Passenger Payment Terms
I. Definitions
For the purposes of these Terms:
“Ride Price” means the amount automatically calculated by the Platform using a predefined calculation formula and the information provided by the Passenger, in accordance with applicable law. For public-use passenger vehicles (EDX), this is the applicable fare; for private-use passenger vehicles with a driver (EIX), it is the predetermined price for the hire of the entire vehicle through an advance booking.
No separate Platform usage or administration fee (service fee) is charged to the Passenger. The Company's commission is borne by the Driver or transport provider and deducted from the amount payable to them, without any additional charge to the Passenger.
“Total Price” means the total amount displayed to the Passenger before the request is submitted, including the Ride Price, applicable taxes and any other applicable ride charges known in advance.
II. Calculation and display of the price
Before the request is finally submitted, the Platform calculates and displays the Total Price of the ride to the Passenger.
The calculation takes into account, in particular:
a) the pickup point and destination;
b) the distance and estimated journey time;
c) the date and time of the ride;
d) the vehicle category, size and capacity;
e) the number of passengers;
f) any additional services, such as a child seat or pickup from an airport or port; and
g) applicable local tariffs and any other lawful pricing factor.
The Total Price is displayed before the request is submitted so that the Passenger can review and accept it.
III. Finality of the price
The Total Price displayed to and accepted by the Passenger is predetermined and final for the specific ride and the information provided.
The agreed price remains fixed for the booking details provided, subject to mandatory pricing rules applicable to the relevant vehicle category and the changes specified below. Rides in EDX vehicles are subject to the statutory rules for determining fares. The price for hiring an entire EIX vehicle with a driver is not a taxi fare and is not determined by a taximeter.
The Total Price may be changed only if:
a) the Passenger requests and accepts an additional service;
b) material booking details change at the Passenger's request and with their acceptance before the ride starts; or
c) the change is required by a mandatory provision of applicable law.
No additional charge is imposed without clear prior information and the Passenger's express acceptance, unless otherwise provided by applicable law.
If the Passenger wishes to change the destination, they must cancel the existing booking and submit a new request, for which a new Total Price is calculated.
IV. Payment methods
Payment is made electronically through Stripe, using a credit or debit card, Apple Pay or Google Pay.
The Passenger makes a single payment for the Total Price. Once the payment is captured, the funds remain with Stripe until allocated through Stripe Connect between the transport provider and Perloo. Perloo receives its commission and the applicable VAT, and the balance is paid to the transport provider in accordance with the Driver Payment Terms. The Passenger is not required to make a separate commission payment.
The Platform facilitates payment and, unless otherwise provided by applicable law, does not itself provide the transport service.
V. Pre-authorisation and capture of payment
At the time of booking, the displayed Total Price is pre-authorised or temporarily held through Stripe. The hold does not constitute a final charge or confirmation of acceptance by a transport provider.
No higher amount is held without prior information and the Passenger's express acceptance. Payment is captured on completion of the service. Section VI applies to cancellations and no-shows.
In the event of cancellation or a no-show, any final charge is made in accordance with Section VI and the administrator's decision where responsibility must be assessed.
If no Driver is available or the booking is cancelled without a charge to the Passenger, payment is not captured. If payment has already been captured, the amount is refunded in full. Any pre-authorisation is released in accordance with the relevant payment service provider's procedures and timeframes.
VI. Cancellations and no-shows
Cancellation at least twenty-four (24) hours before pickup is free of charge. Where fewer than 24 hours but more than 30 minutes remain, a request is submitted to the administrator and the booking remains active until the request is handled. For cancellation within 24 hours, the administrator decides on a full charge or no charge based on the reason, responsibility and circumstances; a partial cancellation charge is not the standard policy. Statutory exceptions and rights to dispute charges remain unaffected. During the final 30 minutes, the immediate cancellation procedure below applies.
Any refund is processed using the original payment method. Any pre-authorisation or temporary hold is released in accordance with the payment service provider's procedure. The cancellation submission time is the time at which the relevant request was recorded in the Platform, irrespective of when its review is completed.
The Driver may declare a no-show no earlier than twenty (20) minutes after the arrival time stated in the booking, or forty (40) minutes for an airport or port pickup. The Driver must be at the agreed location and must have waited there for the required period. Waiting time is calculated from the current time recorded in the booking or, where a change has been approved by the administrator and recorded in the booking, from the new time, not from the Driver's early arrival. If these conditions are met and the Passenger is not at the pickup point, the no-show is justified irrespective of whether the Passenger responds to communications. The declaration cancels the booking and the Total Price is charged for a justified no-show. The Passenger retains the right to dispute the charge through a claim management request and all statutory rights.
From thirty (30) minutes before the scheduled pickup time until the ride actually starts (Passenger onboard / Start ride), including after the scheduled time, either the Passenger or the Driver may cancel the booking immediately. The booking is removed from active rides, and the administrator reviews the financial settlement separately. An earlier pending request does not automatically become a cancellation when the final thirty-minute period starts; a new cancellation action is required. A new booking is required to search for another Driver.
When reviewing a cancellation or dispute, the time, reason and description of the request, booking and transaction details, and the parties' explanations are considered. For a no-show, the Passenger's and Driver's location snapshots at the time of declaration are used where available. Neither a continuously stored GPS history nor the Passenger's GPS permission is a prerequisite for booking. Retention of this information is governed by the respective Privacy Notices.
Following the review, the administrator determines the financial settlement based on responsibility established from the request and relevant evidence, in accordance with applicable law. If the cancellation is attributable to the Driver, the full amount is refunded to the Passenger or released if only pre-authorised. If the cancellation is attributable to the Passenger, the Passenger may be charged the Total Price of the booking. The amount payable to the Driver or Partner is paid after deduction of the Company's commission and VAT on that commission. The identity of the party submitting the cancellation request does not, by itself, determine responsibility or the financial settlement. The parties are informed of the outcome through the Platform.
If the Driver requests cancellation more than 30 minutes before pickup, the booking remains active and the Driver remains committed until the request is handled. The administrator seeks a suitable replacement without changing the price or material booking characteristics. If no replacement is found in time, the booking is cancelled without a charge to the Passenger and the amount is refunded or released. If the Driver does not appear, the Passenger may cancel on that basis. Where the Driver's responsibility is confirmed, a full refund or release is made.
The contractual right to cancel does not restrict any Passenger rights arising under mandatory provisions of applicable law.
VII. Change of date or time
The Passenger may request a change of date or time. The change takes effect only if approved by the administrator and recorded in the booking. Submitting a request does not mean it has been accepted. Until the change is approved and recorded, the original booking date and time remain applicable. In the event of a flight or ferry delay, the Passenger informs the Platform and requests the change; merely providing a flight or ferry number does not automatically change the time. Once the change is approved and recorded, no-show waiting periods are calculated from the new time. A change of date or time does not result in an additional charge provided that the other service details remain unchanged.
If the Driver needs to be replaced, the replacement is made without changing the Total Price, provided that the other booking details remain unchanged. If no Driver is available for the new time and the original booking cannot be performed, it is cancelled and the full relevant amount is refunded or released.
VIII. Early completion of the ride
After boarding and the start of the ride, the ride cannot be cancelled through the Platform. The Passenger may request early completion at a safe and lawful location. The full original booking amount is charged, without automatic proportional recalculation. Any request for a financial adjustment or refund is subsequently submitted as a claim management request and reviewed by the administrator in light of the circumstances, particularly Driver fault, vehicle breakdown or unsuitability, and safety issues. Submission does not automatically result in a refund. Rights under mandatory provisions of law remain unaffected.
IX. Refunds
As a rule, refunds are made using the same payment method as the original transaction.
The time it takes for a refund or release of funds to appear depends on the payment service provider and the Passenger's financial institution.
X. Disputing a charge
If the Passenger considers that a charge does not correspond to the Total Price displayed and accepted, or that an incorrect or unauthorised charge has been made, they may request a review through the Platform's support service.
The administrator reviews the request using the booking, transaction and ride details. Submitting a charge dispute does not automatically mean acceptance or a refund. It is distinct from a cancellation request, which has the effects described in Section VI.
Requests are submitted to the support system as text describing the incident, without the option to attach files. The administrator reviews the available information and may request clarification. The decision and, where recorded, its reasons are displayed to the applicant after the review is completed. Charging and refund decisions are made by the administrator and implemented through the system.
These Terms do not restrict Passenger rights arising under mandatory provisions of applicable law.
XI. Taxes and final amount
The Total Price includes applicable taxes. The Driver or business acting as the Transport Provider issues the legally required receipt or invoice to the Passenger for the entire ride. Perloo issues the transport provider an invoice for its commission plus VAT. Commission invoicing to the transport provider is consolidated for each calendar month and completed by the 15th day of the following month, in accordance with the Driver Payment Terms.
XII. Acceptance and binding effect
These Terms are made available to the Passenger before the booking request is finally submitted. By submitting the request, the Passenger accepts the displayed Total Price and the applicable payment and cancellation terms.
Any charge disputes are submitted in accordance with the procedure set out in the Platform's General Terms and Conditions of Use, of which these Terms form an integral part.