Usage Fees and Cancellation Policy

Scope of this policy

This policy applies to every order placed through the Roll Taxi app in Israel (the "App"), including taxi orders sent to a specific driver or to several drivers through the App, all subject to the Consumer Protection Law, 5741-1981, the Standard Contracts Law, 5743-1982, the Supervision of Prices of Commodities and Services Law, 5756-1996, the Supervision of Prices of Commodities and Services (Taxi Fares) Order, 5778-2018, as amended from time to time, the Traffic Ordinance [New Version], the Traffic Regulations, 5721-1961, and any other applicable law.

Where an order falls within the exception to the right of cancellation in section 14C(d) of the Consumer Protection Law, 5741-1981, the service fees stated in this policy are a contractual payment for use of the App and of Roll Taxi's intermediation services, and to cover costs incurred up to the time of cancellation. They are not part of the taxi fare. Service fees will be collected only where applicable law permits it.

Among other things, this policy sets the fee for use of the App and for covering the costs of an order that was cancelled (for example, use of the App's infrastructure, or a driver having started driving to the pickup point), and the conditions for charging a usage fee, all according to the stage the order had reached, the time of cancellation, the circumstances of the cancellation, whether a driver had accepted the order, and applicable law.

For the avoidance of doubt, nothing in this policy limits any mandatory right the consumer has under applicable law, including the right to cancel a transaction, restitution, compensation or any other remedy available by law, and such rights cannot be waived except where the law expressly allows it.

If this policy conflicts with applicable law, the law prevails. Where a question arises about entitlement to a refund or a usage-fee charge, Roll Taxi may examine the circumstances of the specific case, including the time of cancellation, the status of the order, and whether the driver had already accepted or begun carrying out the order, reasonably and in accordance with the law.

Without limiting the above, this policy applies to orders of every kind placed in Israel through the App, and is to be interpreted consistently with the purpose of consumer protection and with the nature of a service provided through a technology platform for ordering rides.

Usage fees in certain cases

The customer may cancel an order at any time before the ride begins, subject to this policy, including its provisions on usage fees, refunds, and exceptions arising from the circumstances of the cancellation, the stage the order had reached, or applicable law.

Without limiting any right or remedy available to Roll Taxi or to the consumer under this policy or applicable law, this policy sets out the company's right to collect a usage fee in certain cases.

This section applies only to cancellations made through the cancellation function in the Roll Taxi app, in a way that records the time of the order and the time of cancellation in the app. If the time of the order or of the cancellation is disputed, Roll Taxi's system records will serve as the record. Nothing in this section limits Roll Taxi's right to cancel an order for operational, safety, legal or other reasons permitted by applicable law, or a driver's right to cancel an order in accordance with applicable law and the relevant policies.

For the avoidance of doubt, if any amount was charged beyond the usage fee set out below (where one applies), Roll Taxi will refund the excess within seven business days of the cancellation, to the same means of payment used. Roll Taxi may update how charges, collection or refunds are made, provided the update complies with applicable law and does not reduce the consumer's rights under any mandatory law.

Cancelling within one minute of ordering

If an order is cancelled within one minute of being placed, no usage fee is collected and nothing is charged for the cancelled order, whether or not a driver had accepted it.

Cancelling before a driver accepts

If an order is cancelled before a driver has accepted it, no usage fee is collected, nothing is charged for the order, and the consumer bears no additional cost in connection with the cancellation.

Cancelling after a driver accepts

If a ride ordered through the App is cancelled by the customer more than one minute after the order was placed and after a driver has accepted it, Roll Taxi may charge the consumer a usage fee of ₪12, subject to any other mandatory law.

Despite the above, no usage fee is collected if the cancellation resulted from a fault in the App, from the driver being unavailable after accepting, from a material change in the order details that was not the consumer's fault, or from any other circumstance in which applicable law prohibits a usage fee or requires an exemption from it.

Cancelling because the driver is late

If the customer cancels an order after a driver has accepted it and, at the time of cancellation, the driver is more than 10 minutes late against the scheduled pickup time and has not yet reached the pickup point, no usage fee is collected and nothing is charged for the cancelled order.

Cancellation by the driver

A driver may cancel an order only for reasonable grounds and in accordance with applicable law, including where there is a real obstacle to carrying out the ride, a safety risk, order details that do not match reality, or any other case recognised by law or by this policy. If the driver cancels an order, the customer is not charged a usage fee or any other amount for it, and anything paid in advance is refunded in full.

Refunds

The consumer is entitled to a full or partial refund only where an amount was paid in advance for an order that was cancelled, and only in accordance with applicable law, the terms of this policy and any mandatory law that cannot be contracted out of. Subject to applicable law, any refund, if given, is made after deducting the usage fees permitted by law and by this policy, and the price of any ride service actually provided.

For the avoidance of doubt, the consumer is not entitled to a refund of anything not actually paid, and no refund will exceed the amounts the consumer actually paid in connection with the order, unless applicable law requires otherwise.

An approved refund is made within seven business days of the cancellation, to the original means of payment. Roll Taxi may delay a refund only where there is reasonable suspicion of fraud, for the minimum time needed to look into it, and in accordance with the law.

Without limiting the above, Roll Taxi may reject a refund request that does not meet the terms of this policy or where there is no legal obligation to grant it, provided the decision is made in good faith and in accordance with applicable law.