Partner Terms

These Partner Terms (the "Terms") constitute a valid and binding agreement between Nadi, with Nomor Induk Berusaha (Business Identification Number) (registration in progress), domiciled at Jl. Pucung No. 97 RT 04 RW 02, Balekambang, Jakarta Timur 13530 ("we", "us" or "our"), and the Partner as defined in Article 2.

Every Partner Organisation must sign a written Perjanjian Kerja Sama (Cooperation Agreement) with us (the "PKS") before accepting Orders. The PKS governs at least the Commission, licensing, insurance, and the Data Sharing Annex. These Terms form an inseparable part of the PKS. In the event of any conflict, the PKS prevails to the extent that the PKS specifically governs the matter.

Every Volunteer Crew Member, Manager, and Owner personally agrees to these Terms and declares that they have read the Privacy Notice the first time they sign in to the Nadi Mitra application, by pressing "Saya setuju" ("I agree") on the consent screen. That screen also gives notice of location tracking as set out in Article 8, namely when tracking runs, what it is for, and how long the track is kept. That consent and declaration are recorded together with the document version and the time, and are requested again whenever a new version containing material changes is issued.

A Partner Organisation cannot give consent on behalf of its Volunteer Crew Members, Managers, or Owners. The Partner Organisation must ensure that every person it registers reads these Terms before using the Nadi Mitra application.

Every account holder on the Nadi Mitra application, including Volunteer Crew Members, Managers, and Owners, must be at least 18 (eighteen) years of age.

These Terms form a single whole with Part B of each of the Specific Terms. The Privacy Notice explains the Processing of Partners' Personal Data. If a Partner does not agree to these Terms, the Partner may not use the Nadi Mitra application.

These Terms and the Privacy Notice can be opened at any time through the Profil (Profile) menu in the Nadi Mitra application.

Nadi is a platform that connects Users with Partner Organisations. A Partner Organisation is an independent provider of ambulances or funeral vehicles and is the trip provider for Users. Vehicles, Crew, equipment, licences, insurance, and medical procedures are the responsibility of the Partner Organisation.

The Partner Organisation appoints us as its collection agent to receive payment of the Fare from Users for and on behalf of the Partner Organisation. A User's payment to us, or in cash to the Crew in the amount displayed in the Application, discharges the User's obligation to pay that amount to the Partner Organisation.

We handle payment, issuance of Receipts, refunds, and User complaints for every Order. The Partner Organisation must cooperate in the examination of complaints and must not settle bills or complaints directly with Users outside the Application.

We are not the employer of Volunteer Crew Members. Employment relationships, schedules, and Crew Pay are arranged between the Volunteer Crew Member and the Partner Organisation.

We forward Orders, set Fares according to the fare card, record payments, and collect Commission. We do not guarantee the number of Orders.

Other than our appointment as collection agent as referred to in Article 3.2, these Terms do not create any agency, business partnership, or joint venture relationship between us and the Partner.

The Partner Organisation represents and warrants, for as long as it uses the Nadi Mitra application, that:

The insurance requirement referred to in Article 4.1 point (d) applies from the date set and announced by us. The announcement is made through the Application before that date. From that date, a Partner Organisation without proof of insurance approved by us cannot accept paid Orders. Transitional provisions for Partner Organisations registered before that date are set out in the PKS.

The Partner Organisation must notify us immediately if any representation in Article 4.1 is no longer true.

To the extent permitted by the Applicable Laws and Regulations, the Partner Organisation holds us harmless from third-party claims arising from any untruth of the representations and warranties in Article 4.1 or from the performance of Orders by the Partner.

Accounts for Volunteer Crew Members, Managers, and Owners are created by our admin after the Partner Organisation and the person concerned have been verified. One account is for one person only, and accounts and their passwords must not be lent to others.

The WhatsApp number on the account is the Partner's identity and is used for verification codes and notifications.

If the single-device setting is applied, an account can be signed in on only one device at a time, and signing in on another device ends the session on the previous device.

The Nadi Mitra application requests the "sepanjang waktu" ("all the time") location permission, notification permission, and the other permissions explained on the permission screen. Without location permission, a Volunteer Crew Member cannot go on Standby.

Volunteer Crew Members must hold a valid KTP (Indonesian identity card) and SIM, as well as a BTCLS, P3K (first aid), or other relevant certificate, if any. Health workers must hold a Surat Tanda Registrasi and Surat Izin Praktik where required.

Every Unit must have an STNK (vehicle registration certificate), a KIR (periodic roadworthiness test certificate), and an ambulance operating licence, as well as an SRUT (vehicle type test registration certificate), if any. From the date referred to in Article 4.2, Units that accept paid Orders must also have proof of insurance as referred to in Article 4.1 point (d).

Documents are uploaded through the Application and checked by us. We may remind the Partner 30 days before a document expires. The Partner Organisation must renew documents before they expire.

The expiry of a mandatory document does not by itself stop the Volunteer Crew Member or Unit. For each such document, we decide on one of the following:

A Volunteer Crew Member's profile photo is displayed to Users after it is approved by our admin and must be a photo of the Volunteer Crew Member's own face.

A Partner Organisation may submit new Units and Volunteer Crew Members through the Application. Our admin approves the submission before the account is created.

We set the Eligibility of each Partner Organisation based on a review of documents and the Partner Organisation's statements, and may change it with notice of the reasons.

Within the limits of that Eligibility, the Partner Organisation declares through the Application the types of Orders that each Unit accepts, and may change that declaration at any time.

Funeral Transport Service Orders are forwarded only to Partner Organisations that declare that they provide transport of the deceased.

Paid Orders are forwarded only to Partner Organisations whose bills do not exceed the limit referred to in Article 10.7 and, from the date referred to in Article 4.2, that meet the insurance requirement.

Standby status means that the Volunteer Crew Member is willing to accept Orders at that time.

While a Volunteer Crew Member is on Standby or has an Order in progress, the position of the Volunteer Crew Member's device is sent continuously, including when the Nadi Mitra application is closed or not in use. Sending that position is part of the performance of these Terms and is done for the legitimate interest in the safety of Users and Crew, as described in the Privacy Notice.

That position is used to:

Sending of the position stops when the Volunteer Crew Member is no longer on Standby and has no Order in progress. The last position is overwritten each time a new position is received. Trip tracks are kept for 90 days and then deleted automatically, except the tracks of Orders that are the subject of a safety incident, complaint, or dispute under examination, which are held until that examination is complete.

Use of a fake location or a location-spoofing application causes Standby status to be ended automatically and recorded as a violation. The Volunteer Crew Member may request a review by our personnel as set out in Article 13.5.

The Volunteer Crew Member marks the Unit they are in so that Orders are sought from the Unit's position. While an Order is in progress, the Unit follows the Order.

After 12 (twelve) hours on Standby without a break, the Application reminds the Volunteer Crew Member to rest, and the Partner Organisation's Manager receives a notification naming that Volunteer Crew Member.

Shift schedules are the Partner Organisation's records. Not being on Standby outside the schedule is not sanctioned by us.

The location of Managers and Owners is not tracked, except when the person concerned is on Standby as a Volunteer Crew Member.

An Order offered directly to a Volunteer Crew Member must be answered within 60 seconds; after that, its seat is forwarded to another Volunteer Crew Member. An Order offered to a Partner Organisation is taken by the fastest Volunteer Crew Member.

The Partner Organisation must confirm the Crew within 5 minutes after accepting an Order. If the deadline passes, the Order is reopened to other Partner Organisations.

A Volunteer Crew Member holds at most two Orders, namely one in progress and one next.

Volunteer Crew Members must update the trip stage in the Application in line with what actually happens. These stages are read by the User and the Operator and are used to calculate the bill.

Volunteer Crew Members must contact the User if the address cannot be found and report to the Manager if the User cannot be contacted.

A change of destination is set only by the Operator handling the Order. For In-City Trips, the Fare is adjusted according to the difference in distance; for Out-of-Town Trips, the destination is changed only for medical reasons and the Bid price does not change. Crew who learn that the destination needs to be changed must tell the Operator and must not change the destination themselves. Additional services requested by the User, such as a round trip, are added only by the Operator. A price increase because of a new destination or an additional service takes effect only after the User confirms it in the Application; until then, the Order continues to use the agreed Fare, and the Crew must not collect an increase that has not been confirmed. A full emergency department is reported through the Application.

If the vehicle breaks down, the Partner Organisation transfers the Order through the crew panel, and the distance already travelled is still counted for that Partner Organisation.

Replacement of Crew mid-trip is done only through the Application, and the replacement Crew must accept before the previous Crew is released. The User must not be left without Crew.

The help button on an Order in progress contacts the Operator and the Manager at the same time, and is used for vehicle breakdowns, a worsening Patient condition, blocked access, or unsafe situations.

Performance provisions specific to each Service are set out in Part B of the respective Specific Terms.

Fares are set by the Application according to the fare card or, for Out-of-Town Trips, according to the Partner Organisation's Bid selected by the User. The Service Fee of 5 % of the Fare is paid by the User to us and is not a deduction from the Partner Organisation's income.

Commission of 10 % of the trip Fare belongs to us and is collected when the Order is completed. Social Service Orders and SOS Orders are not subject to Commission. For Out-of-Town Trips, Commission is calculated from the higher of the Bid price and the lower limit of the reference price. For an Order transferred because of a vehicle breakdown, the Commission is split according to the distance travelled by each Partner Organisation.

Non-cash payments that we receive for and on behalf of the Partner Organisation are recorded in the Partner Organisation's Settlement Balance after deduction of Commission.

For cash payments, the Crew collects exactly the amount displayed in the Application and hands it over to the Partner Organisation. Commission and the Service Fee on cash payments are recorded as a bill in the Ledger.

The Partner Organisation must pay bills through the Application. Payments may be made in part and may not exceed the amount of the bill at the time of payment.

Bills must be paid no later than Sunday at 24:00 WIB (Western Indonesian Time) each week. Bills not paid by that time are recorded as late payment, and the Partner Organisation's Manager receives a notification.

If a Partner Organisation's bills exceed Rp100,000, paid Orders are not forwarded to that Partner Organisation until the bills are reduced. Social Service Orders and SOS Orders continue to be forwarded.

If we refund a User because of the Partner Organisation's performance of an Order, for example charging more than the amount in the Application or an Order not carried out as it should have been, we have the right to charge that amount to the Partner Organisation as an adjustment in the Ledger with a factual note.

A Ledger entry considered to be incorrect may be disputed through the Application under Keuangan → Riwayat saldo (Finance → Balance history). Our admin responds to disputes through the Application.

Receipts for Users are issued by us and state the Partner Organisation as the trip provider. Partner Organisations must not issue any other bill to the User for the same Order.

Each party bears its own tax obligations in accordance with the Applicable Laws and Regulations.

Crew Pay is set by the Partner Organisation, not by us, and is displayed to the Volunteer Crew Member before the Volunteer Crew Member accepts the Order. An amount that has not yet been set is displayed as "belum ditentukan" ("not yet determined").

If a facility for paying Crew Pay through the Application is available, the Partner Organisation may use it. The amount paid through that facility is deducted from the Partner Organisation's Settlement Balance and recorded as an amount that we must pay to the Volunteer Crew Member. The Partner Organisation marks "Lewati" ("Skip") if the Crew Pay has been paid outside the Application.

Crew Pay records are the Partner Organisation's records. We are responsible only for amounts that have been recorded as amounts that we must pay to the Volunteer Crew Member.

The facility referred to in Article 11.2 is operated in accordance with the Applicable Laws and Regulations on payment systems. We may change, limit, discontinue, or transfer the operation of that facility to a licensed payment service provider with notice to Partners, without reducing the amounts already recorded as our obligations.

The Owner may limit the amount of Crew Pay that a Manager may set.

Tips are voluntary from Users and are available only on Orders paid with a GoPay account linked by the User. Tips are received in full by the Crew and divided equally if there is more than one person; any remainder of the division in whole rupiah is given to the Crew member who served first. The processing fee for tip payments is borne by us.

The Settlement Balance is withdrawn to a bank account or GoPay account in the name of the Partner Organisation or Volunteer Crew Member concerned. The account holder's name is verified through our payment service provider before the first withdrawal.

Withdrawal of a Partner Organisation's Settlement Balance may be requested only by the Owner.

The minimum withdrawal amount and its fee are displayed in the Application before a withdrawal is requested. One withdrawal per week is free of charge. Withdrawals are processed through our payment service provider.

A bank account may be removed once no withdrawal is being processed.

Partners must not charge more than the amount displayed in the Application, ask for tips, or transact outside the Application with Users for Orders forwarded through the Application.

Partners must serve every User without discrimination. Social Service Orders are carried out to the same standard as paid Orders.

Incidents, including accidents, violence, and lost items, must be reported through the Application and are handled by our safety team.

Conduct reports and sanctions are recorded on the account. A suspension is always accompanied by reasons, and the Partner may appeal through the Application. Penalty points decrease automatically after 30 days without a new violation.

Actions taken automatically by the system, such as ending Standby status because of a fake location or an unusual-pattern flag, may be reviewed by our personnel at the Partner's request through the Application or through our Data Protection Officer.

We are the Personal Data Controller for data processed through the Nadi platform. The Partner Organisation is a separate Personal Data Controller for the Personal Data of Users that the Partner Organisation records and stores for its own purposes, including the medical records that a Partner Organisation that is a health care facility must maintain.

The Data Sharing Annex in the PKS governs at least the purposes of data use, safeguards, retention periods, notification to us in the event of a Personal Data protection failure, and cooperation in responding to requests from Personal Data subjects.

User data is displayed to Partners as follows:

Partners must not copy, photograph, store outside the Application, or disseminate the data referred to in Article 14.3, including to the Partner Organisation's messaging groups, except for record-keeping that the Partner Organisation is required to carry out under the Applicable Laws and Regulations and in accordance with the Data Sharing Annex.

Notes written by the Crew about a pickup must be factual and related to the trip. Users are entitled to request them.

Partners' Personal Data is processed as described in the Privacy Notice.

A breach of this Article may constitute a violation of Law Number 27 of 2022 on Personal Data Protection and may result in termination of the account, without diminishing the Partner's legal liability.

A Partner Organisation may temporarily stop accepting Orders through Mode libur (Holiday mode), and may stop entirely at any time after the Orders in progress are completed and the bills in the Ledger are paid.

Volunteer Crew Members and Managers may request deletion of their account through the Profil → Hapus akun (Profile → Delete account) menu. Orders in progress must be completed and the Settlement Balance must be settled or withdrawn first.

We have the right to suspend or terminate the account of a Partner who breaches these Terms, stating the reasons and providing a channel of appeal. Orders in progress are completed first.

Payment and confidentiality obligations arising before termination continue to apply after it.

The Partner Organisation is responsible for vehicles, Crew, medical procedures, insurance, and compliance with the licensing that applies to ambulances and funeral vehicles.

We are responsible for our platform Services, namely the Fares displayed, the forwarding of Orders, the receipt and recording of payments, and payment of the Settlement Balances that are our obligation.

We do not guarantee the number of Orders, and to the extent permitted by the Applicable Laws and Regulations, we are not liable for losses because Orders do not come in.

We may amend these Terms. Each version is given a version number and an effective date, and is recorded in the Revision History.

Material changes, including changes to the Commission, the Service Fee, the bill limit, the waiting fee, the payment deadline, payment methods, or Partners' obligations, are notified through the Application before their effective date and apply to each Partner after the Partner agrees to them through the consent screen referred to in Article 1.3. Mere use of the Application, without that consent, is not deemed agreement to material changes.

Changes to the Service Fee, the Commission, the bill limit referred to in Article 10.7, or the waiting fee take effect at least 14 (fourteen) days after they are notified to Partner Organisations through the Application.

Changes do not apply to Orders accepted before their effective date.

Figures in these Terms that are drawn from our system settings are displayed as they apply at the time the document is read. Changes to those figures are subject to Article 17.2 and Article 17.3.

A Partner who does not agree to a material change may stop using the Nadi Mitra application as set out in Article 15.

These Terms are governed by and construed in accordance with the laws of the Republic of Indonesia.

Disputes are first settled by musyawarah untuk mufakat (amicable deliberation to reach consensus) within 30 (thirty) days after either party gives written notice of the dispute.

If deliberation does not reach agreement, the dispute is submitted to Pengadilan Negeri Jakarta Timur.

Notices to Partners are delivered through the Application, WhatsApp messages to the account number, or the registered email address. Notices to us are delivered through the contacts in Article 21.

If any provision of these Terms is declared invalid or unenforceable, the remaining provisions continue in full force.

Partners may not assign their rights and obligations under these Terms without our written consent.