NEMBHARAT

PASSENGER CODE OF CONDUCT

OBJECTIVE

THIS CODE OF CONDUCT APPLIES TO PASSENGERS WHO REQUEST MOBILITY SERVICES.

CODE OF CONDUCT

THIS CODE OF CONDUCT ESTABLISHES MANDATORY BEHAVIORAL STANDARDS FOR ALL USERS, PARTICIPANTS, AND AFFILIATES ENGAGING WITH THIS PLATFORM, SERVICE, OR EVENT. BY CONTINUING TO ACCESS OR USE OUR SERVICES, ALL INDIVIDUALS ACKNOWLEDGE AND AGREE TO COMPLY FULLY WITH THE FOLLOWING PROVISIONS:

ZERO TOLERANCE POLICY

HARASSMENT, DISCRIMINATION, ABUSE, OR ANY FORM OF INAPPROPRIATE CONDUCT IS STRICTLY PROHIBITED. THIS INCLUDES, BUT IS NOT LIMITED TO, CONDUCT BASED ON RACE, COLOR, RELIGION, GENDER, GENDER IDENTITY OR EXPRESSION, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, OR ANY OTHER PROTECTED CHARACTERISTIC.

PROHIBITED CONDUCT

THE FOLLOWING BEHAVIORS ARE EXPLICITLY FORBIDDEN:

VERBAL OR PHYSICAL THREATS, INTIMIDATION, STALKING, OR ENDANGERMENT.

OFFENSIVE OR DEROGATORY COMMENTS, GESTURES, OR MESSAGES.

ANY ACT THAT COMPROMISES THE SAFETY, DIGNITY, OR WELL-BEING OF OTHERS.

ENFORCEMENT AND SANCTIONS

ANY VIOLATION OF THIS CODE WILL RESULT IN IMMEDIATE DISCIPLINARY ACTION, UP TO AND INCLUDING:

PERMANENT SUSPENSION OR TERMINATION OF ACCESS TO OUR PLATFORM OR SERVICES.

REPORTING OF UNLAWFUL CONDUCT TO APPROPRIATE LEGAL AUTHORITIES.

FORFEITURE OF ANY RIGHTS, PRIVILEGES, OR BENEFITS ASSOCIATED WITH PARTICIPATION.

NON-NEGOTIABLE STANDARDS

RESPECTFUL AND PROFESSIONAL CONDUCT IS MANDATORY AT ALL TIMES. COMPLIANCE WITH THESE STANDARDS IS A CONDITION OF PARTICIPATION, ACCESS, OR AFFILIATION. CLAIMS OF IGNORANCE, INTENT, OR LACK OF AWARENESS SHALL NOT EXEMPT ANY PARTY FROM ENFORCEMENT.

NO EXCEPTIONS CLAUSE

THESE PROVISIONS ARE ENFORCED UNIFORMLY AND WITHOUT EXCEPTION. FAILURE TO ADHERE TO THIS CODE WILL NOT BE TOLERATED UNDER ANY CIRCUMSTANCES.

THIS CODE OF CONDUCT IS ISSUED TO FORMALLY NOTIFY ALL INDIVIDUALS (“PASSENGERS”) OF THEIR MANDATORY OBLIGATIONS WHILE USING MOBILITY SERVICES PROVIDED BY WORLD ECONOMIC MOBILITY LIMITED (“SERVICE PROVIDER”).

THE PRIMARY OBJECTIVE OF THIS CODE IS TO ENSURE THAT ALL MOBILITY ACTIVITIES ARE CONDUCTED IN A MANNER THAT ENSURES THE SAFETY, SECURITY, COMFORT, AND DIGNITY OF ALL PASSENGERS AND PERSONNEL.

BY ACCESSING, BOARDING, OR OTHERWISE UTILIZING THESE SERVICES, YOU ACKNOWLEDGE AND AGREE TO COMPLY WITH THE STANDARDS SET FORTH HEREIN. STRICT ADHERENCE TO THIS CODE IS A CONDITION OF CARRIAGE, AND ANY VIOLATION—REGARDLESS OF INTENT OR AWARENESS—MAY RESULT IN IMMEDIATE ENFORCEMENT ACTIONS, INCLUDING BUT NOT LIMITED TO DENIAL OF SERVICE, PERMANENT SUSPENSION OF ACCESS, AND REFERRAL TO LAW ENFORCEMENT AUTHORITIES WHERE APPLICABLE.

THIS CODE SHALL APPLY AT ALL TIMES DURING THE COURSE OF SERVICE USE, INCLUDING WHILE PRESENT IN VEHICLES, TERMINALS, WAITING AREAS, AND DURING INTERACTIONS WITH PERSONNEL OR OTHER PASSENGERS.

THE SERVICE PROVIDER HEREBY RESERVES THE ABSOLUTE AND UNILATERAL RIGHT TO IMMEDIATELY SUSPEND, RESTRICT, OR PERMANENTLY DEACTIVATE ANY PASSENGER ACCOUNT, SUBJECT TO PRIOR NOTICE OR LIABILITY, IN THE EVENT OF ANY ACTUAL, ATTEMPTED, OR SUSPECTED BREACH OF THIS CODE OF CONDUCT OR OTHER APPLICABLE TERMS OF USE.

IN ADDITION, WHERE A PASSENGER’S CONDUCT RESULTS IN DAMAGE TO PROPERTY, SOILING OF A VEHICLE, UNREASONABLE DISRUPTION, OR ANY OTHER ACT CAUSING LOSS, INCONVENIENCE, OR ADDITIONAL BURDEN TO A DRIVER OR THE SERVICE PROVIDER, THE PASSENGER SHALL BE LIABLE FOR THE FULL COST OF REMEDIATION. THE SERVICE PROVIDER IS AUTHORIZED TO ASSESS AND CHARGE A REASONABLE FEE TO THE PASSENGER’S REGISTERED PAYMENT METHOD, ON BEHALF OF THE DRIVER, WITHOUT FURTHER NOTICE OR CONSENT, AND RESERVES ALL RIGHTS TO PURSUE ADDITIONAL LEGAL REMEDIES AS PER GOVERNING LAW.

SUCH ENFORCEMENT MEASURES SHALL BE FINAL, BINDING, AND EXECUTED AT THE SOLE DISCRETION OF THE SERVICE PROVIDER, SUBJECT TO APPLICABLE LAW.

WEM’S MOBILITY STANDARD

1. SAFETY

TO ENSURE A SAFE JOURNEY:

BUCKLE UP–WEAR A SEATBELT AT ALL TIMES;

A FIRST AID MEDICAL KIT HAS BEEN PLACED IN EVERY WEM’S CAB.

WEM’S OWN SAFTEY DEVICE HAS ALSO BEEN PLACED IN THE CAB FOR PASSENGER SAFTEY

NEVER DISTRACT THE DRIVER–YOUR DRIVER NEEDS TO FOCUS ON THE ROAD SO YOU MUST REFRAIN FROM LOUD OR ERRATIC BEHAVIOUR THAT IS LIKELY TO BE DISTRACTING;

DO NOT TRAVEL WITH HAZARDOUS ARTICLES – THE DRIVER MAY REFUSE TO TRANSPORT ARTICLES THEY CONSIDER TO BE PROHIBITED, HAZARDOUS, INAPPROPRIATE, OR INCONVENIENT INCLUDING BUT NOT LIMITED TO ANY KIND OF WEAPON; AND

OBEY THE LAW – ABIDE BY THE LAW AT ALL TIMES AND DO NOT ENCOURAGE YOUR DRIVER TO BREAK THE LAW OR DISOBEY ROAD RULES. WORLD ECONOMIC MOBILITY LIMITED HAS NO TOLERANCE FOR VIOLATIONS OF THE LAW, SUCH AS POSSESSION OF PROHIBITED DRUGS, POSSESSING OPEN CONTAINERS OF ALCOHOL, CONSUMING ALCOHOL OR ASKING YOUR DRIVER TO EXCEED THE APPLICABLE SPEED LIMIT AS PER GOVERNING LAW

2. COMFORT

2.1 TO ENSURE THAT ALL PASSENGERS ENJOY A COMFORTABLE JOURNEY:

TAKE CARE WITH PROPERTY – BE SURE NOT TO DAMAGE A DRIVER'S PROPERTY OR THE PROPERTY OF ANOTHER PASSENGER, SUCH AS BY VANDALISING THE CAR OR VOMITING;

ECO FRIENDLY BAG FOR VOMITING AND DUSTBIN HAS ALREADY BEEN PLACED IN THE CAR FOR THE CONVENIENCE OF THE PASSENGERS.

(B) DO NOT SMOKE – SMOKING, VAPING AND THE USE OF E-CIGARETTES IN THE DRIVER'S VEHICLE IS PROHIBITED AT ALL TIMES;

(D) DO NOT MAKE A MESS AND ENSURE YOU TIDY UP AFTER YOURSELF – AVOID CARRYING OPEN FOOD AND DRINK CONTAINERS (WHICH CAN SPILL AND CREATE AN UNPLEASANT JOURNEY FOR SUBSEQUENT PASSENGERS) AND BE SURE TO TAKE ALL RUBBISH WITH YOU WHEN YOUR JOURNEY HAS COME TO AN END.

2.2 IF YOUR DRIVER SUFFERS LOSS FROM VEHICLE OR PROPERTY DAMAGE AS A RESULT OF YOUR BREACH OF ANY OF THE ABOVE PARAGRAPHS, YOU WILL BE FINANCIALLY RESPONSIBLE FOR THAT LOSS OR PROPERTY DAMAGE.

2.3 IF ANOTHER PASSENGER SUFFERS LOSS OR PROPERTY DAMAGE AS A RESULT OF YOUR BREACH OF ANY OF THE ABOVE PARAGRAPHS, YOU WILL BE FINANCIALLY RESPONSIBLE FOR THAT LOSS OR PROPERTY DAMAGE AS PER GOVERNING LAW MENTIONED IN SCHEDULE P4

3. RESPECT

3.1 TO ENSURE THAT YOU, FELLOW PASSENGERS AND DRIVERS ENJOY A MUTUALLY RESPECTFUL JOURNEY:

(A) BE ON TIME FOR YOUR RIDE – ALWAYS TRY TO BE ON TIME SO YOUR DRIVER AND OTHER PASSENGERS ARE NOT LEFT WAITING TO MAKE SURE OF NO UNRESONABLE DELAY;

BE COURTEOUS – TREAT YOUR DRIVER AND OTHER PASSENGERS AS YOU WOULD LIKE TO BE TREATED;

DO NOT BE INAPPROPRIATE – AVOID ALL INAPPROPRIATE BEHAVIOUR, SUCH AS ABUSIVE OR RUDE LANGUAGE OR GESTURES, SEXUAL INNUENDO AND ADVANCES, AND ANY DISRESPECTFUL OR AGGRESSIVE COMMENTS OR CONDUCT;

CONTACT DRIVER APPROPRIATELY – ONLY CONTACT DRIVERS THROUGH THE WEM APP AND ONLY FOR MATTERS RELATING TO YOUR JOURNEY, UNLESS YOU RECEIVE YOUR DRIVER'S EXPRESS CONSENT TO DO SO;

ADVISABLE TO AVOID PERSONAL CONTACT – FOR EVERYONE’S SAFETY, DO NOT COMMUNICATE WITH OTHER PASSENGERS OR USE OR RECORD ANY INFORMATION ABOUT THEM; OTHERWISE PASEENGERS WILL BE RESPONSIBLE FOR ANY MISUSE OF INFORMATION AND

(F) DO NOT HARASS OR DISCRIMINATE OTHERS – WE HAVE A ZERO TOLERANCE POLICY FOR DISCRIMINATORY LANGUAGE OR CONDUCT OF ANY KIND. DISCRIMINATION AGAINST DRIVERS OR OTHER PASSENGERS INCLUDES BUT IS NOT LIMITED TO DISCRIMINATION ON THE BASIS OF RACE, ETHNICITY, RELIGION, GENDER, SEXUAL ORIENTATION, DISABILITY, NATIONALITY AND AGE.

3.2 DRIVERS ON THE WEM DRIVER APP HAVE THE OPTION TO RATE PASSENGERS AT THE COMPLETION OF EACH JOURNEY AND MAY REPORT ANY PASSENGER BEHAVIOUR THAT CONTRAVENES THIS CODE OF CONDUCT. WE ASSESS EACH DRIVER REPORT OF PASSENGER MISCONDUCT TO DETERMINE THE MOST APPROPRIATE RESPONSE.

3.3 WE RESERVE THE RIGHT TO DEACTIVATE YOUR ACCOUNT AND REFUSE TO FACILITATE THE PROVISION OF SERVICES WHERE YOU FAIL TO COMPLY WITH THIS CODE OF CONDUCT.

REPORTING VIOLATIONS

IF YOU WITNESS OR EXPERIENCE ANY VIOLATIONS OF THIS CODE OF CONDUCT, PLEASE REPORT THE INCIDENT IMMEDIATELY. YOU CAN REPORT VIOLATIONS THROUGH OUR CUSTOMER SERVICE HOTLINE, EMAIL, WOMEN HELPLINE NUMBER, CHILD HELPLINE NUMBER 109, OR IN-APP REPORTING FEATURE.

ALL REPORTS WILL BE TAKEN SERIOUSLY AND INVESTIGATED PROMPTLY TO ENSURE THE SAFETY AND WELL-BEING OF ALL PASSENGERS AND DRIVER PARTNERS.

CONSEQUENCES FOR VIOLATIONS

VIOLATIONS OF THIS CODE OF CONDUCT MAY RESULT IN CONSEQUENCES, INCLUDING BUT NOT LIMITED TO:

TEMPORARY OR PERMANENT SUSPENSION OF YOUR ACCOUNT

REPORTING THE INCIDENT TO LOCAL AUTHORITIES

LEGAL ACTION, IF NECESSARY

ANY OR ALL ACTION WILL BE TAKEN AS PER GOVERNING LAW MENTIONED IN SCHEDULE P5 LIABLITY CLAUSE

DISPUTE RESOLUTION

IN THE EVENT OF A DISPUTE ARISING FROM A VIOLATION OF THIS CODE OF CONDUCT, WE ENCOURAGE PASSENGERS AND DRIVER PARTNERS TO RESOLVE THE MATTER AMICABLY. IF A RESOLUTION CANNOT BE REACHED, THE DISPUTE MAY BE ESCALATED TO OUR CUSTOMER SERVICE TEAM FOR MEDIATION. SHOULD MEDIATION FAIL, THE MATTER MAY BE REFERRED TO ARBITRATION OR LEGAL PROCEEDINGS, AS APPROPRIATE.

CONFIDENTIALITY.

WE ARE COMMITTED TO PROTECTING THE CONFIDENTIALITY OF ALL PASSENGERS AND DRIVER PARTNERS. ANY PERSONAL INFORMATION COLLECTED DURING THE REPORTING AND INVESTIGATION OF VIOLATIONS WILL BE HANDLED WITH THE UTMOST CARE AND DISCRETION. WE WILL NOT DISCLOSE ANY PERSONAL INFORMATION TO THIRD PARTIES WITHOUT YOUR CONSENT, EXCEPT AS REQUIRED BY LAW OR TO ENSURE THE SAFETY AND SECURITY OF ALL PARTIES INVOLVED.

PASSENGER FEEDBACK.

WE VALUE YOUR FEEDBACK AND ENCOURAGE YOU TO SHARE YOUR EXPERIENCES WITH US. YOUR FEEDBACK HELPS US IMPROVE OUR SERVICES AND ENSURE THAT WE CONTINUE TO PROVIDE A SAFE, SECURE, COMFORTABLE, RELIABLE, RESPECTFUL JOURNEY, NO CANCELLATION POLICY, NO CAR POOLING AND LAST MILE CONNECTVITY FOR ALL PASSENGERS

YOU CAN PROVIDE FEEDBACK THROUGH OUR CUSTOMER SERVICE HOTLINE, EMAIL, OR IN-APP FEEDBACK FEATURE.

ANY AND ALL DISPUTES ARISING FROM OR RELATED TO ANY BREACH OF THIS CODE OF CONDUCT SHALL BE RESOLVED STRICTLY IN ACCORDANCE WITH THE PROVISIONS SET OUT IN SCHEDULE OF THE WEM COMPLAINT HANDLING POLICY, WHICH IS HEREBY INCORPORATED BY REFERENCE AND IS AVAILABLE ON THE OFFICIAL WEM WEBSITE.

CANCELLATIONS

RIGHTS OF PASSENGERS:

1 RIGHT TO TRANSPARENT PRICING

WEM MUST DISPLAY FARE BREAKDOWN (BASE FARE, TAXES, ETC.) BEFORE CONFIRMING THE RIDE.

FINAL FARE SHOULD NOT EXCEED THE ESTIMATED FARE SHOWN AT THE TIME OF BOOKING, EXCEPT IN EXCEPTIONAL CASES.

EXCEPTIONAL CASES INCLUDES BUT NOT LIMITED TO CHANGE IN ROUTE BY PASSENGERS, ON DEMAND WAITING TIME, MORE STOPPAGE POINTS.

2. RIGHT TO TIMELY SERVICE

THE APP SHOULD SHOW APPROX ETA (ESTIMATED TIME OF ARRIVAL).

PASSENGERS HAVE THE RIGHT TO CANCEL RIDES WITHOUT PENALTY IF THE DRIVER:

DELAYS THE PICKUP UNREASONABLY,

REFUSES THE RIDE WITHOUT A VALID REASON.

3. RIGHT TO CHOOSE PAYMENT MODE

PASSENGERS CAN CHOOSE FROM MULTIPLE PAYMENT OPTIONS—DIGITAL WALLETS, NET BANKING, UPI, CARDS (DEBIT OR CREDIT CARDS), ETC.

4. RIGHT TO SAFETY

WEM MUST:

PROVIDE DRIVER DETAILS (PHOTO, NAME, VEHICLE NUMBER, ETC.) BEFORE THE RIDE.

OFFER SOS BUTTONS IN THE APP FOR EMERGENCIES.

ENSURE DRIVERS UNDERGO POLICE VERIFICATION AND TRAINING.

5. RIGHT TO REPORT MISCONDUCT OR OVERCHARGING

PASSENGERS CAN REPORT:

OVERCHARGING,

MISBEHAVIOR,

UNSAFE DRIVING,

ROUTE DEVIATIONS, ETC

WEM ARE REQUIRED TO HAVE A 24X7 CUSTOMER GRIEVANCE REDRESSAL MECHANISM.

6. RIGHT TO RIDE HISTORY & DATA PRIVACY

PASSENGERS CAN VIEW PREVIOUS TRIP DETAILS, INCLUDING FARE AND ROUTE.

PERSONAL DATA MUST BE PROTECTED AS PER INDIAN DATA PROTECTION RULES.

7. RIGHT TO SUPPORT & REDRESSAL

CAB APPS MUST OFFER:

IN-APP SUPPORT,

CUSTOMER CARE NUMBERS,

TIMELY GRIEVANCE REDRESSAL (WITHIN 15 DAYS AS PER GUIDELINES).

IN CASE OF UNRESOLVED ISSUES, PASSENGERS CAN ESCALATE TO:

LOCAL TRANSPORT AUTHORITY,

CONSUMER COURTS,

MINISTRY OF ROAD TRANSPORT,

LAW ENFORCEMENT AGENCY.

OBLIGATIONS OF PASSENGERS

YOU AGREE THAT WHEN YOU USE THE WEM APP YOU WILL:

(A) COMPLY WITH ALL APPLICABLE LAWS, REGULATIONS AND RULES;

(B) COMPLY WITH THESE TERMS, INCLUDING THE PASSENGER CODE OF CONDUCT AT SCHEDULE P1 OF THESE TERMS, AND ANY OTHER SCHEDULE OR ATTACHMENT TO THESE TERMS;

(C) COMPLY WITH OUR POLICIES AND PROCEDURES, INCLUDING OUR COMPLAINT HANDLING POLICY, PRIVACY POLICY AND ANTI-FRAUD POLICY.

(D) COMPLY WITH ANY RELEVANT TERMS AND CONDITIONS APPLICABLE TO YOUR USE OF THE WEM APP INCLUDING WITHOUT LIMITATION WEM’S PASSENGER SOFTWARE USE AND LICENCE AGREEMENT AND ANY PROMOTION OR DISCOUNT TERMS AND CONDITIONS;

(E) IF YOU ARRANGE A RIDE ON BEHALF OF SOMEONE ELSE, PROVIDE THE NAME, LOCATION, PHONE NUMBER AND OTHER INFORMATION ABOUT THAT PERSON SO THAT THEY CAN USE WEM’S SERVICES (AND BY PROVIDING THIS INFORMATION, YOU WARRANT THAT YOU HAVE OBTAINED THEIR CONSENT TO SHARE THAT INFORMATION WITH US);

(F) NOT USE IT TO ARRANGE A RIDE ON BEHALF OF SOMEONE WHO IS LESS THAN 18 YEARS OLD;

(G) NOT TRY TO DAMAGE WEM’S SERVICES OR THE WEM APP;

(H) NOT USE WEM’S SERVICES OR THE WEM APP TO DISRUPT THE NORMAL OPERATION OF A TELECOMMUNICATION NETWORK OR TECHNOLOGY INFRASTRUCTURE;

(I) COMPLY WITH ALL APPLICABLE SAFETY PROCEDURES REQUIRED BY LAW OR RECOMMENDED BY GOVERNMENTAL BODIES IN RECEIVING THE PASSENGER SERVICE.

(J) NOT USE IT FOR ANY ILLEGAL, FRAUDULENT, HARMFUL PURPOSE, OR OTHER PURPOSE THAT IS CONTRARY TO WEM'S GUIDELINES.

Passenger Code of Conduct