Good Journey Supplier Network (GSN) Policy

This Policy governs how GOJO GLOBAL Pte. Ltd. (“GOJO”) manages investigations, disputes, service failures, and applies penalties within the Good Journey Supplier Network (GSN), also referred to as the Global Supplier Network.

This Policy forms part of and is incorporated into the Good Journey Terms of Service.

1. Purpose

This Policy ensures consistent service quality, transparent investigations, proportional enforcement, and financial protection across the GSN.

Network Roles & Structure

Within the Good Journey Supplier Network (“GSN”), all service transactions occur exclusively between participating fleets:

Fleet A is the Requesting Fleet that originates and outsources a booking.
Fleet B is the Fulfilling Fleet that performs the transportation service.

GOJO provides the technology platform, routing, records, and settlement mechanisms that enable such transactions, but does not provide transportation services and is not a carrier or broker.

2. Platform Role & Customer Relationship

GOJO acts solely as a technology provider and network facilitator.
GOJO does not provide transportation services, does not contract with passengers, and does not manage any direct customer relationship.

All transportation services are provided exclusively by participating fleets and their drivers.
The contractual relationship for each booking exists only between the originating fleet (“Fleet A”), the fulfilling fleet (“Fleet B”), and the end customer, as applicable.

GOJO’s role in any investigation or settlement is strictly limited to:

administering platform records and technical data,
facilitating network communications,
operating the Fleet Wallet & Escrow settlement mechanism, and
enforcing network policies under the Terms of Service.

3. When an Investigation May Occur

An investigation may be initiated when:

a fleet reports a service issue or dispute,
a booking is marked as no-show, late cancellation, or service failure,
fraud, misconduct, or policy violations are suspected,
platform data indicates abnormal performance or behavior.

4. Investigation & Resolution Process

4.1 Case Initiation Window

A complaint or incident may be submitted by either participating fleet (Fleet A or Fleet B) within fourteen (14) days of the scheduled pickup time of the relevant Network Booking.
Cases submitted after this period may be rejected at GOJO’s discretion.

4.2 Initial Review

Upon receipt of a complaint or incident report, GOJO will perform an initial review of platform records to determine whether sufficient evidence already exists to resolve the matter or whether additional evidence is required from the involved fleet(s).

If sufficient evidence exists, the case may be resolved immediately.
If additional evidence is required, GOJO will formally open an investigation and notify the relevant fleet(s).

4.3 Initial Responsible Party Designation

For purposes of investigation, GOJO will designate an Initial Responsible Party:

Fleet B (Fulfilling Fleet) when the matter concerns service delivery, driver conduct, vehicle condition, punctuality, or completion of the service.
Fleet A (Requesting Fleet) when the matter concerns booking data, instructions, cancellations, or payment obligations.

This designation remains in effect until the investigation is concluded.

4.4 Evidence Submission Period

Each involved fleet must submit all required evidence within seven (7) calendar days of receiving notice of the investigation.

Failure to provide sufficient evidence within this period results in:

automatic resolution against the non-responding party, and
immediate application of applicable penalties under the GSN Network Penalty Schedule.

4.5 Resolution Period

GOJO will issue a final determination no later than fourteen (14) days after the investigation is formally opened, unless extended for complex cases at GOJO’s discretion.

4.6 Final Determination & Enforcement

Upon final determination:

the Responsible Party is confirmed,
all applicable penalties and adjustments are calculated under the GSN Network Penalty Schedule, and
settlement is executed automatically through the Fleet Wallet & Escrow System.

GOJO’s platform records and determinations are final and binding for all network settlement, compensation, and penalty purposes.

5. Possible Outcomes

Following investigation, GOJO may:

issue warnings or performance notices,
impose financial penalties,
apply service credits or adjustments,
reverse or modify settlements,
restrict or suspend network participation,
update internal performance scores and routing priority.

6. Penalty Categories

Penalties may apply for:

a) No-Show

Failure to appear or complete service without valid cause.

b) Late Cancellation

Cancellation within restricted time windows.

c) Service Failure

Failure to dispatch qualified vehicle/driver or complete service properly.

d) Misconduct or Policy Violation

Abuse, misrepresentation, customer mistreatment, breach of network rules.

e) Repeated Performance Issues

Chronic low ratings, repeated complaints, operational failures.

f) Fraud & Abuse

False claims, data manipulation, misuse of platform, financial misconduct.

7. Penalty Amounts & Limits

Specific penalty amounts and service credits are defined in GOJO’s Network Penalty Schedule, as updated from time to time.

Unless otherwise stated, penalties and compensatory adjustments may be assessed up to 150% of the original network booking price, consistent with the Terms of Service.

All settlements are processed through the Fleet Wallet & Escrow System.

8. Payment & Enforcement

All penalties:

are deducted automatically from the responsible party’s Fleet Wallet,
may affect routing priority and future job eligibility,
may result in suspension or termination for repeated or unpaid violations.

9. Amendments

GOJO may amend this Policy at any time. Continued participation in the Good Journey Supplier Network (GSN) constitutes acceptance of the updated Policy.