Service Delivery & Fulfillment Policy

Sava Leisure is committed to providing a seamless and professional private transportation experience. This policy outlines our standards for service delivery, punctuality, and fulfillment.

1. Booking Confirmation & Service Activation

Instant Acknowledgment: Upon submitting a booking request through our website, you will receive an automated acknowledgment email.
Final Confirmation: Service is considered "ready for delivery" only after a formal confirmation (via email or WhatsApp) is sent by our operations team, detailing the driver information and vehicle type.
Lead Time: We recommend bookings be made at least 24–48 hours in advance to ensure vehicle availability and optimal scheduling.

2. Punctuality and Pick-up Protocol

On-Time Guarantee: Our drivers aim to arrive at the designated pickup location at least 10 minutes prior to the scheduled time.
Waiting Time:
- Airport Pickups: We provide a complimentary waiting time (e.g., 60 minutes) from the actual flight arrival time to account for customs and luggage.
- Standard Pickups: For non-airport transfers, a grace period of 15 minutes is provided. Extensions beyond this may incur additional "waiting hour" charges.
Flight Tracking: For airport transfers, we monitor flight statuses in real-time to adjust delivery times for delays or early arrivals whenever possible.

3. Service Standards & Quality

Vehicle Condition: All services are delivered using well-maintained, clean, and air-conditioned vehicles that meet Malaysian safety regulations.
Professional Chauffeurs: Our services are fulfilled by licensed, experienced drivers who adhere to a professional code of conduct and safety.
Route Optimization: Drivers utilize GPS and local traffic knowledge to deliver the most efficient route to your destination.

4. Fulfillment Limitations (Force Majeure)

Sava Leisure strives for 100% fulfillment; however, service delivery may be affected by circumstances beyond our control, such as extreme weather, sudden road closures, or mechanical failure.
In the event of a vehicle breakdown, we will prioritize delivering a replacement vehicle as quickly as possible to complete the service.

5. Changes and Modifications

Pre-Trip Adjustments: Modifications to pickup times must be communicated at least 12 hours before the service to ensure successful fulfillment.
In-Trip Changes: Please note that once passengers have boarded, the destination cannot be changed directly with the driver unless instructed by the operations team.

6. Customer Support

For real-time assistance regarding your service delivery or to locate your driver, please contact our 24/7 support line as provided in your booking confirmation.