Driver Q&A

KABU Ride values the contributions of its Driver Partners, and offers incentive systems
such as trip bonuses, points rewards and KABU Perks.

During certain times and in certain areas, KABU Ride provides additional rewards for
each completed order in addition to the normal customer fares.

The points reward system encourages each driver to become more efficient in receivingorders and the quality of service.
The higher the points obtained in the period, the more reward points the driver will get inthe next period, and the more income they will earn. Conversely, points will be deducted for violating platform regulations and being the subject of verified complaints by customers. When a driver is the subject of a complaint, KABU will uphold the principles of fairness to investigate, speak to both the customer(s) and driver, and decide on the appropriate course of action after understanding the specific situation. The points reward period resets on the 14th and also the final day of each month, and the settlement time of the monthly cycle is 5 p.m. on the 14th and the last day of the month. After the points obtained in a period meet the requirements, the corresponding rewards will take effect in the next period.

Additions:
• 1 point for completing each Pure and Premium order
• 2 points for completing each Plus order
• 3 points for completing each Budget and Select order
• 2 points for passenger 5-star ratings and reviews

Deductions:
• 30 points deducted for transferring the reservation order to others
• 50 points deducted for inducing passengers to cancel their orders
• 10 points deducted for a verified one-star review
• 10 to 20 points deducted for a passenger’s complaints (depending on the circumstances and the severity)
• 100 points deducted for adding arbitrary charges to a passenger(s)

Points rewards policy:
• Earn 0 to 109 points in a period, the commission rate of 20% will remain the same in the next period.

• Earn 110 points in a period, the commission rate will be reduced to 18% in the next period.
• Earn 120 points in a period, the commission rate will be reduced to 18% in the next period, and the order destination display function will be unlocked.
• Earn 170 points in a period, the commission rate will be reduced to 15% in the next period, and the order destination display function will be unlocked.
• Earn 200 points in a period, the commission rate will be reduced to 15% in the next period, driver will earn double trip bonus, and the order destination display function will be unlocked.

KABU PERKs is a benefits plan launched by KABU Ride for drivers. KABU hopes to help drivers increase their income by reducing the cost of routine vehicle maintenance and operations in partnership with local companies. At the same time, KABU is also striving to provide various benefits including food, clothing, housing and transportation for drivers, and to benefit every driver and their families.

If you are unable to log in to the KABU Driver App, please try the following:
1. Check if the log in information is correct
• Double check that the entered KABU account username and password are correct.
2. Reset password
• If you forget your password, you can reset it through the App’s “Forgot Password” function. A verification code (which expires in a few minutes) will be sent to your
registered phone number. After entering the verification code, you can enter a new password, and you can try to log in again.
3. Contact customer service
• If you still have trouble after trying to reset your password, please contact KABU customer service for assistance.

You can check the status of your vehicle’s commercial vehicle inspection and your criminal record check through the KABU Driver App. To check the expiration date of any document, select the Menu at the top left corner of the App’s screen, then select My Account (or tap on your image).

Please ensure that the relevant documents are valid to avoid temporary account suspension due to the expiration of the documents. Generally, the commercial vehicle inspection and criminal record check documents are valid for one year. If you need to update them, please obtain new documents and contact customer service.

If you need to update your personal contact information or other personal information, please contact our customer service for assistance.

The order acceptance rate is the ratio of the number of orders accepted to the total number of orders received for orders within 6 kms (distance between the location of the driver when order received and the passenger departure address). The order acceptance rate will affect whether the driver can receive preferred orders and the related driver rewards program.

Drivers who earn higher ratings also receive more tips. Based on feedback from passengers and drivers, these are best ways to improve the ratings you receive from customers:
• offer a friendly greeting
• treat customers with respect and courtesy
• pay attention to personal hygiene and dress appropriately
• keep your vehicle clean and tidy inside and outside, and smelling fresh (do not use air freshener or wear cologne/perfume; your vehicle should smell like fresh air, or have a new car smell)
• open door/trunk for passengers or assist with loading luggage and belongings
• ask customer if in-car temperature, volume, etc are appropriate
• avoid sensitive topics such as religion, politics or personal privacy
• provide bottled water, mobile phone charger, tissues, etc.

KABU Ride currently provides services in select regions and cities, so there are restrictions on where you can register. If you want to take orders in other service areas, please contact our customer service team for assistance.

If you are unable to log in to the KABU Driver App, please try the following:
1. Check if the log in information is correct
• Double check that the entered KABU account username and password are correct.
2. Reset password
• If you forget your password, you can reset it through the App’s “Forgot Password” function. A verification code (which expires in a few minutes) will be sent to your
registered phone number. After entering the verification code, you can enter a new password, and you can try to log in again.
3. Contact customer service
• If you still have trouble after trying to reset your password, please contact KABU customer service for assistance.

You can check your vehicle information (year/make/model/colour), document expiry dates and KABU licence information, through the Driver App, which can be viewed by selecting My Account in the menu at the top left corner of the App. Please ensure that the vehicle information is correct .
In the event of an inspection by a police officer or Passenger Transportation Board officer, the information in the My Account page may need to be shown to the officer.

Rewards and Incentives

The KABU Driver App currently does not support automatic vehicle information updates. If you need to update vehicle information, such as vehicle make/model/year/ colour/license plate, etc., please contact KABU’s customer service team. If you want to update information or change your vehicle, please provide vehicle photos, commercial vehicle inspection report and vehicle insurance policy.

All KABU vehicles can be no more than 9 years old and must have at least four doors. Minimum model requirements for the each service type:
• KABU Pure: any make/model
• KABU Select: any make/model. Acceptance rate of 75% or more, and must complete at least 20 orders per week. Sticker must be placed at rear door, and KABU water bottles provided to customers.
• KABU Premium: Mercedes-Benz C series and similar luxury brands with a minimum sale price of $60,000 before tax.
• KABU Plus: 7-seat SUV or minivan, such as Toyota Sienna, Honda Odyssey, etc.
• KABU Delivery: 7-seat SUV or minivan or pick-up truck, such as Ford F150, Dodge RAM1500, etc.

If you are unable to log in to the KABU Driver App, please try the following:
1. Check if the log in information is correct
• Double check that the entered KABU account username and password are correct.
2. Reset password
• If you forget your password, you can reset it through the App’s “Forgot Password” function. A verification code (which expires in a few minutes) will be sent to your
registered phone number. After entering the verification code, you can enter a new password, and you can try to log in again.
3. Contact customer service
• If you still have trouble after trying to reset your password, please contact KABU customer service for assistance.

If you are unable to log in to the KABU Driver App, please try the following:
1. Check if the log in information is correct
• Double check that the entered KABU account username and password are correct.
2. Reset password
• If you forget your password, you can reset it through the App’s “Forgot Password” function. A verification code (which expires in a few minutes) will be sent to your
registered phone number. After entering the verification code, you can enter a new password, and you can try to log in again.
3. Contact customer service
• If you still have trouble after trying to reset your password, please contact KABU customer service for assistance.

If you are unable to accept an order, please check the following:

1) Internet connection
• you may be in an area with poor a cell phone network or no signal. Please try moving to another location with stronger signal.
2) Using an old App version or device OS
• Please try uninstalling and reinstalling the application.
3) Service area restrictions
• If you go online in a non-registered service area, you will not be able to accept an
order.
4) Account restrictions
• Your account status may be abnormal due to the expiration of a commercial vehicle inspection or a criminal record check, or account theft, etc. If you are still having trouble after checking the common reasons outlined above, please

contact KABU customer service for assistance.

If your phone is on silent mode, you may not hear the notification sound from KABU Driver’s App. Please turn up your phone’s volume in order to resolve this issue.
If your mobile phone is connected to the vehicle’s CarPlay, your mobile phone sound may be automatically muted, resulting in missed orders. It is recommended that you use the car’s built-in navigation during the order taking process to avoid missing pre-assigned orders.

This may be due to a network delay, resulting in a delay in the order delivery. Please check whether your mobile phone network is normal. This is an occasional problem, but if it occurs frequently, please contact customer service as soon as possible for technical support.

KABU Ride is committed to improving the experience of drivers and adding new features. Updates occur on a monthly basis.
Please enable automatic updates of the KABU App so as not to miss important information or new features.

For iPhone users:
1. Open the “App Store” application
2. Tap “Today” at the bottom of the screen
3. Select the account icon at the top right of the screen and scroll down to view the App to be updated
4. Find the KABU Driver App, and tap the “Update” button next to it to complete the update operation
*Requires Apple IOS 13.3 or later

For Android phone users:
1. Open the “Play Store” app
2. Click the account icon at the top of the screen
3. Select “Manage apps and devices”, and select Manage to see “Updates available”
4. Find the KABU Driver App in the list and tap the “Update” button next to it to complete the update operation
*Requires Android 7.0 or later

If the KABU Driver App needs to be updated but the update fails, it may be caused by network connection issues. Please try the following:
1. Restart the phone
2. Connect to other wireless networks
3. Make sure you have enough storage room to download the update. If you lack storage space, please clear sufficient storage room.

Routes suggested by the KABU Driver App may be inaccurate at times, so you can refer to suggested routes from Google or another navigation service.
Network problems are the most common cause of GPS not loading properly. If this happens, please quit and restart the application to resume loading.

If the passenger cancels within 3 minutes of confirming an order, a “cancellation fee” will be charged. If you arrive at the departure location of the passenger and swipe the app status to “Arrived”, but the passenger does not show up or cannot meet after 5 minutes, just click “Cancel Order” to cancel the current order and get a “Cancellation Fee”. The cancellation fee is $4.20 and the driver can view the order details in your earnings history.

KABU drivers earn a flat-rate fare as a reward for taking orders. The price of the fare is estimated when the order is placed, which includes the starting price, the fees for time and distance. Based on the real-time status of passengers and drivers, the system will automatically adjust the premium, so it may be possible to earn more during peak hours. The starting price, per-minute fee, and per-kilometre fee vary by service level, vehicle model, and city.

According to real-time data analysis of the KABU Ride system, fares adjustments are carried out at certain times and in certain regions, so that drivers can increase their earnings. Drivers can view the premium for a specific period in the App’s heat map, and the system will issue push notifications through the app when premiums are charged.

Weekly, daily or per-trip earnings can be viewed at any time in the KABU Driver App. After logging in to the App, select “Revenue Statistics” at the top left menu button (three horizontal lines), and the total revenue of the day, the number of completed orders and the points earned will be displayed. Click “View Historical Orders”, and after selecting a date, you can view the number of completed orders, the amount of income and points earned in any time interval. Click on any order to view the order details and fare details.

Passengers often fail to rate the order and give a tip in time after finishing the trip, and may not complete the evaluation and tip until the next time they use it. The tips will appear in the order details to be updated, but the settlement cycle will be settled in the week after it is given, so there will be an inconsistency between the amount received and the balance. If the error is large, please contact KABU customer service for more information.

KABU Ride will charge a percentage of the KABU fee for each trip fare. The KABU fee will be used to cover the following:
• System maintenance and technical support
• Application development
• Drivers’ allowances and rewards
• Marketing
• Process payments and more for drivers
• insurance, licences and regional fees

The income generated by your weekly orders will be transferred to your bank account on the Thursday or Friday of the following week.
Since some passengers use WeChat Pay and Alipay, the financial settlement system will be delayed during local long weekends and Chinese holidays, which may result in delays of two to three days. If you have not yet received your pay from KABU, please contact customer service.

The trip bonus is based on the departure time of the passenger. If the departure time of the passenger’s reservation order is not within the area and time range, the trip bonus does not apply

Routes suggested by the KABU Driver App may be inaccurate at times, so you can refer to suggested routes from Google or another navigation service.
Network problems are the most common cause of GPS not loading properly. If this happens, please quit and restart the application to resume loading.

If the passenger cancels within 3 minutes of confirming an order, a “cancellation fee” will be charged. If you arrive at the departure location of the passenger and swipe the app status to “Arrived”, but the passenger does not show up or cannot meet after 5 minutes, just click “Cancel Order” to cancel the current order and get a “Cancellation Fee”. The cancellation fee is $4.20 and the driver can view the order details in your earnings history.

At present, since the provincial government has lifted the relevant bans related to COVID-19, the maximum number of passengers for 5-seat vehicles has been restored from a maximum of 3 to a maximum of 4, and the maximum number of passengers of 7-seat vehicles has been restored from a maximum of 5 people to a maximum of 6 people. If a driver is the subject of a verified complaint from a passenger due to the number of passengers, a penalty may be assessed. KABU Ride recommends that all drivers wear masks to protect themselves when taking orders, and to remind passengers to wear masks during the ride and to sit in the back.

KABU Ride is committed to ensuring the safety of all passengers and drivers. As a driver, if you feel that picking up a passenger might put you at risk, you have the right to refuse and cancel the trip and contact customer service for clarification.

If you are involved in a collision while taking order, please remain calm. If there is a passenger in your vehicle, please check on their health. In the event of a major collision, call 911 immediately. Request and take photos of the driver’s licence and insurance papers for the other vehicles involved in the collision. Please take photos of the damage to your vehicle and the other vehicles involved, taking care to take photos of the licence plate of each vehicle. Provide these photos and a description of the accident to KABU Ride as soon as possible. KABU will assist you in handling follow-up reports and to assist ICBC to process the claim.