Dispute Resolution

Three-Step Resolution Process

1. Scope of This Policy

This Dispute Resolution Policy governs disputes between:

- Renters and Operators arising from rental transactions - Renters and Drive Connect arising from platform operations - Operators and Drive Connect arising from platform operations

This policy does not govern disputes between Drive Connect and Drive Protection Inc. regarding Protection Plan coverage. Those disputes are governed by the agreement between Drive Connect and Drive Protection Inc.

2. Step 1 — Internal Review

Before initiating formal dispute resolution, parties must attempt to resolve disputes through Drive Connect's internal review process.

TO INITIATE INTERNAL REVIEW: 1. Submit a dispute request through the Drive Connect platform or by emailing disputes@driveconnect.com 2. Provide a written description of the dispute and supporting documentation 3. Drive Connect will acknowledge receipt within 24 hours 4. Drive Connect will review documentation and contact both parties within 3 business days 5. Drive Connect will issue a resolution recommendation within 5 business days

Drive Connect's internal review recommendation is not binding. Either party may proceed to formal mediation if they do not accept the recommendation.

3. Step 2 — Formal Mediation

If internal review does not resolve the dispute, either party may request formal mediation within 30 days of the internal review recommendation.

MEDIATION PROCESS: - A neutral mediator is selected from Drive Connect's panel of approved mediators - Mediation is conducted via video conference or in-person in Hillsborough County, Florida - Each party presents their position and supporting documentation - The mediator facilitates negotiation toward a mutually acceptable resolution - Mediation is non-binding — the mediator cannot impose a resolution

Mediation costs are shared equally between the parties unless otherwise agreed. Mediation must be completed within 45 days of the request.

4. Step 3 — Binding Arbitration

If mediation does not resolve the dispute, the dispute proceeds to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules.

ARBITRATION RULES: - Arbitration is conducted on an individual basis - Class action arbitration is not permitted - The arbitrator's decision is final and binding - Arbitration is conducted in Hillsborough County, Florida (or via video conference for claims under $10,000) - The prevailing party may be awarded reasonable attorneys' fees at the arbitrator's discretion

AAA Consumer Arbitration Rules are available at www.adr.org. Filing fees are governed by AAA rules.

5. Class Action Waiver

BY USING THE DRIVE CONNECT PLATFORM, YOU WAIVE YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION AGAINST DRIVE CONNECT.

All disputes must be resolved on an individual basis. You may not bring a claim as a class representative, class member, or in a representative capacity.

This class action waiver is a material term of the Drive Connect Terms of Service. If this waiver is found unenforceable, the arbitration agreement shall be void.

6. Exceptions to Arbitration

The following disputes are not subject to binding arbitration:

- Claims for injunctive or equitable relief to prevent irreparable harm - Intellectual property disputes - Claims that may be brought in small claims court - Disputes involving Drive Connect's right to collect unpaid fees

Either party may seek emergency injunctive relief from a court of competent jurisdiction without first completing the internal review and mediation steps.

7. Governing Law and Venue

This Dispute Resolution Policy is governed by the Federal Arbitration Act and the laws of the State of Florida. Any court proceedings permitted under this policy shall be conducted in Hillsborough County, Florida.

8. Contact for Disputes

To initiate the dispute resolution process, contact Drive Connect at:

Email: disputes@driveconnect.com Mail: Drive Connect Dispute Resolution, [Address], Tampa, FL

Include your account information, booking reference number, and a description of the dispute.

Related Legal Documents