CONSUMERS

Customer Terms & Conditions

This Site/ Application/ Services is/are operated /provided by Hirna Mobility Solutions Inc.

Updated June 4, 2026

These Terms and Conditions (“User Terms”) apply when you access or use the Hirna: Transport & Delivery mobile application (Hirna), and related services (collectively, the “Service”), whether via computer or mobile device. They also apply to all information, recommendations, and services provided through these platforms.

This document is an electronic record in accordance with the Data Privacy Act of 2012 (R.A. No. 10173), which protects personal information handled by both the government and private sector. It complies with relevant laws regarding electronic records.

By clicking “I ACCEPT,” you agree to be bound by these User Terms. Please read and understand them carefully before using the Site or Services. If you do not agree, please do not continue.

Once accepted, these User Terms form a binding agreement between you and Hirna regarding your use of the Service. Your acceptance also means you agree to our Privacy Policy, available at www.hirna.me.

By accepting these terms, you also agree to receive promotional emails and SMS notifications from Hirna from time to time.

DEFINITIONS

The following terms, when used in these User Terms, will have the meanings given below:

• Account – The profile you create on the Hirna app to use its services.

• Additional Fee – Any extra costs (like tolls or government charges) not included in the Fare but required by law for the Ride.

• Applicable Laws – All Philippine laws, regulations, rules, or government orders that apply.

• Application – The Hirna mobile app, updated by Hirna Mobility Solutions, Inc. from time to time.

• Booking Fee – A fee paid to Hirna for using its booking platform. This is added to every booking and does not include taxes.

• Cancellation Fee – A fee you pay if you cancel a Ride.

• City of Operation – The city where the driver provides and you use the transportation service.

• Customer / You – Anyone who creates and uses an Account on the Hirna app.

• Driver – A person registered with Hirna, through an operator, who provides transportation services and holds proper licenses and permits.

• Fare – The cost shown in the app for a specific Ride, excluding applicable taxes.

• Force Majeure Event – Events outside Hirna’s control (like natural disasters or government restrictions) that affect service.

• Hirna / We / Us / Our – Refers to Hirna Mobility Solutions Inc., a Philippine company located at 3rd Floor, Guevent Building, Domingo M. Guevara St., Mandaluyong City, including its affiliates and legal successors.

• Registration Data – Your valid personal details (name, phone, email, etc.) provided when signing up for Gojo.

• Ride – The actual travel you take using a vehicle booked through Hirna.

• Service(s) – The booking and facilitation of rides via the Hirna app, website, or call center within the operating city.

• Site – The Hirna app, website https://www.hirna.me , or any related software.

• Total Fare – The complete amount you pay for a ride, including Fare, Booking Fee, Cancellation Fee, Additional Fees, and taxes.

• T&Cs / User Terms – These Terms and Conditions for customers.

• Partners – Drivers or operators connected with Hirna who offer transport services to customers.

ELIGIBILITY

You can use the Hirna services only if:

• You are at least 18 years old

• You are legally allowed to enter into a contract under Philippine law

• If your location has specific age restrictions for using services like this or entering into agreements, you must follow those rules

REGISTRATION AND ACCOUNT

• You can register on the Hirna app or website only after entering your accurate and complete Registration Data.

• Make sure your information is true, current, and updated regularly. Hirna is not responsible for any problems caused by incorrect or outdated information.

• You are responsible for keeping your account details and password private. Any activity on your account—whether done by you or someone else—is your responsibility.

• You cannot transfer or sell your account to anyone else. Hirna is not liable if someone uses your account without your knowledge.

• We may suspend or terminate your account if we believe your information is false, your account has been compromised, or for other valid reasons.

• Other than the data you provide for registration and app use (“Permitted Information”), please do not send any confidential information to Gojo, unless required by law. Any extra information you send may not be treated as confidential.

• Make sure you download the correct app version for your device. Hirna is not liable if you download the wrong version or if your device is not compatible. We may stop providing the Service if you use an unsupported device.

• You are only allowed one account per user. If you think someone else is using your account, contact us immediately at support@hirna.me.

• If you can’t access your account, let us know in writing at support@hirna.me so we can block it. We are not responsible for any transactions made within 72 hours after you make the request, and we are not liable in case of a Force Majeure Event (uncontrollable situations like disasters).

SERVICES

The Hirna app and website allow you to book transportation services from our partner drivers (“Partners”).

• When you send a booking request through Hirna, a Partner may accept or decline the request at their own discretion.

• If your request is accepted, Hirna will provide you with the Driver’s name, vehicle details, contact number, and other necessary info.

• Hirna will make a reasonable effort to connect you with a driver, depending on availability near your location.

By using the Hirna app or services, you agree to:

• Use the service only for your personal use, not for resale or transfer to others.

• Only use your own account, unless you have permission to use someone else’s.

• Not use the service for illegal activities.

• Not harm or interfere with the app, website, or Hirna’s systems.

• Provide accurate information and documents when requested.

• Use a proper internet or mobile network to access the service.

• Understand that message, data, and call charges may apply when using Hirna’s app or contacting support.

• Follow the laws of the Philippines and any location you’re in when using the service.

• Comply with the Multimedia Act and related regulations.

Important notes:

• If you break any of the above terms, Hirna can immediately suspend or terminate your account or access to services.

• Hirna may record your calls or store the information you provide to assist with your service needs.

• You may receive emails or SMS messages about Hirna’s offers, services, or discounts. You can unsubscribe anytime by using the opt-out link on the website.

Data Use and Sharing:

• Hirna may store or transfer your data to servers outside the Philippines, if needed to fulfill its services.

• By using the service, you give Hirna the right to use your information, including sharing it with third parties, in accordance with applicable law.

• Hirna may enter into partnerships or joint ventures with other service providers. You agree to allow Hirna and its partners to offer services jointly or separately under the same terms and conditions.

CONFIRMATION OF BOOKING

Once you make a booking request, Hirna will confirm or decline it based on vehicle availability at your chosen time. You’ll be notified via SMS or email.

If your booking is confirmed, please check the details right away—including pickup time and location. If anything is wrong, call our support center immediately.

If your booking was made through the Hirna app or website, and there's a mistake, Hirna will handle the correction.

Note: Hirna is not responsible for any delays or issues caused if you fail to check the confirmation message or if you don’t report incorrect details right away.

PAYMENT

• Booking Fee – Hirna charges a fee for using its service. This amount may change from time to time and will be shown to you before booking.

• Fare – This is the amount charged by the driver (Partner) for the ride.

• Additional Fees – You may need to pay extra charges (like tolls) during the ride. These are added to the Total Ride Fee.

• Cancellation Fee – If you cancel a ride, a fee may apply and will also be included in the Total Ride Fee.

• Other Charges – Some costs (e.g., parking or stopover fees) might need to be paid in cash during the ride, even if not included in your receipt.

• When to Pay – You will need to pay the Total Ride Fee before the ride starts. After the ride, Gojo will send you a receipt. If you want detailed invoices (for Fare, Additional Fee, or Convenience Fee), you can request them through Hirna Support.

• Taxes – You are responsible for all taxes on the Fare, Convenience Fee, Additional Fee, and Cancellation Fee.

Payment Methods

1. Cash – You can pay the Total Ride Fee in cash directly to the driver after the ride.

2. E-Wallet – You can pay through Hirna’s e-wallet, managed by a third-party Payment Processor.

   • Hirna is not responsible for issues caused by the Payment Processor.

   • Any extra fees (like tolls) must still be paid in cash if they’re not included.

   • Hirna collects your e-wallet payment on behalf of the driver.
     
     

3. Credit/Debit Card, Wallet, or Online Banking –

   • Payments are processed through a Payment Gateway (PG), which may be Hirna or another authorized provider.

   • You agree to share your payment details (e.g., card info) securely with the PG to complete transactions.

   • All PGs are PCI-DSS compliant (industry standard for data security).

   • Your card info may be used for future payments unless you remove it or delete your Hirna account.
     
     

Important Reminders

• If you have a payment problem (except when caused by the Hirna app itself), you must resolve it with the Payment Processor.

• Hirna is not responsible for any unauthorized e-wallet use during or after your ride.

USER VIOLATION OF USER TERMS

You shall not smoke and drink in the Vehicles or misbehave with the Driver or act in violation of Applicable Law. In the event You are found to be involved in the activities set out above, you shall be liable to pay a fine to us and we shall also have the right to terminate the Ride. In the event You fail to pay fine after the completion of the Ride, we may at our discretion, take such steps as may be available to us under Applicable Law. You shall also be blacklisted because of non-payment of the fine or misbehaving, and in such event, Your Account may be terminated by Hirna.

CUSTOMER RELATIONSHIP MANAGEMENT

All issues, opinions, suggestions, questions, and feedback while availing our Services shall be communicated to us through email our email support@hirna.me In case of a Ride booked on our Application, you shall be required to rate the Ride after its termination. You agree to be fair, accurate and non-disparaging while leaving comment, feedback, testimonials, or reviews on or about the Rides or Services.

Reporting of any issue needs to be within 7 (seven) days of the happening of the issue, failing which, such issue will not be addressed.

Any issue reported on channels other than the above may be addressed by Hirna only on a best-effort basis. Hirna takes no liability for inability to get back on other channels.

Hirna shall endeavor to respond to Your issues within 2 (two) working days of Your reporting the same and endeavor to resolve it at the earliest possible. It is hereby clarified that issues are resolved on severity basis, and certain may be resolved earlier than the other. However, Hirna  shall not be liable for any damages or losses in the event You are not satisfied with any such resolution.

FORCE MAJEURE

We shall not be liable for any failure to perform any obligations under this User Terms, if the performance is prevented, hindered, or delayed by a Force Majeure Event and in such case our obligations under this User Terms shall be suspended for so long as the Force Majeure Event continues.

INDEMNIFICATION

By accepting these User Terms and using the Service, You agree that You shall defend, indemnify and hold Hirna, their affiliates, their licensors, and each of their officers, directors, other users, employees, attorneys and agents harmless from and against any and all claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs) arising out of or in connection with: (a) Your violation or breach of any term of these User Terms or any Applicable Law or regulation, whether or not referenced herein; (b) Your violation of any rights of any third party, including the Partners or (c) Your use or misuse of the Application or Service.

LIABILITY

The information, recommendations and/or Services provided to You on or through the Site, the Application and Hirna customer support are for general information purposes only and does not constitute advice. Hirna will reasonably keep the Site and its contents correct and up to date but does not guarantee that (the contents of) the Site is free of errors, defects, malware, and viruses or that the Site is correct, up to date and accurate.

Hirna shall not be liable for You missing trains/flights/events or delays etc. as the Service is dependent on many factors not in Hirna’s control. You must book Your Ride after considering the check-in time, traffic and weather conditions, political rallies, natural calamities, traffic barricades, car breakdowns and other un-expected delays.

In the event, there is a delay by the Vehicle in reaching the pickup location beyond 60 (SIXTY) minutes of the pickup time, Hirna shall only endeavor to get You in touch with the Driver assigned for Your Ride.

Hirna shall not be liable for any damages resulting from the use of or inability to use the Site, including damages caused by wrong usage of the Site, error in call Centre number, network issues, malware, viruses or any incorrectness or incompleteness of the Information or the or Application.

You shall take full responsibility for your items and luggage. In case of lost items inside the Vehicle during the journey, Hirna will try to locate the items on a "best-effort" basis but is not responsible for the same in case of loss or damage to the same. If You leave any goods in the Vehicle or have any complaint in respect of the Services or the use of the Vehicle, you must inform Hirna of the same in writing within 24 (twenty-four) hours of using the Vehicle or the Services of Hirna. In the event it is found, you shall be informed about the Hirna office from where You can collect it after 3 (three) working days from the date You were informed. GOJO however shall not be responsible for delivering the same back to You. If requested, GOJO may deliver the misplaced item/s back to You after 3 (three) working days from the date You were informed, subject to the place of delivery being twenty (20) miles from the Hirna office. Hirna shall charge You the applicable delivery fee based on the prevailing rates of its delivery partners.

Hirna does not assure a complete sustainability of its Service and shall not be held responsible or liable for the same, in any manner.

Hirna shall not be responsible for any loss of communication / information of status update and benefits under the program. All this information will be sent on a mobile number and/or email ID registered with Hirna. Hirna will not be responsible for appropriateness of mobile or email or any other communication medium. You shall be responsible for immediately reporting the errors, if any, occurred in the information sent to You regarding booking confirmation.

Hirna will not be responsible for any kind of loss or damage—including direct, indirect, accidental, special, or consequential damages—whether caused by contract issues, negligence, or any other legal reason, even if we were informed that such damage could happen.

Also, and as allowed by law, Hirna’s total liability for any issue related to these User Terms or the services we provide will not exceed PHP 5,000.

If Applicable Law does not permit the exclusion of certain warranties or the limitation or exclusion of liability, the scope and duration of such warranty exclusions and the extent of the liability of Hirna shall be the minimum permitted under Applicable Law.

APPLICATION LICENSE

Subject to Your compliance with these User Terms, Hirna grants You a limited, revocable, non-exclusive, non-transferable, and non-sub licensable license to download and install a copy of the Application on a single mobile device that You own or control and to run such copy of the Application solely for Your own personal use and to use the Site.

You shall not (I) license, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Service or Site in any way; (ii) modify or make derivative works based upon the Service or Application; (iii) create Internet "links" to the Service or "frame" or "mirror" any Site on any other server or wireless or Internet-based device; (iv) reverse engineer or access the Site in order to (a) design or build a competitive product or service, (b) design or build a product using similar ideas, features, functions or graphics of the Service or Site, or (c) copy any ideas, features, functions or graphics of the Service or Site, or (v) launch an automated program or script, including, but not limited to, web spiders, web crawlers, web robots, web ants, web indexers, bots, viruses or worms, or any program which may make multiple server requests per second, or unduly burdens or hinders the operation and/or performance of the Service or Site.

You shall not: (I) send spam or otherwise duplicative or unsolicited messages in violation of applicable laws; (ii) send or store infringing, obscene, threatening, libelous, or otherwise unlawful or tortious material, including material harmful to children or violate of third party privacy rights; (iii) send or store material containing software viruses, worms, Trojan horses or other harmful computer code, files, scripts, agents or programs; (iv) interfere with or disrupt the integrity or performance of the Site, the Application or Service or the data contained therein; or (v) attempt to gain unauthorized access to the Site, the Application or Service or its related systems or networks.

Hirna will have the right to fully investigate and prosecute violations of any of the above of the law. Hirna may involve and cooperate with law enforcement authorities in prosecuting users who violate these User Terms. You acknowledge that Hirna has no obligation to monitor Your access to or use of the Site, Service or Posted Content, but has the right to do so for the purpose of operating the Site and Service, to ensure Your compliance with these User Terms, or to comply with Applicable Law or the order or requirement of a court, administrative agency, or other Governmental body. Hirna reserves the right, at any time and without prior notice, to remove or disable access to any content that Hirna, at its sole discretion, considers to be in violation of these User Terms or otherwise harmful to the Site, the Service or Application.

CONTENT POSTED BY CUSTOMERS

Hirna may accept posting of any notes, messages, e-mails, photos, drawings, profiles, opinions, ideas, images, videos, audio files or other materials or information given by you on the Site ("Posted Content") by You. You represent that You have obtained all permissions and consents required to post the Posted Content and such Posted Content complies with all requirements of the Posted Content. Hirna shall not in any manner be responsible for or endorse the Posted Content.

You agree that when posting Posted Content, You will not:

Publish, post, upload, distribute or disseminate any inappropriate, profane, defamatory, infringing, obscene, indecent, or unlawful topic, blasphemous, pornographic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating, or encouraging money laundering or gambling, or otherwise unlawful material or information.

Upload files that contain software or other material protected by intellectual property laws (or by rights of privacy or publicity) unless You own or control the rights thereto or have received all necessary consents.

Upload files that contain viruses, corrupted files, or any other similar software or programs that may damage the operation of another’s computer.

Advertise or offer to sell or buy any goods or services for any business purpose unless the Site specifically allows such messages.

Conduct or forward surveys, contests, pyramid schemes or chain letters.

Download any file posted by another user that You know, or reasonably should know, cannot be legally distributed in such manner.

Falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels of the origin or source of software or other material contained in a file that is uploaded.

Deceive or mislead the addressee about the origin of a message or communicate any information which is grossly offensive or menacing in nature.

Restrict or inhibit any other user from using and enjoying the Site.

Violate any code of conduct or other guidelines which may be applicable for any Posted Content.

Harvest or otherwise collect information about others, including e-mail addresses, without their consent.

Threaten the unity, integrity, defense, security or sovereignty of any country, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation.

Violate any Applicable Laws or regulations including the Multimedia Technology Act and the rules, regulations and guidelines notified thereunder.

INTELLECTUAL PROPERTY OWNERSHIP

Hirna alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Site, Application and the Service and any suggestions, ideas, enhancement requests, feedback, recommendations; text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork and computer code; or other information provided by You or any other party relating to the Site, Application or the Service.

Third party trademarks may appear on this Site/ Application and all rights therein are reserved to the registered owners of those trademarks. For use of any third party's intellectual property, you need to get permission directly from the owner of the intellectual property for any use.

These User Terms do not constitute a sale and do not convey to You any rights of ownership in or related to the Site, the Application or the Service, or any intellectual property rights owned by Hirna. You shall be solely responsible for any violations of any laws and for any infringements of any intellectual property rights caused by use of the Services or the Site/ Application.

You may use information on the Site purposely made available by Hirna for downloading from the Site, if You:

do not remove any proprietary notice language in all copies of such documents and make no modifications to the information.

use such information only for Your personal, non-commercial informational purpose and do not copy or post such information on any networked computer or broadcast it in any media; or

do not make any additional representations or warranties relating to such information.

TERM AND TERMINATION OF LICENSE AGREEMENT

• Once you download the Hirna app and book a ride, your agreement with Hirna continues until it’s ended by either you or Hirna.

• You can end the agreement anytime by deleting your Hirna account through the app or website.

• Hirna can also end the agreement at any time and without notice if:

  • You violate any of the User Terms, or

  • You misuse the app or services in Gojo’s opinion.

• After termination, Hirna will notify you in line with these terms.

• Ending the agreement does not affect any rights or responsibilities that existed before the termination.

• Certain sections—like those on indemnity, liability, license, posted content, intellectual property, termination, notices, and dispute resolution—will continue to apply even after your account is closed.
  
  

INVALIDITY OF ONE OR MORE PROVISIONS

The invalidity of any term of these User Terms shall not affect the validity of the other provisions of these User Terms. If and to the extent that any provision of these User Terms is invalid, or is unacceptable in the given circumstances, a provision shall apply between the parties instead that is acceptable considering all the circumstances, considering the content and the purpose of these User Terms.

CONFLICT

In the event of any contradiction or inconsistency between this User Terms and any other agreement executed between You and Hirna, the terms of the User Terms shall prevail unless the exception has been expressly agreed to in writing by referring to the relevant Clause sought to be modified under this User Terms.

DISCLAIMER

You agree that Hirna is merely an electronic platform to facilitate aggregation of Vehicles and does not in any manner provide transportation services. Hirna does not endorse, advertise, advise, or recommend You avail the Services of any Driver. Hirna also does not guarantee or provide assurance in respect of the behavior, actions or data of the users posted on the Site.

We do not authorize anyone to make a warranty on Our behalf and You shall not rely on any statement of warranty as a warranty by Us.

Hirna and their representatives, officers, employees, agents, and contractors shall not be liable for any loss, damage, claim, expense, cost (including legal costs) or liability arising directly or indirectly from Your use or non-use of the Service or the Site, or Your reliance upon the Service or the information contained upon the Site (whether arising from Hirna or any other person's negligence or otherwise).

This Site, Application and all content on the Site and the Application are provided on an "as is" basis without warranties of any kind, either express or implied, including without limitation warranties of title or implied warranties of merchantability or fitness for a particular purpose. You acknowledge, by Your access of the Site and/or Application, that Your access of the Site and/or Application and availing of Services is at Your sole risk, that You assume full responsibility for Your access and use of the Site and/or Application, and that Hirna shall not be liable for any damages of any kind related to Your access and use of this Site and/or Application.

All images, audio, video, and text in the Site and/or Application are only for illustrative purposes. None of the models, actors, or products in the images, if any, is endorsing the Services in any manner. Any resemblance of any matter to anybody or anything is purely unintentional and/or coincidental.

MODIFICATION OF THE SERVICE AND USER TERMS

Hirna reserves the right, at its sole discretion, to modify or replace, in part or full, any of these User Terms, or change, suspend, block, discontinue or restrict Your use to all or any feature of the Service or Application at any time.

Hirna shall not be required to notify You of any changes made to these User Terms. The revised User Terms shall be made available on the Site. You are requested to regularly visit the Site to view the most current User Terms. You can determine when Hirna last modified the User Terms by referring to the "Last Updated" legend above. It shall be Your responsibility to check these User Terms periodically for changes. Hirna may require You to provide Your consent to the updated User Terms in a specified manner prior to any further use of the Site and the Services. If no such separate consent is sought, your continued use of the Site, following the changes to the User Terms, will constitute Your acceptance of those changes. Your use of the Site and the Services is subject to the most current version of the User Terms made available on the Site at the time of such use. "Last Updated" legend above. It shall be Your responsibility to check these User Terms periodically for changes. Hirna may require You to provide Your consent to the updated User Terms in a specified manner prior to any further use of the Site and the Services. If no such separate consent is sought, Your continued use of the Site, following the changes to the User Terms, will constitute Your acceptance of those changes. Your use of the Site and the Services is subject to the most current version of the User Terms made available on the Site at the time of such use.

NOTICE

Hirna may send you notices through any of the following:

• A general announcement on the app or website

• An email to your registered email address

• A message to your registered mobile number

If you need to contact Gojo, you may email us at support@hirna.me.

ASSIGNMENT

You shall not assign Your rights under these User Terms without prior written approval of Hirna. Hinra can assign its rights under the User Terms to any affiliate.

APPLICABLE LAW AND DISPUTE RESOLUTION

These User Terms are subject to the laws of the Philippines. Any dispute, claim or controversy arising out of or relating to these User Terms or the breach, termination, enforcement, interpretation, or validity thereof or the use of the Site, the Service, or the Application (collectively, "Disputes") the parties shall attempt to settle the same amicably, through negotiation and consultation at such offices of Hirna as Hirna may designate. In the event the dispute is not resolved internally between after at least 30 (thirty) days of negotiation, in good faith, the same shall be subject to binding and final arbitration in accordance with the Arbitration Act, as amended from time to time or in case the Arbitration Act, is no longer in force, as per any law relating to arbitration in force at the time of such reference. The reference shall be made to a sole arbitrator mutually appointed by Hirna and You. The place of the arbitration shall be Mandaluyong City, Philippines, unless otherwise mutually agreed by GOJO and You in writing. Subject to the above, any Dispute will be subject to the exclusive jurisdiction of courts in Mandaluyong City, Philippines.