Book Ambulance Online in Singapore | Getbulance

Getbulance – Terms of Service (Customers)

Effective Date: 1 June 2019
Last Amended: March 2025

These Terms of Service (“Terms”) govern your access to and use of the Getbulance platform (website and app) operated by Mozzies Pte Ltd (UEN 201914104W) (“Getbulance”, “we”, “us”, “our”). By creating an account, submitting a request, or otherwise using the Platform, you agree to these Terms and to our Privacy & PDPA Policy.

1. Definitions

  • Customer: an individual end-user or an authorised staff member of an institution who submits a booking request on the Platform for non-emergency medical transport (e.g., clinic/hospital transfers, dialysis trips).
  • Provider: an independent, third-party ambulance/transport operator onboarded to the Platform. Providers do not act as our employees, agents, or partners.
  • Booking Request: a transport request submitted by a Customer through the Platform.
  • Offer: a quotation/response from a Provider to a Booking Request.
  • Confirmed Booking: a booking formed when a Customer accepts a Provider’s Offer through the Platform.

2. Nature of the Service

  • Getbulance is not an ambulance operator and does not provide medical transport. We operate a marketplace/booking hub connecting Customers with independent Providers.
  • Providers alone are responsible for the transport services they deliver (staff, vehicles, equipment, timing, safety, legal compliance).
  • No emergencies: The Platform is not for life-threatening or time-critical emergencies. For emergencies, call your local emergency number immediately (e.g., 995 in Singapore).

3. Eligibility & Accounts

  • You must be at least 18 years old (or acting with guardian/organisational authority) to use the Platform.
  • Provide accurate, current, and complete information during signup and bookings; keep details updated.
  • You are responsible for safeguarding your login credentials and for all activities under your account.

4. Submitting Booking Requests

When submitting a Booking Request, you agree to provide accurate information, including (as applicable):

  • Patient name or initials, and masked IC/FIN last 3–4 digits (used to verify identity and prevent duplicate/fraudulent bookings).
  • Pickup & drop-off addresses (including ward/bed/unit/tower where relevant).
  • Date/time windows, mobility needs (ambulatory/wheelchair/stretcher), and special requirements (e.g., oxygen, stair-carry, need for escort).
  • Building access details (lift/stairs), waiting/holding areas, and any safety notes.
  • A reachable contact person (name, phone, email).

You confirm that you have obtained all necessary consents to submit any personal data (see Privacy & PDPA Policy).

5. Offers, Acceptance & Formation of Contract

  • Providers may send Offers in response to your request. Each Offer will typically include price elements (e.g., base fare, surcharges), availability window, and any conditions.
  • A Confirmed Booking is formed only when you accept an Offer via the Platform.
  • The service contract for transport is between you (or your institution) and the Provider. Getbulance is not a party to that service contract.

6. Fees, Charges & Payments

  • No platform fees to Customers. Getbulance does not charge Customers any platform or service fee.
  • Provider pricing. All transport charges (e.g., base fare, waiting time, stair-carry, after-hours, tolls, parking, equipment/add-ons, return trips) are set by the Provider and shown in the Offer and/or booking confirmation.
  • Who you pay. Unless expressly stated otherwise, payment is made directly to the Provider (or the Provider’s chosen payment processor).
  • Taxes. Any applicable taxes (e.g., GST) are charged by the Provider and will be displayed (if applicable).
  • Cancellations/changes. Any fees or refunds for changes, cancellations, or no-shows are governed by the Provider’s policy, as stated in the Offer/confirmation or notified by the Provider. Getbulance does not collect or retain such fees.

7. Changes, Cancellations & No-Shows

  • Change or cancel through the Platform where available or by contacting the Provider using the details in your booking confirmation.
  • Provider policies for changes/cancellations/no-shows (including fees and refund rules) apply and will be shown in the Offer/confirmation or notified by the Provider.
  • If a Provider cancels, you may request alternative Offers; any refunds for amounts already paid are governed by the Provider’s policy.

8. Conduct & Safety

  • Ensure the patient is ready, with necessary documents/equipment (e.g., oxygen prescription if required), and safe access to/from premises.
  • You agree not to misuse the Platform (e.g., false bookings, abusive behaviour, harmful content, unlawful use).
  • Providers may refuse or terminate a job if conditions are unsafe, information is materially inaccurate, or required support equipment/personnel are missing.

9. Ratings, Reviews & Feedback

  • You may submit ratings/reviews after completed jobs. Reviews must be fair, lawful, and factual.
  • You grant Getbulance a non-exclusive, royalty-free licence to use, display, and reproduce your feedback for Platform operations (e.g., quality improvement, displaying Provider ratings).

10. Disputes with Providers

  • Service issues (delays, conduct, charges) should first be raised directly with the Provider named in your confirmation.
  • Getbulance may, at its discretion, assist with coordination, but we are not responsible for outcomes or refunds determined by Providers.

11. Privacy & PDPA

  • Our Privacy & PDPA Policy explains how we collect, use, disclose, store, and protect personal data (including patient and contact details).
  • By using the Platform, you acknowledge and agree to that policy.

12. Third-Party Services

  • The Platform may use third-party tools (hosting, messaging, maps, payments). We are not responsible for third-party terms, outages, or actions. Use of such services may be subject to their own terms.

13. Intellectual Property

  • The Platform and all related content, trademarks, logos, and software are owned by or licensed to Getbulance. Except as permitted by law, you must not copy, modify, reverse engineer, or create derivative works from the Platform.

14. Warranties & Disclaimers

  • Getbulance provides the Platform on an “as is” and “as available” basis.
  • We do not warrant Provider availability, punctuality, suitability, or any outcomes of services.
  • We do not provide medical advice. Always consult qualified professionals for clinical decisions.

15. Liability

  • To the fullest extent permitted by law:
  • Getbulance is not responsible for:
    • Any indirect, incidental, special, exemplary, or consequential losses (e.g., lost profits, lost revenue, loss of goodwill, or lost data).
    • Any acts, errors, or omissions of Providers, since they are independent operators.
  • Getbulance’s total liability to you for all claims relating to the Platform is capped at SGD 200 in aggregate.
  • Nothing in these Terms excludes or limits liability where this is not allowed under Singapore law (e.g., fraud, willful misconduct).

16. Indemnity

You agree to indemnify and hold harmless Getbulance and its officers/employees against claims, losses, damages, costs, and expenses arising from:
(a) your misuse of the Platform; (b) your breach of these Terms; or (c) your violation of law or third-party rights.

17. Suspension & Termination

  • We may suspend or terminate access if we reasonably believe you violated these Terms or applicable law, or to protect users, Providers, or the Platform.
  • You may stop using the Platform and request account deletion at any time (see Privacy & PDPA Policy for data handling).

18. Changes to the Platform & Terms

We may modify the Platform or these Terms from time to time. The updated Terms will be posted with a new “Last Amended” date. Continued use after changes means you accept the updated Terms.

19. Governing Law & Dispute Resolution

  • These Terms are governed by the laws of Singapore.
  • Disputes should first be attempted to be resolved informally with us and/or the Provider.
  • If unresolved, parties agree to the exclusive jurisdiction of the Singapore courts. If eligible, you may use the Small Claims Tribunals.

20. Contact

Getbulance (operated by Mozzies Pte Ltd, UEN 201914104W)
Email: askme@getbulance.com