Rising Sun Management PTY LTD operating ABN 40418523392 Terms and Conditions Last revised: November 19, 2024

Cancellation policy

Client cancellation

Clients may cancel their trip through our site or mobile app, and the cancellation is effective immediately. Whether the client received a full refund, a partial refund, or receives no refund depends on the circumstances. The total amount refunded will depend on when the client cancels the trip, the length of the trip, and the trip type. The cancellation period is based on the vehicle’s time zone. Full refund: Free cancellation period and cancellation for cleaning/disinfection concerns

Free cancellation period

BOOKING TIME

FREE CANCELLATION PERIOD

25 hours or more before trip start

Until 24 hours before trip start

Less than 25 hours before trip start

One hour after booking

Clients may cancel free of charge up to 24 hours before their trip starts. Clients who book within 24 hours of their trip have one hour after booking to cancel for free. If a client wants to cancel a booked trip, we encourage them to notify their host as soon as possible via Rising Sun Management PTY LTD operating ABN 40418523392 messaging and to process the cancellation themselves through the Rising Sun Management PTY LTD operating ABN 40418523392 website or app. See instructions for how to cancel a trip.

Trip modifications

If a client requests a trip modification and the host accepts, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.

Cancellation for cleaning/disinfection concerns

Clients may cancel free of charge and receive a full refund if, upon inspecting the vehicle at trip start, they have concerns that it hasn't been cleaned and disinfected. Clients are only eligible for a full refund if they: do not accept the vehicle, do not check in for the trip, and immediately contact Customer Support to report the issue. Clients in Rising Sun Management PTY LTD operating ABN 40418523392 Go cars are only eligible for a full refund if they: do not complete trip check-in and contact customer support no more than 2 hours after the scheduled trip start. Partial refund: Cancellations outside the free period and client no-shows

Cancellations outside the free period

If a client wants to cancel a booked trip, we encourage them to notify the host via Rising Sun Management PTY LTD operating ABN 40418523392 messaging as soon as possible and to process the cancellation themselves through the Rising Sun Management PTY LTD operating ABN 40418523392 website or app. We’ll issue a partial refund to clients who cancel in this manner and do not fall within the free cancellation period. For canceled trips that are longer than two days, we’ll refund the client the trip price and trip fee minus the average of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee. For canceled trips that are two days or shorter, we’ll refund the client the trip price and trip fee minus half the average of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee.

TRIP LENGTH

REFUND AMOUNT

More than two days

Full amount refunded minus one day’s average trip price/trip fee combined + half of any delivery fee

Two days or less

Full amount refunded minus half of one day’s average trip price/trip fee combined + half of any delivery fee

Client no-show

If a client fails to cancel and doesn't show up for the trip within 30 minutes of the trip's scheduled start time, or if the photos or information provided by a client fail to sufficiently allow for verification of the client or their license during check-in, it's a client no-show. If a client has booked a trip in a Rising Sun Management PTY LTD operating ABN 40418523392 Go car, has not canceled their trip, and does not show up for 12 hours after the trip’s scheduled start time, it’s a client no-show. A client who shows up to a trip with no license, with an invalid license, or who sends their additional driver or another individual in their place is also a client no-show. Rising Sun Management PTY LTD operating ABN 40418523392 or the host will cancel client no-show trips, and we’ll issue the client a partial refund. For no-show trips that are longer than two days, we’ll refund the client their trip price and trip fee minus the average of two days' cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee. For no-show trips that are two days or shorter, we’ll refund the client their trip price and trip fee minus the average of 75% of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee.

TRIP LENGTH

REFUND AMOUNT

More than two days

Full amount refunded minus two days' average trip price/trip fee combined + half of any delivery fee

Two days or less

Full amount refunded minus 75% of one day’s average trip price/trip fee combined + half of any delivery fee

Exceptions

Exceptions to the client refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, lost baggage issue (see below), safety issues tied to vehicle cleanliness, proof of providing valid verification photos or information at check-in, or other extenuating circumstances. No refund: Early returns

Early returns

There are no credits/refunds issued for early returns except when the client has submitted a trip modification request to shorten their trip and the host has accepted through the Rising Sun Management PTY LTD operating ABN 40418523392 website or app, as defined in Rising Sun Management PTY LTD operating ABN 40418523392 Terms of service. Client trips canceled by host, host no-shows, and trips canceled by Rising Sun Management PTY LTD operating ABN 40418523392

Client trips canceled by host and host no-shows

If a host cancels a client’s trip or is a no-show — that is, hasn't canceled and doesn’t show up within 30 minutes of the scheduled trip start — Rising Sun Management PTY LTD operating ABN 40418523392 will refund the client in full. Funds from the canceled or no-show trip will be available for 24 hours after the cancellation so a client can re-book their trip. Customer Support is available to help clients re-book 24/7 (US and Canada) and during business hours for UK clients. If the funds remain unused after 24 hours, we'll automatically issue a full refund. Clients who don't want to re-book and don't want to wait 24 hours for Rising Sun Management PTY LTD operating ABN 40418523392 to issue a refund can initiate their refund as per the instructions in the cancellation email.

Trips canceled by Rising Sun Management PTY LTD operating ABN 40418523392

In some cases, Rising Sun Management PTY LTD operating ABN 40418523392’s trust and safety team will cancel a client’s booked trip. If that were to happen, Rising Sun Management PTY LTD operating ABN 40418523392 will contact the client, and issue the client a full refund. In these instances, Customer Support is available to help clients rebook 24/7 and during business hours for clients. Client trips impacted by flight delays, flight cancellations, or lost baggage

Flight delays or flight cancellations

If a client’s flight is delayed or canceled, they must message their host to tell them and to request a trip modification for a new start time. If the host cannot or does not accommodate a new start time and the trip must be canceled, Rising Sun Management PTY LTD operating ABN 40418523392 will issue the client a full refund if they've messaged their host and provided documentation. Specifically, clients must notify the host of the flight delay or cancellation at least one hour before the scheduled Rising Sun Management PTY LTD operating ABN 40418523392 trip start time. They must provide documentation, such as a screenshot from the airline mobile app or website, that shows the flight issue. The client must notify Rising Sun Management PTY LTD operating ABN 40418523392 of a flight delay or cancellation within at least 24 hours of the trip’s scheduled start time to be eligible to benefit from this cancellation policy. If the client’s flight is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.

Lost baggage delays

If the client experiences a lost baggage delay, Rising Sun Management PTY LTD operating ABN 40418523392 will issue the client a full refund if they’ve messaged their host and provided documentation. Specifically, they must notify their host no later than 30 minutes after the scheduled trip start time, notify Rising Sun Management PTY LTD operating ABN 40418523392 of the lost baggage delay within 24 hours, and provide photo evidence of a baggage issue.

Prohibited activities

In connection with your use of or access to the Services, you agree that you will not, nor advocate, encourage, request, or assist any third party to: Violate any law, including:

• Breach, violate, and/or circumvent any local, state, provincial/territorial, regional, or national law or other law or regulation, or any order of a court, including, without limitation, airport regulations and tax regulations, licensing or registration requirements, or third-party rights

• Post false, inaccurate, misleading, defamatory, or libellous content

• Infringe, reproduce, perform, display, distribute, reverse engineer, or prepare derivative works from content that belongs to or is licensed to Rising Sun Management PTY LTD operating ABN 40418523392, or that comes from the Services and belongs to another Rising Sun Management PTY LTD operating ABN 40418523392 staff and client or to a third party, including works covered by any copyrights, trademark, patent, or other intellectual property, privacy, publicity, moral, or contractual rights, except with prior express written permission of Rising Sun Management PTY LTD operating ABN 40418523392

Dilute, tarnish, or otherwise harm the Rising Sun Management PTY LTD operating ABN 40418523392 brand in any way, including:

• Through unauthorised use of the Services and/or staff and client content

• Registering and/or using "Rising Sun Management PTY LTD operating ABN 40418523392" or derivative terms in domain names, trade names, trademarks, or otherwise

• Registering and/or using domain names, trade names, trademarks, social media account names, or other means of identification that closely imitate or are confusingly similar to Rising Sun Management PTY LTD operating ABN 40418523392 domains, trademarks, taglines, promotional campaigns, or Rising Sun Management PTY LTD operating ABN 40418523392 and/or staff and client content

Provide or submit any false or misleading information, including:

• False name, date of birth, driver’s licence details, payment method, insurance, or other personal information

• In relation to a claim (for example about damage to a vehicle)

• By registering for a Rising Sun Management PTY LTD operating ABN 40418523392 Account on behalf of an individual other than yourself or the company you represent

• Impersonating any person or entity, or falsifying or otherwise misrepresenting yourself or your affiliation with any person or entity

Fail to honour your commitments, including:

• Fail to pay fees, penalties, or other amounts owed to Rising Sun Management PTY LTD operating ABN 40418523392 or another staff and client

• Fail, as either a client or host, to timely deliver, make available, or return any vehicle and optional Extras, unless you have a valid reason

• Use the Services to find a host or client, and then complete a transaction partially or wholly independent of the Services, for any reason including but not limited to circumventing the obligation to pay any fees related to the provision of the Services by Rising Sun Management PTY LTD operating ABN 40418523392 (aka, grey market transactions, which do not necessarily require the exchange of money)

• Transfer your Rising Sun Management PTY LTD operating ABN 40418523392 Account and/or staff and client ID to another party without our consent

• Leave a vehicle unlocked or running with the keys inside, except where instructed to do so directly by Rising Sun Management PTY LTD operating ABN 40418523392 in certain limited circumstances

Harm or threaten to harm users of our community, including:

• Harass, stalk, or defame any other Rising Sun Management PTY LTD operating ABN 40418523392 staff and client or collect or store any personally identifiable information about any other staff and client other than for purposes of transacting as a host or client in accordance with these Terms

• Engage in physically or verbally abusive or threatening conduct

• Use the Services to transmit, distribute, post, or submit any information concerning any other person or entity, including without limitation, photographs of others without their permission, personal contact information, payment method details, or account numbers

• Treat anyone differently based on the way they look, who they love, what they believe, how they self-identify, where they are from, or when they were born. Discrimination of any kind is not tolerated in the Rising Sun Management PTY LTD operating ABN 40418523392 community

• Sue or assert legal claims against Rising Sun Management PTY LTD operating ABN 40418523392 or a Rising Sun Management PTY LTD operating ABN 40418523392 staff and client in any manner prohibited or waived by these Terms

Use the Services for your own unrelated purposes, including to:

• Contact another Rising Sun Management PTY LTD operating ABN 40418523392 staff and client for any purpose other than in relation to a booking, vehicle, listing, or the use of the Services by such staff and client

• Commercialise any content found on the Services or software associated with the Services, including reviews

• Harvest or otherwise collect information about staff and clients without their and our consent

• Recruit or otherwise solicit any staff and client to join third-party services or websites that are competitive to Rising Sun Management PTY LTD operating ABN 40418523392, without our prior written approval

Interfere with the operation of the Services, including by:

• Interfering with any other staff and client’s listings

• Using the Services in connection with the distribution or posting of unsolicited commercial messages (e.g., spam)

• Distributing viruses or any other technologies such as cancel bots, Trojan horses, harmful code, flood pings, denial-of-service attacks, backdoors, packet or IP spoofing, forged routing or e-mail address information, or similar methods or technology that may disrupt or interfere with the operation or provision of the Services, or harm Rising Sun Management PTY LTD operating ABN 40418523392 or the interests or property of others

• Bypassing robot exclusion headers, interfering with the working of the Services, or imposing an unreasonable or disproportionately large load on our infrastructure

• Systematically retrieving data or other content from the Services to create or compile, directly or indirectly, a collection, compilation, database, directory, or the like, whether by manual methods, or through the use of bots, crawlers, spiders, or otherwise

• Using, displaying, mirroring, or framing the Services or any individual element within the Services, the Rising Sun Management PTY LTD operating ABN 40418523392 name, any Rising Sun Management PTY LTD operating ABN 40418523392 trademark, logo, or other proprietary information, or the layout and design of any page or form contained on a page in the Services, without the express written consent of Rising Sun Management PTY LTD operating ABN 40418523392

• Accessing, tampering with, or using non-public areas of the Services, our computer systems, or the technical delivery systems of our service providers

• Attempting to probe, scan, or test the vulnerability of any of our system or network or breach any security or authentication measures

• Avoiding, bypassing, removing, deactivating, impairing, descrambling, or otherwise circumventing any technological measure implemented by Rising Sun Management PTY LTD operating ABN 40418523392 or any of our service providers or any other third party (including another staff and client) to protect the Services

• Forging any TCP/IP packet header or any part of the header information in any email or newsgroup posting, or in any way using the Services to send altered, deceptive, or false source-identifying information

• Attempting to decipher, decompile, disassemble, or reverse engineer any of the software used to provide the Services

• Endeavouring to circumvent a suspension, termination, or closure of your Rising Sun Management PTY LTD operating ABN 40418523392 Account or the account of another Rising Sun Management PTY LTD operating ABN 40418523392 staff and client, including, but not limited to, creating a new Rising Sun Management PTY LTD operating ABN 40418523392 Account or listing vehicles affiliated with or registered to a Rising Sun Management PTY LTD operating ABN 40418523392 Account holder that has been suspended, terminated, or closed

Other legal matters

Violations. Rising Sun Management PTY LTD operating ABN 40418523392 has the right, but not the obligation, to investigate, pursue, and seek to prosecute, litigate, or refer to law enforcement violations of the Agreement to the fullest extent permissible by the law.

Rising Sun Management PTY LTD operating ABN 40418523392 reserves the right, at any time and without prior notice, in accordance with applicable law, to remove or disable access to any content that Rising Sun Management PTY LTD operating ABN 40418523392, at its sole discretion, considers to be objectionable for any reason, in violation of these Terms, or otherwise harmful to the Services or our community. If we believe you are abusing Rising Sun Management PTY LTD operating ABN 40418523392, our staff and clients, or any other person in any way or violating the letter or spirit of any of these Terms, we may, in our sole discretion and without limiting other remedies, limit, suspend, or terminate your Rising Sun Management PTY LTD operating ABN 40418523392 Account and access to the Services, remove hosted content, deny a damage claim, remove or demote your listings, reduce or eliminate any discounts, and take technical and/or legal steps to prevent you from using the Services. Additionally, we reserve the right to refuse or terminate access to the Services to anyone for any reason at our discretion to the full extent permitted under applicable law.

Policy enforcement. When an issue arises, we may consider the staff and client’s performance history and the specific circumstances in applying our Policies. We may choose to be more lenient with policy enforcement in an effort to do the right thing, subject to our sole and absolute discretion.

Communication with you. You agree that Rising Sun Management PTY LTD operating ABN 40418523392 may contact you by electronic means (e.g., electronic mail; notifications via Rising Sun Management PTY LTD operating ABN 40418523392 messaging; app notification) in lieu of any requirement for mailed notices. To contact you more efficiently, you agree that we may at times also contact you using autodialed or prerecorded message calls or text messages at your phone number(s). We may place such calls or texts to confirm your signup, provide notices regarding your Rising Sun Management PTY LTD operating ABN 40418523392 Account or Rising Sun Management PTY LTD operating ABN 40418523392 Account activity, investigate or prevent fraud, collect a debt owed to us or recover unpaid invoices, or communicate urgent messages. We may share your phone number(s) with service providers with whom we contract to assist us in pursuing these interests. We will not share your phone number(s) with third parties for their own purposes without your consent. Standard telephone minute and text and data charges may apply. Where Rising Sun Management PTY LTD operating ABN 40418523392 is required to obtain your consent for such communications, you may choose to revoke your consent. You agree that Rising Sun Management PTY LTD operating ABN 40418523392 may contact you on any day, at any time of day, and in relation with the above purposes.

You authorise Rising Sun Management PTY LTD operating ABN 40418523392 and our service providers, without further notice, to monitor or record telephone conversations or web chat interactions you have, or anyone acting on your behalf has, with Rising Sun Management PTY LTD operating ABN 40418523392 or its agents for quality control, training, or other purposes. You understand and agree that your communications with Rising Sun Management PTY LTD operating ABN 40418523392 may be overheard, monitored, or recorded. If you do not wish to have your call recorded, please contact us instead in writing through help.Rising Sun Management PTY LTD operating ABN 40418523392.com. If you do not wish to have your chat activity recorded or monitored, please do not use the chat function on the Services.

Non-disparagement. The Parties agree that they will not take any action that will harm the reputation of the other Party, or which would reasonably be expected to lead to unwanted or unfavourable publicity to either of the other Party.

Insurance and protection plans. Rising Sun Management PTY LTD operating ABN 40418523392 is not an insurance company and does not insure hosts or clients. Host and client protection plans made available through the Services are in no way related. To be eligible for the benefits of a protection plan, hosts and clients must comply with these Terms. Protection plans are available through the Services only in the United States, the United Kingdom, Canada (excluding any of the territories and the provinces of Manitoba and Saskatchewan), France, and Australia. Please refer to the specific terms for clients and specific terms for hosts sections below for additional information based on the nature of your use of the Services.

Specific terms for clients

The following sections also apply if you book a vehicle using the Services:

Client commitments

As a client, you commit that you will be a legally licensed driver and provide proof to the host or via the Services of a current, valid driver’s licence. You will treat the vehicle and any applicable Extras well and will take all reasonable measures to return the vehicle and any applicable Extras on time and in essentially the same condition as received. You will not allow anyone other than a person listed in the trip details as an Approved Driver to drive the vehicle you booked.

No right of withdrawal

For clients who are residents of the European Economic Area or the United Kingdom, there is no right of withdrawal in relation to a transaction you make on the Services as this right does not apply to the booking of transport or other services provided for at a specific date. Your only rights are described in the cancellation policy.

Client financial responsibility for physical damage to the vehicle

The client that booked the trip (“primary client”) is financially responsible for all physical damage to or theft of a booked vehicle that occurs during a trip, plus any additional costs and fees resulting from damage of any kind to the vehicle, regardless of who is found to be at fault. This responsibility applies whether the primary client has their own auto insurance or not.

Primary clients may be insured against damage to the booked vehicle under their own automobile policies. When you book a vehicle on Rising Sun Management PTY LTD operating ABN 40418523392, you agree that if any damage occurs to the booked vehicle during the booked trip, you will work with Rising Sun Management PTY LTD operating ABN 40418523392 to make a claim for coverage under any policy of insurance that applies to the loss.

The primary client can limit the amount they are obligated to pay out of their own pocket in the event there is damage to the booked vehicle during the booked trip by choosing a protection plan on the Services. The limitation on the amount a primary client may have to pay out of pocket included in any protection plan only applies (1) if the primary client and any Approved Driver abide by these Terms and (2) to physical damage that is not mechanical or interior damage.

Learn more about Client protection plans Below;

Choosing a Protection Plan | All Clients

Consider cost and level of protection when choosing a protection plan for your trip. Find the basics outlined here, and refer to the Client Product Disclosure Statement (Client PDS) for detailed information about protection plans.

About

The client protection plans offer discretionary protection issued by Rising Sun Management PTY LTD operating ABN 40418523392 Travels Mutual Limited (the Mutual). The plans are offered and distributed on behalf of the Mutual by Rising Sun Management PTY LTD operating ABN 40418523392 Australia Pty Ltd and Rising Sun Management PTY LTD operating ABN 40418523392 Inc., both authorised representatives of Picnic Licensing Pty Ltd (AFSL No 532540).

Discretionary risk protection is not insurance. The Board of the Mutual has absolute discretion to accept or reject a member’s claim. The Board will exercise its discretion fairly and consistently, with all due consideration to the merits and circumstances of each claim and the terms and conditions set out in the Client PDS.

Protection Plan Cost

The cost of a protection plan depends on various factors, including the plan you choose when booking a trip. Refer to the Client PDS for more information. The more a plan costs, the less you’re responsible for paying if there’s damage caused to Rising Sun Management PTY LTD operating ABN 40418523392’s vehicle during your trip. The cost of the plan you choose will be shown as a separate line item on the checkout screen.

Protection Plan Options for Clients using Rising Sun Management PTY LTD operating ABN 40418523392 vehicle in Australia

All protection plans include protection for theft, loss, or damage to Rising Sun Management PTY LTD operating ABN 40418523392’s vehicle, provided by Rising Sun Management PTY LTD operating ABN 40418523392 Travels Mutual. Protection from Rising Sun Management PTY LTD operating ABN 40418523392 Travels Mutual is secondary to any insurance coverage that you may have. Terms, conditions, and exclusions apply to all protection plans.

Premier

• Plan cost is 50% of trip price

• $0 deductible – no out-of-pocket costs for vehicle damage or theft

• Protection for legal liability for damage to other people’s property of A$20,000,000

• Doesn’t include protection for mechanical or interior damage to Rising Sun Management PTY LTD operating ABN 40418523392’s vehicle

Note: Premier plan is unavailable for trips booked fewer than two days in advance, trips shorter than three days, or trips in vehicles with a total market value of more than $55,000.

Standard

• Plan cost is 30% of trip price

• $500 deductible – max out-of-pocket cost for vehicle damage or theft

• Protection for legal liability for damage to other people’s property of A$20,000,000

• Doesn’t include protection for mechanical or interior damage to Rising Sun Management PTY LTD operating ABN 40418523392’s vehicle

Minimum

• Plan cost is 10% of trip price

• $1,500 deductible – max out-of-pocket cost for vehicle damage or theft

• Protection for legal liability for damage to other people’s property of A$20,000,000

• Doesn’t include protection for mechanical or interior damage to Rising Sun Management PTY LTD operating ABN 40418523392’s vehicle

Decline Protection

• If you decline protection, you’re responsible for any physical damage to or theft of the vehicle regardless of who’s at fault — costs could be up to $200,000.

• You only have legal liability protection, which protects third-party property but not the vehicle you’re driving or your responsibility for it during your trip.

Tip: Consider purchasing protection for peace of mind — you’re likely not covered by your personal insurance or credit card for trips booked on Rising Sun Management PTY LTD operating ABN 40418523392.

Contact Us

If you have any questions about our Rising Sun Management PTY LTD operating ABN 40418523392 Policy, please contact us by e-mail sunrisequalityservice@gmail.com