👤 PASSENGERS

📌 BOOKINGS, PLATFORM OPERATIONS & TRAVEL EXPERIENCE

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How do I request a ride?

To request a ride, the User must access the ORO application, grant the technological permissions necessary for the operation of the Platform (including location services and voice functionalities where applicable), enter the pickup and destination locations, and select an available service category within their jurisdiction.

The Platform acts exclusively as a technological intermediary between Users and independent third parties who provide mobility services under their own operational, legal, and regulatory responsibility.

Driver availability, waiting times, service categories, and fares may vary depending on external factors such as geographic location, traffic conditions, demand, operational availability, connectivity, and local regulatory restrictions.

Can I request rides using voice commands?

Yes.

ORO operates under a technology infrastructure designed for accessibility and digital inclusion, allowing multiple Platform features to be used through voice commands compatible with the User's device.

To use this functionality, the User must first enable the necessary microphone, accessibility, and speech recognition permissions on their mobile device.

Example command:

"ORO, I NEED A RIDE."

The User acknowledges that voice technologies, automatic speech recognition, natural language processing, and artificial intelligence systems may experience errors, interruptions, technical limitations, interpretation issues, language differences, pronunciation difficulties, environmental noise, or technological incompatibilities.

ORO does not guarantee perfect recognition, continuous availability, or exact execution of voice commands.

Can I request more than one ride at the same time?

Yes.

Subject to technological and operational availability in each region, the Platform may offer additional functionalities such as:

"RIDE 2"

"RIDE 3"

Each ride must be associated with a different passenger, and the account holder remains responsible for all requests made through their account, including fares, charges, passenger conduct, and compliance with Platform policies.

Can I schedule rides in advance?

Yes.

Certain jurisdictions and service categories may allow advance scheduling through the "BOOKING" feature.

A booking constitutes only a scheduled technological request and DOES NOT guarantee:

• Driver availability;

• Mandatory acceptance of the ride;

• Exact arrival times; or

• Actual completion of the service.

Assignment depends on independent third-party providers connected to the Platform.

How do I know when the driver is arriving?

The Platform may display estimated arrival times based on automated geolocation systems, traffic data, GPS information, and data analytics.

When voice functions are enabled, the system may also generate automated audio notifications.

All times are estimates only and may vary due to external factors beyond ORO's control.

Can I choose my driver?

No.

Driver assignments are made through automated systems based on availability, proximity, operational requirements, and internal Platform criteria.

However, before the ride begins, the User may view certain available information regarding the assigned driver and vehicle.

What should I do if I cannot find the driver?

The User may utilize the communication tools available within the application, including messaging features and compatible voice commands such as:

"MESSAGE."

ORO recommends verifying the vehicle license plate, vehicle information, and driver details before entering the vehicle.

What if the driver does not arrive?

If the driver does not arrive within a reasonable period, the User may cancel the ride through the Platform in accordance with applicable operational policies in their region.

Depending on the circumstances, cancellation fees may apply under the applicable fare policies.

What happens if I change my destination during the trip?

Route modifications, additional stops, destination changes, or operational variations may result in automatic fare recalculations by the Platform.

Final charges may differ from the original estimate.

Are there materials available to learn how to use the app?

Yes.

ORO may provide informational materials, tutorials, videos, digital guides, and accessibility resources through the application, website, or Global Help Center.

All educational content is provided solely for informational purposes and does not constitute an operational guarantee or personalized advice.

💳 PAYMENTS, FARES, CHARGES & BILLING

📌 Fare and Billing Operations

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Why was the final fare different from the estimated fare?

The fares initially displayed are automated estimates generated by technological algorithms.

The final fare may vary due to numerous factors, including:

• Traffic conditions;

• Actual trip duration;

• Route changes;

• Toll roads;

• Delays;

• Dynamic pricing;

• Availability;

• Regulatory surcharges;

• Airport fees;

• Special zones;

• Local charges;

• Taxes; or

• External events.

ORO does not guarantee fixed pricing unless expressly stated for specific service models.

Why do I see a duplicate charge?

When the User utilizes bank cards, digital wallets, or electronic payment services, the financial institution may place a temporary authorization hold before processing the final charge.

Such authorization does NOT necessarily constitute a completed charge.

The release of these funds depends exclusively on the issuing financial institution and its internal processing times.

What payment methods are available?

Payment methods vary depending on jurisdiction, local regulations, and operational availability.

Depending on the country, available methods may include:

• Debit cards;

• Credit cards;

• Digital wallets;

• Electronic payments;

• Cash (where legally permitted);

• Bank transfers;

• Third-party financial services; or

• Other authorized payment methods.

What happens if my payment method is declined?

The User should contact their financial institution directly regarding:

• Available funds;

• Authorizations;

• Account restrictions;

• Spending limits;

• International transaction restrictions;

• Fraud prevention controls; or

• Digital payment authorization settings.

ORO does not control approval or rejection decisions made by third-party payment processors.

How do tolls and additional charges work?

Tolls, parking fees, airport charges, tunnels, highways, and regulatory surcharges may be automatically added to the final fare when applicable to the completed trip.

These costs are the responsibility of the User.

What if a toll was not reflected correctly?

The User or driver may report the issue through official support channels for administrative review.

The Platform may request additional supporting documentation before making any adjustment.