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

 

These General Terms and Conditions of Trading regulate the terms and conditions vis-a-vis the service of passenger transport by taxi provided by Yellow 333 AD, UIC:  175206481, having a seat and address of the place of management at: City of Sofia, 1172, Izgrev Borough, 1 Nikola Gabrovski Str., Phone: 02/9621333, e-mail: office@yellow333.com (“Yellow”).

 

When you book or use any of our services, howsoever as listed here below, you agree to these General Terms and Conditions.

 

Definitions

 

  • “General Terms and Conditions” shall mean the present General Terms and Conditions regarding use of the service of passenger transport by taxi provided by Yellow.
  • “Service/The Service” shall mean passenger transport by taxi provided by Yellow and on Yellow's behalf.
  • “We,” “Us,” and “Our” shall mean Yellow.
  • “You,” “Your,” “User” shall mean the person who books a taxi, by any possible means as provided by us, namely: by phone, on-line, via a mobile app, via Viber or Taxi Button.
  • “Driver” shall mean the person driving the vehicle during your journey.
  • “As Directed” shall mean a journey for which no destination has been specified.

 

The Service

 

We provide the service of passenger transport by taxi on the territory of Sofia with vehicles as per the requirement of the Bulgarian legislation. We provide this service with drivers with whom we are in contractual relations.

 

Terms of Use of the Service

 

You may use the service either without making a booking or by doing so using any of the means provided by us: by phone, on-line, via a mobile app, via Viber, Taxi Button, or with your subscription account, according to the following terms and conditions:

 

Using a Yellow Cab without Booking

 

  1. You may use a Yellow cab without making a booking when a cab is waiting at a taxicab stand, from a place where stopping/parking is allowed, or by hailing a cab. If the cab is free, is not driving to a customer's address and is not having a break, the driver will drive you to an address given by you.
  2. The driver may refuse to drive you if any of the requirements in respect of “Refusal to Take an Order and/or Carry Out Service,” as these are set out here below, is present.
  3. When the taxicab is with the green light on, it still may not stop or may refuse to drive you, as it may be driving to a customer's address or the driver's shift may have ended and he/she is driving out from work.
  4. All terms and conditions regarding prices, how paid, lost items, complaints, electronic communication and feedback are in force when using a Yellow cab without a booking.

 

Book a Cab by Phone

 

  1. You can book a cab by calling our landline number 02/91119. If you are making the booking with your mobile phone, you may also call 1219, at no additional charges to your tariff plan, for all mobile phone operators.
  2. When you call our phone number to book a cab you reach our call centre. You need to tell the operator the precise collection address or your location, if you have not previously booked a cab from this address/location. If you are outdoors, you need to specify the street and street number of your location, or at least the corner of which two streets you are standing at.
  3. If you have made at least one booking of a cab with us, by whichever of the means set out here, when you call the above numbers you will be first connected to the automated booking system (IVR). The system allows you to make a booking from the last two addresses you booked a cab previously. The system will navigate you step by step in making the booking. When a pick-up address is selected in the IVR system, you will receive a reference number of your order. If you do not want to use the IVR, you may either wait or press 0 to connect to an operator or reach the call centre.
  4. You may refuse to use the automated booking system (IVR) and skip connecting to it every time you call us by sending us an email from the contact page in our website or by emailing us at: office@yellow333.com. You may also opt out of the function by calling our operators.
  5. When making a booking by calling an operator you need to tell him/her following: the destination of your journey; details about the address, pick-up time and manner of payment, if you have any preferences; whether you are carrying luggage or a pet, including the pet's size and whether the animal travels in a box/cage.
  6. The operator may decline to accept a booking if you do not specify a precise collection address. We may also refuse your order if the information you provide is incorrect or incomplete.
  7. If you have not said you will be travelling with a pet, the driver may decline to carry out the service when he/she reaches the pick-up address.
  8. In our call centre your order is processed with the aid of an automated GPS system Autocab. When a booking is made, the system starts to locate a free vehicle.
  9. When the cab has arrived, you will receive a text (SMS) on your mobile phone or in Viber if you have the app. If you make the booking with an operator, you may tell him/her you want to use the Ring Back service so that you will be alerted when the cab has arrived by a short ring on your mobile phone or landline number from phone number 024911108. You do not need to answer the call.
  10. When you want to check up on your booking, if no free cars are available or if you have waited ten minutes, you can again call the same number you used to make the booking. You will be connected to our automatic back-on-phone (ABOP) system where an automatic response will communicate the status of the booking. When no free vehicle is possible to be located and you do not want to wait more to use the service, you can cancel the booking from the automatic menu.
  11. When you have booked a cab for a specified date and time, the system will start to locate a car 20 minutes prior to the fixed time, irrespective of when the booking was made. As noted in our website, our fixed time service does not guarantee that a car will be found for your trip and that it will arrive at the pick-up address on the specified time and date. You yourself check up on the status of your booking by calling our call centre. You will be connected to our automatic back-on-phone (ABOP) system which will guide you through, depending on the status of your booking and which always gives the option of speaking to an operator or cancelling the booking.
  12. The cab will wait at the address you have specified five minutes. If you wish for the cab to wait longer than five minutes, you need to tell so to the operator when you make the booking or tell the driver that you will be delayed, and by how much. In this case the driver will wait if he/she can find a space to stop, and will turn on the meter. The driver may refuse the order after the fifth minute or the additional waiting time specified by you.
  13. You can check up on your booking by calling 91119, where you will be given automated information on the status of your order.
  14. All phone calls during bookings are recorded for quality assurance purposes.

 

Book a Cab On-line

 

  1. You can also book a cab on our on-line platform at https://book.autocab.net/30410. To be able to do so, you need to register on the platform or on our mobile app. To register, you need to give us the following personal data: name, surname, phone number, and e-mail address. Before completing your registration you need to agree to our General Terms and Conditions and to familiarize yourself with our Privacy Policy. Your account on the platform also allows you to check up on your current booking and view your history of bookings and cancellations over a given period of time.
  2. You can also make a booking by filling in the following information in Step 1, Route and Trip Details: pick-up date and time; collection address; another address you want to go by; the destination of your trip; number of passengers; type of vehicle; mode of payment; whether your are carrying luggage. In this step you can also add other details about your trip in the box Notes to Driver. Here you need to indicate that you will be carrying a pet, the pet's size and whether the animal travels in a box/cage. Here you can also book an airport transfer, and in addition to the other information, you need to specify the number of your flight and the number of suitcases you will be carrying. When you press the Next button, you reach Step 2, Confirm Booking, where you can check the details of your booking and correct them if necessary. Here you can see the approximate price of your trip. When you have reviewed and approved all details, you can complete the booking by pressing the Place Booking button. In the next Step 3, Booking, you can check up the status of your booking, edit it, or cancel it.
  3. We may refuse your order if the information you provide is incorrect or incomplete.
  4. When you have booked a cab for a specified date and time, the system will start to locate a car 20 minutes prior to the fixed time, irrespective of when the booking was made. As noted in our website, our fixed time service does not guarantee that a car will be found for your trip. You yourself check up on the status of your booking by calling our call centre where you will be connected to our automatic back-on-phone (ABOP) system.
  5. You can view the status of your order and whether the car has reached the pick-up address on our on-line platform or mobile app. You can contact the driver to provide more details about the pick-up address.
  6. You are responsible and you must check the number of the taxicab you are about to board with the number specified in your order in the online platform. If you board a car with a different number, the driver may refuse to take you to your destination and you may have to wait for the cab designated for your order.
  7. You are responsible for your login credentials for the services, we will not be liable for any unauthorised bookings made on your account.
  8. You warrant that all information provided by you to us is true, accurate and up-to-date at all times.
  9. The cab will wait at the address you have specified five minutes. If you wish for the cab to wait longer than five minutes, you need to tell so to the operator when you make the booking or tell the driver that you will be delayed, and by how much. In this case the driver will wait if he/she can find a space to stop, and will turn on the meter. The driver may refuse the order after the fifth minute or the additional waiting time specified by you.
  10. You can rate the driver in your account.

 

Book a Cab via Mobile App

 

  1. You can also book a cab via our mobile app Yellow Taxi 91119, on Android and IOS.
  2. To use our mobile app and book a cab on it, you need to register. You can use your registration in our on-line platform, if you have one. To register, you need to give us the following personal data: name, surname, phone number, and e-mail address Your account in the mobile app also allows you to check up on your current booking and view your history of bookings and cancellations over a given period of time.
  3. In the mobile app you can make the booking in several steps. You need to specify the collection address, the destination of your trip, choose the method of payment: in cash or via a payment terminal, and if you are a corporate client, payment to an account. You can also specify a date and pick-up time, if so you wish. You can also send a note to the driver with other details about your trip you think relevant. In the Notes box you need to indicate that you will be carrying a pet, the pet's size and whether the animal travels in a box/cage.
  4. Before confirming the booking, you will see an approximate quote for the fare of your trip. You can read more about this below. You can again view the details of your trip and after confirming that everything is OK, you can confirm the booking by pressing the Place Booking button.
  5. We may refuse your order if the information you provide is incorrect or incomplete.
  6. When you have booked a cab for a specified date and time, the system will start to locate a car 20 minutes prior to the fixed time, irrespective of when the booking was made. As noted in our website, our fixed time service does not guarantee that a car will be found for your trip. You yourself check up on the status of your booking by calling our call centre. You will be connected to our automatic back-on-phone (ABOP) system which will guide you through, depending on the status of your booking and which always gives the option of speaking to an operator or cancelling the booking.
  7. You are responsible and you must check the number of the taxicab you are about to board with the number specified in your order in the mobile app. If you board a car with a different number, the driver may refuse to take you to your destination and you may have to wait for the cab designated for your order.
  8. The cab will wait at the address you have specified five minutes. If you wish for the cab to wait longer than five minutes, you need to tell so to the operator when you make the booking or tell the driver that you will be delayed, and by how much. In this case the driver will wait if he/she can find a space to stop, and will turn on the meter. The driver may refuse the order after the fifth minute or the additional waiting time specified by you. You can contact the driver to provide more details about the pick-up address.
  9. After the order is completed you can rate the driver on a star scale of 1 to 5.

 

Book a Cab on Viber

 

  1. You can also book a Yellow Taxi cab using our Viber chatbot.
  2. To access the bot, you need to have a Viber account.
  3. After going to our chatbot, you can choose a language for your booking and then specify the pick-up address, the destination of your trip, the type of vehicle, and name and phone number when you first access the chatbot. You can also specify your preferred method of payment: in cash or via a payment terminal, specify whether your are carrying luggage, and add notes to the driver. In the notes to the driver you need to indicate if you will be carrying a pet, the pet's size and whether the animal travels in a box/cage.
  4. After you have entered the required information you may review the details of your trip and correct them if necessary. The booking will be completed when you press the Book Cab button.
  5. We may refuse your order if the information you provide is incorrect or incomplete.
  6. When the cab reaches your pick-up address, you will receive a notification in the chatbot.
  7. You are responsible and you must check the number of the taxicab you are about to board with the number specified in your order in the chatbot. If you board a car with a different number, the driver may refuse to take you to your destination and you may have to wait for the cab designated for your order.
  8. The cab will wait at the address you have specified five minutes. If you wish for the cab to wait longer than five minutes, you need to tell the driver that you will be delayed, and by how much. The driver will turn on the meter, telling you he/she is doing do, and will wait for you if he/she can find a space to stop. The driver may refuse the order after the fifth minute or the additional waiting time specified by you. You can contact the driver to provide more details about the pick-up address.
  9. After the order is completed you can rate the driver on a star scale of 1 to 5.

 

Taxi Button

 

  1. You can book a Yellow Taxi cab on our Taxi Button device which is available in many institutions and buildings, such as hospitals, hotels, restaurants, banks, sports halls, night clubs, shopping centres, government offices, corporate offices, etc.
  2. You can book a cab by pressing the button, which then connects with our call centre. On the display of the Taxi Button device you can view the information from the call centre with the number of the car and its arrival time.
  3. We will dispatch the nearest free car.

 

Services by Subscription

 

  1. If you are an employee or an associate of any of our customers with whom we have agreements on subscription accounts, you can use the service by booking a cab by using whichever of the means as set out here above. When you book a cab as an employee or an associate of any of our customers by subscription, you cannot use the automated booking system (IVR).
  2. The payment of the fare when using a subscription account can be done by any of the following means:
  3. By filling-in a voucher in hard copy, a copy of which is to be given to the driver who must attach the receipt for the trip; or
  4. With vouchers (with a par of five, two, or one leva and/or 0.50 leva), for the respective total amount of the fare; or

iii. With an electronic voucher, as instructed by your employer and our customer, whereby you are under the obligation to provide the ID code and PIN code to confirm the amount of the fare.

  1. If when paying you give the driver by mistake a paper voucher or information about an electronic voucher of another cab service, our driver will notify us accordingly. We will contact you on the phone used to make the booking to correct the mistake.
  2. If, as an employee of a subscription account customer of ours your regularly make bookings and do not use the ordered cab, we may contact the relevant official of our customer to notify him/her accordingly, so that appropriate measures are taken.

 

Automatic System for Checking Order Status (ABOP)

 

Irrespective of which channel you used to book a cab, you can check up on the booking by calling our call centre at 029111. You will be connected to our automatic back-on-phone (ABOP) system which will guide you through you depending on the status of your booking, whereby an option is available at all times to speak to an operator or cancel the booking. When the booking has been confirmed and a second check of its status is being made, you also have the option of contacting the driver.

 

Lost Items

 

  1. When you have left something behind in a cab of our company and are immediately aware of this, you can call our call centre at the phone numbers given in the Contact page in our website. Some of our channels of communication, such as Viber, make it possible to contact the driver as soon as you become aware that you have left something behind, immediately after having left the car. If more time has passed, you need to fill in the Contact Us box in the Contact page in our website, as soon as possible after finding out you left something behind in the taxicab.
  2. When you notify us about misplaced items and in order to ensure a faster and more effective search, you may want to provide us with as much information as you have, such as: phone number from which the booking was made; where you boarded the cab; approximate time of arrival at your destination; the information from the receipt; where you were sitting in the car; a description of the misplaced item(s).
  3. Always take and keep the receipt from your trip as it contains valuable information about the time and the number of the taxicab you rode, especially if you have used our cab service without prior booking.
  4. It is particularly important to keep the receipt if you hailed the cab, as the car may not be connected to our automatic GPS system, Autocab. When the car is not connected to our GPS system, we cannot track it and will be able to identify its number only in the receipt given to you by the driver.
  5. On the basis of your alert, we will conduct a check in a period of between seven and ten working days. We will make an inquiry with the driver who drove the car when he/she is identified. If the alert is made during the weekend or non-working days, the check may take a couple of days longer, as it is done in our head office during working days. Irrespective of this, during non-working days our call centre responds immediately by sending out a text to all our cabs covered by the Autocab system. After the check is conducted, your items can be returned to you within up to one month after establishing that you are their owner.
  6. We keep lost items for a term of one month after being found.
  7. If you find a misplaced item when you use our cab services, please give it to the driver, who in turn will drop it in our head office, so that it can be returned to its owner.
  8. We can get in touch with you even before you have made an alert about a misplaced item. When a driver finds a lost item in their car, he/she calls our call centre. If the driver can give a clue as to who of the last three customers may have lost the item, we can contact each of them to check things up and return the item to its owner even before an alert is made.
  9. You can have back misplaced items in person after we have made sure that the item belongs to you.

From the driver – When we contact you after the check we have conducted to confirm that your item is with us, or after you get in touch with the driver for bookings via Viber, you may ask him/her to fetch the item to an address specified by you. For this, you will need to pay the fare for the trip from the address where the driver starts the trip to the address indicated by you for return of the item. The trip will be charged according to our standard rates, as shown on the meter, in cash or with a debit/credit card. We will notify you about the approximate fare when we contact you. You will also receive a receipt when the item is brought to you.

From Yellow's head office (City of Sofia, 1172, Dianabad housing estate, 1 Nikola Gabrovski Str.) - When we contact you after the check we have conducted to confirm that your item is with us, you can advise that you will come to get it from our head office. In this case the driver will drop the item in the Lost and Found Department in Yellow's head office within seven days. After that we will contact you to tell you that the item is in the head office and you can come to claim it.

 

Prices

 

  1. Before completing the cab booking in accordance with these Terms and Conditions, we provide you with a quote with information about the approximate price for the trip, which is calculated per mileage. The final fare you will need to pay to the driver may include different extra charges depending on the specifics of your trip, such as: waiting time, going via a certain location, halts and waits along the route, change of trip direction, particular time of the day, and others. The fare may also vary due to heavy traffic in Sofia and unannounced roadworks.
  2. The price given in the quote is based on our standard tariff rate and the estimates regarding duration and mileage in the respective platform that is used for the booking, in respect of which we inform you in a suitable way. Displays with our standard rates are available in the cabs.
  3. Such quotes only apply to the concrete booking and may vary for subsequent orders due to the factors set out here above.
  4. When cabs are booked by phone or hailed on the street, in the vehicle you can see the statutory displays with our standard rates.
  5. In the event of items left behind in a cab which you want delivered by the driver to a an address specified by you, you will need to pay the fare for the trip from the address where the the driver starts the trip to the address indicated by you. Our standard rates will apply for the trip.

 

Payment

 

  1. The final fare is paid when the order is completed and you have arrived at the drop-off address you have specified for your trip in the booking or have told the driver.
  2. Our cabs are fitted with electronic meters with fiscal memory that meet the relevant statutory requirements. At the end of the trip our drivers provide fiscal receipts.
  3. The payment can be done in cash, or with a debit/credit card and a payment terminal depending on what mode of payment you have selected in the booking. When you hail a cab on the street, ask the driver whether you can pay by debit/credit card if this is your preferred way of making payments, as it is possible for the concrete cab not to have a payment terminal.
  4. The payment terminals in our cabs that have contracts with myPOS and have been upgraded work with all types of debit and credit cards. More information on this can be found at the provider's website, https://www.mypos.eu/bg.
  5. In the case of subscription accounts, the payments are to be made as set out in the section Services by Subscription above.

 

Complaints

 

  1. If you have any complaints about the service, please call us on the phone numbers given in the app and on the Contacts page of our website, 91119/1219 round the clock, or 02 9621333 during working hours, or by sending us a message in the Contact Us box. You need to keep the cash receipt the driver has given you. We will duly consider your complaint in compliance with the requirements of the Consumer Protection Act.
  2. If you were not satisfied with the quality of our service, such as: your address was incorrectly put down by our operator; the cab did not arrive at the address or arrived with a long delay; poor quality of the service during the trip, and other instances of discrepancies between the quality of the service with what had been initially stated, you have the right to file a complaint within a term of up to 14 days following use of the service you were dissatisfied with which you established lacking in the proper quality. If you use a cab and are dissatisfied with the service, please pay the fare, keep the receipt and submit your complaint following step 1 above.
  3. We will examine your complaint with due care and as soon as possible, 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 be disturbed by our response to your complaint, please note this expressly in your phone call or in the message you send us.
  4. If we establish that your complaint about a poor-quality service under Item 2 is justified, depending on the concrete case, we can offer you a service at terms and conditions you wanted but which were not complied with; we can offer a discount from the price for your next trip, or reimburse the paid amount.

 

Customer Rating

 

  1. We reserve the right to rate you as our customer, whereby we may cease providing you with our services or limit them if you misuse our platforms for bookings, behave inappropriately towards our drivers, employees, partners and fellow passengers, and in general misuse the services we provide, as follows:
  • If you do not pay for a service already rendered; behave rudely towards the driver or operator; systematically book a cab without intending to use it; pay with a stolen debit/credit card and/or if we find out that you misuse the software of our web-based platform and mobile app – our drivers will alert us about this and we may cease to accept your bookings.
  • If you systematically refuse the use of bookings made to us, if the driver has already arrived and is waiting for you at the pick-up address and you have not informed an operator or otherwise notified us on the platform where you made the booking, we will limit our services to you by declining to accept bookings in peak times.
  1. If the due amounts are paid up, and your conduct to us, our drivers and operators is rectified by offering an apology or another remedy as the case may be, we may continue to carry out your bookings.
  2. If you are a regular customer, if you make many bookings, and if you have appropriate conduct towards us, our drivers and operators, you can earn a bonus which is noted in our system and in respect of which you will be duly notified by our operators and drivers.

 

Electronic Communication

 

All communications with us will be done electronically whenever you use software provided by us or send emails to us. You agree to receive communications from us via email or through a notification in our software. All communications from us will be regarding your journeys or promotions that relate to our service.

 

Customer Feedback

 

In addition to the cases set out above, we can contact you in the event of a problem with your booking, for example, due to incorrectly given address or phone number, change in your account or other such, so that you correct the wrong information for future bookings.

 

Refusal to Take an Order and/or Carry Out Service

 

Our drivers can refuse to drive you if:

  • They fear for their safety;
  • You are apparently under the influence of alcohol or other substances of abuse;
  • Your clothes, luggage, pets can soil or damage the car;
  • Refuse to put on the safety belt;
  • The road apparently does not allow passage by car without damages to the vehicle.

 

Miscellaneous

 

  1. The personal data you provide us with when you use our services, as set out in these General Terms and Conditions, are processed by us in accordance with our Privacy Policy.
  2. You are responsible for all bookings you make by phone or with your on-line, mobile app or Viber accounts, and we shall not be liable for any costs associated with the respective telecommunication service used for the bookings.
  3. You will only use Yellow Taxi's channels for making a booking for booking a cab you intend to use. If we deem that you are misusing the software of any of our channels for booking a cab, in any way whatsoever, we reserve the right to disable your account(s) without prior notice.
  4. You shall undertake to use our software solely in respect of the service of passenger transport by taxi and not use it for any unlawful purpose including (but not limited to) knowingly introducing viruses, trojans and logic bombs or attempting to gain unauthorised access to the site or its systems including servers and databases.
  5. All ratings you make of our drivers that we see to be obscene, threatening, abusive or in any way malicious will be deleted and we will suspend the associated user account.
  6. We can amend these General Terms and Conditions to reflect any changes to the services that we provide, the conditions we provide them in, or due to amendments to applicable statutory acts, decisions of competent supervisory bodies, changes in the market conditions or in our market policy. We will duly inform you when these changes occur by a notification on our website.
  7. If a clause of the present General Terms and Conditions is determined to be invalid, the other clauses will continue to be in effect. If a part of a clause is determined invalid and this does not affect the remainder of the clause, the latter will continue to be in effect.
  8. Any matter not regulated in these General Terms and Conditions shall be governed by the law of the Republic of Bulgaria. You can seek protection of your rights as a consumer in connection with the present General Terms and Conditions in the Consumer Protection Commission or before the competent Bulgarian court.

 

These General Terms and Conditions were last amended in October 2019.