Version: 5.7.2 Effective date: August 20, 2026 Market: United States
1. Scope and how this fits together
These Terms govern all money movement connected to the Platform Services. They form part of your agreement with FleetOS under FOS-01 and are subject to the Country Supplement for your market (FOS-05).
If you are a Passenger, sections 2 to 7 concern you most. If you are an Office, sections 2, 3, 8, 9 and 10 concern you most, and FOS-06 §§14–15 add commercial payment and settlement detail.
2. Who is charging you — merchant of record
2.1 The controlling principle
Merchant-of-record characterisation follows the operational facts, not a label. The merchant of record for any transaction is the party identified by the actual processor account, the receipt, the tax invoice, the card statement descriptor, the refund workflow and the settlement path. A screen may not state that a party is the merchant of record unless those facts support it.
2.2 Fares
Fares for Operator Network Rides are set by the relevant Office. Depending on the approved market configuration, either the Office is merchant of record or FleetOS may collect as the Office's limited payment agent. Fares for FleetOS Direct Rides are set by the Local FleetOS Entity only where Direct mode is legally activated. The payment screen, receipt and FleetOS compliance record must identify the Ride mode, transportation provider and actual merchant/settlement model; labels may not contradict the processor and settlement facts.
2.3 FleetOS fees
Subscription fees, platform fees, implementation fees and similar charges payable to FleetOS are charged by FleetOS as merchant of record.
2.4 What FleetOS is not
FleetOS is not a bank, money transmitter or e-money institution merely because it provides payment-support technology. A Local FleetOS Entity will hold, receive or transmit user funds only where that market’s documented architecture and applicable law permit it, including through a licensed provider where required. Payment functionality remains disabled outside that approved architecture.
Market payment ring-fence. Each market uses the payment processor, merchant account, bank account, settlement ledger, reserve ledger and Wallet configuration approved for its Local FleetOS Entity. Customer and Office money attributable to one market must not be commingled with, guaranteed by, or automatically transferred to another FleetOS market entity.
No cross-market set-off or discharge. Payment to one Local FleetOS Entity does not discharge an amount owed to another market entity. A Wallet balance, reserve, receivable or refund obligation in one country cannot be used to satisfy an obligation in another country unless the user separately authorises it, both contracting entities agree in writing, and the transaction is lawful and properly recorded.
3. Payment methods and authorisation
3.1 Authorisation
By adding and selecting a payment method you confirm you are authorised to use it, and you authorise the displayed merchant, FleetOS where it acts as payment agent, and the identified processor to charge the disclosed amounts.
3.2 Card security
Card details are tokenised by our processor. FleetOS does not store complete card numbers, PINs or card security codes. We store a token and masked display details only.
3.3 Authorisation holds
We may place a temporary authorisation hold on your payment method before or during a Ride to verify the method and cover the estimated fare. A hold is not a charge. Release timing is controlled by your bank or card issuer and is typically a few business days.
3.4 Failed payment
If a payment fails we may retry, charge an alternative method you have added, suspend your ability to book, or recover the amount from a future transaction, in each case as permitted by law and after telling you.
4. Subscriptions, free plans and trials
4.1 Billing
Subscription fees are charged in advance for each billing period at the price, currency and interval shown at purchase and in your Order Form where you have one.
4.2 Automatic renewal
A subscription renews only where the purchase screen clearly and conspicuously discloses the renewal terms and you give a separate affirmative consent to recurring billing. We keep evidence of that consent for the period required by applicable law, provide reminders and fee-change notices where required, and provide an online cancellation method that is at least as easy as the activation method. The United States Country Supplement contains California-specific timing and evidence requirements.
| Subscriptions renew automatically only after clear and conspicuous disclosure and separate affirmative consent to recurring billing. We provide the acknowledgement, reminders, fee-change notices and cancellation mechanism required by the user’s market. For California consumer contracts entered into, amended or extended on or after July 1, 2025, verification of affirmative consent is retained for at least three years or one year after termination, whichever is longer, and the California reminder and online-cancellation rules in FOS-05 Part A apply. |
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4.3 Cancelling
You may cancel at any time through your account settings, effective at the end of the current billing period. Cancellation is effective when you submit it — we do not require you to call, and we do not impose a cancellation process more burdensome than the sign-up process.
4.4 Free plans
A free plan may still carry transaction fees, processor fees or third-party charges, which will be disclosed. We may modify or withdraw a free plan on reasonable notice.
4.5 Free trials
A free trial converts to a paid subscription only after you have received clear disclosure of the price, currency, term, renewal date and cancellation method, and have given affirmative authorisation. We will remind you before a trial converts. You may cancel during the trial at no charge.
4.6 Refunds on subscriptions
Once a paid billing period has begun the fee for that period is non-refundable, except: where mandatory law requires a refund; where your Order Form provides otherwise; where we terminate for convenience under FOS-01 §26.3, in which case we refund the unused portion pro rata; or where we have materially failed to provide the service and have not remedied it.
4.7 Price changes
We may change subscription prices on at least 30 days' notice before the start of the renewal period the change applies to. If you do not accept the change, cancel before that period begins.
5. Cancellations and refunds on Rides
5.1 Who decides
For an Operator Network Ride, the fare is the Office's transportation revenue and refund decisions are primarily the Office's. FleetOS administers the workflow and may require, issue or execute a refund or adjustment after a documented rider/operator dispute review, a safety issue, FleetOS platform error, fraud, a consumer-law requirement, or a material breach of disclosed Ride terms. Where FleetOS funds an Office-responsible refund, it may recover that amount from the Office's settlement or reserve under FOS-06/FOS-03 §10, with notice and a reasonable appeal opportunity except where immediate action is required by law, safety or fraud controls. For a FleetOS Direct Ride, the Local FleetOS Entity decides and funds the refund. Mandatory consumer rights are unaffected.
5.2 The refund matrix
| Situation | Outcome |
|---|---|
| You cancel before a Driver is assigned | Full refund; no cancellation fee |
| You cancel after assignment but within the free-cancellation window shown at booking | Full refund; no fee |
| You cancel after the free window | Cancellation fee up to the amount disclosed at booking; balance refunded |
| Driver cancels, or no Driver is assigned | Full refund; no fee |
| Driver does not arrive within the disclosed no-show window | Full refund; no fee |
| Ride not completed for a reason attributable to the Office or Driver | Full or partial refund reflecting the shortfall |
| Ride not completed for a reason attributable to you | Fare may stand, subject to the Office's terms and mandatory law |
| Route materially longer than necessary through Driver fault | Fare adjusted to the reasonable route |
| Charged in error, duplicate charge, or technical fault | Full refund of the erroneous amount |
| Safety incident under investigation | Charge held or refunded pending outcome |
5.3 Making a claim
Submit refund requests through the app or the Legal Center within 30 days of the Ride, or within any longer period mandatory law gives you. We acknowledge within two business days and aim to decide within ten business days, or tell you why more time is reasonably required.
5.4 How a refund is returned
Refunds are returned to the original payment method by default. Where the original method is unavailable, or where you choose it and the law permits, a refund may be issued as Wallet credit. You may not receive both a cash refund and Wallet credit for the same amount.
5.5 Appeal
If we decline your refund you may appeal once through the Legal Center. The appeal is reviewed by someone who was not responsible for the original decision. This does not limit your right to complain to a regulator or to pursue a remedy under FOS-05.
6. FleetOS Wallet
6.1 Wallet states
The Wallet operates in one of four states per market. The current state for your market is displayed in the app and recorded in the FleetOS compliance record.
| State | What it holds | Availability |
|---|---|---|
| State 0 — Off | Nothing; Wallet not shown | Default for a new market |
| State 1 — Promotional only | Non-cash promotional credits issued by FleetOS or an Office | Default at market launch |
| State 2 — Promotional and refund | Adds processor-controlled refund credits | On processor confirmation |
| State 3 — User-funded | Adds value you load yourself | Requires licensed provider, regulatory approval, safeguarding model, KYC, sanctions and error-resolution procedures recorded in the FleetOS compliance record |
| State 3 is disabled by default in every market and must not be enabled without a written regulatory analysis and a licensed provider arrangement. Holding user funds without authorisation is a licensing offence in most jurisdictions and is the highest-consequence configuration error available in this product. |
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6.2 What Wallet credits are
Promotional and refund credits are limited-purpose ledger entries usable for eligible FleetOS transactions. They are not bank deposits, do not earn interest, are not government-insured, cannot be sold, transferred or pledged, and have no cash value except where mandatory law or specific refund terms require redemption in cash.
6.3 Order of application
Where you hold multiple credit types, they are applied at checkout in the order displayed on the payment screen. Credits with an earlier expiry are applied first.
6.4 Expiry, dormancy and unclaimed property
Promotional credits may expire on the terms disclosed when issued. Refund credits and, if activated, user-funded value are handled under applicable redemption, dormancy and unclaimed-property law, which in some United States states requires escheatment to the state. The applicable rules for your market are in FOS-05.
6.5 Errors and unauthorised transactions
Report a suspected error or unauthorised transaction through the Payment Dispute form as soon as you can, and within the period applicable law allows. We and the processor will investigate under applicable law and payment network rules. We may provisionally restrict a Wallet to prevent further loss while we investigate. Where an error is confirmed we correct it.
United States consumers: where Regulation E applies to a Wallet function, the error-resolution rights and timeframes it provides apply and prevail over this section.
6.6 Limits and negative balances
Country, transaction, funding, balance and velocity limits may apply. We may reverse duplicate, fraudulent, chargeback-related or technically erroneous credits. A negative balance may be recovered from future credits or from another authorised payment method where lawful and disclosed.
6.7 Currency
Each Wallet balance is denominated in a specific currency and belongs to the ledger of the Local FleetOS Entity or licensed provider for that market. It is not automatically usable, transferable, mergeable or redeemable in another country, another market tenant or against another FleetOS entity. Where lawful currency conversion is offered, section 7 applies but conversion does not change which legal entity owes the balance.
7. Currency and conversion
Where conversion is offered, before you confirm we display: the provider, the source rate, the currency pair, the rate timestamp, the spread or fee, and the final amount in both currencies. A displayed rate expires after the period shown.
A refund may be converted at the rate applicable on the refund date, so the amount returned in your home currency may differ from the amount charged. Foreign-exchange differences, processor spreads and bank fees are non-refundable, except where mandatory law requires otherwise or where we confirm a calculation error on our side.
Currency conversion is disabled by default in each market and is enabled only where the arrangement is recorded in the FleetOS compliance record.
8. Prohibited payment activity
You must not use FleetOS payment features to: launder proceeds of crime; finance terrorism; evade sanctions or tax; process transactions for a third party without disclosure; conduct card testing; engage in transaction laundering or factoring; obtain cash through fictitious Rides; manipulate promotions, referrals or credits; or process any transaction that is unlawful in your market or under the rules of the applicable payment network.
We monitor for these activities and may freeze funds, reverse transactions, suspend access and report to authorities and processors where we identify them.
9. Taxes
9.1 Allocation of tax responsibilities
Each party is responsible for taxes that applicable law imposes on that party. The Office is responsible for taxes arising from its transportation operations, fares, Drivers, vehicles and employment or contracting arrangements, except to the extent applicable law expressly requires FleetOS or a payment provider to collect, withhold, report or remit a tax. FleetOS is responsible for taxes legally imposed on FleetOS and for any statutory collection, withholding, reporting or remittance duty that applicable law places on FleetOS. Nothing in these Terms reallocates a non-waivable tax obligation imposed by law.
9.2 Withholding and reporting
Where law requires us to withhold or to report, we will, and we may require tax information from you as a condition of payment. In the United States, where FleetOS settles payments to an Office, we may be required to issue Form 1099-K and will collect a Form W-9 or W-8 accordingly. Failure to supply required tax information may result in backup withholding or suspension of settlement.
9.3 Invoices
Where a market requires a compliant tax invoice for a Ride, the Office is responsible for issuing it. Where FleetOS generates the document on the Office's behalf, the Office remains responsible for its accuracy.
10. Settlement, chargebacks and reserves — Offices
10.1 Net settlement
Where FleetOS collects and settles, net settlement equals collected Ride amounts less: refunds; chargebacks; processor charges; taxes withheld; FleetOS fees; promotion funding attributable to the Office; reserves; and any other deduction authorised in the Order Form. Statements identify each category with transaction references.
10.2 Settlement timing
Settlement runs on the cycle in your Order Form. We may delay a settlement where a legal hold, fraud investigation, processor action or unresolved negative balance applies, and we will tell you why.
10.3 Chargebacks
The Office is responsible for chargebacks arising from its transportation, its Drivers, non-delivery of service, its fares, its marketing or unauthorised charges it originated. You must supply requested evidence within the processor's deadline. We will submit available booking, GPS, communication and receipt evidence, but we do not guarantee that representment will succeed.
10.4 Reserves
We may hold a rolling or fixed reserve based on documented risk factors: chargeback ratio, refund ratio, complaint severity, exposure on future service already paid for, licence or insurance risk, a processor requirement, financial condition, or fraud indicators.
| Risk level | Default reserve | Review cadence |
|---|---|---|
| Low | 0–5% of recent settlement | Monthly |
| Moderate | 5–15% | Monthly, with written reason |
| High | 15–25% | Every 30 days, with a remediation plan |
| Exceptional | Above 25%, only where a processor requirement, insolvency, fraud or quantified exposure supports it | Senior approval and written evidence |
10.5 Notice and appeal
Except for urgent fraud, a legal hold or processor action, we give at least two business days' notice stating the amount, the reason, the calculation and the expected review date. You may appeal within ten business days with financial, insurance or transaction evidence. A reviewer who was not responsible for the original decision assesses the appeal.
10.6 Release
Reserves are released when the identified exposure expires, subject to open disputes, network chargeback windows, legal holds and final reconciliation. We provide monthly reserve reporting. After termination, undisputed excess reserve is released after the longer of 120 days or the applicable chargeback period, unless documented evidence supports a longer lawful hold.
10.7 Set-off and negative balances
The Local FleetOS Entity may set off matured amounts you owe that same entity under the same market relationship against amounts that same entity owes you, to the extent lawful. No cross-country or cross-entity set-off is permitted without a separate written agreement. You must cure a negative balance within five business days. We may suspend settlement or service for non-payment.
10.8 Processor and bank failure
Each party bears loss according to actual control and the applicable contracts. We do not guarantee the solvency of any processor or bank, but we will cooperate in claims and reconciliation.
10.9 Settlement disputes
Raise settlement disputes within 30 days of the statement, with transaction-level detail. Undisputed components are final after that period.
11. Promotions, credits, referrals and loyalty
11.1 Terms of each promotion
Each promotion has its own terms stating who funds it, eligibility, the value, the expiry, the markets it applies in, and any limits. Those terms prevail over this section for that promotion.
11.2 Who funds what
A promotion funded by an Office is the Office's liability. A promotion funded by FleetOS is ours. The funding party is recorded and, where required, disclosed.
11.3 Abuse
We may withdraw, reverse or refuse credits, and suspend accounts, where we identify: duplicate or fake accounts; self-referral; automated redemption; collusion between Drivers and Passengers; fictitious Rides; or any manipulation of a promotion. We will tell you the reason and you may appeal under §5.5.
11.4 Changes
We may modify or discontinue a promotion, referral programme or loyalty scheme prospectively on reasonable notice. Credits already validly earned are honoured on their original terms unless doing so is unlawful.
12. Complaints and dispute resolution
Payment complaints go through the Payment Dispute form in the Legal Center. Where you remain dissatisfied, FOS-01 §30 and the Country Supplement (FOS-05) govern.
Where your market provides a statutory financial-services complaints body, chargeback right or consumer redress scheme, nothing in these Terms limits your right to use it.