PASSENGER ANTI-FRAUD POLICY

INTRODUCTION

This Anti-Fraud Policy (the "Policy") is designed to protect the Hevo platform's integrity and ensure a fair and secure experience for all users. Evio Tech Pty Ltd ACN 654 310 693 ("Hevo") is committed to preventing fraudulent activity and maintaining trust within our community.

The Policy outlines:

• What constitutes fraudulent or dishonest behavior
• How Hevo investigates potential fraud
• Actions Hevo may take to address fraudulent activity
• How users can appeal fraud determinations

This Policy works alongside other Hevo policies to maintain service standards and protect Hevo's reputation, ensuring a positive experience for both passengers and drivers.

DEFINITIONS

Fraud Case: A scenario where Hevo has determined that a driver or passenger has engaged in dishonest or fraudulent conduct.

Chargeback: The reversal of a previous transaction from a driver's future payments.

Hevo App: The mobile application and platform operated by Hevo.

Service Fee: The amount paid by a passenger for transportation services.

Passenger Rules: The set of standards and guidelines passengers must follow when using the Hevo App.

FRAUD INVESTIGATION PROCESS

When potential fraud is detected, Hevo follows these general steps:

1. Detection: Our system identifies suspicious activity or a user reports potential fraud.
2. Payment Hold: Payments may be temporarily suspended pending investigation.
3. Investigation: We review account activity, trip data, and communication logs to determine if fraud has occurred.
4. Determination: Based on the evidence, Hevo determines whether fraudulent activity took place.
5. Resolution: Appropriate actions are taken based on investigation findings.

During investigations, Hevo may contact involved parties for additional information. All information provided during investigations is handled according to our Privacy Policy.

CATEGORIES OF FRAUD

PAYMENT FRAUD

1. Payment Failures

Event: Trip unpaid due to payment failure (insufficient funds, invalid cards, bank rejection)

Actions:

• Payment to the driver will be suspended during investigation
• If fraud is confirmed: No payment will be provided to the driver
• If no fraud is found: Payment will be collected from the passenger and provided to the driver when received

2. Stolen Payment Methods

Event: Trip paid with a stolen credit card or unauthorized payment method

Actions:

• Payment to the driver will be suspended during investigation
• If fraud is confirmed: Payment will be returned to the cardholder and not provided to the driver
• If no fraud is found: Hevo will return the payment to the cardholder or financial institution and, as a gesture of goodwill, will compensate the driver with an equivalent amount

TRIP MANIPULATION

3. Artificial Trip Generation

Event: System detects trip manipulation (dummy accounts, falsified trips, related driver-passenger accounts)

Actions:

• Payment to the driver will be suspended during investigation
• For paid trips with confirmed fraud: Payment will be returned to the passenger
• For unpaid trips with confirmed fraud: No payment collection will be attempted
• If no fraud is found: Normal payment processing will continue

4. Route Manipulation

Event: Driver deliberately increases trip time or distance without passenger consent

Actions:

• Payment to the driver will be suspended during investigation
• If manipulation is confirmed: Driver receives payment based on original estimated fare, difference refunded to passenger
• If no manipulation is found: Full payment is provided to the driver

5. Ghost Trips

Event: Driver completed the trip without picking up the passenger

Actions:

• Payment will be returned to the passenger
• No payment will be provided to the driver

6. Trip Timing Manipulation

Event: Driver started a trip before passenger pickup or delayed ending after drop-off

Actions:

• Payment to the driver will be suspended during investigation
• If manipulation is confirmed: Driver receives payment based on original estimated fare, difference refunded to passenger
• If no manipulation is found: Full payment is provided to the driver

7. Cancellation Disputes

Event: Disputed cancellation fee

Actions:

• Cancellation fee payment will be suspended during investigation
• If driver provoked cancellation: Fee will be refunded to passenger with no driver payment
• If cancellation was legitimate: Fee will be provided to the driver

PROMOTION AND REWARD ABUSE

8. Fraudulent Promotion Use

Event: Promotions or rewards obtained through deceptive means

Actions:

• Hevo will investigate suspected fraudulent promotion use
• If fraud is confirmed: Promotions or rewards will be declined
• If no fraud is found: Legitimate promotions and rewards will be honored

OTHER FRAUDULENT ACTIVITIES

9. Post-Payment Fraud Detection

Event: Fraud detected after payment has been processed and received by the driver

Actions:

• Hevo will investigate the complaint
• If fraud is confirmed: Chargeback will be applied to driver's next payment cycle
• If no fraud is found: No further action will be taken

10. Other Fraud Scenarios

Event: Other fraudulent activities not explicitly covered above

Actions:

• Hevo will investigate each situation on a case-by-case basis
• Appropriate actions will be determined based on the specific circumstances

APPEAL PROCESS

If you believe a fraud determination has been made in error, you may appeal the decision by:

1. Submitting a formal appeal through the Hevo App or by emailing support@hevo.app within 14 days of the determination
2. Providing any additional evidence or information that supports your position
3. Waiting for Hevo's review of your appeal (typically completed within 10 business days)

Hevo will review all appeals fairly and communicate the outcome promptly.

FRAUD PREVENTION TIPS

To avoid triggering our fraud detection systems accidentally:

• Ensure your payment methods are valid and have sufficient funds
• Only use payment methods you are authorized to use
• Do not create multiple accounts or share account credentials
• Report any app issues instead of attempting workarounds
• Avoid canceling trips repeatedly
• Keep your account information current and accurate

POLICY UPDATES

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

Note: This Policy is for reference only. Hevo may, in its sole discretion, take other actions consistent with Hevo's culture and policies that are reasonable under the circumstances. This Policy is not intended to provide an exhaustive list of all possible fraudulent activities.

For more information, please review Hevo's related policies, including the Passenger Agreement, Driver Suspension and Disqualification Policy, Complaint Handling Policy, and terms applicable to promotions.

Last Updated: March 10, 2025