Customer Guidance
Welcome to EXFINAL! We’re dedicated to making your experience as smooth and hassle-free as possible. Here’s everything you need to know to get started:
1. Scheduling & Customization
- You can schedule transportation services and add specialized services like moving, translation, appliance repair, and more.
- Simply specify your requirements in the section 'Define the Additional Terms' and set your Max Reward for the specialized service.
- The Min Reward will be automatically calculated by multiplying the Max Reward with the provider's minimum effective reward rate during the order scheduling process.
- The required deposit for the order will be the upper limit of your budget.
2. Choosing the Right Provider
- With EXFINAL, you have full control in selecting your driver and vehicle while maintaining your budget. Providers have flexible rates, allowing you to compare different services before making a decision.
- We encourage you to use the provider search box on the provider list page to filter providers based on criteria such as Specialized Services, Coverage States, Coverage Cities, Available Dates, and more. This helps you evaluate which providers are a good fit for your requirements. However, this step is optional.
- Before confirming your order, it’s essential that you review the provider’s profile. When you click the ‘Submit’ button at the last step of scheduling an order, a pop-up confirmation window will appear with important order details, including a link titled 'Provider Details'. Click on this link to visit the provider’s profile and ensure they offer the service you specified under 'Define the Additional Terms' to avoid any misunderstandings.
3. Payment Process
- Your order will not be visible to the provider until you make the required deposit. The deposit consists of two parts: one for the transport fare and another for the specialized service specified in the Additional Terms.
- To allow the provider to receive payment for the transport fare, you can provide them with an Approval Code (APC). This will enable the provider to click 'Collect Fare' and receive payment for transport, while the conditional reward remains on the platform. The reward will only be released once you click 'Approve' after the specialized service is completed.
- Alternatively, you can choose to make the full payment at once by entering a specific reward amount within the preset range, and then clicking 'Approve' to pay the total amount to the provider.
4. Conditional Reward
- The conditional reward applies to the specialized service provided, as defined in the "Define Additional Terms" section. You can set the maximum reward, and the Min Reward will be automatically calculated by multiplying your Max Reward by the provider's minimum effective reward rate (ranging from 0 to 0.5).
- If the service doesn’t meet your expectations, you have the flexibility to adjust the reward within the preset range, ensuring you only pay for the service you received.
- It’s recommended to set a reasonable Max Reward when scheduling your order, as it not only determines the Min Reward but also influences the likelihood of the provider accepting your order.
- If the provider declines your order, you can review the reason for the decline in the Archived Orders and make adjustments to your order accordingly before re-ordering from the provider.
5. No-Show & Cancellation
- We offer a flexible no-show and cancellation policy. The no-show guarantee amount is the minimum between the provider’s no-show guarantee and your deposit. The cancellation fee depends on the no-show guarantee amount and how close the cancellation is to the scheduled time.
- If the provider has set a no-show guarantee, both you and the provider are protected by this guarantee. If the provider fails to show up on time, you are entitled to compensation from the provider's no-show guarantee. If you are reported as a valid no-show, your no-show guarantee will be used for the provider's compensation, ensuring fairness for both parties.
- The cancellation policy follows a similar structure. Be sure to review our cancellation policy for detailed information on refund amounts and applicable timeframes.
6. Ratings and Reviews
- After the service is completed, both you and the provider will have the opportunity to rate each other on a scale of 1 to 5. Your rating of the provider is public and visible to other users, helping future customers make informed decisions.
- However, the provider's rating of you is private and will only be accessible to you and the provider when you book future services with that provider, helping them make informed decisions when accepting your service requests.
7. Dispute Arrangement
- If you encounter significant issues, such as unfulfilled service or delays, you have the right to submit a dispute.
- To do so, simply click the 'Dispute' button on the order details page after logging into your account. You'll be asked to provide your claims along with any related evidence.
- The platform will then assess the situation, mediate the dispute between you and the other party, and work towards a fair resolution.
8. Safety & Privacy
- Your safety and privacy are our top priorities. When selecting a provider, you can check their identity verification status for added security.
- You can also share your real-time location with the EXFINAL platform by clicking the 'Share Location' button on the messenger page. This feature enhances safety by creating location tracking records.
- For privacy, you can set a preferred name on your profile, which will be used for your orders. If you don’t set a preferred name, your first name will be displayed on the order details page.
9. Communication
- By default, the platform does not share your contact with the provider. You can communicate directly with your provider via the platform’s messaging system to maintain privacy.
- If both parties agree, you may share your contact information within the platform’s messaging system and then switch to your own preferred communication method.
- To coordinate the meeting location, you and the provider can both click the 'Share Location' button. Once this is done, you will be able to view the real-time location and distance between you and the provider.
We’d love for you to explore EXFINAL Connection! Before you dive in, please take a moment to review our user policy by clicking User Policy. We want to make sure you're fully informed and comfortable.