Rider Conduct Policy

Who You Are Contracting With

OnFire is operated by two companies. Which one you contract with depends on where you are located.

This document is the version that applies where your counterparty is OnFire Messenger Ltd. If your counterparty is OnFire Messenger Inc., the corresponding United States version applies to you instead, and is available in the OnFire Legal Center at https://onfire.so/legal.

If you are located outside both the European Economic Area and the United States, contact [email protected] and we will confirm which terms apply to you before you rely on this document.

Data protection. Where this document concerns personal data, the company named above as your counterparty is the data controller for your personal data. For users in the European Economic Area that is OnFire Messenger Ltd., and the supervisory authority is the Irish Data Protection Commission. For users in the United States that is OnFire Messenger Inc., and the rights set out in the United States Privacy Policy apply instead.

If you move, or deal across regions. The company you contract with is determined by where you are located when you use the Services. If you relocate permanently to the other region, the version applying to that region will govern your use of the Services from that point. Dealing with a user, merchant, courier, driver or host located in the other region — for example, buying from a seller in the United States while you are in the European Economic Area — does not change which company you contract with, and does not affect any mandatory consumer protection you have under the law of your country of residence.

These Marketplace Conduct Guidelines ("Guidelines") set out the standards of behaviour expected of passengers ("Riders") when using OnFire Rides through the OnFire App. These Guidelines supplement and form part of the OnFire Rides Terms and Conditions for Passengers.

1. Three Rules of Thumb

Using OnFire Rides is straightforward. To ensure a positive experience for everyone — riders and drivers alike — we ask that you follow three simple principles:

1.1. Be Kind and Respectful

Drivers are independent professionals providing a service. Treat them with the same courtesy and respect you would expect in return. This includes:

• Greeting your driver politely.
• Communicating clearly about your pick-up location and destination.
• Keeping the vehicle clean and tidy during your ride.
• Refraining from abusive, threatening, discriminatory, or harassing language or behaviour.
• Respecting the driver's vehicle as their workplace and personal property.
• Wearing a seatbelt at all times during the ride.
• Not consuming food or drink in the vehicle without the driver's permission.
• Not smoking, vaping, or using any tobacco or cannabis products in the vehicle.

1.2. Don't Cancel Excessively

We understand that plans change. However, frequent cancellations after a driver has been assigned waste drivers' time and fuel, and negatively impact the marketplace for everyone. Please:

• Only request a ride when you are ready to travel.
• Cancel as early as possible if your plans change.
• Be aware that cancellations after the specified free cancellation window may incur a cancellation fee.
• Understand that a pattern of excessive cancellations may result in consequences as described in Section 3.

1.3. Always Show Up

When a driver accepts your ride request, they travel to your pick-up location to meet you. Not showing up wastes the driver's time and prevents them from accepting other ride requests. Please:

• Be at your designated pick-up location when the driver arrives.
• Monitor the OnFire App for real-time updates on your driver's estimated arrival time.
• Contact your driver through the OnFire App if you are running late or need to adjust the pick-up point.
• Be aware that if you do not appear within the waiting period, the ride will be cancelled as a no-show, and a no-show fee may apply.

2. How We Monitor Conduct

OnFire uses several mechanisms to maintain a safe, fair, and reliable marketplace:

2.1. Ratings

After each ride, drivers can rate their experience with the rider. Your rider rating is visible to you in the OnFire App and is calculated as a rolling average. A consistently low rating may indicate a pattern of behaviour that does not meet marketplace standards.

2.2. Activity Monitoring

OnFire monitors key activity metrics, including:

• Cancellation rate: The percentage of accepted rides that you cancel after a driver has been assigned.
• No-show rate: The percentage of rides where you fail to appear at the pick-up location.
• Reported incidents: Any reports made by drivers regarding rider conduct, vehicle damage, or safety concerns.

2.3. Driver Reports

Drivers may report rider conduct through the OnFire App. All reports are reviewed by OnFire's support team. Reports may relate to, but are not limited to:

• Abusive or disrespectful behaviour.
• Vehicle damage or soiling.
• Unsafe or illegal activity during a ride.
• Refusal to pay (for cash rides).
• Requesting the driver to break traffic laws or take unsafe actions.

3. Consequences

OnFire takes a graduated approach to enforcement. Our goal is to educate and correct behaviour before resorting to more serious measures. The specific enforcement steps are:

3.1. Warnings

If your cancellation rate, no-show rate, or reported incidents exceed acceptable thresholds, or if your rider rating falls below the minimum standard, you will receive a notification through the OnFire App explaining the issue and advising you on how to improve.

3.2. Temporary Restrictions

If the behaviour continues after a warning, OnFire may temporarily restrict your access to certain features of OnFire Rides, such as limiting the number of rides you can request per day.

3.3. Suspension

For persistent or serious violations, OnFire may suspend your access to OnFire Rides for a period of up to six (6) months. During a suspension:

• You will not be able to request rides through the OnFire App.
• Your access to other OnFire App features (messaging, social features, etc.) will not be affected unless the violation also breaches the general OnFire Terms of Service.
• You will be notified of the suspension and its duration through the OnFire App and/or by email.

3.4. Permanent Account Closure

In cases of severe misconduct, including but not limited to:

• Violence, threats of violence, or physical assault against a driver or other person.
• Sexual harassment or assault.
• Criminal activity during or in connection with a ride.
• Fraud, including identity fraud or payment fraud.
• Repeated suspensions that demonstrate an unwillingness to comply with these Guidelines.

OnFire reserves the right to permanently close your OnFire Rides account and/or your entire OnFire account.

3.5. Scope of Consequences

Enforcement actions under these Guidelines apply to OnFire Rides only, unless the conduct also violates the general OnFire Terms of Service, in which case broader account restrictions may apply.

4. Appeals

4.1. Right to Appeal

If you believe that an enforcement action (warning, restriction, suspension, or account closure) was issued in error, you have the right to appeal.

4.2. How to Appeal

To submit an appeal:

• Open the OnFire App and navigate to Settings > Support > Appeal a Decision.
• Alternatively, email [email protected] with the subject line "Rides Conduct Appeal" and include your account details and a description of the circumstances.

4.3. Appeal Review

OnFire will review your appeal and provide a reasoned response within a reasonable timeframe, typically within five (5) business days. During the appeal review:

• Warnings and temporary restrictions will remain in effect.
• Suspensions may be stayed at OnFire's discretion pending the outcome of the appeal.
• Account closures will remain in effect pending the outcome of the appeal.

4.4. Final Decision

OnFire's decision on an appeal is final. However, this does not affect your rights under applicable law, including Regulation (EU) 2019/1150 where applicable, or your right to pursue any available legal remedies.

5. Tips to Avoid Issues

Following these practical tips will help you maintain a good standing on OnFire Rides:

5.1. Before Your Ride

• Set your pick-up location accurately. Use the map pin in the OnFire App to confirm your exact location. Avoid relying solely on address search, which may place the pin at the wrong entrance or on the wrong side of the street.
• Be ready when you request a ride. Only request a ride when you are prepared to leave within a few minutes. Do not request a ride and then continue getting ready.
• Check the estimated arrival time. Use the driver's ETA to plan when to head to the pick-up point.

5.2. During Your Ride

• Wear your seatbelt. This is a legal requirement and helps keep you and your driver safe.
• Communicate clearly. If you need to make a stop, change your destination, or have specific route preferences, let your driver know politely and promptly.
• Treat the vehicle with care. Do not eat, drink, or smoke in the vehicle without the driver's express permission. Do not leave rubbish or personal belongings behind.
• Keep the noise down. If you are taking a call or playing music, use headphones or keep the volume at a reasonable level.

5.3. After Your Ride

• Rate your driver. Honest ratings help maintain the quality of the marketplace. Rate your experience promptly after each ride.
• Report issues through the app. If you had a problem with your ride, use the OnFire App support feature to report it. This helps OnFire address issues and improve the service.
• Check for lost items. If you left something in the vehicle, use the OnFire App to contact your driver as soon as possible.

5.4. Payment

• Ensure your payment method is valid. If you use in-app payment, make sure your card or payment method has sufficient funds. Failed payments may result in your account being restricted.
• Pay cash fares promptly. If you are paying in cash, have the correct amount ready. Do not attempt to avoid or reduce the fare.
• Tip your driver. Tips are optional but appreciated. You can add a tip through the OnFire App after your ride.

6. Changes to These Guidelines

OnFire may update these Guidelines from time to time. We will notify you of any material changes through the OnFire App and/or by email. Your continued use of OnFire Rides after any changes take effect constitutes acceptance of the updated Guidelines.

7. Contact Us

If you have any questions about these Guidelines or need assistance, please contact us:

• In-App Support: OnFire App > Settings > Support
• Email: [email protected]
• Website: https://onfire.so/support

OnFire Messenger Ltd. — Registered in Ireland with company number 796932 Registered Office: 77 Camden Street Lower, Dublin, D02 XE80, Ireland