1. Definitions

 

Signature Solutions j.d.o.o., Zagreb, Ksaver 72, OIB: 22482949868 respects your privacy and the security of your personal data. The collection, use and processing of your personal data is carried out in accordance with this Privacy Policy and the provisions of the Act on the Protection of Private Data (Official Gazette 103/03, 118/06, 41/08, 130/11, 106/12), or other applicable regulations applicable in the Republic of Croatia, which govern the protection of personal data.

 

“Customer/Passenger is a person who orders the services of our company by email, phone (call/SMS(WhatsApp), or by filling out a booking form on our website. The customer enters into a relationship when TAXI-zagreb confirms the reservation following the applicable Terms and Conditions. He is responsible for the entire communication with the representatives of TAXI-Zagreb (for changes in the service after its ordering, for special requests and/or instructions during the service). He must be at least 18 years old. Passenger is responsible for paying the full amount of service and posible additional costs regulated with Terms and Conditions.

 

  1. About us

 

We provide online (website – booking form, email) and phone (call/SMS/WhatsApp) services for the transport of Passengers. The company provides transportation services. In case you make a reservation for the Transport Service with us, you confirm that you enter into a contract and you will fulfill your obligation to pay Transport Service. We are a licensed private company and we provide transportation services.

 

The Company provides transportation services and is involved in the relationship between Customer and Driver that works for our compay that will provide you with the Transportation Service. The Company represents Driver and provides guarantees regarding the quality of the transport service and the behavior of the Drivers. Drivers have an employment relationship with the company or its partners.

 

The Company instructs the Driver to provide transportation services, but will not assess the suitability, legality, or ability of any Driver, and you expressly disclaim and release the Company from any claims, liability, or damages arising out of the Customer’s connection with the Driver during the transfer that is not connected to the transfer quality and fulfillment of the obligation.

 

The services we provide with online/email booking forms are only available for personal use as information/confirmation and proof of booked service. It is therefore not permitted to resell, distribute through a deep link, use, copy, track (e.g., via spider, scrape), display, download, or reproduce any content or information, software, products, or services available on our website, for any commercial or competitive activity or purpose.

 

Before requesting the Service offered on our website, you should read and understand these Terms. By booking, you confirm that you have read these Terms and that you are legally capable of accepting them. If you do not understand any of the terms of the Agreement, we recommend that you contact us before proceeding with your booking via email, contact form, or phone.

 

  1. Introductory notes

 

By completing the booking form, you confirm that you can understand your obligations and will fulfill them. Booking form will be is the main part of Terms and Conditions.

If for any reason you refuse to accept Terms and Conditions, you may not book the transfer with our company. Our company will not provide you with services for which you have not agreed to these General Terms and Conditions. If any item in these General Terms and Conditions or the booking form is not clear to you, please contact us via email, contact form, or phone. By refusing to do so, you release us from any liability to you, whether it arises or is implied by these General Terms and Conditions or not. Any changes in Terms and Conditions will be updated and published on our website.

 

  1. Service details

 

Route

The transfer service is the rental of a vehicle with a driver and it is impossible to guarantee the exact transfer route. While we will take all reasonable steps to adhere to arrival and departure times following the booking form and information provided on our website, all stated dates and durations are non-binding estimates.

In case the access to the usual route is closed due to weather conditions, traffic accidents, etc., the driver will change the route, and use the most suitable way at the moment to reach the agreed destination at the time. Situations like this may lead to additional costs

Failed transfer

Before the transfer, you will get the driver’s contact information, if you will have difficulties encountering the driver, contact us. If you order an alternative transport service and don’t use an agreed transfer with our company, we will be deemed to be completely relieved of any contractual, actual, or legal obligation or liability to you. This includes your possible refund requests.

 

Waiting time:

  • Airport/bus/train station – 30 minutes without charge
  • Loco (city waiting) time – 24 Euros per hour

 

Not showing up in the agreed place in 30 minutes (at the airport – not including delayed flight) in 15 minutes in the city will be charged extra based on the waiting time. If you don’t answer calls from drivers or find alternative transportation. Costs will be charged if the booking is ton canceled on time.

Cancellation

If you need to cancel the booked transfer. You need to cancel it at least 48 hours earlier to get a full refund. In case you didn’t cancel your booking on time, we reserve the right to charge your booking in full. We are not obligated to send you any warning due to late cancellation. When you accept Terms and Conditions it is you accept Failed transfer and Cancellation methods.

 

Vehicles

We have the right to assign a larger vehicle or several vehicles of the same value to your transfer without prior notice. We also keep the right to change vehicle type depending on the amount of luggage, number of passengers, or other factors such as pet transportation, children’s car seats… And without any warning from the company to the customer if the customer didn’t specify which vehicle they would like to book. If you would like a specific vehicle for transfer, you need to book at least 24 hours earlier.

 

  1. Booking procedure

 

When you use our booking form and choose “Reserve Now” on our website or by the equivalent conclusion of the booking process by phone/WhatsApp, you accept these General Terms and Conditions in full.

When you receive a Confirmation email that follows your booking, you are obliged to check the accuracy of all data. The responsibility for their accuracy lies solely with you. When the transfer is assigned to the driver, he will check bus/train/flight numbers and arrivals to be sure everything is on time. We are not responsible for problems that come from incorrect information in the booking form.

If you are aware of any sort of delays that will change the time you booked your transfer, please contact the office or your driver. Change of time due to delays will not be extra charged if you contacted us at least 1 hour before booked time.

  1. EXTRAS and Baggage

Extras must be noted in the booking form or added to transfer details via phone/email at least 24 hours earlier. Extras include:

  • Children car seat
  • Pet transporter
  • Bike rack

All extras, special requests, and additional questions can be placed in the booking form, if you are sending emails or calling, please mention them on time.

Child car seats are available on request. Please note that you cannot hold us responsible in case the children traveling with you need larger or smaller car seats than those provided for their age.

A pet transporter is available on request. Please tell us the size of your pet so we can confirm if the pet transporter is available.

Additional luggage such as sports equipment, musical instruments, medical aids, and other luggage that is not in the suitcases or other case types must be noted while booking. All additional luggage must be properly packed.

The easiest way to determine if you have extra luggage – under the extra luggage is considered everything bigger than two standard airlane suitcases and hand luggage per person.

  1. Waiting time

 

The time indicated in the booking form is the time when a driver will wait for you. Waiting time for departure on your transfer is 30 minutes if the place of departure is the airport or 15 minutes for all other departure points. That included “free” waiting time is calculated from the time specified in your reservation and is already charged in price.

In case your bus/train/flight arrives earlier, please wait for the driver until the time specified in the reservation, you may contact us but we are not obligated to send the vehicle earlier. In case your flight is delayed, contact us and the driver will wait for you longer or will come later, also “free” time is added to the new landing time.

 

  1. Accuracy of information

 

The text, photos, videos, and other information on our website are informative. We will give you complete, updated information. It is possible to have price changes, availability of a given vehicle in the fleet, or other changes due to weather, vehicle failure, or any reason.

We keep the right to change prices published on the website of the transportation without warning. The price that is in your confirmation email/text is the price that will not be changed. The confirmed price can be changed due to changes in transfer conditions such as extra luggage, extras, and additional waiting time… The text, photos, videos, and other information on our website are informative. We will give you accurate, complete, and up-to-date information at the given moment. It is possible to have price changes, availability of a given vehicle in the fleet, or other changes due to weather, vehicle failure, or any reason.

 

  1. Payments and fees

 

We offer standard payment methods:

Payment card methods: Visa, MasterCard, Maestro, American Express, JCB, Union Pay, Bancontact, iDeal, Apple Pay, Google Pay, and contactless payments.

 

Other payment methods: direct bank transfer and cash. The payment methods available for certain services are visible during the booking process.

 

  1. Our changes and cancellations

 

We can make changes to your booking to provide you with quality and safe service. We can change the time, route, or payment method in your booking. We will ensure that you are familiar with the changes that we make.

If the booking form is not correctly filled we will ask you for the correct information that will make it possible for us to provide you with service. If new, correct information changes the price of the transfer, we will wait for your confirmation of the new details. If you would like to cancel a booking due to news, the standard cancellation policy applies.

We reserve the right to cancel the order if we are not sure of the accuracy of the data without any additional warning.

 

  1. Customer policy

 

A passenger not showing up after the included waiting time (15-30 minutes depending on the location). The driver will be waiting for you with a sign with the name of the passenger or the logo of our Company. If you don’t see him, both the driver and customer will have contact information for easy contact.

Delayed flight, bus/train – contact the office or driver directly with updated information, in that case, we will find the best solution to avoid extra costs and get your vehicle there on time. If your driver is no longer available at the new arrival time, we will find the best solution to meet all your needs.

 

Earlier flight/bus/train – earlier arrival at the meeting spot? Contact us as soon as you find out you will come earlier, we will find the best solution to avoid extra costs and get your vehicle there on time. If your driver is not available at the new arrival time, we will find the best solution to meet all your needs. If we don’t have an available vehicle at the given time, please wait until booked transfer time. Due to the company booking calendar, we are not obliged to approve early/delay requests if we don’t have available vehicles. All changes must be approved 24 hours before booking to be 100% approved.

 

We hold the right to deny to provide service:

 

  • if we estimate that booking details are not authentic
  • if the passenger is younger than 18 years old
  • if the passenger’s behavior is dangerous for our drivers’ safety
  • if the passenger does not have valid documentation for traveling
  • other reasons that company estimates are not applicable with our company rules

 

  1. Departure/arrival meeting point

 

The customer is obligated to fill out the booking form with the correct departure/arrival address. If it is a bus/train station or airport, the driver will wait at the usual place of departure. If the driver is waiting on the street, he will contact you and tell you the exact spot nearest to the departure address.

 

  1. Driver policy

 

The driver must be at the address noticed in the booking form on time. In case of a delay that is caused by traffic or some other factor, the driver will call you on time to inform you when he is coming.

In case of a prolonged waiting time that may cause a delay in your further obligations (bus/train, flight) we will send another vehicle that is closer to your pick-up point to ensure the transfer is on time.

 

  1. Acceptance of risk

 

Ordering our services of transportation directly implies that you as a customer understand and accept the risks that may occur and are involved in our services. In addition, as a customer, passengers comply with the safety instructions from the driver that is providing the service.

  1. Customer complaints

TAXI-Zagreb reacts to every complaint about the services we provide. All complaints must be sent in writing form to our company email address within 10 days.

Complaints email: info@taxi-zagreb.eu

 

Every complaint is taken seriously and will be investigated by Customer Service in the company. We will respond after the investigation and make our best to find the best solution for the occured problem.

Refunds

If we estimate that the charge must be refunded we will make a bank transfer within 30 days. Refund is possible in a few situations such as cancellation (according to Terms and Conditions) and problems caused by our company during the transfer or cancellation on our behalf due to company problems.

Incorrect information

Incorrect information in the booking form, email or phone communication (call/SMS/WhatsApp) may lead to the problems in providing service. It is customer responsibility to check information. If we see errors or mistakes in your booking, we will ask again for booking information. But we are not obligated to check booking information.

  1. Personal data

 

All personal data from information in the booking form to all the information that you use in communication with us via email/phone (call, SMS, Whatsapp) or other way of communication will be safely stored. According to the Croatian Archiving Act, we are obliged to keep this personal data for 11 years from the date of service:

  • Name and surname of the main passenger
  • Number of passengers
  • E-mail address of the main passenger
  • Pick-up and drop-off address