Terms and conditions

Reserviox Customer Terms and Conditions and Cancellation and Refund Policy. Draft for legal review.

Purpose and scope. These terms explain how customers use the Reserviox booking marketplace, how third-party transportation services are supplied, and how bookings, cancellations, refunds, complaints and disputes are handled. Reserviox arranges bookings as an intermediary and does not operate vehicles or employ drivers.

• Legal entity: Reserviox OÜ
• Registry code: 17483758
• Registered address: Tornimäe tn 5, 10145 Tallinn, Estonia
• Contact: info@reserviox.com, reserviox.com

1. About these terms

1.1 These Customer Terms and Conditions and Cancellation and Refund Policy (the Terms) govern access to the Reserviox website, booking channels and related services. They apply to each request, quote and confirmed booking made through Reserviox.

1.2 By making a booking, the person placing it confirms that they have authority to accept these Terms for themselves and for every passenger or organisation included in the booking. If a booking is made for another person, the person making it must provide that passenger with the relevant booking information and these Terms.

1.3 A booking may also contain service-specific conditions shown at checkout, stated in a quote or included in the booking confirmation. Those conditions form part of the contract. If they conflict with these Terms, the booking-specific condition prevails only for the matter it expressly addresses, subject to mandatory law.

1.4 These Terms are a draft for legal review and should be approved and adapted for the markets in which Reserviox offers bookings before public use.

2. Definitions

2.1 Booking means a confirmed reservation for a Transportation Service identified by a Reserviox booking reference.

2.2 Booking Confirmation means the confirmation sent by Reserviox that identifies the booked service, price, route or duration, passenger information and applicable booking-specific conditions.

2.3 Customer means the person or organisation that requests or pays for a Booking, and includes a passenger where the context requires.

2.4 Supplier means the independent transport operator that accepts and performs a Transportation Service.

2.5 Transportation Service means an airport transfer, chauffeur service, hourly booking, corporate or event transport, or another service described in a Booking Confirmation.

3. Reserviox role and supplier relationship

3.1 Reserviox operates an online booking marketplace and provides booking, customer support and payment-facilitation services. Reserviox does not own, lease or operate vehicles, does not employ drivers, and is not the carrier or transport operator.

3.2 Transportation Services are performed by independent Suppliers. A Supplier is responsible for the vehicle, driver, licences, permits, insurance, safety, regulatory compliance and performance of the Transportation Service it accepts.

3.3 Unless the Booking Confirmation expressly states otherwise, the contract for the Transportation Service is between the Customer and the Supplier. Reserviox remains responsible for its own marketplace and payment-facilitation obligations and will assist with communications, complaints and eligible refund requests.

3.4 A Supplier is not authorised to make commitments on behalf of Reserviox. Reserviox may replace an assigned Supplier with another appropriately qualified Supplier where reasonably necessary to preserve the Booking.

4. Booking process and confirmation

4.1 A request, quote or payment authorisation is not a confirmed Booking. A Booking becomes confirmed only when Reserviox issues a Booking Confirmation.

4.2 The Customer must review the Booking Confirmation promptly and notify Reserviox of any error. Requested changes are subject to Supplier availability, price changes and the conditions shown for the Booking. A material change may be treated as a cancellation and new booking if disclosed before the change is accepted.

4.3 Vehicle images and descriptions are illustrative unless a specific model is expressly guaranteed. A Supplier may provide a comparable or higher-category vehicle that meets the confirmed passenger and luggage capacity.

4.4 Reserviox may decline or cancel a request before confirmation where a Supplier is unavailable, information is incomplete, payment cannot be authorised, the request appears unlawful or unsafe, or a manifest pricing or technical error has occurred. Any captured amount for an unconfirmed request will be released or refunded as applicable.

5. Prices, payment and taxes

5.1 The price and currency payable are shown before confirmation. The total may include the Supplier charge, Reserviox commission or service fee, taxes, tolls, parking, airport charges, waiting time, requested extras and other disclosed charges.

5.2 Reserviox may collect the full amount, a deposit or a payment authorisation, as shown during booking. The Customer authorises Reserviox and its payment providers to charge the selected payment method for confirmed amounts and properly documented additional charges permitted by the Booking.

5.3 A payment provider or card issuer may apply currency conversion or other fees that Reserviox does not control. The Customer is responsible for those fees and for providing a valid payment method with sufficient funds.

5.4 Additional charges may apply if the service changes because of Customer instructions or circumstances, including extra stops, route changes, overtime, waiting beyond the included period, cleaning, damage, excess luggage or additional passengers. Where practicable, the charge will be disclosed before the change is performed. Evidence may be provided for a disputed post-service charge.

6. Customer cancellations and changes

6.1 The cancellation and change conditions displayed at checkout, included in the quote or stated in the Booking Confirmation govern the Booking. They may differ by location, Supplier, vehicle class, service type, lead time or event requirements.

6.2 A cancellation may be free, partly refundable or non-refundable depending on when Reserviox receives it and the booking-specific conditions. Any cancellation fee, retained service fee or Supplier charge will be limited to the amount disclosed for the Booking and permitted by applicable law.

6.3 A Customer should cancel through the available booking-management channel or by contacting info@reserviox.com with the booking reference. The cancellation time is the time the request is received by Reserviox, not the time it is sent. Reserviox will provide or send a cancellation acknowledgement.

6.4 A requested change is not effective until confirmed by Reserviox. If the Supplier cannot accommodate it, the Customer may keep the original Booking or cancel under the applicable cancellation conditions.

6.5 Mandatory consumer cancellation or refund rights, where applicable, are not excluded. Certain passenger transport or date-specific leisure services may be subject to statutory exceptions; the position depends on the service and governing mandatory law.

7. Refunds

7.1 If a refund is due, Reserviox will return the eligible amount to the original payment method unless another method is required by law or agreed for operational reasons. Refund processing will follow the timeframe stated for the Booking or required by law. A bank, card network or payment provider may require additional time to post the credit.

7.2 The refundable amount is determined from the confirmed price, services supplied, applicable cancellation conditions, documented additional charges and any mandatory legal rights. A service or booking fee will be retained only where this was disclosed and applicable law permits it.

7.3 If only part of a multi-leg or hourly service is cancelled or not supplied, any refund will reflect the affected part unless the failure materially defeats the purpose of the whole Booking or mandatory law requires another outcome.

7.4 Reserviox may ask for information reasonably needed to verify eligibility, such as the booking reference, communications, receipts or evidence of the reported service failure. This does not limit statutory rights.

8. Pickups, delays and flight changes

8.1 The Customer must provide accurate pickup, destination, date, time, flight or train details, passenger contact information, passenger count, luggage requirements and any accessibility or child-seat request. Reserviox is not responsible for a failure caused by materially incorrect or incomplete information supplied by the Customer.

8.2 Where flight or train monitoring is included in the Booking, the Supplier may adjust pickup timing using available live information. Monitoring is not guaranteed to identify every schedule change. The Customer must notify Reserviox as soon as reasonably possible of a cancellation, diversion, missed connection, changed flight number or other material change.

8.3 Any included waiting period and the rate or treatment of additional waiting time are stated in the Booking Confirmation or booking-specific conditions. After the included period, the Supplier may charge waiting time or treat the Booking as a no-show if the driver has followed the contact and pickup procedure.

8.4 The Customer should keep their phone available, follow the meeting instructions and contact Reserviox promptly if the driver cannot be located. The Customer should not leave the pickup point or arrange alternative transport without first making a reasonable attempt to contact Reserviox, unless safety or urgency makes this impracticable.

9. No-shows

9.1 A Customer no-show may be recorded when the passenger does not attend the confirmed pickup location within the applicable waiting period and reasonable contact attempts have failed. The refund outcome is governed by the booking-specific conditions and mandatory law.

9.2 A Supplier no-show occurs when the Supplier fails to attend or make the service available as confirmed and no reasonable replacement is provided. Subject to verification, the Customer will receive a full refund for the affected unperformed service. Reserviox may also try to arrange a replacement where time and availability permit.

9.3 Reserviox may review GPS data, call or message logs, dispatch records, photographs and other relevant evidence when deciding a disputed no-show. The Customer and Supplier will have a reasonable opportunity to provide relevant information.

10. Supplier cancellation or service failure

10.1 If a Supplier cancels, fails to attend, cannot lawfully perform the service or provides a materially non-conforming service, Reserviox may arrange a replacement, offer an appropriate alternative, issue a partial refund, or issue a full refund for the affected service. The remedy will reflect the circumstances, the portion performed and mandatory law.

10.2 If an alternative costs more, Reserviox will obtain the Customer's agreement before charging an additional amount unless the Customer has already authorised a stated substitution limit. If the Customer rejects a materially different alternative, the affected unperformed service will be refunded.

10.3 Reasonable evidence of direct replacement transport costs may be considered where the Supplier's verified failure left no practical opportunity for Reserviox to arrange an alternative. Any payment beyond the contractual refund is assessed under applicable law and these Terms.

11. Passenger conduct and safety

11.1 Passengers must comply with reasonable safety instructions, seat-belt and child-restraint laws, vehicle capacity, smoking and substance rules, and applicable law. The Supplier may refuse or end a service where conduct is unsafe, abusive, unlawful, materially disruptive or likely to damage the vehicle.

11.2 The Customer is responsible for reasonable cleaning, repair or other direct costs caused by a passenger beyond ordinary use, provided the amount is supported by evidence and permitted by law. The Customer may dispute the charge through the process in section 12.

11.3 Weapons, unlawful goods and dangerous items are prohibited. Animals, oversized items, mobility equipment and special assistance must be disclosed in advance so that a suitable and lawful service can be arranged.

12. Complaints, disputes and chargebacks

12.1 A Customer should report an urgent service issue as soon as possible so Reserviox has a fair opportunity to assist. A formal complaint may be sent to info@reserviox.com and should include the booking reference, a concise description, the requested outcome and available supporting evidence.

12.2 Reserviox will acknowledge and investigate complaints within a reasonable time, obtain information from the Supplier where relevant, and communicate the outcome. Complex cases may require more time, but Reserviox will provide an update where the review remains open.

12.3 Before initiating a payment dispute or chargeback, the Customer is encouraged to contact Reserviox so the issue can be reviewed and an eligible refund can be processed. This request does not restrict any legal or card-scheme right.

12.4 If a chargeback or payment dispute is opened, Reserviox may provide the payment provider with the Booking Confirmation, acceptance records, communications, cancellation conditions, service evidence and other information reasonably necessary to respond. Fraudulent or duplicate recovery attempts may be challenged.

13. Liability

13.1 Reserviox is responsible for losses that arise directly from its breach of these Terms where the loss was reasonably foreseeable when the Booking was made. Reserviox is not responsible for the independent Supplier's acts or omissions except to the extent Reserviox has a non-excludable legal responsibility or failed to perform its own obligations with reasonable care.

13.2 To the fullest extent permitted by law, Reserviox is not liable for indirect or consequential loss, loss of profit, business, opportunity, goodwill or data, or for a missed flight, connection, meeting or event caused by traffic, weather, security controls, Customer delay or another circumstance outside Reserviox's reasonable control.

13.3 Where liability may lawfully be limited, Reserviox's aggregate liability arising from a Booking will not exceed the total amount paid to Reserviox for that Booking. This limit does not apply to fraud, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot lawfully be limited or excluded.

13.4 Nothing in these Terms limits rights or remedies that a consumer cannot waive under applicable law.

14. Force majeure

14.1 Neither Reserviox nor a Supplier is responsible for delay or failure caused by an event beyond reasonable control, including severe weather, natural disaster, epidemic, war, terrorism, civil disorder, government action, border closure, strike, infrastructure failure, road closure, major traffic disruption, security incident or communications outage.

14.2 The affected party must take reasonable steps to reduce the impact and resume performance. If the event prevents the Transportation Service from being provided, Reserviox will apply the booking-specific cancellation terms, Supplier recovery and mandatory law when determining any alternative, credit or refund.

15. Privacy and customer data

15.1 Reserviox processes personal data to administer requests and Bookings, take payment, coordinate Suppliers, provide support, prevent fraud, comply with law and establish or defend legal claims. Details should be set out in Reserviox's privacy notice as approved for publication.

15.2 Reserviox shares only the information reasonably needed by Suppliers and service providers to perform the Booking and related functions. Data may be processed across borders subject to applicable safeguards.

15.3 The Customer must have a lawful basis to provide another passenger's personal data and should give that passenger the relevant privacy information.

16. Platform use and communications

16.1 The Customer must not misuse the website, interfere with its security, submit false or fraudulent requests, scrape content, impersonate another person or use Reserviox for unlawful purposes.

16.2 Booking notices may be sent by email, SMS, telephone, messaging service or through the booking channel using the contact details provided. The Customer is responsible for keeping those details current and monitoring messages relevant to the Booking.

16.3 Reserviox may update these Terms for future Bookings. The version accepted when a Booking is confirmed continues to govern that Booking unless a change is required by law or agreed with the Customer.

17. Governing law and disputes

17.1 These Terms and each Booking are governed by the laws of Estonia, without prejudice to mandatory consumer protections that apply in the Customer's country of residence or the place where the service is supplied.

17.2 The courts of Estonia have jurisdiction, except where mandatory law permits or requires the Customer to bring or defend proceedings in another court. The parties should first try in good faith to resolve a dispute through the complaint process in section 12.

17.3 If any provision is invalid or unenforceable, it will be limited to the minimum extent necessary and the remaining provisions will continue in effect. A failure to enforce a provision is not a waiver.

18. Contact

18.1 Questions, cancellation requests and complaints may be sent to Reserviox OÜ at info@reserviox.com. The registered address is Tornimäe tn 5, 10145 Tallinn, Estonia. Customers should include their booking reference in service-related correspondence.