Quality

Quality issues

We process a 20% refund for any QA issue related to the transfer. Most common QA issues are:

• Driver was late
• Wrong vehicle sent
• No meet and greet service provided.
• Vehicle was not clean
• Driver was rude

You will get a notification email every time there is a QA issue related to one of your bookings.

Fulfillment

• Remember, providers pledge to fulfill ALL bookings, no matter the cost to the Provider, barring (excluding) external events like weather or safety concerns, even if that means Provider must hire a third party to fulfill an order. If Provider fails to service a booking and it results in a customer having to book alternative transportation, the Provider will receive no payment but will still owe Mozio its commission, credit card fees, plus credit the customer the price of the original booking. So for instance, if the Provider does not fulfill an $18 booking, they will not receive any payment, but will still owe Mozio a 20% commission, and a 3% + 30 cents credit card fee. Mozio will then provide the customer $18 credit on Mozio, which will be subtracted from the next cycle’s payout. The provider will also be charged a $25 penalty for reservations up to $25 and the amount of the reservation for those under this value.
• Provider agrees to replace and refund orders upon the customer's request, when both Mozio and the Provider have determined it is the Provider’s fault, and not a frivolous customer request. Provider agrees that the quality and cost of services offered to customers who book through Mozio shall be at least as high as the quality of services offered to any other customers of Provider, and the prices charged to customer shall not exceed what Provider charges other customers. Provider shall notify Mozio within three (3) days of receipt of any Customer complaint, claim or action regarding a Transaction. Provider acknowledges and agrees that Mozio shall have the right to attempt to settle any such formal complaint, claim or action directly with the Customer. If Mozio attempts such a settlement Provider shall provide Mozio with reasonable information and assistance, at Mozio’s expense, to help Mozio to reach settlement and Provider shall refrain from taking any other action in respect of the relevant complaint, claim or action unless required to do so by law.
• Provider acknowledges that Mozio reserves the right to refuse to provide customer/fulfillment services to a Customer, in its sole discretion, including, without limitation, in the event of: (i) rejection by the applicable credit card company; (ii) inability to authenticate credit card; (iii) inability to authenticate card holder; and (iv) Customer’s history with Mozio.

If you have questions please contact us at qa@mozio.com