User Account & Service Framework Policy

2. UNIFIED USER ACCOUNT

A user may maintain a single Vleyr account through which the user may participate in different authorized capacities.

Depending on the applicable activity or service, the same account may be used to:

• Submit, manage, or request a service;
• Review, accept, and independently perform a service;
• Receive or provide information relating to a service;
• Participate in Pilot programs, testing, or other Platform activities;
• Access applicable Platform functions, communications, or workflows; and
• Participate in other activities supported and authorized by Vleyr.

Unless expressly permitted by Vleyr, an account is personal to the registered user and must not be transferred, sold, assigned, shared, or made available for use by another person.

A user is responsible for maintaining reasonable security over the user's account credentials and should promptly notify Vleyr of suspected unauthorized account access or compromise.

The availability of any particular function depends on the applicable service, account status, eligibility, permissions, verification, and other applicable requirements.

3. ACCOUNT AND PARTICIPATION ELIGIBILITY

Access to a Vleyr account, participation role, service, or Platform function may be subject to eligibility requirements established by Vleyr and applicable law.

Eligibility requirements may vary depending on the user's role, the service involved, the location in which the service is offered, applicable legal or insurance requirements, and the nature of the activity.

Depending on the applicable role or service, eligibility requirements may include:

• Minimum age requirements;
• Identity verification;
• Accurate and current contact information;
• Residency or geographic requirements;
• Acceptance of applicable agreements, policies, disclosures, and acknowledgements;
• Background screening or other eligibility screening;
• Driver's license or driving-history requirements where vehicle operation is expressly authorized by a separate service;
• Vehicle ownership, registration, insurance, or authorization requirements where applicable;
• Provider verification or qualification requirements;
• Payment or payout account requirements;
• Training, onboarding, or service-specific acknowledgement requirements; and
• Other requirements reasonably necessary for the applicable role, service, or Platform function.

Eligibility to maintain a Vleyr account does not automatically establish eligibility to participate as a Customer or Provider, access a particular service, or perform a particular activity.

Similarly, eligibility for one role or service does not establish eligibility for another role or service.

A user must continue to satisfy applicable eligibility requirements for as long as those requirements apply. If information or circumstances materially affecting eligibility change, the user must provide updated information when required by Vleyr or applicable law.

Vleyr may request information, documentation, verification, screening, or renewed confirmation reasonably necessary to determine or confirm eligibility.

Vleyr may deny, restrict, suspend, or discontinue access to a role, service, permission, or Platform function when applicable eligibility requirements are not satisfied, cannot reasonably be verified, or cease to be satisfied, subject to applicable agreements and law.

Users must not knowingly provide false, altered, fraudulent, misleading, or materially incomplete information for the purpose of establishing or maintaining eligibility.

Pilot-Specific Eligibility. Participants in the current Pilot must also satisfy the eligibility, verification, documentation, and participation requirements established for their applicable Pilot role. Pilot-specific eligibility requirements may supplement the general requirements described in this Policy and will be communicated through the applicable Pilot agreements, onboarding process, service requirements, or other Vleyr documentation.

4. CUSTOMER AND PROVIDER ROLES

A user generally acts as a Customer when submitting, managing, or receiving a service through the Platform.

A user generally acts as a Provider when voluntarily accepting and independently performing an available service request.

The same user may act as a Customer in one activity and a Provider in another activity using the same Vleyr account, provided the user satisfies the requirements applicable to each role and service.

The rights, responsibilities, eligibility requirements, permissions, restrictions, and applicable agreements depend on the capacity in which the user is participating and the particular service involved.

Authority granted in one role does not automatically provide authority in another role.

5. GENERAL SERVICE STANDARDS

Participation in Vleyr services is subject to general Platform requirements and any requirements applicable to the particular service.

General and service-specific standards may address matters including:

• Eligibility and participation requirements;
• Identity and account verification;
• Safety and lawful conduct;
• Service scope and authorized activities;
• Customer and Provider responsibilities;
• Communication and responsiveness;
• Access to property, vehicles, locations, information, or other assets;
• Handling and protection of property, keys, and access credentials;
• Vehicle, property, or service-condition requirements;
• Service performance, documentation, verification, and completion;
• Cancellations, interruptions, and changed circumstances;
• Incident reporting and escalation;
• Privacy and information handling;
• Fraud prevention and Platform security;
• Verification or qualification requirements;
• Payment, fees, refunds, or compensation, where applicable; and
• Other requirements reasonably related to the applicable service.

Individual services may have additional service-specific requirements, disclosures, acknowledgements, operating rules, qualifications, restrictions, or procedures.

Participation in one service does not automatically authorize participation in another service.

6. SERVICE AND PROVIDER AVAILABILITY

Service and Provider availability may vary based on location, neighborhood, service type, date, time, demand, Provider participation, eligibility, operational conditions, Platform functionality, safety conditions, legal requirements, and other applicable factors.

A Customer may be permitted to submit a request when Provider availability has not yet been confirmed.

Submission of a request does not guarantee that:

• A Provider will be available;
• A Provider will accept the request;
• An accepted Provider will remain able to perform the service;
• The service will begin or conclude at a particular time except as expressly provided; or
• The requested service will ultimately be completed.

Vleyr may communicate request, availability, acceptance, assignment, cancellation, completion, or other service-status information through the Platform.

Availability and service status may change as circumstances develop.

7. SERVICE CATEGORIES AND FUTURE SERVICES

Vleyr may offer different service categories through the Platform and may introduce additional services over time.

Each service may have its own scope, requirements, qualifications, permissions, safety standards, operating procedures, disclosures, insurance requirements, and acceptance requirements.

A service may be added, modified, limited, suspended, or discontinued as Vleyr develops its Platform and operating model.

The availability of a service in one location does not require that the same service be available elsewhere.

A reference to a future, contemplated, tested, or unavailable service does not authorize a Customer to request, or a Provider to perform, that service before Vleyr expressly activates it.

8. PARTICIPATION ROLES AND FUTURE CAPACITIES

Vleyr may support additional participation roles, permissions, service categories, verification processes, workflows, or other Platform capabilities.

A user may be required to satisfy additional eligibility, verification, agreement, insurance, licensing, qualification, training, or other requirements before accessing a particular role or service.

Vleyr may modify terminology used to describe roles or services, provided applicable substantive requirements remain governed by the relevant agreements and service requirements.

9. PLATFORM DEVELOPMENT AND FLEXIBILITY

Vleyr's Platform and operating model may change as they develop.

Vleyr may add, modify, combine, separate, rename, reorganize, restrict, replace, suspend, or discontinue Platform functions, services, workflows, account features, permissions, or other functionality, subject to applicable agreements and law.

This Policy does not require Vleyr to maintain a particular interface, technical implementation, workflow, feature, role structure, or service configuration.

10. PERMISSIONS AND ACCESS

Access to a Vleyr function may depend on the applicable activity, service requirements, eligibility, verification status, account status, security requirements, safety requirements, and other applicable conditions.

Permissions may be temporary, conditional, service-specific, workflow-specific, account-specific, or otherwise limited.

A user must not circumvent, bypass, manipulate, share, transfer, or misuse a permission or access control.

Access to a Platform function does not authorize access to another user's account, property, vehicle, information, service, or Platform functionality.

Vleyr may modify, limit, suspend, or remove permissions when reasonably necessary for Platform operation, safety, security, privacy, fraud prevention, legal or contractual compliance, insurance requirements, eligibility, or other legitimate operational purposes.

Access to a function does not create a permanent entitlement to that function.

11. ROLE-SPECIFIC REQUIREMENTS

Customer activity is subject to the requirements applicable to Customers and the particular service requested.

Provider activity is subject to the requirements applicable to Providers and the particular service accepted.

Additional agreements, terms, disclosures, confirmations, qualifications, verification requirements, background checks, insurance requirements, training, operating rules, or other conditions may apply depending on the applicable role or service.

Participation in one capacity does not eliminate requirements applicable to another capacity.

A user who does not satisfy the requirements for a particular role or service may be restricted from that role or service without necessarily being restricted from every other otherwise-permitted use of the Platform.

12. PROVIDER PARTICIPATION

Providers voluntarily determine whether to accept available service requests, subject to applicable eligibility and service requirements.

Vleyr does not guarantee any Provider a minimum number of requests, assignments, hours, earnings, compensation, or amount of work.

Maintaining Provider eligibility or access to the Platform does not, by itself, entitle a Provider to receive or accept any particular request.

Where payment functionality is activated, compensation, fees, payment processing, adjustments, and related matters are governed by the applicable agreements and payment terms.

13. NO AUTOMATIC CHANGE IN LEGAL RELATIONSHIP

A change in account role, participation capacity, permission, workflow, or Platform interface does not, by itself, establish or alter an employment, agency, partnership, joint venture, or other legal relationship.

Provider participation is subject to applicable Provider and Independent Contractor terms.

The legal relationship between the parties will be determined based on applicable agreements, the actual facts and circumstances, and applicable law.

14. ACCOUNT INFORMATION AND ACTIVITY RECORDS

Vleyr may maintain records reasonably related to Platform operation and participation, including:

• Account and role information;
• Customer requests;
• Provider acceptances;
• Service activity and status;
• Date and time records;
• Communications;
• Electronic acknowledgements and confirmations;
• Applicable agreement or policy versions;
• Verification and eligibility information;
• Service documentation and photographs;
• Incident reports;
• Payment and transaction information;
• Support and dispute records; and
• Other records reasonably related to Platform operation, safety, security, compliance, or services.

The Vleyr Privacy Policy governs Vleyr's collection, use, disclosure, retention, and handling of personal information.

A unified account does not mean that all information associated with an account is accessible through every role or function.

15. ROLE CHANGES AND EXISTING OBLIGATIONS

Changing roles, enabling or disabling a participation capacity, modifying permissions, or changing Platform functionality does not eliminate obligations arising from prior activity.

Applicable payment obligations, incident-reporting requirements, property-return obligations, confidentiality or privacy obligations, dispute processes, and other surviving obligations remain in effect as provided by applicable agreements and law.

Changing roles, disabling a role, ending a service, or closing an account does not eliminate obligations that survive under applicable agreements or law.

16. USER INTERFACE AND TECHNICAL IMPLEMENTATION

Vleyr may provide Platform functionality through websites, mobile applications, dashboards, notifications, communications, account settings, workflows, or other technical systems.

The interface, terminology, organization, presentation, and technical method used to provide Platform functionality may change over time.

Technical implementation does not, by itself, expand the scope of a service, alter applicable requirements, or determine the legal relationship between Vleyr and a Participant.

17. ADDITIONAL TERMS AND CONFIRMATIONS

Specific roles, services, features, or activities may require additional terms, disclosures, acknowledgements, confirmations, or requirements before participation.

These may include:

• Terms of Service;
• Pilot Participation Agreements;
• Customer or Provider terms;
• Independent Contractor Agreements;
• Service Acceptance Acknowledgements;
• Provider Disclosure & Confirmation Requirements;
• Vehicle Monitoring Rules;
• Safety Guidelines;
• Prohibited Conduct & Activities Policy;
• Incident Reporting & Escalation Procedures;
• Privacy and data-handling requirements;
• Verification or eligibility requirements;
• Payment terms;
• Service-specific operating requirements; or
• Other applicable Platform requirements.

A user may be required to review, acknowledge, or accept applicable requirements before accessing or participating in the relevant role, service, or function.

18. COMPLIANCE AND PLATFORM ADMINISTRATION

Vleyr may establish and administer Platform requirements to support applicable law, contractual obligations, safety, privacy, security, fraud prevention, insurance requirements, eligibility, operational needs, and proper functioning of the Platform.

When permitted by applicable agreements and law, Vleyr may:

• Request additional information or verification;
• Restrict a particular role, service, permission, or function;
• Temporarily suspend Platform access;
• Cancel or restrict an active or future service;
• Require renewed acknowledgement of applicable requirements;
• Review suspected misuse or unauthorized activity; or
• Terminate applicable Platform participation.

Platform administration will be conducted in accordance with applicable agreements and law.

19. NO EXPANSION OF AUTHORITY

Access to a role, feature, permission, workflow, account setting, request, or service does not provide authority beyond the activity for which that access is provided.

Users must comply with applicable permissions, instructions, agreements, service requirements, safety requirements, and law.

No Platform function authorizes a user to access another person's account, property, vehicle, information, location, or other asset beyond the authority specifically provided for the applicable activity.

For the current vehicle-monitoring Pilot, Platform access, vehicle access, Customer permission, possession of a key, or acceptance of a monitoring request does not authorize a Provider to operate or move the Customer's vehicle.

20. NO GUARANTEE OF FUTURE FUNCTIONALITY

Vleyr does not guarantee that a particular role, service, feature, workflow, interface, technology, or participation model will remain available.

Vleyr may test, modify, replace, expand, limit, suspend, or discontinue functionality, subject to applicable agreements and law.

21. ACCOUNT INFORMATION AND ACCURACY

Users must provide information that is accurate, current, and materially complete to the best of their knowledge when creating or maintaining an account, completing verification, requesting or accepting a service, reporting an incident, or otherwise interacting with the Platform.

Users must not knowingly:

• Create or maintain an account using a false identity;
• Impersonate another person;
• Provide materially false or misleading account, eligibility, service, vehicle, payment, or verification information;
• Misrepresent authority to request or perform a service;
• Use another person's account without authorization; or
• Circumvent an account restriction, suspension, verification requirement, or other Platform safeguard.

Users should promptly update material account information when it changes and remains relevant to Platform eligibility or an active service.

Vleyr may request additional information or verification when reasonably necessary to confirm identity, eligibility, authority, safety, security, fraud prevention, or compliance.

22. CUSTOMER AUTHORITY AND VEHICLE ELIGIBILITY

A Customer requesting a vehicle-related service represents that the Customer owns the vehicle or otherwise has lawful authority to request the applicable service involving the vehicle.

For the current vehicle-monitoring Pilot, the Customer is responsible for ensuring that the vehicle:

• Is lawfully registered;
• Maintains automobile insurance required by applicable law;
• Is legally present at the applicable service location at the beginning of the service, except for the parking restriction or condition the monitoring service is specifically intended to address;
• Is reasonably suitable for the requested monitoring service;
• Can be lawfully accessed by the Customer and, where applicable, the Provider; and
• Satisfies other applicable vehicle eligibility requirements established for the Pilot.

The Customer must not knowingly provide false, expired, altered, or materially misleading registration, insurance, ownership, authority, or vehicle information.

The Customer must promptly notify Vleyr when the Customer becomes aware that a vehicle no longer satisfies a material eligibility requirement applicable to an active or scheduled service.

Vleyr may decline, cancel, suspend, or discontinue a service involving a vehicle that does not satisfy applicable eligibility requirements.

23. VEHICLE CONDITION AND PRE-EXISTING DAMAGE

The Customer is responsible for providing materially accurate information concerning known vehicle conditions that may reasonably affect the requested service.

Before a service begins, the Customer should disclose known material:

• Pre-existing damage;
• Mechanical or electrical conditions affecting safe access or monitoring;
• Door, lock, window, alarm, or access-system problems;
• Material warning conditions;
• Vehicle modifications relevant to the service; and
• Other conditions reasonably likely to affect safe or proper performance.

Where required by applicable service procedures, Vleyr, the Customer, or Provider may document vehicle condition through photographs, timestamps, checklists, or other records.

Condition documentation is intended to assist with service administration and incident review and does not constitute a guarantee that every pre-existing condition or item of damage will be identified or documented.

The existence or absence of condition documentation does not, by itself, determine when damage occurred or who is responsible for it.

24. CUSTOMER SERVICE REQUESTS AND INSTRUCTIONS

Customers are responsible for providing accurate and materially complete information reasonably necessary for the requested service.

Depending on the service, this may include:

• Vehicle information;
• Service location;
• Requested date and time;
• Access instructions;
• Material vehicle-condition information;
• Service instructions;
• Relevant safety information; and
• Other information reasonably necessary to coordinate or perform the service.

A Customer must not instruct, pressure, encourage, or authorize a Provider to perform an activity that is unlawful, unsafe, unauthorized, prohibited by Vleyr requirements, or materially outside the accepted service.

During the current monitoring Pilot, a Customer must not request or authorize a Provider to move, drive, relocate, reposition, or transport the vehicle.

Customer permission alone does not expand the scope of a Vleyr service.

25. KEYS, ACCESS, AND CUSTOMER PROPERTY

When a service requires vehicle or property access, the Customer is responsible for providing lawful and reasonably functional access in accordance with applicable service requirements.

Customers should not provide access to areas, accounts, property, information, or systems that are unnecessary for the requested service.

Customers should remove or reasonably secure valuables, sensitive documents, medication, financial information, weapons, hazardous materials, irreplaceable property, and other items not reasonably necessary for the service.

Provision of a key, key fob, digital key, access code, or other access method authorizes only the access reasonably necessary for the accepted service and does not expand the Provider's authority beyond the applicable service scope.

Customers should promptly report a suspected lost, stolen, compromised, damaged, or unintentionally retained key or access credential through the applicable Vleyr process.

26. ACTIVE SERVICE COMMUNICATION

Customers and Providers should remain reasonably reachable during an active service when communication is reasonably necessary for safe and proper performance.

A Participant should promptly communicate a material change, access problem, inability to perform or receive the service, significant delay, safety concern, cancellation, or other circumstance that may materially affect an active service.

Failure to respond may result in delay, modification, cancellation, early completion, or other action permitted under applicable service requirements.

27. SERVICE COMPLETION AND RECORDS

A service may be subject to completion requirements established for the applicable service, including status confirmations, timestamps, photographs, access-return confirmation, incident reporting, or other documentation.

Users must not knowingly falsify, manipulate, or misrepresent service arrival, acceptance, performance, completion, cancellation, timing, documentation, or other service records.

A Platform indication that a service has been completed does not eliminate continuing obligations relating to Customer property, keys, access credentials, incidents, payments, disputes, confidentiality, privacy, or other obligations that survive completion.

28. INCIDENTS AND EMERGENCIES

Participants should report serious or material incidents arising in connection with a Vleyr service through the applicable reporting process.

When an immediate emergency or material threat to safety exists, Participants should first contact 911 or other appropriate emergency services when reasonably necessary.

Participants should not delay emergency assistance in order to contact Vleyr first.

Incident reporting, classification, review, escalation, and follow-up are governed by the applicable Vleyr Incident Reporting & Escalation Procedure and other applicable requirements.

29. ACCOUNT RESTRICTION, SUSPENSION, AND TERMINATION

Subject to applicable agreements and law, Vleyr may restrict, suspend, deactivate, or terminate an account, role, service, permission, or Platform function when reasonably necessary because of:

• Failure to satisfy applicable eligibility or verification requirements;
• Materially false or misleading information;
• Safety or security concerns;
• Fraud or suspected fraud;
• Unauthorized account or Platform activity;
• Material or repeated violations of applicable Vleyr requirements;
• Misuse of another person's property or information;
• Interference with incident, safety, fraud, or compliance reviews;
• Legal or regulatory requirements;
• Material payment or transaction issues;
• Material risk to Participants, third parties, Vleyr, or Platform integrity; or
• Other grounds permitted under applicable agreements or law.

Where appropriate, Vleyr may restrict only the affected role, service, or functionality rather than the entire account.

Vleyr may take reasonable interim action while a material safety, security, fraud, eligibility, or compliance matter is reviewed.

30. RELATIONSHIP TO OTHER VLEYR DOCUMENTS

This Policy should be read together with the Vleyr Terms of Service, Privacy Policy, applicable Customer and Provider agreements, Pilot Participation Agreements, Service Acceptance Acknowledgements, Vehicle Monitoring Rules, Safety Guidelines, Prohibited Conduct & Activities Policy, Lost & Found and Personal Property Procedure, Incident Reporting & Escalation Procedure, service-specific requirements, and other applicable Platform terms.

This Policy establishes a general account and service framework. Where a more specific agreement, acknowledgement, policy, procedure, or service requirement applies to a particular activity, the more specific requirement governs that activity to the extent permitted by applicable law.

Nothing in this Policy limits a right, obligation, protection, or requirement that cannot legally be limited or waived.

31. CHANGES TO THIS POLICY

Vleyr may update this Policy as its Platform, services, account structure, participation model, legal requirements, safety requirements, insurance requirements, or operating practices evolve.

Material changes may be communicated through the Platform or other reasonable means and may require renewed acknowledgement where appropriate.

Updated requirements will apply in accordance with applicable agreements and law.

32. CONTACT