Introduction
This Policy explains how Michot may review accounts, driver documents, support activity, payment activity, trip activity, safety reports, and platform access. It reflects Michot’s account status and notification system used for riders, drivers, administrators, and support users.
1. Account Status Categories
Michot accounts may be assigned statuses including:
- Active: Account is currently allowed to use available Michot services.
- Pending / pending verification: Account setup or verification is incomplete.
- Pending review / account review: Michot must review account information before access continues.
- Document review: Required driver or account documents must be reviewed.
- Background review: Additional account or eligibility review may be required.
- Hold / on hold: Access is temporarily limited while Michot reviews the account.
- Locked: Access is temporarily restricted for security, safety, or review reasons.
- Restricted: Some or all account features may be limited.
- Rejected: An account, application, or document was not approved.
- Deactivated: Account access is disabled unless Michot later reactivates it.
2. Driver Go-Online Eligibility
A driver may only go online when the account is active, approved, not disabled, not locked, not force-logged-out, allowed to go online, and approved for the applicable market, region, and service type.
Michot may prevent a driver from going online when documents are missing, pending, rejected, expired, inconsistent, or when market, service-region, or safety requirements are not met.
3. Required Policy Reason and User-Visible Explanation
Before Michot Admin places an account on hold, requires account review, requires document review, rejects a document, rejects an application, locks an account, restricts access, or deactivates an account, Michot requires a policy reason and user-visible explanation.
Policy records may include:
- Policy reason code
- Policy reason title
- Policy statement
- User-visible reason
- Additional support note
- Internal admin note
- Whether the user should be notified
4. Policy Reason Categories
- Identity review: Identity or account information is incomplete, inconsistent, or requires verification.
- Document review: One or more required documents must be reviewed before access continues.
- Expired or invalid document: A required document appears expired, invalid, unreadable, or unacceptable.
- Safety or conduct review: The account requires review under Michot safety and conduct standards.
- Fraud risk: Michot detected activity that may involve fraud, misuse, suspicious activity, or unauthorized use.
- Payment review: Payment, payout, wallet, or billing activity requires additional verification.
- Service quality review: Service quality concerns, repeated complaints, or reports require review.
- Legal or compliance review: Michot must complete legal, regulatory, insurance, licensing, or compliance checks.
- Support-requested review: Michot Support requested review before access continues.
- Other policy reason: Review is required under Michot platform policies, safety standards, or account requirements.
5. Notifications
Depending on the action, Michot may notify the affected user or driver by email, SMS, push notification, in-app notification, support message, or account banner. Notifications may include the account action, policy reason, user-visible explanation, and support note.
Internal admin notes are intended for Michot internal review and are not user-visible unless Michot chooses to include them in a user-facing support note.
6. Support and Escalation
Users may contact Michot Support about account actions through the official support methods provided in the shared site footer, Help Center, or Michot app. Support conversations may include user messages, admin replies, system messages, assistant replies, escalation status, delivery status, and call requests. Michot may use support history to review account issues and respond to disputes.
7. Account Security
Michot may record security events, login events, failed login events, device tokens, session events, force logout timestamps, and account recovery events to help protect accounts and investigate misuse.
8. Market and Service-Region Access
Michot service availability may depend on country, market, state, region, city, service region, licensing, platform launch status, driver approval, driver service types, and Admin controls. Drivers and riders may be blocked from certain markets or regions when Michot has not activated that market or where account approval does not apply.
9. Payments and Accounting
Michot may review fare, payout, wallet, commission, payment, refund, waiting fee, cancellation fee, tip, and accounting records. Users may not manipulate or falsify payment or trip accounting information.
10. Appeals and Review
If an account action appears incorrect, users may request review through Michot Support. Michot may request additional information, documents, account details, trip details, payment records, or explanations. Michot may uphold, modify, reverse, or escalate an account action based on available information.
11. No Guarantee of Access
Michot may limit, suspend, restrict, or deactivate platform access where required for safety, policy, document, fraud, payment, legal, support, or compliance reasons. Platform access is not guaranteed and depends on continued compliance with Michot requirements.