Pilot Incident Reporting & Escalation Procedure

2. INCIDENTS THAT MUST OR SHOULD BE REPORTED

Participants must promptly report serious or material incidents arising in connection with a Vleyr service when reasonably practicable.

Incidents requiring prompt reporting include:

• ● Injury or a medical emergency;
• ● An immediate or significant safety concern;
• ● A collision or suspected collision;
• ● Vehicle damage or significant property damage;
• ● Theft, suspected theft, or intentional misappropriation;
• ● Unauthorized vehicle operation, movement, relocation, or use;
• ● Unauthorized access to a vehicle, property, account, location, or information;
• ● A lost, stolen, or compromised key, key fob, access credential, or similar item;
• ● Threats, violence, harassment, stalking, intimidation, or other serious misconduct;
• ● Police, fire, EMS, or other emergency-service involvement;
• ● Suspected fraud or material misrepresentation;
• ● Significant privacy, cybersecurity, or information-security concerns;
• ● A material dispute concerning a service, vehicle, property, payment, or Participant conduct;
• ● Significant interruption or inability to safely complete an accepted service;
• ● A material violation of Vleyr service requirements or the Prohibited Conduct & Activities Policy; or
• ● Any other circumstance that may materially affect Participant safety, a vehicle, property, personal information, Platform integrity, or Pilot operations.

Participants should also report other incidents when Vleyr's assistance, documentation, review, or operational intervention may reasonably be necessary.

Participants are not required to personally investigate or confront another person before reporting an incident.

3. IMMEDIATE SAFETY

When an immediate emergency or material safety threat exists, Participants should first take reasonable steps to protect themselves and others and move to a safe location when appropriate.

Participants should contact 911 or other appropriate emergency services when reasonably necessary.

Participants should not delay emergency medical assistance, fire response, law-enforcement assistance, or other emergency intervention in order to contact Vleyr first.

Participants are not required to pursue, confront, restrain, detain, or physically intervene with another person on Vleyr's behalf.

Vleyr should be notified as soon as reasonably practicable after immediate safety concerns have been addressed.

4. INITIAL REPORT TO VLEYR

An incident report should include, where reasonably available:

• ● Request or service ID;
• ● Date and approximate time of the incident;
• ● Location;
• ● Names or identifiers of Participants involved;
• ● A factual description of what occurred;
• ● The current status of the service;
• ● Whether anyone was injured or reported an injury;
• ● Whether a vehicle or other property was damaged;
• ● Whether unauthorized access, movement, theft, fraud, or other misconduct is suspected;
• ● Relevant photographs, videos, records, or screenshots;
• ● Relevant Participant or Platform communications;
• ● Whether police, fire, EMS, building personnel, security personnel, or another third party was contacted or responded;
• ● Any report, case, incident, or reference number provided by responding authorities, when available;
• ● Any immediate action already taken; and
• ● Any other information reasonably necessary to understand the incident.

Participants should provide factual information to the best of their knowledge and should distinguish known facts from assumptions, estimates, or information received from others.

A Participant should not delay an urgent report solely because all requested information is not yet available.

5. PRESERVATION OF RELEVANT INFORMATION

Participants should preserve reasonably available information that may be relevant to an incident, including:

• ● Photographs and videos;
• ● Participant communications;
• ● Request and acceptance records;
• ● Service timestamps;
• ● Vehicle or property condition information;
• ● Access information;
• ● Payment or transaction information relevant to the incident;
• ● Police, emergency-service, building, security, insurance, or third-party reports;
• ● Witness information; and
• ● Other relevant Platform or service records.

Participants must not knowingly fabricate, alter, manipulate, conceal, destroy, delete, or materially misrepresent information relevant to an incident.

Participants must not pressure another person to provide false information, conceal relevant facts, or interfere with reasonable preservation of incident-related information.

Preservation of information does not authorize a Participant to access, obtain, copy, record, or retain information the Participant is otherwise prohibited from accessing.

6. INITIAL VLEYR REVIEW

Following receipt of a material incident report, Vleyr may review reasonably available information relevant to the circumstances, including:

• ● Request and acceptance records;
• ● Applicable service information;
• ● Applicable terms, policies, requirements, and document versions in effect at the time of the incident;
• ● Participant communications;
• ● Photographs, videos, or other documentation;
• ● Vehicle or property condition records;
• ● Service timestamps and Platform activity;
• ● Payment or transaction information relevant to the incident;
• ● Participant statements;
• ● Incident reports;
• ● Emergency-service, law-enforcement, building, security, insurance, or third-party information when lawfully available; and
• ● Other reasonably available Platform or service information.

Vleyr may request additional information from affected Participants or appropriate third parties when reasonably necessary to evaluate the incident.

Vleyr may begin taking reasonable interim operational measures before the review is complete when necessary to address an immediate or material safety, security, fraud, privacy, property, legal, or operational concern.

7. INCIDENT CLASSIFICATION

For internal operational purposes, Vleyr may classify reported incidents according to the nature, severity, urgency, and potential impact of the circumstances.

Tier 1 — Emergency

A Tier 1 incident involves an immediate or reasonably suspected threat to life, physical safety, or another circumstance requiring urgent emergency response or immediate management attention.

Examples may include:

• ● Serious injury or medical emergency;
• ● An unresponsive person;
• ● Fire or another immediate hazardous condition;
• ● Assault, active violence, or a credible threat of imminent violence;
• ● A person believed to be in immediate physical danger;
• ● A vehicle or service condition creating an immediate danger to persons or property; or
• ● Another circumstance requiring immediate safety intervention.

Response Priority: Immediate.

Participants should contact 911 or other appropriate emergency services when reasonably necessary. Vleyr should be notified as soon as reasonably practicable after immediate safety concerns have been addressed.

Tier 2 — High Severity

A Tier 2 incident does not appear to present an immediate life-threatening emergency but involves a serious safety, vehicle, property, access, fraud, privacy, security, or misconduct concern requiring prompt management review.

Examples may include:

• ● Suspected theft or intentional misappropriation of significant property;
• ● Significant vehicle or property damage;
• ● Unauthorized vehicle operation, movement, relocation, or use;
• ● Unauthorized access to a vehicle, property, account, location, or sensitive information;
• ● A lost, stolen, or compromised vehicle key, key fob, or material access credential;
• ● Physical altercation without apparent serious injury;
• ● Serious harassment, intimidation, or threats not presenting an immediate active danger;
• ● Significant fraud or material misrepresentation;
• ● Significant privacy or information-security concerns;
• ● Law-enforcement involvement not arising from an immediate emergency; or
• ● Another circumstance presenting a material safety, property, security, legal, or operational risk.

Response Priority: Prompt escalation and management review.

Tier 3 — Standard Incident

A Tier 3 incident does not present an apparent immediate danger or high-severity risk but requires documentation, review, support, or operational follow-up.

Examples may include:

• ● Minor property damage;
• ● A lost or misplaced item not presenting a significant safety or security concern;
• ● A non-violent Participant dispute;
• ● A service-related complaint;
• ● A minor access or communication issue;
• ● A service interruption or non-completion not involving an immediate safety concern;
• ● A minor alleged violation of service requirements; or
• ● Another incident appropriate for standard review and follow-up.

Response Priority: Standard operational review and follow-up based on the circumstances.

The examples above are illustrative and not exhaustive.

An incident may be upgraded or downgraded as additional information becomes available or circumstances change.

Multiple issues arising from the same event may be handled under the highest applicable tier.

Incident classification is an internal operational tool and does not, by itself, determine legal fault, responsibility, liability, criminal conduct, insurance coverage, or whether a Participant violated a Vleyr requirement.

8. DECISION-MAKING PRINCIPLES

When reviewing or responding to an incident, Vleyr may consider:

• ● Immediate and ongoing safety;
• ● Applicable law and legal obligations;
• ● The scope of the accepted service;
• ● Applicable Vleyr agreements, policies, and service requirements;
• ● The seriousness and credibility of the reported conduct;
• ● Accuracy, consistency, and reliability of available information;
• ● Severity and likelihood of actual or potential harm;
• ● Vehicle, property, privacy, security, and fraud risks;
• ● The interests and safety of affected Participants;
• ● Whether additional information is reasonably necessary;
• ● Whether continued service or Platform participation presents a material risk;
• ● Whether temporary restrictions are appropriate while a review continues;
• ● Proportionality of the proposed response;
• ● Consistency with reasonably comparable prior circumstances; and
• ● The least disruptive reasonable response that adequately addresses the identified risk.

No single consideration is necessarily determinative, and the appropriate response may depend on the specific facts and circumstances of the incident.

9. NO AUTOMATIC FINDING OF FAULT

A report, allegation, complaint, temporary restriction, service cancellation, suspension, or other interim action does not, by itself, establish that a Participant violated a Vleyr requirement or is legally responsible for an incident.

Vleyr should not treat an allegation as proof of misconduct, fault, or liability.

Where circumstances are disputed, Vleyr may document competing accounts, preserve relevant information, request additional information, and take reasonable interim measures while the matter is reviewed.

Vleyr may be unable to make a definitive determination where available information is incomplete, conflicting, unavailable, or otherwise insufficient.

An internal incident review is not intended to determine criminal guilt, civil liability, insurance coverage, or another matter reserved for an appropriate authority, insurer, court, or other process.

10. PARTICIPANT COMMUNICATION

Where appropriate, Vleyr may communicate with affected Participants concerning:

• ● Confirmation that an incident report was received;
• ● Whether an active service has been paused, modified, reassigned, or cancelled;
• ● Whether additional information or documentation is requested;
• ● Immediate safety or operational instructions;
• ● Temporary Platform or service restrictions;
• ● Whether additional follow-up is expected; and
• ● The status or closure of an operational review when appropriate.

Vleyr may limit information disclosed to a Participant when necessary to protect another person's privacy, safety, security, legal interests, confidential information, investigation integrity, or other legitimate interests.

Vleyr is not required to provide one Participant with another Participant's confidential information, complete statements, internal records, internal deliberations, or other information that Vleyr is not required or permitted to disclose.

Participants should not interpret limited disclosure as evidence that no action was taken.

11. FOLLOW-UP AND RESPONSE

Depending on the nature and circumstances of an incident, Vleyr may:

• ● Close the incident without additional action;
• ● Request additional information or documentation;
• ● Correct or address an operational issue;
• ● Provide safety or operational instructions;
• ● Modify, pause, reassign, or cancel a service request;
• ● Issue a warning or notice concerning applicable requirements;
• ● Restrict particular Platform functions or services;
• ● Temporarily suspend participation;
• ● Terminate participation where permitted by applicable agreements and law;
• ● Preserve relevant records;
• ● Refer a matter to an insurer, payment processor, professional adviser, law-enforcement agency, emergency service, regulatory authority, building or property representative, or another appropriate third party when permitted or required;
• ● Cooperate with a lawful request or applicable legal process; or
• ● Take another lawful and reasonable action necessary to address a safety, security, fraud, vehicle, property, privacy, legal, or operational concern.

Vleyr may take immediate interim action before completing a full incident review when Vleyr reasonably determines that such action is necessary to address a material risk.

Interim action may later be modified, continued, or removed as additional information becomes available.

12. CONSISTENCY

Vleyr should seek to handle reasonably comparable incidents consistently while allowing appropriate consideration of materially different facts, risks, service types, Participant histories, available information, and other relevant circumstances.

Consistency does not require identical outcomes where incidents differ in severity, evidence, context, safety concerns, prior conduct, or other material respects.

13. NO GUARANTEED OUTCOME

This Procedure does not guarantee that Vleyr will be able to determine exactly what occurred, identify responsibility, recover property, resolve every dispute, or produce a particular outcome from an incident review.

Incident review and operational action may depend on the quality and availability of information, Participant cooperation, applicable agreements, legal requirements, insurance processes, third-party involvement, and other circumstances.

This Procedure does not replace emergency services, law enforcement, insurance claims, payment-dispute processes, regulatory processes, legal remedies, or other procedures that may apply to a particular incident.

14. COOPERATION WITH INCIDENT REVIEW

Participants involved in a material incident should reasonably cooperate with Vleyr's incident review when requested and should provide reasonably available information relevant to the matter.

Participants must not knowingly:

• ● Provide materially false or misleading information;
• ● Fabricate, alter, conceal, or destroy relevant information;
• ● Pressure another person to provide false information;
• ● Retaliate against a person for making a good-faith report;
• ● Attempt to improperly influence another Participant's account of an incident; or
• ● Interfere with a legitimate Vleyr incident review.

Nothing in this Section requires a Participant to waive a legal right or provide information the Participant is prohibited by law from providing.

15. RELATIONSHIP TO OTHER VLEYR REQUIREMENTS

This Procedure supplements the Vleyr Terms of Service, applicable Pilot agreements, Safety Guidelines, Prohibited Conduct & Activities Policy, Vehicle Monitoring Rules, Lost & Found and Personal Property Procedure, service-specific requirements, and other applicable Platform policies and agreements.

More specific requirements concerning safety, vehicles, property, access, privacy, security, reporting, Participant conduct, or a particular service may apply to specific incidents.

This Procedure does not expand the scope of any service or authorize conduct that would otherwise be prohibited.

16. UPDATES

Vleyr may update this Procedure as the Pilot develops, services or Platform functionality change, or safety, security, legal, insurance, privacy, fraud-prevention, or operational requirements evolve.

Material changes affecting Participant responsibilities may be communicated through the Platform or other reasonable means and may require renewed acknowledgment where appropriate.

Updated requirements will apply in accordance with applicable Vleyr agreements, Platform processes, and law.