Cancellation and Reimbursement Policy

LAKBAI TECHNOLOGIES, INC. CANCELLATION AND REIMBURSEMENT POLICY

Effective: July 13, 2026 Last updated: July 13, 2026

1. Introduction

This Cancellation Policy (“Policy”) explains when and how trips, ride requests, and related bookings on the LakBai platform (“Platform”) may be cancelled, and what may happen when a cancellation occurs.

This Policy applies to all users of the Platform, including Passengers (users seeking a seat on a shared trip) and Drivers (users who publish and operate shared trips). It should be read together with our Terms & Conditions, Privacy Policy, and any in-app notices shown at the time you cancel.

LakBai (or “we,” “us,” or “our”) operates the Platform as a technology service that connects Passengers and Drivers. LakBai is not a common carrier, transportation provider, or insurer. Drivers are independent users responsible for the trips they publish.

If anything in this Policy conflicts with a mandatory provision of applicable law, the mandatory provision will prevail to the minimum extent required.

2. Definitions

Capitalized terms not defined here have the meanings given in our Terms & Conditions.

2.1 Trip Tier (distance scope)

The Trip Tier shown in the App at the time you confirm a Booking or Ride Request controls for cancellation and penalty purposes.

3. How cancellation works on LakBai

Cancellations are processed through the App. The App will show whether cancellation is available for your specific trip before you confirm. If the App does not offer a cancel option, cancellation is not permitted through self-service for that trip state.

When you cancel through the App, you may be asked to confirm your action. For certain cancellations, you may be required to provide a brief reason. You are responsible for ensuring your cancellation is submitted successfully; we are not responsible for cancellations attempted outside the App.

We may record cancellation timestamps, reasons, and account identifiers for operational, safety, fraud-prevention, and dispute-resolution purposes, as described in our Privacy Policy.

3.1 Listing lead times

4. Passenger cancellations

4.1 Withdrawing a Pending Ride Request (before Driver acceptance)

If your Ride Request is still Pending, you may withdraw it at any time through the App without providing a reason.

• Withdrawing a Pending request does not create a completed or cancelled trip in your trip history.
• No fare is charged for a withdrawn Pending request.
• Withdrawing releases your seat hold on the Booking.

4.2 Cancelling an Accepted Ride Request (free window)

After a Driver accepts your Ride Request, you may cancel without late fees only within the free cancellation window:

Once this window closes, late cancellation fees may apply until Payment Lock (Section 4.2.1). After Payment Lock, different rules apply (Section 8).

The App will display the applicable deadline, phase, and any fee before you confirm.

4.2.1 Late cancellation (after free window, before Payment Lock)

If you miss the free cancellation deadline but Payment Lock has not happened yet, you may still cancel through the App if offered.

The time between the end of your free window and Payment Lock is split into two equal halves:

The 5% from a second-half late cancellation is used to lower the final fare for Passengers who remain on the trip when Payment Lock runs. It is not a refund to the person who cancelled.

Monthly exceptions: You may have up to two (2) free late cancellations per calendar month, as shown in the App:

• In the first half, an exception usually waives all late fees for that cancellation.
• In the second half, an exception usually waives only the Service Fee; the 5% still applies.

4.3 Cancelling after the Driver has started the trip

After a Driver has started the trip, Passenger self-service cancellation may be restricted or unavailable. Where permitted, you may be required to provide a reason.

4.4 Effect of Passenger cancellation

Depending on trip state and timing:

• Your Ride Request may be marked withdrawn, cancelled, or otherwise closed as shown in the App.
• Your seat may be released back to the Booking.
• Payment authorizations may be voided or charges processed as described in Section 8.
• Repeated or abusive cancellations may result in account restrictions under Section 10.

5. Driver cancellations and declining requests

5.1 Declining a Pending Ride Request

A Driver may decline a Pending Ride Request before acceptance. This is not a trip-level cancellation and does not create a cancelled trip in the Driver’s past trip history.

5.2 Cancelling a published Booking — Grace Period (no Reimbursement Cap)

A Driver may cancel an entire Booking without a Reimbursement Cap only within the Grace Period from posting:

Cancellations within the Grace Period do not trigger a Reimbursement Cap. The App will indicate whether you are inside or outside the Grace Period before you confirm.

5.3 Late Driver Cancellation (after Grace Period)

A Driver may still cancel an entire Booking after the Grace Period if self-service cancellation remains available in the App.

A qualifying Late Driver Cancellation generally requires:

1. cancellation of the entire Booking (not merely declining a Pending request);
2. at least one Accepted Passenger at the time of cancellation; and
3. cancellation after the Grace Period has ended.

Qualifying Late Driver Cancellation does not apply when:

• you decline a Pending Ride Request only (Section 5.1);
• no Passenger has been Accepted;
• you cancel within the Grace Period (Section 5.2);
• LakBai cancels the trip (Section 6); or
• LakBai approves a documented force majeure exception (Section 11).

5.3.1 Standard Late vs Critical Late

For qualifying cancellations, the App classifies timing as follows:

More severe cases: If cancellation occurs after Payment Lock, after fare capture, or after the Driver has started the trip, the App may apply the maximum Reimbursement Cap and additional account review, as disclosed at confirmation.

5.3.2 Reimbursement Cap (next eligible completed trip)

If you make a qualifying Late Driver Cancellation, your next eligible completed trip as Driver may be subject to a Reimbursement Cap.

The cap is based on the number of Accepted Passengers affected and whether the cancellation was Standard Late or Critical Late:

Maximum withholding: In no case will withholding exceed 50% of otherwise eligible Driver reimbursement for that next trip. The Driver always receives at least 50%.

Example (illustrative): If your next completed trip would normally result in a certain Driver reimbursement and you made a Critical Late cancellation affecting 2 Accepted Passengers, you would receive 80% of that amount under the cap rule. The remaining 20% is not paid as Driver reimbursement for that trip under the cap rule.

Important limitations:

• The cap applies to one next eligible completed trip per qualifying Late Driver Cancellation, unless the App discloses otherwise.
• If your next trip is cancelled, incomplete, or otherwise not eligible for reimbursement, the pending adjustment may carry forward to the next eligible completed trip, as shown in the App.
• Passengers are not charged extra to fund a Driver Reimbursement Cap. Passenger refunds or voids for the cancelled trip are handled separately under Section 8.
• The percentages disclosed in the App at confirmation control for that event.

5.3.3 Withheld amounts (general)

The portion of Driver reimbursement not paid out due to a Reimbursement Cap is retained by the Platform and applied toward platform operations and trip-related obligations, which may include administrative processing, Passenger communications, fraud prevention, and dispute handling.

We do not guarantee that any withheld amount is applied to a specific Passenger or trip.

5.3.4 Cancelling after the Driver has started the trip

Once the Driver has started the trip (for example, en route to the meet-up point), trip-level self-service cancellation may be unavailable. Where permitted, cancellation may trigger account review under Section 10.

5.4 Effect of Driver cancellation on Passengers

When a Driver cancels a Booking at the trip level:

• Accepted Passengers are notified through the App.
• The Booking may appear as Cancelled in trip history for affected participants (Section 9).
• Before Payment Lock: payment authorizations for affected Passengers are generally voided; no fare capture for the cancelled trip.
• After fare capture: affected Passengers are generally entitled to a refund for the cancelled trip, as shown in the App.
• A qualifying Late Driver Cancellation may trigger a Reimbursement Cap on the Driver’s next eligible completed trip (Section 5.3.2).

6. Cancellations by LakBai

We may cancel, suspend, or modify a Booking or Ride Request without prior notice where we reasonably believe it is necessary to protect safety, address fraud or abuse, comply with law, correct manifest errors, or respond to operational failures or force majeure (Section 11).

LakBai-initiated cancellations do not trigger a Driver Reimbursement Cap.

7. Fees, charges, and financial consequences

7.1 General principle

The App will display applicable fees, charges, or payment consequences before you confirm a cancellation.

7.2 Passenger voluntary and late cancellation (before Payment Lock)

7.3 Driver Late Cancellation — Reimbursement Cap

See Section 5.3.2. The cap applies to the Driver’s next eligible completed trip and is separate from Passenger refunds for the cancelled trip.

7.4 Third-party payment providers

Refunds or voids initiated through payment providers may take additional processing time. LakBai is not responsible for provider delays after a refund has been initiated.

8. Payments, Payment Lock, and no-shows

Payment features may roll out in phases. This Section applies when payment authorization and capture are enabled, as indicated in the App.

8.1 Payment hold and authorization

After acceptance, LakBai may place a payment hold for up to the maximum estimated share. The final charge is calculated at Payment Lock.

8.2 Payment Lock

Passengers without valid authorization at Payment Lock may be removed from the trip.

8.3 No-shows

If fare has been captured and a Passenger fails to appear without a permitted cancellation, the Passenger may be treated as a no-show. No-shows are generally not eligible for a refund, except where required by law or stated in the App.

8.4 Driver cancellation and Passenger refunds

8.5 Priority of rules

The App’s real-time eligibility determination controls. Rely on the cancellation and payment screens shown for your specific trip.

9. Trip history and records

10. Account consequences

Cancellation is normal in shared travel, but excessive, late, or abusive cancellations may harm other users.

We may issue warnings, restrict features, suspend accounts, or remove users from the Platform in accordance with our Terms & Conditions. We consider factors including cancellation frequency, timing, number of Accepted Passengers affected, payment status, safety reports, prior warnings, and Late Driver Cancellations.

Repeated or severe Driver cancellations — including cancellations very close to departure, after Payment Lock or capture, after starting a trip, or driver no-shows — may result in temporary or permanent restrictions on publishing or using the Platform, in addition to any Reimbursement Cap.

11. Force majeure and operational cancellations

We are not liable for delays or cancellations caused by events beyond our reasonable control, including severe weather, natural disasters, acts of government, civil unrest, epidemics, telecommunications failures, road closures, and vehicle breakdowns.

Drivers may request review of a cancellation under force majeure through Support. If approved, a Reimbursement Cap may be waived. Refund treatment will be communicated through the App where feasible.

12. Disputes and support

Contact us within seven (7) calendar days of the event through:

• In-App Help Center → Cancellations and fees
• Email: support@lakbai.co
• Website: Message us on lakbai.co

Include your account email, trip reference, and a description of the issue.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on our website with an updated “Last updated” date. Continued use after the Effective Date of a revised Policy constitutes acceptance, except where law requires otherwise.

14. Governing law and venue

This Policy is governed by the laws of the Republic of the Philippines. Disputes are subject to the dispute resolution and venue provisions in our Terms & Conditions.

15. Contact

LakBai Technologies, Inc. Address: Citihomes Subdivision, Molino IV, Bacoor, Cavite Email: support@lakbai.co Website: https://lakbai.co Legal hub: /legal

Summary table (quick reference)

This summary is for convenience only. The full Policy and in-App confirmations govern.