GENERAL TERMS AND CONDITIONS FOR RELATIONS BETWEEN TRUE GROUP EOOD AND USERS OF THE SERVICE OFFERED THROUGH THE “True Drivers” INTERNET PLATFORM (www.truedrivers.net)
I. Concepts:
True Drivers or TRUE GROUP EOOD: is a legal entity, owner of the website www.truedrivers.net with the name True Drivers, registered in the Republic of Bulgaria, with registered office and address of management Plovdiv, Vasil Aprilov Blvd. № 91 floor 1 apartment 1, entered in the Commercial Register of the Republic of Bulgaria with UIC 204872610.
INTERMEDIARY: is True Drivers providing services through the website www.truedrivers.net or other websites owned by the company, mobile applications and booking tools operated by True Drivers or a third party website, tools or booking tools relating to to these Terms of Use (“Third Party Intermediary”).
PLATFORM: represents the website www.truedrivers.net or other websites owned by True Drivers, mobile applications and booking tools operated by True Drivers or a third party website, tools or booking tools related to these Terms and Conditions. use (“Third Party Intermediary”).
TRANSPORT SERVICE PROVIDER: means an independent provider of transport (bus and / or taxi) services that provides services through the Platform.
USER / CLIENT: is any natural or legal person who visits or uses the Platform in any way, and in particular anyone who makes a reservation through the Platform or similar.
PASSENGER: is any natural person who intends to use the transport services reserved through the Platform, which may be a User.
RESERVATION: a request has been made in advance by the User to the Intermediary, through the Platform, telephone call or other mobile application for transfer.
TRANSFER: is a type of transport service, which is where the User / Customer travels from a specific location to a specific location.INTERNET PAGE: is a website in the Internet space called www.truedrivers.net, which is a reservation system for the Intermediary.
II. Subject and general provisions
1. True Drivers provides reservation services (“Reservation Services”), allowing the User / Client to book a transport service as well as to pay the remuneration of the person providing the transport.
2. The transport service is provided to the User / Client directly by the Transport Service Provider who has accepted the reservation as an independent service provider.
3. True Drivers does not provide transport services. True Drivers is not a payment service provider.
4. True Drivers provides the reservation service to Users / Customers free of charge.
5. The User / Client is obliged to pay a fee for the transport service to the Transport Service Provider, but not to the Platform.
6. The General Terms and Conditions apply to all Reservation Services, unless otherwise agreed between the User / Client, respectively the Passenger and the Transport Service Provider.
7. By using the Platform or any of the other forms of reservation, the User / Client agrees to be bound by these General Terms and Conditions.
8. If a User / Customer reserves the Transport Services for another Passenger, the User / Customer must provide these Terms of Use to the Passenger and must ensure that the Passenger agrees to these Terms.
9. Using the Platform on behalf of another person, the User / Client agrees on behalf of the Passenger with the General Terms of Use and that the User / Client has sufficient authority to make the reservation on behalf of the Traveler and has provided the General Terms to the Passenger
10. If the User / Customer or any Passenger represented by the User / Customer does not agree with the Terms of Use, such User / Customer is not entitled to use the Platform.
11. The platform is intended only for persons over 18 years of age. Any access to or use of the Platform by persons under 18 years of age is expressly prohibited. By accessing or using the Platform, the User / Client provides and guarantees that he / she has reached the age of 18.
III. Reservation:
12. The User / Client makes a mandatory reservation of the Transport Services through the Platform, choosing the place of departure, the destination, the date and time of departure, the method of payment, and accordingly confirm their reservation.
13. If available, the User may also choose the places along the route where the Transport Service Provider will stay during the trip.
14. In the reservation the User must indicate the following data of at least one Passenger: three names, address, telephone number and other mandatory data specified in the reservation form or otherwise requested by True Drivers, as well as indicate whether persons will travel under 18 years.
15. When filling in the reservation form, the User / Client is obliged to provide information on whether there is a person among the travelers who is disabled, uses special means of transportation or needs other special care during the trip, in order to contact an appropriate Provider. transport service.
16. The exact time of the transport service is determined by the User / Client when making the reservation. The User / Customer should comply with the requirements of the airlines regarding the required technological time for check-in.
17. True Drivers, is not liable to the User / Client for delay of the passenger when departing from the address to the airport, due to incorrect indication of the time of departure, due to failure to report the check-in time for flight, and if the passenger has not specified a correct time so that he arrives on time at the airport for check-in. The transport service provider is also not responsible for the passenger’s delay due to the stated reason.
18. After sending the reservation, depending on the availability of the Transport Service Provider, True Drivers confirms the reservation (“Confirmation of the reservation”) in one of the following ways:
– By email;
– Through a mobile application such as Viber or WhatsApp;
– By phone call or message (SMS).
19. Trips departing more than 24 hours from the booking are confirmed immediately upon booking;
20. Trips departing less than 24 hours from the booking are confirmed by a subsequent email from True Drivers confirming that True Drivers has managed to connect the User / Customer with a Transport Service Provider.
21. After confirmation of the reservation, the User / Customer is obliged to immediately pay the fee for the Transport Service, and True Drivers deducts the payment from the debit / credit card registered with the reservation, if any, unless the User and True Drivers agree that the User pays the remuneration in cash to the Transport Service Provider.
22. If payment by card or bank transfer is selected and the User / Customer does not pay for the Transport Service immediately after confirmation of the reservation (for example if
payment exceeds the card limit or is not available in the bank account), True Drivers has the right to cancel the reservation on behalf of the Transport Service Provider by email.
23. The user has the right to cancel the Transport Service by email by sending an email to True Drivers at least 24 hours before the confirmed departure time with refund according to the conditions described in point X, point 4, “Cancellation / Cancellation ”.
24. Upon cancellation of a reservation under item 20 of the General Terms and Conditions, the Transport Service Provider shall refund to the User / Client the full price paid for such canceled reservation within 14 days of cancellation.
25. Neither the User / Customer nor the Passenger is entitled to a refund if the User / Customer cancels the Transport Service less than 24 hours before the confirmed departure time or if the Passenger does not use the Transport Service unless the Transport Service has been provided due to the fault of the Transport Service Provider or True Drivers.
26. When making the payment for the Transport Service in cash, if the User / Customer cancels the Transport Service less than 24 hours before the confirmed time of departure or if the Passenger does not use the Transport Service unless the Transport Service was performed due to the Provider’s fault. of the transport service or of True Drivers, the User / Customer is obliged to pay the full fee for the booked Transport service immediately after being notified of the amount of the fee by True Drivers.
27. Changes in the reservation made regarding the number of passengers, route, time of departure, etc., the User / Client has the right to make at least 24 hours before the time in which the Transport Service should be performed.
28. In case of flight cancellation, change of flight time or flight delay, the client should immediately notify True Drivers, after learning of the change, on the following telephone number: +359 89 722 7771or email [email protected]
29. is not responsible in case the Transport Service is not performed due to inaccurate, incomplete or incorrectly filled in information by the User / Client in the reservation form, as well as in case the User / Client does not notify about changes in the required by True Drivers information.
30. The transport service provider reserves the right to refuse to perform the Transport Service to a person who is visibly intoxicated or under the influence of drugs, or whose conduct is considered to pose a threat to the life and health of a person who actually performs The transport service or for the storage of the vehicle in its condition before the performance of the Transport service. In a case like this, the Company will not refund the amount paid to the customer.
IV. Changes to the reservation by the client
31. Change of already accepted reservation is possible only if the change is made by the User / Client not less than 24 hours before submitting the reservation and confirming it by True Drivers to the contact email specified by the User / Client.
32. The change in the amount of the value of the transport service depends on the change in the service that the client wishes to make on the already accepted reservation and is determined by the type of change (date, time, number of passengers, luggage, addition of additional stay during the trip and others.)
33. If the client wishes to make changes to the reservation, it is necessary to inform True Drivers at least 24 hours before the start of the transport service. True Drivers is not responsible for whether the Transport Service Provider will implement the changes made.
34. Reservations with wrong start dates or hours due to the fault of the User / Client may not be processed if the error is reported less than 48 hours before the start date of the shipment.
35. Changes in the published prices before the confirmation of the reservation is permissible, in the presence of unfavorable changes in exchange rates, increase in transport costs, as well as taxes and fees, which adversely affects the final price.
36. Changes in the value of the transport service are also possible during the performance of the service itself, as a result of the changes required by the User / Client. The User / Client should be informed in advance about the changes.
37. Change of already accepted reservation is possible only if the change is made by the User / Client not less than 24 hours before the start of the transport service and confirmed by True Drivers or by the Transport Service Provider of the specified by the User / Customer email address. The change in the value of the transport depends on the change in the reservation that the client wishes to make according to the type of change (date, time, number of passengers, luggage, addition of additional stay during the trip, etc.).
38. In case of flight cancellation, change of flight time or flight delay, the User / Client should immediately notify True Drivers, after learning about the change, on the duty phone +359 89 722 7771or by email: [email protected]. True Drivers and the Provider of the transport service are not responsible in case the reservation is not made due to the fact that the User / Client does not notify about any changes in the flight.
V. Cancellation:
39. Any statement of the User / Client requesting the cancellation of the reservation must be made True Drivers not less than 24 hours before the start of the reservation by email: [email protected], or by phone posted in our Platform contacts. Cancellation given orally to the Transport Service Provider or not in the manner specified in this provision shall not be considered valid.
40. If the transport service is not provided due to illness, flight cancellation and other reasons that are not due to the Transport Service Provider, this circumstance does not release the User / Customer to pay the amount due for the transport service and the Transport Service Provider service to reimburse the amount paid for the transport service. If the User / Customer declares that he does not want to use the transport service not for a reason due to the faulty behavior of the Transport Service Provider, the Provider does not owe a refund of the price paid for the service.
41. True Drivers and the Transport Service Provider shall not be liable for non-performance of the transport and liability for damages in case of non-performance, in whole or in part, of the transport service due to force majeure or accidental event (terrorist activity, strike , war or threat of war, riot, civil conflict, natural or nuclear disasters, adverse climatic conditions, fire, acts of the relevant competent authorities prohibiting or restricting the carriage of persons through no fault of the Transport Service Provider, etc. n.) or due to the exclusive fault of the User / Client.
42. The User / Client has the right to cancel his reservation, under the following conditions:
– In case of more than 10 days until the date of the shipment, the cancellation is free of charge;
– With 8 to 10 days remaining until the date and time of the transport, the User / Client pays 10% of the value of the transport;
– With 5 to 8 days remaining until the date and time of the transport, the User / Client pays 30% of the value of the transport;
– With 3 to 5 days remaining until the date and time of the transport, the User / Client pays 50% of the value of the transport;
– With 24 to 72 hours remaining until the date and time of the transport, the User / Client pays 80% of the value of the transport;
– In case of less than 24 hours until the time of the transport, the User / Client pays 100% of the value of the transport;
VI. Transportation:
43. The transport service provider or True Drivers on his behalf is obliged to contact the User / Client in order to agree in detail on the place of departure (eg exact address in the settlement, exact location, etc.) in sufficient time before the confirmed time of departure, unless the exact place of collection is described in detail in the reservation.
44. The User / Client, on his own behalf or on behalf of the passenger / passengers, concludes a transport service contract with the Transport Service Provider, after confirmation of the reservation by True Drivers. True Drivers is obliged to inform the User / Client about the data of the Transport Service Provider.
45. True Drivers is not a party to the contract. True Drivers mediates between the User / Customer and the Transport Service Provider, based on a contract between the Transport Service Provider and True Drivers. True Drivers does not perform legal or factual actions on behalf of the User / Customer or the passenger.
46. The Transport Service Provider provides the Transport Services as a regular transport service between different settlements on the territory of the European Union and in third countries outside the Union, based on the prior reservation by the User / Client.
47. The Provider may also provide other services auxiliary to the Transport Services (such as providing the Passenger with basic information about the places visited during the trip). The Provider does not provide any additional services not related to the Transport Services.
47. True Drivers and the Transport Service Provider do not offer travel services.
49. Rights and obligations of the Transport Service Provider:
49.1. The Provider, respectively the driver, welcomes the User / Client, respectively the Passenger at the place and at the time indicated in the reservation.
49.2. If it is impossible to identify the Provider or the driver at the meeting place, the User / Customer is obliged to contact True Drivers immediately on the phones listed on the Platform. If the User / Client, respectively the Passenger, does not fulfill this obligation, the reservation is considered canceled due to non-notification by the User / Client. In this case the User / Client is not entitled to compensation and owes payment of the full amount for the service.
49.3. The Provider, respectively the driver, is obliged to be at the meeting place at the exact agreed time and to wait for the User / Client within 1 hour after the arrival of his flight.
49.4. If the User / Client is delayed more than 1 hour from the arrival of the flight for reasons beyond his control (eg baggage delay, problem with his documents, etc.) and has not notified a True Drivers representative in a timely manner, then owes compensation to the User / Client for non-fulfillment of the transfer.
49.5. The provider, respectively the driver, is obliged to be at the agreed place (hotel, private address or other place specified in advance in the reservation) at the exact agreed time and wait for the client for 20 minutes. If the User / Client does not show up at the agreed place and is delayed for more than 20 minutes without notifying a True Drivers representative in due time, then the User / Client is not due compensation for non-fulfillment of the transfer.
49.6. The Provider, respectively the driver is not liable for damages suffered by the User / Customer (e.g. missed flight, train, bus, etc.) caused by a delay on his part.
49.7. In the event that the User’s / Client’s flight is canceled, delayed or diverted to another airport, the Provider has the right to be notified via True Drivers immediately of the new circumstances. If the notification is made late, the customer should make a new request. We can make the transfer from the new point of arrival only if we have the opportunity, and only if the client agrees in writing to pay all additional costs.
49.8. The Provider, respectively the driver, should take due care in performing the service by meeting the User / Customer at the place and time specified in the reservation, but is not responsible for damages suffered by the User / Customer (eg missed trip), if due to independent of the Provider, respectively the driver, the reasons caused by an accidental event (eg traffic accidents, closed roads due to civil protests, landslides, bad weather conditions, etc.) the performance of the service, according to the preliminary schedule, is objectively impossible.
49.9. The Provider, respectively the driver, has the right to refuse the provision of the service if the behavior of the User / Client and / or that of the accompanying persons is not safe and affects the security of third parties. True Drivers is not responsible for any additional costs incurred by the customer and accompanying persons as a result of not providing the service – transfer in this case.
49.10. If the User / Customer and / or the accompanying persons are visibly intoxicated and show aggression against the Provider, respectively the driver, or third parties, then the Provider, respectively the driver, may refuse to make the transfer. In this case, no compensation is due to the client for non-performance of the service – transfer, as well as a refund of the remuneration for the transportation.
49.11. In case of damage to the vehicle during the service, the Provider undertakes to eliminate the damage as soon as possible or replace the vehicle with another, but no compensation is due for damages suffered by the User / Customer (eg missed flight, bus, train and others) caused as a result of delays in the performance of the service.
49.12. Smoking, eating, drug use and alcohol consumption are strictly prohibited in the vehicle.
49.13. The User / Client must be at the agreed place and time to start the transport service. If the User / Customer is not ready to leave within 30 minutes after the agreed time (regardless of the reason), the Service Provider, respectively the driver, has the right to cancel the transport service, as leave the agreed place of departure without reimbursement of the remuneration paid.
50. Rights and obligations of the User / Client:
50.1. The User / Customer is obliged to keep clean and not to damage the vehicle in which he travels.
50.2. The User / Client is obliged to inform True Drivers when registering the reservation, if he intends to travel with extraordinary luggage, such as ski equipment, golf clubs, surfing, snowboarding, bicycles, strollers, pets, etc. in order to provide a suitable vehicle. In case of non-fulfillment of this obligation, True Drivers may cancel the reservation and the Provider, respectively the driver, may not perform the service if the number of passengers and their luggage does not meet the requirements for normal transportation. The User / Client is not entitled to claim compensation.
50.3. Smoking, eating, drug use and alcohol consumption are strictly prohibited in the vehicle.
50.4. When transporting pets, the User / Customer should provide a cage for transporting animals. In case of non-fulfillment of this obligation, the Provider, respectively the driver, has the right to refuse the performance of the transport and does not owe compensation for any damages resulting from the non-performance of the service.
50.5. In case of problems with the provision of the service, the User / Client is obliged to immediately notify True Drivers on the phones specified in the reservation confirmation. Upon notification, True Drivers will do its best to resolve the issue. If the User / Client does not fulfill his obligation to notify True Drivers, True Drivers is not responsible for the discrepancy between the agreed and the provided service.
50.6. The User / Client is obliged to indicate in the reservation the number and type of child seats required for the trip. True Drivers and the Provider / Customer are not responsible for delays in the performance of the service in case the User / Customer has not fulfilled its obligation to notify True Drivers.
50.7. If the User / Customer is detained for any reason by law enforcement (border police, customs or airport security), the User / Customer is not entitled to compensation from True Drivers or the Transport Service Provider.
50.8. The User / Client is obliged to provide in the reservation information about the way of arrival in the country, the place, the time and the means of transport – plane / train / bus with which he arrives. We are not responsible and do not owe compensation for non-performed service – transfer if the client does not provide this information in time or it is incorrect.
50.9. When requesting the service provided by the Provider, the User / Client is obliged to comply with the information published on the website www.truedrivers.net on the duration of the service for the destination and to provide sufficient time for its implementation. The information published on the website is only For the convenience of the client, we are not responsible and do not owe compensation for losses incurred by the client (eg missed flight, train, bus), if he has not provided sufficient time to complete the transfer and all procedures related to it.
50.10. If the Transport Service Provider does not arrive at the starting point within 15 minutes after the agreed time, the User / Customer is obliged to contact True Drivers to notify the delay. If True Drivers fails to provide the User / Customer with another Provider or alternative transport within 30 minutes after the notification, the User / Customer has the right to unilaterally cancel the service by calling True Drivers. In this case, the Transport Service Provider will refund to the User / Client the full price paid for such canceled service within 14 days of cancellation, and by making the payment it is considered that all property and non-property relations between the Provider and the User / Client are considered for settled.
50.11. Passengers must act prudently, not interfere with driving, not be rude and disrespectful to the driver. Passengers are obliged to treat the vehicle carefully so as not to damage or contaminate the car.
50.12. In case of establishing defects and damages on the interior and exterior of the vehicle, caused by the User / Client during the use of the service, the vehicle is sent for inspection to an authorized service center. True Drivers notifies, on behalf of the Provider, the User / Customer by his email specified in the reservation for the value of the damage and presents an invoice for the amount of the repair of the vehicle. The User / Client undertakes to pay the cost of the repair on the day of its receipt, if the service has not yet been completed in full, or within one week, if the implementation has already been completed. The Provider has the right to terminate the service without notice and at the expense of the User / Customer, if he does not pay in full the value of the damage caused by him and deficiencies in the vehicle.
51. Safety when traveling with a child: According to Bulgarian law, children under 1 year of age who weigh less than 13 kg must travel in a vehicle in rearward-facing baby seats (BABY SEAT). Children over 1 year of age and weighing more than 8 kg must use a child seat (CHILD SEAT), and children less than 1.50 m tall and weighing more than 17 kg must use seat belts with a special lifting seat (BOOSTER SEAT). The provider offers standard child seats (CHILD SEAT) and lift seats (BOOSTER SEAT), but recommends the User / Customer to use their personal protective equipment to ensure maximum safety and comfort of traveling children. The supplier is not responsible for the quality and proper functioning of the child seats. For hygienic and safety reasons, the Provider does not offer baby chairs for newborns (BABY SEAT).
52. Time and arrival: The service provider makes every effort to reach the destination at the agreed time. The Service Provider and True Drivers do not guarantee the User / Client the time of arrival at the agreed destinations.
53. Termination of the trip: If the Service Provider is unable to complete the trip no more than six hours after the expected time of arrival at the final destination and twice the time provided for the joint trip, both parties, the User / Customer and / or The service provider may terminate the transport service immediately. In this case, the Service Provider will refund to the User / Client the amount paid in full for the terminated service within 14 days of termination, unless otherwise agreed between the Service Provider and the User / Client, including if the Service Provider is undertook to organize alternative transport). With return This is the only remedy available to the User and the Traveler in case of non-performance of the Transport Service.
54. Limitation of Liability: True Drivers is not liable for damages resulting from the provision of the transport service. True Drivers is not a party to the contract for transport service. The liability of the Transport Service Provider for any damage resulting from the transport service is limited to the amount of fees paid by the User / Client for the transport service.
VII. Luggage:
55. The Baggage of the User / Client must be specified in advance, as the Service Provider assesses, according to the amount of luggage and the number of passengers, which car will be suitable for the trip. For any luggage that exceeds the pre-agreed luggage, such as bicycles, aids for the disabled, prams, golf equipment, etc., the User / Customer should provide information explicitly when filling out the reservation form. If he has not done so, the Service Provider has the right to refuse to perform it, without refund of the remuneration paid.
VIII. Services and methods of payment:
56. By sending a link for payment from True Drivers to the User / Client. The link is sent through the services of www.mypos.eu and the general conditions can be found at https://www.mypos.eu/en/terms-conditions.
57. By bank transfer of the following data:
TRUE GROUP Ltd., with UIC: BG204872610
BG (left) IBAN: BG13 UNCR 70001523139135
Bank name: Unicredit Bulbank
BIC / SWIFT UNCRBGSF
Euro IBAN: BG87 INTF40015029772453
Bank name: EUROBANK BULGARIA
BIC / SWIFT: INTF BGSF
58. Cash of the Service Provider, who will issue a receipt or invoice, if necessary.
59. True Drivers is not responsible and does not refund amounts if the bank issuing your card withholds fees for a transfer. All fees and commissions in connection with bank payments are at the expense of the User / Client.
IX. Use or abuse of the website:
60. The User may not modify any part of the Website without the prior written consent of True Drivers, as long as all rights are reserved to registered and unregistered trademarks, copyrighted works or other intellectual property owned by True Drivers. The Platform or any part of the Website may not be reproduced or operated in any other way for commercial purposes without the prior written consent of True Drivers. No person may retrieve any part of the content of the Website without the prior written consent of True Drivers.
X. Filing and processing of complaints:
61. If the User / Customer has problems during his trip that cannot be resolved on the spot with the Service Provider, the User / Customer must notify True Drivers by email [email protected]. The User / Client should describe all the details of the case in order to take appropriate measures to resolve the issue as soon as possible. All complaints sent to True Drivers by email after the end of the trip will be considered and the user will receive a response to their complaints.
XI. Final provisions:
62. These General Terms and Conditions are published on the website www.truedrivers.net and may be amended at any time, the changes being published online and available to the User / Client.
63. For the transport applicable to the reservation and the service, insofar as the present conditions regulate the relations between the User / Client, the General Terms and Conditions in force at the time of the reservation made by the User / Client shall be considered.
64. These General Terms and Conditions together with the issued reservation voucher represent the full agreement between True Drivers and its partners and the User / Client. By marking “I agree with the General Terms and Conditions” in the online booking form, the User / Client confirms that he has read them, understands their content, agrees with them and accepts them.
65. The Bulgarian version of these General Terms and Conditions is the official version of the Terms and Conditions and has been translated into other languages. The translated version has no legal value. In case of a dispute regarding the content, application or interpretation of the General Terms and Conditions or discrepancies and differences between the Bulgarian and the translated version in each foreign language, the Bulgarian text, which is decisive, shall be applied.
66. The correspondence between True Drivers and the User / Client is carried out as follows:
– for True Drivers – by email: [email protected]
– for the User / Client – by email, to the contact email address provided by him in the reservation.
67. An email message is considered received on the day when the email is received in the True Drivers email or on the first working day, if the message is received on weekends or during an official holiday in the Republic of Bulgaria.
68. True Drivers may transfer in whole or in part rights and obligations under the brokerage contract without the consent of the User / Client.
69. All disputes between the parties related to these General Terms and Conditions should be resolved in good faith and mutual understanding, and if this proves impossible, the dispute shall be resolved by the BCCI Arbitration Court when a party to the contract is not a consumer. , within the meaning of § 13, item 1 of the Additional Provisions of the Consumer Protection Act. When a party to the contract is a consumer, within the meaning of § 13, item 1 of the Additional Provisions of the Consumer Protection Act, the local court in Plovdiv, Republic of Bulgaria is locally competent to consider the dispute. Applicable law for resolving disputes is the Bulgarian legislation.
These General Terms and Conditions shall enter into force for all USERS on 1st April, 2022.
