WheelLy Service Level Agreement (SLA)
This Service Level Agreement ("Agreement") is entered into between WheelLy ("Service Provider") and the User (Rentor or Rentee) and governs the use of WheelLy's car rental platform.
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.
Example:
- Rental Amount: GH₵100
- WheelLy Service Charge (10%): GH₵10
- Amount Paid to Rentor: GH₵90
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.
If you have any questions about our Service Level Agreement, please contact us at legal@wheellygh.com