Terms and Conditions

1 About these terms

1.1 TheseCustomer Terms and Conditions and Cancellation and Refund Policy (theTerms) govern access to theReserviox website, booking channels and related services. They apply to each request, quoteand confirmed booking madethrough Reserviox.

1.2 By making a booking, theperson placing it confirms that they haveauthority to accept theseTerms for themselves and for every passenger or organisation included in thebooking. If a booking is madefor another person, theperson making it must providethat passenger with therelevant booking information and theseTerms.

1.3 A booking may also contain service-specificconditions shown at checkout, stated in a quoteor included in thebooking confirmation. Thoseconditions form part of thecontract. If they conflict with theseTerms, thebooking-specificcondition prevails only for thematter it expressly addresses, subject to mandatory law.

1.4 TheseTerms area draft for legal review and should beapproved and adapted for themarkets in which Reserviox offers bookings beforepublic use.

2 Definitions

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

2.2 Booking Confirmation means theconfirmation sent by Reserviox that identifies thebooked service, price, routeor duration, passenger information and applicablebooking-specificconditions.

2.3 Customer means theperson or organisation that requests or pays for a Booking, and includes a passenger wherethecontext requires.

2.4 Supplier means theindependent licensed and insured transportation provider that accepts and performs a Transportation Service.

2.5 Transportation Service means an airport transfer, chauffeur service, hourly booking, corporateor event transport, or another servicedescribed in a Booking Confirmation.Reserviox Customer Terms and Cancellation and Refund Policy DRAFT FOR LEGAL REVIEW | Reserviox OÜ | Page 2

3 Reserviox role and supplier relationship

3.1 Reserviox operates an onlinebooking marketplaceand provides booking, customer support and payment-facilitation services. Reserviox does not own, leaseor operatevehicles, does not employ drivers, and is not thecarrier or transport operator.

3.2 Transportation Services areperformed by independent Suppliers. A Supplier is responsiblefor thevehicle, driver, licences, permits, insurance, safety, regulatory complianceand performanceof theTransportation Serviceit accepts.

3.3 Unless theBooking Confirmation expressly states otherwise, thecontract for theTransportation Serviceis between theCustomer and theSupplier. Reserviox remains responsiblefor its own marketplaceand payment-facilitation obligations and will assist with communications, complaints and eligiblerefund requests.

3.4 A Supplier is not authorised to makecommitments on behalf of Reserviox. Reserviox may replacean assigned Supplier with another appropriately qualified Supplier wherereasonably necessary to preservetheBooking.

4 Booking process and confirmation

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

4.2 TheCustomer must review theBooking Confirmation promptly and notify Reserviox of any error. Requested changes aresubject to Supplier availability, pricechanges and theconditions shown for theBooking. A material changemay betreated as a cancellation and new booking if disclosed beforethechangeis accepted.

4.3 Vehicleimages and descriptions areillustrativeunless a specificmodel is expressly guaranteed. A Supplier may providea comparableor higher-category vehiclethat meets theconfirmed passenger and luggagecapacity.

4.4 Reserviox may declineor cancel a request beforeconfirmation wherea Supplier is unavailable, information is incomplete, payment cannot beauthorised, therequest appears unlawful or unsafe, or a manifest pricing or technical error has occurred. Any captured amount for an unconfirmed request will bereleased or refunded as applicable.

5 Prices payment and taxes

5.1 Thepriceand currency payableareshown beforeconfirmation. Thetotal may includetheSupplier charge, Reserviox commission or servicefee, taxes, tolls, parking, airport charges, waiting time, requested extras and other disclosed charges.

5.2 Reserviox may collect thefull amount, a deposit or a payment authorisation, as shown during booking. TheCustomer authorises Reserviox and its payment providers to chargetheselected payment method for confirmed amounts and properly documented additional charges permitted by theBooking.

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

5.4 Additional charges may apply if theservicechanges becauseof Customer instructions or circumstances, including extra stops, routechanges, overtime, waiting beyond theincluded period, cleaning, damage, excess luggageor additional passengers. Wherepracticable, thechargewill bedisclosed beforethechangeis performed. Evidencemay beprovided for a disputed post-servicecharge.Reserviox Customer Terms and Cancellation and Refund Policy DRAFT FOR LEGAL REVIEW | Reserviox OÜ | Page 3

6 Customer cancellations and changes

6.1 Thecancellation and changeconditions displayed at checkout, included in thequoteor stated in theBooking Confirmation govern theBooking. They may differ by location, Supplier, vehicleclass, servicetype, lead timeor event requirements.

6.2 A cancellation may befree, partly refundableor non-refundabledepending on when Reserviox receives it and thebooking-specificconditions. Any cancellation fee, retained servicefeeor Supplier chargewill belimited to theamount disclosed for theBooking and permitted by applicablelaw.

6.3 A Customer should cancel through theavailablebooking-management channel or by contacting info@reserviox.com with thebooking reference. Thecancellation timeis thetimetherequest is received by Reserviox, not thetimeit is sent. Reserviox will provideor send a cancellation acknowledgement.

6.4 A requested changeis not effectiveuntil confirmed by Reserviox. If theSupplier cannot accommodateit, theCustomer may keep theoriginal Booking or cancel under theapplicablecancellation conditions.

6.5 Mandatory consumer cancellation or refund rights, whereapplicable, arenot excluded. Certain passenger transport or date-specificleisureservices may besubject to statutory exceptions; theposition depends on theserviceand governing mandatory law.

7 Refunds

7.1 If a refund is due, Reserviox will return theeligibleamount to theoriginal payment method unless another method is required by law or agreed for operational reasons. Refund processing will follow thetimeframestated for theBooking or required by law. A bank, card network or payment provider may requireadditional timeto post thecredit.

7.2 Therefundableamount is determined from theconfirmed price, services supplied, applicablecancellation conditions, documented additional charges and any mandatory legal rights. A serviceor booking feewill beretained only wherethis was disclosed and applicablelaw permits it.

7.3 If only part of a multi-leg or hourly serviceis cancelled or not supplied, any refund will reflect theaffected part unless thefailurematerially defeats thepurposeof thewholeBooking or mandatory law requires another outcome.

7.4 Reserviox may ask for information reasonably needed to verify eligibility, such as thebooking reference, communications, receipts or evidenceof thereported servicefailure. This does not limit statutory rights.

8 Pickups delays and flight changes

8.1 TheCustomer must provideaccuratepickup, destination, date, time, flight or train details, passenger contact information, passenger count, luggagerequirements and any accessibility or child-seat request. Reserviox is not responsiblefor a failurecaused by materially incorrect or incompleteinformation supplied by theCustomer.

8.2 Whereflight or train monitoring is included in theBooking, theSupplier may adjust pickup timing using availableliveinformation. Monitoring is not guaranteed to identify every schedulechange. TheCustomer must notify Reserviox as soon as reasonably possibleof a cancellation, diversion, missed connection, changed flight number or other material change.

8.3 Any included waiting period and therateor treatment of additional waiting timearestated in theBooking Confirmation or booking-specificconditions. After theincluded period, theSupplier may chargewaiting timeor treat theBooking as a no-show if thedriver has followed thecontact and pickup procedure.

8.4 TheCustomer should keep their phoneavailable, follow themeeting instructions and contact Reserviox promptly if thedriver cannot belocated. TheCustomer should not leavethepickup point or arrangealternativetransport without first making a reasonableattempt to contact Reserviox, unless safety or urgency makes this impracticable.Reserviox Customer Terms and Cancellation and Refund Policy DRAFT FOR LEGAL REVIEW | Reserviox OÜ | Page 4

9 No shows

9.1 A Customer no-show may berecorded when thepassenger does not attend theconfirmed pickup location within theapplicablewaiting period and reasonablecontact attempts havefailed. Therefund outcomeis governed by thebooking-specificconditions and mandatory law.

9.2 A Supplier no-show occurs when theSupplier fails to attend or maketheserviceavailableas confirmed and no reasonablereplacement is provided. Subject to verification, theCustomer will receivea full refund for theaffected unperformed service. Reserviox may also try to arrangea replacement wheretimeand availability permit.

9.3 Reserviox may review GPS data, call or messagelogs, dispatch records, photographs and other relevant evidencewhen deciding a disputed no-show. TheCustomer and Supplier will havea reasonableopportunity to providerelevant information.

10 Supplier cancellation or service failure

10.1 If a Supplier cancels, fails to attend, cannot lawfully perform theserviceor provides a materially non-conforming service, Reserviox may arrangea replacement, offer an appropriatealternative, issuea partial refund, or issuea full refund for theaffected service. Theremedy will reflect thecircumstances, theportion performed and mandatory law.

10.2 If an alternativecosts more, Reserviox will obtain theCustomer’s agreement beforecharging an additional amount unless theCustomer has already authorised a stated substitution limit. If theCustomer rejects a materially different alternative, theaffected unperformed servicewill berefunded.

10.3 Reasonableevidenceof direct replacement transport costs may beconsidered wheretheSupplier’s verified failureleft no practical opportunity for Reserviox to arrangean alternative. Any payment beyond thecontractual refund is assessed under applicablelaw and theseTerms.

11 Passenger conduct and safety

11.1 Passengers must comply with reasonablesafety instructions, seat-belt and child-restraint laws, vehiclecapacity, smoking and substancerules, and applicablelaw. TheSupplier may refuseor end a servicewhereconduct is unsafe, abusive, unlawful, materially disruptiveor likely to damagethevehicle.

11.2 TheCustomer is responsiblefor reasonablecleaning, repair or other direct costs caused by a passenger beyond ordinary use, provided theamount is supported by evidenceand permitted by law. TheCustomer may disputethechargethrough theprocess in section 12.

11.3 Weapons, unlawful goods and dangerous items areprohibited. Animals, oversized items, mobility equipment and special assistancemust bedisclosed in advanceso that a suitableand lawful servicecan bearranged.

12 Complaints disputes and chargebacks

12.1 A Customer should report an urgent serviceissueas soon as possibleso Reserviox has a fair opportunity to assist. A formal complaint may besent to info@reserviox.com and should includethebooking reference, a concisedescription, therequested outcomeand availablesupporting evidence.

12.2 Reserviox will acknowledgeand investigatecomplaints within a reasonabletime, obtain information from theSupplier whererelevant, and communicatetheoutcome. Complex cases may requiremoretime, but Reserviox will providean updatewherethereview remains open.

12.3 Beforeinitiating a payment disputeor chargeback, theCustomer is encouraged to contact Reserviox so theissuecan bereviewed and an eligiblerefund can beprocessed. This request does not restrict any legal or card-schemeright.Reserviox Customer Terms and Cancellation and Refund Policy DRAFT FOR LEGAL REVIEW | Reserviox OÜ | Page 5

12.4 If a chargeback or payment disputeis opened, Reserviox may providethepayment provider with theBooking Confirmation, acceptancerecords, communications, cancellation conditions, serviceevidenceand other information reasonably necessary to respond. Fraudulent or duplicaterecovery attempts may bechallenged.

13 Liability

13.1 Reserviox is responsiblefor losses that arisedirectly from its breach of theseTerms wheretheloss was reasonably foreseeablewhen theBooking was made. Reserviox is not responsiblefor theindependent Supplier’s acts or omissions except to theextent Reserviox has a non-excludablelegal responsibility or failed to perform its own obligations with reasonablecare.

13.2 To thefullest extent permitted by law, Reserviox is not liablefor 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 circumstanceoutsideReserviox’s reasonablecontrol.

13.3 Whereliability may lawfully belimited, Reserviox’s aggregateliability arising from a Booking will not exceed thetotal 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 belimited or excluded.

13.4 Nothing in theseTerms limits rights or remedies that a consumer cannot waiveunder applicablelaw.

14 Force majeure

14.1 Neither Reserviox nor a Supplier is responsiblefor delay or failurecaused by an event beyond reasonablecontrol, including severeweather, natural disaster, epidemic, war, terrorism, civil disorder, government action, border closure, strike, infrastructurefailure, road closure, major trafficdisruption, security incident or communications outage.

14.2 Theaffected party must takereasonablesteps to reducetheimpact and resumeperformance. If theevent prevents theTransportation Servicefrom being provided, Reserviox will apply thebooking-specificcancellation 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, takepayment, coordinateSuppliers, providesupport, prevent fraud, comply with law and establish or defend legal claims. Details should beset out in Reserviox’s privacy noticeas approved for publication.

15.2 Reserviox shares only theinformation reasonably needed by Suppliers and serviceproviders to perform theBooking and related functions. Data may beprocessed across borders subject to applicablesafeguards.

15.3 TheCustomer must havea lawful basis to provideanother passenger’s personal data and should givethat passenger therelevant privacy information.

16 Platform use and communications

16.1 TheCustomer must not misusethewebsite, interferewith its security, submit falseor fraudulent requests, scrapecontent, impersonateanother person or useReserviox for unlawful purposes.

16.2 Booking notices may besent by email, SMS, telephone, messaging serviceor through thebooking channel using thecontact details provided. TheCustomer is responsiblefor keeping thosedetails current and monitoring messages relevant to theBooking.

16.3 Reserviox may updatetheseTerms for futureBookings. Theversion accepted when a Booking is confirmed continues to govern that Booking unless a changeis required by law or agreed with theCustomer.Reserviox Customer Terms and Cancellation and Refund Policy DRAFT FOR LEGAL REVIEW | Reserviox OÜ | Page 6

17 Governing law and disputes

17.1 TheseTerms and each Booking aregoverned by thelaws of Estonia, without prejudiceto mandatory consumer protections that apply in theCustomer’s country of residenceor theplacewheretheserviceis supplied.

17.2 Thecourts of Estonia havejurisdiction, except wheremandatory law permits or requires theCustomer to bring or defend proceedings in another court. Theparties should first try in good faith to resolvea disputethrough thecomplaint process in section 12.

17.3 If any provision is invalid or unenforceable, it will belimited to theminimum extent necessary and theremaining provisions will continuein effect. A failureto enforcea provision is not a waiver.

18 Contact

18.1 Questions, cancellation requests and complaints may besent to Reserviox OÜ at info@reserviox.com. Theregistered address is Tornimäetn 5, 10145 Tallinn, Estonia. Customers should includetheir booking referencein service-related correspondence.