Asia Car Service Policies

Otis Group Company Limited, trading as Asia Car Service (ACS), registered in Hong Kong and whose registered office at Suite 2803, 109-111 Gloucester Road, Wan Chai, Hong Kong, owns and operates websites at www.asiacarservice.com, www.chinacarservice.com and numerous city-specific websites which are subsets of these sites (collectively, the “Web Site”), the online reservation services (Services) and the ACS Member Preferred Mobile Application (“Mobile App”).

We are committed to maintaining the highest standards of transparency and privacy. To ensure that you are fully informed about how we collect, use, and protect your personal information, we have compiled a comprehensive suite of policies and agreements, including Service Terms and Conditions, Website and Mobile App User Agreement, Privacy Policy, and Cookie Policy. These documents outline our procedures and responsibilities and provide you with a clear understanding of your rights and obligations when using our services. Additionally, we offer an easy-to-use account deletion request form should you wish to have your personal data removed from our platform. We always strive to maintain the highest levels of professionalism and integrity, and we are committed to providing you with a safe and secure online experience. 

Service Terms and Conditions

Website and Mobile App User Agreement

Cookie Policy

Privacy Policy

Account Deletion Request

Service Terms and Conditions

Wait Time

We provide up to 60 minutes of free wait time (up to 45 minutes on domestic arrivals) on each airport international arrival transfer for the client to deplane, pick-up luggage and clear customs. If the client does not meet the driver or call us within 60 minutes (45 minutes for domestic arrivals) of the plane landing we will consider the client a “no-show” and the client will be charged in full for the reservation.

For hotel pick-ups 15 minutes free wait time is provided.

Extra waiting time needed beyond the free wait time period will be billed for an additional hour of service at the hourly rate or extra hour rate, provided at the time of booking.

No-Show Policy

On all reservations the client will be considered a no-show after the free wait time has elapsed. If the client has not met the driver or contacted us by phone, the client will be charged in full for the reservation (100% of the service total). To avoid being charged as a no-show, the client cannot leave his or her location without contacting our bookings office.

If the client experiences difficulty locating the driver, the client can contact our bookings office via the contact information provided in the email confirmation and on our website. Leaving the pick-up location without notifying us will result in a no-show fee.

Changes and Cancellations

We understand changes or cancellations to travel plans can be abrupt or without reason. Changes or cancellations for all trip reservations must be submitted to our bookings office via the contact information provided in the email confirmation and on our website. All changes and cancellations will be confirmed immediately by our team via email reply.

Cancellation Policy

Cancellation policy will be advised in email confirmation upon receipt of your booking request.  We accept cancellations by email at bookings@asiacarservice.com. 

Car Service with Business Sedan, Minivan/MPV or Van:  For general bookings with business sedan, minivan / mpv or van, a cancellation made more than 24 hours before the scheduled service start time will not incur any charge.  A cancellation made less than 24 hours before the scheduled service start time will be charged in full (100% of the service total).    

In several locations including China Mainland, Hong Kong SAR, Singapore, and Taiwan, a cancellation made less than 24 hours before the scheduled service time will be charged 50% of the service total, and a cancellation made less than 12 hours before the scheduled service start time will be charged in full (100% of the service total). 

Car Service with Luxury Vehicle (e.g. Mercedes S-Class / V-Class / Sprinter), Minibus or Coach Bus:  Luxury vehicle, minibus or coach bus service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total).  In some locations including Vietnam and Japan, an extended late cancellation period for minibus and coach bus up to 7+ days may apply. 

Airport Premium Services:  Airport Meet and Assist, Airport VIP Fast-Track or Airport Lounge service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total).  In some locations, an extended late cancellation period up to 72+ hours may apply. 

Special Event Period & Group Services:  For all special non-general bookings, including service during major local event period and service involving multiple vehicles and/or multiple days, custom cancellation policies may supersede the standard cancellation policies detailed above.  If applicable, the custom policies will be advised to the client before confirming the booking and will be noted in the email booking confirmation.  Cancellation policy will be advised in email confirmation upon receipt of your booking request. 

Change Policy

Any requested change to a confirmed service should be submitted as early as possible, at least 12 hours before the scheduled service start time (at least 24 hours before scheduled service time for events). Change requests are to be made with our bookings office and cannot be made with drivers directly.  Change requests will be accommodated to the best of our ability.  If a change request cannot be accommodated to the client’s needs and results in a cancellation, the client will be charged in accordance with our cancellation policy terms.

Vehicle Request Policy

We reserve the right to upgrade a vehicle request to accommodate a client’s reservation at no charge to the client if deemed necessary by us.

Rates & Billing

All rates are subject to audit after order completion; to include actual tolls, parking fees, additional stops, extra time beyond time allotted, extra distance beyond distance allotted, service during late night time period, and additional waiting time beyond free waiting time allotted. Extra hours are billed for the number of hours above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers above the kilometer limit included in the service, in 1km increments.

All applicable charges for the service will be presented to the client at the time of quotation and booking confirmation, according to the service itinerary provided in advance of service. Any itinerary change by the client during service, which incurs additional charges, will be billed accordingly. Applicable charges as a result of itinerary change will be presented to the client at the time of change.

For transfer service, extra waiting time needed beyond the free waiting time period will be billed at the hourly rate (or extra hour rate). Pickup time after the late night service period, if applicable, will be charged a flat fee. Additional stops will be charged a flat fee. Extra wait time hourly rate and late night service fee will be provided at the time of quotation and booking confirmation.

For hourly hire service, including half day and full day hire, the minimum posted number of hours is only the minimum number of hours we will accept an order for, not what the client will be billed for. Extra hours are billed at the hourly rate (or extra hour rate) for the number of hours used above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers for actual travel distance used above the kilometer limit included in the service, in 1km increments. Pickup time during the late night service period will be charged either a flat fee or hourly fee. Travel to areas out of downtown, including the airport, may be subject to additional fees. Extra hour rate, extra kilometer rate, late night service fee, and any additional fees for travel outside of downtown area will be provided at the time of quotation and booking confirmation.

Rates are inclusive of taxes. Gratuity is not required and can be provided to the driver directly at the client’s sole discretion.

Quotes will be provided upon request. All quotes provided are to be considered as estimates only, and actual charges will be determined upon the completion of the service.

Out of Pocket Surcharges

All out of pocket charges, including, but not limited to: road tolls, parking, port fee, airport fees, carts, child safety seats, greeter fee, driver meal, driver entrance tickets to restricted areas, and special requests will be billed at cost to the client. All applicable surcharges for service will be presented to the client at the time of quotation and booking confirmation.

Event & Local Holiday Period Surcharges

Rates may be subject to increase during peak demand event periods and local holidays. All applicable increases in rates for service during applicable dates will be presented to the client at the time of quotation and booking confirmation.

Payment Methods

We accept credit card (Visa, MasterCard and American Express), PayPal, and WeChat Pay.  For credit card payment, prior to service the client’s credit card will be pre-authorized in the service amount in order to secure the booking.  For any booking cancellation that is free-of-charge or partial charge, the relevant pre-authorized amount will be voided. The client’s card will only be charged after the service is complete according to the actual service provided.

Payment by Paypal requires pre-payment of the service amount in order to secure the booking.  Paypal applies a non-refundable transaction processing fee to all payments; for any booking cancellation that is free-of-charge or partial charge, a 4% Paypal transaction processing fee will be deducted from the total refund amount.

Payment by WeChat Pay requires pre-payment of the service amount in order to secure the booking. 

Payment via cash or wire transfer is by arrangement. For payment in cash, prior notice is necessary. Change will be given in local currency only. Cash payments still require the client’s credit card details to secure the booking.

A receipt will be emailed to the client after the service is complete.

Stored Card Authorization & Future Charges

By confirming a booking with Asia Car Service, you authorize us to securely store your payment details in compliance with PCI-DSS standards for the purpose of completing your transaction and processing any additional charges related to your service. This authorization applies to all major card networks, including Visa, Mastercard, American Express, and others.

This stored credential authorization allows us to:

  • Complete the current booking transaction
  • Apply additional charges arising from the service, such as extra waiting time, additional distance, or stopovers, toll fees, parking charges, or requested route changes, cancellation or no-show fees per our policy, gratuity (where applicable or requested)

You agree that future charges related to your booking may be processed without further action from you, and may occur after the service has been completed.

You also authorize us to use the stored card for subsequent bookings initiated by you or on your behalf — including those made by executive assistants, travel managers, concierge agents, or other designated representatives — via phone, email, messaging, or through our booking platform.

All such transactions are conducted under the guidelines of major card networks’ Stored Credential and Merchant-Initiated Transaction (MIT) frameworks.

If you would like to revoke this authorization or update your stored card, please contact our customer support team at bookings@asiacarservice.com.

Affiliate Service Policy

We utilize, at our own discretion, affiliate service providers to provide limousine and ground transportation services requested by clients.

Vehicle Images

Vehicle images listed on our websites may differ from the actual vehicle; all affiliated vehicles are late models and well maintained.

Lost or Damaged Items

We are not responsible for loss or damage to passenger’s personal luggage or any personal belongings left in the vehicle. We reserve the right to charge a delivery fee for returning lost items if found. We will assist with luggage at a client’s request, but assume no liability for doing so.

Passenger Behavior 

Passengers are not permitted to smoke in any Passenger Vehicle (including using Electronic cigarettes). Violating this policy will result in additional charges, including compensation for the loss of business due to vehicle downtime (minimum 1 full day hire fee), as well as the cost of the cleaning and any other damage incurred.   

Smoking in passenger vehicles is also prohibited by law in many countries, and any regulatory penalties that occur will be the liability of the passenger.

Passengers shall not consume alcohol in any Passenger Vehicle and we and the Driver reserve the right to decline carriage to any Passenger and/or require a Passenger to alight from a Passenger Vehicle who, in our opinion, is intoxicated.

All Passengers are required to use seatbelts at all times.

We may charge reasonable repair or cleaning charges plus a fee representing loss of earnings for the Driver in the event of spillages in or in the event that any Passenger vomits in, or otherwise soils, contaminates or damages a Passenger Vehicle.

Service Details Accuracy

For all requested and reserved services, the client is required to provide us accurate and complete service details, including but not limited to pick-up and drop-off points, service dates and times, quantity of passengers and luggage, contact telephone and email.  We take no liability or responsibility for problems with service that arise from inaccurate or incomplete information provided, and service charges will apply as per our Rates & Billing Policy, Cancellation Policy, Change Policy and No-Show Policy.

The client agrees to indemnify and keep us fully indemnified from and against any direct and indirect losses, claims, expenses, damages or liability whatsoever incurred or suffered by us as a result of the negligence, acts or omissions or default under the Contract by the Customer, or its employees, agents or subcontractors or any Passengers.

Child Safety Seats

Child seats are the responsibility of the parents or guardians of children travelling. Parents and guardians travelling are responsible for providing, installing and using the child safety seats, in accordance with local laws and regulations.  Accordingly, Asia Car Service does not provide child safety seats as a policy.  

We may be able to accommodate a child seat special request, though it is understood  that in such cases we do not take responsibility for car seat related issues; the parents or guardians travelling are responsible for seat inspection, installation and independent assessment in deciding whether or not to use a provided car seat.

Uncontrollable Acts, Acts of God and/or Acts of Mother Nature

In no event will we or our affiliate service partners, be liable or responsible for damages of any kind caused by any delay in performance or failure to perform, caused by circumstances beyond its control, including but not limited to, weather, natural disaster, traffic congestion, accidents, flight delays, road closures, act of God, act of war or terrorism, act of any public authority or sovereign government.

In-Vehicle Complimentary Wi-Fi

Many of our vehicles offer passengers complimentary In-Vehicle access to Wi-Fi. Any passengers who utilize the complimentary in-vehicle Wi-Fi understands and agrees that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technology. These security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your device or network. Accordingly, all passengers agree that Asia Car Service, its subsidiaries, affiliates, parents, owners, investors, and insurers will not be liable for any interception of transmissions, loss of data, file corruption, hacking or damage to your computer or network that results from the transmission or download of information or materials through the service.

Effective: 20 May 2018

Last Revised: 01 April 2025 (current version)

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Website and Mobile App User Agreement

Otis Group Company Limited trading as Asia Car Service (ACS), registered in Hong Kong and whose registered office at Suite 2803 Tung Wai Commercial Building, 109-111 Gloucester Road, Wan Chai, Hong Kong owns and operates web sites at www.asiacarservice.com, www.chinacarservice.com and numerous city specific websites which are subsets of these sites (collectively, the “Web Site”), the on-line reservation services (Services) and the ACS Member Preferred Mobile Application (“Mobile App”), are subject to the terms and conditions of use set forth below (“Terms of Use”). For the purposes of these Terms and Conditions “We”, “Our” and “Us” refers to Asia Car Service. Please review these Terms of use carefully before using this website. Your use of this website indicates your agreement to be bound by these Terms and Conditions.

Please read these terms of use carefully before using the web site, the services, or the mobile app. By using the web site, the services, or the mobile app, you agree to these terms of use. If an individual is using the web site, the services, or the mobile app on behalf of a business entity, whether as an employee, consultant or agent of such business entity, by doing so, such individual represents that they have the legal capacity and authority to bind such business entity to the terms of use. “You” shall refer both to the individual accessing the web site, the services, or the mobile app on behalf of a business entity, if any, and any such business entity itself. We may change these terms of use from time to time without notice, and such changes will be effective on the date they are posted on the web site. Use of the web site, the services, and the mobile app after such changes have been posted constitutes your acceptance of all such changes. If you do not agree to these terms of use, do not use the web site, the services, or the mobile app.

Acceptable Use

You may only use this Web site, the Services, or the Mobile App in accordance with these Terms and Conditions and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within Hong Kong or other jurisdiction from which you are accessing this website.

In particular, you agree that you will not:

  • Post, transmit or disseminate any information on or via this Web site, the Services, or the Mobile App which is or may be harmful, obscene, defamatory or otherwise illegal
  • Make any other unauthorized, false or fraudulent booking
  • Deface, alter or interfere with the front end ‘look and feel’ of this Web site, the Services, or the Mobile App or the underlying soft-ware code
  • Obtain or attempt to obtain unauthorized access, via whatever means, to any of Our networks
  • Use this Web site, the Services, or the Mobile App in a manner which causes or may cause an infringement of the rights of any other
  • Use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this Web site, the Services, or the Mobile App including but not limited to uploading or making available files containing corrupt data or viruses via whatever means
  • Take any action that imposes an unreasonable or disproportionately large load on this Web site, the Services, or the Mobile App or related infrastructure

Without prejudice to any of our other rights (whether at law or otherwise) we reserve the right to:

  • Cancel your bookings without reference to you and/or
  • Deny you access to this Web site, the Services, or the Mobile App where we believe (in Our absolute discretion) that you are in breach of any of these Terms and Conditions
Data Protection

Any personal information you supply to us when you use this Web site, the Services, or the Mobile App will be used in accordance with our privacy policy.

Property Rights

All trademarks, copyright, database rights and other intellectual property rights in the materials on this website, the Services, or the Mobile App (as well as the organization and layout of these) together with the underlying software code are owned either directly by Us or by our licensors. Without our prior written permission, you may not copy, modify, alter, publish, broadcast, distribute, sell or transfer any material on this website or the underlying software code whether in whole or in part.

Changes to this Website

We may make improvements or changes to the information, services, products and other materials on this Web site, the Services, or the Mobile App or terminate them, at any time without notice. We may also modify these Terms and Conditions at any time, and such modification shall be effective immediately upon posting of the modified Terms and Conditions on this Web site, the Services, or the Mobile App. Accordingly, your continued access or use of this Web site is deemed to be your acceptance of the modified Terms and Conditions.

Third-Party Applications

The Web Site, the Services, and the Mobile App may enable you to link or connect you to use functionalities of third party applications, services or sites that are not owned or controlled by Us (“Third Party Applications”). Any Third Party Applications are subject to the terms and conditions of the relevant third party provider. We have no control over and are not responsible or liable for any matters relating to your dealings or transactions with such third parties and over any third party content, syndicated content, applications, services, sites, advertisements, links, privacy policies and/or practices of any such third parties that may be accessible via the Web Site, the Services, or the Mobile App. It is your responsibility to check the privacy policies and terms of service and usage of all third party sites that you visit prior to downloading or using any such Third Party Applications. This website, the Services, or the Mobile App may include links to other internet sites. We do not endorse any such websites and are not responsible for the information, material, products or services contained on or accessible through those websites. Your access and use of such websites remains solely at your own risk.

Limitation of Liability

In no event will We be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website, the Services, or the Mobile App or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by negligence or for fraudulent misrepresentation.

Disclaimer of Warranty

To the maximum extent permitted by law, we disclaim all implied warranties with regard to the information, services and materials contained on this website. All such information, services and materials are provided “as is” and “as available” without warranty of any kind.

We make no warranty, implied or explicit, that any part of the service will be uninterrupted, error-free, virus-free, timely, secure, accurate, reliable or any quality, nor that the content is safe in any manner for download. You understand and agree that neither We nor any participant in the site and its services provides professional advice of any kind and that use of such advice or other information is solely at your own risk and without our liability of any kind.

Indemnification

You agree to indemnify, defend and hold Us harmless from any liability, loss, claim and expense (including reasonable legal fees) related to your breach of these Terms and Conditions.

Miscellaneous

These Terms and Conditions contain all the terms of your agreement with us relating to your use of this website, the Services, or the Mobile App. No other written or oral statement (including statements in any brochure or promotional literature published by us) will be incorporated.

Your use of this website, the Services, or the Mobile App, any downloaded material from it and the operation of these Terms and Conditions shall be governed by and construed in accordance with the laws of Hong Kong SAR and you agree to submit to the non-exclusive jurisdiction of the Hong Kong SAR courts.

Effective: 20 May 2018

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Cookie Policy

Otis Group Company Limited reports the use of cookies on its websites: www.asiacarservice.com, www.chinacarservice.com and the subset of market specific carservice.com websites it owns.

What are Cookies?

Cookies are files that may be downloaded to your device through web pages. They are essential tools to provide various information society services. This includes allowing a website to store and recover information on a user’s or device’s browsing habits and, depending on the information obtained, using this information to recognise the user and improve the service offered.

Type of Cookies

There are two types of cookies depending on which entity manages the domain from which the cookies are sent and handles the data:

First-party cookies: these are sent to the user’s terminal equipment from a machine or domain managed by the publisher who is providing the service requested by the user.

Third-party cookies: these are sent to the user’s terminal equipment from a machine or domain that is not managed by the publisher themselves, but rather by an entity that processes data obtained through cookies.

If cookies are installed from a machine or domain managed by the publisher themselves but the information collected through these is managed by a third party, they cannot be considered first-party cookies.

There is also a second classification depending on the period of time for which the cookies are stored in the client’s browser, either:

Session cookies: designed to collect and store data while the user is accessing the website. They tend to be used to store information that is only of interest to maintain the service requested by the user on a single occasion (e.g. a list of products purchased).

Persistent cookies: data is stored on the terminal and can be accessed and processed for a specific period defined by the party responsible for the cookie, ranging from a few minutes to several years.

Lastly, there is another classification with five types of cookies depending on the purpose for which the data obtained is processed:

Technical cookies: these allow the user to browse a web page, platform or application and use different options or services on those such as to control traffic and communication of data, identify the session, access restricted sections, record parts of an order, process purchase of an order, process registration or participation forms for an event, use security devices during browsing, store content to broadcast videos or audio, or share content through social media

Customisation cookies: these allow the user to access a service with certain general predefined characteristics depending on a series of criteria in the user terminal such as language, type of browser used to access the service, configuration for the region from which the service is accessed, etc.

Analysis cookies: these allow the party responsible for the cookies to track and analyse the behaviour of website users when enabled. The information collected through this type of cookies is used to measure activity on websites, applications or platforms and to prepare browsing profiles for the users of those sites, applications and platforms in order to develop improvements based on analysis of usage data from service users.

Advertising cookies: these are used to ensure the most efficient management of advertising spaces.

Advertising behavioural cookies: these store user behaviour information that is obtained by continuously observing their browsing habits. This helps develop a specific profile to display relevant advertising.

External social media cookies: these are used so that visitors can interact with the content via social media (Facebook, YouTube, Twitter, LinkedIn, etc.) and are generated solely for users of this social media. The conditions for use of these cookies and the information gathered is covered in the privacy policy of the respective platform.

Deactivating and Deleting Cookies

You can choose to allow, block or delete cookies installed on your device by changing your browser settings. When deactivating cookies, some services available may no longer work. The method to deactivate cookies is different for each browser, but can normally be done in the Settings or Options menu. The Help menu of your browser will also contain instructions. Users may choose which cookies they want to work on this website at any time.

You can allow, block or delete cookies installed on your device by changing the settings in the browser installed on your device:

Microsoft Internet Explorer | Microsoft Edge: https://support.microsoft.com/en-us/windows/manage-cookies-in-microsoft-edge-view-allow-block-delete-and-use
Mozilla Firefox: https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop
Chrome: https://support.google.com/accounts/answer/61416?hl=en
Safari: https://support.apple.com/en-vn/guide/safari/sfri11471/mac
Opera: https://help.opera.com/en/latest/web-preferences/#cookies

You can also manage the storage of cookies in your browser using tools such as:

Ghostery: www.ghostery.com
Your online choices: www.youronlinechoices.com

Cookies Used

Below we identify the most relevant cookies used on this portal, as well as their classification and purpose.

 
Acceptance of the Cookie Policy

We assume that you accept the use of cookies. However, information on our Cookie Policy is displayed in the bottom or top part of our website portal each time you log-in so that you are aware of it.

You can take the following actions with regard to this information:

Accept cookies: You will not see this notice again when you access any page on our site during this session.
Close: The notice is hidden on this page.
Change your settings: Please see the section: “Deactivating and deleting cookies”. 

Change Cookie Preferences

Change Cookie Preferences –  Manage your consent settings for cookies and tracking technologies.

Changes to this Policy

Any changes to this privacy policy will always be posted to this page of our website.

Last Review Date: 02 May 2024

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Privacy Policy

1.     Introduction

1.1     This Privacy Policy explains how Asia Car Service along with its affiliates (referred to as “we”, “our”, “us” and “ACS”) collect, hold, process, transfer and use information and/or data provided by you to us, including but not limited to your personal data and what corresponding rights you have in relation to the processing of your personal data. For the purpose of this Privacy Policy, ACS means the particular entity providing Services for you on the date you receive this Privacy Policy. Please see the list of all ACS entities in Appendix 2 to this Privacy Policy.

1.2     This Privacy Policy concerns the following personal data that we collect about you when you use or access our mobile applications (referred to as “Applications”) and our website at www.asiacarservice.com.

1.3     We operate Applications and website to act as a platform to connect users of our platform to drivers, including individuals using other modes of transportation, and to help facilitate such drivers to provide our quality transfer and chauffeured transportation services and related services (“Services”). Our Applications and Services are primarily designed for adults. We will not knowingly collect any personal data from minors (i.e. persons who have not attained the age of 18 years, or equivalent minimum age for full legal capacity in relevant jurisdiction) unless such data has been provided with prior consent from a relevant person (i.e. a person who has parental responsibility for the minor). In the event that you as the relevant person disclose such personal data of a minor under your parental responsibility to us, you hereby consent to the collection and processing of such minor’s personal data and accept and agree to be bound by this Privacy Policy. If we are informed of any collection of personal data from a minor without the consent of a person with parental responsibility over such minor, we will delete such personal data.

1.4     This Privacy Policy applies to personal data of:

a) Visitors: individuals who visit our website or download or access the Applications without being a User as defined below;
b) Users: individuals who: (i)use, request or receive Services; (ii) contact us through our website, Applications or by phone or other means of communications; (iii) enter into our contests or competitions; or (iv) subscribe to our updates or blog;
c) Agents: representatives of our corporate customers or business partners such as owners, managers, leaders or other representatives of a fleet; and
d) Drivers: individuals who provide or submit applications to us to provide Services through our Applications individually or through partner companies, whether or not subsequently successfully registered as a driver for ACS.

jointly referred as “you” or “your” personal data.

1.5     Please read this Privacy Policy and understand it before using our website, Services or Applications.

1.6     BY PROVIDING YOUR PERSONAL DATA OR USING OUR WEBSITE OR THE APPLICATIONS OR OUR SERVICES, YOU ACKNOWLEDGE AND AGREE TO THE TERMS OF THIS PRIVACY POLICY AND GIVE US YOUR CONSENT TO PROCESS YOUR PERSONAL DATA.

2.     Sources of personal data

2.1     When you visit our website, access or use our Applications and Services, we are likely to ask you to provide your personal data. If you do not provide the relevant data, we may not be able to provide you with our services or respond to any queries you may have. For example, you may not be able to request transportation services through our website or Applications.

2.2     We will collect and process the personal data:

a) provided by you directly to us, such as during account creation through our Applications, your entry into our promotional activities, subscribing to our blog or updates, or sending us correspondence through our website, Applications or by phone;
b) generated during your use of our website, Services and Applications. For example, we may collect your IP address and device information (such as device name and model, operating system, Mac address, unique device identifier (IMEI, IMSI, IDFA, IDFV), device and SIM card serial numbers and mobile and wireless network configurations and information) when you visit our website or use our Applications;
c) we obtained from third parties (such as third party agents, other Users, our service providers and business partners). For example, our third party agents may provide us with additional verification and background information of Drivers, other Users may provide us with your name and phone number when booking a vehicle for you.

3.     What personal data do we collect about you?

3.1     The personal data collected by us about you will include the following data:

A. from Visitors:

    1. IP address or other unique device identifiers; and
    2. usage of our website or the Applications.

B. from Users:

    1. name;
    2. email address;
    3. phone number;
    4. address;
    5. correspondence with us;
    6. IP address or other unique device identifiers;
    7. payment and banking information;
    8. geolocation;
    9. User profile information, including login details and passwords, profile picture, saved routes, language preference, beloved drivers’ details, feedback, ratings, compliments, order details, type of service used and referrer and referee information of a referral program participated by the User;
    10. Applications usage or other relevant data; and
    11. personal data voluntarily entered by the User in free text box when using our Services.

C. from Agents:

    1. name;
    2. email address;
    3. company name;
    4. job title;
    5. phone number;
    6. business industry;
    7. address;
    8. correspondence with us;
    9. IP address or other unique device identifiers;
    10. payment and banking information;
    11. geolocation;
    12. agent profile information (including profile photo);
    13. applications usage or other relevant personal data; and
    14. copy of ID card or national identification number and expiry date.

D. from Drivers:

    1. name;
    2. phone number;
    3. email address;
    4. home address;
    5. correspondence with us;
    6. IP address or other unique device identifiers;
    7. payment and banking information;
    8. geolocation;
    9. Driver profile information, including login details and passwords, profile picture, vehicle picture, language preference, feedback, ratings, compliments and referrer and referee information of a referral program participated by the Driver;
    10. applications usage or other relevant data;
    11. driving licence identification number and expiry date;
    12. information required to collect and pay any fees;
    13. vehicle information and picture;
    14. vehicle insurance information;
    15. copy of ID card, national identification number, expiry date and ID card photos;
    16. photos of the Driver’s face and relevant face recognition data voluntarily provided by the Driver during verification; and
    17. date of birth.

3.2     We only collect personal data that we reasonably need for use in connection with the purposes stated in paragraph ‎4 of this Privacy Policy. We do not collect personal data that is unnecessary or excessive.

4.     How do we use your personal data?

4.1     We may collect, process, compile and collate your personal data in the form of:

A. for Visitors, Users and Agents:

    1. records of profile information;
    2. remarks, records and reports of usage of our Services, including records of interaction with customer service;
    3. records of payment in respect of our Services;
    4. records and reports of usage of our Applications, including bug reports, competitions or contests and login sessions;
    5. records of your live chat history and feedback and rating to Drivers;

B. for Drivers:

    1. records of profile information;
    2. records and reports of usage of our Services, including records of interaction with customer service, Driver operations, field agents and third-party service providers;
    3. records of payment in respect of our Services;
    4. records and reports of usage of our Applications, including bug reports, competitions or contests and login sessions;
    5. reports of live chat history and feedback from Users and Agents;
    6. records of your deliveries and performance; and
    7. records of your vehicles, driving permit, vehicle insurance and vehicle license.

4.2     We may process your personal data for the following purposes.

A. Visitors, Users and Agents:

    1. to provide and maintain our Services such as to:
      a. create, update and maintain your account registered with us;
      b. enable transportation and deliveries;
      c. track deliveries; and
      d. offer, process or facilitate payment for deliveries or our Services.
    2. to monitor the use of our website, Services or Applications (such as diagnosis of problems with our servers, advertisement tracking and user behaviour analysis);
    3. to help maintain the safety, security and integrity of our Services and prevent crime and fraud;
    4. to personalise your experience on our Applications: identifying your preferences and behaviour help us to better understand your individual needs and interests and provide you with more tailored Services. We may require your consent for some of this marketing activity. In such cases where consent is required, we will only conduct the marketing activity if we have obtained your consent. You may choose to unsubscribe at any time if you do not wish to receive such information;
    5. to improve our website, Services and Applications or develop new ones: we may use your personal data to develop new features and functionality, to improve our software and interface design, we may use the error reports to improve security features;
    6. for customer service: your personal data helps us to more effectively respond to your customer service requests, receive feedback and support needs;
    7. for research and development: your personal data will help us test, research, analyse, assist with product development and machine learning to improve your experience;
    8. to compile aggregate statistics about you and to analyse your Services and Applications usage;
    9. for non-marketing communications related to our Services such as notifications of changes to our Applications or our Services;
    10. to administer our business: we may use your personal data for the management and administration of our business (including administering and maintaining databases storing personal data);
    11. for legal proceedings or as required by regulators, government entities and official enquiries, or to comply with our legal obligations; and
    12. for direct marketing, subject to having obtained your consent in accordance with applicable laws and as contemplated in paragraph ‎14 of this Privacy Policy.

B. Drivers:

    1. to provide and maintain our Services such as to:
      a. create, update and maintain your account registered with us;
      b. enable and notify transportation, orders and deliveries;
      c. track deliveries; and
      d. offer, process or facilitate payment for deliveries or our Services.
    2. to monitor the use of our Services, Applications and website (such as diagnosis of problems with our servers, advertisement tracking and user behaviour analysis);
    3. to help maintain the safety, security and integrity of our Services and prevent crime and fraud, such as to screen Drivers;
    4. to verify Drivers’ accounts, identity or compliance with safety requirements: we may process ID card photos, profile pictures and photographs submitted by you  to protect your accounts, identity and/or safety. In some regions, we may also use facial recognition technology to prevent unauthorized or illegal access to Drivers’ accounts.
    5. to personalise your experience on our Applications: identifying your preferences and behaviour help us to better understand your individual needs and interests and provide you with more tailored Services. We may require your consent for some of this marketing activity. In such cases where consent is required, we will only conduct the marketing activity if we have obtained your consent. You may choose to unsubscribe at any time if you do not wish to receive such information;
    6. to improve our website, Services and Applications or develop new ones: we may use your personal data to develop new features and functionality, to improve our software and interface design, we may use the error reports to improve security features;
    7. for customer service: your personal data helps us to more effectively respond to your customer service requests, receive feedback and support needs;
    8. for research and development: your personal data will help us test, research, analyse, assist with product development and machine learning to improve your experience;
    9. to compile aggregate statistics about you and to analyse your Services and Applications usage and deliveries, including performance metrics of services provided by the Driver;
    10. for non-marketing communications related to our Services such as notifications of changes to our Applications or our Services;
    11. to administer our business: we may use your personal data for the management and administration of our business (including administering and maintaining databases storing personal data);
    12. for legal proceedings or as required by regulators, government entities and official enquiries, or to comply with our legal obligations;
    13. for direct marketing, subject to having obtained your consent in accordance with applicable laws and as contemplated in paragraph ‎14 of this Privacy Policy; and
    14. for providing benefits to the Drivers, including the purchase of insurance.

4.3     If we want to use your personal data for other purposes not covered by this Privacy Policy, we will notify you and obtain your prior consent where applicable, and ensure that the use of your personal data complies with the applicable laws.

4.4     We are allowed to use your personal data in these ways because of one or more of the following apply:

A. we have obtained your consent;
B. we need to do so in order to perform our contractual obligations with you;
C. we have legal duties and regulatory obligations that we have to discharge;
D. the use of your personal data as described is necessary for our legitimate interests;
E. we need to do so in order to response to public health incidents or to protect the vital interests of natural persons; or
F. we have other legally valid grounds recognized by applicable laws to process your personal data.

4.5     Not all data protection laws are the same so not all of the legal grounds referred to in paragraph ‎4.4 apply in all jurisdictions (e.g. legitimate interests is not a legal ground allowed in some jurisdictions). We will process your personal data in accordance with the legal grounds permitted by applicable laws in your jurisdiction.

4.6     Your personal data collected by us will not be sold, exchanged, shared, transferred or given to a third party for their own direct marketing purposes unless we have your prior consent or we have other legally valid grounds recognized by applicable laws.

5.       Personal data sharing and disclosure

5.1     Our Services require that we share your personal data with other users. This includes:

A. sharing Users’ or Agents’ full name, phone number, personal data contained in free text box voluntarily entered by a User, and pick up or drop off locations with Drivers after an order has been initiated for the purposes of completing a pickup and transportation;
B. sharing the Driver’s name, phone number, driver profile information, vehicle information, vehicle picture and geolocation with Users or Agents after an order has been initiated for the purposes of completing a a pickup and transportation; and
C. if you are a member of a fleet, your personal data (e.g. name, phone number, driver profile information, records and reports of usage of our Services and Applications, records of payment, vehicle information) will be shared with the owner or manager of the fleet.

You should take care when disclosing your personal data to Drivers, or to Users or Agents. You understand and acknowledge that we cannot control the actions of other users with whom you may choose to share the personal data with. We do not monitor the use of such features in the normal course of business although we reserve the right to do so at our discretion. Therefore, you understand and acknowledge that we cannot and do not guarantee that the personal data you share with other users will not be reviewed by unauthorised persons. You also acknowledge that your personal data may still be accessed by the relevant users with whom you shared the personal data with after the a pickup and transportation is completed. For example, the relevant user may view the transaction records which contains your personal data.

5.2     We may also share your personal data to provide our website, Services, Applications or for legal reasons with:

A. our employees, officers or independent consultants;
B. our auditors and external legal and financial advisors;
C. our suppliers, business partners, data processors and sub-contractors including:

    1. IT service and software suppliers;
    2. payment processors and facilitators;
    3. cloud platform service providers;
    4. cloud storage providers;
    5. data analytics providers;
    6. research partners;
    7. marketing and advertising agencies who create our advertisements and promotions;
    8. background check and identity verification providers;
    9. vendors that assist us to enhance the safety and security of our website and Applications; and
    10. customer service providers;

D. our insurers and bankers, and our Drivers’ insurers;
E. any regulator or government body to whom we are under an obligation or otherwise required to make disclosure under the requirements of any applicable laws;
F. our affiliates: we share personal data with our subsidiaries and parent companies and overseas affiliates to help us provide our Services or conduct data processing on our behalf;
G. any applicable persons if we believe it is required by applicable laws, legal process, governmental request or where the disclosure is appropriate due to safety concerns. This includes exchanging your personal data with other companies or organisations for the purposes of crime / fraud protection and prevention; or
H. another company with connection in or during negotiations of any merger, sale of company assets, consolidation or restructuring, financing or acquisition of all or a portion of our business by or into that other company.

5.3     Our Applications use third party services that may collect information used to identify you. To the extent possible, we will ensure third parties are under confidentiality obligations before we share your personal data with the third parties set out in paragraph ‎5.2 of this Privacy Policy.

5.4     Our third party service providers include Google Play Services and Sentry. The privacy policy of each can be accessed through their respective links.

5.5     We may share your personal data with anyone other than as described in paragraph 5.2 of this Privacy Policy. Under such circumstances, we will notify you and will receive your consent beforehand if required by applicable laws.

5.6     We will not sell your personal data to any third parties and guarantee the legitimate and fair use of personal data only to the extent permitted by law.

6.       International transfer of personal data

6.1     Our business is international and our operations are spread around Asia and the Middle East. As a result, we collect and transfer personal data on a global basis. That means that we may transfer your personal data to locations outside of your country / region. We will ensure that such transfer of your personal data takes place subject to this Privacy Policy and comply with applicable laws. For example, where applicable laws require, we will ensure that the personal data transferred to locations outside of your country / region will be protected at a standard that is comparable to that under the applicable laws, and we will procure a similar undertaking from any overseas recipient of your personal data if required by applicable laws.

6.2     For more information, please contact us using the details set out in “Contact us” section below.

7.       Security of personal data

7.1     Once we receive your personal data, we will use all reasonably practicable steps and security measures as required under the applicable laws, to ensure that your personal data is stored securely and protected by us and our data processors against unauthorised or accidental access, processing, erasure, loss or use.

7.2     Your personal data will be kept confidential and secure except for the purposes and uses as set out in this Privacy Policy and will only be disclosed on a “need-to-know” basis.

7.3     If we outsource and entrust your personal data with data processors, we will use contractual and other means to monitor the data processors’ compliance with this Privacy Policy.

7.4     We have adopted organisational, physical and technical security measures that are in line with the industry standards to protect the personal data you provide. Our security measures may include SSL certificate signing, TLS encryption and hashed password storage.

7.5     You are responsible for keeping your Applications password confidential. You must not disclose or otherwise reveal your Applications password to any third parties. Please let us know immediately if you believe your password or record has been compromised.

7.6     The transmission of information through the internet is not completely secure. Although we use security measures to secure your personal data, we cannot guarantee the security of your personal data transmitted to the Applications and any transmission is at your own risk.

8.       Retention of personal data

8.1     Personal data collected from you will not be kept longer than necessary for the carrying out of the purposes stated in paragraph ‎4 of this Privacy Policy, unless otherwise required or permitted by applicable laws.

8.2     If your account registered with our Applications has not been accessed over a period of three years or we have closed your account upon your request (“End Date”), your personal data will be retained by us for as long as is necessary for the purposes stated in paragraph 4 of this Privacy Policy, or for as long as is permitted by applicable laws. We may retain your personal data for a longer period if it is necessary for us to do so to comply with our contractual or legal obligations, or you have consented to our continued retention of it.

8.3     At the end of the retention period, we will ensure that your personal data, all app-related data and account-related information will be deleted. For any physical documents containing your personal data, the documents will be shredded or otherwise destroyed by means that ensure the confidential and secure destruction of the documents.

8.4     We will ensure that our data processors only retain your personal data only for as long as is necessary for the fulfilment of the purposes stated in paragraph ‎4 of this Privacy Policy. Our data processors will delete personal data held if personal data is no longer required for the purposes stated in paragraph 4 of this Privacy Policy unless any deletion is prohibited under applicable laws.

9.       Your rights

9.1     We respect your legal rights to your personal data. We list below your legal rights and the measures we take to protect these rights. Not all data protection laws are the same so not all of these rights apply in all jurisdictions.

A. the right to obtain information regarding the processing of your personal data and access to the personal data which we hold about you;
B. the right to request that we rectify your personal data if it is inaccurate or incomplete;
C. the right to request that we erase, block or anonymise your personal data in certain circumstances. Please note that there may be circumstances where you ask us to erase, block or anonymise your personal data, but we are legally entitled to retain it;
D. in some circumstances, the right to receive some personal data in a structured, commonly used and machine-readable format and/or request that we transmit this data to a third party where this is technically feasible. Please note that this right only applies to personal data which you have provided to us;
E. the right to withdraw your consent to our processing of your personal data. Please note, however, that we may still be entitled to process your personal data if we have another legitimate reason (other than consent) for doing so. For example, we may need to retain your personal data to comply with a legal obligation;
F. the right to obtain information about the possibility of refusing consent and the respective consequences. When the consent is used as legal basis for the processing of personal data, you are entitled to be informed about the possibility of refusing consent and the consequence of such refusal;
G. the right to object to, and the right to request that we restrict our processing of your personal data in certain circumstances. There may be circumstances where you object to, or ask us to restrict our processing of your personal data but we are legally entitled to continue processing your personal data and/or to refuse that request;
H. the right to request us for the history your personal data that we have collected;
I. the right not to be subject to a decision based solely on automated processing; and
J. the right to lodge a complaint with the competent authority if you think that any of your rights have been infringed by us.

9.2     We will take appropriate technical measures to enable you to control how we use your personal data. In addition to exercising some of your rights through your Applications account, you can exercise all your rights by contacting us using the details set out in the “Contact us” section below.

10.     Cookies

Please refer to our Cookie Policy which can be obtained here: https://www.asiacarservice.com/policies/#how-we-use-cookies

11.     Third party links

11.1   Occasionally, at our discretion, we may include or offer links to third party products or services on our website or Applications.

11.2   These third party websites have their own separate and independent privacy policies and user terms which you must review before using their services.

11.3   We take no responsibility or liability for the content and activities of these third party linked websites or their products and services.

11.4   We seek to protect the integrity of our website and Applications, and welcome any feedback on these third party links.

12.     Changes to our Privacy Policy

12.1   We may update this Privacy Policy from time to time in response to changing legal, technical or business developments. When we update our Privacy Policy, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Policy changes if and where this is required by applicable laws. You can see when this Privacy Policy was last updated by checking the “last updated” date displayed at the top of this Privacy Policy.

12.2   You should review this Privacy Policy periodically. By continuing to use our website, our Applications or Services you will be deemed to have accepted to the changes or updates to this Privacy Policy. If you do not consent to such changes or updates made to the Privacy Policy, we will not be able to provide you access to our Applications or provide our Services to you.

13.     Contact us

All comments, queries, complaints, data access requests or data correction requests relating to our use of your personal data are welcome and should be addressed to: admin@asiacarservice.com 

14.     Direct Marketing

14.1   If we provide our Services or interact with you in the course of engagement with a company or business entity, we intend to directly market our website, Services or Applications to you in that capacity and for the use of that company or business entity.

14.2   If we provide our Services or interact with you in your personal capacity, we intend to use your personal data to directly market our website, Services or Applications to you.

A. The type of personal data we use for direct marketing purposes are:

    1. your name
    2. your email address
    3. your phone number
    4. your address

B. The direct marketing activities we conduct using your personal data are:

    1. newsletters or blogs
    2. promotions of our website, Services or Applications
    3. competitions or contests held by us
    4. updates in respect our website, Services or Applications
    5. surveys in respect of our website, Services or Applications
    6. event invitations
    7. festive greetings
    8. advertisements of our website, Services or Applications
    9. loyalty programs

14.3   We will not use the types of personal data for the direct marketing activities described in paragraph ‎14.2 of this Privacy Policy unless we have received your consent.

14.4   You may request us to cease using your personal data for direct marketing purposes at any time by emailing us at: admin@asiacarservice.com, or by replying with the heading “unsubscribe” to any direct marketing communication from us.

15.     Language Versions

In case of any discrepancy between the English version and any regional language version of this Privacy Policy, the English version prevails.

APPENDIX 1

JURISDICTION SPECIFIC TERMS

HONG KONG

The use of personal data for direct marketing by us for which you are notified are as follows:

Our Own Marketing Activities: We may market services, products and subjects in the following classes which the we believe may be of relevance to you:

  • our quality transfer and chauffeured transportation services and our other services;
  • reward, loyalty or privileges programmes and related services and products;
  • services and products offered by our co-branding partners and/or co-branding partners of any other ACS entities (the names of such co-branding partners can be found in the application form(s) and/or advertising material(s) for the relevant services and products, as the case may be); and
  • donations and contributions for charitable and/or non-profit making purposes.

This may include services, products and subjects provided by us, any other ACS entities and any third party partners of ACS, including but not limited to third party reward, loyalty, co-branding or privileges programme providers, co-branding partners of ours or any ACS entities and any charitable or non-profit making organisations.

APPENDIX 2

ACS ENTITIES

  • Otis Group Company Limited (Hong Kong SAR)
  • Sino East Business Consulting Limited (China)


Effective: 20 May 2018

Last Revised: 01 May 2025 (current version)

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Account Deletion Request

If you have an Asia Car Service account and would like to delete your account information (including your username, password, and associated personal data), please submit a request here: Submit Account Deletion Request

This applies to accounts created through our mobile app, website, or by our support team. All requests are processed in accordance with our Privacy Policy.