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USER TERMS AND CONDITIONS

HELM CARE APPLICATION

Effective since 19.12.2025

Users are required to read these Terms and Conditions carefully. If they have any questions, they can contact Helm Care through the official channels available on the App.

These Terms and Conditions govern the User's use and access to the Helm Care mobile application, official website, features, content and services provided by PT Helm Care Indonesia (hereinafter referred to as “Helm Care”). By downloading, accessing, and/or using the Helm Care Application, the User declares that he has read, understood, and agrees to be bound by these Terms and Conditions and the Helm Care Privacy Policy, which form an inseparable whole.

1. Definition

Unless the context otherwise requires, the following terms have the following meanings:

  1. The Helm Care application is a mobile-based application provided by Helm Care to facilitate helmet maintenance, cleaning and/or management services as well as other supporting services;
  2. Helm Care is PT Helm Care Indonesia, a limited liability company established under the laws of the Republic of Indonesia, as the provider and manager of the Helm Care Application;
  3. User is any person who has registered and has an account on the Helm Care Application;
  4. Account is a registered account belonging to a User which is used to access and use Helm Care services;
  5. Partners are third parties, both individuals and business entities, who collaborate with Helm Care to provide helmet maintenance services or other related services;
  6. Services are all services available through the Helm Care Application, including but not limited to helmet care services, service bookings, store information, promotions, and other supporting features;
  7. Transactions are any orders, use and/or payments for Services made by Users through the Helm Care Application;
  8. Calendar Days are Monday to Sunday including national holidays;
  9. The Helmet Care Machine is a device/machine/booth operated by Helm Care and/or Partners to carry out helmet care/cleaning services;
  10. Payment Provider is a third party that provides payment processing facilities (payment gateway/aggregator/bank/e-wallet) in collaboration with Helm Care;
  11. Official Channel is the official communication medium of Helm Care listed on the Helm Care Application and/or official website.


2. General requirements

  1. Helm Care services can only be used after the User agrees to the Terms and Conditions and Privacy Policy and registers an account in accordance with the Application provisions;
  2. Each User is only permitted to have one Account, unless otherwise specified by Helm Care;
  3. Helm Care has the right to refuse registration, suspend or deactivate an account if it finds a violation of these Terms and Conditions or applicable laws and regulations;
  4. User Eligibility (Age and Legal Capacity). The User declares that they are legally competent. If the User is under 18 (eighteen) years of age, the User declares that they have obtained the consent of their parent/legal guardian. Helm Care may request verification and restrict access if necessary;
  5. Electronic System Operation. Helm Care operates electronic systems reliably and securely and implements reasonable security measures in accordance with laws and regulations.


3. Registration and Account

  1. To use the Application, Users are required to register by providing correct, complete and accurate data;
  2. Users are fully responsible for the security and confidentiality of Account data, including but not limited to passwords or other verification methods;
  3. Any activity that occurs through a User Account is deemed to be a legitimate action of the User concerned;
  4. Users are required to immediately notify Helm Care via the Official Channel if they know or reasonably suspect any unauthorized access, misuse, or security breach of their Account;
  5. Helm Care reserves the right to take security measures (including resetting credentials, restricting access, or temporarily disabling) if there is a suspected security risk, fraud, or violation.


4. Use of Services

  1. Users can use the Services in accordance with the functions and provisions available in the Application;
  2. Users are prohibited from using the Application for purposes that violate the law, public order, or harm Helm Care or other parties;
  3. Helm Care reserves the right to limit, delay, or terminate certain Services if necessary for security, system maintenance, or legal compliance reasons;
  4. Reasonable Effort Service Standards. Helm Care will provide helmet maintenance/cleaning services with reasonable effort in accordance with operational procedures. Service results may vary depending on the initial condition of the helmet, material type, age of use, and other relevant factors.
  5. Conditions That Can Be Rejected/Restricted. Helm Care may refuse or restrict service to helmets that, among other things:
  6. Tcontamination with hazardous/biological/chemical materials;
  7. Rsevere damage or risk of causing harm to the system/machine;
  8. Mcontains User's belongings that are left behind (money, cards, electronic devices, etc.); and/or
  9. Tdoes not comply with the specifications or instructions on the Application/Machine.
  10. User Obligations Before Service. Users are required to follow the instructions on the Application/Machine, including (if requested) removing certain accessories/components, ensuring the helmet is empty of valuables, and ensuring the helmet does not contain any prohibited items;
  11. Helmet Collection & Storage Time Limit. Users are required to collect their helmets after the service is completed within * hours. If this time is exceeded, Helm Care may move the helmet for further storage/handling according to internal procedures, with notification via the Application/Official Channel (as far as possible);
  12. Third-Party Devices. The Application may connect to third-party services (e.g., Payment Providers). Helm Care is not responsible for any disruptions caused solely by third-party systems beyond Helm Care's reasonable control.

5. Transactions and Payments

  1. Every Transaction made through the Application is subject to the terms displayed at the time of ordering;
  2. Users are required to ensure the accuracy of the transaction details before confirming;
  3. Helm Care is not responsible for Transaction failures caused by User negligence or disruptions beyond Helm Care's control;
  4. Prices, Taxes, and Fees. Service prices are displayed in the Application prior to confirmation. Additional taxes/fees (if any) will be stated in the Transaction Summary;
  5. Payment Methods. Payments can be processed through Payment Providers that partner with Helm Care. Additional terms and conditions from Payment Providers may apply.
  6. Promos/Vouchers. Promos/vouchers are subject to the terms and conditions stated in the Application (validity period, quota, minimum transaction, and specific locations). Helm Care reserves the right to cancel promos used in violation of these terms or if they are suspected of fraud/abuse.
  7. Failed Transactions and Verification. If payment is successful but the service fails to process (e.g., due to system/machine failure), Helm Care will verify and follow up in accordance with the Refund provisions in Chapter XI;
  8. Transaction Proof. Electronic transaction proof available on the Application constitutes valid proof of payment to the extent permitted by law.


6. User Rights and Obligations

  1. Users have the right to obtain clear information regarding the Services;
  2. Users are required to use the Application in good faith and comply with all applicable provisions;
  3. The User is responsible for any losses arising from misuse of the Account;
  4. Users are required to provide correct and non-misleading information and not to commit any unlawful acts (including but not limited to fraud, hacking, spreading malware or system manipulation);
  5. Users agree to cooperate in the investigation process if there is a suspicion of a security breach, fraud, or misuse of the service.


7. Helm Care Rights and Obligations

  1. Helm Care has the right to manage and develop the Application from time to time;
  2. Helm Care is obliged to maintain the security of the User's system and data in accordance with the Privacy Policy;
  3. Helm Care reserves the right to conduct inspections, monitoring and security measures to maintain system integrity, prevent fraud and ensure compliance with these Terms and Conditions;
  4. Helm Care will provide an Official Channel for User questions and complaints.


8. Limitation of Liability

  1. Helm Care is not responsible for indirect losses, including loss of profits or other immaterial losses, to the extent permitted by applicable law;
  2. Helmet Damage
  3. Helm Care is responsible for damage to helmets that is proven to be caused by errors/negligence of Helm Care and/or Partners in providing Services.
  4. Helm Care is not responsible for damage/deterioration in condition caused by the initial condition of the helmet (material defects, brittle, cracked, fungus/severe corrosion), User negligence (not following instructions), or factors beyond Helm Care's reasonable control.
  5. Limitation of Compensation. To the extent permitted by law, the total direct compensation that a User may request for an incident is limited to a maximum of (i) the service fee paid or (ii) IDR *, whichever is higher, unless the loss occurs due to intent or gross negligence of Helm Care;
  6. Nothing in these Terms and Conditions is intended to reduce consumer rights that cannot be waived under statutory regulations.

9. Changes to Terms and Conditions

Helm Care may change these Terms and Conditions from time to time. Changes will be notified through the Application or other official media. For material changes (e.g., changes to fees, refund policies, or liability provisions), Helm Care will provide prior notice within a reasonable period of time before they become effective. By continuing to use the Application after the changes become effective, the User is deemed to have accepted those changes.


10. Governing Law and Dispute Resolution

These Terms and Conditions are governed by and construed under the laws of the Republic of Indonesia. Any disputes will be resolved through deliberation within a period of 30 (thirty) Calendar Days from the time one party submits a notice of dispute through the Official Channel. If no agreement is reached, the dispute will be resolved through the competent District Court.


11. Cancellations, Refunds, and Complaints

  1. Cancellation by User. Users can cancel transactions before the service starts as long as the cancellation feature is available on the Application and/or according to the conditions displayed when ordering;
  2. Refund. Refunds are processed through the following methods: (i) a return to the payment method; or (ii) the balance/credit in the Application, according to the Application's policy. Refunds can be given after Helm Care verification, among other things, if:
  3. Service not available/machine fails to operate after payment;
  4. There was a double payment or deduction error; or
  5. Other conditions approved by Helm Care based on a reasonable evaluation.
  6. Complaint Submission Deadline:
  7. For failed transactions/billing: no later than * Calendar Days since the transaction;
  8. For suspected helmet damage: no later than * hours since the helmet was picked up.
  9. Handling SLA. Helm Care will provide an initial response no later than * Calendar Days from the time the complete complaint is received through the Official Channel;
  10. Completeness of Evidence. Users are required to provide proof of transactions and a correct chronology. Helm Care may request additional information for investigation.

12. Force Majeure

Helm Care is not responsible for delays/failures in providing services caused by circumstances beyond Helm Care's reasonable control, including but not limited to natural disasters, fires, power outages, network/telecommunication disruptions, epidemics, riots, or government policies. Helm Care will provide notification via the Application/Official Channels (where possible) and offer a reasonable solution (rescheduling/refunds as per CHAPTER XI).


13. Intellectual Property

All brands, logos, designs, content, and software of the Application are the property of Helm Care and/or its licensors. Users are granted a limited license for personal use only and are prohibited from copying, modifying, reverse engineering, distributing, or exploiting any part of the Application without Helm Care's written permission.


14. Other Provisions

  1. Severability. If a provision is declared invalid/unenforceable, the other provisions remain in effect;
  2. Diversion. Helm Care may assign its rights and/or obligations under these Terms and Conditions in connection with corporate actions (e.g. mergers, amalgamations, acquisitions, restructuring), by notification via the Application;
  3. Announcement. Official notifications are made via the Application, registered email, or the Official Helm Care Channel;
  4. No Waiver. Helm Care's failure to enforce a right shall not be deemed a waiver of that right;
  5. Language. These Terms and Conditions are written in Indonesian. If other language versions are available and there is a difference in interpretation, the Indonesian version shall prevail.