GREENSTRIPE LEGAL POLICIES

Last updated: 30 July 2026

GreenStripe Technologies Ltd

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

support@greenstripeapp.co.uk | ICO Registration: ZC124724

This page contains all legal policies governing the use of the GreenStripe platform, including the Customer App, Driver App, and any associated services. By creating an account or using our services, you agree to the applicable policies below.

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CONTENTS

1. Privacy Policy

2. Customer Terms of Service

3. Driver Terms & Conditions

4. Cookie Policy

5. Cancellation & Refund Policy

6. Acceptable Use Policy

7. Commission Rate Policy

8. Complaints & Appeals Procedure

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1. PRIVACY POLICY

Version 1.0 — Last updated 26 July 2026

GreenStripe ("we", "us", "our") is committed to protecting your personal data. This policy explains what data we collect, why we collect it, who we share it with, and what your rights are under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who We Are

GreenStripe is a taxi booking platform serving Faversham and surrounding areas in Kent.

Data Controller:

GreenStripe Technologies Ltd

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

support@greenstripeapp.co.uk

ICO Registration Number: ZC124724

Data Protection Contact: support@greenstripeapp.co.uk

GreenStripe Technologies Ltd is not required to appoint a Data Protection Officer under UK GDPR Article 37. Data protection queries should be directed to the address above.

What This Policy Covers

This policy applies to:

• Customers using the GreenStripe customer app

• Drivers using the GreenStripe driver app

• Administrators using the GreenStripe admin app

• Visitors to our website

Data We Collect, Why We Collect It, and Our Lawful Basis

We process personal data under the following lawful bases under Article 6 UK GDPR:

• (b) Contract — processing is necessary to provide the service you have agreed to

• (c) Legal obligation — processing is required by law

• (f) Legitimate interests — processing is in our or a third party's legitimate interests, balanced against your rights

Customer account management — We collect your name, email address, phone number, encrypted password, account creation date, and policy acceptance records, to create and manage your account and verify your identity. Lawful basis: Contract; Legal obligation for consent records.

Driver registration and verification — We collect your name, email address, phone number, date of birth, vehicle make/model/colour/registration, licence plate number, driver's licence document, private hire licence details, profile photo, vehicle photos, Stripe Connect account ID, and verification status, to register you, verify your eligibility, and manage your driver account. Licence and insurance documents are checked to confirm regulatory compliance with Swale Borough Council licensing requirements. Lawful basis: Contract; Legal obligation (right to work and licensing verification).

Booking and ride management — We collect pickup and drop-off addresses, scheduled pickup time, booking type (ride now / scheduled / airport), airport name and terminal, flight landing time (for airport pickups), fare amount, booking status, driver assigned, timestamps, and no-show records, to process, dispatch, and complete your bookings. Lawful basis: Contract.

Real-time location tracking:

• Drivers: GPS latitude and longitude, transmitted continuously while you are set as online or have an active booking — including while the app is running in the background or your screen is off. Location collection stops when you go offline.

• Customers: GPS location accessed at the point of booking (to determine pickup point); your location is not stored beyond the booking request.

Why: to dispatch drivers to nearby customers, to show customers their driver's live position, and to calculate ETAs. We do not track location outside of these active contexts. Lawful basis: Contract.

Special note on driver location: Continuous location tracking is inherent to the operation of a dispatch service. By setting yourself online on the driver app, you confirm you are working and available for dispatch. You can stop location collection at any time by going offline in the app.

Admin dashboard access: Authorised GreenStripe admin staff can view driver real-time locations and recent location history via the internal admin dashboard. This access is restricted to a small number of authorised staff and used solely for operational management, driver safety monitoring, activity verification, and resolution of complaints or disputes.

Payment processing — We collect your Stripe customer ID, Stripe payment intent ID, transaction amount, and booking reference, to charge customers and pay drivers their earnings. We never store, see, or handle raw card numbers — all card data is processed directly by Stripe within their PCI DSS Level 1 environment. Lawful basis: Contract.

Driver payouts (Stripe Connect) — We collect your Stripe Connect account ID and onboarding status, to facilitate driver earnings payouts. Stripe collects bank account details, identity documents, and payout data directly as part of their Connect programme; GreenStripe does not store this data. For Stripe Connect onboarding, Stripe acts as an independent data controller under their own privacy policy. Lawful basis: Contract.

Push notifications — We collect your device push notification token, user ID, and notification content (booking status, driver arrival, dispatch offers), to send you real-time updates. Lawful basis: Contract; and consent — your device permission is required before any notifications are sent. You can withdraw consent at any time by disabling notifications in your device settings.

Error monitoring — We collect device type, operating system version, app version, anonymised stack traces, and (where an error occurs in a session context) your user ID, to detect, diagnose, and fix technical faults in our apps. Lawful basis: Legitimate interests.

Ratings — We collect the rating score (1–5 stars) submitted by customers after completed rides. Ratings are linked to the driver's account to produce an average rating, to maintain service quality. Lawful basis: Contract; Legitimate interests in service quality.

Support communications — We collect your name, account ID, and the content of any messages you send via our support channels (WhatsApp Business or email), to respond to your enquiry. Lawful basis: Contract; Legitimate interests.

Transactional email — Your email address is transmitted to our email delivery provider solely to send account verification and password reset emails. Lawful basis: Contract.

Legal policy acceptances — We record your user ID, policy name, policy version number, and acceptance timestamp, to demonstrate a lawful basis for processing. Lawful basis: Legal obligation.

How Long We Keep Your Data

• Customer account and profile data — until your account is closed

• Driver account and profile data — until your account is closed

• Booking records (customer identifying details) — anonymised 2 years after the booking is completed or cancelled

• Booking records (driver identifying details) — anonymised 6 years after the booking (Limitation Act 1980)

• Booking records (financial data) — retained for 6 years (HMRC obligation)

• Driver identity audit record — 6 years from the date of verification

• Payment records — 6 years (HMRC requirement)

• Driver licence documents — duration of driver engagement; deleted within 30 days of account closure

• Real-time location data — not stored beyond the active session

• Push notification tokens — until you uninstall the app, delete your account, or revoke permission

• Error monitoring data — 90 days

• Policy acceptance records — 6 years (legal compliance)

• Ratings — anonymised when the driver account is closed

Account Closure and Dormancy

Customers: You can delete your account at any time from the Settings screen in the customer app. Deletion is immediate: your personal data is anonymised, any outstanding scheduled bookings are cancelled, and your authentication credentials are removed. If we detect no activity on your account for 6 months, we will send push notifications at 30 days, 7 days, and 24 hours before your account is scheduled for closure. Opening the app at any point resets this clock entirely.

Drivers: You can request account deletion from the Profile screen in the driver app. Driver deletions are not immediate — your request enters a 30-day review period before it is processed. Your account remains fully active during this time. If we detect no activity on your driver account for 12 months, we will send push notifications at 30 days, 7 days, and 24 hours before your account is queued for closure.

Data retained after a driver account is closed:

• Identity record (name, badge number, vehicle registration) in a secure audit log — 6 years from verification date (Art. 17(3)(e) UK GDPR; Art. 17(3)(b))

• Driver name and details within completed booking records — 6 years from date of each booking (Art. 17(3)(e) — Limitation Act 1980)

• Financial data within booking records — 6 years (Art. 17(3)(b) — HMRC legal obligation)

Who We Share Your Data With

Between drivers and customers: During an active booking, customers can see the driver's first name, vehicle make, model, colour, registration, and real-time location. Drivers can see the customer's name, pickup address, and drop-off address.

Our sub-processors:

• Supabase Inc. — database, authentication, real-time, file storage — USA (AWS) — Standard Contractual Clauses

• Stripe Inc. — payment processing, driver payouts — USA — Standard Contractual Clauses

• Apple Inc. — push notifications (APNs), Maps API, App Store — USA — Standard Contractual Clauses

• Google LLC (Firebase / FCM) — push notifications (Android) — USA — Firebase Data Processing Terms; SCCs

• Google Maps Platform (Google LLC) — map tile rendering (Android only) — USA — Controller-Controller terms

• Expo (650 Industries Inc.) — app builds, push notification routing — USA — EU–US Data Privacy Framework

• Sentry (Functional Software Inc.) — error monitoring — EU (Germany) — EU-hosted; no international transfer

• Amazon Web Services — underlying cloud infrastructure (via Supabase) — USA — SCCs (via Supabase)

• Meta Platforms Ireland Ltd (WhatsApp Business) — support communications — Ireland (EU/EEA) — UK Adequacy Regulations

• Brevo SAS — transactional email delivery — France (EU) — EU-headquartered; no international transfer

We do not sell your data to any third party.

Legal requirements: We may disclose your data if required by law, court order, or a regulatory authority (including the police, HMRC, or the ICO).

International Data Transfers

Where we transfer personal data internationally, we ensure it is protected by Standard Contractual Clauses, UK Adequacy Regulations, or the EU–US / UK–US Data Privacy Framework.

Your Rights Under UK GDPR

• Access (Art. 15) — request a copy of the personal data we hold about you

• Rectification (Art. 16) — ask us to correct inaccurate or incomplete data

• Erasure (Art. 17) — ask us to delete your data, subject to retention obligations

• Restriction (Art. 18) — ask us to limit how we use your data while a dispute is resolved

• Portability (Art. 20) — receive your data in a structured, machine-readable format

• Object (Art. 21) — object to processing based on legitimate interests

• Withdraw consent — where we rely on consent, withdraw it at any time

To exercise any of these rights, contact support@greenstripeapp.co.uk. We will respond within 30 days.

Right to complain: Information Commissioner's Office (ICO) — ico.org.uk | 0303 123 1113

Children

Our services are not directed at anyone under the age of 18. We do not knowingly collect personal data from children.

Security

• TLS 1.2+ encryption for all data in transit

• Encryption at rest for all database storage

• Role-based access controls

• Multi-factor authentication for admin access

• Regular security review of our infrastructure

Changes to This Policy

We will notify you of material changes via push notification and prompt you to review and re-accept updated terms in the app. The date at the top of this page indicates when it was last updated.

Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

ICO Registration: ZC124724

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2. CUSTOMER TERMS OF SERVICE

Version 1.1 — Last updated 30 July 2026

Please read these terms carefully before creating an account. By accepting these terms, you enter a legally binding agreement with GreenStripe.

2.1 GreenStripe as a Booking Broker

GreenStripe operates as a booking broker and technology intermediary. We connect passengers with independent, licensed taxi and private hire drivers operating in Faversham and surrounding areas. We do not provide transport services ourselves and are not a transport undertaking.

When you make a booking through GreenStripe:

• The contract for your journey is formed directly between you and the driver who accepts your booking. Each booking forms a separate contract with your driver, and you will be asked to confirm your understanding of this arrangement each time you book

• The driver is an independent, licensed service provider who is solely responsible for the transport service provided

• GreenStripe's role is limited to facilitating the booking, collecting your payment as your driver's agent, and operating the dispatch platform

• GreenStripe collects payment from you as agent of your driver. Payment made to GreenStripe discharges your payment obligation to the driver

Both you and your driver appoint GreenStripe to administer bookings under our published policies. This includes applying our cancellation, refund, and no-show rules, and re-offering your booking to other drivers if your assigned driver withdraws. Outcomes reached under those published rules are binding on both parties to the transport contract.

Because GreenStripe is not a party to the transport contract, we are not responsible for the conduct, quality, safety, or outcome of journeys carried out by drivers. Any claim arising from a journey — including personal injury, vehicle damage, or service quality — is a matter between you and the driver and, where applicable, their professional insurer.

Nothing in this clause limits our liability for fraudulent misrepresentation, death, or personal injury caused by our own negligence.

2.2 Your Account

• You must be at least 18 years old to create an account

• You are responsible for maintaining the confidentiality of your login credentials

• You must provide accurate and up-to-date information

• One account per person — you may not share your account

2.3 Booking a Ride

• When you book a ride, you are entering a contract for transport services with the driver

• Fares are calculated and displayed before you confirm your booking

• You must be ready at the pickup location at the booked time

• GreenStripe reserves the right to correct fare estimates where the actual journey differs materially from the booking

How far ahead you can book, and minimum notice:

• Scheduled bookings need at least 30 minutes' notice; airport bookings need at least 2 hours' notice

• Bookings with an out-of-hours pickup time need at least 24 hours' notice

• If there isn't enough time to place a timed booking, you can travel straight away using Ride Now or the airport "Book for now" option

• Scheduled and airport bookings can be placed up to 120 days before pickup

Changing a booking:

• You can request a change to a timed booking's pickup time (and, for airport pickups, the flight landing time) from the app. Before a driver has accepted, valid changes apply immediately. After a driver has accepted, the change takes effect only if your driver approves it — if they decline or don't respond in time, your booking stays at its original time and you can keep it or cancel it

• Time changes must keep the fare unchanged. If the new time would change the fare (for example, moving into night-time pricing), cancel and rebook instead

• Changes close at the same point cancellations become non-refundable: 2 hours before pickup for scheduled rides, 12 hours for airport bookings

• Passenger name, contact number, and notes can be updated at any time before the journey; other details (addresses, passenger count) require cancelling and rebooking

How your contract with a driver is formed:

• Immediate bookings (Ride Now and airport "Book for now"): when a driver is found, you'll see their estimated arrival time and have 30 seconds to accept or decline. If you don't respond within 30 seconds, the driver is automatically accepted and your contract with that driver is formed at that point

• Scheduled and airport bookings: your contract with a driver is formed when a driver accepts your booking. Until then, your booking shows as awaiting driver confirmation, and we'll notify you when a driver accepts

• If no driver accepts in time: scheduled bookings must be accepted no later than 20 minutes before pickup, and airport bookings no later than 2 hours before pickup. If no driver has accepted by that deadline, the booking is automatically cancelled and your payment is released or refunded in full (see section 2.4). For airport bookings made more than 24 hours ahead, we'll also notify you 24 hours before pickup if we're still looking for a driver

• If your assigned driver withdraws before pickup: we'll search for a replacement driver. Where a live search takes place, you'll be asked to approve the replacement driver's estimated arrival time in the same way (30-second window, automatic acceptance if you don't respond). Your payment is not taken again. If no replacement is found, or you decline the replacement driver, your payment is refunded in full

2.4 Payment

• All payments are processed via Stripe. GreenStripe collects payment as agent of your driver (see section 2.1)

• Immediate bookings (Ride Now and airport "Book for now"): your payment method is authorised when you book and charged when your driver is confirmed. If no driver is found, the authorisation is released automatically and you are not charged

• Scheduled and airport bookings with a pickup within 4 days: your payment method is authorised at booking and charged only when a driver accepts your booking. Until a driver accepts, you may cancel free of charge and the authorisation is released. The authorisation may appear as a pending hold on your bank statement for up to 4 days

• Scheduled and airport bookings with a pickup more than 4 days away: the fare is charged at the time of booking. If no driver has accepted by the deadline in section 2.3, the booking is cancelled and you receive an automatic full refund

• Receipts are provided through the app after each completed journey

2.5 Cancellation & Refunds

Please refer to our Cancellation & Refund Policy (section 5 of this page) for full details.

2.6 Your Conduct

You agree to:

• Treat drivers with respect and courtesy

• Not engage in abusive, threatening, or discriminatory behaviour

• Not damage or soil any vehicle

• Wear a seatbelt at all times during the journey

• Not request that the driver breach any road traffic laws

• Comply with our Acceptable Use Policy

We may suspend or terminate your account for serious or repeated breaches.

2.7 No-Show

If you are not at the pickup location when the driver arrives and cannot be reached within the permitted waiting time, the booking may be marked as a no-show and any authorised payment may be captured. See our Cancellation & Refund Policy for time limits.

2.8 Lost Property

GreenStripe is not responsible for property left in vehicles. Contact support@greenstripeapp.co.uk for assistance.

2.9 Liability

• GreenStripe's liability to you is limited to the total amount you paid for the booking giving rise to the claim

• We are not liable for delays caused by traffic, road conditions, or events beyond our control

• We are not liable for any indirect or consequential losses

• Nothing in these terms limits our liability for death, personal injury caused by negligence, or fraudulent misrepresentation

2.10 Stacked Bookings

Where your assigned driver is completing a prior booking before collecting you (a "stacked booking"), wait times may be longer than initially indicated. GreenStripe will display an estimated wait time in the app. Your cancellation rights for stacked bookings are set out in the Cancellation & Refund Policy.

2.11 Post-Journey Disputes

If you wish to dispute a charge, a fare, or raise a concern about the quality of service following a completed journey, you must contact us within 7 days of the booking completion, quoting your booking reference. Disputes raised outside this window may not be considered. We will acknowledge within 2 business days and aim to resolve within 10 business days.

2.12 Alternative Dispute Resolution

If we are unable to resolve your complaint within 8 weeks, we will provide you with details of a certified Alternative Dispute Resolution (ADR) body, in accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. GreenStripe's participation in ADR is voluntary except where required by applicable law.

2.13 Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

2.14 Changes to Terms

We will notify you of material changes and ask you to re-accept updated terms before continuing to use the service.

2.15 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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3. DRIVER TERMS & CONDITIONS

Version 1.1 — Last updated 30 July 2026

These terms govern your use of the GreenStripe platform as a driver. By accepting these terms, you agree to be bound by all conditions herein.

3.1 Eligibility

To register as a GreenStripe driver you must:

• Hold a valid Swale Borough Council taxi or private hire driver's licence

• Have a currently licensed taxi or private hire vehicle with a valid plate

• Have valid insurance covering private hire or taxi work

• Be at least 18 years of age

• Have the legal right to work in the United Kingdom

3.2 Your Vehicle

• Your vehicle must be maintained in a roadworthy condition at all times

• All licences, MOT certificates, and insurance must remain valid throughout your use of the platform

• You are responsible for all costs associated with your vehicle

• GreenStripe reserves the right to suspend your access if your vehicle or licence documentation falls out of compliance

3.3 Conduct

You agree to:

• Treat all passengers with courtesy and professionalism at all times

• Follow all applicable road traffic laws

• Take the most efficient route unless instructed otherwise by the customer

• Maintain a clean, presentable vehicle interior and exterior

• Not engage in any form of discrimination

• Not use a mobile phone while driving (except via a legally compliant hands-free system)

• Not smoke in the vehicle before or during a journey

• Not solicit or accept cash fare payments for GreenStripe bookings outside the platform — all fares must be collected through the app. Cash gratuities (tips) offered voluntarily by passengers are permitted

• Not carry passengers not associated with a GreenStripe booking while on a booking

3.4 Platform Use, Accepting & Withdrawing from Bookings

• You must keep the app running and your status accurate while working

• You must only set yourself as online when you are ready and available to accept bookings

• You must not share your login credentials with any other person

• You must report any technical issues promptly to support@greenstripeapp.co.uk

Accepting bookings:

• Submitting a bid ("accepting" a booking offer, with your estimated arrival time) is an offer to carry out that booking. If the platform assigns the booking to you, the transport contract with the passenger is formed at the moment of assignment and the booking is yours to carry out

• Claiming a scheduled or airport booking from the Jobs list forms the transport contract with the passenger at the moment of your claim

• Scheduled and airport bookings can be claimed only up to their acceptance deadline: 20 minutes before pickup for scheduled bookings, and 2 hours before pickup for airport bookings. Bookings not claimed by any driver before the deadline are withdrawn from the Jobs list and cancelled, and the passenger is refunded

• Scheduled and airport bookings appear in the Jobs list from 14 days before pickup — bookings placed further ahead are offered to drivers when that window opens

• You must complete bookings you have accepted

Withdrawing from bookings (handback / unclaim):

• You may hand back an assigned booking, or unclaim a scheduled or airport booking, only up to 60 minutes before its pickup time. A scheduled or airport booking with 60 minutes or less to pickup cannot be handed back or unclaimed — by accepting it inside that window you commit to completing it, and the app will warn you of this before you accept

• Immediate ("Ride Now") bookings may be handed back only where you are genuinely unable to complete the journey (for example vehicle breakdown or sudden illness)

• Every handback and unclaim is recorded and reviewed by GreenStripe. Handbacks or unclaims that are found to be illegitimate, repeated, or made in bad faith may result in suspension of your account pending investigation (see section 3.9)

Booking changes:

• A passenger may request to move the pickup time of a booking you have accepted. The change takes effect only if you approve it in the app

• Declining a change request carries no penalty of any kind — it is not a handback, and the booking remains yours at its original time

• If you do not respond by the deadline shown in the app, the request is automatically declined

3.5 Payments & Commission

• GreenStripe processes all payments on your behalf via Stripe Connect

• GreenStripe collects each fare from the passenger as your agent. The passenger's payment to GreenStripe discharges the passenger's payment obligation to you; GreenStripe then owes you the fare minus the platform commission under these terms

• Fares are set by GreenStripe; a platform commission is deducted before funds are transferred to your Stripe account

• The current commission rate is displayed in the app under Profile → Earnings

• Payouts are subject to Stripe's standard processing times

• Late-cancellation compensation: if a passenger cancels a booking you have accepted inside the late-cancellation window (less than 2 hours before pickup for scheduled rides, less than 12 hours for airport bookings), the fare is charged to the passenger and you are paid that fare minus the platform commission

• You are responsible for your own tax obligations as a self-employed contractor

• GreenStripe will provide earning records through the app to assist with self-assessment

Commission rate changes:

• GreenStripe will give you at least 30 days' written notice of any change to the commission rate, delivered via in-app notification and email

• If you do not accept the updated commission terms within the 30-day notice period, your account will be suspended until you do so

• You may terminate your agreement at any time within the notice period if you do not wish to accept the new rate

• Continued use of the platform after the effective date constitutes acceptance of the new commission rate

Commission suspension:

• GreenStripe may withhold your earnings transfers during an active investigation into a potential serious breach of these terms

• Commission suspension is a protective measure pending investigation and does not constitute a finding of wrongdoing

• You will be notified when a commission suspension begins and given the reason

• If the investigation concludes in your favour, any withheld commission will be transferred within 5 business days

• You may appeal a commission suspension by emailing support@greenstripeapp.co.uk within 7 days (see section 3.9)

3.6 Platform Broker Status & Independent Contractor

GreenStripe operates as a booking broker and technology intermediary. We are not a transport undertaking and do not provide transport services directly. Our role is to connect passengers with independent, licensed drivers and to facilitate booking and payment on your behalf.

For each booking assigned to you:

• The transport contract is formed directly between you and the passenger — at the moment of assignment for dispatched bookings, or at the moment of your claim for scheduled and airport bookings (see section 3.4)

• You are the licensed service provider and are solely responsible for carrying out the journey in compliance with all applicable legislation, including road traffic law and your private hire or taxi licence conditions

• GreenStripe is not a party to that transport contract and accepts no liability for claims arising from the transport service you provide

You appoint GreenStripe to administer bookings on the platform under its published policies, including the cancellation, refund, and no-show rules and the re-offering of bookings following a driver withdrawal. Outcomes reached under those published rules are binding on you and the passenger.

As an independently licensed driver working on a self-employed basis, you hold sole professional and legal liability for your driving activities. Any claim arising from a journey you carry out — including personal injury, vehicle damage, or passenger complaints — must be directed to you and your professional insurer, not GreenStripe.

You are solely responsible for your own National Insurance contributions, income tax, and insurances. GreenStripe will not be responsible for any fines, penalties, or claims arising from your driving activities.

If you hold a private hire driver's licence, you must also hold and maintain your own private hire vehicle operator's licence. You accept each booking as the licensed operator for that booking, under your own operator's licence, and you are responsible for complying with its conditions. You warrant to GreenStripe and to each passenger that this licence is valid whenever you accept a booking.

GreenStripe keeps a full record of every booking you accept — pickup, destination, fare, and the times of booking, acceptance, and completion — and makes these records available to you through the app. You may rely on these records for the record-keeping requirements of your operator's licence, though compliance with your licence conditions remains your responsibility.

3.7 Data & Location

You consent to GreenStripe collecting and transmitting your GPS location while you are online or on an active booking. This data is used to operate the dispatch and tracking system. See our Privacy Policy for full details.

GreenStripe admin staff may view your real-time location and recent location history via the internal admin dashboard. This access is restricted to authorised staff and used for operational management, driver safety monitoring, activity verification, and resolution of complaints or disputes.

3.8 Driver Ratings

• Your average passenger rating is visible to GreenStripe admin staff and may be taken into account in quality reviews

• GreenStripe does not publish individual ratings to other drivers

• If you believe a rating is false, malicious, or retaliatory, you may request a review by emailing support@greenstripeapp.co.uk with the relevant booking reference

• We will consider whether the rating should be removed, but removal is not guaranteed

3.9 Suspension, Investigation & Termination

GreenStripe may suspend or terminate your account for:

• A serious breach of these terms

• Passenger complaints indicating unsafe or unprofessional conduct

• Illegitimate, repeated, or bad-faith handbacks or unclaims of accepted bookings (see section 3.4)

• Loss of your driver's licence, vehicle licence, or insurance

• Any relevant criminal conviction or caution

• Persistent inactivity without notice

Where a suspension is for investigation purposes, we will notify you of the reason and — except where immediate action is required for safety — give you at least 48 hours to provide your account of events before any permanent decision is made.

You may appeal a suspension or termination within 14 days by emailing support@greenstripeapp.co.uk with "APPEAL" in the subject line. We will acknowledge within 2 business days and respond within 10 business days.

GreenStripe may also terminate your account with 30 days' written notice without cause.

3.10 Liability

GreenStripe provides the booking platform only. We are not liable for accidents, injuries, vehicle damage, or claims arising from your driving or conduct.

3.11 Governing Law

These terms are governed by the laws of England and Wales.

3.12 Changes to Terms

Material changes to these terms, including changes to the commission rate, will require your re-acceptance in the app before you can continue accepting bookings. Where required by law or these terms, appropriate notice will be given before changes take effect.

3.13 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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4. COOKIE POLICY

Version 1.0 — Last updated 14 May 2026

What Are Cookies?

Cookies are small text files stored on your device when you use a digital service. Our mobile apps use equivalent local storage and session tokens rather than traditional browser cookies.

What We Store Locally

Authentication tokens — We store a secure session token on your device so you remain logged in between app sessions. This is essential for the app to function.

App preferences — Settings such as notification preferences are stored locally on your device and are not transmitted to our servers.

Notification tokens — A push notification device token is stored to allow us to deliver booking updates and alerts. You can disable notifications at any time through your device settings.

Third-Party Services

Stripe — Our payment provider Stripe may store payment tokens and security data locally as part of their PCI-compliant payment flow. See Stripe's privacy policy at stripe.com/privacy for details.

Supabase — Our backend provider uses a secure refresh token stored locally to maintain your authenticated session without requiring repeated logins.

Sentry — Our error monitoring provider may store a session identifier alongside anonymised error data to help correlate multiple errors from the same session. This data is retained for up to 90 days. No personally identifiable information is included in error reports.

Analytics

We may use anonymised, aggregated data about app usage to improve our service. No personally identifiable information is included in any analytics data.

Your Choices

• You can clear local app storage at any time by uninstalling the app (this will log you out)

• You can disable push notifications through your device's notification settings

• Essential session storage cannot be disabled without preventing the app from working

Contact

Email: support@greenstripeapp.co.uk

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5. CANCELLATION & REFUND POLICY

Version 1.0 — Last updated 30 July 2026

GreenStripe administers this policy as booking agent for your driver, under the appointment described in section 2.1 above. Your contract for each journey is with your driver; refunds under this policy are paid by GreenStripe from fares it holds as your driver's agent.

IN SHORT:

• Cancel before a driver accepts your scheduled or airport booking and it's free if your card was only held; if you were charged (bookings made more than 4 days ahead), you get 87% back.

• Cancel after a driver accepts and you get 87% back — as long as you leave enough time: more than 2 hours before pickup for scheduled rides, more than 12 hours for airport bookings.

• Cancel inside that window and there's no refund — your driver had committed to the job and is paid the fare.

• If we can't find you a driver, you always get everything back automatically.

The full rules follow below.

5.1 Fee Schedule

Scheduled rides and airport bookings can be placed up to 120 days before pickup. How your payment is taken depends on how far ahead you book: within 4 days of pickup your card is held (authorised) and only charged when a driver accepts; more than 4 days ahead the fare is charged at booking.

Ride Now / airport "Book for now":

• Before you accept a driver — full refund; the hold is released, no charge taken

• After you accept a driver — no refund; your driver was already on their way and is paid the fare

Scheduled / airport bookings, before a driver accepts:

• Pickup within 4 days (card held) — free; the hold is released, no charge taken

• Pickup more than 4 days away (fare charged at booking) — 87% refund (13% administration fee)

Scheduled bookings, after a driver accepts:

• More than 2 hours before pickup — 87% refund (13% administration fee)

• Less than 2 hours before pickup — no refund; your driver had committed to the job and is paid the fare (minus platform commission)

Airport bookings, after a driver accepts:

• More than 12 hours before pickup — 87% refund (13% administration fee)

• Less than 12 hours before pickup — no refund; your driver had committed to the job and is paid the fare (minus platform commission)

Stacked bookings: Where your assigned driver is completing a prior booking before collecting you (a "stacked booking") and you cancel before the driver begins your journey, an 87% refund applies (13% platform fee retained) regardless of timing. Once the driver has commenced your journey, no refund applies.

Refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your card issuer.

5.2 How to Cancel

You may cancel a booking at any time via the GreenStripe app:

1. Open the Rides or Upcoming tab

2. Select the booking you wish to cancel

3. Tap Cancel Booking and confirm

Cancellations are processed immediately. The refund (where applicable) is issued automatically, and the app shows you the applicable refund before you confirm.

5.3 Changing a Booking

You can request a change to a scheduled or airport booking's pickup time (and, for airport pickups, the flight landing time) from the Upcoming tab:

• Before a driver has accepted, a valid new time applies immediately

• After a driver has accepted, the change takes effect only if your driver approves it in their app. If they decline or do not respond by the deadline shown, your booking stays at its original time — you can keep it or cancel it under section 5.1

• Time changes must keep the fare unchanged. Where the new time would change the fare (for example moving into night-time pricing), cancel and rebook instead

• Changes close at the same point cancellations become non-refundable: 2 hours before pickup for scheduled rides, 12 hours for airport bookings

• Passenger name, contact number, and notes can be updated at any time before the journey. Other details — addresses, passenger count, vehicle requirements — require cancelling and rebooking

5.4 Driver Cancellations & Withdrawals

If your assigned driver withdraws from a booking, we immediately re-offer the job to other drivers — for a live ride you will be shown the replacement driver to approve, and a scheduled or airport booking returns to the drivers' job list. Your payment carries over to the replacement driver; you are never charged twice.

You receive a full refund of any amount charged only if we ultimately cannot cover the booking (no replacement is found before the deadline, or you decline the replacement driver).

5.5 Bookings Cancelled Due to No Driver

If no driver has accepted your booking by the acceptance deadline (2 hours before pickup for airport bookings, 20 minutes for scheduled rides), the booking is cancelled automatically and in full:

• Card held (not charged) — the hold is released; no payment is taken

• Card charged — a full refund is issued automatically

5.6 Consumer Contracts Regulations 2013

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel a service contract from the date it is entered into. Your service contract for the journey is with your driver (see section 2.1 above).

Service-commencement waiver: When you book a Ride Now journey or confirm a Scheduled / Airport booking, you expressly request that the service begins before the 14-day cancellation period expires. By requesting immediate or near-term service commencement you acknowledge, in accordance with Regulation 36(1)(a), that you lose your right to cancel once the service has been fully performed. If the service has not yet commenced, the standard cancellation terms in section 5.1 above apply.

5.7 No-Show

Passenger no-show: If you fail to appear at your pickup location within the permitted wait time after your driver has arrived, the booking may be marked as a no-show and the full fare will be charged. No refund will be issued.

Driver no-show: If your driver does not arrive and you report a no-show through the app, GreenStripe will investigate. If upheld, a full refund will be issued.

5.8 Flight Delays

For "from airport" pickups: if your flight lands significantly later than the stated landing time, please contact us at support@greenstripeapp.co.uk as soon as possible with your booking reference and airline-confirmed actual landing time. We will use reasonable endeavours to accommodate genuine flight delays at no additional charge. If accommodation is not possible, a full refund will be offered.

5.9 Post-Journey Disputes

If you believe you have been incorrectly charged or that this policy has not been applied correctly, contact us at support@greenstripeapp.co.uk within 7 days of the booking date, quoting your booking reference. Disputes raised outside this window may not be considered. We will acknowledge within 2 business days and aim to resolve within 10 business days.

5.10 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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6. ACCEPTABLE USE POLICY

Version 1.0 — Last updated 14 May 2026

This policy applies to all users of the GreenStripe platform including customers, drivers, and administrators. Your use of GreenStripe constitutes acceptance of this policy.

6.1 Prohibited Conduct — All Users

You must not:

• Provide false, misleading, or fraudulent information during registration or when making bookings

• Impersonate any other person or entity

• Use the platform for any unlawful purpose

• Attempt to circumvent, manipulate, or defraud the fare or payment system

• Engage in harassment, abuse, threats, or discriminatory behaviour toward any user

• Use the platform to facilitate human trafficking, illegal drug supply, or any other criminal activity

• Attempt to gain unauthorised access to any part of the system or another user's account

• Introduce viruses, malware, or other harmful code to the platform

• Scrape, copy, or redistribute platform content without explicit written permission

• Use multiple accounts to abuse promotional offers or to circumvent suspensions

6.2 Driver-Specific Prohibitions

Drivers must not:

• Solicit or accept cash fare payments for GreenStripe bookings outside the platform. Cash gratuities offered voluntarily by passengers are permitted

• Share their account login credentials with any other person

• Operate the platform without valid and current licence documentation

• Carry passengers not associated with a GreenStripe booking

• Mislead the platform about their location or availability

• Falsify or manipulate GPS location data, or use location spoofing software while using the platform

• Solicit or accept inducements from passengers in exchange for ratings

6.3 Customer-Specific Prohibitions

Customers must not:

• Book rides they have no genuine intention of taking

• Provide false pickup or drop-off locations

• Submit false, malicious, or retaliatory ratings or reviews

• Physically or verbally abuse drivers during or after a journey

• Attempt to circumvent an account suspension by creating additional accounts

6.4 Enforcement

We reserve the right to:

• Suspend your account immediately for any serious breach of this policy

• Permanently ban accounts for repeated or egregious violations

• Report illegal activity to the relevant authorities, including the police

• Recover losses caused by fraudulent or abusive behaviour through legal action

6.5 Reporting a Breach

To report a breach of this policy, contact: support@greenstripeapp.co.uk

6.6 Changes to This Policy

We will notify you of material changes to this policy via push notification and by updating the date on this page. Continued use of the platform following notification constitutes acceptance of the updated policy.

6.7 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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7. COMMISSION RATE POLICY

Version 1.0 — Last updated 14 May 2026

This policy applies to drivers only. It explains how GreenStripe's platform commission works, how it is calculated, and how changes are made and communicated to drivers.

7.1 What Is Platform Commission?

When you complete a journey as a GreenStripe driver, GreenStripe deducts a platform commission from the fare before transferring your earnings to your Stripe account. This commission covers the cost of operating the dispatch platform, payment processing, insurance verification, and customer support.

7.2 Current Rate

The current commission rate is always displayed in the app under Profile → Earnings. The rate shown in the app is authoritative. GreenStripe does not publish a fixed rate in this document as rates may change — refer to the app for the current rate at all times.

7.3 How Commission Is Calculated

Earnings = Fare − (Fare × Commission Rate)

Example: if the fare is £20.00 and the commission rate is 13%, your earnings are £17.40. All deductions are displayed transparently in the Earnings section of the app.

7.4 Changes to the Commission Rate

GreenStripe will give you at least 30 days' written notice of any change to the commission rate. Notice is delivered via:

• In-app push notification

• In-app commission notice screen (requiring your acknowledgement)

• Email to your registered address

The notice will specify the current rate, the new rate, and the date the new rate takes effect. During the notice period you may continue working under the current rate. You may terminate your driver agreement at any time during the notice period if you do not wish to accept the new rate.

If you do not accept the updated terms before the effective date, your account will be suspended until you do so.

7.5 Commission Suspension During Investigations

Your commission may be withheld during an active investigation into a potential serious breach of the Driver Terms. See section 3.5 of the Driver Terms & Conditions for full details, including your right to appeal.

7.6 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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8. COMPLAINTS & APPEALS PROCEDURE

Version 1.0 — Last updated 14 May 2026

This procedure explains how to make a complaint, how GreenStripe will handle it, and what options are available if you are not satisfied with our response.

8.1 How to Make a Complaint

Email us at support@greenstripeapp.co.uk including:

• Your name and registered email address

• Your booking reference (if applicable)

• A clear description of the issue and the outcome you are seeking

We will acknowledge your complaint within 2 business days.

8.2 Our Response Timeline

• Acknowledgement — within 2 business days

• Full response or substantive update — within 10 business days

• Complex cases — up to 28 days; we will keep you informed

• Maximum resolution time — 8 weeks from receipt of complaint

If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and provide details of an Alternative Dispute Resolution body you may approach.

8.3 Escalation

If you are not satisfied with our initial response, reply to our email and request escalation to a senior member of the GreenStripe team. We will assign a different reviewer and respond within 10 business days.

8.4 Driver Appeals (Suspension or Termination)

If your driver account has been suspended or terminated and you wish to appeal:

1. Email support@greenstripeapp.co.uk with "APPEAL" in the subject line

2. Include your name, account email, the date of the decision, and any evidence you wish us to consider

3. Appeals must be submitted within 14 days of the suspension or termination notice

4. We will acknowledge within 2 business days and respond within 10 business days

Our appeal decision is final unless a legal remedy is sought.

8.5 Alternative Dispute Resolution

If your complaint is not resolved within 8 weeks, we will provide you with the name and contact details of a certified Alternative Dispute Resolution (ADR) body that covers your type of dispute, in accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. You may then choose to refer your case to that body.

GreenStripe's participation in ADR is voluntary except where required by applicable law or licence conditions.

8.6 Data Complaints

If your complaint relates to how we have handled your personal data, you may contact the UK Information Commissioner's Office (ICO) at any time:

ICO: ico.org.uk | 0303 123 1113

8.7 Contact

Email: support@greenstripeapp.co.uk

Post: GreenStripe Technologies Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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END OF LEGAL POLICIES