Service Quality, Cancellation Policy, Violations, Penalties, and Health Insurance

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**Introduction:**

Upon completing the registration process and having the vehicle and driver ready to work under the Aghati driver program, the driver implicitly agrees to the service requirements in terms of method, performance, conditions, and obligations between the driver and the company (Aghati). This agreement aligns with the company's vision, which prioritizes service continuity and quality assurance in accordance with the country’s favorable conditions that may directly or indirectly impact the service. 

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Therefore, any action that might affect the service by the driver or client, according to Aghati’s internal policies for quality assurance—including the order cancellation policy, which is available in the app with specific terms—will result in penalties or any measures deemed appropriate by the company. This could include financial penalties or, in severe cases, the cancellation of the driver's registration or the termination of dealings with the client, as outlined in the policy below. The core of service performance, conditions, and penalties will take effect upon approval by the company’s management.

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**Order Acceptance (1.1):**

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1. The driver receives the order through the app within a defined radius, with a minimum of 0.1 km and a maximum of 10 km.

2. The app always shows the pickup location and sometimes the drop-off location.

3. The order remains available in the app for approximately 15 seconds, giving the driver the option to accept or ignore the request.

4. Once the order is accepted, the driver must proceed to the pickup location.

5. The driver may call or receive a call from the client to confirm order details in certain cases.

6. Upon arriving at the client's location, the driver must select “Arrived” in the app.

7. The driver must wait for the client between 2-5 minutes before changing the order status to “Start Journey,” during which time they may contact the client to verify the order status.

8. After picking up the client, the driver should change the status in the app to “Start Journey.”

9. Upon reaching the client’s drop-off point, the driver should select “End Journey” to display the amount the client must pay.

10. After receiving cash from the client, the driver should select “Paid in Cash.” If the payment is via the wallet, the driver will only need to rate the trip to be ready for the next order.

11. The driver can go offline from the app at any time.

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**Note:**

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1. After selecting “Arrived” and while waiting for the client (2-5 minutes), the driver may contact the client to confirm the order. If the client cancels, the driver should cancel the order and select “Client Did Not Show” before leaving the pickup point. If this option does not appear, the driver should press “Decline Service.” A penalty will be applied, and the driver must provide the company with the order details to reverse the penalty.

2. The driver is allowed to accept external requests at any time, provided they have completed at least 5 internal orders daily since registering with the company; otherwise, the order will be withdrawn and reassigned via the app.

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**Discount Coupons (2.1):**

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1. The client enters the discount coupon code in the app.

2. The client requests a trip, which will be discounted for one use only.

3. The driver follows the procedures outlined in section (1.1), points (1-9).

4. The remaining amount after applying the discount will be shown to the driver, and the discount amount will be automatically added to the driver’s balance electronically.

5. The driver continues to follow the steps outlined in section (1.1), points (10-11).

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**Note:**

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The driver is required to accept only the remaining amount without questioning the client about the discount, its value, or any other details.

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**Trip Cancellation by the Client (3.1):**

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1. The client may cancel the trip request through the passenger app before the driver arrives and before the driver changes the trip status to “Arrived.”

2. The client cannot cancel the trip once the request has started.

3. If the client cancels the request after the driver has arrived at the pickup location, the client must pay a fee of 2000 Iraqi Dinars.

4. In the case described in point (3), the driver will be compensated with a financial amount credited to their electronic account as outlined below:

**Additional Charges:**

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– A 1000 Iraqi Dinar fee is added after traveling between 3 km and 6 km.  

– A 1500 Iraqi Dinar fee is added after traveling more than 6 km and up to 9 km.  

– A 2000 Iraqi Dinar fee is added after traveling more than 9 km.  

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**Client Requesting to Continue the Trip Outside the App:**

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5. If the client cancels the trip before the driver changes the trip status to "Start Journey" and requests to continue the trip outside the app, the driver must inform the company using one of the available communication channels, either by contacting the customer service center or via the Telegram app.  

6. If the driver completes the entire trip outside the app after the client cancels it, the driver will be responsible for the company’s share of the order, and the driver's account will be suspended. They will be directed to contact one of the Aghati offices to follow up on the necessary procedures.  

7. If client cancellations are repeated and handled by the driver, the driver’s subscription to the service will be permanently canceled.  

8. If the client cancels the trip 5 times after the driver has accepted each request, the client’s account will be automatically suspended from the app, and they will not be able to make any requests for a specified period.

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**Trip Suspension Due to Internet Disconnection:**

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1. If the internet service is interrupted for the driver during the trip, the driver must contact the company through the available communication channels.  

2. The trip will be processed by the follow-up department, and the trip fare will be calculated in the app. The "service fee" will be deducted, and the driver will be notified.  

3. If the driver does not inform the company of the issue, the follow-up department will calculate the trip cost and deduct the "service fee."  

4. If this situation repeats (point 3), the driver’s account will be suspended, and they will be directed to the nearest Aghati office to resolve the account.  

5. The driver has the right to file a complaint with the customer and driver service center if service fees were deducted from trips affected by internet outages during the day. The follow-up department will review the complaint and resolve it according to the standard procedure.

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**Trip Cancellation by the Driver (4.1):**

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1. The driver is not allowed to cancel a trip they have accepted through the app except in the following cases:  

– If the driver arrives at the client's pickup location, waits for 2-5 minutes, and the client does not appear.  

– If the order was placed through the customer service center and the client cannot be contacted.  

– If the client's drop-off location is outside the country.  

– If it is impossible to reach the client's location, such as agricultural areas or similar.  

– If the client’s location is incorrectly marked.  

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2. If the driver cancels the trip after accepting it, marking arrival, or starting the trip without changing the trip status to "Start Journey," a penalty will be applied as follows:  

– A penalty will be applied if the order is canceled after one minute of acceptance.  

– A penalty will be applied if the order is canceled after arriving at the client's location, whether the trip status was changed to "Arrived" or not, within less than two minutes.  

– A penalty will be applied if the driver cancels the request after moving from the client's location.  

– A penalty will be applied if the driver is late to the client beyond the estimated arrival time.

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**Violations and Penalties (5.1):**

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Driver violations may include:  

– Canceling an order after acceptance, not showing up, continuing the trip outside the app after cancellation, inappropriate language towards the client, marking "Arrived" before actually reaching the location, calling the client to cancel the order, failing to apply discounts, not using the fare meter, marking "Not Paid" when payment was made, accepting pre-booking but not showing up, being late, not marking the trip as "Start Journey," inappropriate attire, manipulating trip details, not turning on the AC or heating, taking a different route, accepting an order while carrying another client, starting the trip before the client boards, ending the trip without the client, taking a trip without using the fare meter, speaking poorly about the company, using the phone while driving, giving their phone number to the client, taking the client without returning them, dropping the client off and canceling the order, internet disconnection, being late for pre-booked trips, not knowing the route, talking excessively during the trip, speeding, failing to comply with the agreed fare, accepting an order through the app but not calling, dropping the client off before the designated location, smoking, receiving payment via wallet but also taking cash, arriving at the client’s location and refusing to pick them up...  

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The violation of **harassment** is an exception. Any driver found guilty of this violation will have their account permanently suspended.

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**All violations are subject to the same penalties under the following conditions:**

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– The violation must be verified administratively according to its type and proven 100% against the driver.

**Driver Suspension Policy:**

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Once a violation is confirmed for a particular driver, their activity will be suspended for a certain period, regardless of the type of violation, as follows:

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- First violation: The driver’s activity will be suspended for 24 hours.  

- Second violation: The driver’s activity will be suspended for 72 hours.  

- Third violation: The driver’s activity will be suspended for 7 days.  

- Fourth violation: The driver’s activity will be suspended for one month or they may pay a fine of 50,000 Iraqi Dinars.  

- Fifth violation: The driver’s activity will be suspended for one month or they may pay a fine of 75,000 Iraqi Dinars.  

- Sixth violation: The driver’s activity will be suspended for one month or they may pay a fine of 100,000 Iraqi Dinars.  

- Seventh violation: The driver’s activity will be suspended for 3 months or they may pay a fine of 150,000 Iraqi Dinars.  

- Eighth violation: The driver’s activity will be suspended for 6 months or they may pay a fine of 300,000 Iraqi Dinars.  

- Ninth violation: The driver’s activity will be suspended for 9 months without any alternative fines.

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**Insurance: (6.1)**

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**Article 1: Definitions**  

1. **Insurance:** A financial coverage provided by the company to mitigate the risks that may affect the driver, their vehicle, the passenger, or any third party's body or property.  

2. **App:** A smart system called "Aghati Taxi" for booking taxis instantly or in advance, available on mobile phones for public use.  

3. **Driver:** A person working with their private vehicle for Aghati Company under the smart app system.  

4. **Passenger:** A person who books a taxi through the "Aghati Taxi" app or contacts the company’s customer service center at its short number (+96477-00000-828).  

5. **Third Party:** Any person affected in body or property due to the Aghati driver during the trip.  

6. **Risks:** Accidents that may affect the driver, their vehicle, the passenger, or a third party, including bodily harm or property damage during the Aghati journey, such as collisions, fires, drowning, etc.  

7. **Trip:** A request to transport passengers from one location to another via the Aghati app, executed by the driver, with a defined start and end time, originating from either the Aghati app or the company’s system operator.  

8. **Company:** Aghati Public Transportation and Passenger Limited, which operates through smart apps installed on mobile devices to provide land transportation services using vehicles registered with the company.

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**Article 2: Risks Covered**  

1. Bodily injuries sustained by the driver, passenger, or third party during accidents.  

2. Damage, loss, or destruction of part or all of the driver's vehicle or the third party’s property.  

3. Vehicle collisions with other cars.  

4. Unintentional collisions involving the driver's car, leading to injuries or property damage to the driver or third party.  

5. Any unintentional accidents involving the driver's car for any reason.  

6. Collisions with non-vehicles such as bicycles, motorbikes, three-wheeled goods carriers (stutts), and three-wheeled passenger carriers (tuktuks).  

7. Incidents involving drowning or fire affecting the driver's vehicle, the driver, the passenger, or the third party.  

8. Fatal accidents (God forbid).

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**Article 3: Terms and Conditions**  

1. Health insurance covers three categories: the driver, the passenger, and the third party.  

2. Vehicle insurance covers the driver and third party only.  

3. The insurance covers risks from the time the trip is accepted until its completion, provided the trip is booked through the passenger app or the company’s system operator app.  

4. The company provides 75% coverage for financial damages caused by accidents, with a maximum insurance limit of 1,000,000 Iraqi Dinars (1 million).  

5. In the event of bodily injuries or damage to property (excluding personal belongings and cash) of owners of certain categories (stutts, tuktuks, bicycles, motorbikes, cars) caused by the driver, the company will provide insurance coverage.

**Insurance Policy Details:**

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1. The company provides **75% coverage** with a maximum compensation of **500,000 Iraqi Dinars**, which will be used for medical expenses or vehicle repair costs.

2. If the driver's vehicle is damaged during an Aghati trip, the insurance will cover repair costs according to the set percentage and amount specified by the company.

3. The insurance covers the driver’s medical expenses if they are physically injured during an Aghati trip, according to the company’s established limits.

4. In the unfortunate event of the death of the driver or passenger, a financial grant of **3,000,000 Iraqi Dinars** will be provided to the family of the deceased as a death benefit.

5. The driver must notify the company immediately after an accident, and before ending the trip, by calling the designated contact numbers.

6. The driver is required to **capture a video** and **photos** of the accident and send them to the company immediately.

7. If both the third party and the driver are injured in an accident, the total insurance coverage will be divided according to the driver’s set percentage and amount.

8. The driver must provide the company with an **official traffic report** issued by government authorities to qualify for financial compensation for vehicle repairs.

9. Medical documents and reports from official government agencies will be required to process compensation for medical expenses for the driver, passenger, or third party.

10. Compensation for vehicle repairs, either for the driver or the third party, will be based on the current cost of new spare parts, provided the damage exceeds 50% and replacement is feasible, as assessed by specialists.

11. The insurance contract is valid for **6 months** and is automatically renewed.

12. The insurance premium per trip is **125 Iraqi Dinars** for both the driver and the passenger, deducted at the end of the trip from the driver’s account.

13. The driver must avoid all sources of danger, drive cautiously, and follow safety regulations and road laws to minimize risks for themselves, the passenger, and the third party.

14. A new driver (with less than 30 days of service with the company) must complete **150 trips** to be covered by the insurance or pay a **one-time fee of 37,500 Iraqi Dinars** upon registration.

15. The driver is not covered by insurance unless they have completed **150 trips** within the **30 days** preceding the accident.

16. Full insurance coverage (**100%**) is provided when the total accident cost is **100,000 Iraqi Dinars** or less.

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**Exclusions (Cases Not Covered by Insurance):**

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1. Accidents resulting from the driver violating general traffic regulations.

2. Accidents caused by the driver’s failure to comply with personal or vehicle safety measures.

3. Intentional accidents caused by the driver.

4. Accidents caused by the driver while intoxicated or excessively drowsy due to lack of rest.

5. Accidents caused by the passenger.

6. Accidents occurring outside the time of an Aghati trip, even if the driver is on duty with the company. For instance, if a driver completes a trip to Baghdad and has no return trip assigned by the company but gets into an accident on the way back, that accident is not covered.

7. The insurance does not cover personal belongings or small items (e.g., handbags, wallets, mobile devices) of the third party.

8. Insurance does not apply to drivers who are not officially registered in the company’s system and do not have an active account at the time of the accident.

9. Insurance does not apply to vehicles not officially registered in the company’s system, even if the driver is officially registered.

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Note
1. After the “Arrival” option is withdrawn and while the customer has been waiting for 2-5 minutes, the driver may call the customer to confirm the status of the order. If the customer rejects the request, the driver must cancel the order and choose the “Customer did not show up” option, making sure not to move from the arrival point. If the “Customer did not show up” option does not appear, the driver can press the “Deny Service” option. In this case, a fine will be applied, and the driver must inform the company of the details of the request to be considered for cancellation of the fine.

2. The driver has the right to receive an external request at any time, provided that he has previously fulfilled at least ((5)) internal requests each day since his registration with the company. The request is not withdrawn and reposted on the application.

Discount vouchers: (2.1)
1- The customer enters a discount coupon code in the app.

2. The customer makes a request for the trip, which will be discounted for one time.

3. Application of the procedures in clause (1.1) of point (1-9) by the driver.

4. The app shows the amount remaining after the reduction is applied, and the discount is automatically added to the driver's e-balance.

5. Continuation of the procedures of item (1.1) in points (10-11).

Note: The driver is prohibited from discussing with the customer about the reduction or its value.

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Trip cancellation by the customer: (3.1)
1. The customer can cancel the requested flight request through the passenger app before the driver arrives and before the flight status is changed by the driver to “Arrival”.

2. The customer is prohibited from canceling the order after starting the trip.

3- If the customer cancels the order after the driver arrives at the specified pickup location, the customer is required to pay a fine of 2000 Iraqi dinars to compensate the driver for the time and effort spent.

4. In the case described in point (3), the driver will be compensated a sum of money by the company for the driver's electronic account as shown below:

— Adding a sum of money of (1000) Iraqi dinars after traveling a distance of (3) km to (6) km.

— Adding a financial amount of (1500) Iraqi dinars after traveling a distance of more than (6) km to (9) km.

— Adding a financial amount of (2000) Iraqi dinars after traveling a distance of more than (9) km and above

5- If the customer cancels the order before changing the flight status by the driver to “Start the trip” and requests to continue the journey outside the app, the driver must inform the company by one of the available means of communication either by calling the customer service center or the WhatsApp app.

6- If the trip is carried out outside the app without notice, the driver will bear the company's percentage and his account will be temporarily suspended.

7- If trips cancelled by the customer are repeated and achieved by the driver, the driver's subscription to the service will be cancelled permanently.

8- If the trip is cancelled by the customer “5 times” after the driver accepts each request, the account will be automatically suspended from the app and the customer is not allowed to make any request within a limited period of time.

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Trip cancellation by driver: (4.1).

1. The driver may not cancel the trip he has approved through the app except in the following cases:

• If the driver arrives at the customer pickup location and waits for 2-5 minutes and the customer does not appear.
• If the order was made through the customer service center and it was not possible to communicate with the customer.
• If the customer's arrival location is outside the country's borders.
• If the customer site cannot be reached due to conditions such as closed roads or uninhabited agricultural areas.
• If the location specified by the customer is clearly wrong.

2. If the driver cancels the flight after acceptance and arrival passes, or makes the trip without changing the flight status to “start the journey”, the fine will be applied to him as shown below:

— A fine will be imposed on the driver if he cancels the request after one minute of accepting it.

— The penalty applies if the order is cancelled after its arrival at the customer's place and the flight status is changed or not changed to “Arrival” in a period of less than 2 minutes.

— The fine applies if the driver cancels the order after moving from the customer's place.

— The penalty applies to the driver if he is late for the customer more than the estimated time of arrival.

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Violations and penalties: (5.1).

Driver violations such as: (Before and canceling the order, the driver did not attend, continued the journey outside the app after canceling the order, abused the passenger, gave an arrival before being on the site, called the passenger to cancel the order, did not count the discount, did not comply with the counter, pressure was not paid, before pre-booking and did not go, delayed the order, did not start a trip, did not give the start of a trip, his clothes are not suitable for the community, manipulated trips, took a different route, before ordering and he has an external passenger, started the journey before boarding the passenger, finished the journey without taking the passenger, took a trip without taking the passenger, took a trip without a meter, spoke bad about the company, held his phone without paying attention on the road, Give his number To the passenger, he took the passenger and refused to return it. He delivered the passenger to the site and cancelled the order, the Internet was interrupted, he was late in the pre-booking, he did not know the route, he talked a lot during the flight, drove quickly, did not comply with the agreed fare, he accepted the order by calling and did not call. He dropped off the passenger before the landing site, smoked, paid with a wallet. However, the fare was taken in cash, arrived at the passenger and refrained from taking it)

Exception:

• Violation (harassment): proving it leads to a final suspension of the account without an opportunity to return or pay a fine.

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Application of penalties:

1. All violations are subject to the same penalty but subject to conditions.
2. The violation is verified administratively according to its type and after it is 100% proven to the driver.
3. The penalty is applied according to the following sequence depending on the number of violations:

Penalties:

• The first violation: Suspend driver activity for a period 24 hours.
• The second violation: Suspend driver activity for a period 72 hours.
• The third violation: Suspend driver activity for a period 7 days.
• The fourth violation: Suspend driver activity for a period 1 month Or pay a fine of 50,000 Iraqi Dinar.
• The fifth violation: Suspend driver activity for a period 1 month Or pay a fine of 75,000 Iraqi dinars.
• The sixth violation: Suspend driver activity for a period 1 month Or pay a fine of 100,000 Iraqi dinars.
• The seventh violation: Suspend driver activity for a period 3 months Or pay a fine of 150,000 Iraqi dinars.
• Eighth violation: Suspend driver activity for a period 6 months Or pay a fine of 300,000 Iraqi dinars.
• The ninth violation: Suspend driver activity for a period 9 months Without the possibility of paying a fine as an alternative.

notes:

• The penalty is applied according to the above sequence depending on the number of violations committed by the driver.
• The goal of this gradation is to promote compliance and ensure justice for drivers and customers.

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General conditions:

1. Health insurance:
   • Agatti does not provide any health insurance coverage for drivers or customers.
   • All accidents or damages are the responsibility of the driver and the customer only.
2. Responsibility of drivers:

Agatti seeks to ensure quality service by carefully selecting drivers and establishing clear standards of professional conduct.

However, drivers take full responsibility for their behavior while providing the service.

In the event of any disputes or complaints, the customer can contact the company's customer support team to solve the problem in a professional and fair manner.

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3. Account cancellation:
   • Agatti has the right to suspend or cancel the driver's or customer's account in case of violation of the conditions described in the app.
4. Payment policy:
   • All payments are made in cash or through the app wallet or ZainCash.
5. Liability limits:
   • Agatti is not responsible for any material or moral damages suffered by the customer or driver during or after using the service.
   • Accidents or crashes are the sole responsibility of the driver.
6. Updates:
   • Lagati has the right to amend the terms and policies without prior notice, while encouraging customers to review them periodically.
   • It is advisable to review the terms periodically.
7. Additional notes:
   • Drivers are advised to ensure that the vehicle is fully ready and complies with traffic regulations.
   • Use of the app should be done in compliance with local laws to avoid any legal liability.

Note
The conditions described above aim to regulate the relationship between drivers, customers and Agatti in order to ensure the provision of a safe and effective service.

Contact us: For any questions about the Terms and Conditions Policy, please contact us

By phone or WhatsApp: 07750509911

or email info@aghatyi.com

Management of Agati Transport Company