EXFINAL User Policy

EXFINAL Connection is a platform designed to connect transportation providers with customers to ensure a suitable match for transportation services and additional specialized services. The platform facilitates the scheduling and management of appointments, specialized services, and payments.

• Scheduling and Appointments: Users can schedule transportation services and include specialized services such as moving, translation, facility maintenance, furniture repair, home appliance fixing, etc. Customers can specify their requirements and set a maximum payment for these services.
• Customizable Provider Rates: Providers have the flexibility to set their own base fare, fare rate, minimum rate for specialized services, and waiting rate. These rates can be adjusted by the provider to respond to changes in the market environment, allowing them to remain competitive and offer pricing that reflects their service quality and market demand.
• Specialized Services Payment: Customers set a maximum payment for specialized services, and providers establish a minimum effective reward rate. The final payment amount will depend on the customer's assessment of service quality and any additional terms specified in the order, within the agreed payment range.
• Insurance and Identity Verification: Providers must present valid vehicle or motor carrier (MC) insurance to demonstrate coverage for transport services. Identity verification is optional but encouraged, with verified statuses displayed on profiles.
• No-Show Guarantee: Both customers and providers can set a no-show guarantee, defined as the minimum of the guarantees set by both parties.
  • Customer's Guarantee: A deposit based on the travel fare and maximum specialized service fees.
  • Provider's Guarantee: Providers can deposit a guarantee which becomes active when an order is accepted. They can withdraw the deposit before it becomes active.
  • Guarantee Fund Freezing: The funds for both parties are frozen once the customer makes a deposit and are only released when the order is completed or canceled.
• Communication: After order acceptance, users can send notifications to each other using the platform's messenger system, accessible from the dashboard.

• Provider Earnings: A **15% service fee** is applied to net income, capped at a maximum of **$50** for the transportation fare or specialized services portion. Providers receive 85% of the earnings before the cap is applied.
• Transfer Options: Transferring funds or making payments through an external Stripe method incurs a **2.9% plus $0.30** fee, which is non-refundable. Both parties can temporarily disable instant transfers.
• Customer Refunds: Customers can choose to keep refunds on the platform to offset future payments or transfer them to their Stripe Express account once a satisfactory amount is reached.
• Transfer Costs: Providers can choose to accumulate earnings on the platform to minimize transaction fees before transferring them.

Your safety and privacy are our top priorities. Users are responsible for balancing safety and privacy. The following guidelines are important for both parties:

• Identity Verification: Verification through Stripe is encouraged but optional. Users should assess safety based on the other party's verification status. Unverified users can be declined by providers or avoided by customers.
• Background Verification: **All rideshare drivers** are required to pass a background verification in accordance with federal and state laws and regulations.
• Location Sharing: Users can share their real-time location with the EXFINAL platform via the 'Share Location' button on the messenger page for enhanced safety tracking.
• Privacy Protection: Customers can use a preferred name and providers a "Doing Business As" (DBA) name. Only your first name is revealed otherwise. Contact information is only shared if exchanged via the in-app messenger.
• User Responsibility: The platform does not guarantee individual safety. By using the platform, users agree to take full responsibility for their safety.

Cancellations are subject to fees based on the time remaining before the scheduled departure, charged from the **effective no-show guarantee**.

• If the customer cancels before the provider accepts, the customer is refunded the deposit minus applicable Stripe fees.
• If either party cancels after the provider accepts, the cancellation fee is deducted from the canceling party's no-show guarantee and transferred to the non-canceling party as compensation.

• Cancellation fees are calculated based on the **effective no-show guarantee** (the minimum of the guarantees set by both parties).
• The non-canceling party automatically receives compensation through the platform.
• The platform handles the cancellation process to ensure fair fee application.
• All financial transactions (payments, compensation, and refunds) are subject to applicable Stripe transaction fees. Refer to: Stripe Pricing

• Provider Eligibility to Report No-Show: The provider must arrive within **0.5 miles** of the departure location between **0 to 20 minutes before** the scheduled departure.
• Provider Exemption from No-Show Report: The provider must arrive within **0.5 miles** of the departure location between **0 to 20 minutes after** the scheduled departure.
• No-Show Report Time Window: A no-show report must be submitted between **20 to 60 minutes after** the scheduled departure time.
• No-Show Guarantee Handling: A valid No-Show report results in the no-show guarantee of the absent party being transferred to the reporting party.

• Mutual Ratings: Both customers and providers are encouraged to rate each other after service completion to help future users.
• Rating Display: Providers’ average ratings and acceptance ratio are visible on their profile. Customers' ratings and verification status are visible to providers on the order details page.

If significant issues arise (e.g., unfulfilled services, delayed payments), both providers and customers have the right to file a dispute using the 'Dispute' button on the order details page. The platform will assess, mediate, and work toward a fair resolution.

• Legal Obligations: All users must comply with applicable laws and regulations. The Provider is responsible for ensuring all services meet local, state, and federal laws, including insurance and licensing obligations.
• Insurance Compliance: Providers must upload valid vehicle insurance proof. Customers transporting valuable items exceeding standard commercial insurance coverage are obligated to purchase additional insurance.