02. The TovRide Services

TovRide provides a technology platform that enables passengers to book and schedule commercial passenger vehicle (CPV) rides with independent driver partners via the TovRide application. TovRide is a Booking Service Provider — it facilitates the booking but the transportation services are provided by independent accredited drivers.

Service Availability

TovRide currently operates in the following areas:

• Sydney — Eastern Suburbs, CBD/Inner City, and Airport
• Melbourne — Inner South, CBD, and Airport (Phase 2)

Service availability may vary based on location, time, and demand. TovRide does not guarantee availability at all times.

Ride Types

• Instant Ride — on-demand booking
• Scheduled Ride — advance booking
• Airport Ride — fixed-price airport transfers

Platform Only

TovRide does not employ drivers and does not provide transportation services directly. All transportation services are provided by independent CPVV-accredited driver partners. TovRide accepts liability for the platform and booking services it provides, subject to these Terms.

03. Your Account

To use TovRide Services, you must register for and maintain an active account. You must be at least 18 years of age to hold a TovRide account. Account registration requires you to provide accurate personal information including your name, mobile number, and a valid payment method.

• You are responsible for maintaining the security and confidentiality of your account credentials
• You are responsible for all activity that occurs under your account
• You must maintain accurate, current, and complete account information at all times
• You may only hold one account — accounts are personal and non-transferable
• You must not allow persons under 18 to receive TovRide services unless accompanied by you

TovRide reserves the right to suspend or terminate accounts that breach these Terms, display suspicious activity, or where information provided is found to be inaccurate.

04. Payment & Fares

TovRide uses a zone-based pricing model with fixed prices on key routes. Fares are calculated based on pickup zone, drop-off zone, distance, duration, and any applicable government levies or platform fees.

Upfront Price Estimates

Where applicable, TovRide will display a fare estimate before you confirm your booking. This estimate is based on the expected route, distance, and applicable zone rates. The final fare may vary where your destination changes, additional stops are added, or the actual route or duration differs materially from the estimate.

Fixed Route Pricing

Certain key routes — including airport transfers — are priced at a fixed flat rate displayed before booking. Fixed route prices are guaranteed at the time of booking and will not change after the trip begins, provided no material change to the booking is made.

No Surge Pricing

TovRide does not apply surge pricing. Fares may vary by zone but are not subject to real-time demand multipliers.

Payment Processing

All payments are processed through the TovRide platform via Stripe. You authorise TovRide to charge your nominated payment method for completed trips. Receipts will be sent by email or made available in the app following trip completion.

Gratuities

You are welcome to add a gratuity for your driver via the app following trip completion. Gratuities are entirely voluntary and 100% of any gratuity goes to the driver.

05. Cancellation & Refunds

You may cancel a booking at any time before your driver arrives. A cancellation fee may apply depending on the timing of the cancellation relative to your driver's acceptance and proximity.

Refunds

If a trip is cancelled for reasons not attributed to you — including driver no-show or platform error — you will not be charged or will receive a full refund of any amount charged.

Refunds for disputed fares or service issues are managed through TovRide's complaints process (see Section 6). Under the Australian Consumer Law, you may be entitled to a refund for a major failure of the TovRide platform, or other remedies for a minor failure.

Refund Processing

Approved refunds will be returned to your original payment method. Processing times may vary depending on your bank or payment provider.

06. Complaints & Feedback

TovRide is committed to resolving complaints fairly and promptly. We take all feedback seriously and investigate every complaint. This section describes how you can make a complaint and the timeframes within which we will respond.

What Happens After You Complain

• TovRide will acknowledge your complaint within 2 business days of receipt
• TovRide will investigate your complaint and provide a substantive response within 10 business days of receipt
• Where more time is required to investigate a complex complaint, TovRide will notify you and provide an updated timeframe
• All complaints are recorded and retained for a minimum of 3 years in accordance with the CPVI Regulations 2018
• TovRide will not charge you for making a complaint

Safety Complaints

If your complaint relates to safety — including driver conduct, vehicle safety, or an incident during a trip — it will be treated as a priority and escalated immediately to TovRide's Responsible Manager.

Further Escalation

If you are not satisfied with TovRide's response, you may escalate your complaint to:

• Victoria: Safe Transport Victoria — safetransport.vic.gov.au
• New South Wales: Point to Point Transport Commissioner — pointtopoint.nsw.gov.au
• Consumer complaints: Australian Competition and Consumer Commission (ACCC) or your state's consumer protection agency

Driver Complaints

Drivers may also submit complaints or raise concerns through the TovRide driver app or by contacting support@tovride.com.au. All driver complaints are investigated with the same timeframes and standards.

07. Safety & Emergency

TovRide operates as a Booking Service Provider under the Commercial Passenger Vehicles Industry Act 2017 (Vic) and complies with all applicable safety obligations. Passenger safety is TovRide's highest priority.

In-App Emergency Button

The TovRide app includes an emergency button accessible during all active trips. You can use it to:

• Call emergency services (000)
• Contact your nominated personal emergency contact
• Contact TovRide emergency support

SOS Feature

The SOS feature is provided for genuine emergency situations only. Misuse of the emergency feature may result in account suspension.

Notifiable Incidents

TovRide is required to report certain incidents to Safe Transport Victoria (VIC) or the Point to Point Transport Commission (NSW) within 10 business days. Notifiable incidents are those involving the death of any person, the serious injury of any person, attendance by police, or attendance by a health professional. If you are involved in or witness such an incident during a TovRide trip, please report it through the app or to support@tovride.com.au as soon as practicable.

Trip Recording

TovRide vehicles may be fitted with in-car safety cameras. Trip data including GPS route, timestamps, and fare information is recorded for every trip and retained for safety and dispute resolution purposes.

08. User Conduct

By using TovRide Services, you agree to:

• Treat all drivers, passengers, and TovRide staff with courtesy and respect
• Not cause damage to any vehicle or property
• Not engage in any conduct that is threatening, abusive, discriminatory, or offensive
• Not transport any unlawful, dangerous, or hazardous materials
• Not attempt to make or accept bookings outside of the TovRide platform (cash trips or off-app bookings are prohibited)
• Comply with all applicable laws when using TovRide Services
• Use the SOS and emergency features only in genuine emergency situations
• Comply with any reasonable directions from your driver in relation to safety

Intoxicated Passengers

Drivers reserve the right to refuse service to passengers who appear to be intoxicated or whose behaviour poses a risk to the driver or other passengers. No cancellation fee will apply in such circumstances.

Assistance Animals

TovRide drivers are required by law to carry passengers travelling with assistance animals. Any driver who refuses to carry an assistance animal will be in breach of their driver obligations and Victorian law.

Child Passengers

TovRide is a pre-booked service. Child passenger restraint laws apply as for private vehicles. Children up to 7 years of age must be in an appropriate child restraint. Children over 7 must use a booster seat or adult seatbelt. Parents and guardians are responsible for ensuring appropriate restraints are available and fitted.

09. Driver Accreditation & Vehicle Standards

TovRide only allocates bookings to drivers who hold current CPVV Driver Accreditation (in Victoria) or equivalent accreditation (in New South Wales) and operate registered, insured, and roadworthy vehicles.

Ongoing Compliance Checks

TovRide conducts monthly checks of the Safe Transport Victoria CPV Public Register (VIC) and equivalent NSW records to verify the ongoing validity of all driver accreditations and vehicle registrations. Drivers whose accreditation expires or is suspended are automatically restricted from receiving bookings.

Vehicle Standards

All TovRide vehicles must hold current registration, comprehensive (rideshare-endorsed) insurance, CTP insurance, and a current annual roadworthy certificate. Vehicle documents are verified at onboarding and monitored for expiry.

Wheelchair Accessible Vehicles (WAVs)

TovRide does not currently offer Wheelchair Accessible Vehicle services in its MVP phase. This will be updated when WAV services are introduced.

10. Limitation of Liability

To the extent permitted by law, TovRide's liability is limited as follows:

• TovRide accepts liability for the platform and booking services it provides
• TovRide is not liable for the actions or omissions of independent driver partners
• TovRide is not liable for indirect, incidental, or consequential loss
• TovRide is not liable for delays or service interruptions caused by factors outside its reasonable control, including traffic, weather, or third-party service failures

12. Amendments

TovRide may update these Terms from time to time. Where a change is materially detrimental to your rights, TovRide will provide at least 7 days' written notice before the change takes effect. Notice will be provided via the app or by email to your registered address.

Your continued use of TovRide Services following the notice period constitutes acceptance of the updated Terms. If you do not accept the updated Terms, you may close your account at any time.