Terms & Conditions

1. About Us

HV Concierge Pte Ltd (trading as "Hi Valet", and referred to in these Terms as "Hi Valet", "we", "us", or "our") is a personal driver service operating in Singapore. We provide drivers who drive customers and their own vehicles to a destination of their choice. Hi Valet is not a taxi or ride-hailing service — the customer's own vehicle is used at all times.

By making a booking with HV Concierge Pte Ltd via WhatsApp, phone call, or any other channel, you agree to be bound by these Terms & Conditions.

2. Service Hours

Hi Valet operates Monday to Saturday, from 9:00 PM to 5:00 AM (Singapore Time), and is closed on Sundays. Bookings made outside these hours may be priced differently at the company's discretion. Availability is not guaranteed and is subject to driver availability at the time of booking.

3. Pricing & Fees

All fares are quoted in Singapore Dollars (SGD) and confirmed before the trip begins. We offer the following packages:

Additional charges & conditions

• Drop-offs: a "drop-off" means dropping off a passenger who was part of the group the driver started the trip with. Additional pick-ups — collecting extra passengers along the way — are not available.
• Waiting fee: your driver waits up to 15 minutes after arriving at no charge. Once that 15-minute mark passes, waiting is charged at $15 for every 15 minutes (or part thereof) until the trip begins.
• Weeknight Rate: Standard and VIP Signature are charged the lower Weeknight Rate from Monday to Thursday. Friday and Saturday are charged the standard weekend rate. VIP Supercar is a flat rate every day. Your exact fare is always confirmed on WhatsApp before your trip.
• Cancellation on arrival: $30, if the booking is cancelled after the driver has arrived at the pickup location.
• Public Holidays & eves: prices for bookings on Public Holidays and the eves of Public Holidays are subject to change and may differ from the rates shown above. Any such pricing will be confirmed on WhatsApp before your trip.

Fares are confirmed via WhatsApp or call prior to trip commencement. HV Concierge Pte Ltd reserves the right to adjust pricing with reasonable notice.

4. Booking & Confirmation

• All bookings must include your pickup location, destination, and preferred pickup time.
• A booking is only confirmed once HV Concierge Pte Ltd acknowledges and accepts the request via WhatsApp or phone.
• HV Concierge Pte Ltd reserves the right to decline any booking at its discretion.
• Customers are responsible for ensuring their vehicle is accessible and ready at the agreed pickup time.

5. Cancellations

• Cancellations made within 15 minutes of the confirmed booking time will incur a $10 fee.
• Cancellations made after the driver has arrived at the pickup location will incur a $30 fee.
• No-shows are treated as a cancellation on arrival ($30). A "no-show" means the customer does not respond to the operator's or driver's calls or text messages within a reasonable time after the driver has arrived.
• Cancellation and no-show fees reflect the driver's committed time and travel to your pickup location.
• HV Concierge Pte Ltd reserves the right to collect any outstanding cancellation or no-show fee before accepting future bookings, and may decline service to customers with repeated cancellations or no-shows.

6. Vehicle Condition & Responsibility

• The customer authorises the assigned Hi Valet driver to operate their vehicle for the duration of the booking.
• The customer is responsible for ensuring their vehicle is insured, roadworthy, and legally compliant before the trip.
• Hi Valet drivers will take reasonable care of the customer's vehicle. However, HV Concierge Pte Ltd is not liable for pre-existing damage or mechanical faults.
• Any damage caused by the driver through negligence will be assessed on a case-by-case basis.
• Customers should remove or secure valuables from the vehicle prior to the trip. HV Concierge Pte Ltd is not liable for any lost or missing items.

7. Insurance & Accident Liability

Hi Valet drivers operate the customer's vehicle under the customer's existing motor insurance policy. The customer acknowledges that HV Concierge Pte Ltd does not provide motor insurance and that any accident claims shall be made under the customer's own policy. HV Concierge Pte Ltd shall not be liable for insurance excesses, deductibles, or claims arising from incidents during the trip.

If the customer's vehicle is found to be uninsured at the time of the trip, the customer assumes full personal liability for any damage, loss, or third-party claims arising from the journey.

• The customer is solely responsible for ensuring their vehicle has valid motor insurance coverage prior to the trip.
• The customer confirms that their motor insurance policy permits a person other than the policyholder to drive the vehicle. Any additional excess, loading, or claim rejection arising from an "authorised", "named", or "unnamed driver" clause in the customer's policy is the customer's sole responsibility.
• HV Concierge Pte Ltd will not be held responsible for any insurance gaps, policy exclusions, or claim rejections.
• In the event of an accident, the customer must notify their insurer directly. HV Concierge Pte Ltd will provide reasonable cooperation where requested.

8. Driver Conduct & Right to Terminate

• All Hi Valet drivers are screened before being assigned to customer bookings.
• Hi Valet drivers are engaged as independent contractors and are not employees of HV Concierge Pte Ltd.
• Drivers will follow the route to the destination as agreed. Any route changes must be communicated and may affect the fare.
• Customers must treat drivers with respect. Hi Valet reserves the right to terminate a booking if the customer is abusive, disruptive, or poses a safety risk.
• Drivers are not permitted to consume alcohol or substances on the job.
• Hi Valet drivers reserve the right to terminate a trip at any time if they reasonably believe that continuing poses a safety risk to themselves, the customer, or other road users. In such cases, no refund will be issued for the portion of service already rendered.

9. Customer Responsibilities

• Customers must be present and ready at the agreed pickup location at the confirmed time.
• Customers must be contactable via the number provided at the time of booking.
• Customers must not request drivers to exceed speed limits or violate traffic laws.
• Any damage to the vehicle caused by the customer during the trip is the customer's responsibility.

10. Limitation of Liability

HV Concierge Pte Ltd's liability is limited to the fare paid for the specific booking in question. HV Concierge Pte Ltd is not liable for indirect, consequential, or special damages arising from the use of our service, including but not limited to delays, missed appointments, or vehicle damage beyond the driver's direct control.

HV Concierge Pte Ltd will make reasonable efforts to meet confirmed booking timings, but arrival and completion times are estimates and are not guaranteed. We are not liable for any delay, loss, or missed connection caused by circumstances beyond our reasonable control, including but not limited to traffic conditions, road blocks, accidents, road closures, diversions, adverse weather, vehicle breakdowns, or the actions of the authorities.

HV Concierge Pte Ltd shall not be liable for any costs, losses, or claims arising from the customer's motor insurance policy, including but not limited to excesses, deductibles, or policy exclusions. Customers with uninsured vehicles assume full personal liability for all damages and third-party claims.

11. Privacy

We collect customer information such as your name, phone number, and pickup and drop-off locations in order to provide our service. We handle your personal data in accordance with the Singapore Personal Data Protection Act (PDPA).

We use your personal data to:

• fulfil and manage your bookings, including sharing the necessary details with the driver assigned to your trip;
• communicate with you about your booking and our service;
• with your consent, send you promotions and marketing, and improve your customer experience.

We do not sell your personal data. We only share it where necessary to deliver the service (for example, with the assigned driver) or as required by law. We retain your data only for as long as needed for these purposes or as required by law. You may withdraw your consent to marketing at any time, and you may request access to or correction of your personal data, by contacting us on WhatsApp. By booking with HV Concierge Pte Ltd, you consent to us storing and using your information as described above.

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12. Amendments

HV Concierge Pte Ltd reserves the right to update these Terms & Conditions at any time. The latest version will always be available at this page. Continued use of our services after any update constitutes acceptance of the revised terms.

13. Governing Law

These Terms & Conditions are governed by the laws of the Republic of Singapore. Any disputes shall be subject to the exclusive jurisdiction of the Singapore courts.