DRIVER CANCELLATION COOL-DOWN POLICY

INTRODUCTION

HEVO's driver app "Cool-down" feature is designed to regulate excessive order cancellations by restricting the number of cancellations allowed within a specific time period. If the cancellation limit is reached, a driver is temporarily suspended from using the app until the system automatically lifts the suspension.

COOL-DOWN TRIGGER CONDITIONS

Cancellation Threshold

• If a driver cancels 5 orders in a row within 1 hour, the driver is suspended for the next 4 hours.
• Pre-order cancellations count toward the total allowance of cancelled orders that trigger a suspension.

WARNING SYSTEM

In-App Notifications

• The driver app will display an in-app notification stating "Too many cancellations".
• The suspension warning appears after the 2nd cancellation onward, with a counter decreasing to zero.

COOL-DOWN STATUS EFFECTS

Account Restrictions

• When a driver is in "Cool-down" status, the driver is unable to go online and accept any ride requests.
• When attempting to go online, a pop-up message will display: "Too many cancellations, try again later. Orders suspended until..." with the time when the suspension will be lifted.

Impact on Scheduled Trips

• If a driver enters "Cool-down" status, all previously accepted pre-orders are automatically cancelled and returned to the auto-search pool for reassignment to other drivers.

Last updated: March 10, 2025

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