Green SM Is Listening: Terms & Conditions

1. Program Purpose

The Green SM Is Listening Program is a feedback, service improvement, service recovery and quality assurance initiative by PT XanhSM Green And Smart Mobility Indonesia (the “Program”). The Program encourages customers and drivers to submit genuine reports, complaints, suggestions and information that can help Green SM improve safety, trust, service quality, operational standards, driver experience and customer experience.

The Program is not a general cash-for-complaint scheme. Any goodwill payment, service recovery, promotional voucher, appreciation reward, or other benefit that may be provided under the Program is entirely discretionary and will be determined by Green SM on a case-by-case basis following appropriate investigation, verification, duplicate screening, fraud assessment, and internal approval. Submission of a report does not guarantee that any reward, compensation, reimbursement, or other benefit will be granted.

These Terms and Conditions set out the rules governing participation in the Program and shall apply to all participants, reports, investigations, rewards, service recovery, and other activities carried out under the Program.

By accessing, using, or participating in the Program, including by submitting any report, complaint, suggestion, or supporting information through any official Green SM reporting channel, each participant is deemed to have read, understood, accepted, and agreed to be bound by these Terms and Conditions, the applicable Green SM Privacy Notice, and any other policies expressly incorporated by reference.

Participation in the Program is voluntary, and participants who do not agree to these Terms and Conditions SHOULD REFRAIN  from participating in the Program.

2. Organizer

The Program is organized by PT  XanhSM Green And Smart Mobility Indonesia (“Green SM”, “we”, “our”, or “us”). Green SM may appoint affiliates, vendors, customer service providers, investigation partners and other authorized representatives to receive, process, investigate, verify, manage, or resolve reports submitted under the Program.

3. Eligibility

• Registered Green SM customers who have used or attempted to use Green SM services and directly experienced or observed a relevant reportable matter.

• Participants must be at least eighteen (18) years old, submit information in good faith, provide accurate details and cooperate during verification if requested.

• Comply with these Terms and any applicable Green SM policies.

• Green SM may require identity, account, trip or contact verification before approving any reward or service recovery credit.

4. Official Reporting Channels

Reports under the Program must be submitted through Green SM’s official reporting channels, including:

• Email: listening.id@greensm.com.

• Any other official Green SM channel announced from time to time.

Only reports submitted through official reporting channels will be eligible for consideration under the Program. Green SM’s system records shall be conclusive in determining the date and time a report is received for the purposes of investigation, prioritization, and any eligibility for discretionary service recovery, appreciation, or reward.

5. Reportable Matters

Reportable matters may include driver professionalism, customer service quality, uniform or grooming violations, unauthorized fare requests, refusal to assist during incidents, safety concerns, fraud, theft, misuse of customer property, privacy violations, alcohol or prohibited substance concerns, app/system issues, driver payment or policy concerns, and valuable service improvement suggestions.

Green SM reserves the sole right to determine whether a submitted report falls within the scope of the Program.

6. Evidence Submission Window

Participants should submit reports and supporting evidence within forty-eight (48) hours after completion of the relevant trip or occurrence of the relevant incident. Reports submitted after this period may still be reviewed at Green SM’s discretion.

Reports submitted more than three (3) calendar days after the relevant trip or incident may require additional approval before investigation, except for high-risk matters such as safety incidents, harassment, fraud, theft, privacy violations, prohibited substances, illegal drugs, criminal activity or any other matter that Green SM reasonably considers to require investigation notwithstanding the time elapsed.

7. Submission Requirements

To facilitate verification and investigation, participants should provide, to the extent available:

• Date, time and location of incident.

• Trip ID, booking reference, driver ID, vehicle plate or other identifiers where available.

• Detailed description of the incident, issue or suggestion.

• Supporting evidence where available, such as photos, videos, screenshots, documents, communication records or witness details.

• Reporter identity, Green SM account information and contact details for follow-up.

Green SM may request additional information or supporting evidence where reasonably necessary to verify a report. Failure to provide sufficient information within the requested timeframe may result in Green SM being unable to investigate the report or determine eligibility for any discretionary service recovery, appreciation, or reward.

8. Acknowledgement of Reports

Subject to operational capacity, Green SM aims to acknowledge receipt of reports within two (2) hours where operationally feasible. Acknowledgement only confirms receipt and does not constitute validation, acceptance of allegations, approval of any reward, admission of fault, or disciplinary action against any person.

9. Investigation, Verification and Driver Response

All reports are subject to review and investigation. Green SM may review trip records, app logs, location data, payment records, communication records, photos, videos, operational records and other relevant evidence. Green SM may contact the reporter, driver, witnesses, employees or related parties for clarification.

Green SM’s decision on report validation is final, including any determination on report validity, reward eligibility, reward amount, duplicate status, and case closure, subject to applicable law.

Where appropriate and consistent with safety, legal, fraud-control and operational requirements, the driver or relevant reported party may be given an opportunity to explain, respond or rebut the report before a final determination is made. If driver response is not obtained, the reason should be recorded internally.

Green SM shall determine, in its sole and reasonable discretion, whether a report is substantiated, duplicated, fraudulent, abusive, or otherwise eligible under the Program. Subject to applicable law, Green SM’s determination regarding the outcome of an investigation, including the validity of a report, eligibility for any discretionary reward or service recovery, the amount (if any) of such reward or service recovery, and the closure of the case, shall be final and binding.

The duration of any investigation may vary depending on the complexity of the matter, seriousness of the allegations, availability of evidence, legal or regulatory requirements, cooperation from relevant parties, and other operational considerations. Green SM does not guarantee that any report will be investigated, resolved, or result in any reward within a specified timeframe.

10. Reward, App Credit or Service Recovery Eligibility

A reward, app credit or service recovery credit (“Reward”) under this Program is granted entirely at Green SM’s discretion, subject to verification of the report and satisfaction of the eligibility requirements in this Section 10 and elsewhere in these Terms.

A report may be considered eligible for a reward, voucher, app credit, service recovery, or other goodwill benefit only where Green SM determines, in its sole discretion, that the report:

a. was submitted through an official reporting channel under Section 4;

b. was submitted within the timeframe set out in Section 6, or was accepted for review at Green SM’s discretion outside that timeframe;

c. contains sufficient identifying and supporting information as described in Section 7 to allow verification;

d. is found, following the review and investigation process in Section 9, to be genuine, substantiated and not duplicative of an earlier report under Section 14; and

e. relates to a participant who meets the eligibility criteria in Section 3 and has not been found to have submitted the report in bad faith, fraudulently, or in violation of Section 15.

f. Reward amounts are determined by reference to an internal reward schedule maintained by Green SM, which categorizes reportable matters by type and severity and which Green SM may amend from time to time. Indicative reward ranges may be communicated through official Green SM channels, provided that any such communication is illustrative only and does not create an entitlement to a specific amount for any specific report.

g. Green SM may, at its discretion, decline to grant a Reward, or may grant a Reward at a reduced value, where the report cannot be verified, is only partially substantiated, is assessed as low value or low severity, duplicates an earlier report, or does not otherwise meet the requirements of this Section 10.

h. A Reward granted under this Section 10 is separate and independent from any service recovery credit, apology voucher, or goodwill gesture Green SM may separately provide to a customer to address the customer’s own service experience. The existence, value or non-existence of one does not determine the other.

i. The Program, and the grant of any Reward under it, is not a lottery, prize draw, raffle, or game of chance of any kind (undian berhadiah), and no element of chance determines whether a Reward is granted. Eligibility depends solely on the genuineness of the report, the sufficiency of supporting information, and the outcome of Green SM’s verification process described in Section 9, applied consistently to all reports of the same category.

j. Nothing in this Section 10 obliges Green SM to disclose the outcome of its internal verification process to any person other than the participant who submitted the report, or to disclose the specific reward amount applicable to any other participant’s report.

11. Goodwill Nature of Rewards

Any reward, customer appreciation payment, service recovery, voucher, promotional benefit, app credit, goodwill payment, reimbursement, or other benefit provided under the Program is granted solely as a discretionary goodwill gesture by Green SM.

Unless expressly stated otherwise in writing by Green SM, the provision of any such benefit shall not constitute or be construed as:

• an admission of liability, negligence, fault, wrongdoing, or legal responsibility by Green SM;

• an acknowledgment that any allegation or complaint is true or fully substantiated;

• acceptance of any contractual, statutory, or other legal obligation to compensate any person;

• a precedent requiring Green SM to provide similar benefits in future cases; or

• a waiver of any rights, defenses, remedies, or legal positions available to Green SM.

Green SM may modify, reduce, suspend, or discontinue any reward mechanism or category of goodwill benefit at any time without prior notice, subject to applicable law.

12. Reward Form and Payment Mechanism

Unless otherwise determined by Green SM, rewards or goodwill benefits under the Program will generally be provided in the form of Green SM vouchers, promotional vouchers, app credits, service recovery credits, promotional benefits, or other non-cash mechanisms approved by Green SM.

Green SM may require the participant to hold or create a valid Green SM account before receiving or using any reward, voucher, app credit or service recovery credit.

Green SM reserves the right to impose reasonable terms, conditions, validity periods, redemption requirements, usage restrictions, and limitations on any reward or benefit granted under the Program.

13. Reward Acceptance and Customer Confirmation

Before disbursing a reward, Green SM may require the participant to complete a digital or written Reward Acceptance & Confirmation Form. The confirmation may include without limitation: identity details, Green SM account details, trip details, approved reward value, accuracy confirmation, reward acceptance, privacy consent and acknowledgement of Program rules.

For mid-value, high-value or legally sensitive cases, reward disbursement should not proceed until the participant confirmation is completed, unless waived by authorized approvers.

14. Duplicate Reports and First Verified Reporter Principle

Where substantially the same unresolved incident, allegation, or issue is reported by more than one participant, Green SM may, in its sole discretion, determine that such reports constitute duplicate reports.

Unless Green SM determines otherwise, only the first participant whose report is received through an official reporting channel and subsequently verified by Green SM may be considered for any discretionary reward or goodwill benefit.

Subsequent reports relating to the same incident may nevertheless be considered independently where they:

• contain material new evidence not previously available;

• identify additional misconduct or policy violations;

• reveal increased or previously unknown risks;

• relate to separate incidents or separate responsible persons; or

• otherwise provide substantial additional value to Green SM’s investigation.

Green SM shall have the sole and final discretion to determine whether reports are duplicate, related, or independent for the purposes of this Program.

15. False Reporting, Malicious Reporting and Abuse

Participants must use the Program honestly, responsibly, and in good faith.

Without limitation, participants must not:

• knowingly submit false, misleading, or inaccurate information;

• fabricate, alter, manipulate, or falsify evidence;

• intentionally omit material facts or misrepresent the circumstances of an incident;

• submit fraudulent, collusive, or coordinated reports for the purpose of obtaining a reward or other benefit;

• use multiple accounts or identities to circumvent the Program or obtain multiple rewards;

• repeatedly submit duplicate reports without providing material new information;

• harass, threaten, intimidate, or abuse customers, Driver Partners, employees, or any other person in connection with the Program;

• interfere with or obstruct Green SM’s investigation process; or

• otherwise misuse, manipulate, or abuse the Program.

Where Green SM reasonably suspects or determines that a participant has engaged in any prohibited conduct, Green SM may, to the fullest extent permitted by applicable law and without prejudice to any other rights or remedies available to it:

• reject or discontinue the investigation of the report;

• disqualify the participant from the Program;

• withhold, cancel, suspend, or recover any reward or benefit previously granted;

• suspend or restrict the participant’s Green SM account;

• take appropriate disciplinary or contractual action, where applicable;

• report the matter to the relevant authorities where required or permitted by law; and/or

• pursue any civil, criminal, contractual, or other legal remedies available under applicable law.

16. High-Risk Cases

Fraud, theft, criminal activity, violence, harassment, safety incidents, privacy violations, alcohol or prohibited substance use, illegal drugs and similar high-risk matters may follow separate investigation and governance procedures. These cases may require Legal, Compliance, Operations, Safety, Fraud/Risk or law enforcement involvement.

Immediate temporary action may be taken where necessary to protect safety, preserve evidence, prevent fraud or comply with law. Any severe or final sanction should be based on appropriate review and evidentiary standards.

17. Driver Enforcement

Driver sanctions are managed separately under Green SM operational policies, driver agreements and applicable laws. The Program itself is primarily a feedback, service recovery, and quality assurance mechanism. It is not, in itself, a disciplinary policy or enforcement framework.

Unless otherwise required by applicable law or approved through Green SM’s internal governance process, the Program shall not automatically result in financial penalties, deductions from Driver Partner incentives or earnings, reimbursement obligations, or recovery of rewards issued under the Program.

Nothing in this Program limits Green SM’s right to take immediate or appropriate action in respect of serious misconduct, fraud, criminal activity, safety risks, regulatory violations, or other high-risk matters in accordance with applicable agreements, Company policies, or applicable law.

18. Taxes

Rewards may be subject to tax treatment under applicable Indonesian laws. Participants are responsible for their personal tax obligations. Green SM may deduct or withhold taxes, request tax documentation and record or report reward values where required by law.

By participating in the Program and accepting any reward or benefit, the participant acknowledges and agrees that Green SM may, to the extent required or permitted under applicable law, withhold, deduct, collect, or remit any applicable taxes from the value of the reward or benefit prior to disbursement, and the participant expressly authorizes Green SM to make such withholding or deduction without further consent.

Where any applicable tax withholding reduces the amount payable, the participant agrees that the amount actually received after such withholding shall constitute full and complete satisfaction of Green SM’s obligations in respect of the relevant reward or benefit.

Green SM shall not be responsible for any additional tax, penalty, interest, or other liability incurred by a participant in connection with any reward or benefit received under the Program.

19. Personal Data and Privacy

By submitting a report or otherwise participating in the Program, the participant acknowledges and expressly consents to Green SM collecting, using, accessing, storing, transferring, disclosing, and otherwise processing the participant’s personal data and any information or materials submitted in connection with the Program for the purposes of administering the Program, verifying and investigating reports, communicating with the participant, preventing fraud, administering rewards or service recovery, complying with legal, tax, accounting, audit, regulatory, and reporting obligations, protecting the legitimate interests of Green SM, and improving Green SM’s services and operations.

Participation in the Program constitutes the participant’s confirmation that they have read, understood, and agreed to such processing of their personal data for the purposes of the Program.

The collection and processing of personal data under the Program shall be further governed by the applicable Green SM Privacy Notice and the Program-Specific Privacy Notice/Addendum, each as may be amended from time to time, which form an integral part of these Terms and Conditions.

Where a participant provides personal data relating to any other individual in connection with a report, the participant represents and warrants that such disclosure is lawful and that the participant has obtained all necessary rights, notices, or consents required under applicable law.

20. Confidentiality

Green SM will use reasonable efforts to maintain the confidentiality of the identity of participants and the information submitted under the Program, and will only disclose such information on a need-to-know basis to its affiliates, employees, service providers, professional advisers, investigators, auditors, competent authorities, law enforcement agencies, or other parties where reasonably necessary for the administration of the Program, the conduct of an investigation, compliance with applicable law, or the protection of Green SM’s legal rights and legitimate interests.

Participants acknowledge that Green SM may be unable to maintain confidentiality where disclosure is required by applicable law, court order, regulatory authority, law enforcement request, or is otherwise necessary to investigate the reported matter, protect the safety of any person, prevent fraud or other unlawful conduct, or defend Green SM’s legal rights.

Participants shall likewise keep confidential all non-public information relating to the Program, including any communications with Green SM, investigation status, internal correspondence, reward determinations, investigative findings, and any confidential or proprietary information obtained in connection with the Program. Participants shall not disclose, publish, distribute, reproduce, or otherwise make such information available to any third party without Green SM’s prior written consent, unless such disclosure is required by applicable law.

Participants shall also respect the privacy and personal data of customers, Driver Partners, employees, and other individuals involved in any report, and shall not disclose their personal information except as required by applicable law.

Green SM reserves the right to redact, anonymize, restrict access to, or withhold any information where reasonably necessary to protect personal data, confidentiality obligations, legal privilege, commercial interests, operational security, the integrity of an investigation, or the rights, safety, and legitimate interests of any person.

21. Modification, Suspension or Termination

Green SM reserves the right, at any time and in its sole discretion, to modify, supplement, interpret, suspend, discontinue, or terminate the Program or any part thereof, including these Terms and Conditions, reporting procedures, eligibility criteria, reward categories, reward values, payment mechanisms, verification requirements, or any other aspect of the Program, where reasonably necessary for operational, legal, regulatory, commercial, security, fraud prevention, or business reasons.

Unless otherwise required by applicable law, any modification shall become effective upon publication through Green SM’s official communication channels or on such later effective date as may be specified by Green SM.

No modification, suspension, or termination of the Program shall create any obligation for Green SM to provide compensation or continue any reward mechanism that has not yet been approved or issued.

22. Governing Law and Final Decision

These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of Indonesia.

Subject to applicable law, Green SM shall have the sole and final discretion in administering the Program, including determining the eligibility of participants, whether a report falls within the scope of the Program, the validity and substantiation of any report, the conduct and outcome of any investigation, whether reports are duplicate or related, the eligibility for any reward, voucher, app credit, service recovery, reimbursement, or other benefit, the nature, amount, timing, and method of any such benefit, and the interpretation and application of these Terms and Conditions. Green SM’s determinations in relation to the Program shall be final and binding on all participants.

Nothing in these Terms and Conditions shall be construed as limiting any mandatory rights available to participants under applicable law or restricting Green SM from exercising any rights or remedies available under applicable law or contract.

Appendix A — Reward Acceptance & Confirmation Form Template

Field	Information / Confirmation
Participant name	[Insert full name]
Green SM registered phone/email	[Insert registered account details]
Trip ID / booking reference	[Insert trip details]
Incident date	[Insert date]
Approved reward / credit value	[Insert value and type: voucher / app credit / wallet credit / other]
Confirmation of accuracy	I confirm that the information and evidence I submitted are true and accurate to the best of my knowledge.
Reward acceptance	I agree to receive the approved reward or service recovery credit through the Green SM-approved mechanism stated above.
Goodwill acknowledgement	I acknowledge that the reward is provided as a goodwill gesture and does not constitute an admission of liability or fault by Green SM or any other party.
Privacy acknowledgement	I acknowledge that my data and submitted materials may be processed for investigation, verification, reward administration, fraud prevention, legal compliance and service improvement in accordance with the Green SM Privacy Notice and Program Privacy Addendum.
Signature / digital confirmation	[Signature / e-confirmation / date]