WheelLy Service Level Agreement (SLA)

1. Scope of Services

WheelLy provides a digital platform to:

• List and rent vehicles.
• Facilitate secure booking and payment.
• Provide support for disputes, inquiries, and platform issues.

WheelLy does not own or operate any vehicles and is not responsible for their maintenance or condition.

2. Service Availability

• WheelLy targets 99% platform uptime per month, excluding scheduled maintenance or circumstances beyond control (force majeure).
• Scheduled maintenance will be communicated in advance through app notifications or email.

3. User Responsibilities

Rentor

• Provide accurate vehicle details and availability.
• Ensure vehicles are safe, roadworthy, and insured.
• Respond promptly to booking requests and issues.

Rentee

• Operate vehicles responsibly and legally.
• Follow rental terms, including insurance and return policies.
• Report damages, accidents, or other issues promptly.

4. Service Charges

• WheelLy charges a service fee of 10% on every completed rental transaction.
• The service fee is automatically deducted from the payment to the Rentor.
• Taxes or other fees are the responsibility of the user according to local law.

5. Payment Terms

• Payments must be made through WheelLy's payment system.
• Service charges are applied automatically.
• Refunds or cancellations follow WheelLy's platform policies.

6. Support and Dispute Resolution

WheelLy provides:

• Customer Support: Via app, email, or helpdesk.
• Dispute Resolution: Helps resolve conflicts between Rentors and Rentees regarding vehicle condition, damages, or payments.

Response time: 24–48 hours on business days.

7. Liability

WheelLy is not responsible for:

• Vehicle maintenance, safety, or roadworthiness.
• Accidents, theft, or damages during rentals.
• Disputes, losses, or injuries between Rentors and Rentees.

Users must ensure they have required insurance coverage.

8. Termination

WheelLy may suspend or terminate accounts that:

• Violate this SLA.
• Engage in illegal or fraudulent activity.
• Repeatedly fail to meet platform obligations.

9. Agreement Acceptance

By using WheelLy, both Rentors and Rentees agree to all terms of this SLA, including the 10% service charge applied to every completed rental transaction.