1. Acceptance of the terms
By creating an account, accessing the platform or using PenPenGo services, you agree to these Terms and Conditions and any additional policies that apply to a particular service.
If you do not agree, you must not use PenPenGo.
2. Platform role
PenPenGo provides technology that helps riders connect with independent drivers and other service providers.
- PenPenGo does not directly provide transportation services unless expressly stated otherwise.
- Drivers and service providers operate independently.
- A service agreement is formed between the rider and the driver or provider.
- PenPenGo does not employ, control or supervise independent drivers as employees.
- Drivers are responsible for required licences, registrations, insurance, roadworthiness and legal compliance.
3. Eligibility and accounts
Users must:
- Meet the applicable minimum age and legal-capacity requirements
- Provide accurate and current information
- Protect their account credentials
- Not allow unauthorised use of their account
- Notify PenPenGo about suspected unauthorised access
- Complete identity or eligibility verification when requested
4. Acceptable use
Users must not:
- Use PenPenGo for unlawful, fraudulent or harmful purposes
- Provide false identity, trip or payment information
- Harass, threaten or discriminate against another person
- Carry prohibited or dangerous items
- Interfere with platform security or operation
- Introduce malware or attempt unauthorised access
- Manipulate trips, payments, ratings or promotional programs
- Create duplicate accounts to avoid restrictions or charges
5. Ride and service requests
A request is not guaranteed to be accepted. Availability, arrival estimates, routes and journey duration may be affected by traffic, weather, connectivity, driver availability and other circumstances.
Users should verify the driver, vehicle and trip information displayed in the application before beginning a journey.
6. Safety and real-time trip visibility
The safety of our independent drivers and riders is our top priority. Riders and drivers must comply with applicable laws, use required safety equipment and behave respectfully.
When a rider and independent driver connect through the PenPenGo app, supported real-time tracking may improve trip visibility for authorised participants during the journey. Tracking availability and accuracy depend on device permissions, network or internet connectivity, GPS performance and supported app functionality.
Real-time tracking is a safety-support feature. It does not guarantee safety, prevent every incident or replace personal awareness, road-safety practices, appropriate insurance, law-enforcement assistance or emergency services.
Safety concerns and incidents should be reported promptly through an available PenPenGo safety or support channel. If there is immediate danger, users should contact the appropriate local emergency service.
7. Pricing and payments
Fares, fees or estimates may be displayed before or during a service request. The final amount may change due to waiting time, route changes, additional services, taxes, tolls or other disclosed charges.
Payment may be made using available methods such as cash, mobile money or an approved electronic-payment provider.
8. Driver subscriptions and commissions
Drivers may be offered subscription plans or commission-based access. Fees, billing periods, renewal conditions and applicable commissions will be disclosed before enrolment.
PenPenGo may suspend access where valid subscription charges or commissions remain unpaid.
9. Cancellations and refunds
Cancellation charges may apply after a driver accepts a request or begins travelling to the pickup location.
Refund eligibility will depend on the circumstances, available evidence, payment method and applicable refund policy. PenPenGo may facilitate the review of a refund request without guaranteeing that every request will be approved.
10. Suspension and termination
PenPenGo may restrict, suspend or terminate access where reasonably necessary because of:
- Suspected fraud or unlawful activity
- Safety concerns
- Misuse of the platform
- Serious or repeated policy violations
- Inaccurate verification information
- Unpaid platform charges
- Legal or regulatory requirements
11. Intellectual property
The PenPenGo name, logo, software, platform design, content and related intellectual property belong to Sawmadal Services Pty Ltd or its licensors. Users may not copy, modify, distribute or commercially exploit them without written permission.
12. Third-party services
PenPenGo may integrate maps, location services, payment services, mobile-money platforms, communication services and other third-party technologies. Those services may be governed by separate terms and privacy policies.
13. Service availability
PenPenGo does not guarantee uninterrupted or error-free operation. Services, including real-time tracking, may be affected by maintenance, outages, device limitations, location permissions, internet connectivity, mobile networks, emergencies or events beyond our reasonable control.
14. Disclaimers and liability
To the extent permitted by law, PenPenGo is not responsible for indirect, incidental or consequential loss arising from use of the platform.
Nothing in these terms excludes a right or remedy that cannot legally be excluded under applicable consumer-protection law.
15. Complaints and disputes
Users should first contact PenPenGo support and provide relevant details and evidence. We will attempt to resolve complaints fairly.
The governing law, dispute-resolution process and jurisdiction should be specified according to PenPenGo’s final legal and operating structure.
16. Changes to these terms
We may amend these terms to reflect changes in the platform, operating model or legal obligations. Material changes will be communicated through the website, application or registered contact details where appropriate.
17. Contact information
PenPenGo — Sawmadal Services Pty Ltd
Email: info@penpengo.com
Address: 1 Heidelberg Corner, Wanneroo Western Australia 6065