Terms & Conditions for Senjalan Car Rental

Bigroad Sdn. Bhd., hereinafter referred to as “Bigroad,” is a private limited company duly registered in Malaysia under the company number 202501045599 (1647007-M). Bigroad operates from its principal office located at 26-02, Zeus Business Park, Jalan Tun Abdul Razak (Susur 4), Ulu Air Molek, 80200 Johor Bahru, Johor Darul Ta'zim. Senjalan is an online travel and mobility platform operated by Bigroad Sdn. Bhd. and provides comprehensive vehicle leasing, rental, and travel-related services through an integrated online system designed to assist both domestic and international travellers. Senjalan’s core operations revolve around offering seamless, reliable, and customer-centric mobility and travel solutions, ensuring that every user enjoys a comfortable travel experience supported by well-maintained vehicles, transparent booking procedures, and supportive customer service. Senjalan strives to uphold the principles of safety, convenience, and flexibility at every stage of the booking and rental journey. This Terms and Conditions document “Agreement” governs the relationship between Bigroad Sdn. Bhd., through its Senjalan platform, and every user who books or leases a vehicle through Senjalan, regardless of the booking method or platform used.

By booking, leasing, or using any vehicle provided by Senjalan (Lease Vehicle), you, the “User,” acknowledge that you fully understand and agree to be bound by the Terms and Conditions set forth in this agreement. The vehicle specifications, rental duration, selected extras, and other preferences are determined by the user through:

• Senjalan’s official website at www.senjalan.com
• Online Travel Agency (OTA) platforms
• Direct offline arrangements via Senjalan’s Sales Representative or Customer Experience Channels

Senjalan undertakes to provide the “Lease Vehicle” in accordance with the specifications of the confirmed booking, subject to availability and the conditions stipulated in this agreement.

Use of Senjalan’s website, booking platform, communication channels, or acceptance of a Lease Vehicle constitutes automatic acceptance of this agreement. By using Senjalan’s services, the user acknowledges that:

• They have read and understood all clauses within this agreement.
• They are legally eligible to enter into a binding contract.
• They agree to comply with all “Terms and Conditions” stated herein at all times throughout the lease period.

If the user disagrees with any part of this agreement, they are advised not to proceed with a booking or use any Senjalan service.

Bigroad, through its Senjalan platform, reserves the absolute right to modify, revise, or supplement any clause within this agreement at any time. Any updates will be posted on Senjalan’s official website and other relevant booking platforms. Continued use of Senjalan’s services after such updates shall constitute the user’s acceptance of the revised Terms and Conditions. Users are encouraged to periodically review the latest version of this agreement.

Only the user and any additional persons who have been duly registered via Senjalan’s website or other booking channels and granted authorization by Senjalan may drive the Lease Vehicle. These authorized individuals are hereinafter collectively referred to as “Drivers”.

Age Requirements:

Standard Vehicles: Drivers must be aged between twenty-three (23) and sixty-five (65) years.

Luxury Vehicles: Drivers must be aged between twenty-five (25) and sixty-five (65) years.

License Requirements:

Malaysian Drivers: Must hold a valid Competent Driving License (CDL) and provide valid utility bills.

ASEAN Drivers: A driving licence issued by any ASEAN member state is valid in Malaysia, provided that the licence remains valid in the issuing country. Licences issued in languages other than English or Malay must be accompanied by a certified translation.

Non-ASEAN Drivers: Must possess an International Driving Permit (IDP) issued prior to their arrival in Malaysia. This permit is required to drive legally in Malaysia and must be obtained in the driver’s home country.

Invalid or Expired Driving Documents: Users must ensure that all required driving documents are valid and comply with Senjalan’s requirements throughout the rental period. If the driver does not possess the required CDL, IDP or other applicable documentation, or if any required document has expired, Senjalan reserves the right to reject or cancel the rental.

Any summons, fines, penalties or other charges imposed by JPJ, the police or any relevant authority due to invalid, expired or insufficient driving documentation shall be fully borne by the customer.

Users are required to provide the following documents for identity verification and rental approval:

a) Malaysian Users

• Identification Card (front and back)
• Valid Malaysian Driving Licence
• Utility bill, if requested by Senjalan

b) ASEAN Users

• Valid Passport
• Valid driving licence issued by the user’s home country
• Hotel or accommodation details

c) Non-ASEAN Users

• Valid Passport
• Valid driving licence issued by the user’s home country
• Valid International Driving Permit (IDP)
• Hotel or accommodation details

All documents submitted must be authentic, valid and provided for identity verification and rental approval purposes. Users are required to clearly mark or write “For Rental Purpose” on each submitted document to avoid delays in the verification process.

After receiving the required documents, Senjalan may conduct verification checks, including checking whether the user is listed, restricted or banned by Senjalan or its relevant rental records. Senjalan reserves the right to reject or cancel a rental if the user is found to be listed or restricted, even if payment has already been made.

Where applicable, Senjalan may provide a full refund for a rejected rental. Any approved refund will generally be processed within seven (7) working days, subject to the applicable payment method and processing time.

Health Requirements: Drivers should not suffer from any physical impairments, such as defective vision or hearing, that may impair their ability to drive safely.

Driving Record: Drivers must have maintained a clean driving record, free from any convictions for traffic-related offences for at least five (5) years.

Medical Standards: Drivers aged sixty-five (65) and above must meet any additional medical examination standards set by the Road Transport Department (JPJ) Malaysia or provide certification from a medical practitioner confirming their fitness to drive. Senjalan may require supporting documents to verify such fitness.

Probationary License Holders are not permitted to drive the Lease Vehicle. ASEAN driving licences are valid for up to ninety (90) days for tourists holding tourist visas in Malaysia. Non-ASEAN drivers must ensure that their International Driving Permit (IDP) remains valid throughout the lease period. Senjalan shall not be held liable for any legal issues arising from non-compliance with local driving regulations or failure to maintain valid driving licence documentation.

Initial Term: The user shall lease the Lease Vehicle for the period specified by the date and time stated in the booking confirmation. This duration is hereinafter referred to as the “Lease Term”.

Minimum Booking Period: Senjalan accepts bookings only for a minimum period of twenty-four (24) hours. Bookings for periods shorter than twenty-four (24) hours will be rejected, and no refund will be issued.

The user agrees to return the lease vehicle punctually at the designated return location and in the same condition as it was provided, normal wear and tear excepted. The user is not required to wash or clean the vehicle before returning it, unless the vehicle is returned in an excessively dirty or heavily soiled condition.

Where the vehicle requires excessive cleaning due to the user’s use, an additional cleaning charge may be imposed in accordance with Senjalan’s applicable charges. Failure to return the lease vehicle on time may also result in late-return charges as set out herein.

The user recognizes and agrees that any desired adjustments regarding the vehicle reservation with Senjalan, must be communicated to and approved by Senjalan. Such modifications may include extending the duration of the vehicle lease beyond the initially agreed term, adding additional authorized drivers, or changing the scheduled pickup and return dates or designated locations.

All such requests must be submitted prior to the expiry of the original lease period and are subject to Senjalan’s written consent and vehicle availability. Any modification made without prior notice or authorization shall be subject to the applicable conditions and charges as set out below.

If the user returns the Lease Vehicle beyond the agreed lease termination time, a late return charge shall apply based on the vehicle category. The calculation will commence immediately after the end of the Lease Term and continue until the vehicle is returned to Senjalan’s designated location.

Should the user request to modify the pickup or drop-off location after confirmation, the adjustment will be calculated based on the official pickup or return rates determined by Senjalan. If the new location fee is higher than the original rate, the user shall pay the difference before vehicle collection. However, if the new location fee is lower, the difference shall be deemed forfeited and will not be refunded.

For after office hour arrangements, including vehicle collection or return between 7:00 PM and 11:00 PM, an after-hours service charge of RM25 shall apply. If the total period exceeds five (5) hours, it will be deemed equivalent to one (1) full rental day. All charges arising from these circumstances must be settled before the vehicle handover or may be deducted from the user’s security deposit at Senjalan’s discretion.

The Lease Charges for the leased vehicle shall be determined based on the booking confirmation, considering the vehicle type and lease duration selected by the user through Senjalan’s official booking channels.

Senjalan provides unlimited driving hours subject to a fair usage mileage limit of 600 kilometres per 24-hour rental period. The user may drive the vehicle throughout the day. However, any mileage exceeding 600 kilometres per 24-hour period will be charged at RM0.50 per additional kilometre.

For example, if the user travels from Johor Bahru to Kuala Lumpur and returns on the same day, with a total distance of approximately 700–750 kilometres, the first 600 kilometres will be covered under the daily rental rate, while the additional 100–150 kilometres will be charged at RM0.50 per kilometre. This fair usage policy is intended to support proper vehicle maintenance and ensure vehicle availability and performance for all users.

The minimum lease duration is twenty-four (24) hours, and all rental rates are calculated daily. Any additional hours beyond the agreed rental period will be charged at one-fifth (1/5) of the applicable daily rate per hour, for a maximum of five (5) additional hours. Where the additional period exceeds five (5) hours, an additional full-day rental rate shall apply.

The Lease Charges include regular vehicle maintenance and passenger liability insurance covering third-party property damage and bodily injury, subject to the applicable insurance terms and conditions. If the user returns the vehicle before the agreed lease term, no refund, rebate, or adjustment will be provided for the unused rental period.

Where Senjalan provides a complimentary vehicle upgrade, any extension, additional rental period, or late return charges shall be calculated based on the applicable rate of the upgraded vehicle. All Lease Charges must be paid in Ringgit Malaysia (MYR) by credit card, debit card, or online bank transfer to Senjalan’s designated account.

For after office hour services, including vehicle collection or return between 7:00 PM and 11:00 PM, an after-hours service fee of RM25 shall apply. Any additional rental period exceeding five (5) hours shall be treated as an additional full rental day.

A refundable security deposit is required in addition to the Lease Charges. The deposit serves as financial security against potential vehicle damage, traffic violations, unpaid charges, or other costs incurred during the lease term.

The applicable deposit amount depends on the vehicle category and shall be as follows:

The deposit shall be collected in full at the time of booking through an official Senjalan payment link or other approved payment methods. The deposit will be refunded within seven (7) working days after the vehicle is returned, if there are no outstanding damages, traffic fines, unpaid charges, or other amounts payable by the user.

Where any applicable charges are incurred during the rental period, Senjalan reserves the right to deduct the relevant amount from the deposit. If the applicable charges exceed the deposit amount, the user shall be responsible for paying the remaining balance.

If the leased vehicle is returned after the agreed rental period, a late return charge shall apply in accordance with the applicable vehicle segment and the terms set out under Clause 4.

Additional charges may also apply where the vehicle is returned in a condition that requires cleaning, deodorising, repair, replacement, or other remedial action. The applicable penalty charges are as follows:

All applicable penalty charges and outstanding amounts may be deducted directly from the user’s deposit. Where the total penalty charges or outstanding amounts exceed the deposit, Senjalan reserves the right to issue an invoice to the user for the remaining balance, which shall be payable by the user in accordance with Senjalan’s payment terms.

To confirm a vehicle reservation, the user must provide a valid payment method, including Visa, Mastercard, Debit Card, or Online Bank Transfer, at the time of booking. A booking shall only be deemed confirmed upon receipt and verification of full payment of the applicable rental charges and required security deposit.

Senjalan reserves the right to cancel, reject, or void any booking where payment is incomplete, invalid, unsuccessful, reversed, or disputed. No vehicle shall be released to the user unless the required payment has been successfully verified by Senjalan.

All payments must be made in Ringgit Malaysia (MYR). The user shall be responsible for any bank charges, transaction fees, currency conversion fees, or other costs imposed by the user’s bank, card issuer, payment provider, or financial institution. Senjalan shall not be responsible for any delay, loss, or additional cost arising from such bank or transaction fees.

For cash payments, the user must inform Senjalan’s Customer Experience team in advance so that the payment can be properly recorded and arranged. The user must prepare the exact amount required, as change may not be available.

For leasing rentals, the user may choose to make payment monthly or in full upfront.

For monthly payment arrangements, the user shall make the applicable monthly payment between the 1st and 7th day of each month. Failure to make payment within the specified period may result in applicable late payment charges, suspension or termination of the leasing arrangement, subject to Senjalan’s applicable terms.

For full payment arrangements, the user shall settle the full leasing rental amount according to the payment terms agreed with Senjalan before the vehicle is released.

The user may cancel a confirmed booking by contacting Senjalan’s team through the official communication channels:

• Email: hello@senjalan.com
• WhatsApp: +6014-882 8006

Cancellation requests communicated through unofficial telephone numbers, WhatsApp numbers, social media accounts, or third-party platforms will not be entertained.

All cancellation requests must include the booking number, user’s full name, and reason for cancellation. A cancellation shall only take effect once it has been acknowledged and confirmed by Senjalan’s Customer Experience team.

The applicable refund shall be determined based on the timing and circumstances of the cancellation:

(a) Full Refund A full refund of the rental amount and security deposit shall apply where the user cancels the booking more than twenty-four (24) hours before the scheduled vehicle pickup time.

Any non-refundable processing fees, transaction charges, or payment platform fees imposed by third-party payment providers shall be excluded from the refund.

(b) Partial Refund For cancellations made within twenty-four (24) hours before the scheduled pickup time, the following amounts shall be deducted from the total amount paid:

• One (1) day’s rental fee
• A 5% processing fee

The remaining balance, if any, shall be refunded to the user.

(c) No Refund No refund shall be issued in the following circumstances:

• Cancellation made after the scheduled pickup time
• Failure to collect the vehicle without prior notice (no show)
• Request to downgrade the reserved vehicle category within twenty-four (24) hours before the scheduled pickup time
• Failure to present valid and required driving documents at the time of vehicle collection
• Failure or refusal to collect the reserved vehicle without providing prior notice to Senjalan

Any refund, where applicable, shall be processed in accordance with Senjalan’s applicable refund procedures and payment processing timelines.

All eligible refunds shall be processed within seven (7) working days from the date of vehicle return, if there are no outstanding damages, traffic fines, unpaid charges, or other amounts payable by the user. Refunds shall be issued to the same payment account or payment method originally used by the user, unless otherwise determined by Senjalan.

The user shall be notified via email or WhatsApp once the refund transaction has been successfully processed. In cases involving accident claims, vehicle damage, traffic violations, or other outstanding liabilities, Senjalan reserves the right to withhold the applicable refund until all related costs and claims have been assessed and settled. Senjalan may deduct any applicable repair costs, penalty charges, administrative fees, traffic fines, or other outstanding amounts from the user’s deposit before refunding the remaining balance.

Senjalan offers an optional Liability Reduction Option (LRO) which allows the user to reduce their financial liability in the event of an accident, theft, or damage to the leased vehicle during the rental period.

The LRO must be purchased and confirmed before the rental period begins. To remain eligible for LRO coverage, the user must promptly notify Senjalan of the incident and lodge a police report within twenty-four (24) hours of the occurrence, or within such other period as may be required by the relevant authorities or insurance provider. Failure to report the incident within the required period may result in the LRO being deemed void, and the user may become fully liable for the applicable costs.

Subject to the applicable terms, conditions, exclusions, and excess limits, the LRO may cover or reduce the user’s liability for:

• Vehicle damage repair costs, subject to the applicable excess or liability limit
• Towing and vehicle recovery expenses arising from a covered incident
• Vehicle downtime or loss of use charges incurred while the vehicle is undergoing repairs following a covered incident

If the user does not purchase the LRO, the user shall be fully responsible for all costs arising from any damage, accident, theft, or loss involving the leased vehicle, including repair costs, towing and recovery expenses, and applicable vehicle downtime or loss-of-use charges, subject to any applicable insurance coverage and the terms of the rental agreement.

The LRO does not constitute separate insurance and shall be subject to Senjalan’s applicable LRO terms, conditions, exclusions, and liability limits.

The LRO fee shall be charged according to the applicable rental duration and vehicle segment. The weekly and monthly LRO rates may apply where the user’s rental period meets the applicable duration requirements determined by Senjalan.

Where LRO is purchased and a covered incident occurs, the user’s liability shall be limited to the applicable excess fee stated above, subject to the LRO terms, conditions, exclusions, reporting requirements, and any circumstances that may invalidate the LRO. Where LRO is not purchased, the user may be liable for the full applicable excess amount and the actual cost of repair, recovery, loss, or other charges arising from the incident, as applicable under the rental agreement.

The vehicle models listed under each segment are provided as examples only. Senjalan reserves the right to determine the applicable segment and LRO rate based on the vehicle provided to the user at the time of rental. Senjalan may revise the LRO rates, vehicle classifications, and applicable excess amounts from time to time. The rates applicable to the user shall be those confirmed at the time of booking.

The Liability Reduction Option (LRO) is subject to the following terms and conditions:

• The LRO must be purchased and confirmed before vehicle collection. It cannot be added, upgraded, or amended once the rental period has commenced.
• In the event of an accident, theft, or damage, the user must notify Senjalan promptly and lodge a police report within twenty-four (24) hours of the incident. Failure to do so may result in the LRO being deemed void.
• The LRO does not cover damage, loss, or liability arising from negligence, misuse, off-road driving, illegal or unauthorised use, undercarriage impact, tyre or rim damage, or loss or damage to personal belongings.
• The LRO shall be void where the incident involves driving under the influence of alcohol, drugs, or other prohibited substances, driving by an unauthorised driver, or the submission of false, misleading, or fraudulent information or reports.
• Where Senjalan provides a complimentary vehicle upgrade, the LRO fee and applicable excess shall automatically be adjusted to correspond with the upgraded vehicle segment.
• Users who do not subscribe to the LRO shall remain fully liable for all applicable repair, towing, recovery, downtime, loss, and other costs arising from damage, theft, or loss of the leased vehicle during the rental period, subject to any applicable insurance coverage and the terms of the rental agreement.

The user agrees and undertakes to Senjalan that the user shall comply with the following obligations throughout the rental period:

• The user shall not operate the leased vehicle while under the influence of alcohol, drugs, or any other illegal substances.
• The leased vehicle shall only be used for personal use or authorised business purposes and shall not be used for any unauthorised purpose.
• The leased vehicle shall not be released, rented, lent, or subleased to any third party.
• The leased vehicle shall not be used for racing, speed testing, driving tests, towing, or carrying any load exceeding the manufacturer’s recommended capacity.
• The leased vehicle shall not be used for any illegal or unlawful activity, including smuggling, or for transporting items that may cause excessive dirt, damage, or strong odours, including pets, durians, salted fish, wet goods, or similar items, unless expressly authorised by Senjalan.
• Smoking or vaping inside the vehicle is strictly prohibited. Any violation may result in deodorising, cleaning, and vehicle downtime charges in accordance with Clause 6.2.
• The user shall not modify, remove, conceal, tamper with, or interfere with any part, equipment, branding, marking, registration plate, identification plate, or other component of the vehicle.
• The user shall not carry out or arrange for any repair, maintenance, or mechanical adjustment to the vehicle without Senjalan’s prior written approval, except where immediate action is reasonably necessary for safety and Senjalan cannot be contacted.
• The user shall return the vehicle in substantially the same condition as it was received, subject to reasonable and normal wear and tear.
• The user shall ensure that the correct type of fuel is always used and that the fuel level upon return is at least equivalent to the level recorded at the time of vehicle collection.
• The user shall be fully responsible for all traffic summonses, parking fines, toll-related penalties, and other traffic or regulatory penalties incurred during the rental period, including any applicable administrative charges imposed by Senjalan.
• The user shall immediately notify Senjalan in any event within twenty-four (24) hours of any accident, theft, loss, damage, breakdown, or other incident involving the leased vehicle.
• The user shall ensure that the vehicle is properly locked and parked in a safe and secure location when it is not in use and shall take reasonable precautions to prevent theft, damage, or unauthorised use.

Senjalan agrees to undertake the following responsibilities in connection with the leased vehicle:

(a) Vehicle Maintenance and Roadworthiness Senjalan shall maintain its vehicles in accordance with applicable manufacturer recommendations and ensure that each vehicle is in a reasonably roadworthy and safe operating condition before being released to the user.

(b) Vehicle Inspection and Documentation Senjalan shall conduct and document an appropriate vehicle inspection before and after each rental period, including recording the vehicle’s general condition and any existing damage where applicable.

(c) Motor Insurance Coverage Senjalan shall maintain valid motor insurance coverage for the leased vehicle throughout the applicable rental period, subject to the terms, conditions, exclusions, and limitations of the relevant insurance policy.

(d) Replacement Vehicle In the event of a mechanical breakdown that is not caused by the user’s negligence, misuse, or breach of these Terms & Conditions, Senjalan may provide a replacement vehicle of a similar or equivalent vehicle class, subject to availability.

Where a replacement vehicle is unavailable, Senjalan shall reasonably assist the user in determining an appropriate alternative arrangement, subject to the circumstances and applicable terms.