Specific Terms for the SOS Service

The SOS Service ("SOS") is a feature in the Nadi Pasien application for requesting an ambulance in an emergency without first choosing a Service, vehicle class, or destination.

SOS is not the Government emergency service. If no unit is available, you can call 119.

In the event of any conflict between these Specific Terms and the General Terms, these Specific Terms prevail for SOS.

SOS is not subject to any Fare, Service Fee, Deposit, or payment in any form.

SOS may be used by anyone, with or without an Account, including for another person and for a child. Use of SOS does not require registration, agreement to the Terms, or a declaration of age.

The Personal Data you provide through SOS is processed to protect the vital interests of the person who needs help, as described in the Privacy Notice.

SOS Orders without an Account are identified through the telephone number you provide and a code stored on your device.

When you send an SOS, the telephone number, location, and information you provide are forwarded immediately to the Operator. The Operator confirms the emergency and offers the Order to the nearest Partner Organisation unit that is on standby.

The Operator will try to contact you through the number you provided to confirm the location and the situation. While you wait for the Crew to arrive, the Operator will also try to contact you if the Application stops responding.

The destination is determined by the Crew based on the condition of the person being helped and the nearest health care facility able to admit them, and is recorded when the Order is completed.

We do not guarantee the availability of a unit or any particular arrival time. While waiting, you may still call 119.

Requests that are not an emergency, or that are outside the coverage of the available units, may be refused. The reason for refusal is recorded and notified to you.

For needs that are not an emergency, you may place a Medical Transport Service Order through an Account, or request the Social Service, which is limited and depends on the availability of Partner Organisations.

Use of SOS for purposes that are not an emergency constitutes a breach of Article 9 of the General Terms. Such requests may be flagged, and repeated false requests may be refused.

Repeated SOS requests from the same number or Account may be flagged for review by the Operator. Such flagging does not by itself refuse your request.

We have the right to impose a limit on the number of SOS requests within a period of 30 (thirty) days for a single number or Account. If such a limit applies and is reached, the Application tells you so and directs you to order another Service or call 119.

We have the right to restrict an Account or number that misuses SOS as set out in Article 15 of the General Terms, notifying the reason and providing a channel for objection.

SOS Orders are offered by the Operator to standby units that the Partner Organisation has declared as accepting SOS Orders, within the limits of the SOS eligibility we set for that Partner Organisation. A unit that accepts an SOS Order must give it priority.

The Crew and Partner Organisations must not charge or request payment, a Deposit, a tip, or compensation in any form from the User for an SOS Order. A Partner Organisation that is a health care facility must also comply with the prohibition on refusing patients and on requesting advance payment in an emergency, as set out in the Applicable Laws and Regulations in the health sector.

The Crew determines the destination based on the condition of the person being helped and the nearest health care facility able to admit them, and records it when the Order is completed.

SOS Orders are not subject to Commission.

Matters not governed by these Specific Terms, including governing law, dispute resolution, and changes, are subject to the General Terms for Users and to the Partner Terms for Partner Organisations and Crew.

These Specific Terms are made in Indonesian and English, and if there is any difference in interpretation between the two, the Indonesian version prevails.