Return and Refund Policy

REFUND AND RETURN POLICY

Effective Date: 01 August 2025

I. PURPOSE

This Refund and Return Policy (the “Policy”) outlines the rules and procedures governing all payment-related matters involving Drivers, Operators, and Cardholders transacting with HAIL TRANSPORT INC. (“HAIL” or the “Company”). It is designed to ensure clarity, fairness, and compliance with Philippine law, credit card regulations, and global payment standards.

II. COVERAGE

This Policy applies to:

• All reservation fees, operating fees, equity contributions, and security deposits paid under

the Driver-to-Owner Program (DOP) and Operator Management Agreements (OMA);

• All transactions made through credit cards, debit cards, or other electronic payment

facilities processed via HAIL’s official payment partners.

III. GENERAL REFUND PRINCIPLES

1. All payments made to HAIL are considered final and non-refundable, unless specifically

provided for under this Policy.

2. Refunds are granted only under limited circumstances and subject to strict verification and documentation.

3. HAIL complies with the Bangko Sentral ng Pilipinas (BSP) rules on merchant refunds and DTI’s Fair Trade and Consumer Protection Guidelines, including those pertaining to credit card chargebacks and reversals.

4. Any claim for refund, chargeback, or return must be made in writing and is subject to

investigation, evaluation, and approval by HAIL’s Legal and Finance teams.

IV. CATEGORY-SPECIFIC REFUND TERMS

A. Driver-to-Owner Program (DOP)

1. Reservation Fee

• Deductible from total program cost.• Becomes non-refundable if the Driver fails to complete onboarding and balance payment within one (1) month of HAIL’s written confirmation of vehicle availability.

• Refund not available in case of voluntary withdrawal, inactivity, or change of decision.

2. Security Deposit

• Refundable only upon successful completion of the 7-year program, clearance of liabilities, and donation of the vehicle.

• Refund may be applied toward the driver’s final transfer fees or other charges with written consent.

3. Credit Card Refund Conditions

• If a reservation fee was paid via credit card, and:

o HAIL fails to deliver the unit within 90 calendar days from confirmation and no

written deferment is issued;

o And the Driver has no pending violation or hold;

o The Driver may request a refund to their credit card, subject to 5–10 banking days

processing, in line with merchant acquiring bank timelines.

• Refunds to cards are not allowed after unit release or contract execution.

B. Operator Management Agreement (OMA)

1. Equity Contribution

• The ₱350,000 contribution per unit is strictly non-refundable once the vehicle has been

assigned to a driver or unit marked as operational.

2. Refund Exception (Pre-Activation Only)

• If no vehicle is activated within 90 days from full payment, and the cause of delay is solely

attributable to HAIL, the Operator may request a refund less applicable bank and

administrative charges, provided:

o No Driver has been assigned;

o A refund request is filed within 120 days of original payment;

o The unit has not been reallocated.

3. Credit Card Refunds

• Equity contributions made via credit card are non-refundable after unit assignment.

• Prior to activation, any approved refund will be processed to the original card within 7–15

banking days.

• HAIL will issue a formal acknowledgment receipt and transaction cancellation reference.

V. CREDIT CARD REFUND AND CHARGEBACK POLICY

1. Cardholders who wish to cancel or dispute a payment must:

o Submit a written request via email to support@hail.ph or via the in-app support

channel within 30 days of the transaction;

o Include the official payment confirmation or charge slip;

o State the reason for the refund or reversal request.

2. All valid refund claims will be processed within 7–15 business days, depending on the

issuing bank and merchant processor (e.g., BDO, UnionBank, PayMongo, DragonPay,

Maya Business).

3. Chargeback Management:

o HAIL reserves the right to challenge any unauthorized chargeback based on:

▪ Signed agreements;

▪ Usage logs;

▪ System access;

▪ Delivery of services or digital goods;

o False or malicious chargebacks may lead to blacklisting and legal action.

4. Administrative Fee:

o An administrative processing fee of ₱1,500.00 or 2.5% (whichever is higher) may

be deducted from approved card refunds to cover banking and platform costs.

VI. RETURN OF VEHICLE OR PROGRAM TERMINATION

1. Drivers or Operators who withdraw early or default on their obligations waive their right to any refund and authorize HAIL to reassign the unit at its sole discretion.

All returned units must be in good condition. Deductions may apply for damages, repairs,

or outstanding remittances.

No refund will be granted for prior payments if the vehicle was already in use or under an

executed agreement.

VII. FORCE MAJEURE AND SERVICE DISRUPTION

In the event of government lockdowns, natural calamities, acts of war, or systemic service

disruptions beyond HAIL’s control, refund requests will be temporarily suspended or re-evaluated in line with the situation and applicable laws.

VIII. DISPUTE RESOLUTION

1. All refund or return disputes must first undergo amicable settlement through HAIL’s

support team.

2. Should a dispute escalate, the matter shall be referred to mediation, and if unresolved,

settled in the proper courts of Mandaluyong City.

IX. CONTACT INFORMATIONHAIL TRANSPORT INC. – Admin & Finance Division

Email: admin@hail.ph

Tel: +639070088888

Address: HMR Office, Pioneer St. corner Reliance St., Mandaluyong City

Business Hours: 9:00 AM to 6:00 PM, Monday to Friday (excluding holidays)

X. ACCEPTANCE AND CONSENT

By signing any HAIL Agreement or making any reservation or investment via card, bank, or cash,

the Driver or Operator acknowledges that they have read, understood,