Dropo Account Deactivation and Appeals Policy

This policy may apply to:

• Delivery professional accounts
• Business customer accounts
• Authorized business users
• Contractor accounts
• Other accounts authorized to access Dropo services

Different contractual terms may apply depending on the type of account.

Dropo may use different levels of action depending on the circumstances.

Warning

A user may receive notice regarding conduct, performance, documentation, insurance, or another issue requiring correction.

Limited Access

Certain features, deliveries, customers, locations, vehicle categories, routes, or services may be temporarily restricted.

Temporary Suspension

Platform access may be suspended while information is reviewed or until a specific requirement is satisfied.

Deactivation

Access to some or all Dropo services may be discontinued.

Permanent Deactivation

Serious circumstances may result in permanent loss of platform access.

Account action may occur for reasons including:

• Safety concerns
• Fraud
• Theft
• Identity concerns
• Falsified documentation
• Harassment
• Discrimination
• Sexual misconduct
• Violence or credible threats
• Shipment tampering
• Serious delivery integrity violations
• Repeated failure to complete accepted assignments
• Repeated material customer complaints
• Misuse of customer information
• Unauthorized account sharing
• Prohibited item violations
• Failure to maintain required insurance
• Providing false or altered insurance documents
• Performing services while knowingly lacking required coverage
• Failure to maintain required licensing, registration, permits, or qualifications
• Knowingly concealing a material incident occurring during an active Dropo trip
• Material violations of Dropo agreements or policies
• Unlawful activity
• Other conduct creating material risk to Dropo or its users

Not every policy violation will result in deactivation.

Dropo may consider whether an issue is correctable, isolated, repeated, intentional, or serious enough to require immediate protective action.

Delivery professionals are responsible for maintaining insurance required by applicable law, the Dropo Driver Agreement, their vehicle type, and the services they perform.

Dropo may restrict a driver from accepting or performing deliveries when required insurance:

• Has expired
• Has been canceled
• Cannot be verified
• Does not cover the applicable delivery activity
• Does not satisfy a customer or service requirement
• Has otherwise become invalid or insufficient for the applicable service

Where the issue is reasonably correctable, the restriction may remain in place until acceptable proof of coverage is provided.

An ordinary lapse in documentation may be handled differently from deliberate insurance fraud.

Dropo may take stronger action when a user knowingly:

• Provides fabricated insurance documents
• Alters insurance documentation
• Uses another person's insurance information without authorization
• Misrepresents coverage
• Conceals cancellation of required coverage
• Performs services while knowingly lacking required insurance
• Provides materially false information during an insurance review

Intentional insurance fraud or material misrepresentation may result in immediate suspension or permanent deactivation.

Where appropriate, Dropo may refer suspected fraudulent activity to an insurer, customer, law enforcement agency, regulatory authority, or other appropriate party.

Delivery professionals must report material incidents occurring during active Dropo trips as required by the Dropo Driver Safety Standards and applicable agreements.

Reportable events may include:

• Vehicle accidents
• Injuries
• Significant property damage
• Cargo loss
• Cargo damage
• Theft
• Serious safety incidents
• Law enforcement involvement relating to the delivery
• Other material events affecting a Dropo assignment

Failure to report an incident may result in account action when the failure materially interferes with safety, claims handling, customer notification, insurance obligations, investigation, or legal compliance.

Dropo recognizes that immediate reporting may not always be possible.

Medical emergencies, hospitalization, unsafe conditions, lack of connectivity, involvement with emergency responders, or similar circumstances may reasonably delay reporting.

Dropo should consider the circumstances before determining whether delayed reporting constitutes a policy violation.

Knowingly concealing or intentionally misrepresenting a material incident is considered more serious than a reasonable delay.

Some situations require action before an investigation is complete.

Dropo may temporarily restrict an account when credible information indicates a potentially significant risk involving:

• Violence
• Sexual assault
• Serious harassment
• Theft
• Fraud
• Identity misuse
• Dangerous driving
• Serious shipment tampering
• Insurance fraud
• Material lack of required insurance during active service
• Illegal activity
• Significant public safety concerns

A temporary restriction does not by itself establish that the allegation is true.

Dropo may consider reasonably available information including:

• Platform records
• Delivery history
• GPS information
• Proof of delivery
• Photographs
• Communications
• Customer reports
• Driver reports
• Witness statements
• Insurance documentation
• Accident or incident information
• Vehicle records
• Account information
• Other relevant evidence

Dropo may contact involved parties for additional information.

Ratings and customer feedback may be considered as part of overall service quality.

Dropo should not ordinarily treat a single low rating by itself as proof of serious misconduct.

Patterns, frequency, context, severity, corroborating information, and overall performance may be considered when evaluating account status.

Expired or missing documentation may result in temporary restriction rather than permanent deactivation when the problem can reasonably be corrected.

Examples may include:

• Driver's license documentation
• Insurance documentation
• Vehicle information
• Business verification
• Required permits

Access may be restored after acceptable documentation is provided and reviewed.

Intentional falsification is not considered an ordinary documentation problem.

When reasonably appropriate, Dropo may provide notice explaining the general reason for an account restriction or deactivation.

There may be circumstances where Dropo cannot disclose certain information because of:

• Privacy obligations
• Security concerns
• Fraud prevention
• Legal restrictions
• Confidentiality
• Law enforcement requests
• Protection of another person

When an account action is eligible for appeal, the affected user may request review through Dropo's designated appeal process.

An appeal should explain why the user believes the decision should be reconsidered.

Supporting information may include:

• Documents
• Photographs
• Delivery records
• Communications
• Insurance records
• Vehicle records
• Accident or incident reports
• Witness information
• Other relevant evidence

The purpose of an appeal is to provide meaningful information that may not have been available during the initial review.

A driver restricted because of an insurance issue may submit current documentation demonstrating that required coverage has been restored or that Dropo relied on incorrect information.

Dropo may verify insurance information before restoring access.

Restoration of access may depend on the effective date of coverage and the services for which the driver seeks eligibility.

Obtaining new insurance does not automatically resolve separate allegations involving fraud, misrepresentation, accidents, or prior policy violations.

Dropo may review:

• The original reason for the action
• Information used in the original decision
• New evidence submitted by the user
• Relevant account history
• Safety considerations
• Insurance requirements
• Contractual requirements
• Applicable legal requirements

Where practical, an appeal may be reviewed by someone other than the person who made the original decision.

After review, Dropo may:

• Restore access
• Restore access with conditions
• Modify restrictions
• Require updated documentation
• Require proof of insurance
• Require corrective action
• Restrict access to certain vehicle or service categories
• Maintain temporary suspension
• Maintain deactivation
• Maintain permanent deactivation

The outcome will depend on the circumstances and available information.

Submitting the same information repeatedly does not require Dropo to conduct unlimited additional reviews.

Dropo may limit repeated appeal requests when no material new information is provided.

Submitting fabricated documents, false statements, manipulated evidence, false insurance information, or another person's information during an appeal may constitute a separate violation and may affect eligibility for reinstatement.

These standards are not limited to drivers.

Dropo may restrict or terminate business customer accounts for serious or repeated misconduct, including:

• Fraud
• Nonpayment
• Abuse of delivery professionals
• Discrimination
• Harassment
• Repeated shipment misrepresentation
• Requests to transport prohibited goods
• Unsafe business practices
• Misuse of platform information
• Knowingly requesting services that violate applicable insurance or legal requirements
• Other serious policy violations

Businesses and drivers are both accountable for conduct within the Dropo network.

Nothing in this policy is intended by itself to create an employment relationship between Dropo and an independent delivery professional.

Delivery professionals operate independent businesses and are responsible for insurance, vehicles, equipment, expenses, licensing, taxes, and other obligations assigned to them under applicable law and their agreement with Dropo.

The rights and responsibilities of delivery professionals are also governed by their applicable Driver Agreement and applicable law.

Dropo may take action outside the ordinary review process when reasonably necessary to comply with law, court orders, regulatory requirements, law enforcement requests, insurance obligations, customer contractual requirements, or immediate safety requirements.

If a user believes Dropo restricted the wrong account, relied on incorrect identity or insurance information, or made another administrative error, the user should contact Dropo promptly and provide information necessary to investigate the issue.

Questions concerning an account restriction or eligible appeal should be submitted through the designated Dropo support or account review channel.

Dropo may establish a dedicated online account review and appeal form as the platform develops.

This policy should be read together with applicable Dropo policies and agreements, including:

• Community Guidelines and Platform Code of Conduct
• Anti Harassment and Anti Discrimination Policy
• Driver Safety Standards
• Prohibited and Restricted Items Policy
• Terms of Service
• Privacy Policy
• Driver Agreement
• Business Customer Agreement

Other service specific requirements may also apply.

Account restrictions should protect the integrity of the Dropo network without treating every problem the same way.

A driver whose insurance certificate expired yesterday and who immediately provides renewed coverage presents a different issue from someone who knowingly submits fabricated insurance documents.

A driver who reports an accident after receiving emergency medical care presents a different issue from someone who deliberately conceals an accident involving a customer shipment.

Dropo may consider those differences when making account decisions.

The objective is to protect people, shipments, businesses, delivery professionals, customers, and the integrity of the Dropo network while maintaining a reasonable process for correcting legitimate issues and reviewing disputed decisions.