PASSENGER CANCELLATION COOL-DOWN POLICY

INTRODUCTION

To ensure a reliable service for all users, Hevo has implemented a "Cool-down" feature in the rider app. This feature helps manage excessive cancellations by temporarily restricting app usage when a user cancels multiple rides in a short period. This policy explains how the cool-down system works and what to expect if it affects your account.

HOW THE COOL-DOWN WORKS

Triggering Conditions

A cool-down period will be activated if:

• You cancel 5 orders consecutively within a 1-hour timeframe
• Both immediate and pre-scheduled ride cancellations count toward this limit

Duration of Restriction

• When activated, the cool-down restricts your ability to book new rides for 4 hours
• The app will automatically restore full functionality after this period expires

NOTIFICATIONS AND WARNINGS

Warning System

To help you avoid triggering a cool-down:

• After your second consecutive cancellation, the app will display warnings
• You'll receive an in-app notification stating "Too many cancellations"
• The warning will show a counter indicating how many more cancellations remain before a cool-down is triggered

Restriction Notice

When you enter cool-down status:

• A pop-up message will appear stating: "Orders suspended until [time]. Too many cancellations, try again later."
• This message will display whenever you attempt to book a ride by pressing "Set pickup"
• The message includes when your account will be restored to normal status

SCHEDULED RIDES DURING COOL-DOWN

Any pre-scheduled rides that you've already booked will:

• Remain active in the system
• Not be automatically cancelled
• Proceed as planned despite the cool-down restriction

This means you can still take your previously scheduled rides even while new bookings are restricted.

PURPOSE OF THE POLICY

This policy helps:

• Ensure drivers aren't subject to excessive cancellations
• Maintain service reliability for all passengers
• Encourage thoughtful booking practices

CONTACT INFORMATION

If you have questions about the cool-down status on your account or believe it was applied in error, please contact Hevo customer support through the app or at support@hevo.app.

Last update: March 10, 2025