BBBring Refund, Cancellation & Order-Adjustment Policy

Document ID: RCP-01 | Effective Date: 17 July 2026 | Philippines

Note: Philippines-focused template. Bracketed fields should be completed and reviewed by Philippine legal counsel before relying on this version in production.

BBBRING REFUND, CANCELLATION AND ORDER-ADJUSTMENT POLICY Customer-facing template for ride-hailing, food delivery, parcel delivery, merchant orders and platform subscriptions. Effective date: 17 July 2026 | Document ID: RCP-01

Purpose: This document is a Philippines-focused operating template. It requires review and completion by BBBRING’s Philippine legal counsel before publication, signature or implementation.

Refund, Cancellation and Order -Adjustment Policy Philippines -focused template | Version 1.0 | Effective date: 17 July 2026

Customer-rights statement This Policy explains BBBRING’s operating process. It does not remove or limit any remedy that a customer may have under applicable Philippine consumer-protection, e-commerce, payments or other laws. Refund conditions, timeframes and methods should be clearly displayed in the app before an order or payment is confirmed.

1. Purpose and Coverage

This Refund, Cancellation and Order-Adjustment Policy (Policy) applies to services booked or paid for through BBBRING, including ride-hailing, food delivery, parcel delivery, merchant orders, authorised out-of-pocket purchases and BBBRING subscriptions. It should be read with the BBBRING Terms and Conditions, Privacy Policy, Merchant Terms and Service Provider Agreement. Where a service involves a merchant, driver, rider, delivery partner, payment processor or another third party, BBBRING may coordinate the investigation and outcome. BBBRING will apply this Policy consistently, based on the service record, available evidence, applicable law and the particular facts of the request.

2. Key Principles

• Customers should receive clear pre-booking information about price, service scope,

cancellation fees, subscription charges, refund eligibility, refund method and expected processing period.

• BBBRING will not charge or retain a cancellation charge where the cancellation is caused

by BBBRING, a Merchant or a Service Provider failure, a verified safety concern, a duplicate payment or another circumstance where a fee would be unfair or unlawful.

• No customer will be charged an additional amount for a price increase, substitution or out-

of-pocket item without the customer’s recorded approval through the app or another authorised channel, except where an applicable law permits otherwise and the customer has been properly informed.

• A decision under this Policy does not prevent a customer from raising a legitimate complaint

with BBBRING or seeking an available remedy from the appropriate regulator, payment provider or court.

3. How to Request a Cancellation, Refund or Fare Review

1. Open the relevant booking or order in the BBBRING app and select Cancel, Get Help,

Report an Issue or the equivalent support option.

2. Provide an accurate description of the issue and upload receipts, photographs, screenshots,

delivery evidence or other information where reasonably available.

3. Submit the request within the applicable in-app period shown for the service type. If you

could not submit in time because of an emergency, technical issue or other reasonable cause, contact BBBRING Support at support@bbbring.com.

4. BBBRING will acknowledge the request, investigate the service record and notify you of the

decision or any further information required.

4. Ride-Hailing Cancellations and Refunds

Situation Default Outcome Operational Notes Cancelled before a driver is assigned No fare charged; any payment authorisation is released or reversed. If a payment is already captured due to a technical issue, BBBRING will process a refund. Cancelled after driver assignment but before pickup A cancellation fee may apply only if it was disclosed before booking and the cancellation was not caused by BBBRING, the driver or a verified safety issue. Fee amount and waiting period must be visible in the app. Driver does not arrive, cancels, or is materially delayed No cancellation fee; refund or rebooking support where payment was captured. BBBRING may review GPS, contact logs and service history. Safety concern or mismatch with app details No cancellation fee where the concern is reasonably verified; case may be escalated to Safety Support. Customers should use SOS/emergency services where immediate danger exists. Incorrect route, duplicate charge or fare calculation concern Fare review, partial refund, full refund or correction where supported by records. Customers should report promptly with any relevant evidence.

5. Food and Merchant Order Cancellations, Refunds and Replacements

Situation Default Outcome Operational Notes Order cancelled before merchant acceptance Full refund of the order value and related delivery charge, if charged. Payment authorisations will be released or reversed.

Situation Default Outcome Operational Notes Merchant cannot fulfil the order, cannot provide an approved substitute, or materially changes price without approval Full or partial refund for unavailable, rejected or unfulfilled items; no additional charge without customer approval. Customer may choose a replacement, partial order, cancellation or refund where supported. Order cancelled after merchant acceptance and preparation has begun Refund may be unavailable for a change of mind, subject to applicable law and the actual facts. No refund decision limits rights for defective, misrepresented, wrong, unsafe, expired or missing goods or services. Wrong, missing, damaged, unsafe, expired, counterfeit or materially defective item Replacement, redelivery, partial refund or full refund, as appropriate. BBBRING may request photos, packaging details, merchant confirmation or other reasonable evidence. Delivery failure caused by Service Provider or BBBRING systems Appropriate refund, redelivery or BBBRING credit, at customer choice where practicable and permitted. No customer cancellation fee should apply. Customer unavailable at delivery point Outcome depends on the service type, delivery instructions, contact attempts and perishable-goods status. Any fee or non-refund outcome must be disclosed in-app and applied fairly.

6. Parcel Delivery Cancellations, Claims and Refunds

Situation Default Outcome Operational Notes Cancelled before a Service Provider accepts the request No delivery fee charged; payment authorisation released or reversed. Applies unless a separately disclosed booking or dispatch fee has already been accepted. Cancelled after acceptance but before pickup A disclosed cancellation fee may apply only where reasonable and not caused by BBBRING or the Service The app should show the applicable fee before confirmation.

Situation Default Outcome Operational Notes Provider. Parcel lost, damaged, misdelivered or materially delayed Case review and available refund, compensation or claim process under the applicable service terms and law. Customers must provide accurate item, value and packaging information. Limits, exclusions and declared-value options must be clearly shown before booking. Prohibited or unsafe parcel content No refund where cancellation is due to prohibited, unlawful, unsafe or undisclosed contents, except as required by law. BBBRING may report suspected unlawful content to authorities where required or appropriate.

7. Order Adjustments and Out-of-Pocket Items

An order adjustment occurs where an item is unavailable, a merchant proposes a substitution, a price differs from the original order, an item quantity changes, or a Service Provider needs to make an authorised out-of-pocket purchase on the customer’s behalf.

• BBBRING will seek the customer’s recorded approval before charging more than the original

order total or substituting an item, except where an emergency or applicable law permits another process.

• Customers may accept the adjustment, reject the adjustment, select an available alternative,

cancel affected items, or request a refund in accordance with this Policy.

• Where a customer approves an out-of-pocket purchase, the Service Provider must provide

receipt evidence through the platform. BBBRING may limit reimbursement to the approved amount or a documented lower amount.

• Where an approved adjustment reduces the total order value, BBBRING will process the

appropriate partial refund or payment correction.

8. Subscription Plans and Platform Access Fees

Subscription plans, trial terms, renewal timing, inclusions, pricing, tax treatment, cancellation method and any refund terms must be shown clearly before purchase. A customer may cancel a subscription through the BBBRING app or the method stated at purchase. Cancellation will stop future renewals unless a different term was clearly agreed. Subscription charges already paid are generally non-refundable for the current billing period where access has been made available, except where BBBRING states otherwise, the charge was unauthorised, duplicate or erroneous, the service was materially unavailable, or a refund is required by applicable law. If BBBRING offers a trial, guarantee or promotional refund period, the specific terms shown at purchase will control.

9. Refund Method and Processing Time

BBBRING will normally return an approved refund to the original payment method. Where this is not possible, BBBRING may offer a reasonable alternative such as wallet credit, bank transfer or another lawful method, with the customer’s consent where required. BBBRING will state the expected processing timeframe in the app or confirmation notice. Payment Type BBBRING Processing Target Important Note Card, e-wallet or online payment [Insert: e.g., 5-10 business days after approval] The card issuer, bank or wallet provider may take additional time to post the credit. Cash payment or cash-on-delivery adjustment [Insert] A refund may require bank, wallet or approved alternative details. BBBRING wallet credit [Insert] Wallet credit terms and expiry, if any, must be disclosed before acceptance. Subscription billing [Insert] Refund timing depends on the original payment channel and approved outcome.

A payment authorisation is not always a completed charge. Where a booking is cancelled before a charge is captured, BBBRING may release or void the authorisation rather than issue a separate refund. Your bank or payment provider determines when the released amount becomes available.

10. Evidence, Investigation and Fraud Prevention

BBBRING may request reasonably necessary evidence to assess a claim, including screenshots, photographs, receipts, delivery photos, merchant confirmation, GPS records, app logs, chat records, identity verification or payment records. BBBRING will handle personal information in accordance with its Privacy Policy and applicable data-protection law. BBBRING may deny, reverse or delay a claim where there is evidence of fraud, abuse, duplicate claims, intentionally false information, unlawful activity or a chargeback already resolved by the payment provider. This does not limit any mandatory legal remedy or legitimate complaint process.

11. Chargebacks and Payment Disputes

Before starting a chargeback, customers are encouraged to contact BBBRING Support so the matter can be investigated quickly. If a chargeback is initiated, BBBRING may provide relevant records to the payment provider and may pause a duplicate internal refund while the payment dispute is active. BBBRING will not retaliate against a customer for raising a good-faith complaint or using a lawful dispute process.

12. Customer Support, Escalation and External Complaint Options

For support, contact BBBRING at [support email], [hotline], or through the in-app Help Centre. If a matter remains unresolved, BBBRING will provide the customer with an escalation path and a written outcome where appropriate. Customers in the Philippines may also be able to use the Department of Trade and Industry consumer complaint and online dispute-resolution channels for eligible business-to-consumer concerns. BBBRING’s policy does not prevent a customer from exercising statutory or regulatory rights.

13. Changes to This Policy

BBBRING may update this Policy to reflect legal, product, payment, safety or operational changes. The current version and effective date will be published in the BBBRING app, website or other designated channel. Material changes will be notified in advance where reasonably practicable or required by law. A change will not retrospectively reduce rights for a transaction already completed, except where required by law or necessary to address fraud, error or safety.

14. Contact Details

Support email [Insert] Customer support hotline [Insert] Safety / emergency channel [Insert] Privacy contact / Data Protection Officer [Insert] Postal address [Insert] Operating hours [Insert]

Reference Materials for Counsel Review The following resources informed the compliance-oriented structure of this template. They should be checked again before final publication:

• DTI - National Standard Guidelines for E-commerce Transactions:

https://bps.dti.gov.ph/press-releases/28-2021/259-dti-issues-national-standard-guidelinesfor-e-commerce-transactions — DTI stated that refund policies should clearly state refund conditions, reimbursement timeframe and payment method.

• DTI - Internet Transactions Act related laws and policy issuances:

https://ecommerce.dti.gov.ph/related-laws-policy-issuance/ — Includes RA 11967, its 2024 IRR and the Consumer Act among applicable e-commerce sources.

• DTI - Is “No Return, No Exchange” policy allowed?: https://fairtrade.dti.gov.ph/faq/is-no-

return-no-exchange-policy-allowed/ — Explains that a business may not deny remedies where goods are defective, expired, fake or otherwise fall within legal protections.

• DTI Consumer CARe / Online Dispute Resolution: https://consumercare.dti.gov.ph/ —

DTI’s platform for eligible business-to-consumer consumer complaints and online dispute resolution.

• National Privacy Commission - Data Privacy Act of 2012: https://privacy.gov.ph/data-

privacy-act/ — Philippines data-privacy framework for personal information.