Customer Service Fulfillment Policy
Last Updated: 06 / 11 / 2025
This Customer Service Fulfillment Policy outlines how bookings are processed and how service delivery works between the customer, the rental operator, and Yella Ride LLC ("YalaRide," "platform," "we").
YalaRide is a platform that connects customers with independent rental operators.
We facilitate the booking and payment, but we do not own or operate the vehicles.
1. Role of YalaRide (Platform)
YalaRide is responsible for:
- Providing a secure online booking platform (website & app)
- Displaying available cars listed by rental operators
- Collecting rental payments from customers
- Sharing booking details with the operator
- Providing customer support for booking-related issues
YalaRide ensures:
- Transparent pricing
- Clear rental rules
- Verified operators (business verification and vehicle documentation)
We ensure the process is smooth — operators handle the physical service.
2. Role of the Rental Operator
The rental operator is responsible for:
| Operator Responsibility | Includes |
|---|
| Vehicle availability & maintenance | Clean vehicle, no mechanical issues |
| Document verification | Customer ID, driver's license, age requirement |
| Security deposit handling | Charged and refunded directly by the operator |
| Contract & vehicle handover | Rental agreement, vehicle inspection |
Operators must follow YalaRide's framework and rules, but they may have variations for deposit policies.
3. Booking Confirmation Process
Once a customer completes a booking:
- Customer selects a vehicle and pays via YalaRide.
- YalaRide sends booking details to the operator.
- The operator verifies customer information (license validity, age, etc.).
- The operator confirms the booking within the required timeframe.
If the operator fails to confirm, YalaRide:
- Assigns a replacement vehicle (if available), or
- Issues a refund (as per Refund Policy)
4. Vehicle Pickup Process
At the pickup location:
✅Customer presents:
- Valid driver's license
- Government-issued ID
- Payment card (if required by operator policies)
✅Operator conducts:
- Vehicle walk-around inspection
- Contract signing (if required)
- Security deposit procedure (operator controlled)
📌 YalaRide provides booking documentation, but the operator controls the vehicle handover.
5. During the Rental
The operator remains the point of contact for:
- Vehicle condition
- Breakdown or accidents
- Extensions or changes to the rental
YalaRide assists with:
- Communication support via app/website
- Escalation handling if operator is unresponsive
6. After the Rental (Vehicle Return)
At return:
- Operator conducts final inspection
- Operator refunds the security deposit (not YalaRide)
- Any extra charges (traffic fines, fuel shortage, damages) are settled directly by operator
YalaRide may intervene only if:
- Rates differ from what was shown on the platform
- The operator violates YalaRide rules
7. Service Failure Situations
If the operator cannot provide the booked vehicle due to:
- Unavailability
- Mechanical failure
- Overbooking
YalaRide will:
- Offer an alternative vehicle from another operator (free upgrade where possible), or
- Provide a full refund to the customer
8. Support & Escalations
For help or disputes:
Our support team assists, but operators are fully responsible for vehicle quality and fulfillment.
