RAJLO Rider Cancellation, Conduct & Liability Policy
Welcome to RAJLO — Jamaica’s First Cashless Transportation Platform.
This Rider Cancellation, Conduct & Liability Policy (“Policy”) governs the use of the RAJLO platform, mobile applications, services, payment systems, and related technologies within Jamaica. By creating an account, requesting transportation services, or using the RAJLO platform, riders agree to comply with this Policy and all applicable Jamaican laws and regulations.
1. Platform Disclaimer & Independent Driver Status
1.1 Technology Platform Only
RAJLO is a technology marketplace platform that connects riders with independent third-party transportation providers.
RAJLO:
- Does not own, lease, or operate vehicles
- Does not employ drivers
- Does not directly provide transportation services
- Does not control driver behavior, routes, or driving decisions
- Does not guarantee ride availability, timing, or uninterrupted service
- All transportation services are independently provided by third-party drivers.
1.2 Independent Contractor Relationship
Drivers using the RAJLO platform are independent contractors and are not employees, agents, representatives, joint venturers, or partners of RAJLO.
Drivers are solely responsible for:
- Vehicle operation
- Driver conduct
- Passenger interactions
- Vehicle maintenance
- Licensing and insurance
- Compliance with Jamaican laws and Transport Authority regulations
- Taxes, permits, and operational expenses
1.3 Assumption of Risk
By using the RAJLO platform, riders acknowledge that transportation services involve inherent risks, including but not limited to:
- Traffic accidents
- Vehicle malfunctions
- Criminal acts
- Driver negligence
- Road hazards
- Weather conditions
- Delays
- Technical failures
- Riders voluntarily assume all risks associated with using third-party transportation services.
2. RAJLO Services
RAJLO currently offers the following transportation categories:
2.1 RAJLO Private Ride
A private on-demand transportation service connecting riders with independent drivers for direct trips.
2.2 RAJLO Route
A route-based transportation service operating on established Jamaican taxi routes and fare structures.
RAJLO reserves the right to add, remove, or modify services at any time.
3. Rider Cancellation Policy
3.1 Free Cancellation Window
Riders may cancel a trip within a limited grace period after booking without incurring a cancellation fee.
The grace period may vary depending on:
- Driver proximity
- Traffic conditions
- Platform activity
- Service type
3.2 Cancellation Fees
A cancellation fee may apply if:
- A driver has accepted the trip
- The driver is traveling toward the pickup location
- The driver has arrived at the pickup location
- The rider causes unreasonable delays
- The rider fails to appear
- The rider cannot be contacted
Cancellation fees may vary based on:
- Distance traveled by the driver
- Driver wait time
- Service category
- Time and demand conditions
- Geographic location within Jamaica
3.3 No-Show Fees
If a rider fails to enter the vehicle within the designated waiting period, the trip may be canceled and a no-show fee may apply.
Estimated waiting standards may include:
- RAJLO Route: Limited or no waiting period may apply
- RAJLO Private Ride: Approx. 5–7 minutes depending on location and traffic conditions
- RAJLO reserves the right to modify waiting periods at any time.
3.4 Repeat Cancellations
Excessive, abusive, or fraudulent cancellations may result in:
- Temporary ride restrictions
- Additional verification requirements
- Reduced platform access
- Temporary suspension
- Permanent account deactivation
- RAJLO may review cancellation patterns at its sole discretion.
4. Rider Conduct & Community Standards
4.1 Respectful Conduct
Riders must treat drivers, support staff, and other users respectfully and professionally.
The following behavior is strictly prohibited:
- Harassment or intimidation
- Threats or violence
- Sexual misconduct
- Discrimination or hate speech
- Verbal abuse
- Illegal drug use
- Open alcohol consumption where prohibited
- Possession of illegal weapons or contraband
- Fraudulent activity
- Any unlawful conduct
4.2 Vehicle Damage & Cleaning Fees
Riders are financially responsible for any:
- Vehicle damage
- Vandalism
- Excessive mess
- Smoke contamination
- Bodily fluid cleanup
- Property destruction
- RAJLO may charge the rider’s payment method for verified cleaning, repair, or damage costs where permitted by law.
5. Pickup Responsibilities
5.1 Accurate Information
Riders are responsible for providing:
- Accurate pickup and drop-off locations
- Correct phone numbers
- Clear pickup instructions when necessary
- Accurate passenger information
- Drivers and RAJLO are not responsible for delays caused by incorrect rider information.
5.2 Safe Pickup Locations
Riders must select pickup and drop-off locations that are reasonably safe and legally accessible.
Drivers may refuse unsafe, unlawful, or inaccessible pickup requests.
6. Safety Responsibilities
6.1 Passenger Safety Obligations
Riders are expected to:
- Wear seatbelts where available
- Follow reasonable driver instructions
- Enter and exit vehicles safely
- Avoid distracting the driver
- Follow Jamaican road safety laws
6.2 Emergency Situations
In emergencies involving:
- Accidents
- Medical emergencies
- Assaults
- Threats
- Criminal activity
- riders should immediately contact Jamaican emergency services.
- RAJLO may provide limited platform assistance but is not responsible for emergency response outcomes.
7. Cashless Payment Policy
7.1 Cashless Platform
RAJLO operates as a fully cashless transportation platform.
By using the platform, riders agree that:
- All payments are processed electronically
- Valid payment methods must remain active
- Outstanding balances may restrict account access
- Fees may be automatically charged to the rider’s saved payment method
7.2 Fare Estimates
Displayed fares are estimates only and may change due to:
- Traffic conditions
- Route changes
- Wait times
- Mapping recalculations
- Toll charges
- Technical adjustments
- GPS inaccuracies
- Final fares are determined by RAJLO’s pricing systems upon trip completion.
8. Lost & Stolen Property
8.1 Rider Responsibility
Riders are solely responsible for their personal belongings.
RAJLO is not responsible for:
- Lost property
- Stolen items
- Damaged belongings
- Unclaimed items left in vehicles
8.2 Recovery Assistance
RAJLO may attempt to facilitate communication between riders and drivers regarding lost items but does not guarantee item recovery.
9. Technical Services Disclaimer
9.1 Platform Availability
RAJLO does not guarantee uninterrupted or error-free operation of:
- Mobile applications
- GPS systems
- Payment processing
- Messaging services
- Notifications
- Mobile networks
- Mapping systems
- Temporary outages, delays, bugs, or technical failures may occur.
9.2 No Warranty
The RAJLO platform is provided “as is” and “as available” without warranties of any kind, express or implied.
10. Fraud Prevention & Enforcement
RAJLO reserves the right to investigate:
- Fraudulent chargebacks
- Fake bookings
- False complaints
- Abuse of promotions
- Referral fraud
- Payment fraud
- Threatening behavior
- Manipulation of fares or routes
- Multiple fraudulent accounts
- RAJLO may suspend or permanently deactivate accounts at its sole discretion.
11. Limitation of Liability
To the fullest extent permitted under Jamaican law:
RAJLO, its owners, affiliates, directors, officers, employees, contractors, partners, licensors, and service providers shall not be liable for:
- Personal injury
- Death
- Property damage
- Emotional distress
- Financial loss
- Lost profits
- Delays
- Missed appointments
- Criminal acts
- Vehicle accidents
- Driver negligence
- Passenger misconduct
- Technical outages
- GPS inaccuracies
- Data loss
- Third-party disputes
- Service interruptions
- Acts of God or force majeure events
- Riders use the platform entirely at their own risk.
12. Indemnification
Riders agree to defend, indemnify, and hold harmless RAJLO and its affiliates from any claims, liabilities, damages, losses, legal fees, or expenses arising from:
- Rider misconduct
- Violations of this Policy
- Violations of Jamaican law
- Damage caused to drivers or third parties
- Unauthorized account activity
- Fraudulent behavior
13. Account Suspension & Termination
RAJLO reserves the right to suspend, restrict, or permanently terminate rider accounts at any time for:
- Policy violations
- Safety concerns
- Fraudulent activity
- Abusive conduct
- Payment issues
- Legal or regulatory compliance concerns
- RAJLO may take action without prior notice where necessary to protect platform integrity or user safety.
14. Policy Updates
RAJLO reserves the right to modify or update this Policy at any time without prior notice.
Continued use of the platform following any updates constitutes acceptance of the revised Policy.
15. Governing Law
This Policy shall be governed by and interpreted in accordance with the laws of Jamaica.
Any disputes arising from the use of the RAJLO platform shall be subject to the jurisdiction of the courts of Jamaica.
16. Rider Acknowledgment
By using the RAJLO platform, riders acknowledge and agree that they:
- Have read and understood this Policy
- Accept all risks associated with third-party transportation services
- Understand that drivers are independent contractors
- Agree to comply with Jamaican laws and platform rules
- Release RAJLO from liability to the fullest extent permitted by law
This document forms part of your agreement with RAJLO. By continuing to use the RAJLO platform you accept this policy as currently published. RAJLO records the version of each policy you accept, with a timestamp, for both parties' protection.