FAQ for Drivers and Partners

Answers about registration, rides and payments. For detailed rules, please refer to the Driver Terms of Use, Payment Terms and your partnership agreement. If you work through a business, the financial terms apply to the contracting partner.

Registration and bookings

Who can work with Perloo?

Perloo works with professional transport providers and drivers who meet the requirements for their activity. Your registration and supporting documents are checked before you start carrying out rides.

Which documents do I need?

Depending on your activity, you will be asked for the vehicle registration certificate, driving licence, identity card or passport, IBAN, and a taxi licence or the appropriate MHTE tourism-business registration documents. The insurance and legal operating requirements for you and your vehicle also apply. Registration is subject to verification of the required information.

What if a document changes or expires?

You must inform Perloo and provide updated documents. You must not carry out rides if the legal requirements for the driver, vehicle or business activity are no longer met.

How do I receive ride requests?

Requests are shared with drivers who meet the criteria for the booking, such as availability, a suitable vehicle and the ability to arrive on time. Receiving a request does not mean it has already been assigned to you and does not guarantee a particular number of rides.

What should I check before accepting a ride?

Make sure you can fulfil the booking on time with a suitable vehicle. Check the journey details, seating capacity and any declared special requirements. Only accept bookings you can carry out in accordance with the applicable terms and the requirements for your activity.

Pickup and communication

When can I see the passenger’s name and contact them?

With the current settings, the passenger’s full name and contact options become available 30 minutes before the scheduled pickup. You can use the in-app chat or call through Twilio with both parties’ real phone numbers masked. Calls are not recorded. If the activation window changes, you will be informed before the change applies to the booking.

Which details can the passenger see?

At the same time, the passenger can see your full name and the vehicle’s make, registration number and colour so they can identify you.

Is the verification code mandatory?

No. The code shown to the passenger helps you confirm that you have the correct booking. You can ask the passenger to tell you the code, but it is not a mandatory step for starting the ride.

Why does the app need my location?

Your location helps coordinate pickup and show your distance from the passenger. While a ride is active, location may also update when the app is not open, provided the required permissions have been granted. Please see the Driver Privacy Notice for information about how your data is used and retained.

Can I contact the passenger after the ride?

Direct communication through the platform is disabled once the ride is completed or cancelled. Booking details, such as the journey, full name and amount, remain in the history. If you need help or find a lost item, contact support.

Cancellations and ride issues

What should I do if I need to cancel?

Submit a cancellation request and its reason through the platform as soon as possible. If pickup is more than 30 minutes away, the booking remains active and you remain committed to performing it until the administrator handles the request. The administrator looks for a suitable replacement. If one is found, the booking continues with the new driver without changing the price or essential details. If no replacement is found in time, it is cancelled and the passenger’s full payment is refunded or released.

When is a ride cancelled immediately?

From 30 minutes before scheduled pickup until the ride starts (“Passenger onboard / Start ride”), including after the pickup time, cancellation by either driver or passenger immediately cancels the booking and removes it from active rides. The administrator reviews only the financial outcome afterwards. If the driver is at fault, the full amount is refunded or released; if the passenger is at fault, the full booking amount may be charged. The person who presses cancel is not automatically the person at fault. Another ride requires a new booking.

Does a pending request cancel the ride when the final 30 minutes begin?

No. A request submitted earlier remains pending and the ride stays active until the administrator handles it. It does not cancel automatically when the final 30-minute period begins. Either passenger or driver must take a new cancellation action during that period and before the ride starts for it to be cancelled immediately.

No-shows and ride issues

The passenger has not arrived. What should I do?

You may report a no-show no earlier than 20 minutes after the “arrival time” entered by the passenger in the booking, or 40 minutes for airports and ports. The period runs from that arrival time, not from your own arrival. You must be at the agreed pickup point and have observed the required waiting period there. If the passenger is absent when you report the no-show, cancellation is justified even if they answered a message or call. The booking is cancelled immediately, but the administrator reviews the charge; you are not automatically entitled to the full amount.

Can I be charged for cancelling?

A charge of €20 per booking may be imposed after an administrator reviews responsibility for the cancellation. The exceptions in the terms apply, including force majeure, an unforeseen breakdown that is not your fault, or another circumstance beyond your responsibility that prevents the ride from being carried out safely. You will be informed of the decision and may request a review.

What if the ride ends early?

If the passenger asks to end the ride, stop at a safe and lawful location. The original booking amount generally remains payable. However, if the ride ends early because of driver fault, a breakdown, an unsuitable vehicle, a safety issue or another circumstance for which the passenger is not responsible, support will review the charge and any refund. Do not change the recorded amount yourself.

Payments and support

What is Perloo’s commission?

The commission is 15% of the total ride amount, including any VAT included in that amount. VAT on the commission is charged in addition. There is no separate Perloo processing fee. The same commission applies if, following a review, the full booking amount is charged because the passenger is at fault.

How do I receive my money?

The amount due to you is credited to the partner’s Stripe Connect account through the settlement process. Once it is available, you can request a payout to your bank account. Payouts are made at your request, and you bear the applicable payout or transfer cost. Stripe’s processing times, checks and restrictions apply, as do any lawful refunds or reversals.

Am I paid if a cancellation is the passenger’s fault?

If the administrator decides to charge the full booking amount because the passenger is at fault, the partner receives the balance after Perloo’s commission and VAT on the commission have been deducted. Payment depends on the outcome of the review and the financial settlement.

What is the security balance?

At the start of the partnership, a security balance of €100 is required, with a minimum available balance of €30, to cover the obligations described in the Payment Terms. If it falls below the minimum, an administrator may suspend new ride assignments after notifying you. After the partnership ends and the account is deactivated, the remaining available balance is returned within 30 calendar days of final reconciliation and settlement of obligations, provided no outstanding debts, disputes, refunds or other amounts remain to be set off.

How do I end the partnership?

If you have entered into an E.I.X. Cooperation Agreement, 30 days’ written notice is required under that agreement. An account deletion request does not immediately end that partnership or remove existing contractual or financial obligations. Other partnerships are governed by their applicable terms.

How can I dispute a settlement or decision?

Submit a text request through the support system, without attachments, identifying the ride, amount and reason for your disagreement. The administrator will review the information and may ask for clarification. The decision and any recorded explanation become visible once the review is complete.

Who should I contact about my personal data?

For access to, correction or deletion of personal data, contact hello@perloo.app. The Driver Privacy Notice explains your rights and the conditions for exercising them.