Terms and conditions — customers
These terms apply to the agreement between you as a customer and our platform. Drivers and transport companies are subject to separate terms.
This is an English translation for your convenience. The Dutch version of these terms is the legally binding text.
1. Bookings
A booking is concluded when you complete the booking online and we confirm it. The addresses, date, time, number of passengers and luggage you provide form the basis of the assignment.
You are responsible for the accuracy of your details, including a complete pick-up address with house number and, for airport rides, the flight number.
2. Prices and payment
The price you see when booking is a fixed total price for the ride specified, including VAT. Payment is made online at the time of booking, unless otherwise agreed in writing.
If you change the ride so that the route becomes longer, a larger vehicle is required or extra stops are added, the recalculated price applies. A higher amount is paid additionally; a lower amount can be reclaimed.
3. Booking confirmation
After booking you receive a confirmation by email with your booking number and ride details. Please check these details and report any inaccuracies as soon as possible.
4. Changes
Up to 24 hours before the pick-up time you can change your ride yourself in your account. Within 24 hours of the pick-up time, changes are only possible by telephone and only if the planning allows it.
5. Cancellation
Cancellation is governed by our cancellation policy, which forms part of these terms.
6. No-show
If you do not appear at the agreed time and place and there is no contact with us or the driver, the ride counts as performed and there is no right to a refund. The driver waits a reasonable period at the agreed address; for airport rides a longer waiting time of 80 minutes after landing applies.
7. Delay
We plan rides with a margin, but cannot guarantee an exact arrival time in case of traffic, weather conditions or other external causes. In the event of a delay, we or the driver will stay in contact with you.
For delayed flights we follow the flight number provided and the pick-up time moves accordingly.
8. Luggage
When booking, state the correct number of large suitcases and smaller items so that we can assign a suitable vehicle. If you bring more luggage than stated, the ride cannot always be performed or additional costs may apply. Transport of luggage is at the customer's risk, except in cases of intent or gross negligence.
You may bring your own child seat; please indicate this when booking.
9. Customer responsibilities
- Providing accurate and complete details.
- Being present on time at the stated pick-up address.
- Following the driver's instructions regarding safety.
- Not bringing dangerous or prohibited items.
- Compensating damage to the vehicle caused by the customer.
10. Responsibilities of carrier and platform
The platform arranges and organises the ride and engages affiliated professional carriers for this purpose. The actual transport is performed by the affiliated carrier, which holds the required licences and insurance.
11. Force majeure
In the event of force majeure, such as extreme weather, road blockages, strikes or government measures, obligations may be suspended. If the ride cannot be performed as a result, we will look for a suitable alternative or refund the amount of the ride.
12. Liability
Our liability is limited to the amount of the ride concerned, except in cases of intent or gross negligence and except where mandatory law provides otherwise. We are not liable for consequential loss, such as missed flights or appointments, where the delay is not attributable to us.
13. Complaints
Please report complaints as soon as possible after the ride via our complaints procedure, stating your booking number.
14. Refunds
Where a refund applies, we refund via the same payment method. We aim to process this within a few working days of approval.
15. Personal data
We process your data as described in our privacy statement and share with the driver only what is necessary to perform the ride.
16. Changes to these terms
We may amend these terms. For an existing booking, the terms in force at the time of booking apply.
17. Applicable law
These terms are governed by Dutch law. Disputes are submitted to the competent Dutch court.