Legal – Anti-Fraud Policy

Anti-Fraud Policy

This Anti-Fraud Policy (this Policy) is intended to serve as a guide to users of the DiDi Mobility (Australia) Pty Ltd ACN 623 144 963 in Australia and/or DiDi Mobility (New Zealand) Limited (company number 8037474) in New Zealand (individually and collectively (as applicable) DiDi) app and platform (DiDi App). It provides examples of the types of events that may be considered to be fraudulent and/or dishonest behaviour and provides guidance as to how such complaints or investigations may be addressed.

We treat all complaints or investigations of fraudulent or dishonest activity seriously and will take appropriate steps to address such complaints.

This Policy is intended to help to maintain a service standard and protect DiDi’s reputation, for the mutual benefit of both DiDi and the DiDi community including you.

Please be aware that the actions proposed in this Policy are for reference only. DiDi may, in its sole discretion, propose any other actions that are consistent with DiDi’s culture and policies, and reasonable in the circumstances. 

In this Policy, a fraud case means a scenario where DiDi has determined that a driver, passenger and person who require delivery of packages (User) has engaged in dishonest or fraudulent conduct. Please be aware that this Policy is not intended to provide an exhaustive list of all fraudulent events.

Drivers should also be familiar with DiDi’s Driver Suspension and Disqualification Policy, Complaint Handling Policy, Delivery Rules and any terms and conditions applicable to any promotion. Passengers should also be familiar with the Delivery Rules and any applicable terms and conditions for any promotion

No.

Events

Proposed Actions

1

Trip unpaid due to payment failure (e.g. insufficient funds, invalid cards, payment blocked by bank, etc.)

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will not take any further steps to seek payment from the passenger or User on the driver’s behalf and will not provide any payment to the driver.

(2)     If the driver is not at fault, payment will be sought from the passenger or User and will be provided to the driver if the payment is received from the passenger or User.

2

Trip paid but triggered DiDi’s anti-fraud system and flagged for investigation (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulate the DiDi system, etc.)

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will return the payment to the passenger/User on the driver’s behalf and will not provide any payment to the driver.

(2)     If the driver is not at fault, the payment will be provided to the driver.

3

Trip unpaid but triggered DiDi’s anti-fraud system and flagged for investigation (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulates the DiDi system, etc.)

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will not take any further steps to seek payment from the passenger or User on the driver’s behalf and will not provide any payment to the driver.

(2)     If the driver is not at fault, payment will be sought from the passenger or User and will be provided to the driver if the payment is received from the passenger or User.

4

Trip paid with a stolen credit card

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If matter is found to be a fraud case, DiDi will return the payment to the cardholder and will not provide any payment to the driver.

(2)     If the driver is not at fault, DiDi will return the payment to the cardholder or the relevant financial institution and as a gesture of goodwill, will make a payment to the driver which is equivalent to the amount the driver would have been entitled to receive from the passenger or User in relation to the relevant trip.

(3)     DiDi may seek payment from the passenger or User if the passenger or User is at fault. DiDi may, in its own discretion, suspend the passenger’s or User’s account or do any other act that is appropriate in the circumstances.

5

Trip paid but the system detected that the driver has deliberately increased the time or distance of the trip (and was not directed to do so by the passenger or User)

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If the driver is found to have deliberately taken a longer or an incorrect route, DiDi will (a) provide the driver with a payment based on the original estimated fare; and (b) refund the difference to the passenger or User.

(2)     If the driver is not at fault, the full payment paid by the passenger or User will be provided to the driver.

6

Driver completed the trip without picking up the passenger or packages to be delivered

DiDi will return the payment to the passenger or User and will not provide any payment to the driver.

7

Trip paid but the driver started a trip before picking up the passenger or packages to be delivered, or delayed ending a trip after dropping off the passenger or packages

Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will (a) provide the driver with a payment based on the original estimated fare; and (b) refund the difference to the passenger or User.

(2)     If the driver is not at fault, the full payment paid by the passenger or User will be provided to the driver.

8

Cancellation fee disputed

The cancellation fee payment will be suspended and the matter will be investigated by DiDi. Following the investigation:

(1)     If DiDi finds that the passenger was provoked by the driver to cancel the request (e.g. driver messages or calls a rider to cancel, driver deliberately delays pick up by driving away from the passenger’s location, or the driver stays at the same spot for an extended period of time), DiDi will refund the cancellation fee to the passenger and will not provide any payment to the driver. DiDi will, in making a decision, consider a driver’s cancellation history and any other factors it deems relevant.

(2)     If the driver is not at fault, the cancellation fee will be provided to the driver.

9

Detected or undetected fraud and complaint received from a passenger after a trip has been paid by the passenger or by DiDi (as a gesture of goodwill), and the payment has been received by the driver.

DiDi will investigate the complaint. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will facilitate a “chargeback” from the driver’s next payment cycle and will return the payment to the passenger/User or DiDi (if prepaid by DiDi) as appropriate.

(2)     If the driver is not at fault, no further action will be taken.

10

DiDi’s anti-fraud system detected that promotion or rewards have been obtained by unfair, deceptive, fraudulent or dishonest means (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulates the DiDi system, etc)

DiDi will investigate the matter. Following the investigation:

(1)     If the matter is found to be a fraud case, DiDi will decline any promotion or rewards that would have been available to the driver/passenger/User but for this matter.

(2)     If the driver/rider is not at fault, DiDi will provide the available and applicable rewards to the driver/passenger/User.

11

Others

DiDi will investigate the matter and make decisions on a case by case basis.

DiDi may from time to time revise and update this Policy. This Policy is published on our website and is available in our mobile applications. We encourage you to review this Policy regularly to ensure you are familiar with the current version.

Last update: February 2021