Onward Code of Conduct for Community Members

Onward Code of Conduct for Community Members

Rev. April 2025

This Code of Conduct (“Code”) outlines Onward Health Inc. (“Onward”) requirements of
behavior and conduct for all members of the Onward ecosystem. This includes anyone who
drives for or on behalf of Onward (“Driver”), passengers, riders, and those who utilize or obtain
services from Onward (“Rider”). A Community Member is defined as a Driver, Rider, or any
other utilizer of the Onward platform or any Onward’s services.

Additionally, “Associated Rider Parties” is a defined term in this Code. Associated Rider
Parties include a Rider's family members, caregivers, associates, friends, and any other
individuals whom the Driver met as a result of or through the ride involving the Rider. All
requirements that apply with respect to Driver conduct towards or concerning a Rider also apply
to Driver conduct to or concerning an Associated Rider Party. Likewise, Onward may take
action against a Rider for Conduct of the Rider’s Associated Rider Party, which would violate
this Code if the Associated Rider Party were themselves a Rider.

Failure to abide by the provisions set forth in this Code of Conduct may result in
Onward in its sole discretion terminating or suspending access to Onward’s services.

Reporting Violations of this Code of Conduct
Onward wants to hear about any violation of this Code of Conduct. All reported violations will be
appropriately investigated. To report an actual or suspected violation you can email
[e-mail] or call [phone].

Onward will not retaliate for reporting an actual or suspected violation nor will it tolerate
retaliation on the part of any community member. All reports are and will be treated with the
utmost confidence to the extent possible.

General Behavioral Expectations
All Drivers and Riders will treat each other and all Onward team members with general
courtesy, respect, and professionalism at all times. Drivers and Riders will abide by all
applicable local, state, and federal laws. Drivers must also follow all rules regarding how to
properly conduct a companion ride including but not limited to walking Riders in and out of the
vehicle; all of these stipulations are provided at driver training, and breach of them may result in
loss of access to the platform.

ZERO TOLERANCE POLICY - Alcohol and Substance Usage
Onward has a zero-tolerance policy for Drivers using or being under the effects of any alcohol or
substances while engaged in a ride with Onward. Drivers are prohibited from being under the
influence or effects of alcohol or any other substance - illicit or otherwise - to any degree while
driving with Onward. This applies regardless of whether or not a Driver is within the state’s legal
limit for alcohol consumption or is otherwise taking a prescription or non-prescription medication
which may affect the Driver’s ability to safely operate a vehicle. Riders and Drivers alike are
strictly prohibited from using any alcohol or drugs during a ride.

General Vehicle and Driving Expectations

Drivers will only drive the vehicle that is registered with Onward. Vehicles shall be maintained in
a clean manner. Vehicles shall be washed, vacuumed, trash-free, and free of any unpleasant or
strong odors. Drivers shall themselves be free of any strong or unpleasant odors, and fully
dressed (shirt, pants, and shoes) in a conservative manner with clothing that is free of any
potentially offensive language or logos. A Driver shall not represent themself as medical
transportation or as a medical professional. A Driver who is in fact a licensed medical
professional is not authorized to act in such capacity while driving with Onward, unless an
unforeseen medical emergency situation arises.

Onward reserves the right to, in its sole and absolute discretion, approve or disapprove the use
of any vehicle for use on the platform.

Smoking, Vaping, and Tobacco Usage
Smoking, Vaping, and Tobacco Usage is never allowed during any Onward ride. Additionally,
Drivers are prohibited from smoking or vaping or allowing anyone under their control to smole or
vape, iin any vehicle that is used for Onward regardless of if the vehicle is actively engaged in a
ride.

Physical Violence
Physical violence is strictly prohibited. This includes but is not limited to hitting, striking, pushing,
shoving, or otherwise engaging in any unwanted physical conduct. Onward reserves the right to
notify law enforcement of any act of physical violence.

Sexual Harassment and Sexual Assault
Onward does not tolerate sexual assault, sexual harassment, and/or other sexual misconduct
from anyone. We take all allegations of such behavior involving our Drivers or Riders extremely
seriously. Through enforcement of this policy, and by education of Drivers and Riders, Onward
will seek to prevent and respond appropriately to reported behavior that violates this policy. This
may include permanently deactivating (banning) a Driver or Rider from using the Onward
Platform.

Sexual Assault, as defined by the National Sexual Violence Resource Center (NSVRC), sexual
assault is physical or attempted physical conduct that is sexual in nature and without the
consent of the user. “Sexual in nature” includes, but is not limited to, body parts such as the
mouth, breasts, buttocks, or genitalia.

Sexual harassment is non-physical conduct of a sexual nature that is unwelcome and without
consent. It includes making unwelcome sexual advances or requests for sexual favors, or
engaging in other verbal or physical conduct of a sexual nature, when: (1) submission to such
conduct is made explicitly as a term or condition of a ride or payment for a ride; or (2)
submission to or rejection of such advances or requests is used as a basis for providing or
denying rides or payment; or (3) such conduct has the purpose or effect of interfering with work
performance or creating an intimidating, hostile, or offensive environment. All sexual contact is
prohibited while using the Onward Platform, including during a trip, regardless of whether
consent is given and irrespective of whether the Driver and Rider know each other.

Examples of sexual harassment include but are not limited to:
• Staring or leering
• Asking personal questions (e.g., about relationship status, sexual orientation,
phone number, social media accounts)
• Flirting

• Violating physical space norms (e.g., standing too close, impeding or blocking
movement) • Making comments about appearance (e.g., derogatory comments,
“complimentary” comments, comments about someone’s perceived gender identity or
expression) • Sexually explicit gestures
• Sexually explicit comments (e.g., about sex acts, degrading words, obscene
comments, derogatory comments, slurs or jokes)
• Displaying indecent material (e.g., photos, videos, pornography, sexually
suggestive cartoons or posters)
• Indecent photography/video without consent
• Soliciting a sexual act (e.g., unwanted sexual invitations, offering money for sex) •
Indecent exposure (e.g., performing sex acts during a trip, “flashing”, urinating in public)
• Verbal threat of sexual assault
• Masturbation or other inappropriate self-touching

Post-Ride Contact
Onward prohibits any contact between Drivers, Riders, and Associated Rider Parties following
the completion of a ride.

All communication between the Driver, Rider, and/or Associated Rider Parties must cease
immediately after the trip ends. The only pre-approved exception is for the purpose of returning
a lost or misplaced item, provided the Rider has explicitly consented to having the Driver
returning the item. In unusual circumstances, a Rider or Driver may request an exception to this policy by contacting the Concierge Team.

Verbal Behavior and Inappropriate Behavior
Verbal behavior, including yelling, screaming, threatening (including to leave a Rider stranded),
excessive profanity, insulting, belittling or otherwise engaging in verbal conduct that does not
reflect a high level of common decency is prohibited. Gestures that are intended or have the
effect of insulting or demeaning someone are prohibited. Any clothing article that displays
wording or other images likely to cause upset or insult is prohibited.

Discrimination
Onward expressly prohibits any discrimination on the basis of actual or perceived race, religion,
color, national origin, ancestry, physical or mental disability, medical condition, marital status,
military or veteran status, age, sex (including childbirth, breastfeeding, pregnancy, and related
medical conditions), gender, gender identity, gender expression, sexual orientation, HIV-status,
natural hair, genetic information or testing, domestic violence/sexual assault/stalking victim
status, and all other bases protected by federal, state, or local law, ordinance, or regulation.
Discrimination may include but is not limited to refusal to provide or accept services based on
any protected characteristic.

Weapons
Onward prohibits the carrying or usage of any weapon during a ride. Onward expressly
disclaims and will not be held liable for any usage of a weapon during a ride, even if such
weapon is lawfully carried under state law.

Onward’s Intellectual Property
Drivers and Riders are prohibited from utilizing Onward’s intellectual property, including its
name, logo, likeness, or any other tangible or intangible asset that is attributed to Onward

except to the extent that an applicable licensing agreement may grant or as provided for in this
section. Onward has authorized Driver’s only to utilize Onward’s name and logo on Onward’s
approved trade dress to be displayed by the Driver in accordance with applicable state law only
while conducting a ride with Onward. Additionally, A Driver is authorized ot use the name and
logo of Onward on any issues piece of clothing, identification, or equipment issued by Onward
for use solely during a ride. Rider’s are not permitted to use Onward’s intellectual property
unless specifically provide for by a licensing agreement.

Fraudulent Behaviors
Drivers and Riders will refrain from engaging in any activity which may constitute or be
perceived as fraudulent. This includes but is not limited to: requesting a toll refund when no toll
was paid, starting a ride earlier than stated through the app, ending a Rider earlier than stated in
the app, marking a ride as completed when it was not, or not providing the services to the same
service delivery standards as required by Onward.

Criminal Activity
The usage of Onward to engage in any illegal or illicit activity including but not limited to drug
sales, human trafficking, kidnapping, fraud, escape, evasion, or any other illegal activity is
strictly prohibited.

Vehicle Operations
Drivers will operate their vehicles at all times with the utmost care and due regard for the safety
of their passenger(s) and members of the public. Drivers will obey all traffic laws and regulations
and seek to drive in a defensive manner that avoids collisions, near collisions, and unsafe
driving behavior. Seat belts shall be worn at all times by Drivers and Riders in the vehicle. A
Driver’s vehicle shall be free of any potentially offensive language or logos.

Service Animals
All Drivers must get prior approval during the onboarding process to bring a service animal
along with them while performing trips for Onward. During the onboarding process, Drivers must
provide a physician’s note that is no more than one year old. Onward maintains sole and
absolute discretion on allowing service animals.

Once approved, if the service animal could affect the Driver’s ability to provide Onward’s door-
through-door service for any ride, particularly if physical support for the Rider is needed, the
Driver must not accept the ride. The Driver also must reach out to the Rider upon claiming any
ride to let them know they will have a service animal in tow with them to ensure the Rider is
comfortable with this; if the Rider rejects the ride due to the service animal, the Driver must let
Concierge know ASAP. The Driver will not be charged a transfer fee, but will not be
compensated for a ride that is rejected by a Rider.

Drivers may not refuse a ride on the basis that a Rider has a service animal. Federal and some
states laws generally prohibit denying service to a Rider because of service animals, and from
otherwise discriminating against Riders with service animals. Onward Health prohibits Drivers
from denying service to a Rider because of the Rider’s service animal. There are no exceptions
to this policy due to allergies, religious objections, or a generalized fear of animals.

Assistive Devices
Onward Health prohibits Drivers from (a) refusing service to a Rider with a disability who can
get into the vehicle on their own, and (b) refusing to assist with stowing assistive devices like
folding wheelchairs, crutches, canes, and walkers. For California Drivers, California law prohibits transportation providers from denying service to a person with a disability who can get
into the vehicle on their own. California law also prohibits transportation providers from refusing
to assist a person with the stowing of assistive devices, like folding wheelchairs, walkers,
crutches, and canes.

Reporting Emergencies and In-Ride Incidents
Emergencies and any in-ride incidents (including but not limited to any traffic accidents, medical
emergencies, vehicle fires, crime, or concerns about Rider or Driver conduct) shall be reported
as soon as possible but in no case outside of sixty minutes of the emergency or incident.
Emergencies and Incidents shall be reported to the concierge team at [phone] through
the app, or by email to [e-mail] .

Gratuities
Drivers are prohibited from accepting, and Riders are prohibited from offering, any form of
compensation, including cash, cash transfers (Venmo, Zelle, etc), gifts, or other forms of
gratuities other than what is permissible through the Onward app.

Cameras
To the extent permitted by law, Drivers and passengers are permitted to utilize cameras to the
to record the ride. Some states require that the recording party notify the other party that they
intend to record. Sharing or streaming of a Driver or passenger name or information is a
violation of our privacy standards and is prohibited without the other party’s consent. Drivers are
not permitted to record the interior of the vehicle when driving with a Rider who is coming from a
healthcare facility when such a healthcare facility arranged the ride. The Driver camera use
policy may be further governed in the DICA.

Use of Accounts
Drivers and Riders shall only utilize the account for which they are registered and which
correctly displays their name and all pertinent information (photographs, vehicle, license plate).
Drivers who are picking up a Rider where the ride was arranged by a third party shall verify that
they have picked up the correct Rider.

Privacy of Information
Drivers shall keep confidential and not disclose any identifying information pertaining to the
identity of the Rider unless expressly authorized by law. Riders shall not utilize or disclose any
information obtained about the Driver outside of the Driver’s name unless expressly authorized
by the Driver.

Property Damage
Damaging the property of another is never permitted. This may include breaking a part of the
vehicle, an electronic device, or emitting any bodily fluids on part of or inside of the vehicle. The
party (Driver or Rider) damaging the property of the other shall be responsible for the cost of
replacing, repairing, or cleaning the property.