General Terms and Conditions for Use of the Service of Passenger Transport by Taxi of Yellow 333 AD

GENERAL TERMS AND CONDITIONS FOR USE OF THE TAXI TRANSPORT SERVICE OF "YELLOW 333" JSC

These General Terms and Conditions govern the procedure and conditions for using the taxi passenger transport service offered by "Yellow 333" AD, UIC 175206481, with registered office and management address: 21 Obikolna St., Druzhba 2 residential district, Sofia 1582, tel: 02/9621333, email: office@yellow333.com ("Yellow").

When you order or use any of our services in any of the ways listed below, you agree to these General Terms and Conditions.

Definitions:

"General Terms and Conditions" means these General Terms and Conditions for use of Yellow's taxi transport service;
"Service" means taxi passenger transport offered by Yellow and on its behalf;
"We", "us" and "our" means Yellow;
"You", "Your" and "User" means the person who orders a taxi through any of the channels we provide, namely: by phone, web, mobile application, IVR and taxi button;
"Driver" means the driver selected for your trip;
"As indicated" means a trip for which no destination has been specified.

The Service

Yellow provides taxi passenger transport by passenger cars in accordance with the requirements of Bulgarian legislation. The services are performed by drivers who work with the company or its partners in various settlements. The same standards and these General Terms and Conditions apply to all trips.

Conditions for Use of the Service

You may use the service without a prior order, or by placing one through any of the channels we provide – by phone, web, mobile application, IVR, taxi button or subscription – under the following conditions.

Using Yellow! without an order

You may use Yellow! without a prior order when the taxi has stopped at a taxi rank or at a permitted stopping/parking place, or by hailing it. If the car is free, not travelling to an address and not on a break, the driver will take you to the address you specify.
The driver may refuse to take you if any of the conditions under "Refusal to accept an order and/or to perform the service", as set out below in these General Terms and Conditions, is present.
When the taxi has its green light on, it may not stop, as it may be travelling to an address, waiting for another passenger, or the driver may have finished their shift and be going off duty.
All conditions regarding prices, payment methods, forgotten items, complaints, electronic communication and feedback apply when using Yellow! without an order.

Ordering by phone

You can order a taxi by calling the landline number 02/91119. If you are ordering from a mobile phone, you can also place an order at 1219, with no additional charges, in accordance with your tariff plan, regardless of the mobile operator.
When ordering by phone, you are connected to our dispatch centre (Call Center). You need to provide our operator with the exact address or place where you are located. If you are ordering from outdoors, you must state the street and number where you are, or at least the intersection of two streets.
If you have already placed at least one taxi order (regardless of which of the channels described here you used), when you call the above numbers the automated ordering system (IVR) will answer first. It allows you to choose between the last two addresses from which you have previously ordered a taxi. The system will guide you step by step on how to use it. If you do not wish to use the automated system, you can wait or press 0 to be connected to an operator.
You can opt out of using the automated ordering system (IVR) so that it is not activated every time you call us. To do so, you should submit your opt-out by email to us via the contact form on our website or at office@yellow333.com. You may also opt out directly with one of our operators.
When ordering through an operator, you need to state: the direction of travel; specifics of the address; the time the order is to be fulfilled; the payment method, if you have a preference; and whether you are travelling with luggage or a pet, and for a pet you should specify its size and whether it is in a carrier.
Our operator may refuse to accept the order if you do not provide an exact address. We may also refuse your order if the information you provide is inaccurate or incomplete, or if we are unable to reach you by phone.
If you have not informed the operator that you are travelling with a pet, the driver may refuse to fulfil the order upon arrival at the address.
At the dispatch centre, your order is processed using an automated GPS system – Autocab. Upon receiving an order, the system begins searching for a free car.
When the taxi is waiting for you at the address, you will receive a message on your mobile phone via SMS or Viber (if you have the application installed). When ordering through an operator, you may request to use the Ring Back service – notification of the arrived taxi by a short call from 024911109 to your mobile or landline phone, without the need to answer the call.
To check the status of your order, call the same number again. You will be connected to our automated order status checking system (ABOP), where an automated voice will inform you of the current status. Where no car has been found and/or you do not wish to wait any longer for the service, you can cancel the order through the automated menu.
If you do not wish to receive information from this system, please submit your opt-out by email via the contact form on our website or at office@yellow333.com. You may also opt out of this feature with one of our operators.
When you have placed an order for a specific date and time, our system starts searching for a car 20 (twenty) minutes before the specified time, regardless of when the order was placed. The service we offer for a specific time does not guarantee that a car will certainly be found for you and that it will be at the address on the specified date and time. You need to check the status of your order yourself by calling our dispatch centre (Call Center).
In doing so, you will be connected to our automated order status checking system (ABOP), which will guide you on how to use it depending on the status of the order and will always give you the option to connect to an operator or to cancel the order.
If no free car is found within 15 minutes of the time for which the taxi was ordered, the system automatically cancels the order.
The taxi will wait for you at the address from which you ordered for 5 (five) minutes. If for any reason you need to be delayed, notify the driver or the operator. The driver will wait for you if there is somewhere to stop, and will switch the taximeter to waiting mode. The driver may cancel the order after the fifth minute or after the additional time you have specified.
You can check your order at 02/91119, where you will receive automated information on its status.
In order to improve our service, all telephone calls related to orders are recorded.

Web platform

You can also order a taxi through our web platform, available at https://eb3.autocab.net/#/30410. To use the platform, you need to register on it or in our mobile application. Registration requires you to provide the following personal data: first name, surname, phone number and email address. Before completing the registration, you must agree to the General Terms and Conditions and familiarise yourself with the Personal Data Protection Policy.

Your profile on the platform allows you to track your current order and view the history of completed and cancelled orders for a certain period of time.

You can place an order by specifying, in the first step "New order": the date and time the order is to be fulfilled; the address from which you want the taxi to pick you up; an additional address to pass through (if any); the direction of travel; the number of passengers; the type of car; the payment method; and whether you are travelling with luggage. In this step you can also enter trip specifics in the "Notes to the driver" field.
You also have the option to place an order to the airport, in which case you must also enter the number of your pieces of luggage. By pressing the "Order" button, you move to step two – "Order confirmed", where you can check and, if necessary, correct the details.
If no free car is found within 15 minutes of the time for which the taxi was ordered, the system automatically cancels the order.
We may refuse your order if the information you provide is inaccurate or incomplete, or if we are unable to reach you by phone.
When you have placed an order for a specific date and time, our system starts searching for a car 20 (twenty) minutes before the specified time, regardless of when the order was placed. The service we offer for a specific time does not guarantee that a car will certainly be found for you for the relevant time.
You monitor the fulfilment of the order through the web platform, as well as whether the car has arrived at the address. If necessary, you can contact the driver to clarify the pick-up location.
It is your responsibility to check the registration number of the car you are getting into against the number shown in your order on the web platform. If you get into a car with a different number, the driver may refuse to take you and you may have to wait for the car assigned to you.
You are responsible for your login credentials. We are not liable for orders not authorised by you that are made through your profile.
You guarantee that all information you provide is true, accurate and up to date at all times.
The taxi will wait for you at the address from which you ordered for 5 (five) minutes. If you need to be delayed, notify the driver or the operator. The driver will wait for you if there is somewhere to stop, and will switch the taximeter to waiting mode. The driver may cancel the order after the fifth minute or after the additional time you have specified.
You can rate the driver in your profile.

Mobile application

You can also order a taxi through our mobile application Yellow!, available for Android and iOS.

To use the mobile application and place an order, you must register. You can use your web platform registration if you already have one. Registration requires you to provide the following personal data: first name, surname, phone number and email address. Your profile in the application allows you to track your current order and see the history of completed and cancelled orders for a certain period of time.
You can place an order through the application in a few easy steps. You can edit the address to which the car should arrive; choose several destinations; set an exact day and time; choose a payment method – via POS terminal, via a bank card registered in the application, Google Pay or Apple Pay, or via a corporate account.
In addition, you can decide whether to give the driver an additional remuneration, share details of your trip with your loved ones, or leave a note for the driver.
Before confirming the order, you will receive an approximate price for the trip. Details on how it is calculated are set out below. After checking and making sure that all details are correct, you can confirm your order by pressing the "Order…" button.
Through notifications and status messages in the mobile application, which you should monitor, you will be informed of each stage of the order.
We may refuse your order if the information you provide is inaccurate or incomplete, or if we are unable to reach you by phone.
If no free taxi is found within 15 minutes of the time for which the car was ordered, the system automatically cancels the order, of which you will be informed by a notification. You can nevertheless place a new order.
When you have placed an order for a specific date and time, our system starts searching for a car 20 (twenty) minutes before the specified time, regardless of when the order was placed. The service we offer for a specific time does not guarantee that a car will certainly be found for you for the specified moment.
You are responsible for checking the registration number of the car you are getting into against the number shown in your order in the mobile application. If you get into a car with a different number, the driver may refuse to take you and you will have to wait for the car assigned to you.
The taxi will wait for you at the address from which you ordered for 5 (five) minutes. If you need to be delayed, notify the driver or the operator. The driver will wait for you if there is somewhere to stop, and will switch the taximeter to waiting mode. The driver may cancel the order after the fifth minute or after the additional time you have specified.
The application will offer you the option to rate the driver by choosing one of the preset criteria or entering free text.

Taxi button

You can order Yellow! through our taxi button, which is installed in various institutions and establishments, such as hospitals, hotels, restaurants, financial institutions, gyms, nightclubs, shopping malls, state enterprises, companies, etc.

You can place an order by pressing the button. After the request is registered, you will receive information on the car's registration number and the taxi's arrival time.
We send you the nearest free car.
If no free taxi is found within 15 minutes of the time for which the car was ordered, the system automatically cancels the order.

Subscription

If you are an employee or associate of one of our clients with whom we have a subscription service contract (subscriber/subscribers), you may use the service in the ways described in these General Terms and Conditions. When ordering a taxi as an employee or associate of one of our subscribers, you cannot use the automated ordering system (IVR).

Payment in the case of a subscription at the end of the trip may be made in one of the following ways:

By e-voucher provided by your employer – subscriber: when ordering through an operator, the client states the company name and their identifier (and PIN code, if applicable). When ordering through the mobile application, only the company is selected as the payment method, and at the end of the trip – if a PIN code is required – it is provided to the driver to confirm the final amount.
By company number provided by your employer – subscriber, which is communicated to the driver at the end of the trip.

In the event of insufficient balance, with an e-voucher the client pays the full value of the trip, and with a company number – the difference between the available balance and the final amount, in cash or by card.

Automated order status checking system (ABOP)

Regardless of the channel through which you placed an order, you can check its status by calling our dispatch centre at 02/91119. You will be connected to the automated order status checking system (ABOP), which will guide you according to the current status of the order. The system always gives the option to connect to an operator or to cancel the order, and when it has already been accepted by a driver – also to contact the driver directly.

Forgotten items

If you have forgotten an item in one of our taxis and notice this immediately after using our services, contact our dispatch centre at the phone numbers listed in the "Contacts" section of our website. If more time has passed, fill in the "Contact us" enquiry form in the "Contacts" section as soon as possible after noticing that your item is missing.

When submitting a report, in order to carry out a faster and more effective check, you may provide us with all available information you have, such as: the phone number from which the order was placed; where you took the taxi; the approximate time of arrival; details from the receipt; which seat you were in; a description of the item/items.
Always take and keep your receipt, as it provides valuable information about the time and the registration number of the taxi you used, especially if you used our service without a prior order.
It is especially important to keep the receipt if you took a taxi without an order in the ways described in these General Terms and Conditions, as the taxi may not be connected to our automated GPS system – Autocab. When the taxi is not connected to the Autocab GPS system, we cannot track it and can only establish its number from the receipt given to you by the driver.
Based on your report, we carry out a check within 10 (ten) working days, and upon identifying the driver we send an enquiry to them. If the report is submitted on a Saturday, Sunday or public holiday, the period may be extended by up to three working days. After the check is completed, the items may be returned to you within 1 (one) month after ownership has been established.
We keep found items for 1 (one) month from the date they were found.
If, while using the service, you find someone else's item in one of our taxis, hand it over to the driver. The driver is obliged to hand it over to Yellow's Head Office so that it can be returned to its owner.
We may contact you even before you have submitted a report. When a driver finds an item in the car they are driving, they notify Yellow's dispatch centre. If the driver has an assumption as to which of their last up to three clients forgot the item, we may contact them to carry out a check and return the item to its owner even before an official report has been submitted.
You may collect forgotten items in person once we have made sure they are yours:
- From the driver – After we contact you to confirm that the item is with us, or if you contact the driver directly, you may request that the item be delivered to an address you specify. In this case, you pay the driver the fare from the address from which they set off to the delivery address. Payment is made at the standard tariff recorded by the taximeter, in cash or by debit/credit card.
  When contacting you, we will inform you of the approximate fare, and upon receiving the item you will also receive a receipt.
- From Yellow's Head Office – After we confirm that the item is with us, you may request collection from the Head Office at: 21 Obikolna St., Druzhba 2 residential district, Sofia 1582. In this case, the driver leaves the item at the "Forgotten Items" department within 7 (seven) days, after which you will be notified that you can collect it in person from the office.

Prices

We provide you with information on the approximate price of your trip. The final price you must pay the driver includes various components depending on the specifics of your trip, such as: waiting, passing through an additional address, stopping for a certain time, changing the direction of travel, time of day, road traffic, an additional remuneration you have selected, and others.

The approximate price is based on our standard tariff and the estimated time and distance calculations of the platform used, about which we inform you in an appropriate manner and which is displayed in our cars.
The approximate price refers only to the specific order and may vary for subsequent orders due to the factors listed above.
For orders for a specific time, the driver switches the taximeter to waiting mode in the event of a delay on your part.
When ordering a taxi by phone or using one of our taxis without an order, you can see our standard tariff, displayed in the taxis in accordance with regulatory requirements.
The current tariffs and prices in the "Orders" section are valid for every settlement in which Yellow offers services as a carrier – directly or through its representatives.
In the case of a forgotten item that you want delivered by the driver to an address you specify, you pay the fare from the address from which the driver set off to your address, at Yellow's standard tariff.
If you soil or damage the taxi, the costs of repairing the damage are entirely your responsibility.
In connection with a specific order, Yellow may offer optional additional services, including "Additional service – transport with a pet" and "Additional service – priority processing and allocation of the order". The price of the respective additional service is determined according to Yellow's current tariff for additional services in force at the time the order is confirmed, and is displayed or communicated clearly to the User before confirmation. The additional service is requested and charged only after the User's express consent. When ordering from the mobile application it is not pre-selected, and when ordering through an operator the price is communicated in advance and express confirmation by the User is required.
- 8.1. The additional service "Transport with a pet" does not form part of the standard taxi tariff per kilometre travelled, waiting time or call-out to an address. The additional service is not charged for the transport of a guide dog or other assistance dog where the applicable legislation requires it to be admitted.
- 8.2. The additional service "Priority processing and allocation of the order" is optional, does not constitute a call-out fee, and selecting it does not guarantee that a car will be found, a specific arrival time, or fulfilment of the order.
- 8.3. The additional services under items 8.1 and 8.2 are different from the voluntary additional remuneration/financial bonus for the driver.

Payment methods

The final price is paid upon completion of the order – when you arrive at the address you specified as the final destination, or at the address you communicated to the driver during the trip.

Our taxis are equipped with electronic taximeters with fiscal memory that meet regulatory requirements, and at the end of the trip the drivers issue fiscal receipts.
If you have selected the voluntary additional remuneration option in the mobile application, you inform the driver that you undertake to pay it.
Under subscription contracts, payments are made according to the procedure set out in the "Subscription" section – cashless, by electronic voucher or company number.

Depending on the method selected when ordering, payment may be made in cash or by debit/credit card:

Card payment via POS terminal – possible only in cars equipped with such a device. In the absence or technical malfunction of the terminal, the driver has the right to refuse card payment and accept the amount in cash only.
The POS terminals in our taxis use the myPOS payment infrastructure. Information on the supported card types is available on the provider's official website: https://www.mypos.eu/bg
Payment via the application, web platform (registered card, Google Pay or Apple Pay) – carried out through Stripe, which is responsible for processing and securely storing the card data. More information: https://stripe.com/en-bg
- Several cards may be registered in one profile, and one card may be used in more than one profile.
- When registering a card, a temporary transaction may be made to verify its validity, and the amount held is refunded automatically.
- For each order, the system makes a pre-authorisation (hold) of an estimated amount on the registered payment card. This amount does not constitute an actual payment and serves only to secure the upcoming transaction.
- After the trip is completed and the final price is determined, the system automatically charges the amount due. If there is a difference between the amount held in advance and the amount finally charged, it is refunded automatically.
- In the event of a refused or cancelled order, the amount held is released automatically. The refund depends on the card-issuing bank and usually takes up to 10 working days. Yellow has no ability to influence this period.
- For payments via Apple Pay and Google Pay, the same pre-authorisation and final payment rules apply as for card payments.
- The application gives the client the option, at their discretion, to add an additional financial bonus for the driver at the end of the trip.

In the event of a disputed or duplicate transaction, the client has the right to file an objection by email at office@yellow333.com. Yellow carries out a check and assists in resolving the case in accordance with the payment provider's procedure.

Customer complaints

If you have any complaints about the service, please leave your feedback in the contact form integrated into the website (Contacts/"Driver rating"), or call the contact phone number listed in the application and on the website during working hours at 02 9621333, selecting option "3". For this purpose, keep the receipt the driver gives you. We will review your complaint in the appropriate manner and in accordance with the requirements of the Consumer Protection Act.

If you were not satisfied with the quality of our service, for example: your address was not recorded correctly by our operator; our driver did not arrive at the address or arrived very late; poor quality of service during the trip, or in other cases where the quality of our service did not correspond to what was originally offered, you have the right to file a complaint within 14 days of using the respective service.
If you have used a taxi service and are not satisfied with its quality, you should pay for it and keep the receipt. Then file your complaint with us according to the procedure in item 1 above.
We will review your complaint or claim as soon as possible and in accordance with the requirements of the Consumer Protection Act, after which we will contact you by phone or email. If you do not wish to receive a response, state this expressly during your phone call or in the message you send us.
If we find that your claim for poor-quality service under item 2 is justified, depending on the specific case we may provide you with a service under the conditions you requested that were not met; give you a discount on your next trip; or refund the amount paid for the poor-quality service.

Customer rating

We reserve the right to rate you as our client and may stop providing our services to you entirely or restrict their provision if you abuse our ordering platforms, our drivers, employees, partners and other clients, as well as the services we provide, as follows:

If you do not pay in full for a service used, behave rudely towards one of our drivers or operators, systematically order a taxi with no intention of using it, make a payment with stolen debit/credit cards, or we find that you are abusing our web platform or mobile application, we have the right to restrict or discontinue the provision of our services to you.
If you systematically fail to use the orders you have placed with us when the driver is already waiting for you at the address, and you have not notified the call centre or done so otherwise in the platform through which you placed the order, we will restrict our services to you by ceasing to accept your orders.
If the amounts due are paid and the behaviour towards us, our drivers and operators is corrected by an apology or in another appropriate manner, depending on the specific case, we may continue to serve you when you place an order.
If you are our regular client, place a large number of orders and behave properly towards us, our drivers and operators, you may also receive a reward, which is noted in our system and of which our operators and drivers will notify you in a timely manner.

Promo codes

The client has the right to use a promo code provided by the company when ordering a service through the mobile application.
The promo code is activated by entering the unique code in the "Promo" section of the application; the code is provided to the client by email or through another official channel of the company.
The promo code is valid only for the period and under the conditions of the respective promotional campaign.
When an invalid, expired or already used promo code is entered, the system will not apply the intended discount and the client must pay for the service in the standard way – in cash or by card.
If the value of the promo code is lower than the price of the service, the client is obliged to pay the difference using the selected payment method (cash or card).
The company reserves the right to restrict or cancel the use of promo codes where abuse is suspected.

Electronic communication

All communications with us are carried out electronically – when you use the software we provide or send us emails. You agree to receive messages from us by email or through notifications in the software. All messages you receive from us will relate to your orders and information related to the services we provide.

Customer feedback

In addition to the cases listed above, we may contact you if a problem arises with your order – for example, an incorrectly entered address or contact phone number, a change to the account or other similar situations – so that you can correct the information for the purposes of future orders.

Refusal to accept an order and/or to perform the service

Our drivers may refuse to take you on board if:
- they judge that their safety is at risk;
- you are visibly intoxicated or under the influence of narcotic substances;
- you have clothing, luggage or animals that could soil or damage the car;
- you refuse to fasten your seat belt;
- the road clearly does not allow the car to pass without being damaged.
Our drivers may terminate the performance of the service if:
- they judge that during the trip your behaviour endangers their safety;
- your behaviour is aggressive or indecent;
- you consume food or drinks, or smoke in the car;
- you cause soiling or damage to the car. In these cases, you are liable for the damage caused.

Other

The personal data you provide to us when using our services described in these General Terms and Conditions are processed by us in accordance with our Personal Data Protection Policy.

You are responsible for all orders placed by you by phone or through your profiles on the web platform and the mobile application. We are not liable for any costs related to the respective telecommunications service used for the orders.

You undertake to use Yellow's ordering channels solely for requesting trips that you actually intend to take. If we detect abuse of the software or of any of the ordering channels, we reserve the right to deactivate your profile/profiles without notice.
You undertake to use our software solely for the services we provide and not to use it for unlawful acts, including but not limited to: knowingly installing viruses, Trojan horses, logic bombs, or attempts at unauthorised access to the website, systems, servers or databases.
All ratings you give our drivers that we deem obscene, threatening, offensive or in any way malicious will be deleted, and the respective user profile will be terminated.
We may amend these General Terms and Conditions in the event of changes to our services or the conditions under which we offer them, as well as due to amendments to applicable legislation, decisions of competent supervisory authorities, changes in market conditions or in our business policy. You will be informed of all changes in a timely manner through a notice on our website.
If any clause of these General Terms and Conditions is declared invalid, the remaining clauses continue to apply. If part of a clause is declared invalid and this does not affect the rest of it, the latter continues to apply.
For matters not regulated by these General Terms and Conditions, the law of the Republic of Bulgaria applies. You may seek protection of your rights as consumers in connection with the services we provide and these General Terms and Conditions before the Consumer Protection Commission or before the competent Bulgarian court.

These General Terms and Conditions are current as of 21.09.2026.

In case of discrepancies between this English translation and the Bulgarian original, the Bulgarian version shall prevail.