change without prior notice. 29 Rates & Plans Extra Value Plan Super Economy Economy First Hour (min period) $ 10.86 $ 11.93 Next 1/2 Hour $ 4.90 24-Hour Plan Economy + Executive MPV Van Free km $ 12.93 $ 14.50 $ 15.14 $ 10.91 10km $ 5.44 $ 5.97 $ 6.75 $ 7.04 $ 4.92 5km $ 95.02 $ 111.07 $ 131.40 $ 140.33 $ 164.57 $ 95.66 100km Business Hours Plan (8am to 7pm) $ 48.04 $ 60.88 $ 72.88 $ 82.58 $ 89.28 $ 48.36 45km Overnight Plan (9pm to 6am) $ 33.65 $ 39.00 $ 49.50 $ 59.21 $ 67.89 $ 33.81 30km Additional per km charge $ 0.43 $ 0.43 $ 0.43 $ 0.43 $ 0.43 $ 0.43 - Terms and Conditions: Rates are effective from 1st January 2016. Rates are inclusive of GST and petrol. Business Hours Plan is only valid from Mondays to Fridays. Not valid on Saturdays, Sundays and Public Holidays, including 2 days before and after Chinese New Year and Hari Raya Puasa. Rates include limited FREE mileage. Additional charge of $0.43 (inclusive GST) per km will be applicable in excess of the free mileage. A minimum usage of $60 is required and members will be billed $64.20 (inclusive of GST) every calendar month from the month of commencement. Any un-utilized credits can be brought forward for future usage. However all un-utilized credits must be consumed while the Extra Value Plan is still effective and before the expiry of membership. Un-utilized credits will not be refunded in any form upon conversion to Standard Plan or expiry / termination of membership. Minimum commitment period is SIX (6) months. Member will continue to be billed under Extra Value Plan after the 6th month minimum commitment period should there be no written notification on conversion of plan. Notice to convert from Extra Value Plan to Standard Plan must be provided by the principle member in writing, giving no later than thirty (30) days’ notice in the preceding month (prior to the effective month of change), failing which WhizzCar reserves the right to proceed with the billing as agreed. Rates are subject to change without prior notice. 30 Rules & Penalties Dos & Don’ts For the WhizzCar Car-sharing scheme to work, all members are encouraged to observe self-discipline and consideration DO Plan your trip with some allowances for traffic conditions. Consider the possibility that someone with an urgent appointment could be waiting for you to return the car on time Keep the exterior and interior of the vehicle clean & free from litter when returning the car Park the car back in the designated parking lots. Close all windows, switch off all lights & lock the door after use Report any detected mechanical defect or fault to WhizzCar 24-hrs Roadside assistance at 6741 5828 Report any new damage(s) caused & do not leave it for the next unwary user to be held responsible DON’T Smoke or carry any offensive smelling items in the car Carry a furry pet without a proper transport carriage Damage the car with inconsiderate or reckless handling Block cars indiscriminately if you are not sure of your requirements Return the car with less than ½ tank of petrol. 31 Penalty Charges Penalty Charges Penalty charges are debited to the monthly billing statement and deducted through your preferred payment mode. Appeal The Penalty Charges are charged to you based on feedback &/or reports filed by other members. Should you not agree with the offence served on you, you may appeal in writing to [email protected] within seven (7) days from the date of your statement. The WhizzCar Management will investigate and review all appeals. However, the Management reserves the right to make any final decision. Note: Disciplinary Actions for Preserving a Friendlier Car-sharing Environment The Commitment of Management reserves the right to take disciplinary actions, including but not limited to expulsion, against any member in breach of WhizzCar’s by-laws. 32 List Offences & Penalty Charges Rule 1 2 Nature of Offence LATE RETURN Returning car after expiry of reservation & keeping next member waiting more than 10 minutes from reservation start time PETROL Failing to refill petrol tank at 1/2 or less on return of car Penalty Amount $53.50 Remarks Penalty is in addition to excess time surcharge $21.40 3 CANCELLATION & SHORTENING OF RESERVATION a More than 24 hours notice Monday to Friday (ONLY) $21.40 b Less than 24 hours notice Monday to Sunday Full reserved period charge Excluding Public Holidays Includes 2 days before & after Chinese New Year & Hari Raya Period and ALL public holidays Note: ANY cancellation / shortening of confirmed reservation will incur the above charges. 4 5 6 a PAYMENT For every unsuccessful monthly deduction through GIRO / Credit Card ACCIDENT/DAMAGE Failure to report accident or fresh damage(s) VEHICLE CLEANLINESS Dirtying car interior &/or exterior after use, smoking and carrying of offensive smelling items $10.70 $53.50 Penalty plus full repair cost $21.40 Members are expected to clear out trash & personal belongings, etc Penalty plus repair &/or replacement costs b 7 8 Willful neglect, damage or abuse of vehicle interior &/or equipment $21.40 RETURNING THE VEHICLE Incorrect or improper return of car key or carpark pass after reservation $21.40 DISCIPLINE Failing to obey valid instructions exhibited at site or provided by staff or operating manual and causing inconveniences to other members $21.40 Keys must be in GSM car, in the glove compartment. If key is still held by member, Rule 1 applies 33 List Offences & Penalty Charges (cont’) Rule 9 Nature of Offence MALAYSIA USE Driving to West Malaysia without prior written notification & proper approval of WhizzCar Penalty Amount Remarks $214.00 Penalty & suspension of membership 10 UNAUTHORISED USAGE Allowing an unauthorized driver to drive the vehicle $214.00 a Penalty & suspension of membership Using Speedpass to refill non-WhizzCar vehicles $321.00 b Penalty plus cost of any unauthorized usages incurred. All cases will be handed over to the police 11 LOSS OF WHIZZCAR PROPERTY Loss of Smart Card / Key Fob $26.75 Replacement Cost Loss of Speedpass $26.75 Penalty, cost of replacement & any unauthorized usages incurred. A police report will be submitted Loss of Vehicle Accessories $26.75 Penalty plus replacement cost Loss of Car Key or Data Key $53.50 Penalty plus replacement cost Loss of Car Park Pass (HDB RFID Disk) $53.50 Penalty plus replacement cost 12 RETRIVAL OF ITEMS Any retrieval of personal belongings after member’s current reservations has ended 1 hour charge Amount charged will be based on a 1 hour reservation, depending on the category of car Note: Above charge rates are inclusive of GST 34 Frequently Asked Questions (FAQ) ABOUT WHIZZCAR How does WhizzCar compare to car rental? With the latest technology, WhizzCar gives members the access to the usage of cars 24 hours a day, 7 days a week. WhizzCar is less expensive for a shorter period of use compared to car rental. With WhizzCar, you pay only for your reservation and usage and petrol is inclusive. Rental cars are often located at remote locations. You are restricted to collecting and returning the car during business hours only. WhizzCar gives you the convenience of walking to a car conveniently parked in your neighborhood and ending your reservation when you want to. How can I get WhizzCar in my neighborhood? We can place a car in any neighborhood when 20 people within a one-mile radius have indicated interest in joining WhizzCar. Tell all your friends and neighbors so that a WhizzCar can be placed near you. If you are willing to volunteer, we will provide you with information to disseminate or post in your neighborhood. We want to serve your community. ABOUT MEMBERSHIP How do I cancel my membership? You may cancel your membership by giving us one-month advance written notice before the expiry of your membership and returning your Smart Card / Key Fob back to the head office via Registered Mail. Your deposit will be refunded to you within 60 days upon receipt of your Smart Card / Key Fob. There will be no refund for the membership fee paid. How will my membership renewed Membership is renewed automatically for a minimum period of ONE year. Membership fees can be paid either on a monthly or an annual basis. A one-month written notification prior to the expiry of membership is required should the member choose not to renew the membership. Members will be liable for the annual fee once membership is renewed. The security deposit will be use to offset any short fall in membership fee. How will my membership be terminated or revoked? We ask that members treat our cars and other members in a considerate and responsible manner. However, if any member who repeatedly violates the rules and regulations, or let an unauthorized individual drives, can have their membership terminated. ABOUT USAGE OF CARS & PARKING What kind of cars do you offer? To cater to members’ different travel needs, we have a wide range of vehicles ranging from commercial vans, compacts to luxury sedans and MPVs. The cars are chosen based on their reliability and their excellent record for environmental friendliness, safety and low maintenance. To give you more choices, we expect to add more models to our fleet in the near future. Is a car going to be available when I need it? The availability of vehicles is an important concern of ours as much as it is for our members. Our reservations system allows you to make a reservation as little as 15 minutes in advance. We will have enough cars for all of our members and will add more cars as our membership increases. If you know you will need a car during peak period (Weekends / Public Holidays), please try to reserve your car a few days in advance to avoid disappointment; a little planning will help you. If our cars are not available, you may contact Popular Rent A Car as an alternative rental needs. Do quote that you are a WhizzCar member. 35 Frequently Asked Questions (FAQ) (cont’) Can I have access to any vehicles in all sites? Yes, you can use WhizzCar at any WhizzCar location island-wide but you have to return the car back to where you collect. What if the car reserved is not in the parking space? This should not occur. If a car is not present, call WhizzCar at 6741 5828 immediately. We will make every possible effort to locate and direct you to a nearby car. We expect all members to take the privilege of membership seriously. Any member acting irresponsibly and repeatedly violates membership rules (i.e. not returning the car to the reserved lot punctually) and will risk membership termination. What keep non-members out of WhizzCar spaces? All WhizzCar parking spaces will have signs posted indicating that the space is reserved for WhizzCar only. On a rare occasion that a member arrives at WhizzCar parking lot and finds that it is taken, they are advised to park as close to the lot as possible and call our Assistance Hotline at 6741 5828 immediately. Can I drive a WhizzCar to West Malaysia? Yes, prior notification is required to ensure that your journey to Malaysia is taken care of. There is a 50% surcharge on the time rates and minimum booking is 24 hours. E.g. a WhizzCar for 24 hours use in Singapore at $105.00 will cost $157.50 for Malaysia use. Please refer to the terms and conditions for Malaysia use in the Member’s Handbook (Page 5) Can my spouse or family members use my membership? Membership and privileges are NOT transferable. Use of a WhizzCar by an unauthorized driver is a serious violation of the Terms and Conditions of Membership. Non-members are strictly forbidden to drive WhizzCar vehicles. An enforcement of this rule is immediate termination of your account and membership privileges. Insurance coverage is not extended to unauthorized drivers, i.e. for your safety and the safety of your family and friends, do avoid allowing others to drive our vehicles. We do offer supplementary membership if you would like to share an account with your family. Do I have to worry about locking the car at the end of my reservation? Yes, it is extremely important that you always lock the car with your Smart Card / Key Fob so that the ignition will be disabled. Your reservation is not complete until you lock the door. What happens if I return the car late? Please return your car on time. This is a courtesy that we insist members extend to one another. Late return will cause major inconveniences to other members. We understand you can't always predict traffic hence we do suggest that you plan your journey ahead and make reservations carefully. If you are going to be late in returning the vehicle, kindly call us 30 minutes before the end of your usage to avoid late return penalty charges (Refer to Rules & Penalties). Extensions can be done via our Call Center (6741 7666) during our operating hours, daily from 7am to 10pm or via the ONLINE reservation system available 24hrs. However, extension isn't always possible, particularly if another member has a reservation immediately following yours. What happens if I get a parking ticket? You are responsible and will be required to pay the fine. Can I smoke in the car? We are concerned for smokers and non-smokers alike, so smoking in the car is strictly prohibited. 36 Frequently Asked Questions (FAQ) (cont’) Do you provide car seats for children? We do not provide car seats. We encourage parents with children to invest in a personal one for hygiene purposes. Can I carry my pets in the car? As some members may be allergic to pets, we have to consider their needs. Therefore no pets are allowed in the car unless they are in proper carriage. IN EVENT OF ACCIDENTS OR BREAKDOWN What happens if I have an accident? Contact WhizzCar’s Assistance Hotline at 6741 5828 immediately. The member is liable to the damage excess for any reported accident. If the member is found to be not at fault, the excess will be refunded. Insurance is only valid for authorized WhizzCar members. Please refer to the Member's Handbook Page 25 for accident reporting procedures and the applicable excess charges for different age groups and cars. What should I do in an emergency? If the car is inoperable, please contact WhizzCar’s Assistance Hotline at 6741 5828 immediately. Follow normal procedures and contact the police if you have met with an accident or if the car is vandalized. If the car needs to be towed and you are at fault, you are responsible for the towing cost and the cost of returning the car to the designated parking location. What if the car breakdown? Please contact WhizzCar’s Roadside Assistance Hotline at 6741 5828 to report the situation. The problem may be something our staff can walk you through. No replacement car will be provided. Our staff will make every effort to help you with an alternative plan. While driving, what should I do if I encounter a Flat Tyre? All cars are equipped with a spare tyre and tools to change the tyre. Please help us to change the tyre and contact WhizzCar’s Roadside Assistance Hotline at 6741 5828 to report this incident. If you do not wish to change the tires, please contact WhizzCar’s Roadside Assistance Hotline to assist you. Please note that there will be a service charge of $32.10 (inclusive of GST) for onsite rescue and members will be liable for other cost that may arise. 37 Basic Troubleshooting Guide GSM Standalone System No response when member flashes Smart Card / Key Fob in front of card reader Possible Causes Smart Card / Key Fob faulty or flash too fast Solution Try again by holding Smart Card / Key Fob in front of card reader for at least 2 seconds. If there is still no response, your Smart Card / Key Fob might be faulty. You may contact us for replacement of Smart Card / Key Fob during office hours. Unable to unlock car doors. The LED indicator on the card reader remains RED Possible Causes a. Smart Card / Key Fob faulty b. GSM system faulty Solution Please contact the 24 hours Roadside Assistance at 6741 5828 for assistance. The LED indicator flickers AMBER (YELLOW/ORANGE) Possible Cause a. No valid reservation / Flashed Key Fob on the wrong car / Key Fob was flashed too fast b. Member has made a last minute reservation that is not fully transmitted Note: Collection time is 10 minutes before the reservation. If it is not the time issue, please contact us for assistance. Solution Check confirmation SMS for reservation details. Re-flash and hold your Smart Card / Key Fob against card reader again. If it does not work on the 2nd or 3rd attempt, please contact the 24 hours Roadside Assistance at 6741 5828 for assistance. 38