Driver Anti-Fraud Policy

DRIVER ANTI-FRAUD POLICY

INTRODUCTION

This Anti-Fraud Policy ("Policy") serves as a guide for users of the Evio Tech Pty Ltd ACN 654 310 693 ("HEVO") app and platform ("HEVO App"). It outlines examples of potentially fraudulent or dishonest behavior and provides guidance on how HEVO addresses such situations.

HEVO treats all complaints and investigations of fraudulent or dishonest activity seriously and will take appropriate measures to address such issues.

This Policy helps maintain service standards and protect HEVO's reputation, benefiting both HEVO and the entire HEVO community, including you.

Please note: The actions described in this Policy are for reference only. HEVO may, at its sole discretion, take other actions consistent with its culture and policies that are reasonable under the circumstances.

In this Policy, a "fraud case" refers to any scenario where HEVO determines that a driver or passenger has engaged in dishonest or fraudulent conduct. This Policy does not provide an exhaustive list of all potentially fraudulent activities.

RELATED POLICIES

Drivers should also familiarize themselves with:

• HEVO's Driver Suspension and Disqualification Policy
• HEVO's Complaint Handling Policy
• Any terms and conditions applicable to promotions

Passengers should be familiar with any applicable terms and conditions for promotions.

FRAUDULENT EVENTS AND ACTIONS

1. PAYMENT FAILURES

Event: Trip unpaid due to payment failure (e.g., insufficient funds, invalid cards, payment blocked by bank)

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

‍Following Investigation:

• If determined to be a fraud case: HEVO will not pursue payment from the passenger and will not pay the driver
• If the driver is not at fault: HEVO will seek payment from the passenger and forward it to the driver upon receipt

2. SYSTEM-FLAGGED PAID TRIPS

Event: Trip paid but flagged by HEVO's anti-fraud system for investigation (e.g., detected trip manipulation through dummy accounts, related passenger/driver accounts, falsified trips, or third-party software manipulation)

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

Following Investigation:

• If determined to be a fraud case: HEVO will return payment to the passenger and will not pay the driver
• If the driver is not at fault: The payment will be provided to the driver

3. SYSTEM-FLAGGED UNPAID TRIPS

Event: Trip unpaid but flagged by HEVO's anti-fraud system for investigation (similar manipulation scenarios as in #2)

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

Following Investigation:

• If determined to be a fraud case: HEVO will not pursue payment from the passenger and will not pay the driver
• If the driver is not at fault: HEVO will seek payment from the passenger and forward it to the driver upon receipt

4. STOLEN PAYMENT METHODS

Event: Trip paid with a stolen credit card

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

Following Investigation:

• If determined to be a fraud case: HEVO will return payment to the cardholder and will not pay the driver
• If the driver is not at fault: HEVO will return payment to the cardholder or financial institution and, as a gesture of goodwill, pay the driver an amount equivalent to what they would have received from the passenger
• HEVO may seek payment from the passenger if they are at fault and may suspend the passenger's account or take other appropriate actions

5. ROUTE MANIPULATION

Event: Trip paid but the system detected that the driver deliberately increased time or distance (without passenger direction)

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

Following Investigation:

• If the driver deliberately took a longer/incorrect route: HEVO will pay the driver based on the original estimated fare and refund the difference to the passenger
• If the driver is not at fault: The full payment will be provided to the driver

6. NO-PICKUP COMPLETION

Event: Driver completed the trip without picking up the passenger

Proposed Actions:

• HEVO will return the payment to the passenger
• No payment will be provided to the driver

7. TRIP TIMING MANIPULATION

Event: Trip paid but the driver started before pickup or delayed ending after dropoff

Proposed Actions:

• Payment to the driver will be suspended
• HEVO will investigate the matter

Following Investigation:

• If determined to be a fraud case: HEVO will pay the driver based on the original estimated fare and refund the difference to the passenger
• If the driver is not at fault: The full payment will be provided to the driver

8. DISPUTED CANCELLATION FEES

Event: Cancellation fee disputed

Proposed Actions:

• The cancellation fee payment will be suspended
• HEVO will investigate the matter

Following Investigation:

• If HEVO finds the passenger was provoked to cancel (e.g., driver requesting cancellation, deliberately delaying pickup, or remaining stationary for extended periods): HEVO will refund the cancellation fee to the passenger and not pay the driver. HEVO will consider the driver's cancellation history and other relevant factors
• If the driver is not at fault: The cancellation fee will be paid to the driver

9. POST-PAYMENT COMPLAINTS

Event: Detected or undetected fraud and complaint received after payment has been processed and received by the driver

Proposed Actions:

• HEVO will investigate the complaint

Following Investigation:

• If determined to be a fraud case: HEVO will initiate a "chargeback" from the driver's next payment cycle and return the payment to the passenger or to HEVO (if prepaid by HEVO)
• If the driver is not at fault: No further action will be taken

10. PROMOTION/REWARD ABUSE

Event: HEVO's anti-fraud system detected promotions or rewards obtained through unfair, deceptive, fraudulent, or dishonest means

Proposed Actions:

• HEVO will investigate the matter

Following Investigation:

• If determined to be a fraud case: HEVO will decline any promotions or rewards that would have been available
• If the driver/passenger is not at fault: HEVO will provide the applicable rewards

11. OTHER CASES

Event: Other potential fraud scenarios not specifically listed

Proposed Actions:

• HEVO will investigate the matter
• Decisions will be made on a case-by-case basis

POLICY UPDATES

HEVO may revise and update this Policy from time to time. The Policy is published on our website and available in our mobile applications. We encourage you to review this Policy regularly to ensure you are familiar with the current version.

Last updated: 20 October 2026

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