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Policies / Cancellation & Refund Policy

SPLITT-E CANCELLATION & REFUND POLICY

Last updated: August 22, 2026

Document ID: SPL-LEGAL-CRP-001 · Version: 1.0

CHAPTER 1 – PURPOSE, SCOPE & APPLICABILITY

1.1 Purpose

This Cancellation & Refund Policy ("Policy") establishes the legal and operational framework governing Booking cancellations, Cancellation Charges, refunds, Subscription Fee refunds, dispute handling, operational reviews, and related matters arising from the use of the Splitt-E Platform.

This Policy seeks to promote fairness, transparency, operational consistency, and balanced treatment of Users and Driver Partners while preserving Splitt-E's ability to administer and improve its Platform in accordance with Applicable Law and evolving business requirements.

1.2 Scope

This Policy applies to:

operational reviews relating to cancellations and refunds; and

other matters expressly governed by this Policy.

1.3 Applicability

This Policy forms an integral part of the contractual relationship between Splitt-E, its Users, and Driver Partners.

By using the Platform, Users and Driver Partners acknowledge that this Policy applies in addition to the User Terms & Conditions, Driver Partner Agreement, Privacy Policy, Subscription Policy, and other applicable Platform Policies.

1.4 Relationship with Other Documents

This Policy shall be read together with all applicable Splitt-E legal documents.

Where a matter is not specifically addressed in this Policy, the relevant provisions of the User Terms & Conditions, Driver Partner Agreement, Privacy Policy, Subscription Policy, Community Guidelines, or any other applicable Platform Policy shall continue to apply.

Where Applicable Law requires a different approach, Applicable Law shall prevail to the extent of the inconsistency.

CHAPTER 2 – DEFINITIONS & INTERPRETATION

2.1 Definitions

For the purposes of this Policy:

Booking means a mobility or parcel delivery request accepted through the Platform.

Cancellation means termination of a Booking before its completion.

Cancellation Charge means an amount that may become payable following a Cancellation in accordance with this Policy.

Driver Movement means the distance, time, or other measurable movement of a Driver Partner towards the designated pickup location after accepting a Booking, as reasonably determined through Platform Records.

Outstanding Cancellation Charge means any unpaid Cancellation Charge recorded against a User Account.

Platform Records means Booking history, GPS information, timestamps, in-app communications, in-app call records (where available), technical logs, operational metadata, and other records maintained by Splitt-E relating to Platform operations.

Refund means any reimbursement, reversal, adjustment, account credit, or other financial resolution approved by Splitt-E under this Policy.

Subscription Fee means the amount payable by a Driver Partner to Splitt-E for subscription-based access to Platform services.

2.2 Definitions in Other Agreements

Where a capitalised term is not specifically defined in this Policy but is defined in the User Terms & Conditions, Driver Partner Agreement, or another applicable Platform Policy, that definition shall apply unless the context requires otherwise.

2.3 Interpretation

Unless the context otherwise requires:

the words "including", "such as", and similar expressions shall be interpreted as illustrative and not exhaustive.

CHAPTER 3 – GOVERNING PRINCIPLES

3.1 Fairness

Splitt-E strives to administer cancellations, refunds, and related disputes fairly, reasonably, and in good faith.

Neither a User nor a Driver Partner shall automatically be presumed to be at fault merely because a complaint, cancellation request, or dispute has been submitted.

3.2 Operational Flexibility

This Policy establishes the governing legal principles applicable to cancellations and refunds.

Operational procedures, technical workflows, user interfaces, settlement mechanisms, calculation methodologies, and Platform features may be modified by Splitt-E from time to time without requiring amendment of this Policy, provided such modifications remain consistent with Applicable Law and the governing Platform Agreements.

Nothing in this Policy requires Splitt-E to maintain any particular technical implementation, payment workflow, recovery mechanism, notification process, or operational methodology.

Splitt-E reserves the right to improve or modify its operational processes in response to technological developments, business requirements, regulatory changes, fraud prevention needs, safety considerations, or user experience improvements.

3.4 Current Operating Model

Under the Platform's current operating model, payments relating to mobility and parcel delivery services are generally made directly between the User and the Driver Partner.

Subscription Fees payable by Driver Partners are generally payable directly to Splitt-E.

Nothing in this Policy shall be interpreted as a representation that the current operating model will remain unchanged indefinitely. Splitt-E reserves the right to introduce alternative payment, settlement, or operational mechanisms where reasonably required by Applicable Law, business requirements, technological developments, or future Platform services.

3.5 No Automatic Entitlement

The existence of a Cancellation, complaint, dispute, refund request, or operational issue does not, by itself, create an entitlement to compensation, reimbursement, refund, account credit, Cancellation Charge waiver, or any other financial relief.

Any such relief shall be determined by Splitt-E in accordance with this Policy or as otherwise required by Applicable Law.

3.6 No Waiver

Any failure or delay by Splitt-E in exercising any right, discretion, or remedy under this Policy shall not constitute a waiver of that right, discretion, or remedy.

Nothing contained in this Policy shall limit or exclude any rights, remedies, protections, or obligations available to Splitt-E, Users, or Driver Partners under Applicable Law.

CHAPTER 4 – GENERAL CANCELLATION PRINCIPLES

4.1 Right to Cancel

Subject to this Policy, the applicable Platform Agreements, and Applicable Law, a User or Driver Partner may cancel a Booking before its completion.

The exercise of a cancellation right does not automatically exempt either party from the consequences described in this Policy.

4.2 General Principles

Cancellation of a Booking does not automatically:

constitute a breach of the applicable Platform Agreement; or

create an entitlement to compensation.

Each matter may be assessed independently based upon the available information and the circumstances of the Booking.

4.3 Recognition of Driver Partner Effort

Where a Driver Partner has accepted a Booking and commenced travelling towards the designated pickup location, Splitt-E recognises that the Driver Partner may have incurred operational costs, including time, fuel, vehicle usage, and loss of potential earning opportunities.

Accordingly, a Cancellation Charge may become applicable where Splitt-E reasonably considers it appropriate.

4.4 Operational Methodology

Splitt-E may determine the methodology used to assess whether a Cancellation Charge applies and the amount of such Cancellation Charge.

Such methodology may consider one or more factors including:

historical operational information; and

any other operational criteria reasonably determined by Splitt-E.

The methodology may be revised, improved, or replaced from time to time without requiring amendment of this Policy.

4.5 Platform Errors

Where Splitt-E reasonably determines that a Cancellation Charge, notification, calculation, or operational action has resulted from a technical malfunction, software error, system failure, data inconsistency, or other operational error, Splitt-E may correct, reverse, adjust, or otherwise rectify the affected matter.

CHAPTER 5 – USER CANCELLATION

5.1 General Principle

A User may cancel a Booking through the Platform in accordance with applicable Platform procedures.

Cancellation does not automatically prevent the application of a Cancellation Charge.

5.2 Cancellation Before Driver Movement

Where a User cancels a Booking before Driver Movement has commenced, a Cancellation Charge will ordinarily not apply unless exceptional circumstances reasonably justify otherwise.

5.3 Cancellation After Driver Movement

Where Driver Movement has commenced before the User cancels the Booking, Splitt-E may determine that a Cancellation Charge is applicable.

In making such determination, Splitt-E may consider:

fraud indicators; and

other relevant operational factors.

5.4 Notification of Cancellation Charge

Where a Cancellation Charge is determined to be applicable, the Platform may notify the User of:

available settlement options; and

the potential consequences of non-settlement.

The format, timing, and method of such notification may vary depending upon Platform functionality.

5.5 Settlement Opportunity

Where operationally available, the User may be provided with an opportunity to settle the applicable Cancellation Charge.

Settlement may occur through:

any other settlement mechanism adopted by Splitt-E.

Settlement of a Cancellation Charge shall not, by itself, constitute an admission of liability by the User.

5.6 Failure to Settle

Where an applicable Cancellation Charge is not settled, Splitt-E may:

recover the amount through another operational mechanism introduced by Splitt-E; or

adopt any other reasonable operational response.

Nothing in this Clause obligates Splitt-E to pursue recovery in every case.

5.7 Waiver or Adjustment

Splitt-E may waive, reduce, reverse, or otherwise adjust a Cancellation Charge where it reasonably determines that exceptional circumstances exist.

Such determination shall remain entirely within the reasonable discretion of Splitt-E, subject to Applicable Law.

CHAPTER 6 – DRIVER PARTNER CANCELLATION

6.1 General Responsibility

Driver Partners are expected to honour accepted Bookings and should cancel only where reasonably necessary.

6.2 Legitimate Grounds

Without limitation, a Driver Partner may reasonably cancel a Booking where circumstances include:

force majeure events; or

other circumstances beyond the Driver Partner's reasonable control.

6.3 Unjustified Cancellations

Repeated or unjustified cancellations may affect Platform reliability.

Following review, Splitt-E may take reasonable operational action including:

permanent termination in serious cases; or

other action permitted under the Driver Partner Agreement.

6.4 Safety

Nothing in this Policy discourages a Driver Partner from cancelling a Booking where the Driver Partner reasonably believes cancellation is necessary to protect personal safety, public safety, or to comply with Applicable Law.

CHAPTER 7 – CANCELLATION CHARGES & SETTLEMENT

7.1 Purpose

Cancellation Charges are intended to reasonably recognise operational costs that may arise following certain Booking cancellations.

Cancellation Charges are not intended to operate as penalties.

7.2 Settlement

Where operationally implemented, Cancellation Charges may be settled directly between the User and the Driver Partner under the Platform's current operating model.

Splitt-E may introduce alternative settlement mechanisms where reasonably required by Applicable Law, operational requirements, technological developments, or future Platform services.

7.3 Partial Settlement

Where Splitt-E reasonably determines that only part of an applicable Cancellation Charge has been settled, Splitt-E may:

seek settlement of the remaining amount through applicable operational mechanisms; or

otherwise resolve the matter as reasonably considered appropriate.

7.4 Driver Confirmation

Where a User indicates that a Cancellation Charge has been settled directly with the Driver Partner, Splitt-E may seek confirmation from the Driver Partner and may also review other available Platform Records.

Driver confirmation constitutes one factor that Splitt-E may consider and shall not necessarily be treated as conclusive evidence.

Splitt-E may determine the status of an Outstanding Cancellation Charge after considering all reasonably available information.

7.5 Outstanding Cancellation Charges

Outstanding Cancellation Charges shall not ordinarily accrue interest unless:

Applicable Law requires otherwise; or

Splitt-E expressly notifies Users of a different operational arrangement introduced in accordance with Applicable Law.

7.6 No Guarantee of Recovery

Splitt-E does not guarantee recovery of every applicable Cancellation Charge.

Splitt-E may waive, defer, compromise, write off, recover, or otherwise resolve any Outstanding Cancellation Charge where it reasonably considers such action appropriate.

CHAPTER 8 – GENERAL REFUND PRINCIPLES

8.1 General Principle

Refunds are not automatic.

Any request for a refund, reversal, adjustment, account credit, or other financial resolution shall be considered in accordance with this Policy, the applicable Platform Agreements, and Applicable Law.

8.2 Independent Assessment

Each refund request may be assessed independently.

The approval or rejection of one refund request shall not create a precedent or entitlement for any future request.

8.3 Good Faith

Users and Driver Partners are expected to submit refund requests honestly, accurately, and in good faith.

Knowingly submitting false, misleading, fabricated, or fraudulent refund requests may result in action under the applicable Platform Agreements or Applicable Law.

8.4 Operational Review

Before approving or declining a refund request, Splitt-E may:

consider previous account activity; and

undertake any other reasonable verification process.

Nothing in this Policy obligates Splitt-E to undertake identical verification procedures for every refund request.

CHAPTER 9 – SUBSCRIPTION REFUNDS

9.1 Scope

This Chapter applies exclusively to Subscription Fees paid by Driver Partners to Splitt-E.

It does not apply to payments exchanged directly between Users and Driver Partners unless expressly stated otherwise.

9.2 General Rule

Subscription Fees are generally payable for access to Platform services and associated benefits.

Unless otherwise provided under this Policy, another applicable agreement, or Applicable Law, Subscription Fees are ordinarily non-refundable after activation of the applicable Subscription.

9.3 Duplicate Subscription Payments

Where Splitt-E reasonably determines that the same Subscription Fee has been paid more than once due to a technical error, duplicate transaction, banking issue, or other verifiable circumstance, Splitt-E may:

adjust future Subscription Fees; or

adopt another reasonable financial resolution.

9.4 Incorrect Billing

Where Splitt-E determines that a Driver Partner has been incorrectly charged due to a Platform malfunction, technical error, operational mistake, or billing issue, Splitt-E may:

adjust future billing; or

adopt another reasonable corrective action.

9.5 Suspension of Review

Splitt-E may suspend or delay consideration of a Subscription refund request where it reasonably suspects:

unlawful conduct; or

other suspicious activity.

9.6 Promotional Subscription Plans

Subscription plans offered under promotional campaigns, trial programmes, discounted offers, or special commercial arrangements may be subject to separate refund conditions published at the time of the offer.

CHAPTER 10 – CURRENT PAYMENT MODEL

10.1 Current Operating Model

Under the current operating model of the Platform, payments relating to mobility and parcel delivery services are generally made directly between the User and the Driver Partner.

Accordingly, Splitt-E generally does not receive, hold, process, distribute, or settle such payments.

10.2 Subscription Payments

Subscription Fees payable by Driver Partners are generally payable directly to Splitt-E using the payment methods supported by the Platform.

10.3 No Agency Relationship

Under the current operating model, nothing in this Policy shall be interpreted as creating an agency, escrow, trustee, banking, money transmission, payment intermediary, fiduciary, or similar relationship between Splitt-E and the parties in respect of payments exchanged directly between Users and Driver Partners.

10.4 Current Commercial Model

Under the Platform's current operating model, Splitt-E generally does not deduct a Platform commission from amounts agreed between a User and a Driver Partner for mobility or parcel delivery services.

This Clause describes the current operating model only.

Nothing in this Policy shall prevent Splitt-E from introducing alternative commercial arrangements where reasonably required by:

operational improvements; or

future Platform services.

10.5 Taxes

Nothing contained in this Policy affects:

legal obligations; or

other deductions required under Applicable Law.

CHAPTER 11 – REFUND ELIGIBILITY

11.1 Circumstances Where Refunds May Be Considered

Subject to this Policy, Splitt-E may consider issuing a refund, account credit, adjustment, or other financial resolution in circumstances including:

other circumstances reasonably considered appropriate by Splitt-E.

11.2 Circumstances Where Refunds May Not Be Available

Refunds may not ordinarily be available where:

the request is submitted after the applicable dispute period without reasonable justification; or

the circumstances otherwise fall outside the scope of this Policy.

11.3 Refund Requests

Refund requests should ordinarily be submitted together with sufficient information to enable Splitt-E to reasonably identify and review the relevant transaction.

Splitt-E may request additional information before determining the request.

11.4 Method of Refund

Where a refund is approved, Splitt-E may determine the appropriate method of settlement, including:

replacement benefit; or

another reasonable settlement mechanism.

11.5 Refund Processing

Approved refunds may be processed within such period as Splitt-E reasonably considers appropriate, taking into account:

other relevant circumstances.

No specific processing period is guaranteed unless required by Applicable Law.

CHAPTER 12 – EXCEPTIONAL REFUNDS & BILLING ADJUSTMENTS

12.1 Exceptional Circumstances

Notwithstanding any other provision of this Policy, Splitt-E may consider refunds, credits, waivers, or other financial adjustments where it reasonably determines that exceptional circumstances exist.

12.2 Illustrative Circumstances

Exceptional circumstances may include:

system-wide malfunctions; or

other circumstances reasonably considered appropriate.

The above examples are illustrative only.

12.3 Billing Adjustments

Where Splitt-E identifies an incorrect billing event, it may:

issue a refund; or

otherwise correct the billing event.

12.4 Goodwill Resolutions

From time to time, Splitt-E may provide goodwill credits, promotional benefits, account adjustments, or similar resolutions without admitting liability.

Any such resolution shall not constitute a precedent or create an ongoing obligation to provide similar relief in future matters.

CHAPTER 13 – PROMOTIONAL CREDITS

13.1 Promotional Programmes

Splitt-E may introduce promotional campaigns, incentive programmes, referral benefits, coupons, discounts, credits, rewards, or similar commercial programmes.

Such programmes may be governed by separate terms published by Splitt-E.

13.2 Promotional Credits

Unless expressly stated otherwise:

promotional credits may be modified or withdrawn in accordance with their applicable terms.

13.3 Misuse

Where Splitt-E reasonably determines that promotional benefits have been obtained through fraud, abuse, technical exploitation, or other misuse, Splitt-E may:

suspend future eligibility; or

take any other reasonable operational action.

13.4 Final Determination

Subject to Applicable Law, Splitt-E may determine the appropriate operational treatment of promotional programmes, credits, incentives, and related financial adjustments after considering the relevant circumstances.

CHAPTER 14 – FAIR REVIEW & OPERATIONAL RESOLUTION

14.1 Guiding Principle

Splitt-E is committed to administering cancellation-related and refund-related matters fairly, reasonably, objectively, and in good faith.

The existence of a complaint, dispute, cancellation request, refund request, or allegation shall not, by itself, establish fault, liability, entitlement, or wrongdoing.

Each matter may be independently assessed based upon the available information, Applicable Law, the governing Platform Agreements, and the surrounding circumstances.

14.2 Platform Review

Where Splitt-E reasonably considers it appropriate, it may review available Platform Records before determining an appropriate operational response.

Platform Records may include:

operational metadata; and

any other information reasonably available to Splitt-E.

14.3 Additional Information

Where Splitt-E reasonably considers additional information necessary, it may request further evidence from:

or any other relevant person.

Such information may include:

transaction confirmations; or

any other supporting material reasonably relevant to the matter.

Failure to provide requested information shall not automatically determine the outcome of a review but may be considered together with all other available information.

14.4 Operational Discretion

The nature and extent of any review, verification, or investigation may vary depending upon:

operational practicality; and

any other circumstances reasonably considered relevant.

Nothing contained in this Policy obligates Splitt-E to follow identical review procedures in every matter.

14.5 Resolution

Following review, Splitt-E may determine the operational outcome it reasonably considers appropriate, including:

referring the matter for further review; or

taking any other reasonable operational action consistent with Applicable Law and the governing Platform Agreements.

CHAPTER 15 – DISPUTE RESOLUTION

15.1 General Principle

Users and Driver Partners are encouraged to report disputes promptly so that Platform Records remain available and the matter may be reviewed fairly and efficiently.

15.2 Time Limit for Raising Disputes

Unless otherwise required by Applicable Law or another applicable Platform Policy, cancellation-related disputes, refund-related disputes, billing disputes, or other matters governed by this Policy should ordinarily be reported within forty-eight (48) hours from:

the occurrence of the relevant event; or

the time the affected person reasonably became aware of the matter,

whichever occurs later.

15.3 Delayed Disputes

Disputes submitted after the applicable forty-eight (48) hour period may be:

reviewed only in part; or

reviewed to the extent that Splitt-E reasonably considers appropriate,

after taking into account:

any other relevant circumstances.

Nothing in this Chapter obligates Splitt-E to review every delayed dispute.

15.4 Exceptional Review

Notwithstanding Clause 15.3, Splitt-E may review a delayed dispute where it reasonably determines that exceptional circumstances exist.

Exceptional circumstances may include:

regulatory requirements; or

other circumstances reasonably considered appropriate.

15.5 Final Operational Determination

Subject to Applicable Law, Splitt-E may determine the operational resolution of a dispute after considering the available information.

Such determination shall be made in good faith and shall not prevent either party from exercising any rights available under Applicable Law.

CHAPTER 16 – FRAUD PREVENTION & MISUSE

16.1 Commitment

Splitt-E is committed to protecting the integrity of the Platform against fraud, misuse, deceptive conduct, and abuse.

16.2 Fraud Indicators

Without limitation, Splitt-E may review matters involving:

technical exploitation; or

other suspicious conduct.

16.3 Operational Measures

Following review, Splitt-E may take one or more reasonable operational measures including:

reporting matters to competent authorities where required by Applicable Law; or

any other reasonable operational measure.

16.4 Cooperation

Users and Driver Partners are expected to cooperate with reasonable requests made by Splitt-E during fraud prevention reviews.

Failure to cooperate may be considered together with all other available information while determining the appropriate operational response.

16.5 Immediate Operational Action

Nothing contained in this Policy prevents Splitt-E from taking immediate temporary operational action where it reasonably considers such action necessary to:

respond to emergencies; or

protect the legitimate interests of affected persons.

Such action may subsequently be reviewed in accordance with this Policy.

17.1 Force Majeure

Splitt-E shall not be responsible for any delay, interruption, suspension, inability to perform, or failure to carry out any obligation or operational process under this Policy where such delay, interruption, suspension, or failure results from circumstances beyond Splitt-E's reasonable control.

Such circumstances may include, without limitation:

technical infrastructure failures; or

any other event beyond Splitt-E's reasonable control.

During such circumstances, Splitt-E may temporarily modify, suspend, defer, or adapt operational procedures described in this Policy until normal operations can reasonably resume.

17.2 Operational Improvements

Splitt-E continually develops and improves the Platform.

Accordingly, Splitt-E may introduce, modify, replace, suspend, or discontinue operational processes, technical features, settlement methods, verification procedures, user interfaces, communication channels, or other Platform functionality, provided such changes remain consistent with Applicable Law and the applicable Platform Agreements.

17.3 No Waiver

No failure, omission, delay, relaxation, or partial exercise by Splitt-E of any right, discretion, remedy, or power under this Policy shall constitute a waiver of that right, discretion, remedy, or power.

Any waiver shall be effective only if expressly made in writing by an authorised representative of Splitt-E.

17.4 Severability

If any provision of this Policy is determined by a court or competent authority to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect to the maximum extent permitted by Applicable Law.

17.5 Entire Policy

This Policy constitutes the entire cancellation and refund policy of Splitt-E and shall be read together with the User Terms & Conditions, Driver Partner Agreement, Privacy Policy, Subscription Policy, Community Guidelines, and other applicable Platform Policies.

Nothing contained in this Policy shall be interpreted independently where another applicable Platform Agreement expressly governs the same subject matter.

Nothing contained in this Policy limits, excludes, or restricts any rights, remedies, protections, obligations, or liabilities that cannot lawfully be excluded or limited under Applicable Law.

Similarly, nothing contained in this Policy limits any lawful rights or remedies available to Splitt-E.

17.7 Policy Updates

Splitt-E may amend, revise, replace, or update this Policy from time to time where reasonably necessary, including to:

improve user experience; or

address legitimate business requirements.

Material updates may be communicated through:

in-app notifications; or

any other reasonable communication channel.

Continued use of the Platform following the effective date of an updated Policy may constitute acceptance of the revised Policy, except where Applicable Law requires additional notice or express consent.

17.8 Contact Information

Questions, requests, or concerns relating to this Policy may be submitted through Splitt-E's officially designated customer support channels, including those made available through the Platform or the official website.

17.9 Effective Date

This Policy shall become effective on the date specified by Splitt-E and shall remain in effect until amended, replaced, or withdrawn.

SCHEDULE A – GENERAL CANCELLATION MATRIX

Situation

General Operational Treatment

User cancels before Driver Movement

Cancellation Charge will ordinarily not apply unless exceptional circumstances exist.

User cancels after Driver Movement

Cancellation Charge may apply following Splitt-E's operational methodology.

Driver Partner cancels due to verified safety concerns

Splitt-E may determine that no adverse operational action is appropriate.

Driver Partner cancels due to verified vehicle breakdown or emergency

Operational review may result in no adverse operational consequences.

Repeated unjustified Driver Partner cancellations

Splitt-E may issue warnings, restrictions, suspension, or other reasonable operational measures.

Exceptional circumstances

Splitt-E may waive, reduce, reverse, or adjust Cancellation Charges where appropriate.

SCHEDULE B – GENERAL REFUND MATRIX

Situation

General Operational Treatment

Duplicate Subscription Fee payment

Refund, account credit, or billing adjustment may be considered.

Incorrect Subscription billing

Refund or billing adjustment may be considered following verification.

Platform billing error

Appropriate correction, adjustment, or refund may be processed.

Technical malfunction

Splitt-E may adopt an appropriate operational resolution.

Promotional programme error

Promotional correction or account adjustment may be considered.

Direct payments between User and Driver Partner

Generally outside the scope of refunds processed by Splitt-E under the current operating model, unless otherwise required by Applicable Law or expressly provided under another applicable Platform Policy.

SCHEDULE C – ILLUSTRATIVE OPERATIONAL SCENARIOS

The following examples are provided solely to assist Users and Driver Partners in understanding the general application of this Policy.

These examples are illustrative only and do not limit Splitt-E's discretion under this Policy.

Scenario 1 – User Cancels Immediately

The User cancels a Booking before Driver Movement has commenced.

Illustrative Outcome: A Cancellation Charge will ordinarily not apply.

Scenario 2 – Cancellation After Driver Movement

The Driver Partner has commenced travelling towards the pickup location before the User cancels.

Illustrative Outcome: A Cancellation Charge may become applicable following Splitt-E's operational methodology.

Scenario 3 – Immediate Settlement

The User settles the applicable Cancellation Charge through an operational mechanism supported by the Platform.

Illustrative Outcome: Subject to verification where appropriate, the matter may be treated as resolved.

Scenario 4 – Outstanding Cancellation Charge

The User does not settle an applicable Cancellation Charge.

Illustrative Outcome: Splitt-E may record an Outstanding Cancellation Charge and may request settlement through future operational mechanisms.

Scenario 5 – Safety-Based Cancellation

A Driver Partner reasonably believes that continuation of the Booking presents a safety risk.

Illustrative Outcome: Splitt-E may review the circumstances and determine that no adverse operational action is appropriate.

Scenario 6 – Duplicate Subscription Payment

A Driver Partner is charged twice for the same Subscription Fee due to a technical issue.

Illustrative Outcome: Following verification, Splitt-E may issue a refund, account credit, or billing adjustment.

Scenario 7 – Late Dispute

A cancellation-related dispute is submitted more than forty-eight (48) hours after the relevant event without a reasonable explanation.

Illustrative Outcome: Splitt-E may decline the dispute or review it only to the extent it reasonably considers appropriate.

Scenario 8 – Platform Error

A technical malfunction results in an incorrect Cancellation Charge.

Illustrative Outcome: Splitt-E may correct, reverse, or adjust the affected transaction after review.

END OF DOCUMENT

Document Name: Splitt-E Cancellation & Refund Policy

Document ID: SPL-LEGAL-CRP-001