Jelpala Customer Service Operational Policy

Effective Date: 2025.12.29

This Customer Service Operational Policy (the “Policy”) sets forth practical standards, procedures, guidelines, and recommendations necessary for the actual operation of the Jelpala service, excluding legal responsibilities, disclaimers, rights, and obligations already defined in the Jelpala Customer Terms of Service.

This Policy is a supplementary document to the Customer Terms of Service and does not supersede them. In the event of any conflict between the Terms of Service and this Policy, the Terms of Service shall prevail.

Article 1 (Scope of Application)

1. This Policy applies to all parcel delivery brokerage services provided through the Jelpala app and website.
2. Matters not specified in this Policy shall be governed by the Customer Terms of Service and applicable laws.
3. This Policy may be reasonably amended as necessary for service operations.

Article 2 (Definitions)

The terms used in this Policy follow the definitions set forth in the Customer Terms of Service. The following explanations are provided for operational clarity:

• Waiting Time: The time during which a Driver waits for a User after arriving at a pickup or drop-off location.
• Cancellation: Termination of a service before normal completion.
• Unclaimed Parcel: A parcel not collected by the Receiver within the designated time.
• Refusal of Receipt: A case where the Receiver explicitly refuses to accept the parcel.
• Storage: Temporary holding of an unclaimed parcel at a designated location or by the Driver.
• Declared Value: The item value provided by the User when requesting delivery.
• Compensation Cap: The maximum compensation amount determined under this Policy.

Article 3 (Fees and Pricing Principles)

1. Jelpala may establish or modify base fees and service charges depending on service type, service area, and whether the service is in beta or full operation.
2. Service fees are generally calculated on a per-parcel basis.
3. Fees may consider multiple factors, including distance, service type, handling complexity, and parcel characteristics.
4. Detailed fee structures and applicable standards are provided through the app or website.

Article 4 (Waiting Time Calculation)

1. Sender waiting time is calculated from the moment the Driver arrives inside the pickup truck stop.
2. Receiver waiting time is calculated based on the later of:
   • The ETA previously notified by the Driver; or
   • The actual arrival time if the Driver arrives later than the ETA.
3. Waiting time is calculated using timestamps recorded by the Jelpala system.
4. Waiting fees may apply if waiting time occurs. Users are encouraged to press the “I’m here” button in the app immediately upon arrival.
5. Waiting fee amounts and standards are displayed in the app.

Article 5 (ETA Guidance)

1. ETAs shown in the app or communicated by Drivers are estimates based on normal driving conditions.
2. ETAs may change due to traffic, weather, accidents, or other external factors.
3. Jelpala typically notifies the Receiver of an ETA approximately one hour in advance.
4. ETAs do not guarantee exact arrival times.

Article 6 (Restricted and Prohibited Items)

1. For safety and transportation reasons, certain items may be restricted or refused by Drivers, including:
   • Poorly packaged or impact-vulnerable items
   • Items with unstable forms posing leakage or damage risks
   • Items with strong odors or leakage potential
   • Items that may contaminate the vehicle or affect other cargo
   • Any items reasonably deemed unsafe for transport
2. Drivers may determine acceptance or refusal based on on-site conditions and safety considerations.
3. Acceptance may vary depending on packaging, size, weight, and transport environment.
4. Restricted item standards may change based on operational needs, legal requirements, or policy updates.

Article 7 (Recommended Weight and Size)

1. Jelpala may establish recommended weight and size limits for safe transportation.
2. These recommendations are announced in advance via the app or website.
3. Even if a parcel exceeds recommendations, service may proceed if the Driver determines it is safe.
4. The Driver has final discretion regarding transport feasibility.

Article 8 (Absence of Sender or Receiver)

1. If the Sender or Receiver fails to appear within the designated time, the service may be cancelled or terminated according to app standards.
2. In such cases, parcels may be stored at a truck stop or temporarily retained by the Driver.
3. If re-pickup or re-delivery is requested, the original service fee may apply again.

Article 9 (Compensation Standards)

1. If damage, deterioration, or loss occurs during delivery, compensation eligibility is assessed internally.
2. The current maximum compensation per parcel is USD $50.
3. Actual compensation does not exceed the cap, regardless of declared value.
4. Compensation may be limited or denied in cases including:
   • Undeclared or falsely declared item value
   • Inadequate packaging or inherent item characteristics
   • User fault
   • Force majeure events beyond reasonable control
5. Compensation procedures and required documentation follow operational guidelines.

Article 10 (User Guidance and Recommendations)

1. Users are encouraged to regularly check app notifications and messages.
2. Please verify ETAs in advance to avoid unnecessary Driver waiting time.
3. Service inquiries should be submitted via the in-app customer support feature.

Article 11 (Amendments to This Policy)

1. This Policy may be amended as necessary for service operations.
2. Changes will be announced through the Jelpala app or official notices.
3. Amended policies take effect upon announcement unless otherwise stated.

© Jelpala. All rights reserved.