Why are we charging you Own Damage Excess?

We are charging you Own Damage Excess because the repair cost has exceeded the insurance excess. In such cases, our appointed workshop must submit the repair quotation to our insurance provider to process the Own Damage Claim. The insurer’s appointed surveyor will examine and assess the damage(s) to the vehicle before the start of any repair.

Why are we charging you Third-Party Excess?

We are charging you Third-Party Excess as the incident involved a Third Party. This is per our Terms and Conditions under Schedule 2 — Insurance Excess.

Please note that the claim amount is not only for the repair cost but also for the loss of use/income and other uninsured losses due to the accident.

What is Loss of Use?

Loss of Use refers to our vehicle’s downtime during the repair process, which means the vehicle will be unavailable for bookings.

According to Clause 4.6 in our Terms and Conditions, The Hirer acknowledges that in the event of an accident, he or she shall become immediately liable for the full amount of fees charged for the period of hire and the period of time which the vehicle cannot be used as a result of the accident (including the full period of time taken for the reporting of the accident and all time taken to process and carry out repairs on the vehicle).

When will I receive an official invoice?

You will receive an official invoice via email from our finance department within 3-5 working days. Please note that your GetGo account will be temporarily suspended until payment has been made.

The amount stated in the invoice is final, and we seek your understanding that we cannot make further reductions. If you wish to appeal, please submit fresh evidence or substantial documentation, as it may be rejected otherwise.

What invoice payment options are available?

There are several options available for you to make invoice payment:

• PayNow
• Credit/Debit card
• Atome – 3 instalments (monthly)
• GrabPay
• GrabPay – Credits
• Grab PayLater – 4 instalments (monthly)

Other payment-related frequently asked questions

When is the outstanding invoice due?

Payment is due 7 days from the invoice date. For example, if the invoice date is 20 November 2023, you should settle payment by 27 November 2023. We appreciate your cooperation to avoid any late fees or additional charges.

What happens if I don’t pay the outstanding invoice?

You will receive 4 payment reminders, after which a debt collector may be activated to collect the overdue amount.

Please note that we may submit a negative credit report to Credit Bureau Singapore (CBS) if you fail to clear any outstanding payment or balance. This may affect your credit score and your ability to get credit from banks in the future. Learn more.

Can I set up a payment plan?

We understand that unexpected expenses can be challenging. If you have any personal or financial difficulties preventing you from settling your payment in full, please contact us to discuss potential payment arrangements via usertrust@getgo.sg.

Can I appeal the charges?

You may appeal the charges. However, please note that we may not accept appeals not accompanied by fresh evidence or substantial documentation.