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

• Scheduling and Appointments: Users can schedule transportation services and include add-on 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 add-on services, and waiting rate. These rates can be adjusted by the provider to respond to changes in the market environment. This feature allows providers to remain competitive and offer pricing that reflects their service quality and market demand.
• Add-On Services Payment: Customers set a maximum payment for add-on services, while providers set a minimum rate. The actual payment will be determined based on service quality, within the specified range.
• Insurance and Identity Verification: Providers must provide proof of vehicle insurance. 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:
  • Customer's Guarantee: A deposit based on the travel fare and maximum add-on service fees.
  • Provider's Guarantee: Providers can deposit a guarantee on the platform. When a provider accepts an order, this deposit becomes active. At that point, the guarantee amount displayed will reflect the remaining value available for future orders. Providers can withdraw their deposit before it is converted into an active guarantee for an accepted order. They can set up another guarantee for future orders.
  • Effective Guarantee: The effective no-show guarantee for any transaction is the minimum of the guarantees set by both the customer and the provider.
  • Guarantee Fund Freezing: The guarantee funds for both parties will be frozen once the customer makes a deposit, and the funds (or any remaining balance) will only be released when the order is either completed or canceled.
• Communication: After order acceptance, users send notifications to each other on the platform messenger.

• Provider Earnings: A 15% service fee is applied to the net income after an order is completed, meaning providers receive 85% of the earnings while the EXFINAL platform retains 15%.
• Transfer Options: Transferring funds or making payments through an external Stripe method incurs a fee of 2.9% plus $0.30, which is non-refundable. Both providers and customers can temporarily disable instant transfers to manage their funds more effectively.
• 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 transfer their earnings immediately after completing an order or accumulate them on the platform to minimize transaction fees. By choosing to accumulate earnings, providers can reduce the frequency of transfers and lower their overall transaction costs.

• Identity Verification: Identity verification through Stripe is encouraged but not mandatory. Users are responsible for assessing the safety of the other party based on their verification status and personal judgment.
• User Responsibility: The platform does not guarantee user safety. By using the platform, users agree to take full responsibility for their safety during transactions.

Cancellations are subject to fees based on the time remaining before the scheduled departure. The specific cancellation fees are as follows:

• Cancellation More Than 4 Days Before Departure or Provider’s Acceptance:
  • No cancellation fee will be charged.
  • The customer will receive a full refund of the deposit, minus any applicable Stripe fees.
• Cancellation Between 3-4 Days Before Departure:
  • A 20% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 20% of the no-show guarantee as compensation.
• Cancellation Between 2-3 Days Before Departure:
  • A 30% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 30% of the no-show guarantee as compensation.
• Cancellation Between 1-2 Days Before Departure:
  • A 40% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 40% of the no-show guarantee as compensation.
• Cancellation Between 5-24 Hours Before Departure:
  • A 50% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 50% of the no-show guarantee as compensation.
• Cancellation Between 2-5 Hours Before Departure:
  • A 70% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 70% of the no-show guarantee as compensation.
• Cancellation Between 0-2 Hours Before Departure:
  • A 80% cancellation fee will be charged from the no-show guarantee.
  • The non-canceling party will receive 80% of the no-show guarantee as compensation.

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

• The cancellation fees are calculated based on the no-show guarantee, which is the minimum of the guarantees set by both the customer and the provider.
• The non-canceling party will automatically receive the compensation through the platform.
• The platform will handle the cancellation process and ensure that the fees are fairly applied according to the time of the cancellation.
• All payments, compensation, and refunds will be subject to applicable Stripe transaction fees. If you have any questions, please refer to the official Stripe website: https://stripe.com/pricing.

• Provider Eligibility to Report No-Show: The provider is eligible to report a no-show if they arrive within 0.5 miles of the departure location within the time window of 0 to 20 minutes before the scheduled departure time.
• Provider Exemption from No-Show Report: The provider is exempt from being reported as a no-show if they arrive within 0.5 miles of the departure location within the time window of 0 to 20 minutes after the scheduled departure time.
• No-Show Report Time Window: A no-show report must be submitted within 20 to 60 minutes after the scheduled departure time to be considered valid.
• Valid No-Show Report from Provider: A valid no-show report from the provider can only be submitted if the provider is eligible to report a no-show and the report is submitted within the designated No-Show Report Time Window.
• Valid No-Show Report from Customer: A valid no-show report from the customer can only be submitted if the provider is not exempt from being reported as a no-show and the report is submitted within the designated No-Show Report Time Window.
• Encouraging Communication: Both the customer and provider are encouraged to contact each other and make efforts to locate each other in order to proceed with the scheduled travel order.
• No-Show Guarantee Handling: A valid No-Show report will result 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 completing a service. These ratings help future users make informed decisions.
• Rating Display: Providers’ average ratings and acceptance ratio will be visible on their profile. Customers' ratings and verification status will be visible on the order details page for providers' reference.

• Insurance: Providers must upload valid vehicle insurance proof before offering services.
• Responsibility: Both parties are responsible for adhering to the agreed terms and ensuring timely communication and fulfillment of services.

By utilizing EXFINAL's services, all users acknowledge and agree to abide by the terms outlined in this policy. EXFINAL LLC reserves the right to modify or update the user policy at any time, and users are responsible for staying informed of any such changes.