Passenger Agreement for PickMe NOW

Introduction
Welcome to PickMe NOW (“we,” “our,” “us”). This Passenger Agreement (“Agreement”) outlines the terms and conditions governing your use of our rideshare, food delivery, and parcel delivery services (“Services”). By accessing or using our platform, you (“Passenger,” “Customer,” “you”) agree to comply with this Agreement, which aligns with relevant Australian laws, including the Competition and Consumer Acts.

1. Account Registration
To access PickMe NOW Services, you must:
• Provide Accurate Information: Ensure that your name, contact details, payment method, and other personal information are complete and accurate.
• Age Requirements: Be at least 18 years old. If you are younger, parental or guardian consent is required to use the Services.
• Account Security: Keep your login credentials secure and confidential. Notify PickMe NOW immediately if you suspect unauthorized access to your account.
• Multiple Accounts: Maintain only one account unless explicitly permitted by PickMe NOW.

2. Use of Services
By using our Services, you agree to:
• Accurate Requests: Enter correct pickup and drop-off details for rides, deliveries, or parcels.
• Appropriate Conduct: Treat drivers, delivery personnel, and other passengers with respect and courtesy.
• Safety Compliance: Follow road safety rules, including wearing seat belts and complying with driver instructions during rides.
• Legitimate Use: Avoid using the Services for unlawful activities, fraud, or misconduct.

3. Payment and Fees
• Payment Obligation: You are responsible for paying the fare (including applicable government Levy/Tax), delivery fees, and any additional charges (e.g., tolls, surcharges) displayed on the app.
• Automatic Processing: Payments will be processed automatically via your linked payment method upon completion of each service.
• Payment Hold: PickMe NOW’s payment gateway (Stripe) may place a temporary hold on the fare at the time of booking.
• Failed Payments: If a payment fails, you agree to promptly update your payment details and settle any outstanding amounts.
• Cancellation Fees: You may cancel a trip within 3 minutes of booking at no charge. If canceled after 3 minutes, a cancellation fee of AUD $8 will apply.
• Cleaning Fee: A cleaning fee of AUD $280 applies if the passenger causes mess inside the vehicle, such as vomiting.
• Lost Property Return Fee: A fixed fee of AUD $20 applies for the retrieval and return of lost items.
• Waiting Time Charges – Passenger Services: If the driver arrives for a passenger pickup (PickMe Now, PickMe Later, PickMe Mate) and waits beyond 2 minutes, you will be charged AUD $0.60 per additional minute. The same charge applies if you add multiple stops to your ride and exceed 2 minutes at any stop.
• Waiting Time Charges – Delivery Services: For delivery pickups (PickMe Eats, PickMe Parcel, PickMe Collect), the driver will wait a maximum of 2 minutes at the pickup location. If the delivery item is not handed over within this time, a charge of AUD $0.60 per minute applies. Please ensure your items are ready before booking.

4. Cancellation and Refund Policy
• Cancellation by You: You may cancel a service request before the driver or delivery personnel arrives. If canceled after 3 minutes, cancellation fees may apply.
• Refunds: Refunds for service disputes (e.g., incomplete trips or incorrect deliveries) are evaluated on a case-by-case basis. Contact PickMe NOW support to initiate a claim.
• No-Show Policy: If you (passenger/customer) are not present at the pickup location, or if the delivery item is not ready within the designated time (5 minutes), the driver may cancel the service, and a no-show fee of AUD $8 may be charged.

5.Conduct During Rides
Passengers are required to:
• Respect the Driver and Vehicle: Avoid causing damage, leaving excessive mess, or behaving disruptively during the ride.
• Follow Local Laws: Refrain from smoking, consuming alcohol, or engaging in illegal activities during the trip.
• Use Seat Belts: Wear seat belts at all times for safety.
• Personal Belongings: Keep your belongings secure. PickMe NOW is not responsible for lost or damaged items left in vehicles.

6. Delivery of Food and Parcels
For deliveries, you agree to:
• Accurate Information: Provide correct delivery details, including name, contact information, and address.
• Timely Availability: Be available to hand over or receive the delivery within 2 minutes of the driver’s arrival.
• Preparedness: Only book deliveries when the food or parcel is ready for immediate pickup.
• Inspection: Inspect food or parcel deliveries upon receipt and report any issues immediately.

7.Prohibited Activities

You must not use PickMe NOW Services to:
• Transport Illegal Items: This includes drugs, weapons, hazardous materials, or any goods prohibited by Australian law.
• Engage in Fraud: Avoid creating fake accounts, providing false information, or engaging in payment fraud.
• Harass or Abuse: Refrain from abusive, threatening, or harassing behavior toward drivers, delivery personnel, or other passengers.

8. Lost and Found Policy
• Reporting Lost Items: Contact PickMe NOW support promptly if you believe you left an item in a vehicle.
• Retrieval Fees: A nominal fee of AUD $20 applies for retrieving and returning lost items.
• No Liability: PickMe NOW and its drivers are not liable for the loss or damage of personal belongings.

9. Service Interruptions
PickMe NOW strives to ensure uninterrupted service but does not guarantee availability. Service disruptions may occur due to:
• Network or system outages.
• Traffic conditions, weather, or other unforeseen events.
• Driver availability constraints.

10. Incident Reporting and Liability
• Reporting: You must report any accidents, injuries, or inappropriate incidents during a ride or delivery to PickMe NOW support.
• Liability Disclaimer: PickMe NOW is not liable for incidents arising from the actions of the driver, including accidents, injuries, or misconduct.
• Regulatory Cooperation: Upon notification, PickMe NOW will make reasonable efforts to assist with regulatory bodies in resolving the matter.

11. Dispute Resolution
If you encounter issues, you agree to:
• Contact Support: Raise complaints or disputes with PickMe NOW support first for investigation and resolution.
• Amicable Negotiation: Attempt to resolve disputes in good faith before pursuing other remedies.
• Binding Arbitration: Unresolved disputes may be subject to arbitration or mediation, as permitted by Australian law.

12.Privacy and Data Protection
• Personal Information: Your data is collected and processed in accordance with PickMe NOW’s Privacy Policy.
• Purpose of Data Use: Data is used solely for service-related purposes, such as improving user experience and ensuring safety.

• Third-Party Sharing: Personal information may be shared with trusted third-party service providers, such as app developers, outsourced call center agents, or technology partners, solely to the extent necessary to operate, support, or improve PickMe NOW services. These parties are contractually obligated to maintain confidentiality and comply with relevant data protection laws. We do not sell or share personal data for marketing purposes. Information may also be disclosed if required by law.

• Your Rights: You may request access to, correction of, or deletion of your personal data at any time.

13. Account Suspension and Termination
PickMe NOW reserves the right to suspend or terminate your account for:
• Breach of Agreement: Violations of these terms or applicable laws.
• Abusive Conduct: Harassment, fraud, or inappropriate behavior toward drivers, delivery personnel, or other users.
• Non-Payment: Failure to pay for services rendered.
You may terminate your account at any time by contacting PickMe NOW support.

14. Updates to the Agreement
PickMe NOW may amend this Agreement periodically. Notifications of updates will be provided through the app or email. Continued use of the platform constitutes acceptance of the revised terms.

15. Governing Law
This Agreement is governed by Australian law and subject to the jurisdiction of courts in your state or territory.

16. Limitation of Liability
To the extent permitted by law, PickMe NOW is not liable for any indirect, incidental, special, or consequential damages arising out of or in connection with your use of our Services.
Our liability for breach of any condition or warranty implied by law that cannot be lawfully excluded is limited, at our option, to the supply of the services again or the payment of the cost of having the services supplied again.
In all other cases, our liability is limited to the total amount paid by you for the disputed service.

17. Acknowledgment
By creating an account and using PickMe NOW Services, you acknowledge that you have read, understood, and agree to the terms of this Agreement.

Contact Information
For assistance or inquiries, contact us:
PickMe NOW Passenger Support
Email: info@pickmenow.au
Phone: 1300 217 575