Suspension and Disqualification

DRIVER SUSPENSION AND DISQUALIFICATION POLICY

INTRODUCTION

This Driver Suspension and Disqualification Policy ("Policy") serves as a guide to users of the Evio Tech Pty Ltd ACN 654 310 693 ("HEVO") app and platform ("HEVO App") regarding suspension or deactivation of a driver account.

POLICY PROCEDURES

Purpose and Scope

As part of our commitment to passenger safety, we may temporarily suspend or permanently deactivate a driver's account. We recognize this may have a significant financial impact, so we have created this Policy to provide guidance and help drivers clearly understand when and why we would take such actions.

This Policy isn't intended to capture every possible reason for deactivating a driver's account but provides guidance on circumstances and behaviors that may result in account suspension or deactivation.

Maintaining Service Standards

This Policy is intended to help maintain service standards and protect HEVO's reputation, for the mutual benefit of both HEVO and all drivers.

Policy Updates

HEVO may revise and update this Policy from time to time. This Policy is published on our website accessible at https://hevo.com.au. We encourage you to review this Policy regularly to ensure you are familiar with the current version. When changes are made to this Policy, we will notify drivers accordingly.

QUALITY OF SERVICE

Service Expectations

Passengers expect a high quality of service from drivers who use the HEVO App. A driver's account may be suspended or permanently deactivated for poor service provided to passengers.

Service Quality Metrics

We measure quality of service using metrics such as:

1. Passenger ratings: Passengers can rate drivers after every trip using a 5-star rating.
2. Completion rates: The HEVO App calculates cancellation rates of drivers. The cancellation rate refers to the ratio of requests accepted but cancelled by a driver to requests accepted. For example, if a driver accepts 10 requests and completes 8 trips, the cancellation rate is 20%.
3. Acceptance rates: The HEVO App calculates the acceptance rates of drivers. The acceptance rate refers to the ratio of trips accepted to trip requests provided by the HEVO App. For example, if a driver receives 10 requests and accepts 8 trips, the acceptance rate is 80%.

Account Deactivation for Poor Service

We may suspend or deactivate a driver's account based on poor service provided to passengers, as reflected in poor or low passenger ratings, high cancellation rates, and/or low acceptance rates. Such deactivation is necessary as negative ratings and cancelled journeys affect passenger interests and may damage HEVO's reputation. Protection of our reputation is important for both HEVO and the drivers who use the HEVO App and rely on it to earn income.

SAFETY

Safety Priority

The safety of all users of the HEVO App is our top priority. Our platform and software reflect this commitment to safety and allow us to record trips in real-time.

Safety Incident Investigation

To ensure the safety of our passengers and drivers, we promptly investigate all safety-related incidents or allegations. In accordance with our Complaints Handling Policy, HEVO will assess each complaint received and determine an appropriate response. If our investigations reveal that the driver was at fault in any way, the driver's account may be suspended or deactivated depending on the seriousness of the incident or allegation. In some cases, we may temporarily suspend an account while our investigation is taking place.

Safety Issues

While we cannot detail every safety issue which may lead to account suspension or deactivation, below are key examples:

Drug and Alcohol Use

We do not tolerate the use of drugs or alcohol by drivers while using the HEVO App, or drivers providing transportation services to passengers while under the influence of drugs and/or alcohol. We have a zero-tolerance approach to drug and alcohol use and may suspend or deactivate a driver's account if the driver is using, or has used, drugs and/or alcohol while using the HEVO App, while driving a passenger, or if we receive relevant passenger complaints.

Compliance with Road Laws and Regulations

All drivers who use the HEVO App are required to comply with all laws, regulations, and rules for road use in the relevant jurisdiction at all times. We may suspend or deactivate a driver's account if the driver is in breach, or may be in breach, of any law, regulation, or rule relating to road use in the relevant jurisdiction.

General Safety Expectations

We expect drivers to drive safely at all times, especially when providing transportation services to passengers. This expectation is in addition to drivers ensuring compliance with all laws, regulations, and rules for road use. We may suspend or deactivate a driver's account if we receive complaints from passengers about dangerous driving or behavior that causes passengers to feel unsafe.

Important Note: Where a driver has caused a serious safety issue, or we believe a driver may have broken any law, regulation, or rule, HEVO reserves the right to report the driver's behavior to the police.

DISCRIMINATION

We are committed to facilitating access to passenger transportation that is welcoming and inclusive. We do not tolerate any form of discrimination based on race, religion, national origin, physical or mental disability, sexual orientation, sex, marital status, age, or any other personal characteristic protected under applicable law. We may suspend or deactivate a driver's account if we receive complaints about discriminatory behavior.

FRAUD AND DISHONESTY

Fraudulent or dishonest behavior in respect to the HEVO App is not tolerated.

Definition of Fraud and Dishonesty

Fraud includes deliberately increasing trip time and distance, creating fake HEVO App accounts, theft, stealing, or encouraging passengers to cancel trips. Dishonesty includes providing inaccurate driver details, incorrect license plate numbers or vehicle models, and inaccurate profile pictures.

Consequences for Fraudulent Activity

We may suspend or deactivate the account of a driver where there is any fraudulent or dishonest activity, including but not limited to issues with vehicle ownership, insurance, and driving history. For more information, please refer to the Anti-Fraud Policy accessible at https://hevo.com.au/legal/links.

OTHER UNACCEPTABLE OR UNAUTHORIZED ACTIVITIES

We cannot provide an exhaustive list of all situations where we may suspend or permanently deactivate a driver's account. We reserve the right to deactivate a driver's account for any unacceptable or unauthorized activity that occurs outside of the HEVO App and is related to or directly impacts the provision of transportation services to passengers.

This includes but is not limited to:

• Any breach of your agreement with HEVO as a driver
• Violations of the Driver Software Use and License Agreement
• Breaches of HEVO's standards, guidelines, policies, procedures, or other requirements

Examples of other conduct that might result in suspension or disqualification include:

• Unauthorized pick-ups or pick-ups that contravene any terms of the Driver Agreement
• Requesting a passenger exit the vehicle after the passenger has met the vehicle or before reaching the destination without a legitimate reason (though passenger unlawful behavior would be a legitimate reason)
• Harming HEVO's reputation or brand
• Breaching any of HEVO's other policies or standards

COMPLAINTS

When HEVO receives a complaint about a driver or vehicle providing passenger transportation services or delivery services, HEVO will investigate and seek to resolve the complaint in accordance with its Complaint Handling Policy accessible at https://hevo.com.au.

RIGHT TO SUSPEND OR DEACTIVATE

HEVO reserves the right at all times to suspend or deactivate a driver's account at its sole discretion for any activity arising from or in connection with the HEVO App or the provision of services by the driver.

Last updated: 20 October 2026

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