IndoGreen

I. Zero Cancellation Fee Policy & Statutory Waiver

Zero Cancellation Fee Promise: IndoGreen Mobility is committed to prioritizing user experience and driver welfare. Therefore, notwithstanding any provision under the Motor Vehicles Aggregator Guidelines, 2025 (MVAG, 2025), IndoGreen Mobility shall not charge any cancellation fee or cancellation penalty to the Passenger or the Driver for any reason.

Statutory Acknowledgment (MVAG, 2025 Compliance): The Company acknowledges the following statutory provisions under MVAG, 2025, and confirms that the non-collection of these fees constitutes a full waiver on the part of the Company:

• MVAG, 2025, Clause 18.2 provides that a fee of 10% of the fare not exceeding ₹100 shall be collected from the Passenger for an unjustified cancellation. This fee is hereby waived by IndoGreen Mobility.
• MVAG, 2025, Clause 18.1 provides that a penalty of 10% of the fare not exceeding ₹100 shall be imposed on the driver for an unjustified cancellation. This penalty is hereby waived by IndoGreen Mobility.

II. Valid Cancellation Reasons (Operational for Reporting)

While no fees are charged, the Company requires the Passenger to select a reason for cancellation for operational improvements and compliance reporting. A cancellation is considered valid if it falls under any of the following categories:

• Driver Delay: The driver is delayed in reaching the pickup location by more than 5 minutes from the Estimated Time of Arrival (ETA).
• Driver Location Discrepancy: The Driver is not making progress toward the pickup location, or the App indicates the driver is substantially far from the pickup point.
• Vehicle Non-compliance: The driver arrives in a vehicle that is demonstrably unsafe, unsanitary, or does not match the vehicle specifications displayed on the App.
• Driver Misconduct/Request: The driver requests the Passenger to cancel the ride, or the driver violates any zero-tolerance policy (e.g., suspected intoxication).

III. Refund Policy and Processing Time

IndoGreen Mobility is committed to initiating refunds for all eligible transactions on or before 48 hours from the time the refund request is approved, ensuring a prompt return of funds to the Passenger.

Note on Processing Time: While IndoGreen Mobility initiates the refund within 48 hours, the final credit reflecting in the Passenger's bank account or digital wallet may take 5 to 10 business days, depending on the processing time of the Passenger's bank or payment gateway.

IV. Dispute Resolution Process

In-App Dispute: All refund claims or fee disputes must be raised via the App. Navigate to "Your Rides," select the relevant trip, and tap the "Support" button.

Resolution SLA: IndoGreen's customer support team will review the request and communicate a resolution within a maximum of three (3) days of the complaint.

Escalation: For unresolved issues, contact the Grievance Officer, whose details are provided on the App and website.

V. Driver Cancellation and Penalty Policy

Zero Penalty Promise: In recognition of the contribution of our drivers, IndoGreen Mobility will not impose any financial penalty on the Driver for cancelling a ride, regardless of the reason.

Statutory Acknowledgment (MVAG, 2025 Compliance): The Company acknowledges that MVAG, 2025, Clause 18.1 provides that a penalty of 10% of the Fare not exceeding ₹100 shall be imposed on the Driver for cancellation without a valid reason. IndoGreen Mobility hereby waives the imposition and deduction of this penalty.

VI. Mandatory Reporting of Cancellation Reasons

Despite the financial waiver, Drivers are mandatorily required to select and document the correct reason for cancellation for operational tracking, safety, and compliance reporting. Repeated cancellations that are not justified may still lead to disciplinary action, including temporary Off-Boarding, as outlined in the Driver Terms and Conditions.

Justified Cancellation Reasons (Operational):

• Passenger Delay (No Show): The Driver has waited at the confirmed pickup location for 5 minutes or more and the Passenger is not present or is unreachable.
• Passenger Misconduct/Safety Concern: The Passenger intends to transport illegal items, is visibly intoxicated, or refuses to comply with seatbelt/safety rules.
• Technical/Emergency Issues: A technical glitch prevents the initiation of the trip, or the Driver faces a sudden, documented personal emergency.

VII. Financial Adjustments and Driver Compensation

Compensation for Passenger No-Show: Since no cancellation fee is charged to the Passenger, no automatic compensation is passed to the Driver for a Passenger No-Show. The Driver's compensation for time and fuel is addressed through the overall fare structure which compensates for dead mileage.

Compensation for Trip Interruption: In the event a trip is interrupted or cancelled due to a technical glitch or a vehicle breakdown, IndoGreen will work to provide an alternative vehicle. The Driver will receive the minimum fare applicable for the distance travelled up to the point of cancellation, calculated based on the fare structure.

VIII. Driver Grievance and Dispute Resolution

Inquiry Protocol: When a complaint is registered against the Driver by a Passenger, an inquiry will be conducted by IndoGreen within a period of three (3) days. Appropriate action shall only be taken after completion of such inquiry. The outcome will be communicated to the Passenger.

Zero-Tolerance Off-Boarding: The Driver will be immediately and forthwith Off Boarded upon receipt of a complaint alleging violation of the Company's zero tolerance policy (e.g., use of drugs or alcohol) pending the outcome of the investigation. The suspension shall continue during the period of investigation.

Escalation: For disputes regarding Off-Boarding or contract terms, the Driver may contact the Grievance Officer, whose details are available on the Driver App and IndoGreen website.