User Operation Policy

This Operation Policy applies to all delivery intermediary services provided through the Jelpala mobile application and website.

Any matters not specified in this Operation Policy shall be governed by the User Terms of Service and applicable laws and regulations.

This Operation Policy may be reasonably amended as necessary for service operation.

Unless otherwise defined herein, terms used in this Operation Policy follow the definitions set forth in the User Terms of Service. The following explanations are provided solely to assist operational understanding:

• Waiting Time: The time during which a driver waits for a user after arriving at a pickup or drop-off location
• Cancellation: A situation where the service is terminated without being completed
• Non-Receipt: When the receiver does not collect the parcel within the designated time
• Refusal to Receive: When the receiver explicitly refuses to accept the parcel
• Storage: Temporary storage of an uncollected parcel at a designated location or by the driver
• Declared Value: The value of the parcel entered by the user at the time of service request
• Compensation Limit: The maximum compensation amount determined under this Operation Policy

Jelpala may set or change base fees and service charges depending on service type, service region, and whether the service is in beta or full operation.

Service fees are generally calculated on a per-parcel basis.

Fees may be determined by considering multiple factors, including but not limited to service type, handling complexity, and parcel characteristics, and not solely by distance.

Detailed pricing structures and applicable standards are provided through the app or website.

Waiting time for the sender is calculated from the moment the driver arrives inside the pickup truck stop location.

Waiting time for the receiver is calculated based on the later of the following:

• The ETA previously sent by the driver, or
• If the driver arrives later than the ETA, the actual arrival time inside the truck stop location

Waiting time is calculated based on system records within the Jelpala app.

No waiting fee is charged for the first 5 minutes after the driver arrives at the pickup or drop-off location.

Waiting fees apply only to the time exceeding the initial 5 minutes.

To facilitate a smooth meeting, senders or receivers are encouraged to press the “I’m here” button in the app immediately upon arrival to notify the driver.

The amount and application of waiting fees are displayed within the app.

ETAs displayed in the app or provided by drivers are estimates based on normal driving conditions.

ETAs may change due to external factors such as traffic, weather, or accidents.

Jelpala generally provides ETA notifications to receivers approximately one hour in advance.

ETAs do not guarantee actual arrival times.

Certain items may be restricted or refused for transportation due to safety concerns and transportation conditions, including but not limited to:

• Items with inadequate packaging or vulnerable to external impact
• Items with unstable form that may cause damage or leakage during transport
• Items emitting strong odors or with potential leakage
• Items that may contaminate the vehicle interior or affect other cargo
• Any items reasonably deemed unsafe for transportation

The driver may determine whether an item is restricted based on on-site conditions and transportation safety.

Acceptance of the same item may vary depending on packaging, size, weight, or transport environment.

Detailed classifications and standards for restricted items may change depending on operational conditions, legal requirements, or service policies.

Jelpala may establish recommended weight and size standards for safe transportation.

Recommended standards are announced in advance through the app or website.

Even if a parcel exceeds recommended standards, the service may proceed if the driver reasonably determines that it does not pose a significant safety risk.

Final determination regarding acceptance rests with the driver.

If the sender or receiver does not appear within the designated time, the service may be canceled or terminated according to app-based criteria.

If, pursuant to the User Terms of Service, the parcel is stored at a truck stop or remains in the driver’s possession and the driver leaves the location, any request for re-collection or re-delivery by the user shall require payment of the same service fee as originally requested.

If damage, deterioration, or loss occurs during delivery, Jelpala will determine compensation eligibility and scope based on internal standards.

The current maximum compensation limit is $70 per parcel.

Actual compensation shall not exceed the compensation limit, regardless of the declared value.

Compensation may be limited or denied in the following cases:

• Failure to declare or false declaration of item value
• Damage resulting from poor packaging or inherent item characteristics
• User fault or negligence
• Force majeure events beyond reasonable control

Compensation procedures, required documents, and processing timelines are provided according to operational standards.

Users are encouraged to regularly check app notifications and messages to ensure smooth service operation.

Users should confirm estimated arrival times in advance to avoid unnecessary driver waiting.

Service-related inquiries may be submitted through the in-app user support feature.

This Operation Policy may be amended as necessary for service operation.

Any changes will be announced through the Jelpala app or official notices.

Amended policies take effect from the time of announcement.