Frequently Asked Questions

Accident Care

  • How does the "Excess" Coverage for a SOCAR member work? SOCAR Insurance provides coverage to its SOCAR Members, under which the Member shall make reasonable effort to assist the Company in submitting a claim. However, the Company does not guarantee the results of any claim submitted for coverage under the Company’s insurance. The hourly subscription fee is inclusive of the Member's insurance coverage during his reserved period. The Member is covered for unlimited liability for death or injury to third parties, and property damage liability up to RM 3,000,000.00 on a per occurrence basis, subject to Collision Damage Waiver (CDW). This Insurance coverage shall only be effective if the reserved Member and/or the Designated Driver: lodges a police report on the accident; and reports the accident to the Company immediately from the time of the accident.

    The Member will be entitled to CDW as part of the Fees to be paid by the Member depending on the Vehicle. The CDW covers damage to the Vehicle which is not caused by the Member’s act or omission, and the Member shall only be liable to make payment for the excess amount. Perodua Axia or Similar cars excess fee is up to RM 2,000 and Honda New-City or Similar cars excess fee is up to RM 3,000 and Honda HR-V or Similar cars excess fee is up to RM 3,000 and BMW MINI or Similar cars excess fee is up to RM 5,000. By the way, this CDW does not apply for damages as a result of illegal, negligence, careless actions, tyre punctures, bust tyre, fuel errors, loss or damage to the vehicle accessories and damages of windows, mirror and undercarriage.

    When you're processing an accident report, SOCAR members are responsible to get all necessary third party's detailed information such as vehicle registration number, driver’s name and his/her driver's licence number with pictures. If the claims cannot be made against third party insurance, SOCAR member will need to bear the cost subject to excess clause as mentioned above.
  • I had an accident. What should I do? SOCAR reservation includes insurance. Please call our Customer Service immediately and we will assist you from there. Our insurance includes PAI(Personal Accident Insurance).
    You may need to check [Socar Terms and Conditions - Article 10. Insurance]

D2D

  • General - What is D2D? D2D stands for Door-To-Door! It is an additional service which we provide by delivering the car straight to your desired pick-up and return points. It works similar to a valet service, except you can choose your pickup and return location (within coverage area). The D2D delivery fee is RM 25 (includes both pickup and drop-off).
    Here's how you can include a D2D service on your mobile app:
    Socar App > Book now > Make a reservation through 'Deliver' marker for D2D reservation.
  • General - What is requirement for D2D? There is no requirement request for D2D, it works the same as a normal SOCAR booking would - just this time we bring the car to you! No minimum booking, just make sure pick-up and return points are within the drop-off zone. D2D is currently applicable within the vicinity of Bangsar and Mont Kiara.
  • Application & Requirements - What’s the minimal time requirement for me to book in advance? All bookings are inclined to be booked 30 mins prior to delivery.
  • How it Works - What are the D2D business/operation hours? Operation hours begin from 7.00 AM - 7.00 PM daily, bookings for D2D pick-up and drop-off are made available during this hour at designate D2D area.
  • How it Works - Where can I find these cars? The area of operation is currently within Bangsar with our cars parked around the vicinity. Our D2D program helps deliver a car to you making the experience more convenient.
  • How it Works - How does the customer pick up the cars? We deliver it to your preferred pickup location. Please be precise when entering your pickup address. There is also a notes section to help.
  • How it Works - Will I have to be at the pickup location during the exact time of requested pick-up? Members are not required to be at the pickup point during the requested time. Since SOCAR incorporates a keyless system that is operated by the SOCAR App, there will not be any handing over of keys. Please ensure that the selected pick-up address allows for the car to be parked (and there is no risk of the car being removed, clamped or towed)
  • How it Works - Reservation completed. Where do I return the car? Members enjoy the flexibility of returning the car anywhere within the designated coverage zone and our delivery agents will take over from there. Location would have to be selected within the booking screen at SOCAR App.
  • How it Works - What happens if I return the car later than the supposed timing? Members can extend booking time using the app and will be required to inform D2D operations team of the new return time via Whatsapp. Car needs to be returned before 7:00 PM. Charges would resume as per usual for the extended time based on 10 minutes interval. Remember the part where we mentioned you don’t need the penalty? Here are the penalty fees and charges on ‘Late Returns’: 10 to 30 min -> RM 30 penalty + (Rental Fees)
    / over 30 min: RM 30 penalty + (2x Rental Fees per hour or every part thereof)

    **Note: Ensure that you have enough balance in your payment method before making your time extension.
  • How it Works - Will I be able to drop the car off after operation hours? Unfortunately, none of our delivery agents are available after the operation hours. You will need to extend the booking to 7:00 am the following day. You also have the option to drop-off your car at the designated zone yourself to avoid the extra charge.
  • Pricing & Billing - What is the charge for D2D service? To ensure a more seamless and convenient service, the D2D fee will be RM 25 per booking (includes both pick-up and drop-off)
  • Pricing & Billing - If I wanted to book the car passed the initial booking hours, how do I extend? Simply re-enter the booking details through our Socar app to extend your usage hours!
  • Coverage - If I am not happy with the car. Can I change to a different car? In such cases, our D2D operations team would personally look into the situation and help assist you should there be any unexpected defects. Our operator is reachable within the provided Whatsapp.

General

  • What is SOCAR? SOCAR is a car-sharing platform that allows you to book a car which suits your needs by the hour, day or week all through using our mobile application.
  • How can I get help from SOCAR Customer Service? During the reservation, member can contact SOCAR CSR directly through the App' smart key page. Usually you can drop us a 1:1 Inquiry on our webpage(http://socar.my) and App.
  • There is no SOCAR Zones around me. Can I make a request? Definitely! Follow the steps below and we will try to get a SOCAR Zone nearby at our soonest : Open your SOCAR App > My Page > Contact SOCAR ▷ Applying Socar Zone
  • How do I use SOCAR? 1) Download SOCAR app from app. store. 2) Sign-up with a valid driver's license, ID, and a payment information(credit/debit card). 3) Get yourself authorized and make your first reservation. You will receive your itinerary via SMS. 4) Go to the reserved SOCAR Zone and find your car. Take photos of front, rear, right, and left and send it to us through the app. Then, you're free to drive! 5) Return the car on time, with clean condition. Remember to fill up at least 1/2(50%) of the fuel tank. If not, there will be a penalty charge.
  • Application & Requirements - What type of phone is compatible with downloading the app? Smartphone. Both iOS and Android compatible.

Promotion

  • How do I use my promotion code when making a reservation? Promotions can be selected at the time of reservation.
    Depending on the rental conditions, applicable promotions can be activated and selected.
  • Does applying promotion code mean I do not have to pay for any extra fee? Promo code is only applicable for rental rates. Extra fees(penalties, extra mileage, etc) are charged to the registered payment card at the time of return.
  • I see promotion codes on my Profile, but they're not appearing for my reservation. Applicabe promo codes will automatically appear when making reservations. Please check the details and conditions of your promo codes.
    My Page ▷ My Promotion
  • Can I transfer the registered promo code to another person? For promo codes already registered, transfer is not possible.
  • I applied a promo code when making a reservation. If I cancel the booking, what will happen to the promo code? The promo code used will be reissued depending on the validity. Reissued promo codes can be found on My Page > My Promotion. If the promo code already expired, it will not be reissued.
  • I want to extend my reservation. Will the promo code be applicable? Promo codes can only be applied to booking rates at the time of initial reservation. Promo codes cannot be applied for extended rental rates.
  • Can I share a promo codes? Promo codes cannot be split. If your reservation time is shorter that what is given for the promo code, you will not get a refund for the remaining unused time.
  • Can I use duplicate promo codes when booking? Only one promo code is allowed per booking. Duplicate promo codes may be given on some exceptional cases like a mass promotion event.
  • How do I apply for a promo code when booking? Promo codes can be selected at the time of booking.
    Depending on the rental conditions, applicable promo codes can be activated and selected.
  • Where do I check my promo code and register my promo code? The promo code registration and confirmation is possible from 'Socar App (or Homepage) ☞ My Page ▷ My Promotion

Registration

  • I'm still a P license driver (Probationary Driving licence). Can I still be a SOCAR member? Unfortunately, SOCAR service is only applicable for members with a CDL driving license. You may check the status of your licence on JPJ's website.
    ※ Driving Experience Certificate Issuing Authority (PC only)
    - Jabatan Pengangkutan Jalan Malaysia ▷ http://www.jpj.gov.my
  • What is the process or documents to Sign Up as a Socar member? Only the basic requirements needed to drive a Socar according to Malaysian law, which in this case a valid Malaysian driving license and International Driving Permit. You will also need to validate your IC (or Passport) by taking a selfie with your IC upon sign-Up.
    Socar App > Sign Up
  • How can I become a 'SOCAR member'? SOCAR Friend must be over 21 years old with a valid CDL(Competent Driving License). We charge RM50 at the beginning as membership fee and this is a one time thing. This fee will be paid with your first reservation. Foreigners can also become a memeber with a valid IDP(International Driving Permit), passport, and proper approval document issued by the Malaysian Goverment. For detailed information, please check out our [Terms & Conditions].
  • There is RM 1 charges thru my credit/debit card. May I know what that for? The RM 1 charges is for verification and security purpose and it's refundable. The refund process length will need to ask your credit/debit card bank.
  • I want to change my profile's name after I've signed up. If you would like to change your name for a valid reason, you can drop us a 1:1 inquiry at My Page of App and Webpage. You'll need to provide us your MyKad or passport number you have entered upon sign-up. The changes will be made once it has been verified.
  • If I change my mobile number, do I have to re-verify? Yes. Please do so at My page ▷ My Profile
  • What do I do if I can't get my mobile number verified? You can only be verified using the mobile number registered under your name.
  • Why do I have to verify my mobile number? A personal verification system for mobile phones has been introduced to protect Members' personal information and helps to create a safe culture for car-sharing. You can become our member only when all the informations(driver's license, ID, payment information, mobile number) you provided match.
  • Can foreigners use SOCAR as well? Yes, you can! However please ensure that you
    1. Are 21 years old or above
    2. Have 2 years of driving experience or more
    3. Have an existing International Driving License (IDL) even if your domestic driving license is dated less than a year.

    If you have a different type of permit, please submit a photocopy of your driving license permit on the 1:1 inquiry page on the mobile app for further verification.
  • How long does it take to become a member? We do our best to shorten the authorizing time. However, it may take up to 24 hrs for approval.
  • Is it possible to re-register right after the withdrawal? Once you have withdrawn your membership with us, you can only sign-up after our verification. If you need to change your ID / name, please contact our Customer Service via webpage and app 1:1 inquiry.
  • How do I leave membership? Membership can be withdrawn ONLY from SOCAR WEBPAGE.
    ☞ Login ▷ My Pofile ▷ My Info. ▷ Unsubscribe


    [!] Be sure to check the following precautions before you withdraw
    - After withdrawal, sign-up will be limited for the next 3 months.
    - Withdrawal can be delayed if there is any balance due.
    - Socar credits at the time of withdrawal will not be refunded, but be extinguished.
  • I can't get my license approved because my license is being re-issued. If your license is re-issued and does not have the original issued date, please obtain a certificate of driving experience from the JPJ and attach the photograph of the certificate in the 1:1 inquiry on SOCAR webpage and App.

    ※ Driving Experience Certificate Issuing Authority (PC only)
    - JPJ: http://www.jpj.gov.my
  • How do I change my profile photo? ■ Android phone
    - Socar App▷ My page ▷ My Profile

    ■ iPhone
    - The profile picture of your SNS account(Facebook) is automatically linked to Socar.
    If you want to change your profile image, please change the profile picture of your connected SNS account and then click 'SNS App ▷ My Info ▷ SNS Account'

Reservation and Payment

  • Pricing & Billing - How do I make payment for the service? Member's payment method option would be requested upon registration. All payments are made through a secure Braintree payment gateway (powered by Paypal). Our services are applicable to both debit card and credit card holders.
  • What is the extra charges? http://socar.my/terms
  • Can I add more than one payment cards? Up to 3 payment cards can be registered.
    ☞ Socar App ▷ My Page ▷ My payment
    ☞ Socar homepage ▷ My page ▷ My information ▷ Payment card ▷ Add payment card
  • How much are SOCAR late fees? What happens if I return the car late? If you return your car late, you will be charged late fees starting at RM 30. [10 to 30 minutes: RM 30 penalty + Rental Fees / over 30 minutes: RM 30 penalty + (2x Rental Fees per hour or every part thereof]

    Timely returns are really important in the world of car sharing. If someone returns a car late, then the next member can't start their reservation on time. We’ll have to find them another car, and sometimes we'll even have to put them in a taxi to get to it. So you can see why we need to have late fees. We're not trying to be mean, we're just trying to make sure that members get their cars when they need them.

    Here are a few tips to help avoid late return fees:

    1. We'll send you reminders about your reservation details. Please keep check our sms messages.
    2. When you reserve SOCAR, make sure you allow enough time for your entire trip. Think about travel time (there and back) and the amount of time you'll spend at your destination. Go ahead and book a little extra if you're not sure.
    3. Leave your destination on time. If it took you an hour to get there, most likely it's going to take you an hour to get back. Allow some cushion for traffic delays too.
    4. If at any time during your reservation you realize that you won't be able to get the SOCAR back on time, you can always try to extend your reservation from SOCAR App at your smartphone. If there's not another reservation immediately after yours, you can extend. If someone is waiting for the car, we will need to make other arrangements for them, so please call us as soon as you can. For the call, you can using App' smartkey page button.

Reservation and Price

  • What is the price for the SOCAR rental? SOCAR offers amazing price to our members who book via the application. Depending on promotion and SOCAR Zones, car types, price will be slightly different. You can check details at SOCAR App.
  • Do I need to pay for security deposit or additional fee? There will be no deposit incurred, however there will be one time membership fees for RM 50 (depends on promotion. Now there is launching promotion to reduce membership fee on RM 10) to be charged on your payment card.
  • What is the minimum rental period? It's depends on your requirement. On the SOCAR application, you can book a minimum of 30 minutes and up to 1 month depending on the availability of the car.
  • What is included in SOCAR’s price? SOCAR' price is inclusive of petrol and insurance. Depending on promotion, distance covered may change. Default distance is 15 KM per hour. Any distance covered after that would incur a RM 0.25/km charge upon returning the car.
    Member may refuel using the petrol card provided at the sun visor. We do daily checks on the usage of the petrol card using a sensor that has been installed to the car. Illegal refueling is prohibited and legal actions with heavy penalties will be taken if found guilty.
  • What is the daily rate of SOCAR? SOCAR’s daily rate depends on the car booked and the promotions available when booking was made. Please feel free to check daily price through SOCAR app.
  • How do I start a SOCAR? You can find SOCAR User Guide on our blog (http://blog.socar.my) on step by step with connected Youtube link. If you have any questions, please read our FAQ. You may also contact SOCAR Customer Service Representative through 1:1 inquiry via our app.

Return

  • How does SOCAR Return Policy process work? First, check if you have at least 1/2 petrol tank left. If not, please fill it up to 1/2 tank. Then, drive safely to the designated SOCAR Zone. If there is another vehicle there already, call our Customer Service. Remember to turn off all lights, lock door, and then touch 'Return' button on SOCAR app. In case the button doesn't work, please make sure all windows and doors are shut, and all lights should be turned off. When all of this is done, snap a picture of the car, just like you did at the beginning and report it through the SOCAR app.
  • Tell me about late Return policy. Please extend your schedule through SOCAR app, but if you can't do it because another user's waiting, call our Customer Service and we'll help you reschedule it. However, you will be charged for rescheduling via Customer Service as below.
    10 to 30 minutes: RM 30 penalty + Rental Fees
    over 30 minutes: RM 30 penalty + (2x Rental Fees per hour or every part thereof)

Use of Vehicle

  • I left something in SOCAR. What should I do? Please contact our Customer Service Representative via 1:1 inquiry on the app.
  • Can I return the car at a different location? Yes, we provide D2D service,details on FAQ D2D category. Do check our D2D FAQ.
  • What should I do about petrol? Who gets paid? If you need to refuel while driving, stop by the nearest SHELL or Petronas gas station.
    Please pay for the fuel cost by using the "fuel card" inside the vehicle. (which is locate in a sunvisor pocket)
    After the payment is completed, Socar rental fee is including petrol.
    Any extra mileage rate will be calculate based on the excess distance traveled and payment will be charged
    to the registered credit /debit payment card.

    ※There will be no refund for any petrol fees if you the payment is using your own cash or credit card.
    ※ The excees running rate is flexible according to the fluctuation of the oil price.
  • Can someone else drive the SOCAR I booked? A second driver may be added on the reservation (before start rental time at the Smartkey page) which has been made via the app. However, the second driver must also be a registered member of SOCAR.
  • What do I do if there is another car already parked at my reserved spot? If you find a different car on your designate Socar Zone, please contact our Customer Serivce (number on your reservation notice) and we will guide you to the nearest parking spot.
  • What if I made a traffic violation or received a summon? If you made a traffic violation and a summon was issued, please contact our SOCAR Customer Service Representative immediately. Let us know about the type of summon/s you were charged with (speeding, PDRM, JPJ, DBKL and etc). Update us once payment has been made as any unpaid summons will be charged to your registered card.
  • Can I vape or smoke inside SOCAR? Doing so in SOCAR is strictly prohibited. SOCAR is a sharing car for families, children, expectant mothers, and various sussies who have weak bronchi. There will be a RM300 charge for penalty. By the way, if you find someone vaping or smoking inside SOCAR, please inform us by taking a picture of the scene with the plate number. You will be rewarded for your paparazzi shot!
  • Is there Smart Tag or Touch and Go inside Socar? There is no Smart Tag inside Socar. Please prepare your own "Touch 'n Go" or "Cash" for Smart Tag usage for highway tolls or parking lots.
  • Can I eat and drink inside my reserved SOCAR? Food and drinks are not allowed in a SOCAR. RM100 will be charged if excessive cleaning is required. If your SOCAR has a bad smell, drop our Customer Service a report 1:1 inquiry on the mobile app.
  • Can I travel with my precious pets? Absolutely. You can travel with your buddies if they're boarded in a carrier.
    However, disabled dogs can be boarded without a carrier.
  • Can you tell me more about the 'Cancellation policy'? Any cancellation and changes on the reservation can be done via Socar apps. However there is Socar policy to be fullfill.
    Any cancellation notice or change of reservation before 3 hours’ notice there will be no processing and rental fees charges.
    However cancellation notice between 3 hours to 10 minutes before start of Rental Period there will be 10% charges and we will refund the balance of 90% to your payment card.
    With less than 10 minutes notice period before start of rental there will be 100% charges with no refund. > Cancellation after start of the Rental Period: No refund.
  • How can I reschedule my current reservation? You can reschedule youreservation through SOCAR app! However, it all depends on the car availability at that time. You can also reschedule through our Customer Service, but there will be a precessing fee charged.
  • I want to know more about the option, DVR. All cars are installed with vehicle DVR (Driving Recorder). We use DVR for safety purpose only. Any DVR removal will be charged for violation.
  • I want to use the car earlier than the reservation schedule I made. Is this possible? Reservations can be made via the 'Socar App ▷ Smart Key'
    You can advance the reservation time by 10 minutes / 30 minutes / 1 hour, only if there is no previous user.
  • Can I visit nearby countries like Thailand or Singapore by SOCAR? Currently SOCAR is only available to be used in Malaysia. Please check our Terms & Conditions in the future for any updates and stay tune at SOCAR blog (http://blog.socar.my)
  • I want a car-wash. What should I do? You may clean and wash your SOCAR anytime at your own cost. Thank you very much. By the way we check our car conditions inside and out regularly, but if you find any unclean spots or smell something bad, please let us know by sending a 1:1 inquiry on SOCAR application.
  • Does SOCAR provide a Parking Pass? Yes, we do! Our Parking Pass is located at the sun visor. If you can't find it, please contact our Customer Service. You will not have to pay for SOCAR parking upon leaving and entering the SOCAR Zone. Parking Pass needs to be put back at the sun visor after used.
  • How can I extend my reservation time? Socar App ▷ Smart Key'
    If there is next person already assigned, the extension is impossible.
  • SOCAR broke while I was using it. What should I do? SOCAR reservation includes insurance. Just call our Customer Service, and we'll let you know step by step.
    Insurance assistance runs 24hours 7 days a week on ERS(Emergency Roadside Service).
  • I found damages on my reserved SOCAR. What should I do? You must check the car condition before you start driving SOCAR. You're required to take at least 4 photos of the front, rear, right and left side of the car. We do this to protect you getting falsely charged for damages you're not responsible for. So, please respect our Damage Report process by taking photos carefully.

    Check Point : Paint and Body condition (scratchs and dents should be reported) / Tyre Conditon (puncture, flat tyre)
  • How do I unlock the cars? SOCAR incorporates a keyless system that is operated by the SOCAR App. Members would not have to worry about losing the keys and forgetting to leave them in the car after the booking has ended. More details on here :
    http://blog.socar.my/2018/03/19/how-to-use-push-start-button/
  • Upon receiving a car, would there be petrol provided? And who pays for petrol? SOCAR's price is inclusive of petrol and members may refuel using the petrol card. We do daily checks on the usage of the petrol card provided. Illegal refueling is strictly prohibited. This initial amount is already inclusive upon the one-off payment fee, covering up to 30 km per hour, 360 km per day. Any distance covered after that would incur a RM 0.25 per km charge.
  • What are the procedures for members to pump petrol into the car once it's almost out? Members would need to refill the car petrol at either Shell or Petronas (depends on the petrol card provided) once it's below 25% of the entire fuel tank. This serves as one of our main terms and condition to improve the experience for the next user. A warning (and/or penalty for repeated measures) will be issued as a prevalent to ensure this term.
  • Can I detach SOCAR sticker? SOCAR is car-sharing platform which share vehicle with other members. So it's very important asset even SOCAR sticker. In case of detach SOCAR sticker, you can get RM 500 as penalty. Additionally if that happened again we will suspend your SOCAR membership. Thanks for understanding.