Dojo Platform — Rider Terms

Terms of Service

Last Updated: March 8, 2026

Effective Date: March 15, 2026

1. Introduction and Acceptance

1.1 Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "Rider", "you", or "your") and Hello Dojo Inc ("Dojo", "we", "us", or "our"), together with its Spanish affiliate Samachi Ibiza SL, with registered office in Ibiza, Spain.

By downloading, installing, accessing, or using the Dojo User mobile application ("App") or any related services (collectively, the "Services"), you agree to be bound by these Terms. If you do not agree to these Terms, do not use our Services.

1.2 Additional Agreements

Your use of our Services is also governed by:

  • Our Privacy Policy — how we collect and use your data
  • Specific service terms — displayed when booking particular services
  • Third-party terms — our payment processor (Stripe) and other providers

1.3 Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes via email or in-app notification at least 15 days before they take effect. Your continued use of the Services after changes become effective constitutes acceptance of the modified Terms.

2. Eligibility and Account Requirements

2.1 Age Requirement

You must be at least 18 years old to use our Services. By creating an account, you represent and warrant that you meet this age requirement.

2.2 Account Registration

To use our Services, you must:

  • Provide accurate, current, and complete information during registration
  • Maintain the accuracy of your account information
  • Keep your password confidential and secure
  • Notify us immediately of any unauthorized use of your account

2.3 Account Responsibility

You are solely responsible for all activities that occur under your account, whether or not authorized by you. We are not liable for any loss or damage arising from your failure to protect your account credentials.

2.4 One Account Per Person

Each individual may only maintain one Dojo User account. Creating multiple accounts may result in termination of all accounts.

3. Description of Services

3.1 Ride-Hailing Services

Dojo is a technology platform that connects riders with independent transportation providers ("Drivers"). We provide:

  • On-demand ride booking
  • Scheduled rides
  • Real-time ride tracking
  • In-app payment processing
  • Driver ratings and reviews

3.2 Concierge Services

We also offer premium concierge services including (subject to availability):

  • Restaurant and club reservations
  • Yacht charters
  • Event tickets and VIP access
  • Accommodation bookings
  • Personal assistance

3.3 Dojo is a Platform, Not a Transportation Company

Important: Dojo is a technology platform, not a transportation company. We do not provide transportation services directly. All transportation is provided by independent Drivers who are not our employees. We facilitate connections between riders and drivers but do not control, supervise, or direct drivers' operations.

3.4 Regulatory Compliance (VTC Services)

Dojo operates in compliance with Spanish transportation law, including:

  • Ley 16/1987, de 30 de julio, de Ordenación de los Transportes Terrestres
  • Real Decreto 1211/1990, de 28 de septiembre (development regulations)
  • Real Decreto Legislativo 1/2007 (LGDCU) — Consumer protection

Balearic Islands Specific Regulations:

  • Ley 4/2014, de 20 de junio, de transportes terrestres y movilidad sostenible de las Illes Balears
  • Decreto 43/2014, de 3 de octubre, establishing VTC-specific provisions for the Balearic Islands
  • Ley 1/2024, de 16 de febrero, de medidas para la mejora de la regulación de los servicios de transporte con vehículos de hasta nueve plazas en las Illes Balears
  • Applicable Consell Insular d'Eivissa local transport ordinances

All Drivers providing services through our platform must hold valid VTC (Vehículo de Turismo con Conductor) authorizations or equivalent licenses as required by law, and maintain liability insurance coverage of at least €50 million in accordance with regulatory requirements. In accordance with Balearic law, VTC vehicles may not circulate on public roads seeking passengers or pick up travelers without prior booking through the platform.

4. Using Our Services

4.1 Booking a Ride

When you request a ride:

  1. You provide pickup and dropoff locations
  2. We display estimated fare and wait time
  3. You confirm the booking request
  4. We match you with an available Driver
  5. The Driver proceeds to your pickup location

4.2 Fare Estimates and Final Charges

  • Estimates: Fare estimates displayed before booking are based on expected route, time, and distance
  • Final fare: May differ due to actual route taken, traffic, waiting time, tolls, or other factors
  • Cancellation fees: May apply if you cancel after a Driver is assigned (see Section 6)
  • No-show fees: May apply if you don't appear at the pickup location

4.3 Your Responsibilities During Rides

You agree to:

  • Be at the designated pickup location at the scheduled time
  • Treat Drivers with respect and courtesy
  • Wear seatbelts as required by law
  • Be responsible for any damage you cause to the vehicle
  • Comply with all Driver instructions regarding safety

The following are expressly prohibited during rides:

  • Smoking, vaping, or consuming alcohol in the vehicle
  • Consuming illegal drugs or controlled substances
  • Engaging in sexual activity
  • Carrying weapons, explosives, or hazardous materials
  • Requesting the Driver to violate traffic laws or commit illegal acts
  • Behavior contrary to public order, morality, or good customs

Violation Consequences: The Driver has the right to immediately terminate the ride if you violate these rules. You will be charged for the portion of the trip completed, and may face additional penalties, account suspension, or charges for any vehicle damage or cleaning required.

4.4 Transport Timing Disclaimer

Important: If you book a ride less than 2 hours before a scheduled flight, train, or ferry departure, Dojo is not responsible for the cost of your ticket or any losses incurred if you do not arrive in time. Please allow adequate buffer time for unexpected delays.

4.5 Passengers and Minors

  • All passengers must comply with these Terms
  • You are responsible for the behavior of any guests traveling with you
  • Minors (under 18) may only travel if accompanied by an adult account holder
  • Child seats are required where mandated by law; you are responsible for providing appropriate child restraints
  • You may not authorize third parties to use your account or allow minors under 18 to access the App through your account

5. Payments

5.1 Payment Methods

We accept payment through:

  • Credit and debit cards
  • In-app wallet (where available)
  • Other electronic methods we may add from time to time

Cash payments are not accepted. You must maintain a valid electronic payment method on file to use our Services.

5.2 Payment Processing

  • Payments are processed by Stripe, our third-party payment processor
  • By adding a payment method, you authorize us to charge it for Services used
  • Pre-authorization: We reserve the right to request pre-authorization from your card issuer before each ride. This pre-authorization does not constitute actual payment, which is only charged upon ride completion
  • Final charges are processed after ride completion
  • We may validate your payment method upon registration

5.3 Payment Method Restrictions

To prevent fraud and abuse:

  • A single payment method may not be used on more than two (2) independent accounts
  • If a payment method is found on more than two accounts, we may block all associated accounts until you provide documentary proof of ownership of both accounts and the payment method
  • We reserve the right to block, cancel, or void any payment method when there are reasonable suspicions of improper use

5.4 Receipts

Electronic receipts are provided in the App and sent to your registered email address after each transaction.

5.5 Pricing

  • Base fare, distance, and time charges: Displayed before booking
  • Surge pricing: May apply during periods of high demand (clearly displayed before booking)
  • Tolls and fees: Additional charges may apply for tolls, airport fees, or other surcharges
  • Tips: You may tip Drivers through the App (100% goes to the Driver)

5.6 Refunds and Disputes

  • Refund requests: Must be submitted within 7 days of the ride via the App or support@hellodojo.ai
  • Investigation: We will investigate disputes and respond within 14 business days
  • Chargebacks: If you initiate a chargeback without first contacting us, we reserve the right to dispute it and suspend your account
  • Refunds will be processed in accordance with Article 21 of Real Decreto Legislativo 1/2007 (LGDCU) where applicable

5.7 Promotions, Discounts, and Referral Codes

  • Promotional codes and discounts are non-transferable and for personal use only
  • Promotions expire 3 months from creation unless otherwise specified
  • We reserve the right to cancel or reduce the value of promotions at any time
  • The value of promotions or discounts may be limited to certain vehicle categories or service types
  • Promotions are not valid for corporate accounts unless explicitly stated
  • The following is strictly prohibited:
    • Creating multiple accounts to benefit from promotions
    • Sharing payment methods between accounts to fraudulently obtain discounts
    • Any misuse of the referral program
  • We reserve the right to recover the value of improperly used promotions and suspend accounts engaged in abuse
  • Improper use includes any utilization of the App contrary to law or these Terms

5.8 Currency

All prices are displayed and charged in Euros (€) unless otherwise specified.

6. Cancellations

6.1 Cancellation by Rider

You may cancel a ride at any time. However:

  • Before Driver assignment: No fee
  • After Driver assignment but before Driver arrives: Cancellation fee may apply (displayed before cancellation)
  • After Driver arrives: Full no-show fee may apply

6.2 Cancellation by Driver

Drivers may cancel rides in certain circumstances. If a Driver cancels:

  • You will not be charged
  • We will attempt to find another Driver
  • Repeated cancellations by a Driver may result in their account review

6.3 Cancellation by Dojo

We may cancel rides if:

  • No Driver is available within a reasonable time
  • We suspect fraud or Terms violations
  • Safety concerns arise

7. Ratings and Reviews

7.1 Rating System

After each ride, you may rate your Driver and leave feedback. Drivers may also rate you. Ratings are:

  • Based on a 5-star scale
  • Visible to the rated party
  • Used to maintain service quality

7.2 Your Rating

  • Low ratings may result in Drivers declining your requests
  • Consistently low ratings may result in account review or suspension
  • Ratings are based on factors like punctuality, cleanliness, and behavior

7.3 Review Guidelines

Reviews must:

  • Be honest and based on actual experience
  • Not contain offensive, discriminatory, or illegal content
  • Not disclose personal information about Drivers

We may remove reviews that violate these guidelines.

8. Prohibited Conduct

You agree NOT to:

8.1 Service Misuse

  • Use the Services for any illegal purpose
  • Request rides for illegal activities
  • Misuse promotional codes or referral programs
  • Create multiple accounts to circumvent restrictions
  • Resell or transfer your account

8.2 Harmful Behavior

  • Harass, threaten, or abuse Drivers or other users
  • Discriminate against Drivers based on protected characteristics
  • Make false reports about Drivers
  • Damage Drivers' vehicles
  • Carry weapons (unless legally authorized and declared)

8.3 Platform Integrity

  • Attempt to access systems or data you're not authorized to access
  • Interfere with or disrupt the Services
  • Reverse engineer, decompile, or disassemble the App
  • Use automated systems (bots) to interact with the Services
  • Circumvent any security measures

9. Safety

9.1 Safety Features

Our App includes safety features such as:

  • Real-time trip tracking
  • Share trip with contacts
  • Emergency assistance button
  • 24/7 support

9.2 Your Safety Responsibilities

  • Verify the Driver and vehicle match App details before entering
  • Use the "Share Trip" feature when traveling alone at night
  • Report safety concerns immediately through the App or to local authorities
  • Trust your instincts — don't get in if something feels wrong

9.3 Emergencies

In case of emergency during a ride:

  • Contact local emergency services (112 in Spain)
  • Use the in-app emergency button
  • Contact us at support@hellodojo.ai after ensuring your safety

9.4 Accident Response Protocol

In the event of a traffic accident or serious incident during your ride, our customer support team will:

  1. Provide telephone support to affected passengers
  2. Contact emergency services (112) if medical attention is needed
  3. Arrange an alternative vehicle to complete your journey (where possible)
  4. Refund the fare for the affected trip
  5. Facilitate communication with the transport company (that provided the service during which the accident occurred) to provide you with the vehicle details and insurance policy information, so you can process any compensation claims with the insurer

9.5 Lost Property

You must remove all personal belongings from the vehicle upon completing your ride. If you leave any items in a vehicle:

  • Report the loss immediately through the in-app Help Center or by contacting support@hellodojo.ai
  • We will make reasonable efforts to connect you with the Driver to facilitate recovery
  • Dojo is not responsible for lost, stolen, or damaged property left in vehicles
  • Drivers are not obligated to return items but are encouraged to do so through our lost property process
  • Recovery of items may be subject to a handling fee

10. Complaints and Consumer Rights

10.1 Official Complaint Forms (Hojas de Reclamación)

In accordance with Spanish consumer protection law, official complaint forms are available upon request. You may request them by:

10.2 Submitting Complaints

You may submit complaints and claims through:

All complaints will be handled by our customer service team in the shortest possible time and, in all cases, within the legally established periods.

10.3 Consumer Arbitration

As an EU consumer, you have the right to submit disputes to consumer arbitration boards (Juntas Arbitrales de Consumo) and may use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

11. Intellectual Property

11.1 Our Intellectual Property

The App, including all content, features, and functionality, is owned by Dojo and protected by international copyright, trademark, and other intellectual property laws. This includes:

  • The Dojo name, logo, and trademarks
  • App design and user interface
  • Software and source code
  • Documentation and marketing materials

11.2 Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to use the App for personal, non-commercial purposes in accordance with these Terms. This license does not include the right to:

  • Modify, adapt, or create derivative works
  • Distribute, license, or sell the App
  • Remove any proprietary notices
  • Use the App for competitive purposes

11.3 User Content

By submitting content (reviews, feedback, photos) through our Services, you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute such content in connection with our Services.

12. Disclaimers and Limitations of Liability

12.1 Service Disclaimer

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, INCLUDING:

  • MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE
  • NON-INFRINGEMENT
  • ACCURACY, RELIABILITY, OR COMPLETENESS OF CONTENT
  • UNINTERRUPTED OR ERROR-FREE SERVICE

12.2 Transportation Disclaimer

WE DO NOT PROVIDE TRANSPORTATION SERVICES. We are a technology platform connecting riders with independent Drivers. We do not:

  • Employ, control, or supervise Drivers
  • Own or operate vehicles
  • Guarantee Driver availability, quality, or safety
  • Assume responsibility for transportation services

12.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

  1. We are not liable for:

    • Acts or omissions of Drivers
    • Personal injury, death, or property damage during rides
    • Loss of property left in vehicles
    • Delays, cancellations, or service interruptions
    • Third-party services or websites

  2. Our total liability for any claims arising from these Terms or your use of the Services shall not exceed the greater of:

    • €100; or
    • The total amount you paid to us in the 12 months preceding the claim

  3. We are not liable for indirect, incidental, special, consequential, or punitive damages, regardless of cause or theory of liability.

12.4 Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under EU law, including the Consumer Rights Directive (2011/83/EU) and Spanish consumer protection laws (Real Decreto Legislativo 1/2007).

13. Indemnification

You agree to indemnify, defend, and hold harmless Dojo, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from:

  • Your use of the Services
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Your conduct during rides
  • Damage you cause to vehicles or property

14. Dispute Resolution

14.1 Informal Resolution

Before initiating formal proceedings, you agree to contact us at legal@hellodojo.ai and attempt to resolve any dispute informally within 30 days.

14.2 Governing Law

These Terms are governed by the laws of Spain, without regard to conflict of law principles. EU consumer protection regulations apply where mandatory.

14.3 Jurisdiction

Any disputes not resolved informally shall be submitted to the exclusive jurisdiction of the courts of Ibiza, Balearic Islands, Spain, except where EU consumer law grants you the right to bring proceedings in your place of residence.

14.4 European Online Dispute Resolution

If you are an EU consumer, you may also use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

15. Termination

15.1 Termination by You

You may terminate your account at any time by:

Account deletion does not remove your obligation to pay outstanding charges.

15.2 Termination by Us

We may suspend or terminate your account immediately if:

  • You violate these Terms
  • You engage in fraud or illegal activity
  • You pose a safety risk
  • You abuse Drivers or the platform
  • Required by law

15.3 Effect of Termination

Upon termination:

  • Your license to use the App ends immediately
  • You must cease all use of the Services
  • We may retain your data as required by law (see Privacy Policy)
  • Provisions that by their nature should survive will survive termination

16. Miscellaneous

16.1 Entire Agreement

These Terms, together with the Privacy Policy and any additional terms, constitute the entire agreement between you and Dojo regarding the Services.

16.2 Severability

If any provision of these Terms is found unenforceable, the remaining provisions will continue in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of such right or provision.

16.4 Assignment

You may not assign or transfer these Terms without our consent. We may assign our rights and obligations without restriction.

16.5 Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, or infrastructure failures.

16.6 Language

These Terms are provided in English and Spanish. In case of conflict, the Spanish version prevails for legal purposes in Spain.

16.7 Notices

Notices will be sent to the email address associated with your account. You are responsible for keeping your contact information current.

17. Contact Information

For general inquiries: Email: support@hellodojo.ai

For legal matters: Email: legal@hellodojo.ai

Registered Office: Hello Dojo Inc c/o Samachi Ibiza SL Ibiza, Balearic Islands Spain

18. Withdrawal Right (EU Consumers)

18.1 Right of Withdrawal

Under the Consumer Rights Directive, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day of the conclusion of the contract.

18.2 How to Withdraw

To exercise your right of withdrawal, you must inform us of your decision by clear statement (e.g., email to legal@hellodojo.ai).

18.3 Exception for Services

Important: If you use our Services (book a ride) within the withdrawal period, you acknowledge that you have requested immediate performance and that you lose your right of withdrawal once the service has been fully performed.