Terms & Conditions
Effective Date: 7 July 2026
These Terms & Conditions ("Terms") govern your use of the Commute website and any transport services provided by Commute.
By accessing our website, submitting an enquiry or using our services, you agree to these Terms.
1. About Commute
Commute provides dedicated non-emergency healthcare transport services designed to support patients, families and healthcare providers.
Our services may include transport for dialysis, recurring treatment, medical appointments and other healthcare-related journeys.
Commute is not an ambulance service or emergency medical provider.
If you require urgent medical assistance, please contact your local emergency services immediately.
2. Booking Enquiries
Transport enquiries may be made by phone, WhatsApp, our website or through an authorised healthcare provider.
Submitting an enquiry does not guarantee a booking.
All bookings remain subject to vehicle availability, scheduling and operational requirements.
Commute reserves the right to accept or decline bookings where we are unable to safely or reasonably provide the requested service.
3. Transport Services
Commute may offer different transport arrangements depending on a customer's location, treatment schedule, operational availability and individual support requirements.
The transport option recommended may change over time as our services continue to develop. Where appropriate, Commute will discuss any recommended changes with the customer before they take effect.
4. Pricing
Transport pricing varies depending on factors including distance, scheduling requirements, operational considerations and the transport arrangement provided.
Pricing will be confirmed before a booking is accepted.
Any prices shown on our website, brochures or promotional materials are indicative only unless otherwise stated.
Commute reserves the right to update pricing from time to time.
5. Payment
Payment arrangements will be agreed before transport services commence unless otherwise agreed in writing.
Commute may offer prepaid transport options from time to time.
Any remaining prepaid balance may be applied to future eligible transport services in accordance with these Terms.
6. Booking Changes & Cancellations
We understand that healthcare appointments may change unexpectedly.
Customers should notify Commute as soon as possible if they need to change or cancel a booking. Where sufficient notice is provided, we will make reasonable efforts to reschedule the booking, subject to availability.
Where insufficient notice is provided, Commute reserves the right to apply reasonable cancellation charges or deduct the value of the booked service where resources have already been committed.
7. Changes to Transport Arrangements
As our services continue to develop, customers may become eligible for
alternative transport arrangements. Where a customer chooses to change between available transport options, Commute will apply any remaining prepaid balance fairly towards future eligible services. Any pricing adjustments will be explained and agreed before the revised arrangement begins.
8. Refunds
Refund requests will be assessed fairly and in accordance with these Terms and any applicable consumer laws. Approved refunds will normally be processed using the original payment method within 14 business days where possible.
If prepaid services can no longer be used due to significant changes in the customer's circumstances, including serious medical changes or the customer's passing, Commute will work with the customer or their authorised representative to determine an appropriate outcome.
Where a refund is approved following the customer's passing, any remaining prepaid balance may be refunded to the customer's estate or another person legally authorised to receive the refund. Commute may request reasonable documentation before processing a refund.
9. Customer Responsibilities
Customers agree to provide accurate booking information, including pickup details, destination, appointment times and any information reasonably required to provide transport safely. Customers should advise Commute of any mobility, accessibility or support requirements before travel. Customers are expected to treat our drivers and staff with courtesy and respect.Commute reserves the right to refuse or discontinue service where abusive, threatening or unsafe behaviour occurs.
10. Mobility Assistance
Our drivers are happy to provide reasonable assistance to help passengers safely enter and exit the vehicle where appropriate. Customers must advise Commute in advance if additional assistance or accessibility support is required. Commute reserves the right to decline transport where requested assistance exceeds what can reasonably be provided safely.
11. Delays
Commute will make every reasonable effort to arrive on time. However, delays may occasionally occur due to traffic conditions, weather, road closures, healthcare scheduling changes or other circumstances beyond our control. Where practical, customers will be kept informed of significant delays.
12. Healthcare Information
To provide appropriate transport services, Commute may collect limited information relating to appointment times, treatment schedules, mobility requirements and emergency contact details where provided. Commute does not provide medical advice or medical treatment.
Our drivers are not healthcare professionals.
13. Healthcare Provider Referrals
Healthcare providers may refer patients to Commute with the customer's knowledge or consent where appropriate.
Any transport arrangements remain subject to customer confirmation, availability and these Terms.
14. Website Information
We make reasonable efforts to ensure the information on our website is accurate and up to date. However, Commute does not guarantee that all information will always be complete, current or error free.
Website content may be updated without prior notice.
15. Intellectual Property
Unless otherwise stated, all content on this website, including text, graphics, branding, logos, photographs and designs, remains the property of Commute. No content may be reproduced, copied or distributed without prior written permission.
16. Limitation of Liability
Commute provides transport services with reasonable care and skill. To the maximum extent permitted by law, Commute is not liable for indirect, incidental or consequential losses arising from the use of our website or services. Nothing in these Terms excludes any rights that cannot legally be excluded under applicable law.
17. Privacy
Your personal information is handled in accordance with our Privacy Policy.
By using our website or services, you acknowledge that you have read our Privacy Policy.
18. Changes to These Terms
Commute may update these Terms from time to time.
The latest version will always be available on our website.
Your continued use of our website or services constitutes acceptance of any updated Terms.
19. Governing Law
These Terms are governed by the laws of Malaysia. Any disputes arising under these Terms will be subject to the jurisdiction of the Malaysian courts.
20. Contact Us