Specific Terms for the Medical Transport Service

The Medical Transport Service is the transport of a Patient by a Partner Organisation's ambulance from the pickup point to the destination, within the city or out of town, for example for check-ups, dialysis, referrals, or discharge from a health care facility.

In these Specific Terms:

The vehicle classes and equipment available are determined by the Partner Organisation that accepts the Order. Medical procedures during the trip are performed by the Crew according to the standards and authority of the Partner Organisation. We do not provide medical procedures.

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

The Fare for an In-City Trip is calculated from a base fee plus a per-kilometre rate according to the fare card, subject to a minimum fare, and is displayed before you order.

An Order may be placed for immediate service or as a Scheduled Order. A Scheduled Order is forwarded to Partner Organisations 3 hours before the scheduled time. Before then, you may change or cancel it yourself through the Application.

We send a reminder through the Application before the time of a Scheduled Order.

On a Round Trip, the Crew waits for the Patient at the destination and takes the Patient back. Waiting time is subject to the waiting fee as set out in Article 6.5 of the General Terms. You press "Siap dijemput" ("Ready for pickup") in the Application when the Patient is ready to be taken back.

Each trip in a Recurring Order is ordered and billed separately. You may cancel a single date or the entire series.

Out-of-Town Trip Orders are forwarded to Partner Organisations that cover the pickup point so that they can submit Bids.

Partner Organisations submit Bids within 30 minutes. Each Bid displays the identity of the Partner Organisation, the price, and its notes. You select one of the Bids.

The Bid price is all-inclusive, meaning that it already includes tolls, ferry crossings, Crew costs, and the Service Fee. Once you select it, that price is locked for both parties and cannot be renegotiated, increased, or reduced.

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, through the available non-cash payment methods, within 15 (fifteen) minutes after the Bid is selected. If the Deposit is not paid within that time, your selection is released and you may select another Bid.

The remaining price is paid in cash to the Crew at pickup, before the trip begins, in the amount displayed in the Application.

Out-of-town round trips are offered as a single price for both directions.

Deposits do not apply to the SOS Service. In an emergency, use SOS or call 119.

If no Bid has been selected and paid within 2 (two) hours after an Out-of-Town Trip Order is placed, the Order is cancelled automatically, free of charge.

You request a change of destination through the Operator, namely through Chat dengan CS (Chat with CS) in the Bantuan (Help) menu, WhatsApp, or telephone. Changes of destination are not requested through the Application.

For In-City Trips, the Operator handling the Order may set a new destination, and the Fare is adjusted according to the difference in distance and notified to you through the Application, subject to Article 5.5.

For Out-of-Town Trips, the destination may be changed only by the Operator for medical reasons, and the Bid price you selected does not change, as referred to in Article 4.3.

At your request through the Operator, the Operator may add additional services that are charged according to the fare card, for example a round trip, as set out in Article 5.5 of the General Terms.

A price increase because of a new destination as referred to in Article 5.2 or because of an additional service as referred to in Article 5.4 takes effect only after you confirm it in the Application. Until you confirm it, the Order continues to use the agreed Fare.

You may cancel an Order at any time before the Crew arrives at the pickup point, free of charge, as set out in Article 8 of the General Terms and in the Service Policy.

If the Partner Organisation whose Bid you selected cancels, you are not charged, the Deposit is refunded in accordance with the Service Policy, and you may select another Bid.

In-City Trip Orders are offered to Partner Organisations that cover the pickup point. A Partner Organisation that accepts an Order must confirm the Crew within 5 minutes, and Crew who are offered an Order must respond within 60 seconds. If the deadline passes, the Order is forwarded to another Partner Organisation or other Crew.

For Out-of-Town Trip Orders, the Partner Organisation submits an all-inclusive Bid as referred to in Article 4.3. A Bid may be changed or withdrawn only before it is selected by the User and after 5 (five) minutes from its submission.

Partner Organisations and Crew must not request any additional payment in any form beyond the amount displayed in the Application.

The unit carrying out an Order is designated when the Order is accepted. Replacement of the unit is done through the crew panel in the Application.

The Crew must update the trip stage in the Application in line with what actually happens, namely arrived at the location, departed for the destination, waiting, taking back, and completed. These stages are read by the User and the Operator and are used to calculate the bill.

The Crew 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, as referred to in Article 5. Crew who learn that the destination needs to be changed must tell the Operator and must not change the destination themselves. A full emergency department is reported through the Application so that other Crew are aware of it.

On a Round Trip, the Crew waits at the destination and marks in the Application when the Patient is ready, so that the waiting-time count stops.

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

For cash payments, the Crew collects exactly the amount displayed in the Application and hands it over to the Partner Organisation.

For Out-of-Town Trips, the remaining price is collected at pickup, before the trip begins, in the amount displayed in the Application.

Toll and parking costs actually incurred on In-City Trips are recorded through the Application, subject to the limits referred to in Article 6.4 of the General Terms.

Commission on Out-of-Town Trips is calculated from the higher of the Bid price and the lower limit of the reference price, as set out in the Partner Terms.

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.