CANCELLATION, REFUND, LIABILITY & LEGAL PROVISIONS POLICY

1. LEGAL NATURE, SCOPE AND INTEGRATION

This Policy governs cancellations, refunds, financial adjustments, liability allocation, and dispute exposure across all jurisdictions in which the ORO Platform operates, whether directly or indirectly.

This document constitutes an integral, binding, and enforceable part of the ORO Terms and Conditions, and must be read in conjunction with all applicable legal policies, annexes, and regulatory disclosures forming part of the Platform’s global legal ecosystem.

Oro Technologies LLC and its affiliated entities, including Oro Technologies SAS, operate exclusively as a technology platform provider, and do not provide transportation services. All transportation services are performed by independent third-party service providers.

1.1 PAYMENT FACILITATION AND LIMITED COLLECTION ROLE

ORO operates solely as a technology platform and payment facilitation intermediary for the limited purpose of enabling transactions between independent Users and independent third-party Providers.

To the maximum extent permitted by applicable law, ORO does not act as:

a bank;

a money transmitter;

a financial institution;

a payment network;

an escrow provider;

a trust company;

a deposit-taking institution;

an investment advisor;

a securities intermediary;

a lending institution.

Payments processed through the Platform are facilitated through independent third-party payment processors, banking partners, financial institutions, licensed payment service providers, card networks, and other authorized financial entities operating under separate legal frameworks.

ORO does not hold customer funds in trust, does not maintain custodial accounts for Users or Providers, and does not guarantee the performance, solvency, security, availability, or regulatory status of any third-party financial service provider.

Users and Providers acknowledge that financial transactions may be subject to delays, reversals, investigations, holds, compliance reviews, fraud-prevention measures, banking restrictions, anti-money laundering requirements, sanctions screening, or regulatory obligations imposed by third-party financial entities.

ORO assumes no liability arising from the actions, omissions, decisions, failures, restrictions, interruptions, or compliance measures of third-party financial institutions.

2. CANCELLATION FRAMEWORK

2.1 Cancellation Before Driver Assignment

Users may cancel a requested service without any charge when:

No Driver has been assigned; or
The Platform is still attempting to locate an available Driver

Under these circumstances:

No charges shall be applied
No funds shall be retained or processed
No administrative penalties shall be imposed

2.2 Cancellation After Driver Assignment

Once a Driver has been assigned, cancellation may result in the application of a cancellation fee, particularly where:

The Driver is already route to the pickup location
A defined waiting period has elapsed
The User cancels after Driver commitment has been established

By requesting a service through the Platform, the User expressly acknowledges and agrees that:

Such fees constitute fair, proportionate, and commercially reasonable compensation for the Driver’s time, operational costs, and loss of alternative service opportunities.

Applicable fees may vary depending on:

Geographic location
Market conditions and demand
Local regulatory frameworks
Platform-specific pricing structures

2.3 Driver-Initiated Cancellations

Drivers, acting as independent service providers, retain full discretion to cancel service requests, including but not limited to circumstances involving:

Passenger no-show
Safety concerns or perceived risk
Inaccurate, incomplete, or unreachable pickup locations
Technical issues or communication failures
Force majeure or unforeseen events

In such cases:

The User may not be charged, except in verified no-show scenarios
ORO shall bear no liability whatsoever for delays, damages, or service interruptions resulting from such cancellations

2.4 Extraordinary and System-Level Interruptions

ORO reserves the unrestricted right to suspend, cancel, modify, or interrupt services at any time, including but not limited to:

System failures or technical outages
Accidents or emergency situations
Public safety risks
Governmental orders or regulatory restrictions
Natural disasters or force majeure events

Such actions may occur without prior notice and shall not give rise to liability, compensation, or claims of any kind against ORO.

2.5 No Guarantee of Transportation, Availability or Service Continuity

ORO operates exclusively as a digital technology and marketplace infrastructure facilitating interactions between Users and independent third-party Providers.

Accordingly, ORO does not guarantee:

availability of Drivers or Providers

successful service matching

continuous Platform access

availability in specific geographic areas

response times

arrival times

trip completion

service continuity

vehicle availability

or uninterrupted operational functionality.

Users expressly acknowledge that all transportation, mobility, delivery, and related services depend entirely on independent third-party Providers operating outside the control of ORO.

Temporary unavailability, delays, failed requests, cancellations, technical interruptions, or lack of available Providers shall not constitute breach, negligence, service failure, or liability on the part of ORO.

3. REFUND POLICY AND FINANCIAL ADJUSTMENTS

3.1 Refund Eligibility

Refunds may be issued solely at the exclusive discretion of ORO, including in cases such as:

Duplicate or erroneous charges
Technical or system malfunctions
Incorrect billing events
Transactions where the service was not initiated due to Platform failure

3.2 Conditional Refunds

Refunds may be considered, but are not guaranteed, in situations involving:

Incomplete or interrupted services
Material service deficiencies
Verified misconduct or service failure

All refund requests are subject to internal verification, fraud analysis, and compliance review.

Submission of a refund request does NOT create any entitlement or guarantee of approval.

3.3 Non-Refundable Scenarios

To the maximum extent permitted by applicable law, refunds shall not be issued where:

The service has been fully completed
No verifiable issue is substantiated
Claims are submitted outside permitted timeframes
The User contributed to, caused, or exacerbated the issue

3.4 Payment Processing and Timing

Refund processing timelines are dependent on:

Financial institutions
Payment processors
Cross-border transaction frameworks
Applicable jurisdictional regulations

ORO does not guarantee specific processing times and assumes no responsibility for delays caused by third-party financial entities.

3.4.1 Third-Party Payment Processor Disclaimer

Payment processing services may be provided by independent third-party financial service providers.

ORO does not control and shall not be responsible for:

payment processor outages;

banking interruptions;

card-network failures;

transaction declines;

currency conversion issues;

cross-border payment restrictions;

financial institution investigations;

account freezes;

fund holds;

processor compliance actions;

processor risk-management decisions.

Users acknowledge that payment service providers operate independently and may impose their own contractual terms, compliance requirements, security procedures, and operational restrictions.

3.5 Chargebacks and Fraud Prevention

Users expressly agree not to initiate fraudulent, abusive, or unjustified chargebacks.

In the event of a dispute, ORO reserves the right to:

Contest and reverse chargebacks
Submit transaction evidence to financial institutions
Recover associated costs, fees, and penalties
Suspend, restrict, or permanently terminate User accounts

3.5.1 Fraud Investigations, AML and Compliance Reviews

ORO reserves the unrestricted right to investigate transactions for purposes including:

fraud prevention;

identity verification;

anti-money laundering compliance;

sanctions screening;

terrorist financing prevention;

financial crime prevention;

regulatory compliance;

consumer protection;

risk management.

ORO may delay, suspend, reverse, refuse, restrict, or cancel transactions pending review.

Users acknowledge that compliance reviews may require additional documentation, identity verification, source-of-funds verification, transaction explanations, or other information deemed reasonably necessary.

Failure to cooperate may result in account restrictions, transaction cancellation, payment delays, fund holds, suspension, or permanent account termination.

3.6 Authorization of Charges

By using the Platform, the User expressly authorizes ORO to:

Process payments automatically
Apply applicable fees, penalties, and adjustments
Charge the selected payment method without additional authorization

All charges processed through the Platform shall be presumed authorized and valid based on the available transactional, technological, and operational records, unless otherwise required by applicable mandatory law.

3.6.1 Digital Authorization and Voice-Initiated Transactions

Users expressly acknowledge that transactions may be initiated through:

touch-based interactions;

voice commands;

accessibility interfaces;

speech-recognition systems;

assistive technologies;

AI-assisted workflows;

automated user interactions.

To the maximum extent permitted by applicable law, transaction requests processed through authenticated accounts may be presumed authorized where supported by available technological records, authentication logs, contextual data, account credentials, device information, behavioral indicators, or other reasonable verification mechanisms.

Users remain solely responsible for safeguarding devices, credentials, authentication methods, and account access controls.

ORO does not guarantee that voice-recognition technologies will be free from errors, misinterpretations, unintended activations, environmental interference, accessibility-related misunderstandings, or technological limitations.

3.7 Cooperation with Financial and Regulatory Authorities

ORO maintains full cooperation with:

Banks and payment processors
Regulatory and enforcement authorities
Fraud prevention networks

for the purpose of validating, investigating, and resolving financial claims and disputes.

3.7.1 Tax Responsibility and Reporting

Users and Providers remain solely responsible for determining, reporting, collecting, remitting, and paying any taxes applicable to their activities, including but not limited to:

income taxes;

sales taxes;

value-added taxes (VAT);

goods and services taxes (GST);

withholding taxes;

municipal taxes;

local transportation taxes;

regulatory assessments.

ORO does not provide tax advice, accounting services, legal advice, or tax compliance guarantees.

ORO may collect, report, disclose, or transmit transaction information to governmental authorities where required by applicable law.

3.8 Voice Technology, Accessibility and AI Processing Disclaimer

The Platform may incorporate voice-recognition systems, artificial intelligence technologies, automated interaction tools, accessibility-oriented functionalities, speech-processing systems, and assistive technologies designed to facilitate inclusion for elderly individuals, persons with disabilities, and users with limited digital interaction capabilities.

Users expressly acknowledge that such technologies are inherently probabilistic and may produce:

misinterpretations

incorrect outputs

delayed responses

failed command execution

contextual inaccuracies

voice-recognition errors

AI-generated inconsistencies

environmental interference issues

ORO does not guarantee uninterrupted accessibility, perfect voice recognition accuracy, error-free operation, or universal compatibility across all devices, languages, accents, environments, disabilities, or technological conditions.

To the maximum extent permitted by applicable law, ORO disclaims liability arising from accessibility limitations, AI-generated outputs, voice-command failures, or technological interaction errors.

4. INDEMNIFICATION AND LIABILITY FRAMEWORK

4.1 User Indemnification Obligation

The User agrees to defend, indemnify, and hold harmless ORO and its affiliated entities against any claims arising from:

Misuse of the Platform
Violation of these Terms or applicable laws
Interactions with third-party providers
Fraud, negligence, or intentional misconduct

This obligation survives termination indefinitely.

4.2 Comprehensive Limitation of Liability

To the maximum extent permitted by law, ORO shall not be liable for:

Indirect, incidental, or consequential damages
Loss of profits, data, or business opportunities
Personal injury or death caused by third parties
Platform interruptions or system failures
Driver behavior, actions, or omissions

4.3 Monetary Limitation

ORO’s total liability shall not exceed:

the lesser of:

USD $500, or
The total amount paid by the User within the previous three (3) months

unless otherwise required by mandatory law.

4.4 Assumption of Risk

The User expressly acknowledges that:

The Platform facilitates interactions with independent third parties
Transportation and mobility services inherently involve risk

The User voluntarily assumes all such risks.

4.4.1 No Fiduciary, Protective or Special Relationship

Nothing within the Platform, including accessibility tools, voice technologies, safety features, AI systems, communications, support channels, or assistance-oriented functionalities, shall be interpreted as creating:

a fiduciary relationship

a caregiving obligation

a protective duty

a supervisory obligation

a special relationship

or heightened legal responsibilities

between ORO and any User or Provider.

Users remain solely responsible for their personal decisions, safety measures, movements, interactions, and emergency responses.

4.4.2 Accessibility and Vulnerable User Acknowledgment

Users acknowledge that the Platform is designed to promote accessibility and inclusion for elderly individuals and persons with disabilities through voice-first and assistive technologies.

However, Users expressly understand and accept that accessibility-oriented technologies may contain operational limitations, technological inaccuracies, communication barriers, AI-processing inconsistencies, or compatibility restrictions and therefore should not be relied upon as substitutes for personal supervision, caregiving assistance, emergency support, medical judgment, or independent safety precautions.

4.5 No Guarantee of Service or Safety

ORO does not guarantee:

Safety of any ride
Conduct or qualifications of Drivers
Vehicle conditions
Service availability or outcomes

4.5.1 No Emergency Response or Protective Duty

ORO is not an emergency-response provider, law-enforcement agency, healthcare provider, security company, caregiving organization, or public safety authority.

Any emergency-related functionality, including S.O.S. systems, geolocation tools, communication systems, alerts, or safety-related features, is provided solely as an auxiliary technological tool and may be affected by:

network failures

device limitations

GPS inaccuracies

third-party infrastructure

human error

technical interruptions

regional restrictions

or circumstances beyond ORO’s control.

Users expressly acknowledge that such features do not guarantee emergency intervention, protection from harm, law-enforcement response, medical assistance, or prevention of dangerous situations.

ORO does not monitor emergency events in real time and does not dispatch police, medical personnel, firefighters, private security personnel, emergency responders, transportation providers, or public authorities. Any S.O.S. notification may be transmitted to independent third-party emergency-support partners operating under separate legal and operational frameworks.

4.5.2 No Guarantee of Provider Screening

ORO may utilize identity verification systems, document verification tools, fraud-prevention mechanisms, automated screening technologies, or third-party verification services.

However, ORO does not guarantee:

future conduct;

legal compliance;

professional competence;

transportation suitability;

criminal-history accuracy;

safety outcomes;

absence of misconduct.

Any screening process represents a limited compliance measure and shall not be interpreted as certification, endorsement, recommendation, guarantee, supervision, or assumption of responsibility by ORO.

4.6 Release of Claims

The User irrevocably releases ORO from any claims arising from:

Use of the Platform
Third-party interactions
Service outcomes

5. DISPUTE RESOLUTION AND LEGAL ENFORCEMENT

The User acknowledges and agrees that any dispute, controversy, claim, complaint, investigation, regulatory inquiry, cause of action, or legal proceeding arising out of or relating to the Platform, the Services, the Terms, this Policy, any transaction processed through the Platform, any interaction with independent third-party Providers, any accessibility-related functionality, voice technology, artificial intelligence system, payment processing activity, refund request, cancellation event, account action, or any other aspect of the relationship between the User and ORO shall be governed exclusively by the dispute-resolution mechanisms set forth in this Section.

To the maximum extent permitted by applicable law, the Parties agree to resolve disputes efficiently, individually, and without resort to collective litigation mechanisms.

The User further acknowledges that ORO operates as a global technology marketplace and that disputes may involve multiple jurisdictions, third-party providers, payment processors, financial institutions, accessibility technologies, artificial intelligence systems, voice-recognition technologies, and independent service participants operating outside the direct control of ORO.

Accordingly, all dispute-resolution provisions contained herein shall be interpreted broadly and enforced to the maximum extent permitted by applicable law.

5.0 Exclusive Dispute Resolution Framework

To the maximum extent permitted by applicable law, any dispute, controversy, claim, demand, complaint, investigation, regulatory inquiry, enforcement action, allegation, cause of action, or legal proceeding arising out of or relating to:

the Platform;

the Services;

any transaction processed through the Platform;

payments, fees, refunds, financial adjustments, or chargebacks;

voice-recognition systems;

artificial intelligence functionalities;

accessibility-related technologies;

transportation or mobility services facilitated through the Platform;

communications between Users and independent third-party Providers;

safety-related features;

S.O.S. functionalities;

personal data processing activities;

or these Terms and Policies;

shall be resolved exclusively in accordance with the dispute-resolution procedures set forth in this Section.

The User expressly agrees that any claim against ORO shall be brought solely on an individual basis and not as part of any collective, representative, coordinated, consolidated, or class proceeding, except where such waiver is prohibited by applicable mandatory law.

Nothing contained herein shall prevent ORO from seeking temporary, preliminary, emergency, equitable, injunctive, or protective relief before any court of competent jurisdiction where necessary to protect:

intellectual property rights;

confidential information;

cybersecurity interests;

fraud-prevention measures;

Platform integrity;

regulatory compliance obligations;

or public safety interests.

5.1 INFORMAL DISPUTE RESOLUTION

Before initiating arbitration, litigation, regulatory complaints, or other formal proceedings where permitted by applicable law, the User agrees to first submit a written notice describing the nature of the dispute and allowing ORO a reasonable opportunity to review and attempt to resolve the matter informally.

Nothing in this Section shall require ORO to participate in settlement discussions, nor shall it limit any rights available under applicable mandatory law.

5.2 Waiver of Class Actions

All disputes shall be resolved individually, and Users waive participation in:

Class actions
Collective claims
Representative proceedings

5.3 Binding Arbitration

All disputes shall be resolved exclusively through:

binding individual arbitration, governed by:

The Federal Arbitration Act (FAA)
Rules of recognized arbitration institutions (AAA / JAMS)

Users waive:

Jury trials
Court-based litigation

5.3.1 Arbitration Scope, Authority and Delegation

The Parties expressly agree that the arbitrator, and not any court, shall have the exclusive authority to resolve any dispute relating to:

the interpretation of this arbitration agreement;

the applicability of arbitration;

the enforceability of any dispute-resolution provision;

the validity of any class-action waiver;

the scope of arbitrable claims;

the formation of any agreement between the User and ORO;

the existence of any contractual relationship;

the applicability of these Terms, Policies, Annexes, Notices, or related legal documents;

and any other threshold issue relating to arbitrability.

To the maximum extent permitted by applicable law, the User expressly delegates such authority to the arbitrator and waives any right to seek judicial determination of such matters except where mandatory law requires otherwise.

The arbitrator shall have authority to award only those remedies available under applicable law and shall not have authority to consolidate claims, conduct class proceedings, issue representative relief, or adjudicate claims on behalf of non-parties except where required by mandatory law.

5.4 Governing Law

Except where prohibited by applicable mandatory law, this Policy and any dispute arising out of or relating to the Platform, the Services, or the relationship between the User and ORO shall be governed by and construed in accordance with the laws of the State of Florida, United States, without regard to conflict-of-law principles.

Where mandatory consumer-protection laws provide otherwise, such laws shall apply solely to the minimum extent required.

5.5 Survival of Arbitration Agreement

The arbitration provisions, class-action waiver provisions, dispute-resolution obligations, limitations of liability, indemnification obligations, and all related enforcement mechanisms contained in this Policy shall survive any suspension, restriction, deactivation, termination, expiration, discontinuation, or closure of the User's account and shall remain fully enforceable to the maximum extent permitted by applicable law.

5.6 Venue for Non-Arbitrable Claims

To the extent that any claim, dispute, or controversy is determined by a court of competent jurisdiction to be non-arbitrable under applicable law, such matter shall be brought exclusively before the state or federal courts located in Florida, United States, and the User irrevocably consents to the personal jurisdiction and venue of such courts, except where prohibited by mandatory applicable law.

5.6.1 Limitation Period for Claims

To the maximum extent permitted by applicable law, any claim, demand, action, dispute, complaint, proceeding, or cause of action arising out of or relating to the Platform, the Services, these Terms, this Policy, or any interaction facilitated through the Platform must be commenced within one (1) year from the date on which the underlying facts giving rise to the claim first occurred or reasonably should have been discovered.

Any claim not commenced within such period shall be permanently barred, except where prohibited by applicable mandatory law.

5.7 Enforcement and Discretion

ORO retains full discretion to:

Interpret and enforce policies
Apply penalties
Suspend or terminate accounts

without prior notice where legally permitted.

6. FINAL LEGAL PROVISIONS

6.1 No Waiver

Failure to enforce any provision shall not constitute a waiver.

6.2 Severability

Invalid provisions shall not affect the enforceability of remaining clauses.

6.3 Entire Agreement

This Policy, together with all Platform legal documents, constitutes the entire agreement.

6.4 Modifications

ORO may modify this Policy at any time. Continued use constitutes acceptance.

6.4.1 Force Majeure

ORO shall not be liable for any delay, interruption, suspension, inaccessibility, failure, reduced functionality, data loss, or inability to perform resulting directly or indirectly from events beyond its reasonable control, including but not limited to:

natural disasters

acts of God

pandemics

government actions

regulatory restrictions

cyberattacks

internet outages

telecommunications failures

electrical interruptions

civil unrest

armed conflicts

labor disruptions

software failures

AI-system malfunctions

cloud infrastructure failures

GPS disruptions

payment processor failures

banking interruptions

or failures caused by third-party providers.

During such events, ORO may suspend, modify, limit, or discontinue portions of the Platform without liability.

6.4.2 App Store, Google Play and Regulatory Compliance

The Platform may be distributed through mobile application marketplaces, including but not limited to Apple App Store and Google Play.

Certain functionalities, accessibility features, voice technologies, payment capabilities, AI systems, communications tools, emergency-support integrations, and operational features may vary depending on:

device capabilities;

operating systems;

jurisdictional requirements;

regulatory restrictions;

app-store policies;

third-party technical limitations.

ORO reserves the right to modify, restrict, disable, suspend, or discontinue any feature to maintain compliance with applicable laws, platform requirements, accessibility obligations, consumer-protection standards, privacy requirements, AI governance obligations, or marketplace policies.

6.5 Survival

All provisions relating to:

Liability
Indemnification
Payments
Dispute resolution

shall survive termination indefinitely.

6.6 Regulatory Variation

The availability, legality, operation, functionality, pricing structures, payment methods, accessibility tools, voice technologies, AI systems, emergency-support features, Provider categories, promotional programs, and Platform services may vary by jurisdiction.

Certain services may be unavailable, restricted, modified, suspended, or discontinued in specific regions due to legal, regulatory, operational, licensing, technical, compliance, accessibility, consumer-protection, financial-services, or public-policy requirements.

ORO makes no representation that any feature will remain available in all jurisdictions at all times.

GLOBAL LEGAL INTEGRATION NOTICE

These Terms, Policies, Annexes, Disclosures, and related legal frameworks form part of the unified global legal, operational, technological, accessibility, cybersecurity, compliance, and risk-management architecture governing the ORO Marketplace Platform operated by ORO Technologies LLC and its affiliated ecosystem.

Such integrated framework includes, without limitation:

the Terms and Conditions;
the Global Privacy, Security and Data Governance Policy;
the Safety, S.O.S., Emergency Response & User Protection Framework;
the Voice, Accessibility & Emergency Policy;
Section 22-A Accessibility, Disability and Vulnerable Users Annex;👉 https://orosay.com/legal/accessibility-annex
Community Standards;
Refund and Payment Policies;
AI, Voice, Security, Accessibility and Compliance disclosures;
and all related policies, notices, operational standards, legal disclosures, and future amendments published by ORO Technologies LLC.

Continued access to, interaction with, registration on, or use of the Platform constitutes legally binding acknowledgment, acceptance, and incorporation of all applicable policies, limitations, disclaimers, technological conditions, liability restrictions, and future modifications to the maximum extent permitted under applicable law.