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

These Terms and Conditions regulate the rules and conditions for the use of the passenger taxi transport service, offered by "Yellow 333" JSC, UIC 175206481, with registered office and address: Sofia 1582, 21 Obikolna Str., Druzhba 2 Residential Area, tel.: 02/9621333, e-mail: office@yellow333.com ("Yellow").

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

Definitions

• "Terms and Conditions" means these Terms and Conditions for the use of the taxi transport service of Yellow.

• "Service" means passenger taxi transport offered by Yellow and on its behalf.

• "We", "us" and "our" mean Yellow.

• "You", "your" and "User" mean the person ordering a taxi through any of the channels provided by us, namely: by phone, web, mobile application, IVR, or taxi button.

• "Driver" means the driver selected for your trip.

• "As indicated" means a trip where no destination has been specified.

The Service

We provide passenger taxi transport services within the territory of Sofia using cars that comply with the requirements of Bulgarian legislation. These services are provided to you through drivers with whom we have contractual relationships.

Terms of Use of the Service

You may use the Service without an order or by making one through the channels provided by us – by phone, web, mobile application, IVR, taxi button, or under subscription, under the following conditions:

Use of Yellow! without an order

1. You may use Yellow! without placing an order when the taxi is at a taxi stand, at a permitted stopping/parking place, or by hailing it. If the taxi is free, not traveling to another address, and not on a break, the driver will take you to the address you provide.

2. The driver may refuse to pick you up if one of the conditions for “Refusal to accept an order and/or perform the service”, as set out below in these Terms and Conditions, is present.

3. When the taxi has a green light, it may not stop or may refuse to take you, as it may already be heading to an address or waiting for another passenger, or when the driver’s shift has ended and he is going on a break.

4. All conditions regarding prices, payment methods, lost items, complaints, electronic communication and feedback apply when using Yellow! without an order.

Phone Orders

1. You may order a taxi by calling the landline number 02/91119. If ordering from your mobile phone, you may also call 1219, with no additional charges beyond your tariff plan, for all mobile operators.

2. When ordering by phone, you are connected to our dispatch center (call center). You must provide our operator with the exact address or the location where you are. If ordering from outside, you must state the street and number where you are located, or at least the corner of which two streets you are on.

3. If you have already made at least one order of our taxi (regardless of which of the described channels you used), when you call the above numbers, the automatic order system (IVR) will answer first. It gives you the option to order from the last two addresses you have used. The system will guide you step by step on how to use it. If you do not wish to use the IVR, you may wait or dial 0 to connect to an operator in the call center.

4. You may opt out of using the IVR system so that it does not activate each time you call us, by sending us an email via the contact form on our website or to: office@yellow333.com. You may also request this option from our operator.

5. When ordering through an operator, you must state: the direction of your trip; specific details of the address; the time of the order; and your preferred payment method, if any; whether you are traveling with luggage or a pet, including its size and whether it is in a cage.

6. 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, incomplete, or if we cannot contact you by phone.

7. If you did not inform the operator that you are traveling with a pet, the driver may refuse to fulfill the order upon arrival.

8. In the dispatch center, your order is processed using an automated GPS system – Autocab. When an order is received, the system searches for a free car. If after 15 minutes from the scheduled time no free car is found, the system automatically cancels the order.

9. When the taxi arrives at the address, you will receive a text message (SMS) on your mobile phone, or a Viber message if you have Viber installed. When ordering through an operator, you may request the “Ring Back” service and be notified of the arriving taxi by a short call from phone number 024911109, without needing to answer the call.

10. To check the status of your order, call the same number again. You will be connected to our automatic order status system (ABOP), and an automatic voice will inform you of the current status. If no car has been found and/or you no longer wish to wait, you may cancel the order from the automatic menu.

11. If you do not wish to receive information from this system, please let us know by email via the contact form on our website, or by writing to office@yellow333.com. You may also request this option from our operator.

12. When you have placed an order for a specific date and time, our system will begin searching for a car 20 minutes before the stated 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 and will be at the address at the given time. You must check the status of your order by calling our call center. You will be connected to our ABOP system, which will guide you how to use it depending on the status, always giving you the option to connect with an operator or cancel the order.

13. If after 15 minutes from the scheduled time no free car is found, the system automatically cancels the order.

14. The taxi will wait at the ordered address for 5 minutes. If you need to delay, inform the driver or the operator. The driver will wait if there is a place to stop and will activate the taximeter on “waiting”. The driver may refuse the order after the 5th minute or after the additional time specified by you.

15. You may check your order by calling 02/91119 and will receive automatic information about its status.

16. For the purpose of improving our service, all phone calls when placing orders are recorded.

Web Platform

17. You may also place a taxi order through our web platform available at https://eb3.autocab.net/#/30410. To do this, you must have a registration in the platform or in our mobile application. For registration, you must provide the following personal data: first name, last name, phone number, and email address. Before completing the registration, you must agree to the Terms and Conditions and review the Privacy Policy. Your account also gives you the option to track your current order and view your history of completed and canceled orders for a given period.

18. An order may be placed by entering in the first step “Route and trip details”: the date and time of execution of the order; the address where you want the taxi to pick you up; another address to pass through if any; the direction of travel; number of passengers; type of car and method of payment; whether you are traveling with luggage. In this step you may also specify details in “Notes to driver”, including whether you are traveling with a pet, its size, and whether it is in a cage. You may also order to the airport by providing your flight number and baggage count. By pressing “Continue”, you go to step two “Confirm”, where you can check and edit the details. Here you can see the approximate price of the trip. If everything is correct, you complete the order by pressing “Place Order”. In step three “Order”, you can track, edit or cancel it.

19. If after 15 minutes from the scheduled time no free car is found, the system automatically cancels the order.

20. We may refuse your order if the information you provide is inaccurate, incomplete, or if we cannot contact you by phone.

21. When you have placed an order for a specific date and time, our system begins to search for a car 20 minutes before the stated 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 that time.

22. You are responsible for tracking the order in the web platform and whether the car has arrived at the address. You may contact the driver to clarify the pick-up point.

23. It is your responsibility to check the car number of the taxi you board against the number stated in your order in the web platform. If you board a different car, the driver may refuse to take you to your destination and you must wait for the assigned car.

24. You are responsible for your login credentials. We are not responsible for unauthorized orders placed through your account.

25. You guarantee that all information you provide to us is true, accurate, and up-to-date at all times.

26. The taxi will wait at the ordered address for 5 minutes. If you need to delay, inform the driver or the operator. The driver will wait if there is a place to stop and will activate the taximeter on “waiting”. The driver may refuse the order after the 5th minute or after the additional time specified by you.

27. In your account, you may rate the driver.

Mobile Application

28. You may place a taxi order through our mobile application Yellow!, available for Android and iOS.

29. To use our mobile application and order a taxi through it, you must register. You may use your web platform registration if you have one. For registration, you must provide the following personal data: first name, last name, phone number, email address. Your account also allows you to track your current order and view your history of completed and canceled orders for a given period.

30. You may place an order through the application in a few simple steps. You may edit the pick-up address, select multiple destinations, choose an exact day and time, select whether to pay via POS terminal, via registered bank card in the application, or on a corporate account, choose whether to provide an additional tip to the driver, share your trip details with relatives, and write a note to the driver.

31. Before confirming the order, you will receive the approximate price of your trip, with more information available below. You may check the trip details again and, if everything is correct, confirm the order by pressing “Order…”.

32. Through notifications and status messages in the mobile application, which you must monitor, you will be informed about every stage of the order.

33. We may refuse your order if the information you provide is inaccurate, incomplete, or if we cannot contact you by phone.

34. If after 15 minutes from the scheduled time no free car is found, the system automatically cancels the order, of which you will be notified via notification. Nevertheless, you may place a new order.

35. When you have placed an order for a specific date and time, our system begins to search for a car 20 minutes before the stated 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 that time.

36. It is your responsibility to check the car number of the taxi you board against the number stated in your mobile application order. If you board a different car, the driver may refuse to take you and you must wait for the assigned car.

37. The taxi will wait at the ordered address for 5 minutes. If you need to delay, inform the driver or the operator. The driver will wait if there is a place to stop and will activate the taximeter on “waiting”. The driver may refuse the order after the 5th minute or after the additional time specified by you.

38. The application will invite you to rate the driver, either by selecting preset criteria or by entering free text.

Taxi Button

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

40. You may order by pressing the button, which, after registering your request, will provide you with the car number and time of arrival.

41. We will send you the nearest free car.

42. If after 15 minutes from the scheduled time no free car is found, the system automatically cancels the order.

Subscription

43. If you are an employee or associate of one of our clients with a subscription contract, you may use the service through any of the ways described above. When ordering as an employee or associate of a subscription client, you cannot use the IVR system.

44. Payment in the case of a subscription, at the end of the trip, may be made in the following ways:
    44.1 by filling out a paper voucher, one copy of which you must give to our driver, who is obliged to attach the receipt from the actual trip;
    44.2 through coupons (with nominal values of BGN 5, 2, 1 and/or 0.50) of the corresponding total value;
    44.3 with an electronic voucher, as instructed by your employer and our subscriber, by providing an identification code and PIN code, with which you confirm the trip amount.

45. If you mistakenly give the driver a paper or electronic voucher of another taxi company, the driver will notify us. We will contact you at the phone number from which the order was made to correct it.

46. If, as a subscription employee, you regularly order taxis but do not use them, we may contact the responsible officer of our subscriber to inform them so appropriate measures may be taken.

Automatic Order Status System (ABOP)

47. Regardless of the channel through which you placed your order, you may check its status by calling our call center at 02/91119. You will be connected to our automatic order status system (ABOP). The system will guide you depending on the status, always offering the option to connect with an operator or cancel the order, and when the order has already been accepted and a second check is made – also with the driver.

Lost Items

48. If you have forgotten an item in our taxi and realize it immediately, contact our call center at the phone numbers in the “Contacts” section of our website. If more time has passed, fill in the contact form on the website as soon as possible after noticing the loss.

49. When submitting a report, to facilitate a faster check, you may provide any information you have, such as: the phone number from which the order was made; the pick-up address; approximate pick-up time; receipt details; the seat where you were; description of the item(s).

50. Always take and keep your receipt, as it contains important information such as the time and taxi number you used, especially if you took a taxi without placing an order.

51. It is particularly important to keep your receipt if you took a taxi without an order, because such taxis may not be linked to our Autocab GPS system. If not linked, we cannot track it and may only identify it using the receipt.

52. Based on your report, we will carry out an investigation within 7–10 working days and will query the driver who provided the service, once identified. If the report is filed on weekends or holidays, the investigation may take an additional 1–2 days, as it is conducted in our Central office. Nevertheless, on weekends our call center immediately sends a notification to all taxis in the Autocab system. After the investigation, items may be returned to you within 1 month of confirming ownership.

53. We store lost items for 1 month from the date of finding them.

54. If you find another person’s item in our taxi, hand it to the driver, who will transfer it to Yellow’s Central office so it may be returned to its owner.

55. We may also contact you before you file a report. If a driver finds an item in his car, he contacts the call center. If he suspects one of his last three clients may have forgotten it, we may contact each of them to verify ownership before a report is filed.

56. Items may be returned to you in the following ways:
    56.1 From the driver – After contacting you to confirm ownership, you may request the driver to deliver the item to your address. In this case, you must pay for the trip from the driver’s starting point to your address, according to the standard Yellow tariff, in cash or by card. You will be notified of the approximate amount in advance. A receipt will be provided.
    56.2 From Yellow’s Central office at Sofia 1582, 21 Obikolna Str. – After confirming ownership, you may collect the item in person. The driver must hand it in within 7 days. We will contact you when the item is at the Central office.

Prices

57. We provide you with information about the approximate price of your trip. The final price you pay the driver includes various components, such as waiting, additional stops, delays, route changes, time of day, traffic, voluntary tips, and others.

58. The approximate price is based on our standard tariff and on estimated time and distance calculations of the platform used, displayed in our cars.

59. The approximate price applies only to the specific order and may vary in subsequent orders due to the factors above.

60. For scheduled orders, the driver activates the taximeter on “waiting” if you delay.

61. For phone orders or taxis taken without orders, you can see our standard tariff displayed in the taxis according to regulations.

62. The tariffs and prices in the “Orders” section are valid for every settlement in which Yellow provides services as a carrier directly or through representatives.

63. If you request delivery of a forgotten item, you must pay for the trip from the driver’s starting point to your address at Yellow’s standard tariff.

64. If you soil or damage the vehicle, the costs of cleaning or repair are your responsibility.

Methods of Payment

65. The final price is payable at the end of the order, upon arrival at the address you specified or one you indicated during the trip.

66. Our taxis are equipped with electronic taximeters with fiscal memory, compliant with regulations. At the end of the trip, drivers issue fiscal receipts.

67. If you chose the option for voluntary additional payment in the mobile application, you must inform the driver that you undertake to pay it.

68. For subscription contracts, payments are made as described in “Subscription” above.

69. Depending on the payment method chosen, payments may be made in cash or by card:
    69.1 By POS terminal. If you took a taxi without an order, ask the driver in advance if card payment is available, as not all taxis have terminals.
    69.2 POS terminals in our taxis (with contracts with myPOS) accept all types of cards after updating the device. More information: https://www.mypos.eu/bg.
    69.3 By registering a card in the application via the institution Stripe, which processes and stores card data. More information: https://stripe.com/en-bg. Multiple cards can be registered per account, and one card may serve multiple accounts. A temporary transaction may occur to verify the card.

70. For electronic payment via the application, a pre-authorization amount is held on the registered card for each order. This guarantees the upcoming payment.

71. After the trip ends and the final amount is calculated, the system automatically charges the actual sum. Differences with the pre-authorized amount are refunded automatically.

72. The application allows clients to optionally add a bonus for the driver at the end of the trip.

Customer Complaints

73. If you have complaints about the service, please leave feedback through the contact form on our website (“Contacts/Driver Rating”) or call us at 02/9621333 (option 3). Keep your receipt. We will review your complaint according to the Consumer Protection Act.

74. If you are dissatisfied (e.g. wrong address recorded, driver not arriving, excessive delay, poor service quality), you may submit a complaint within 14 days of the trip. Pay for the service, keep your receipt, and then submit the complaint as described above.

75. We will review complaints as quickly as possible in accordance with the Consumer Protection Act, and contact you by phone or email unless you expressly state that you do not want a reply.

76. If we establish that your complaint is justified, we may provide compensation: performing the service under the desired conditions, a discount on your next trip, or a refund.

Customer Rating

77. We reserve the right to rate you as a client and may stop or limit our services if you abuse our platforms, drivers, staff, partners, other clients, or services, including if:
    77.1 You fail to fully pay for services used; behave rudely toward our drivers or operators; regularly order taxis without using them; pay with stolen cards; or abuse our software. In such cases, we may stop accepting your orders.
    77.2 If you regularly cancel orders after a driver has arrived and do not inform us, we may restrict services to you during peak hours.

78. If outstanding sums are paid and behavior corrected (including apology), we may resume service.

79. If you are a regular and correct client, making many orders and behaving properly, you may receive a reward, which will be noted in our system.

Electronic Communication

80. All communication with us is electronic when you use our software or email us. You agree to receive messages by email or notifications in our software. All such messages concern your orders and our services.

Customer Feedback

81. We may also contact you if a problem arises with your order (e.g. incorrect address, phone, or account changes) so you may correct it.

Refusal to Accept Order and/or Perform Service

82. Our drivers may refuse to pick you up if:
    82.1 They assess their safety is at risk;
    82.2 You are visibly intoxicated or under the influence of substances;
    82.3 Your clothing, luggage, or animals could soil or damage the car;
    82.4 You refuse to fasten a seat belt;
    82.5 The road obviously does not allow passage without damage to the car.

83. Our drivers may terminate the service if:
    83.1 Your behavior during the trip endangers their safety;
    83.2 Your behavior is aggressive or indecent;
    83.3 You eat, drink, or smoke in the car;
    83.4 You soil or damage the car. In such cases, you are liable for damages.

Other

84. Personal data you provide when using our services are processed in accordance with our Privacy Policy.

85. You are responsible for all orders placed by phone or via your accounts. We are not responsible for any telecommunication costs associated with the orders.

86. You undertake to use Yellow!’s order channels only for booking taxis you intend to use. If you abuse the software in any way, we reserve the right to deactivate your account(s) without notice.

87. You undertake to use our software only for taxi services and not for illegal purposes, including (but not limited to) knowingly installing viruses, trojans, logic bombs, or attempting unauthorized access to the site, its systems, servers, or databases.

88. Any ratings of our drivers that are obscene, threatening, offensive, or malicious will be deleted, and the user account terminated.

89. We may amend these Terms and Conditions if our services or conditions change, or due to changes in laws, regulatory decisions, market conditions, or company policy. We will notify you on our website.

90. If any clause of these Terms and Conditions is declared invalid, the remaining clauses remain in force. If part of a clause is declared invalid but does not affect the rest, the remainder continues to apply.

91. For matters not regulated in these Terms and Conditions, the law of the Republic of Bulgaria applies. You may seek protection of your rights from the Consumer Protection Commission or competent Bulgarian courts.

Final Provision

These Terms and Conditions are current as of 23.06.2025.

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