General Terms of Use

These General Terms of Use (the "General Terms") constitute a valid and binding electronic agreement between you as a User and Nadi ("we", "us" or "our"), the owner and operator of Nadi, regarding the use of the Application and the Services. The identity of the parties is set out in Article 3.

You agree to the Terms by continuing on the Account registration screen. That screen displays, directly below the button to continue, a statement that you are 18 (eighteen) years of age or older, agree to the Terms, and declare that you have read Nadi's Privacy Notice, together with links to both documents. Your consent and declaration are recorded together with the document version and the time.

If a new version of the Terms or the Privacy Notice is issued, the statement referred to in Article 1.2 is displayed again the first time you proceed with an order after the new version takes effect, and your consent and declaration are recorded again as set out in Article 16.

These General Terms, the Specific Terms of the relevant Service, and the Service Policy form one inseparable whole (together, the "Terms"). The Privacy Notice is a notice about the Processing of your Personal Data and is not part of your agreement to the Terms. Consent to the Processing of health data and consent to receiving promotional material are requested separately and explicitly as set out in the Privacy Notice.

If you do not agree to the Terms, you may not register an Account or order any Service other than SOS.

SOS may be used by anyone, with or without an Account, without first agreeing to the Terms. The Specific Terms for the SOS Service and the prohibition on misuse of SOS in Article 9 continue to apply to every use of SOS, to the extent permitted by the Applicable Laws and Regulations.

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

The Services are operated by:

The User's identity is the name and WhatsApp number registered on the Account or given when placing the Order. The identity of the Partner Organisation carrying out the Order is displayed in the Application after the Partner Organisation accepts the Order or, for an Out-of-Town Trip, on each Bid before you choose, and is stated on the Receipt.

Nadi is a platform that connects Users with Partner Organisations. We do not own ambulances or funeral vehicles, do not employ Crew, and are not a health care facility. We do not provide diagnosis, treatment, or medical procedures.

The trip, together with the actions taken by the Crew during the trip, is a service of the Partner Organisation carrying out the Order. The Partner Organisation is responsible for its vehicles, equipment, Crew, medical procedures, and licences.

We act as the collection agent of the Partner Organisation, meaning that we receive payment of the Fare from you for and on behalf of the Partner Organisation. Payment you make through a payment method in the Application, or in cash to the Crew in the amount displayed in the Application, discharges your obligation to pay that amount to the Partner Organisation. The Service Fee is our own fee.

We ourselves handle payment, issuance of Receipts, refunds, and complaints for every Order, including complaints about the performance of an Order by a Partner Organisation, as set out in the Service Policy.

The Services are not the Government emergency service. If no unit is available, you can call 119. We do not guarantee the availability of the fleet at any particular time, and the estimated time of arrival displayed in the Application is an estimate, not a guarantee.

Registering an Account requires an active and valid WhatsApp number that belongs to you. The verification code (OTP) sent to that number is confidential and must not be given to anyone, including anyone claiming to be us.

One Account may be used by one person only. You are responsible for the Orders and actions made through your Account, except those that occur because of our fault or negligence.

An Account holder must be at least 18 (eighteen) years of age and legally competent to perform legal acts. By continuing on the registration screen, you declare that you meet these requirements.

A child under 18 (eighteen) years of age may not have an Account. Orders for a child are placed by a parent or guardian, who provides the child's data and gives consent on the child's behalf. SOS may still be used by anyone, including a child, in an emergency.

If you know that an Account is owned or used by a child under 18 (eighteen) years of age, or that the Application is being misused against a child, you may report it through the Bantuan (Help) menu in the Application or to our Data Protection Officer at halo@nadisehat.id. We examine every report and, if the report is substantiated, suspend that Account and delete it in accordance with the Privacy Notice.

You may order Services for another person. You must ensure that the Patient or their family knows that the Crew is coming and knows who is paying. If you provide another person's Personal Data, including their health data, you declare that you are authorised to provide it, for example as their parent or guardian or with that person's consent, or that you are providing it to protect that person's vital interests.

Orders for Services other than SOS are placed through an Account on the Nadi Pasien application or through an Operator as referred to in Article 4.8. SOS Orders without an Account are identified through the telephone number you provide and a code stored on your device. If the device cannot be accessed, contact our customer service, stating the Order number or the telephone number used.

Orders other than SOS may be placed through an Operator, by telephone or WhatsApp, on the following terms:

Orders are forwarded to Partner Organisations that cover the pickup point and have a unit suited to the Service and class ordered. The availability of Partner Organisations and units is not guaranteed.

Once an Order is accepted, the Application displays the name of the Partner Organisation, the names and approved photos of the Crew, the vehicle registration number, the trip stage, and the position of the ambulance while the trip is in progress.

You must:

Changes of destination are governed as follows:

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. The price of the additional service is notified to you through the Application.

Any price increase after the Order is placed, whether because of a new destination set by the Operator as referred to in Article 5.4 point (b) or because of an additional service as referred to in Article 5.5, takes effect only after you confirm it in the Application. Until you confirm it, the Order continues to use the agreed Fare.

The Fare does not cover the charges of the health care facility at the destination, and an Order does not guarantee that the destination health care facility will admit the Patient.

Fares are set according to the fare card published on the fares page and displayed in the Application. A price breakdown is displayed before you place an Order.

The price displayed before you order already includes the Service Fee of 5 % of the Fare and applicable taxes, and is rounded to a multiple of Rp500. That price is the agreed price and the amount you pay, unless a change occurs as referred to in Article 6.4.

In-City Trips are calculated from a base fee plus a per-kilometre rate according to the fare card, subject to a minimum fare. Out-of-Town Trips are priced through Bids as set out in the Specific Terms for the Medical Transport Service. The Event Standby Service is calculated on the basis of time as set out in the Specific Terms for the Event Standby Service.

The price is locked when you place the Order or, for an Out-of-Town Trip, when you select a Bid, and may change only because of:

A waiting fee applies on round trips while the Crew waits at the destination. The first 60 minutes are free of charge; after that, Rp30,000 is charged for each commenced hour. Waiting time is counted until you press "Siap dijemput" ("Ready for pickup") in the Application, the Crew marks that the Patient is ready, or the trip ends, and for no more than 10 hours.

The SOS Service and the Social Service are not subject to any Fare or Service Fee. The Social Service is limited and depends on the availability of Partner Organisations.

Figures in the Terms that are drawn from our system settings, such as the Service Fee percentage and the waiting fee, are displayed as they apply at the time the document is read. A change to the Service Fee or the waiting fee is a material change as referred to in Article 16.2, takes effect at least 7 (seven) days after it is notified through the Application, results in a new version of the Terms so that the statement in Article 1.2 is displayed again, and does not apply to Orders already placed.

Payment is currently made in cash.

The only valid payment methods are those displayed on the Order. Non-cash payments are processed by our payment service provider, and the Order status is updated once payment is confirmed, without the need to send proof of transfer.

For cash payments, the Crew collects exactly the amount displayed in the Application. The Crew is prohibited from collecting any other amount. If you are charged more, you are entitled to refuse the difference and report it to our customer service.

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

Receipts are issued by us in the Application after the Order is completed, stating the Partner Organisation as the trip provider and us as the platform operator. Provisions on Deposits, refunds, complaints, Receipts, and tips are set out in the Service Policy.

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 8.1 are refunded in full in accordance with the Service Policy.

After the Crew arrives at the pickup point, the Order is carried out. If you or the Patient is present but decides not to continue the trip, the Order is closed free of charge and funds already paid are refunded in accordance with the Service Policy. If you and the Patient are not present, Article 8.4 applies.

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 as set out in Article 15.

Cancellation by a Partner Organisation incurs no charge to you. Another Partner Organisation is sought for the Order or, for an Out-of-Town Trip, you may select another Bid. Funds paid for an Order that does not proceed are refunded in accordance with the Service Policy.

We have the right to refuse or cancel an Order that breaches Article 9, notifying you of the reason. Funds paid for that Order are refunded in accordance with the Service Policy.

You must not:

A breach of this Article may result in refusal of Orders, or restriction, suspension, or termination of the Account as set out in Article 15. Repeated false SOS requests may be flagged and may be refused.

Ratings, comments, and reports that you submit through the Application ("User Content") remain yours. By submitting them, you grant us the right to store them, display them to the Partner Organisation and Crew concerned, and use them to handle complaints and improve the Services.

You represent and warrant that User Content is true, does not infringe the rights of other parties, and does not contain anything contrary to the Applicable Laws and Regulations. We have the right not to display User Content that breaches this Article.

The Application, the Nadi name and logo, the design, and all content in the Application are the intellectual property of us or our licensors and are protected by the Applicable Laws and Regulations.

We grant you a limited, non-exclusive, non-transferable, and revocable licence to use the Application solely to place and follow Orders in accordance with the Terms.

You must not use the Nadi name or logo without our written consent.

Notices regarding the Account and Orders are delivered through the Application, mobile notifications, WhatsApp messages to your number sent through a WhatsApp messaging service provider (Fonnte), or the email address you have registered, and are deemed received when sent to that number or address.

Notices regarding Orders, including verification codes, changes in trip stage, schedule and payment reminders, and rating requests, are necessary to carry out Orders and are not promotional material.

Promotional material is sent to you only if you turn on the promotional setting in the Application. That setting is off by default, you may turn it off at any time, and promotional material is not inserted into notices regarding Orders.

Notices from you to us are delivered through the contacts referred to in Article 20.

The Partner Organisation carrying out an Order is responsible for medical procedures, the condition and roadworthiness of the vehicle, the safety of the trip, and the conduct of the Crew.

From a date set and announced by us, Partner Organisations must hold vehicle insurance and passenger accident insurance as a condition for accepting paid Orders, as set out in the Partner Terms. If an accident or loss occurs during a trip, we provide you with the identity of the Partner Organisation and the Order records needed to file a claim.

We are responsible for our own platform Services, namely the accuracy of the price displayed, the forwarding of Orders, the receipt and recording of payments, the issuance of Receipts, refunds, complaint handling, and the protection of Personal Data in accordance with the Privacy Notice.

We do not guarantee the availability of the fleet, punctual arrival times, or an Application free from disruption.

To the extent permitted by the Applicable Laws and Regulations, our liability for losses arising from our platform Services is limited to direct losses caused by our fault or negligence.

The Terms do not diminish your rights as a consumer under Law Number 8 of 1999 on Consumer Protection and other Applicable Laws and Regulations.

We and Partner Organisations are not deemed to be in default for any failure or delay in carrying out an Order caused by circumstances beyond reasonable control, including natural disasters, floods, riots, widespread telecommunications network disruption, or Government action.

Funds paid for an Order that is not carried out because of force majeure are refunded in accordance with the Service Policy.

You may stop using the Services at any time and request deletion of your Account as set out on the Account Deletion page.

We have the right to restrict, suspend, or terminate an Account that breaches the Terms, including for repeated no-shows or misuse of SOS, notifying the reason through the Application or WhatsApp. Orders in progress are completed first.

You may object to the restriction, suspension, or termination of your Account through our customer service. Objections are reviewed by our personnel, not solely by the system, and you are notified of the outcome.

We may amend the Terms to reflect changes to the Services or to the Applicable Laws and Regulations. Each version is given a version number and an effective date, and is recorded in the Revision History.

Material changes, namely changes that add to your costs or obligations, change the provisions on Fares, Service Fees, the waiting fee, payment, Deposits, cancellation, refunds, liability, or dispute resolution, or reduce your rights, are notified through the Application before their effective date. Changes to the Service Fee or the waiting fee are notified at least 7 (seven) days before their effective date.

Material changes result in a new version of the Terms and apply to you after you agree to them through the statement referred to in Article 1.3. Mere use of the Application, without that agreement, is not deemed agreement to material changes.

If you do not agree to a material change, you cannot place new Orders other than SOS, and you may end your use of the Services and request deletion of your Account. Orders in progress continue to be completed under the version of the Terms in force when the Order was placed.

Changes do not apply retroactively and do not apply to Orders placed before their effective date.

Non-material changes, such as editorial corrections, contact updates, or changes that solely benefit you, apply from the date stated on the new version.

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

Any dispute arising from the Terms or the Services is first settled by musyawarah untuk mufakat (amicable deliberation to reach consensus) through our customer service within 30 (thirty) days of receipt of your complaint.

If deliberation does not reach agreement within that period, you may, at your option, submit the dispute to:

This Article does not diminish your right to pursue other legal remedies under Law Number 8 of 1999 on Consumer Protection and other Applicable Laws and Regulations.

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

You may not assign your rights and obligations under the Terms without our written consent. We may assign our rights and obligations to a party that continues the operation of the Services, with notice to you and without diminishing your rights under the Terms.

Failure to exercise a right under the Terms does not constitute a waiver of that right.

The Terms, together with the documents referred to in them, constitute the entire agreement between you and us regarding the use of the Application and the Services.