Terms & conditions

HOLIDAYCAB – GENERAL TERMS & CONDITIONS OF USE OF THE PLATFORM & THE SERVICE FOR TRAVELLERS

Version 1 – Effective as of 01.08.2026 CONTENTS

I. GENERAL STIPULATIONS II. PROVISIONS PERTAINING TO TRANSPORT SERVICES • Description of Transport Services • Legal Status of the Company • Booking & Contract Formation • Quotation Requests and Quotation-Based Bookings • Traveller Cancellation and Change Policies • Waiting Time, Delays, Extended Waiting & No-Show • Baggage & Vehicle Capacity • Traveller Commitments, Warranties & Indemnity • Company’s Rights, Disclaimers & Limitation of Liability • Pricing, Payments & Refunds • Traveller Feedback & Ratings

III. DATA PROTECTION (PRIVACY) IV. GENERAL LEGAL ARTICLES • Copyright & Intellectual Property • Support & External Links • Communication & Contact • Final Clauses: Waiver, Severability, Assignment • Governing Law & Jurisdiction • Referral & Rewards / Loyalty Programs

V. ACCEPTABLE USE GUIDELINES FOR THE PLATFORM

I. IN GENERAL

The present General Terms and Conditions of Use of the Platform and the Service (hereinafter referred to as the “Terms of Use”, “General Terms”, or “Terms”) constitute the legally binding rules governing Your access to, interaction with, and use of the HolidayCab online platform, which includes the HolidayCab website, booking engine, partner integrations, APIs, mobile applications, communication channels, and any other related digital interfaces, tools, functionalities, or services made available by HolidayCab UG (haftungsbeschränkt) (hereinafter referred to as “HolidayCab”, “the Company”, “We”, “Us”, or “Our”).

HolidayCab UG (haftungsbeschränkt) is a private limited liability company duly incorporated and existing under the laws of the Federal Republic of Germany, with its registered office at Ausblick 1, 33100 Paderborn, Germany, registered under HRB 16405, and contact email hello@holidaycab.com. HolidayCab operates exclusively as an e-intermediary, providing intermediation services for the booking and management of private passenger transportation.

Through the Platform, the Traveller (hereinafter referred to as “Traveller”, “User”, “You”, or “Your” also in plural forms) may request, book, modify, cancel, and manage private transport services (hereinafter “Transport Services”, “Transfers”, or “Rides”). These Transport Services are performed solely by independent Drivers or Driver Companies (hereinafter referred to as “Drivers”) who legally operate in their respective jurisdictions and who maintain a Driver account on the Platform.

For the purposes of these Terms, the “Service” refers exclusively to HolidayCab’s intermediation service, which consists of:

• providing access to the Platform,
• transmitting booking requests, notifications, and relevant information between Travellers and Drivers,
• enabling the conclusion of a contract for Transport Services directly between the Traveller and the Driver, and
• facilitating communication, modifications, cancellations, and payment processes related to such bookings.

HOLIDAYCAB DOES NOT PROVIDE TRANSPORTATION ITSELF, DOES NOT OWN OR OPERATE VEHICLES, AND DOES NOT EMPLOY DRIVERS. ALL TRANSPORT SERVICES ARE CARRIED OUT EXCLUSIVELY BY INDEPENDENT DRIVERS WITH WHOM YOU ENTER INTO A SEPARATE TRANSPORT SERVICE CONTRACT. HolidayCab is not a transport operator, not a private hire operator, not a carrier, not a taxi company, nor any form of passenger transportation provider. The Transport Services are offered and performed entirely by independent Drivers who bear full responsibility for compliance with all applicable laws, permits, safety obligations, insurance requirements, and operational obligations arising from the execution of the Ride. The contractual relationship for the provision of the Transport Service is formed exclusively between You and the Driver upon the Driver’s acceptance of Your Booking. By accessing, browsing, or using the Platform or the Service in any manner—including creating an account or submitting a booking or quotation request—you confirm that you have carefully read, understood, and unconditionally accepted these Terms, that you meet all legal requirements and have the capacity to enter into binding agreements, and that all information you provide is accurate and complete. If you act on behalf of another person or entity, you confirm that you are duly authorised to do so and that the other party accepts these Terms. If you do not agree with any part of these Terms, you must not use the Platform or the Service and may contact HolidayCab at hello@holidaycab.com for clarification.

The Platform enables Travellers to view indicative prices, submit booking or quotation requests, and complete bookings for private passenger Transport Services. Travellers provide the necessary trip details, and HolidayCab processes this information, communicates it to independent Drivers or Driver Companies, and facilitates the technical, administrative, communicational, and financial steps required for booking, modifying, cancelling, and managing Rides. All Transport Services are performed exclusively by independent Drivers, not by HolidayCab, which acts solely as an intermediary and does not own vehicles or employ Drivers. The Service includes customer support such as flight monitoring, Driver–Traveller communication assistance, operational coordination, dispute resolution support, and the management of Traveller Accounts, payments, refunds, quotation workflows for destinations without fixed pricing or for urgent bookings, waiting-time standards, no-show rules, modification and cancellation rules, luggage requirements, Traveller conduct obligations, data-protection principles, and all other policies required for safe and lawful Platform operation. These Terms also extend to any additional features or promotional activities offered by HolidayCab, including referral programs, rewards, loyalty programs, and other promotions, which may be governed by supplementary terms that prevail in case of conflict.

HolidayCab may amend, update, modify, expand, or restrict these Terms, the Platform, or the Service for legal, technical, security, regulatory, or business reasons. Material changes will be communicated through the Platform or by email, and unless otherwise stated, take effect upon publication. Bookings completed before a change remain governed by the previous version. Continued use of the Platform constitutes acceptance of updated Terms. Customer-support explanations are informational only and do not alter these Terms. HolidayCab may temporarily suspend or limit Platform access for maintenance, security, operational restructuring, legal compliance, or other justified reasons, and bears no liability for such interruptions when lawfully executed.

HolidayCab may also suspend or terminate access for Travellers engaging in violations of these Terms, fraudulent or unlawful conduct, misuse, repeated no-shows, abusive behaviour, chargeback abuse, false information, or any activity that creates operational, legal, or security risks. Such actions may be based on automated detection or human review, and Travellers accept that good-faith measures do not give rise to claims for damages.

If you access the Platform through an app store, mobile device, or other third-party system, the provider’s terms may also apply. You are responsible for complying with those terms, and in case of conflict, these HolidayCab Terms prevail as between you and HolidayCab. These Terms apply to all Users, including Travellers booking for themselves or others, authorised representatives, affiliates, hotel partners, and business partners.

2. Legal Status of HolidayCab

2.1 HolidayCab provides electronic and technology-based mediation services for arranging private Transport Services between Travellers and independent Drivers or Driver Companies. We are not a licensed taxi operator, private hire operator, transport carrier or logistics company, and We do not provide Transport Services Ourselves.

2.2 By booking a Transfer through the Platform, You acknowledge and agree that You are entering into a direct and legally binding transport contract solely with the Driver (or Driver Company) who accepts and is assigned to Your Transfer. HolidayCab is not a contracting party to this agreement and does not acquire any rights or obligations under it. The fulfilment, execution, quality and lawfulness of the Transport Services are the sole responsibility of the Driver.

2.3 The Company does not participate as a contracting party in the transport contract between You and the Driver, nor does it represent You or the Driver. The Company assumes no responsibility for the actual execution of the Transport Services, for which Drivers are solely responsible. As a result, the Company, its representatives, employees and assistants are not liable for risks associated with the conclusion, execution and completion of transactions between Travellers and Drivers and are not liable for damages arising from such transactions. The decision whether to book a Pickup through the Platform is at Your sole discretion; by doing so You agree to comply with all obligations set out in these Terms.

2.4 Drivers are independent third parties and have no employment, agency, partnership or joint-venture relationship with HolidayCab or its partners. Each Driver is solely responsible for their own vehicles, licences, insurance, schedules and legal compliance. Although The Company have quality measures and data checks, The Company does not control how Drivers perform the Transfer and does not provide any guarantees regarding their conduct, punctuality, behaviour, driving style, vehicle condition or compliance with local laws.

2.5 HolidayCab does not provide insurance cover for Drivers, vehicles or Travellers. Each Driver must maintain all legally required vehicle and liability insurance in their jurisdiction. You are solely responsible for arranging any travel, health, baggage or personal insurance You consider necessary, including cover for delays, missed connections, cancellations or personal injury.

2.6 HolidayCab may present or refer Drivers to You for the provision of Transport Services but does not systematically evaluate the suitability, legality or ability of any Driver. By booking Transport Services through the Platform, You expressly waive and release HolidayCab from any and all claims, liabilities or damages arising from, or in any way related to, the acts or omissions of Drivers. HolidayCab will not be a party to any dispute between You and a Driver, although We may, at Our discretion, offer support or assistance.

2.7 The intermediation services We provide are only available for personal, non-commercial use. It is not permitted to resell Transfers, operate Your own transport brokerage via the Platform, or resell, distribute through deep-links, use, copy, track (for example through spider or scraping technology), display, download or reproduce any content, information, pricing, software, products or services available on the Platform for any commercial or competitive purpose.

II. TERMS & CONDITIONS FOR THE TRANSPORT SERVICES

1. Description of Transport Services to Travellers

1.1 Booking a Transport Service through the HolidayCab Platform means that an independent professional Driver will meet You at the agreed pick-up location and time and will transfer You to the agreed destination, strictly in line with Your booking details and these Terms. The Driver is the person who will greet and welcome You and/or transfer You during Your stay.

1.2 In particular, the transport services that You can book through the Platform typically include, without limitation:

• Transfers from and to airports, ports, train stations and long-distance bus stations.
• Transfers from and to hotels, apartments, places of residence and other accommodation or residential addresses.
• Transfers from and to sightseeing locations, landmarks, monuments and other points of interest.
• Point-to-point rides within a city or between cities, which may include short agreed stop-overs (e.g. for food, activities, photos or similar).
• Transport forming part of tours or activity-based itineraries, including pick-up and drop-off at relevant venues, attractions or event locations.

1.3 For the purposes of these Terms, a Transfer is a comprehensive service which may include:

• the Driver (or their representative) waiting for You at a predetermined meeting point until Your arrival or until the complimentary or extended waiting time expires;
• meeting and greeting You at the pick-up point;
• accompanying You to the vehicle and assisting with placing luggage in the vehicle; and
• transporting You in a vehicle to the agreed destination.

1.4 Vehicles may range from sedans of various classes (economy, comfort, business), SUVs and minivans, to minibuses and buses, depending on the selected rate and the number of passengers and luggage items declared.

1.5 At the designated pick-up location, the Driver may, if this option is offered in the respective city or service, provide You with products or additional items that You have previously ordered through HolidayCab. Occasionally, HolidayCab might also give out small complimentary gifts like local candies, city maps, or similar items. These extras are not guaranteed, may differ by location, and are always contingent on availability.

1.6 To personalise Your Pickup and increase transparency, HolidayCab will normally provide You, before the Transfer starts and once a Driver has been assigned, with the Driver’s name, a contact mobile phone number and, where available, a photograph of the Driver and/or the vehicle.

1.7 The meeting place is the address or specific point where the Driver (or their representative) meets You at the start of the Transfer. The destination is the address or specific point to which the Driver must transport You. Both may be indicated as a full address, hotel name, transport hub, point of interest or coordinates, as permitted by the Platform.

1.8 Additional goods and services that may be offered in addition to the Transfer can include services related to meeting and accompanying the Traveller, equipping vehicles (such as child seats), or providing useful extras for the Traveller. Depending on the chosen rate, these services and goods may be included in the price of the main service or purchased for an additional fee on the Platform.

1.9 When submitting a Booking Request, You must ensure that the chosen vehicle class can legally and safely accommodate the number of passengers (including children) and the total luggage (standard and non-standard) You intend to bring. Transport of children, the need for child seats and the carriage of non-standard luggage (such as sports equipment, wheelchairs, musical instruments, animal carriers, etc.) may require a larger vehicle category or special arrangements. If these conditions are not met, the Driver may refuse to perform the Transfer in whole or in part, or may request a price adjustment before the Transfer begins.

3. Booking, Change, Cancellation and Waiting Time Policies

3.1 Booking Policy – Availability, Data and Contract Formation

3.1.1 Service Availability HolidayCab does not operate in every city or region. Service availability depends on location, date and time, vehicle type, local partners and other operational factors. The Platform will normally indicate whether service appears to be available for Your requested route, but HolidayCab reserves the right to decline or cancel a Booking Request or confirmed booking at any time if it cannot reasonably or lawfully be fulfilled.

3.1.2 Booking Request and Information You Must Provide To book a Transfer, You must provide HolidayCab with accurate, complete and up-to-date information, including at minimum:

• pick-up and drop-off address; • date and local time of the Transfer; • number of passengers (including children) and the number of luggage • flight, ship or train details where relevant; • first and last name, valid email address, and mobile phone number; • valid payment details. You are solely responsible for the correctness of the data You submit. You bear all risks of service failure, delays, additional costs or lower service quality resulting from incomplete, incorrect or misleading information.

3.1.3 Quotation-Based Booking Requests and Instant Bookings

Quotation Requests are used when a Transfer cannot be offered at an instant, fixed price through the Platform, including routes not covered by HolidayCab’s standard price lists, special requirements, or bookings submitted within six (6) hours before pick-up. After receiving your Request, HolidayCab forwards it to one or more Drivers to evaluate the Ride and provide a Quote based on your booking details. These Quotes are sent to you by email or made available through Our app, and you have limited time to accept the most suitable offer and complete payment. Only after successful payment you enter into a binding transport contract with the assigned Driver.

A Quotation Request is a preliminary inquiry that does not constitute a confirmed booking at this stage. To process a Quotation Request, you must supply all relevant information, including pick-up and drop-off locations, date and time, number of passengers and luggage, desired vehicle type, flight/ship/train details where applicable, special requirements (such as child seats, extra stops, waiting time or special equipment), and accurate contact details.

If at least one Driver confirms availability and provides pricing, HolidayCab may issue Quotes specifying the total price, proposed vehicle type and capacity, included services (such as complimentary waiting time), applicable special conditions and the validity period for acceptance and payment. HolidayCab may refuse to issue a quotation for operational, legal or technical reasons. A Quotation Offer is not a confirmed booking and does not guarantee vehicle availability beyond its validity period; prices and availability may change if the validity period expires or if you request modifications.

To accept a Quote, you must follow the provided payment instructions (e.g., payment link) and complete full payment within the specified validity period. Only after successful payment does your quotation-based request become a confirmed booking; until then HolidayCab has no obligation to assign the Driver that perform any Transfer. Once paid, the Driver is assigned according to the quotation parameters and will issue or update your Booking Confirmation with Driver details. If no Driver can be assigned after payment despite reasonable efforts, HolidayCab will cancel the booking and refund you in full.

Quotes automatically expire once their validity period passes, after which they cannot be accepted, and HolidayCab may require a new Request, potentially with different pricing or conditions. HolidayCab is not responsible if you fail to accept or pay within the validity period and thereby lose availability or the previously quoted price.

After payment, quotation-based bookings are treated like any other confirmed booking, and all provisions on modifications, cancellations, waiting time, baggage, Traveller No-Show and refunds apply equally. Before payment, you may withdraw your Request at no cost; after payment, the standard Traveller Cancellation Policy applies (90% refund for cancellations made more than 24 hours before pick-up; non-refundable within 24 hours). The quotation process aims to secure a suitable Driver based on the information you provide, but HolidayCab does not guarantee that a quotation will be issued, that it will result in a booking, that prices will remain stable, or that any specific Driver or vehicle will ultimately be available. You are responsible for providing accurate information, monitoring your messages, and responding promptly. Failure to do so may result in delays, pricing changes or inability to provide the requested Transfer.

Instant booking submitted less than 24 hours before pick-up are treated as urgent. HolidayCab will attempt to confirm availability quickly but cannot guarantee that a Driver will be assigned in time. Instant bookings may have very short validity periods. If you pay for such booking and no Driver can be assigned in time, the booking will be cancelled and refunded in full. You are not entitled to a refund for instant bookings that are confirmed but canceled by you.

3.1.4 Pre-Payment, Acknowledgement and Acceptance of Terms You may only complete a booking if You expressly confirm that You have read and accepted these Terms and Our Privacy Policy, that You are the holder or authorised user of the selected payment method, and that sufficient funds are available to cover the full Transfer cost and any agreed extras.

After You submit a Booking Request and payment details, the Platform will attempt to charge or authorise the full Transfer cost.

3.1.5 Booking Confirmation, Voucher and Driver Assignment Once payment has been successfully processed, HolidayCab will issue a Booking Confirmation (which may also function as a Voucher) containing, at least, the booking code, Transfer date and time, initial meeting point details, destination and key service conditions. HolidayCab then checks operational feasibility and attempts to assign an available Driver.

When a Driver is assigned, HolidayCab will normally provide You with Driver details (such as name, phone number, vehicle information and photo of driver/vehicle where available) before the Transfer.

3.1.6 Formation of the Transport Contract The combination of Your Booking Request and successful pre-payment constitutes Your binding offer to purchase a Transfer under these Terms. HolidayCab’s acceptance of Your offer — and thus the formation of the transport contract between You and the Driver — occurs only when HolidayCab confirms the booking and assigns a Driver. Until a Driver has been assigned, HolidayCab is not obliged to provide Transport Services and may cancel the booking in accordance with these Terms, in which case any amount already paid will be refunded.

3.1.7 Refusal or Cancelation by HolidayCab HolidayCab reserves the right, at its sole discretion, to refuse or cancel any Request or confirmed booking at any time, including for legal or regulatory reasons, security or fraud-prevention concerns, operational or capacity limitations, incomplete or misleading booking details, or apparent breach of these Terms.

HolidayCab may, but is not obliged to, carry out checks on the payment details You provide. If an error, mismatch or suspicion of misuse or fraud is detected, HolidayCab may reject or cancel the booking, contact You for clarification, refuse the order outright and/or involve payment providers or relevant authorities. If We cannot provide You with the Transport Service by operational reason and You have already paid, We will cancel the Transfer and refund You in full.

Article 10 – Traveller Cancellation and Change Policies

10.1 Traveller Cancellation Policy You have the right to cancel a confirmed Transfer at any time before the scheduled pick-up by contacting HolidayCab via the contact options specified in your booking confirmation, via email to hello@holidaycab.com or via the app. The decisive factor is the time at which HolidayCab receives your cancellation notice.

• If we receive your cancellation more than 24 hours before the scheduled pick-up time, you are entitled to a 90% refund of the Transfer Cost. HolidayCab retains 10% as a non-refundable service fee to cover processing and administration.
• If we receive your cancellation 24 hours or less before the scheduled pick-up time, the cancellation is considered last-minute and non-refundable, and you are charged 100% of the Transfer Cost.

10.2 Traveller Change Request Policy You may request changes to a booking, such as time, date, pick-up or drop-off address, passenger count, luggage, or vehicle category, by contacting HolidayCab customer support via the channels listed in your confirmation (website, app or email). We can generally accommodate changes up to 24 hours before the scheduled pick-up, subject to availability and potential price changes.

If your requested change results in a higher Transfer Cost, the booking will only be updated after you accept and pay the additional amount. If the new Transfer Cost is lower, we will refund you the difference.

Within 24 hours of pick-up we cannot guarantee that any change request will be accepted. In that case the Transfer may proceed as originally booked, or you may cancel it; such cancellation is treated as a non-refundable cancellation under Article 10.1.

Article 11 – Waiting Time, Delays, Extended Waiting and No-Show

11.1 Complimentary Waiting Time

11.1.1 The Driver will wait for you at the specified pick-up location at no extra charge for a certain complimentary time period. Unless otherwise communicated in writing, the complimentary waiting time is:

• Airport pick-ups: 60 minutes
• Port / Train / Bus station pick-ups: 30 minutes
• Other in-city pick-ups (e.g. hotel, address): 15 minutes

11.1.2 The complimentary waiting time always starts from the pick-up time stated in the booking. For airport, port or station pick-ups where the pick-up time is set to the scheduled flight, ship or train arrival time, You must provide accurate and sufficient arrival details to enable the Driver or HolidayCab to monitor the arrival. If the flight, ship or train arrives earlier than scheduled, the originally agreed pick-up time remains the reference point for calculating the complimentary waiting time.

If Your flight, ship or train is delayed, You must notify the Driver and/or HolidayCab customer support as soon as You become aware of the delay. HolidayCab will make reasonable efforts to reorganise the pick-up based on the updated arrival time. However, neither HolidayCab nor the Driver guarantees availability or waiting beyond the complimentary waiting time. If the pick-up cannot be reorganised due to such delay, no refund shall be due.

11.1.4 HolidayCab and the Driver are not responsible for cancellations, delays or schedule changes of flights, ships, trains or any other means of transport, and shall not be liable for any costs, losses or damages arising from circumstances beyond their reasonable control.

11.2 Extended Waiting Time

11.2.1 Extended waiting time is any additional waiting time that you request beyond the complimentary waiting time. You may request extended waiting time at any point up to the end of the complimentary waiting period, either directly from the Driver or by contacting HolidayCab customer support.

11.2.2 The Driver is not obliged to agree to extended waiting time. Agreement depends entirely on the Driver’s availability and schedule.

If the Driver agrees to provide extended waiting time, the additional fee may be freely set by the Driver, may be reduced or waived, but in any case may not exceed EUR 15 per 15 minutes. You must pay this extended waiting fee directly to the Driver, unless a different arrangement is confirmed in writing by HolidayCab (for example an online payment link). If any Driver requests more than this maximum, you should refuse to pay and immediately inform HolidayCab customer support so that we can address the issue.

11.2.3 HolidayCab does not add any commission on top of extended waiting fees paid to Drivers and does not guarantee that extended waiting time will be available for any booking.

11.3 Traveller No-Show (TNS) Policy

11.3.1 A Traveller No-Show (TNS) occurs when you are not at the designated pick-up location by the end of the complimentary waiting time and you have not agreed extended waiting time, or any agreed extended waiting time has expired, or an extended waiting time request could not be accommodated by the Driver. A TNS also requires that you did not properly inform the Driver or HolidayCab about your position or delay.

11.3.2 The pick-up location is the precise place specified in your booking confirmation. For airport and port pick-ups, the confirmation will indicate the exact place where the Driver will wait (for example arrivals hall).

11.3.3 If you are not at the pick-up location at the scheduled pick-up time, the Driver will attempt to contact you via the mobile number you provided, using calls and/or messaging apps (such as SMS or WhatsApp). By booking a Transfer you agree that HolidayCab may share your mobile number with the assigned Driver for this purpose.

11.3.4 A potential TNS is normally reported by the Driver to HolidayCab when:

• For airport pick-ups: you have not appeared within 60 minutes after the scheduled pick-up time;
• For port / train / bus station pick-ups: you have not appeared within 30 minutes after the scheduled pick-up time;
• For other in-city pick-ups: you have not appeared within 15 minutes after the scheduled pick-up time.

After the Driver’s notification, HolidayCab or the Driver will continue trying to reach you by phone, message or email until the end of the complimentary waiting time.

11.3.5 By the end of the complimentary waiting time (or any extended waiting time, if applicable), one of the following will apply:

• If we have not reached you and you have not actively contacted us or the Driver, the Driver will be released and the booking will be marked as Traveller No-Show. No refund of the Transfer Cost will be provided, and any agreed extended waiting fees remain payable.
• If we have reached you and you confirm that you will arrive before the end of the waiting time, the Driver will wait accordingly; if you still fail to appear, we may attempt one final contact and then either release the Driver (TNS) or apply extended waiting time if both you and the Driver agree and the Driver is available.
• If we have reached you and you request extended waiting time, HolidayCab will check with the Driver; if the Driver agrees, the Extended Waiting Time rules apply.

11.3.6 Disputing a Traveller No-Show You have 24 hours after the scheduled pick-up time to dispute a TNS classification by contacting HolidayCab. If sufficient evidence shows that:

• the Driver was present at or near the pick-up location between the scheduled pick-up time and the end of the complimentary or extended waiting time; and
• you were also at or near the pick-up location during that period, but you and the Driver failed to meet; and
• you or your group made proactive efforts to contact HolidayCab and/or the Driver during that time (for example by phone or messages) to resolve the situation,

then HolidayCab may refund 80% of the Transfer Cost and retain 20% to partially cover the Driver’s time and operational costs.

If you did not contact HolidayCab or the Driver at all during the relevant period, or if there is no sufficient evidence that you were actually at or near the pick-up location, no refund will be granted for a TNS.

11.4 Driver No-Show Policy

11.4.1 The Driver must aim to arrive at the pick-up location on or before the scheduled pick-up time. If the Driver expects to be up to 20 minutes late, the Driver must contact you as early as possible, and at the latest by the scheduled pick-up time, to inform you of the delay and expected arrival time.

11.4.2 If the Driver expects to be more than 20 minutes late, the Driver must immediately inform HolidayCab customer support. HolidayCab will then contact you to explain the delay and propose options, which may include a revised pick-up time, an alternative Driver or cancellation with refund where no reasonable alternative is available.

11.4.3 If no Driver appears at the pick-up location, and neither the Driver nor HolidayCab customer support has informed you about a delay or provided an alternative solution, you are entitled to a full refund of the Transfer Cost. HolidayCab’s responsibility in such case is strictly limited to refunding the amount you paid for the booking; HolidayCab is not liable for any additional costs, losses, missed flights, hotels or other consequential or indirect damages.

Article 12 – Baggage and Vehicle Capacity

12.1 When booking, you must declare the number of luggage items to be carried. This is needed to assign a vehicle of appropriate size and legal capacity.

12.2 One piece of standard luggage is considered to be either a medium to large backpack or a standard suitcase, whether carry-on or checked-in, not exceeding approximately 100 litres or 160 cm as the sum of three dimensions.

12.3 Special items such as baby strollers, pet carriers, sports equipment (for example skis, snowboards, golf bags), foldable wheelchairs, musical instruments or any unusually large or heavy items must be declared as separate luggage units and described in the booking notes. HolidayCab may contact you for clarification and may adjust the booking details to ensure that a suitable vehicle is assigned.

12.4 If you arrive with more passengers or more luggage than declared, and the assigned Driver cannot safely or legally carry them, the Driver will only carry the number of passengers and luggage originally booked. You are responsible for arranging and paying for any additional transport. If the Driver can safely and legally accommodate extra passengers or luggage (for example because a larger vehicle arrived than originally booked), the Driver must contact HolidayCab before starting the ride. If a higher Transfer Cost results, we will inform you and seek your consent and payment for the difference; if you refuse, the Driver will carry only the originally declared passengers and luggage.

12.5 HolidayCab will not reimburse any alternative transport costs incurred because you arrived with more passengers or luggage than declared in your booking.

Article 13 – Traveller Commitments, Warranties and Indemnity

13.1 You agree to provide true, accurate, complete and up-to-date information at all times when using the Platform or placing a booking. HolidayCab is not obliged to verify the accuracy of your data. If we reasonably suspect that information is incomplete, false, misleading or used fraudulently, we may refuse registration, cancel bookings, and suspend or terminate your access to the Service without compensation.

13.2 You must not use the Platform or Service for unlawful, abusive, fraudulent or harmful purposes; must not interfere with or overload the Platform; must not attempt to gain unauthorised access to systems or other user accounts; and must not upload or transmit viruses, malware or other harmful code. You must not post or transmit content that is defamatory, hateful, threatening, obscene, discriminatory or otherwise offensive, and you must not use the Platform to advertise or promote your own or third-party products or services without our prior written consent.

13.3 During Transfers you must behave safely and respectfully. In particular you must follow reasonable instructions of the Driver related to safety and conduct; you must not distract the Driver, attempt to board or exit the vehicle while it is moving, smoke or vape inside the vehicle, open doors or windows in a way that creates a safety risk, or soil or damage the vehicle. You are responsible for the safe transport of children, pets and items (for example compliance with child-seat rules). You must not travel with heavily soiled clothing or behave in a way that could damage the vehicle. If you or your party cause damage or excessive soiling, you will be responsible for the cost of cleaning and repair charged by the Driver or their company.

13.4 You are solely responsible for complying with all applicable laws and regulations in the places where you use the Service, including traffic, customs and immigration rules, and for paying any data or roaming charges from your mobile provider when using the Platform.

13.5 To the extent permitted by applicable law, You agree, at Your own responsibility and expense, to indemnify, defend and hold harmless HolidayCab, its group companies, affiliates, directors, officers, employees, agents, representatives, business and legal partners, and suppliers against any and all claims, demands, losses, damages, liabilities, penalties, fines, costs and expenses (including reasonable legal and attorneys’ fees) arising out of or in connection with:

(a) Your breach of these Terms of Use, any applicable policies, or Your representations and warranties hereunder; (b) Your violation of any applicable law or regulation while using the Platform or the Service; (c) any unlawful act or omission attributable to You in connection with Your use of the Platform or the Service; (d) any third-party claim arising from or related to Your use of the Platform, the Service, or any Transport Service booked through the Platform; or (e) any infringement or alleged infringement by You of intellectual property or other rights of HolidayCab or any third party.

Article 14 – Company’s Rights, Disclaimers and Limitation of Liability

HolidayCab may, at its reasonable discretion, temporarily suspend or permanently terminate a User’s access to the Platform or the Service, with or without prior notice, if HolidayCab reasonably believes that the User has violated these Terms, the Acceptable Use Policy, applicable law, or any representations or obligations herein, or if the User’s conduct creates a security, fraud, operational or legal risk, or causes or may cause harm, loss or liability to HolidayCab, Drivers or other Users.

In serious cases, including but not limited to fraudulent activity, unlawful conduct, misuse of the Platform, repeated non-compliance, abusive behaviour, chargeback abuse, or any conduct that poses an immediate risk to HolidayCab, Drivers or third parties, HolidayCab may suspend or terminate access permanently with immediate effect and without granting the User the right to remedy the breach.

HolidayCab expressly reserves all legal rights arising from such suspension or termination, including the right to seek compensation for any damages, losses, costs, penalties or expenses suffered as a result of the User’s acts or omissions. Users are not entitled to any compensation for suspension or termination carried out in accordance with these Terms.

HolidayCab may also temporarily restrict, suspend or interrupt access to the Platform or Service for maintenance, updates, technical upgrades, security reasons, operational restructuring, compliance with legal or regulatory obligations, or force majeure events. Where reasonably possible, HolidayCab will notify Users of planned interruptions; however, the User acknowledges that temporary unavailability may occur without notice and agrees that no damages or compensation may be claimed for such interruptions.

The Platform and the Service are provided on an “as is” and “as available” basis. HolidayCab does not guarantee uninterrupted, error-free or secure operation, immediate correction of defects, or compatibility with all devices, software or User expectations.

To the maximum extent permitted by applicable law, HolidayCab shall not be liable for any indirect, incidental, consequential, punitive or special damages, including but not limited to loss of profit, loss of business, loss of revenue, loss of data or loss of goodwill. HolidayCab is also not liable for delays, failures or damages caused by telecommunication networks, internet services, payment systems, force majeure events (including strikes, natural disasters, pandemics, wars or governmental actions), or the acts or omissions of Drivers or other third parties, including accidents, misconduct or failure to perform a Transport Service.

14.5 In relation to any individual Transfer, HolidayCab’s total aggregate liability for any and all claims, whether in contract, tort or otherwise, is limited to the Transfer Cost you actually paid for that Transfer. HolidayCab is not liable for any additional amounts such as hotel costs, flight tickets, meals, missed events, or any other indirect or consequential losses.

14.6 Where required by law, HolidayCab may be obliged to disclose user data, including personal data, to competent authorities (for example police, tax or supervisory authorities) without prior notice to you, for purposes such as criminal investigations, prevention of threats to public security or enforcement of legal obligations. Such processing is carried out in accordance with applicable data protection laws.

Article 15 – Pricing, Payments and Refunds

15.1 The Transfer Cost shown to you at the time of booking is the total amount payable by you for the Transfer, including the Driver’s remuneration and HolidayCab’s revenue component. HolidayCab’s revenue may be a percentage of the Transfer Cost or a fixed fee and may change over time; such changes do not affect Transfers already booked.

15.2 Transfers are normally pre-paid via the Platform using one of the payment methods made available there (for example credit or debit cards or paypal and others if available). By confirming a booking you authorise HolidayCab or its appointed payment processor to charge the full Transfer Cost to your selected method of payment.

15.3 After the Transfer is completed, the Driver’s share is settled with the Driver in accordance with HolidayCab’s arrangements with that Driver or their company. Drivers are solely responsible for issuing receipts or invoices where required by local law and for declaring and paying any taxes on income earned from Transfers. HolidayCab is not responsible for the tax compliance of Drivers or Travellers.

15.4 Any refund due under these Terms will be paid back to the same payment method used for the original booking, unless otherwise agreed. Processing times depend on your bank or payment provider and are outside HolidayCab’s control.

15.5 Refund Summary

• You receive a full refund (100%) of the Transfer Cost if HolidayCab cancels the Transfer for operational reasons, or if the Transfer is cancelled due to a force-majeure event (such as a serious strike or natural disaster) that makes operation objectively impossible.
• You receive a 90% refund if you cancel more than 24 hours before the scheduled pick-up (HolidayCab keeps 10% as a service fee).
• You may receive an 80% refund if a Traveller No-Show is confirmed but you successfully dispute it under Article 11.3.6 by demonstrating that both you and the Driver were at or near the pick-up location during the relevant period and that you made active efforts to contact HolidayCab or the Driver to resolve the situation.
• You receive no refund if you cancel 24 hours or less before pick-up, or if your booking is classified as Traveller No-Show and the conditions for an 80% refund are not met, or if the Transfer cannot be operated because of flight, ship or train delays, cancellations or other external circumstances beyond HolidayCab’s and the Driver’s control once the complimentary waiting time has expired.

In all cases you are strongly advised to maintain suitable travel insurance to cover delays, cancellations and missed connections that are outside HolidayCab’s control.

Article 16 – Traveller Feedback and Ratings

16.1 Only Travellers who have completed a Transfer via HolidayCab are entitled to rate and review the Driver and the overall experience.

16.2 After your Transfer, HolidayCab may send you an invitation to provide feedback. You may be asked to rate the Driver on a scale (for example 1–5 stars) and to submit written comments about the Driver, the vehicle, the Transfer and/or HolidayCab’s service. For a score of three (3) stars or less, you must select one of the predefined reasons presented to you to justify your negative feedback.

16.3 HolidayCab may use your ratings and comments to monitor and improve service quality, to evaluate Drivers and, in anonymised or aggregated form, for marketing or promotional purposes (for example by displaying average scores or excerpts from reviews). You will not receive any remuneration or benefit for submitting reviews.

16.4 You may also publish your reviews on third-party platforms (for example social networks or review sites). You remain solely responsible for ensuring that your reviews are fair, lawful, truthful and not defamatory or otherwise unlawful.

16.5 Traveller responsibility and content standards

You are solely responsible for any reviews, ratings, comments, images or other content that you submit, upload or publish in connection with the Platform or the Service (“Feedback”). All Feedback must be fair, truthful, accurate and lawful, and must reflect your genuine experience.

You must not submit Feedback that:

• is false, misleading or deceptive;
• contains advertising, promotional content or references to third-party products or services;
• is submitted in exchange for payment, incentives or other benefits;
• is created by or on behalf of a Driver, transfer company or any other service provider;
• infringes intellectual property rights, privacy rights or any other rights of third parties;
• contains unlawful, defamatory, abusive, hateful, discriminatory, obscene or otherwise inappropriate content; or
• contains links, malware or any content that may impair the operation of the Platform or third-party systems.

Where your Feedback includes images or photos, you warrant that you hold all necessary rights and consents (including the consent of any identifiable persons) to upload and make such content available.

16.6 Licence to use Traveller Feedback

You retain ownership of your Feedback. However, by submitting Feedback through the Platform, you grant HolidayCab a non-exclusive, worldwide, transferable, sublicensable, royalty-free and fully paid licence to use, reproduce, store, display, publish, adapt, translate, modify, distribute and otherwise exploit such Feedback, in whole or in part, in any media and format, whether online or offline, for purposes including but not limited to operating, improving, promoting and marketing the Platform and the Service.

This licence continues for as long as the Feedback remains relevant, even if your account is closed or your access to the Platform is terminated.

16.7 Moderation and removal of Feedback

HolidayCab reserves the right, at its sole discretion and without prior notice, to review, moderate, restrict, hide or remove any Feedback that violates these Terms, applicable law, or HolidayCab’s content standards, or that may expose HolidayCab, Drivers or third parties to legal, reputational or operational risk.

HolidayCab is not obliged to publish, retain or provide copies of any Feedback and does not guarantee that Feedback will remain publicly available on the Platform.

III. DATA PROTECTION (PRIVACY)

HolidayCab processes personal data of Travellers and Drivers in accordance with applicable data protection law, in particular the EU General Data Protection Regulation (GDPR), and as described in HolidayCab’s separate Privacy Policy, which is made available on the Platform.

Before using the Platform or placing a booking, you should carefully read the Privacy Policy to understand what data we collect, for what purposes we use it, on which legal bases, and what rights you have as a data subject. In case of conflict between these General Terms and the Privacy Policy regarding data protection issues, the Privacy Policy prevails.

IV. GENERAL LEGAL ARTICLES

Article 17 – Copyright and Intellectual Property

All content and materials on or through the Platform – including text, graphics, logos, icons, images, software, databases and design – are protected by copyright, trademark and other intellectual property rights and are either owned by HolidayCab or licensed to us.

You may use the Platform and its content only as necessary for your personal, non-commercial use of the Service. Any reproduction, distribution, modification, public display, reverse-engineering or other use going beyond normal personal use requires HolidayCab’s prior written consent.

Article 18 – Support and External Links

18.1 HolidayCab’s customer support can provide information or assistance regarding use of the Platform and the interpretation of these Terms. Such information is for convenience only, does not constitute legal advice and does not modify these Terms.

18.2 The Platform may contain links to third-party websites or services over which HolidayCab has no control. HolidayCab is not responsible for the content, availability, accuracy, quality or security of such external sites and is not liable for any loss or damage arising from their use. You access any third-party site at your own risk and must review the applicable terms and privacy policies.

Article 19 – Communication and Contact

Official communication about bookings and the Service should be made via the contact options indicated on the Platform or in your booking confirmation, or via email to hello@holidaycab.com. You are responsible for ensuring that the email address and phone number you provide are correct, active and monitored and that you can receive communications sent to them (including spam-filtered messages).

Article 20 – Final Clauses: Waiver, Severability, Assignment

20.1 Waiver If HolidayCab does not enforce any right or provision of these Terms at a particular time, this does not mean that we waive that right for the future. Any waiver must be in writing to be effective.

20.2 Severability If any provision of these Terms is held to be invalid or unenforceable by a competent court or authority, the remaining provisions remain in full force. The invalid provision will be replaced by a valid provision that comes as close as possible to the intended economic purpose.

20.3 Assignment You may not assign or transfer any of your rights or obligations under these Terms without HolidayCab’s prior written consent. HolidayCab may assign or transfer this Agreement or any of its rights or obligations to affiliated companies or in connection with corporate restructuring, provided that such assignment does not unreasonably affect your rights.

Article 21 – Governing Law and Jurisdiction

21.1 These General Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Federal Republic of Germany, excluding its conflict-of-law rules. Mandatory consumer protection rules in your country of residence remain unaffected.

21.2 If you are a merchant, a legal entity under public law, a special fund under public law, or if you do not have a general place of jurisdiction in Germany, the exclusive place of jurisdiction for all disputes arising out of or in connection with these Terms is the competent court in Paderborn, Germany.

Article 22 – Referral and Rewards / Loyalty Programs

HolidayCab may from time to time offer a referral program under which existing users can invite new users to HolidayCab and receive benefits if certain conditions are met, as well as rewards or loyalty programs where Travellers can earn and redeem points or other advantages. The detailed rules, eligibility criteria, benefits, validity periods and termination rights for such programs are set out in separate program terms published on the Platform and form part of these Terms when you participate in the respective program.

V. ACCEPTABLE USE GUIDELINES FOR THE PLATFORM (SUMMARY)

The Acceptable Use Guidelines describe how you may and may not use the Platform and Service. In particular, you must not:

• use the Platform for illegal, misleading, harmful or fraudulent purposes;
• interfere with the security, integrity or performance of the Platform;
• attempt to gain unauthorised access to any part of the Platform, its systems or other user accounts;
• use automated tools such as bots, scrapers or spiders to access or collect data from the Platform without our prior written consent;
• upload malicious code or content that infringes the rights of others (for example intellectual property or privacy rights);
• harass, abuse, threaten or harm Drivers, other users or HolidayCab staff;
• circumvent HolidayCab by using the Platform to approach Drivers and arrange rides directly in a way that conflicts with our partner terms.

HolidayCab may update these Acceptable Use Guidelines from time to time. Serious or repeated violations may result in suspension or termination of your access to the Platform and the Service, in addition to any other rights or remedies HolidayCab may have.

END OF HOLIDAYCAB TRANSPORT SERVICE AGREEMENT FOR TRAVELLERS