Service Policy

This Policy applies to every Order placed through the Application or through an Operator.

Nadi ("we", "us" or "our") operates the Nadi platform and acts as the collection agent of Partner Organisations, meaning that we receive payment of the Fare for and on behalf of the Partner Organisation carrying out the Order.

We ourselves handle payment, refunds, Receipts, and complaints for every Order, including complaints about the performance of an Order by a Partner Organisation. You submit all requests referred to in this Policy to us.

Payment is currently made in cash.

The only valid payment methods are those displayed on the Order.

Cash payment: the Crew collects exactly the amount displayed in the Application, which already includes additional charges and the Service Fee, and hands it over to the Partner Organisation. The Crew is prohibited from collecting any other amount. If that happens, you are entitled to refuse the difference and report it to us.

Non-cash payments are processed by our payment service provider, Midtrans. The Order status is updated automatically once payment is confirmed, without any proof of transfer needing to be sent.

We never ask for your PIN, OTP code, or banking password. Any such request does not come from us.

Out-of-Town Trips are paid in advance with a Deposit of at least 50% (fifty percent) of the Bid price, or paid in full, or with an amount of your choice between the two, within 15 (fifteen) minutes after the Bid is selected. The remainder is paid in cash to the Crew at pickup, before the trip begins. The Deposit is used to prepare for the trip, including fuel, tolls, and overnight accommodation where needed.

The Event Standby Service is paid in full before the unit departs, without a partial Deposit and without cash payment.

For trip Orders that offer only the cash method, follow the amount and the payment time stated on the Order. This provision does not apply to the Event Standby Service.

SOS never requires a Deposit or payment in any form. The Social Service is not subject to any Fare or Deposit.

You may cancel an Order at any time before the Crew arrives at the pickup point, free of charge.

Funds you have paid for an Order cancelled as referred to in Article 4.1, including the Deposit and the Service Fee, are refunded in full in accordance with Article 5.

If the Crew arrives at the pickup point and neither you nor the Patient is present or can be contacted, the Order is closed and recorded as a no-show. No charge applies to a no-show. Repeated no-shows may result in restriction of the Account.

If you or the Patient is present when the Crew arrives but decides not to continue the trip, the Order is closed free of charge and funds already paid are refunded in accordance with Article 5. This provision does not apply to the Event Standby Service, which is governed by its Specific Terms.

Cancellation by a Partner Organisation incurs no charge to you. The Order is returned so that another Partner Organisation can be sought or, for an Out-of-Town Trip, you may select another Bid.

Refunds are given for:

Refund requests are submitted through Chat dengan CS (Chat with CS) in the Bantuan (Help) menu, WhatsApp 0851-1162-0701, or email halo@nadisehat.id, stating the Order number shown on the Order and on the Receipt.

We examine the Order and its payment records, and then decide to approve or reject the request no later than 3 × 24 (three times twenty-four) hours after the request is received. A rejection is accompanied by its reasons.

Approved funds are paid **no later than 7 (seven) Hari Kerja (Working Days) after approval**, as follows:

We inform you of the refund method that applies when the request is approved.

We do not ask for bank account details through chat messages. Account details are entered only on the refund form.

Every refund is recorded on the Order concerned together with the name of the personnel who processed it, and is shown on the Receipt separately from the amount received.

Refunds do not diminish your other rights under the Terms and the Applicable Laws and Regulations.

Complaints about the Crew, vehicles, bills, or the Services are submitted to us through:

We give a first response no later than 1 × 24 (one times twenty-four) hours after the complaint is received and endeavour to resolve it no later than 3 × 24 (three times twenty-four) hours. If resolution requires further examination, we inform you of the estimated time of resolution.

Every Order keeps its time record, namely when it was accepted, when the unit departed, when it arrived, and how much was billed, so that complaints are examined against that record.

Complaints about the Crew or vehicles are forwarded by us to the Partner Organisation concerned, together with the Order records, for follow-up, and we continue to handle your complaint until it is resolved. Ratings you give after the trip are also forwarded to the Partner Organisation.

Dangerous incidents, including accidents, Crew conduct, and lost items, are reported through "Laporkan insiden" ("Report incident") on the Order or the Receipt and are handled by our safety team.

A complaint ticket remains open until it is declared resolved, and once it is resolved you may rate how it was handled.

If you are not satisfied with the resolution of a complaint, you may pursue dispute resolution as set out in Article 17 of the General Terms. You may also submit a complaint to the Directorate General of Consumer Protection and Trade Compliance, Ministry of Trade of the Republic of Indonesia.

Receipts are issued by us and are available in the Application after the Order is completed. Receipts may be downloaded in PDF form for insurance claims, claims to a guarantor, or reimbursement.

Receipts state:

At your request, we can provide the Order records needed for a claim to your insurance company or guarantor.

Tips are voluntary and do not affect the Fare.

Tips are offered after the Order is completed and only on Orders paid with a GoPay account that you have linked to the Application.

All tips are received by the Crew and divided equally if there is more than one person. The payment processing fee is borne by us.

The Crew must not ask for tips. Tips are not available for the Social Service and SOS.

Some Partner Organisations are willing to serve Users without a Fare for trips of up to 60 km.

The Social Service is limited and depends on the availability of Partner Organisations that are on standby and willing. Its availability is not guaranteed.

The Social Service is open to anyone who needs it. A surat keterangan tidak mampu (certificate of low-income status) may support a request, but is not a requirement. For the Social Service, the Crew charges nothing.

Changes to this Policy are subject to Article 16 of the General Terms. Changes affecting payment, Deposits, cancellation, or refunds are material changes, are notified through the Application before they take effect, and do not apply to Orders placed before their effective date.