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OTAPAY Motor Takaful Site VIP Road Assist (Option B)

Terms & Conditions • Disclaimers

Platform: OtaPay Motor Takaful Site ("https://OtaPayMotorTakafulSite.my/", "OtaPay Motor Takaful Site", "Platform")

Programme Owner / Service Provider: SENANG.IO Niaga Sdn Bhd ("SENANG.IO ", "we", "us")

Effective Date: 05/02/2026

Customer Hotline: +6018-955 9931

Operating Hours: 9.00AM - 6.00PM

Coverage Territory: Malaysia

1. Definitions

• “Programme” means the VIP Road Assist – Option B (Package B) service described in these Terms.

• “Customer” means the person who purchases/enrols into the Programme via OtaPay Motor Takaful Site .

• “Covered Vehicle” means the vehicle details registered/enrolled under the Programme (where applicable).

• “Service Request” means a request for assistance/handling made via the Hotline or approved channels.

• “Working Day” means Monday to Friday excluding public holidays in Malaysia (unless stated otherwise).

2. Nature of Programme (Important Disclaimer)

• The Programme is a service-based assistance programme only.

• The Programme is not insurance or takaful, and does not involve underwriting, premium, indemnity, sum insured, or claims payout.

• Any motor insurance/takaful policy purchased remains separate and is governed solely by the insurer/takaful operator’s policy terms. The Programme does not amend or extend such policy coverage.

3. Eligibility & Enrolment (Compulsory Add-On) 

• Option B may be presented as a mandatory add-on for certain eligible transactions on OtaPay Motor Takaful Site (as displayed at checkout). 

• Enrolment is effective only upon (i) successful payment/confirmation (where applicable) and (ii) issuance of an activation confirmation via OtaPay Motor Takaful Site /email/SMS/other notification. 

• The Programme is valid only for the enrolled Customer and/or the Covered Vehicle (as applicable) and is non-transferable unless SENANG.IO confirms otherwise in writing. 

• Customers must ensure all details submitted (name, contact number, vehicle details, etc.) are accurate and updated. 

4. Programme Term 

• The Programme term is 12 months from activation confirmation unless stated otherwise at point of sale. 

• The Programme expires automatically at the end of its term unless renewed.

5. Benefits Included (Option B / Package B Only)

Subject to these Terms, Option B provides the following benefits only: 

5.1 Priority Assistance Handling (Best-Effort SLA) 

SENANG.IO will provide priority handling and coordination with a target resolution timeline of up to five (5) Working Days, where operationally feasible. 

5.2 Human Call Pickup (Best-Effort Target) 

Hotline support intended to be answered by a human agent with a best-effort target of within ten (10) seconds, where operationally feasible. 

No other benefits (e.g., towing, tyre change, fuel, battery, replacement car, repairs, reimbursements) are included under Option B unless expressly stated in writing by SENANG.IO or displayed in the official OtaPay Motor Takaful Site checkout/Programme page. 

6. How to Request Assistance

• Customer must contact the Hotline and provide required information including: (a) Customer name/ID (where requested), (b) vehicle registration number (if applicable), (c) exact location, (d) contact number, and (e) issue description. 

• SENANG.IO may request additional verification steps to prevent fraud and misuse. 

• Customer must remain reachable and cooperate with instructions; failure may result in delay or refusal of service. 

7. Service Delivery, Feasibility & Safety 

• Service is subject to operational feasibility, including vendor availability, site access, traffic, weather, safety conditions, and legal/regulatory constraints.

• SENANG.IO  may refuse, delay, modify, or discontinue a Service Request if (a) it is unsafe or unlawful to proceed; (b) the request is outside Programme scope; (c) Customer is abusive, uncooperative, or suspected of misuse/fraud; or (d) circumstances beyond reasonable control prevent performance.

8. Fees, Billing & Non-Refund Policy

• Programme fees (if any) are displayed at point of sale on OtaPay Motor Takaful Site. 

• Non-Refundable: Once activation confirmation is issued, Programme fees are strictly non-refundable, including where Customer does not use the Programme, changes their mind, or sells the vehicle. 

• If SENANG.IO  grants any exception at its sole discretion, eligibility may be limited to cases where (a) the Programme was not activated due to system error attributable to SENANG.IO ; (b) no Service Request was made; and (c) the request is made within hours/days from purchase. 

• Where applicable, the Programme fee is a service fee, not an insurance premium. 

9. Fair Usage & Abuse Prevention 

• The Programme is provided for genuine assistance needs. 

• Fair Usage Limit: SENANG.IO may impose fair usage controls including limiting repetitive or excessive Service Requests to 2 requests per month per Customer/vehicle/term. 

• SENANG.IO may suspend or terminate access where there is suspected abuse, fraud, or repeated non-compliance. 

10. Exclusions (Non-Exhaustive) 

The Programme does not cover and SENANG.IO may refuse Service Requests involving: 

• emergencies requiring police/ambulance/fire services (call 999); 

• accidents involving injury, criminal activity, or where authorities must intervene; 

• illegal acts, reckless driving, racing, or intoxication; 

• requests unrelated to Option B benefits; 

• inaccessible, restricted, or hazardous locations (e.g., flood zones, off-road, conflict areas, closed sites); 

• pre-existing faults, routine maintenance, or workshop-level repairs; 

• situations where Customer cannot verify identity/vehicle details reasonably required for service. 

11. Best-Effort SLA Disclaimer (Very Important) 

• All service targets stated (including “10 seconds” pickup and “5 Working Days” handling/resolution) are best-effort targets only and not guarantees. 

• Delays may occur due to vendor constraints, surge demand, severe weather, public holidays, connectivity issues, incorrect information provided by Customer, or other circumstances beyond SENANG.IO’s reasonable control. 

12. Third-Party Vendors & Additional Costs 

• SENANG.IO may engage third-party vendors/operators to deliver assistance. 

• SENANG.IO’s role may include coordination/facilitation. Actual service delivery depends on vendor availability and on-site conditions. 

• Unless expressly stated, any third-party costs or consumables are borne by the Customer, including but not limited to tolls, parking, parts, repairs, storage, fines, and any out-of-scope charges. 

13. Chargeback & Dispute Process 

• Customers agree to contact SENANG.IO via the official support channel first to resolve disputes before initiating a chargeback. 

• Dispute Window: Any dispute must be raised within fourteen (14) days from the incident or purchase date (whichever is relevant), together with supporting evidence. 

• SENANG.IO may rely on hotline logs, ticket records, vendor confirmations, and system records as evidence of service handling and Programme activation. 

14. Limitation of Liability 

• To the maximum extent permitted by law, SENANG.IO will not be liable for (a) indirect, incidental, special, punitive, or consequential losses; (b) loss of profit, revenue, opportunity, goodwill; (c) loss of use of vehicle, business interruption, or delay-related losses; (d) third-party acts/omissions (including vendors) beyond SENANG.IO’s reasonable control. 

• Where liability cannot be excluded by law, SENANG.IO ’s total aggregate liability is limited to the Programme fee paid for the relevant term (whichever is lower). 

• The Customer remains responsible for ensuring their vehicle is roadworthy and for taking reasonable steps to mitigate loss. 

15. Suspension / Termination 

• SENANG.IO may suspend or terminate Programme access (with or without notice where legally permitted) if (a) fraud or misuse is suspected; (b) Customer materially breaches these Terms; (c) Customer threatens, harasses, or abuses staff/vendors; (d) required by law or regulator; or (e) continued service would expose SENANG.IO/vendors to safety risks. 

• Fees remain non-refundable in suspension/termination cases. 

16. Changes to Programme / Terms 

• SENANG.IO may update these Terms from time to time by publishing updated terms on OtaPay Motor Takaful Site or via official notification. 

• Changes apply prospectively from the effective date, unless required by law or for security/fraud prevention. 

17. Personal Data 

• SENANG.IO will process personal data for Programme administration, verification, customer support, vendor coordination, and service delivery. 

• Data may be shared with vendors strictly as needed to perform the service and subject to applicable data protection laws. 

• Customers should refer to OtaPay Motor Takaful Site and/or SENANG.IO privacy notice: https://senang.io/privacy-policy. 

  
  

18. Intellectual Property & Branding 

• Programme branding and content displayed on OtaPay Motor Takaful Site remains the property of SENANG.IO and/or its licensors.

• Customers may not misuse brand marks or Programme content.

19. Governing Law & Jurisdiction 

• These Terms are governed by the laws of Malaysia. 

• Any dispute shall be subject to the exclusive jurisdiction of the courts of Malaysia, unless mandatory consumer law provides otherwise. 
  
  

20. Contact 

For all Programme matters (activation, assistance, disputes): 

Email: customercare@senang.io