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

Important—language precedence. This English translation is provided for convenience. In the event of any discrepancy, ambiguity, or conflict between this English version and the original Bulgarian version, the Bulgarian version prevails and shall be binding.

These Terms and Conditions govern the terms and conditions for using the passenger taxi transport service offered by “Yellow 333” JSC, UIC 175206481, registered office and address: 21 “Obikolna” St., Druzhba 2 Residential Area, 1582 Sofia, tel.: 02/9621333, email: office@yellow333.com (“Yellow”).

By ordering or using any of our services in any of the ways described below, you agree to these Terms and Conditions.

Definitions

• “Terms and Conditions” means these Terms and Conditions for the use of Yellow’s taxi transport service.

• “Service” means passenger taxi transport provided by or on behalf of Yellow.

• “We”, “us”, “our” means Yellow.

• “You”, “your”, “User” means the person who orders a taxi through any of the channels we provide, namely: by phone, web, mobile application, IVR, or taxi button.

• “Driver” means the driver assigned to your trip.

• “As Directed” means a trip where no destination is specified in advance.

The Service

Yellow provides passenger taxi transport with cars in compliance with Bulgarian legislation. Services are performed by drivers working with the company or its partners in various localities. Uniform standards and these Terms and Conditions apply to all trips.

Conditions for Using the Service

You may use the Service without placing a prior order or by placing an order through any of our channels—phone, web, mobile app, IVR, taxi button, or a subscription—under the conditions below.

Using Yellow! without an order

You may use Yellow! without a prior order when a taxi is at a stand, at a permitted stopping/parking location, or by hailing on the street. If the car is available, not heading 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 grounds for “Refusal to accept an order and/or perform the service” below apply.
When the taxi’s light is green, it may still not stop because it may be heading to an address, waiting for another passenger, or the driver may be ending a shift and going on a break.
All provisions on prices, payment methods, lost property, complaints, electronic communications, and feedback apply to using Yellow! without an order.

Phone orders

You may order a taxi by calling landline 02/91119. From a mobile phone, you can also order on 1219, with no extra premium charges, according to your tariff plan and regardless of mobile operator.
Phone orders connect you to our Dispatch (Call Center). You must provide the exact address or the location where you are. If ordering from outside, specify 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 (via any channel), when you call the numbers above you will first be connected to our IVR automatic ordering system. It allows you to choose from the last two addresses from which you previously requested a taxi. The system guides you step by step. If you do not wish to use it, you may wait or press 0 to reach an operator.
You can opt out of IVR so it does not start on every call. To do so, send an email via the contact form on our website or to office@yellow333.com, or request the opt-out directly to an operator.
When ordering via an operator, you should specify: direction of travel; address specifics; time for the order; preferred payment method (if any); and whether you travel with luggage or a pet (specify the pet’s size and whether it is in a carrier).
Our operator may refuse 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 cannot reach you by phone.
If you did not notify the operator that you are traveling with a pet, the driver may refuse to fulfill the order upon arrival.
Orders are handled by our automated Autocab GPS system. If no free car is found within 15 minutes from the requested time, the system automatically cancels the order.
When the taxi is waiting at the address, you will receive an SMS or Viber message (if installed). When ordering via operator, you may request Ring Back—a short missed call from 024911109 notifying you that the taxi has arrived.
To check your order status, call the same number again. You will connect to our ABOP automated status system, which will inform you of the current status. If no car is found and/or you no longer wish to wait, you can cancel via the automated menu.
If you do not wish to receive information from this system, request an opt-out via the website contact form or by email to office@yellow333.com, or directly with an operator.
For orders for a specific date and time, our system starts searching for a car 20 minutes before the specified time, regardless of when the order was placed. A timed order does not guarantee that a car will be found or that it will be at the address at the specified time. You must check the status of your order by calling the Call Center. You will connect to ABOP, which will guide you and always allow connection to an operator or cancellation.
If no car is found within 15 minutes from the requested time, the system automatically cancels the order.
The taxi will wait 5 (five) minutes at the pickup address. If you will be delayed, inform the driver or the operator. If there is a place to stop, the driver will wait and switch the taximeter to waiting. The driver may refuse the order after the fifth minute or after any additional time you indicated.
You can check your order at 02/91119 and receive automated status information.
For service improvement, all phone calls related to orders are recorded.

Web platform

You can order a taxi through our web platform at https://eb3.autocab.net/#/30410. To use it you need to register in the platform or in our mobile app. Registration requires: first name, last name, phone, and email. Before completing registration, you must accept the Terms and read the Privacy Policy. Your profile allows you to track your current order and review a history of completed and canceled orders for a given period.

To place an order, in step one “New Order” specify: date and time; pickup address; additional via address (if any); direction of travel; number of passengers; vehicle type; payment method; and whether you travel with luggage. In “Notes to the driver”, specify any specifics; if traveling with a pet, indicate its size and whether it is in a carrier. You may also order to an airport—then provide the flight number and number of bags. Press “Order” to proceed to step two “Order Confirmed”, where you can review and, if necessary, correct the details.
If no free car is found within 15 minutes from the requested time, the system automatically cancels the order.
We may refuse your order if the information you provided is inaccurate or incomplete, or if we cannot reach you by phone.
For timed orders, our system starts searching 20 minutes before the time, regardless of when the order was placed. A timed order does not guarantee that a car will be found for that time.

You can track order progress in the web platform and whether the car has arrived. If needed, you can contact the driver to specify the pickup spot.
You are responsible for checking that the car number you board matches the number shown in your web order. If you board a car with a different number, the driver may refuse to take you and you may have to wait for the assigned car.
You are responsible for your login credentials. We are not liable for unauthorized orders placed through your profile.
You warrant that all information you provide is true, accurate, and up-to-date at all times.
The taxi will wait 5 minutes at the pickup address. If you will be delayed, inform the driver or operator. If there is a place to stop, the driver will wait and switch to waiting. The driver may refuse the order after the fifth minute or after any additional time you indicated.
You can rate the driver in your profile.

Mobile application

You can place an order via our Yellow! mobile app for Android and iOS.

To use the app and place an order you must register. You can use your web platform registration if you already have one. Registration requires: first name, last name, phone, and email. Your profile lets you track your current order and see a history of completed and canceled orders for a given period.
Ordering through the app takes a few easy steps. You can edit the pickup address; choose multiple waypoints; set an exact date and time; choose payment—via POS terminal, via a bank card registered in the app, Google Pay or Apple Pay, or corporate account. You may choose to add a tip for the driver, share trip details with your contacts, or leave a note to the driver.
Before confirming, you will receive an estimated price of the trip. Details on its calculation are below. After checking all details, confirm by tapping “Order …”.
You will receive notifications and status messages in the app at each stage of the order.
We may refuse your order if the information you provided is inaccurate or incomplete, or if we cannot reach you by phone.
If no free car is found within 15 minutes from the requested time, the system automatically cancels the order and you will be notified. You may place a new order.
For timed orders, our system starts searching 20 minutes before the time, regardless of when the order was placed. A timed order does not guarantee that a car will be found at the specified moment.
You are responsible to verify that the car number matches the one shown in your app order. If you board a different car, the driver may refuse to take you and you will have to wait for the assigned car.
The taxi will wait 5 minutes at the pickup address. If you will be delayed, inform the driver or operator. If there is a place to stop, the driver will wait and switch to waiting. The driver may refuse the order after the fifth minute or after any additional time you indicated.
After the trip, the app will prompt you to rate the driver using preset criteria or free text.

Taxi button

You can order Yellow! via our taxi button installed in various institutions and venues such as hospitals, hotels, restaurants, financial institutions, gyms, night clubs, malls, state enterprises, companies, etc.
Press the button to place an order. After registering the request, you will receive the car number and estimated arrival time.
We send the nearest available vehicle.
If no free car is found within 15 minutes from the requested time, the system automatically cancels the order.

Subscription (Corporate accounts)

If you are an employee or associate of a client with whom we have a subscription service agreement (a “Subscriber”), you may use the Service as described herein. When ordering as an employee or associate of a Subscriber, you cannot use the IVR automatic ordering system.

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

• E-voucher provided by your employer (Subscriber): for operator orders, the client states the company name and their identifier (and PIN if required). For app orders, select the company as the payment method; at the end of the trip—if a PIN is required—provide it to the driver to confirm the final amount.

• Company number provided by your employer (Subscriber), communicated to the driver at the end of the trip.

If the e-voucher balance is insufficient, the client pays the full trip amount; with a company number, the client pays the difference between the available balance and the final amount in cash or by card.

ABOP—Automatic order status system

Regardless of the channel you used, you can check your order status by calling 02/91119. You will connect to ABOP, which will guide you according to the current status. The system always allows connection to an operator or cancellation, and when the order is already accepted—direct contact with the driver.

Lost property

If you forgot an item in one of our taxis and notice this immediately after using our services, contact our Dispatch Center at the phone numbers listed in the Contacts section of our website. If more time has passed, fill in the “Contact us” inquiry form in the Contacts section as soon as possible after noticing the loss.

To enable faster and more effective checks, provide all available information you have, such as: the phone number used to place the order; pickup location; approximate arrival time; data from the receipt; where you were seated; description of the item(s).
Always take and keep your receipt; it provides valuable information about the time and the taxi number, especially if you used a taxi without a prior order.
This is particularly important if you hailed a taxi as described in these Terms, as the taxi may not be connected to our Autocab GPS system. When a taxi is not connected to Autocab, we cannot trace it and can identify it only via the receipt issued by the driver.
Upon your report we conduct a check within 10 (ten) business days; if the report is filed on Saturday, Sunday, or public holidays, the period may be extended by up to three business days. After the check, items may be returned to you within 1 (one) month after establishing ownership.
We store found items for 1 (one) month from the date they are found.
If you find someone else’s item in our taxi, hand it to the driver, who must deliver it to Yellow’s Central Office so it can be returned to its owner.
We may contact you even before you file a report. If a driver finds an item, they inform Yellow’s Dispatch. If the driver can reasonably assume which of the last up to three clients forgot it, we may contact them to verify and return the item even before an official report is filed.

Collection of items (after ownership verification):

• From the driver. After we confirm we have the item—or if you contact the driver directly—you may request delivery to an address you specify. In this case you pay the fare from the driver’s starting address to your delivery address at the standard tariff shown on the taximeter, in cash or by card. We will inform you of the approximate fare when contacting you; you will receive a receipt upon delivery.

• From Yellow’s Central Office. After we confirm we have the item, you may request pickup at 21 “Obikolna” St., Druzhba 2, 1582 Sofia. The driver will leave the item with the Lost & Found department within 7 (seven) days, after which you will be notified that you can collect it in person.

Prices

We provide you with an estimated price for your trip. The final price you pay the driver includes various components depending on the specifics of your trip, e.g., waiting time, via address, stops, change of direction, time of day, traffic, tip you choose, and others.

The estimate is based on our standard tariff and the time/distance projections of the platform used, which we duly inform you about and which is displayed in our vehicles.
The estimate applies only to the specific order and may vary for subsequent orders due to the factors above.
For timed orders, if you are late, the driver switches the taximeter to waiting.
For phone orders or when hailing a taxi, you can see our standard tariff displayed in taxis as required by law.
The current tariffs and prices in the “Orders” section apply to any locality within which Yellow provides services as a carrier—directly or through its representatives.
For delivery of a lost item to your address by the driver, you pay the fare from the driver’s departure address to your address at Yellow’s standard tariff.
If you soil or damage the taxi, the cost of cleaning/repairs is entirely your responsibility.

Payment methods

The final price is payable at the end of the order—when you arrive at your final destination or the address communicated to the driver during the trip.

Our taxis are equipped with fiscal taximeters compliant with legal requirements; drivers issue fiscal receipts at the end of the trip.
If you selected an optional tip in the app, you inform the driver that you undertake to pay it.
Under subscription agreements, payments are made as specified in “Subscription”—cashless, via e-voucher or company number.

Depending on the method selected at order, payment may be in cash or by card:

• Card via POS terminal—available only in vehicles equipped with such devices. If a terminal is missing or malfunctioning, the driver may refuse card payment and accept cash only.

• POS terminals in our taxis use myPOS infrastructure. Supported cards are listed on the provider’s official site: https://www.mypos.eu/bg

• In-app / web payment (registered card, Google Pay, Apple Pay)—processed by Stripe, which handles secure storage of card data. More info: https://stripe.com/en-bg

• Multiple cards can be stored per profile, and a card can be used across more than one profile.

• On card registration, a temporary verification transaction may be performed; the held amount is released automatically.

• For each order, an authorization hold is placed on an approximate amount on the registered card. This is not a payment and serves only to guarantee the upcoming transaction.

• After the trip, upon determining the final price, the system automatically charges the due amount. Any difference between the held and final amount is automatically released/adjusted.

• For refused or canceled orders, the held amount is automatically released. The actual release time depends on the issuing bank and typically takes up to 10 business days; Yellow cannot influence this period.

• The same pre-authorization and final-charge rules apply to Apple Pay and Google Pay.

• The app allows the client, at their discretion, to add an additional financial bonus (tip) for the driver at the end of the trip.

In case of a disputed or duplicate transaction, the client may submit an objection to office@yellow333.com. Yellow will investigate and assist resolution according to the payment provider’s procedure.

Customer complaints

If you have any complaints regarding the Service, please leave feedback via the contact form on the site (Contacts/“Rate a Driver”), or call the contact phone listed in the app and on the website during business hours at 02 9621333 and choose option “3”. Please keep the receipt issued by the driver. We will review your complaint in accordance with the Consumer Protection Act.

If you were dissatisfied with our service quality (e.g., the address was mis-recorded by our operator; the driver did not arrive or arrived with significant delay; poor quality during the trip; or other discrepancies with the service initially offered), you may file a complaint within 14 days of using the service. If you used a taxi service and were dissatisfied with its quality, you must still pay for it and keep the receipt; then file your complaint as per item 1 above.
We will review your complaint as soon as possible in line with the Consumer Protection Act and contact you by phone or email. If you do not wish to receive a response, please state this expressly during your call or in your message.
If we find your complaint about poor service quality under item 2 to be justified, depending on the case we may provide a service under the desired conditions that were not met; grant a discount on a next trip; or refund the amount paid for the poor-quality service.

Customer rating

We reserve the right to assign you a customer rating and to stop or limit Service provision if you abuse our ordering platforms, our drivers, employees, partners, other clients, or our Services, as follows:

• If you fail to pay in full for a service used; behave rudely toward our driver or operator; repeatedly place orders without intending to use them; pay with stolen cards; or we establish abuse of our web platform or app—we may limit or discontinue Services to you.

• If you repeatedly abandon orders after a driver has arrived and you have not notified the Call Center or otherwise canceled via the platform used, we will limit our Services by ceasing to accept your orders.

• If all due amounts are paid and your behavior toward us, our drivers, and operators is corrected by apology or otherwise, we may resume service for future orders, depending on the case.

• If you are a regular client placing many orders and behave correctly toward us, our drivers, and operators, you may receive recognition/benefits noted in our system, of which our operators and drivers will inform you in due course.

Promo codes

Clients may use a promo code provided by the company when ordering via the mobile app.
Activate the promo code by entering the unique code in the app’s “Promo” section. Codes are provided by email or another official company channel.
A promo code is valid only for the term and under the conditions of the respective promotional campaign.
If an invalid, expired, or already used code is entered, the system will not apply a discount and the client must pay for the service in the standard way—cash or card.
If the promo code value is lower than the service price, the client must pay the difference using the selected payment method.
The company reserves the right to limit or cancel the use of promo codes in case of suspected abuse.

Electronic communication

All communications with us are electronic—when you use our software or send us emails. You agree to receive messages from us by email or via software notifications. All messages you receive will relate to your orders and information about the Services we provide.

Contacting the client

In addition to the cases above, we may contact you if there is a problem with your order—e.g., an incorrect address or phone number, account change, or similar situations—so you can correct information for future orders.

Refusal to accept an order and/or perform the service

Our drivers may refuse to pick you up if:

• they assess that their safety is at risk;

• you are visibly intoxicated or under the influence of intoxicants;

• you have clothing, luggage, or animals that may soil or damage the car;

• you refuse to wear a seat belt;

• the road obviously does not allow passage without risking damage to the vehicle.

Our drivers may terminate the service if:

• during the trip your behavior threatens their safety;

• your behavior is aggressive or indecent;

• you consume food, drinks, or smoke in the car;

• you cause soiling or damage to the car. In such cases, you are liable for the damages caused.

Other

Personal data you provide while using our Services described herein are processed in accordance with our Privacy Policy.

You are responsible for all orders made by phone or through your web/app profiles. We are not liable for any costs related to the telecommunication service used to place orders.

You undertake to use Yellow’s ordering channels only to request trips you genuinely intend to take. If we find abuse of the software or any ordering channel, we reserve the right to deactivate your profile(s) without notice.
You undertake to use our software solely for the Services we provide and not for unlawful actions, including but not limited to: knowingly installing viruses, trojan horses, logic bombs, or attempting unauthorized access to the site, systems, servers, or databases.
Any ratings you submit about our drivers that we deem obscene, threatening, offensive, or otherwise malicious will be deleted, and the corresponding user profile will be terminated.
We may amend these Terms upon changes in our Services or the conditions under which we offer them, as well as due to amendments in applicable legislation, decisions of competent authorities, market conditions, or our business policy. You will be informed of all changes in due time via a notice on our website.
If any clause of these Terms is declared invalid, the remaining clauses remain in force. If a part of a clause is declared invalid and this does not affect the remainder, the remainder continues to apply.
For all matters not regulated herein, the law of the Republic of Bulgaria applies. You may seek protection of your consumer rights in relation to our Services and these Terms before the Consumer Protection Commission or the competent Bulgarian court.

These Terms and Conditions are current as of 01.09.2025.

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