User Agreement

Company: Gold-Cheers Holding (M) Sdn. Bhd.
Brand / Platform: Bestie

This User Agreement (“Agreement”) governs your access to and use of the Bestie mobile application, website, and related services, features, content, and promotions (collectively, the “Platform” or “Services”).

By creating an account, accessing the Platform, or using any Bestie Service, you confirm that you have read, understood, and agreed to be bound by this Agreement. If you do not agree, you must not access or use the Platform.

1. DEFINITIONS

In this Agreement, unless the context otherwise requires:

• “Bestie” means the digital platform operated by Gold-Cheers Holding (M) Sdn. Bhd. under the Bestie brand.
• “Company”, “we”, “us”, “our” means Gold-Cheers Holding (M) Sdn. Bhd. and its authorized representatives..
• “User”, “you”, “your” means any person who accesses, registers, browses, downloads, or uses the Platform or Services.
• “Partner” means any third-party service provider registered on the Platform, including but not limited to drivers, delivery partners, ambulance providers, car rental providers, and dignity care providers.
• “Rider” means a User requesting ride-hailing services through Bestie Ride.
• “Service Provider” means any independent person or entity that provides services through the Platform.
• “Services” means all services offered on the Platform, including:
• Bestie Ride (e-hailing)
• Bestie Go (parcel and item delivery)
• Bestie Aid (ambulance / emergency transport facilitation)
• Bestie Care (dignity care transport and related support)
• Bestie Way (car rental / vehicle rental services)
• Any other service introduced by Bestie from time to time
• “Booking” means a request made by a User through the Platform for a Service.
• “Fees” means any charges payable by the User for Services, including service fees, booking fees, cancellation fees, waiting fees, tolls, taxes, or other applicable charges.
• “Content” means all text, graphics, images, audio, video, software, trademarks, designs, icons, logos, and other materials on or through the Platform.

2. ABOUT BESTIE

Bestie is a multi-service technology platform designed to connect Users with independent Partners for transportation, delivery, emergency transport, dignity care, and vehicle rental services.

Bestie’s main focus is e-hailing through Bestie Ride, while also offering other services that support daily mobility and special service needs. Bestie aims to provide a convenient, safe, and user-friendly experience through a single mobile application.

3. ACCEPTANCE OF THIS AGREEMENT

By using the Platform, you confirm that:

• you are legally capable of entering into a binding agreement;
• you have read and understood this Agreement; and
• you agree to comply with all of its terms.

If you use the Platform on behalf of a company, organization, or other legal entity, you confirm that you are authorized to accept this Agreement on behalf of that entity.

4. CHANGES TO THIS AGREEMENT

We may update this Agreement from time to time to reflect:

• changes in our Services,
• legal or regulatory requirements,
• operational changes,
• safety or security improvements, or
• other business needs.

When we update this Agreement, we may notify you through the Platform, email, in-app message, or other reasonable means. Your continued use of the Platform after the updated Agreement becomes effective means that you accept the revised terms.

5. ELIGIBILITY

To use Bestie, you must:

• be at least 18 years old;
• have the legal capacity to enter into this Agreement;
• provide true, complete, and accurate information;
• maintain a valid phone number, email address, or other contact detail; and
• use the Services only for lawful purposes.

Some Services may require additional eligibility criteria, such as identity verification, driving license requirements, insurance requirements, vehicle requirements, or service-specific qualifications.

6. ACCOUNT REGISTRATION AND SECURITY

6.1 Registration

You may need to create an account to use some or all Services. You agree to provide accurate, current, and complete information during registration and to keep such information updated.

6.2 Account Security

You are responsible for:

• maintaining the confidentiality of your login credentials;
• all activity conducted through your account;
• informing us immediately if you suspect unauthorized access or misuse of your account.

6.3 Account Use

You must not:

• create multiple accounts to abuse promotions or evade restrictions;
• impersonate another person;
• use false identities or misleading information;
• allow another person to use your account without authorization.

6.4 Account Suspension

We may suspend, restrict, or terminate your account if we believe there is:

• fraud,
• illegal conduct,
• abuse of the Platform,
• safety risk,
• repeated policy violation, or
• any other reason we reasonably consider necessary to protect the Platform or Users.

7. DESCRIPTION OF SERVICES

7.1 Bestie Ride

Bestie Ride allows Users to request ride-hailing services from independent driver Partners.

7.2 Bestie Go

Bestie Go allows Users to request parcel, document, or item delivery services from independent delivery Partners.

7.3 Bestie Aid

Bestie Aid is a service to facilitate emergency transport or ambulance-related requests through independent Partners or third-party providers. Bestie is a technology platform and not a medical service provider.

7.4 Bestie Care

Bestie Care offers dignity care transport and related support arrangements handled with respect and sensitivity.

7.5 Bestie Way

Bestie Way allows Users to discover, book, or arrange vehicle rental services from independent vehicle owners or rental providers.

7.6 Other Services

We may add, modify, or discontinue Services from time to time. Any new or changed service may be subject to additional terms.

8. ROLE OF BESTIE

8.1 Platform Only

Bestie is a digital marketplace and technology intermediary. We do not:

• own most vehicles used by Partners,
• employ or control the conduct of Partners;
• guarantee the quality, safety, or reliability of Services;
• be responsible for the actions or omissions of Partners.

8.2 Independent Partners

Partners are independent third parties. Their availability, pricing, service quality, and operational conduct are primarily their responsibility, subject to Bestie’s policies and applicable law.

8.3 No Guarantee of Availability

We do not guarantee that a Partner will always be available, that a booking will always be accepted, or that a service will always be completed without interruption.

9. BOOKING PROCESS

9.1 Requesting a Service

You may place a Booking through the Platform by selecting the relevant service, entering the required details, and confirming your request.

9.2 Booking Confirmation

A Booking is not confirmed until it is accepted and/or matched through the Platform. We may refuse, cancel, or suspend a Booking if:

• the request is incomplete,
• the service is unavailable,
• the transaction appears suspicious,
• the User violates the Agreement, or
• there are operational or safety concerns.

9.3 Changes to Booking Details

You are responsible for entering correct pickup, drop-off, contact, parcel, or service information. If details are inaccurate or changed after confirmation, additional charges, delays, or cancellation consequences may apply.

9.4 Waiting Time

Partners may charge waiting fees if you are not ready at the agreed pickup point after a reasonable grace period.

9.5 Completion

A Booking is completed when the requested service has been performed or otherwise marked complete in the Platform or by the Partner.

10. PRICING, FEES, AND TAXES

10.1 Pricing Model

Fees may be based on factors such as:

• distance,
• duration,
• time of day,
• demand,
• service category,
• waiting time,
• tolls,
• special handling,
• urgency, or
• other variables shown in the Platform.

10.2 Upfront Fare or Estimated Fare

Where available, we may show estimated or upfront pricing before you confirm a booking. Final charges may change if:

• you alter the trip,
• you add stops,
• traffic conditions change,
• waiting time is incurred,
• tolls or parking are added,
• the job changes in scope.

10.3 Taxes

Any applicable taxes, levies, duties, or government-imposed charges may be added to your bill where required by law.

10.4 Payment Authorization

By confirming a Booking, you authorize Bestie and/or its payment partners to collect the applicable Fees from your chosen payment method.

10.5 Failed Payments

If payment fails, is reversed, or is rejected, we may suspend your access to certain Services until the outstanding amount is settled.

11. CANCELLATIONS, NO-SHOWS, AND REFUNDS

11.1 Cancellations by Users

You may cancel a Booking before completion, but cancellation fees may apply depending on the service, timing, and Partner status.

11.2 No-Show

If you are not available at the pickup location or cannot be reached, the Partner may mark you as a no-show and cancellation or waiting fees may apply.

11.3 Cancellations by Bestie or Partner

A Partner or Bestie may cancel a Booking due to:

• safety concerns,
• inaccurate information,
• technical errors,
• vehicle breakdown,
• weather conditions,
• legal restrictions,
• emergency incidents,
• other reasonable operational reasons.

11.4 Refunds

Refunds, if any, are subject to our internal policy and may depend on the facts of the case, the service type, and the circumstances of the cancellation or complaint.

11.5 Disputed Charges

If you dispute a charge, you should contact support promptly with relevant details and proof. We may investigate and make a decision based on available records.

12. USER OBLIGATIONS

You agree that you will:

• use the Platform lawfully and responsibly;
• provide accurate booking and account information;
• treat Partners, other Users, and Bestie staff respectfully;
• comply with all applicable laws, regulations, and traffic rules;
• not misuse the emergency or care features;
• pay all valid Fees due;
• check your belongings before and after a service;
• take reasonable care of vehicles, parcels, and property entrusted to you.

You are responsible for any loss or damage caused by your negligence, dishonesty, or misuse of the Services.

13. PROHIBITED CONDUCT

You must not use the Platform to:

• commit fraud, theft, or deception;
• harass, threaten, abuse, or assault any person;
• transport illegal, prohibited, dangerous, or unlawful items;
• request or perform unlawful transactions;
• manipulate prices, promotions, ratings, or accounts;
• damage vehicles, equipment, or property;
• interfere with the operation of the Platform;
• bypass payment, safety, or verification measures;
• upload malware, spam, or harmful code;
• impersonate another person or organization;
• use the Platform in any way that could harm Bestie, Partners, or other Users.

We may investigate suspected violations and take any action we consider appropriate, including account suspension, termination, reporting to authorities, or legal action.

14. SERVICE-SPECIFIC TERMS

14.1 Bestie Ride

You acknowledge that ride-hailing services are provided by independent driver Partners and that travel times, route choices, and service availability may vary.

You agree to:

• wear seat belts where available and required;
• follow safety instructions;
• not damage, litter, or smoke in the vehicle unless permitted;
• not harass the driver;
• not request unlawful stops or trips.

14.2 Bestie Go

For parcel and item delivery services, you agree to:

• provide accurate pickup and delivery details;
• ensure the package is properly packed and labeled where necessary;
• not send restricted or prohibited items;
• accept that the Partner may refuse to carry suspicious, unsafe, or unlawful items.

Bestie may restrict certain item categories for safety, legal, or policy reasons.

14.3 Bestie Aid

Bestie Aid facilitates emergency transport or ambulance-related services through independent providers. This service is designed to help connect Users with appropriate transport assistance.

You acknowledge and agree that:

• Bestie is not a hospital, doctor, or emergency medical authority;
• service availability may depend on provider coverage and operational conditions;
• life-threatening situations may require immediate contact with local emergency services directly;
• Bestie and its Partners may refuse or redirect requests where necessary for safety, legal, or operational reasons.

14.4 Bestie Care

Bestie Care is intended for dignity-sensitive transport or support services. You agree to provide accurate details, respectful instructions, and any special handling requirements needed for the service.

You must not use Bestie Care in a way that is abusive, insensitive, unlawful, or inconsistent with the dignity and respect the service is designed to uphold.

14.5 Bestie Way

For car rental services, you agree that:

• the rental provider’s own terms may also apply;
• you must hold a valid driving license where required;
• you are responsible for fuel, tolls, parking, fines, and compliance with road rules unless otherwise stated;
• you must return the vehicle in the condition and time agreed;
• you may be liable for damage, loss, late return, or unauthorized use.

15. PARTNER TERMS ACKNOWLEDGMENT

Where relevant, Users acknowledge that:

• Partners are independent service providers;
• Partners may have their own additional terms, policies, or requirements;
• Bestie may verify or onboard Partners but does not guarantee their conduct in every situation;
• Bestie may remove or suspend a Partner if required by policy, law, or safety concerns.

16. RATINGS, REVIEWS, AND FEEDBACK

The Platform may allow Users and Partners to rate each other or provide feedback.

You agree that:

• ratings and reviews must be truthful and based on actual experience;
• abusive, defamatory, fake, or retaliatory reviews are not allowed;
• we may remove or moderate reviews that violate our policies.

We may use ratings and feedback to improve service quality, safety, and platform integrity.

17. COMMUNICATIONS

By using the Platform, you agree that we may contact you through:

• email,
• SMS,
• push notifications,
• in-app messages,
• phone calls,
• or other reasonable communication channels.

These communications may include:

• booking confirmations,
• service updates,
• safety alerts,
• account notices,
• promotional content, where permitted by law and your preferences.

You are responsible for maintaining contact details that are accurate and reachable.

18. PROMOTIONS, VOUCHERS, AND DISCOUNTS

Bestie may offer promotions, discount codes, referral benefits, or vouchers from time to time.

Unless stated otherwise:

• promotions are non-transferable,
• promotions cannot be exchanged for cash,
• promotions may have expiry dates or usage limits,
• promotions may be withdrawn or changed without notice where allowed by law,
• misuse of promotions may result in forfeiture or account action.

19. INTELLECTUAL PROPERTY

All intellectual property rights in the Platform and its Content belong to Bestie or its licensors unless otherwise stated.

You must not:

• copy,
• modify,
• reproduce,
• distribute,
• sell,
• publicly display,
• reverse engineer,
• or create derivative works from the Platform or Content without our prior written consent.

Nothing in this Agreement gives you ownership rights in the Bestie brand, software, design, or Content.

20. USER CONTENT

If you upload, submit, or share content through the Platform, including text, images, feedback, documents, or other materials, you grant Bestie a non-exclusive, worldwide, royalty-free, transferable, sublicensable license to use, host, store, reproduce, modify, and display such content for operating and improving the Services.

You represent and warrant that:

• you own or have the necessary rights to submit the content;
• your content does not violate any law or third-party rights;
• your content is not false, misleading, harmful, or unlawful.

We may remove content that violates this Agreement or applicable law.

21. PRIVACY AND PERSONAL DATA

Your use of the Platform is also subject to our Privacy Policy.

Bestie may collect, process, use, and disclose personal data as necessary to operate the Services, manage accounts, process bookings, verify identity, improve safety, provide support, and comply with law. In Malaysia, the PDPA regulates the processing of personal data in commercial transactions.

You agree that:

• your location data may be used to match you with nearby Partners;
• service-related data may be shared with relevant Partners to fulfill a booking;
• we may retain transaction and usage data as needed for operations, dispute handling, legal compliance, or security;
• your rights regarding access and correction of personal data are handled according to our Privacy Policy and applicable law.

22. THIRD-PARTY SERVICES AND LINKS

The Platform may contain links, integrations, maps, payment gateways, or other services provided by third parties.

We do not control third-party websites or services and are not responsible for:

• their content,
• their availability,
• their terms,
• their privacy practices,
• or losses arising from your use of them.

Your use of third-party services may be subject to separate terms and conditions.

23. SAFETY, EMERGENCY, AND DISCLAIMERS

23.1 No Substitute for Official Emergency Services

Although Bestie may offer emergency-related services, Users remain responsible for contacting the appropriate emergency authorities in urgent or life-threatening situations.

23.2 User Safety

You should:

• confirm vehicle identity before entering;
• verify the Partner and vehicle details displayed in the Platform;
• share trip status with trusted contacts where appropriate;
• report any safety concerns or incidents immediately.

23.3 Sensitive Services

For sensitive services such as dignity care, Bestie expects respectful communication and conduct from all parties. Misuse of such services may result in immediate action..

24. WARRANTY DISCLAIMER

To the fullest extent permitted by law, the Platform and Services are provided on an “as is” and “as available” basis.

We do not warrant that:

• the Platform will always be uninterrupted, error-free, or secure;
• all information on the Platform will always be complete or accurate;
• every booking request will be accepted;
• every Partner will meet your expectations

We make no guarantee regarding the outcome, quality, timing, or suitability of any service provided by a Partner unless expressly stated in writing.

25. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Bestie, its directors, officers, employees, agents, affiliates, and licensors shall not be liable for:

• indirect, incidental, special, consequential, punitive, or exemplary losses;
• loss of profits, revenue, business, goodwill, or data;
• delays, cancellations, service interruptions, or technical failures;
• acts or omissions of Partners or other Users;
• damage caused by incorrect information, misuse, negligence, or unlawful conduct by Users.

Where liability cannot be excluded by law, our liability will be limited to the minimum extent permitted by applicable law.

26. INDEMNITY

You agree to indemnify, defend, and hold harmless Bestie and its related parties from and against any claims, liabilities, damages, losses, costs, and expenses arising out of or related to:

• your breach of this Agreement;
• your misuse of the Platform;
• your violation of law;
• your infringement of any third-party rights;
• your negligence or misconduct;
• any content or information you submit.

27. SUSPENSION AND TERMINATION

We may suspend or terminate your access to the Platform immediately or on notice if:

• you breach this Agreement;
• you provide false information;
• you engage in fraud or abuse;
• your conduct creates legal, safety, operational, or reputational risk;
• required by law or by a lawful order.

If your account is terminated:

• your right to use the Platform ends immediately;
• any outstanding payment obligations remain payable;
• provisions that should survive termination will continue to apply.

28. DISPUTE RESOLUTION

If a dispute arises, you agree to first contact Bestie support and attempt to resolve the matter in good faith.

If the dispute cannot be resolved informally, either party may pursue any legal rights available under applicable law.

Nothing in this Agreement prevents us from taking urgent action to protect Users, Partners, the Platform, or our rights.

29. GOVERNING LAW AND JURISDICTION

This Agreement shall be governed by and interpreted in accordance with the laws of Malaysia.

Subject to any mandatory legal requirements, the parties submit to the non-exclusive jurisdiction of the courts of Malaysia.

30. NOTICES

Any notices to Bestie must be sent to:

• Gold-Cheers Holding (M) Sdn. Bhd.
• 12-1, Jalan Seri Impian 8/1A, Bandar Seri Impian, Impiana Square, 86000 Kluang, Johor Darul Ta'zim
• Email: admin@goldcheers.com.my

We may provide notices to you through the Platform, email, SMS, or other reasonable communication method using your registered contact details.

31. SEVERABILITY

If any provision of this Agreement is found to be invalid, illegal, or unenforceable, that provision will be severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

32. NO WAIVER

If we do not immediately enforce any right or provision under this Agreement, that does not mean we have waived that right or provision.

33. ENTIRE AGREEMENT

This Agreement, together with the Privacy Policy and any service-specific terms, forms the entire agreement between you and Bestie regarding your use of the Platform, and supersedes prior understandings or communications on the same subject.

34. CONTACT US

If you have any questions about this Agreement, you may contact us at:

• Gold-Cheers Holding (M) Sdn. Bhd.
• 12-1, Jalan Seri Impian 8/1A, Bandar Seri Impian, Impiana Square, 86000 Kluang, Johor Darul Ta'zim
• Email: admin@goldcheers.com.my

ACKNOWLEDGMENT

By clicking “I Agree”, creating an account, or using the Platform, you confirm that you have read, understood, and agreed to be bound by this User Agreement.