iSERVU REFUND, CANCELLATION & PAYMENT POLICY Effective Date: 01/08/26 Last Updated: 10/08/26 1. PURPOSE AND SCOPE This Refund, Cancellation & Payment Policy (“Policy”) governs refunds, credits, cancellations, disputed charges, payment reversals, and related matters arising from the use of the iSERVU ride-hailing and transportation platform, including the iSERVU mobile application, website, payment systems, and any related services (collectively, the “Platform”). By creating an account, requesting or accepting a ride, making a payment, using the Platform, or otherwise accessing iSERVU services, you (“Rider,” “User,” or “you”) acknowledge that you have read, understood, and agreed to this Policy. This Policy forms part of the iSERVU Terms of Service and shall be interpreted together with those Terms. In the event of a conflict, the Terms of Service shall control unless applicable law requires otherwise. Nothing in this Policy is intended to exclude, restrict, or waive any consumer right, refund right, chargeback right, or other protection that cannot lawfully be excluded or waived under applicable law. ⸻ 2. DEFINITIONS For purposes of this Policy: “iSERVU” means the iSERVU transportation and ride-hailing business, including its affiliates, subsidiaries, contractors, agents, technology platforms, and authorized representatives, as applicable. “Driver” means an individual or entity authorized to provide transportation services through the Platform. “Rider” means an individual who requests, books, or receives transportation through the Platform. “Ride” means a transportation service requested through the Platform. “Fare” means the amount charged for a Ride, including the applicable base fare, distance or time charges, tolls, taxes, fees, surcharges, waiting fees, cancellation fees, and other disclosed charges. “Refund” means the return of all or part of an amount previously charged to a Rider. “Credit” means a non-cash amount made available within a Rider’s iSERVU account for future use. “Cancellation Fee” means a fee that may be charged when a Ride is cancelled after the applicable cancellation period or under circumstances specified by iSERVU. “No-Show” means a situation in which a Rider fails to appear at the designated pickup location within the applicable waiting period after the Driver has arrived and reasonably attempted to locate the Rider. ⸻ 3. GENERAL REFUND PRINCIPLES iSERVU is committed to processing legitimate refunds fairly and consistently. Unless otherwise required by applicable law: 1. A completed Ride is generally non-refundable once transportation has been provided. 2. Refund eligibility depends upon the circumstances surrounding the Ride and the payment. 3. A refund may be issued in whole or in part where iSERVU determines that a charge was incorrect, duplicated, unauthorized, materially inconsistent with the Ride provided, or otherwise eligible for adjustment. 4. iSERVU may provide an account credit instead of a monetary refund where permitted by law and where the Rider agrees to accept such credit. 5. Promotional credits, discounts, coupons, bonuses, or other promotional benefits are generally non-refundable and have no cash value unless expressly stated otherwise or required by law. 6. Refunds do not automatically apply merely because a Rider is dissatisfied with a Ride. 7. iSERVU reserves the right to investigate any refund request before approving or denying it. ⸻ 4. CANCELLATION BY THE RIDER A Rider may cancel a Ride through the Platform before the Ride begins. Depending on the timing of the cancellation and the circumstances involved, iSERVU may charge a Cancellation Fee. A Cancellation Fee may be applicable where: * A Driver has already accepted the Ride and is traveling toward the pickup location; * The Driver has arrived at the pickup location; * The Rider cancels after the applicable free-cancellation period; * The Rider repeatedly requests and cancels Rides; * The Driver incurs significant time, distance, or other costs as a result of the cancellation; or * The cancellation otherwise falls within a category for which a fee was disclosed to the Rider. Where applicable, the estimated or applicable Cancellation Fee will be disclosed through the Platform. A cancellation made within the applicable free-cancellation period will generally not incur a Cancellation Fee. ⸻ 5. CANCELLATION BY iSERVU OR THE DRIVER A Ride may be cancelled by iSERVU or a Driver for legitimate operational, safety, legal, technical, or other reasons. Where a Ride is cancelled before transportation is provided, iSERVU will generally not charge the Rider a Fare for the cancelled Ride. If a charge was temporarily authorized or placed on the Rider’s payment method, the authorization may be released rather than refunded. The timing of the release may depend upon the Rider’s financial institution, card issuer, payment processor, or other payment provider. Where a Driver cancels for reasons attributable to the Driver, iSERVU may, at its discretion and where appropriate, waive or reverse any applicable cancellation charge. ⸻ 6. DRIVER FAILURE TO ARRIVE If a Driver fails to arrive at the designated pickup location within a reasonable period and the Rider did not cause the delay, the Rider may request review of the associated charge. If iSERVU determines that the Rider was improperly charged due to the Driver’s failure to arrive, iSERVU may: * Refund the applicable charge; * Reverse a Cancellation Fee; * Issue an iSERVU account credit; or * Take another appropriate corrective action. The Rider should report the issue as soon as reasonably practicable through the Platform. ⸻ 7. RIDER NO-SHOWS A Rider may be charged a No-Show or Cancellation Fee if: 1. The Driver has arrived at the designated pickup location; 2. The Driver has reasonably attempted to locate or contact the Rider; 3. The applicable waiting period has expired; and 4. The Rider has failed to appear or otherwise failed to make themselves reasonably available. A Rider who believes a No-Show charge was incorrectly applied may submit a refund request for review. If iSERVU determines that the charge was incorrectly applied, the applicable amount may be refunded or credited. ⸻ 8. RIDES TERMINATED EARLY If a Rider voluntarily ends a Ride before reaching the requested destination, the Rider may remain responsible for the Fare applicable to the portion of the Ride actually provided, together with any applicable fees. If a Ride is terminated because of circumstances outside the Rider’s reasonable control, the Rider may request a review. If a Driver terminates a Ride improperly, refuses to complete the Ride without a legitimate reason, or otherwise fails to provide the transportation service that was reasonably agreed upon, iSERVU may review the transaction and determine whether an adjustment or refund is appropriate. ⸻ 9. INCORRECT, EXCESSIVE, OR DUPLICATE CHARGES If a Rider believes they were charged: * Twice for the same Ride; * An amount materially different from the amount reasonably applicable to the Ride; * For a Ride that did not occur; * For a Ride that was cancelled before service was provided; or * A fee that was incorrectly applied, the Rider should submit a dispute through the iSERVU Platform as soon as possible. Upon verification, iSERVU may correct the transaction and issue an appropriate refund or account credit. ⸻ 10. UNAUTHORIZED TRANSACTIONS A Rider must promptly notify iSERVU if they believe their account or payment method has been used without authorization. iSERVU may investigate the transaction, account activity, device information, Ride information, payment records, and other relevant information reasonably necessary to determine whether an unauthorized transaction occurred. The Rider may also be required to contact their bank, card issuer, or payment provider. Nothing in this Policy limits any rights the Rider may have under applicable payment, consumer-protection, or financial-services laws. ⸻ 11. PAYMENT AUTHORIZATIONS AND TEMPORARY HOLDS When a Rider requests a Ride, iSERVU or its payment processor may place a temporary authorization or hold on the selected payment method. An authorization is not necessarily a completed charge. The amount and duration of an authorization may vary depending on the payment method, financial institution, payment processor, transaction circumstances, and other factors outside iSERVU’s control. If a Ride is cancelled or the final Fare changes, the original authorization may be adjusted or released. iSERVU is not responsible for delays caused solely by a bank, card issuer, payment processor, telecommunications provider, or other third party. ⸻ 12. CASH PAYMENTS Where cash payments are permitted, the Rider is responsible for paying the amount displayed or otherwise communicated through the Platform. Cash transactions may be subject to separate procedures, minimums, maximums, fees, or restrictions. Except where required by law or expressly authorized by iSERVU, cash payments are not automatically refundable by iSERVU once payment has been made directly to a Driver. Any cash-payment dispute must be reported promptly and may be investigated. ⸻ 13. TIPS Where tipping is available, tips are generally voluntary. Once a tip has been submitted, it may not be refundable except where: * It was charged in error; * It was duplicated; * It was unauthorized; or * Applicable law otherwise requires a refund. ⸻ 14. PROMOTIONAL CREDITS AND COUPONS Promotional credits, coupons, discounts, referral rewards, bonuses, and similar incentives (“Promotional Benefits”) are subject to the specific terms communicated when issued. Unless otherwise expressly stated: * Promotional Benefits have no cash value; * Promotional Benefits cannot be transferred; * Promotional Benefits cannot be redeemed for cash; * Promotional Benefits cannot be refunded; * Promotional Benefits may expire; * Promotional Benefits may be limited to one account, Rider, household, payment method, device, geographic area, or promotional period; and * iSERVU may revoke Promotional Benefits obtained through fraud, abuse, manipulation, or violation of promotional terms. If a refund is issued for a transaction involving a Promotional Benefit, the refunded amount may be calculated after taking the applicable discount or credit into account. ⸻ 15. REFUND METHOD Where a monetary refund is approved, iSERVU will generally attempt to return the refund to the original payment method used for the transaction. iSERVU may use another lawful refund method where: * The original payment method is unavailable; * The payment method cannot receive refunds; * The Rider expressly agrees to an alternative method; or * Applicable law permits or requires another method. Refund processing times vary by payment provider and financial institution. iSERVU cannot guarantee the exact date on which a refund will appear in a Rider’s account. ⸻ 16. REFUND PROCESSING TIME Once iSERVU approves a refund, iSERVU will initiate the refund within a commercially reasonable period. The time required for the refund to appear in the Rider’s account may vary according to: * The Rider’s bank; * Card issuer; * Payment processor; * Payment network; * Payment method; * Country or jurisdiction; and * Other third-party processing requirements. A refund that has been successfully initiated by iSERVU but is delayed by a third-party financial institution shall not be considered a failure by iSERVU to process the refund. ⸻ 17. HOW TO REQUEST A REFUND A Rider seeking a refund should submit a request through the designated iSERVU customer-support channel or the Platform. The request should, where applicable, include: * Rider name; * Account information; * Ride date; * Pickup location; * Destination; * Transaction amount; * Reason for the request; * Relevant screenshots, receipts, or supporting evidence; and * Any other information reasonably requested by iSERVU. iSERVU may request additional information to verify the transaction. ⸻ 18. REFUND REQUEST DEADLINE Unless a longer period is required by applicable law, a refund or billing dispute should be submitted within [30] days after the relevant Ride or transaction. Failure to submit a request within the applicable period may result in the request being denied where permitted by law. This deadline does not eliminate or restrict any mandatory statutory rights or dispute periods that cannot legally be waived. ⸻ 19. INVESTIGATION OF REFUND REQUESTS iSERVU reserves the right to investigate refund requests before issuing a refund. The investigation may include reviewing: * GPS and location information; * Ride timestamps; * Driver and Rider communications; * Trip routes; * Fare calculations; * Payment records; * Account activity; * Cancellation records; * Device and technical records; * Customer-support records; and * Other information reasonably necessary to resolve the dispute. iSERVU may contact the Rider, Driver, payment provider, or other relevant party during the investigation. A refund request may be denied where the evidence indicates that the charge was valid. ⸻ 20. FRAUDULENT OR ABUSIVE REFUND REQUESTS iSERVU maintains a zero-tolerance policy toward fraudulent refund activity. Prohibited conduct may include: * Knowingly submitting false information; * Claiming that a Ride did not occur when it did; * Falsely claiming that a Driver failed to arrive; * Repeatedly disputing legitimate charges; * Manipulating the Platform to obtain unauthorized refunds or credits; * Creating multiple accounts to obtain Promotional Benefits; * Using another person’s payment method without authorization; * Submitting fraudulent chargebacks; or * Providing materially misleading information during a refund investigation. Where permitted by law, iSERVU may deny refunds, suspend or terminate accounts, reverse improperly issued credits, restrict access to Promotional Benefits, and take appropriate legal or other action. ⸻ 21. CHARGEBACKS AND PAYMENT DISPUTES Before initiating a chargeback, Riders are strongly encouraged to contact iSERVU so that the transaction can be investigated and resolved directly. Nothing in this section prohibits a Rider from exercising a lawful right to dispute a transaction with a bank, card issuer, payment provider, or other authorized entity. If a chargeback is initiated, iSERVU may provide the payment processor or financial institution with relevant transaction information and records necessary to respond to the dispute, subject to applicable privacy and data-protection laws. If a payment dispute results in a reversal of a legitimate charge, iSERVU may seek recovery of amounts lawfully owed, subject to applicable law. ⸻ 22. DRIVER PAYMENTS AND DRIVER-SIDE REFUNDS A refund issued to a Rider may affect the amount payable to the Driver in accordance with the Driver’s agreement with iSERVU. Drivers shall not independently promise, authorize, or guarantee refunds on behalf of iSERVU unless expressly authorized to do so. Any dispute concerning Driver compensation, commissions, incentives, deductions, or payment adjustments shall be governed by the applicable Driver agreement and policies. ⸻ 23. LOST, DAMAGED, OR LEFT-BEHIND PROPERTY Refunds for transportation services do not automatically entitle a Rider to compensation for lost, forgotten, damaged, or allegedly stolen property. Riders should promptly report property issues through the Platform. iSERVU may assist in facilitating communication between Riders and Drivers where reasonably possible, but iSERVU does not guarantee the recovery of property. Nothing in this section limits liability or rights that cannot lawfully be limited under applicable law. ⸻ 24. SERVICE QUALITY COMPLAINTS A Rider may submit a complaint regarding the quality, condition, cleanliness, timeliness, professionalism, or other aspect of a Ride. iSERVU may, at its discretion, provide a partial refund, full refund, account credit, or other remedy where appropriate. However, dissatisfaction with a Ride does not automatically establish an entitlement to a refund. Refund determinations will consider the specific circumstances and applicable law. ⸻ 25. SAFETY-RELATED INCIDENTS Safety concerns, accidents, alleged misconduct, harassment, threats, violence, or other serious incidents should be reported to iSERVU immediately through the appropriate emergency or safety-reporting channels. Where an incident involves an immediate threat to life, bodily injury, or public safety, the Rider or Driver should contact the appropriate emergency services before contacting iSERVU. Refund eligibility will be evaluated separately from any investigation concerning safety, misconduct, insurance, liability, or legal responsibility. ⸻ 26. THIRD-PARTY SERVICES iSERVU may rely upon third-party providers for payment processing, banking, communications, mapping, GPS, identity verification, insurance, technology, or other services. Where a refund is delayed or affected by a third party, iSERVU will take commercially reasonable steps within its control to facilitate resolution but cannot guarantee the actions, systems, processing times, or availability of third-party providers. ⸻ 27. NO GUARANTEE OF REFUND Except where a refund is required by applicable law or expressly provided under this Policy, the submission of a refund request does not guarantee that a refund will be granted. Each request may be evaluated based on the facts and circumstances of the transaction. iSERVU’s determination will be made in accordance with this Policy, the Terms of Service, and applicable law. ⸻ 28. LIMITATION OF LIABILITY To the maximum extent permitted by applicable law, iSERVU shall not be liable for losses, fees, penalties, overdraft charges, interest, foreign-exchange differences, or other costs imposed by a Rider’s bank, card issuer, payment processor, or other third party as a result of the timing of a charge, authorization, reversal, or refund. Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited under applicable law, including liability arising from rights that are legally non-waivable. ⸻ 29. NO WAIVER OF MANDATORY CONSUMER RIGHTS Nothing contained in this Policy shall be interpreted as: * Waiving a statutory consumer right; * Eliminating a mandatory refund right; * Preventing a lawful chargeback; * Limiting a statutory warranty or guarantee; * Excluding liability where exclusion is prohibited by law; or * Preventing a governmental, regulatory, or judicial authority from exercising its lawful powers. Where applicable law provides a Rider with rights greater than those described in this Policy, those rights shall prevail. ⸻ 30. GOVERNING LAW This Policy shall be governed by and interpreted in accordance with the laws of [INSERT JURISDICTION], except to the extent that applicable mandatory consumer-protection or other laws require otherwise. Any dispute concerning this Policy shall be handled in accordance with the dispute-resolution provisions contained in the iSERVU Terms of Service, subject to any mandatory rights or procedures imposed by applicable law. ⸻ 31. CHANGES TO THIS POLICY iSERVU may amend, update, replace, or modify this Policy from time to time. The updated Policy will become effective on the date specified at the beginning of the revised Policy, unless otherwise required by law. Where legally required, iSERVU will provide appropriate notice of material changes. Continued use of the Platform following the effective date of an updated Policy constitutes acceptance of the updated Policy to the extent permitted by applicable law. ⸻ 32. SEVERABILITY If any provision of this Policy is determined by a court, regulator, arbitrator, or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be modified or severed to the minimum extent necessary. The remaining provisions shall remain in full force and effect to the maximum extent permitted by law. ⸻ 33. ENTIRE POLICY This Policy, together with the iSERVU Terms of Service, Privacy Policy, Driver Agreement, applicable fare information, promotional terms, and other policies expressly incorporated by reference, constitutes the applicable agreement concerning refunds, cancellations, and payment disputes. No verbal statement, representation, promise, or informal communication shall modify this Policy unless authorized by iSERVU in writing or otherwise required by law. ⸻ 34. CONTACT INFORMATION For refund requests, billing disputes, or questions concerning this Policy: iSERVU Customer Support: support@iservu.app Telephone: +1 (758) 721-0415 Website: https://www.iservu.app Registered Business Address: Cap Estate, Gros-Islet ⸻ ACKNOWLEDGMENT By using iSERVU, requesting a Ride, accepting a Ride, or making a payment through the Platform, you acknowledge that you have had an opportunity to review this Refund, Cancellation & Payment Policy and agree to be bound by its applicable provisions, subject always to any rights that cannot legally be waived. © 2026 iSERVU. All Rights Reserved.
