General Terms and Conditions for Passengers (effective until 16.04.2024)

These General Terms and Conditions (“GTC”) set out the terms and conditions applying to and governing the usage of the Bolt App - technology which connects passengers, fleet partners and drivers and helps to move around cities more efficiently.

Definitions

The term “you”, “your” refers to the user who requests the provision of Transportation Service for itself or third parties via Bolt App (hereinafter also referred to as “User” or “Passenger”).

The term "us" or "we" refers to Bolt ITX Ltd., a company registered under the laws of Ireland, with company number: 671417, with registered address: 15 Main Street, Raheny, Dublin (Ireland), D05 X006, EU VAT no. 3694239QH (hereinafter also referred to as “Bolt Ireland”). Bolt Ireland provides booking services as a licensed dispatch operator for the procurement of transportation services performed by third party licensed small public service vehicles which include taxis, hackneys or limousines (“SPSV”).

Bolt Group companies means enterprises over which Bolt Operations OÜ (Vana-Lõuna tn 15 Kesklinna linnaosa, Tallinn Harju maakond 10135, Estonia, FN 14532901; Bolt Operations OÜ) exercises right of control (e.g. Bolt Operations OÜ subsidiaries) and Bolt Partners means local representatives, local branches, agents appointed or mandated by Bolt Operations OÜ (e.g. Payment Agent).

Payment Agent means Bolt Operations OÜ (previously: Billify OÜ, Vana-Lõuna tn 15 Kesklinna linnaosa, Tallinn Harju maakond 10135, Estonia, company registration number: 14532901) which is responsible for providing technical support to facilitate payment process and / or invoicing. The Payment Agent can also handle and process complaints regarding payments. Fleet Partner means the company/sole trader that, on the basis of appropriate trade license, , and which employ licensed SPSV (small public service vehicle) licensed vehicle drivers with SPSV licensed vehicles as taxis, hackneys or limousines.

Driver means the person, employed by or operating on behalf of the Fleet Partner, who is a licensed SPSV licensed vehicle driver.

Transport Services means the transport service a Fleet Partner / Driver provides to Passenger whose request Driver has been accepted through the Bolt App.

Fare means the fee a Passenger is obliged to pay the Fleet Partner for provision of the Transportation Services. In case the Fleet Partner/Driver is a licensed taxi, the fee a Passenger is obliged to pay shall amount to the taxi tariff as imposed and/or applicable from time to time by the applicable law and based on the official taximeter. Hackneys and limousines must charge the Passenger the pre-agreed fare. It is the sole responsibility of the Fleet Partner / Driver to charge the Passenger the correct Fare as may be imposed by the law applicable for each provision of Transportation Service.

Bolt App means a smartphone application intended for the Passengers to request and receive Transport Services.

In order to use Bolt App you must agree to the terms and conditions that are set out below. By registering the user account, the Users acknowledge to have read, understood and accepted the GTC.

1. Using the Bolt app

1.1 Bolt provides an information society service through Bolt app that enables mediation of the requests for transport services between the passengers and drivers and Bolt does not provide transport services. Transport Services are provided by Fleet Partners /Drivers, on the basis of a contract with you for the carriage of passengers (“Transportation Contract”). They provide transport services on an independent basis as economic and professional carriers. Bolt is not responsible in any way for the fulfilment of the contract entered into between the passenger (you) and the driver. Please note that all disputes arising from or in connection with the Transportation Contract will be resolved between you and Fleet Partners / Drivers as may be the case. The Transportation Contract enters into force with the acceptance of your order by the Fleet Partner via Bolt App according to the agreement between you and the Fleet Partner.

1.2 Data regarding the Fleet Partners, the Drivers and their Transport Service is available in the Bolt App and receipts for journeys are sent to the email address listed in passenger’s profile.

1.3 When using the Bolt App, you can choose whether to pay directly to the Fleet Partner / Driver for the Transport Service (in cash) or use Bolt in-App Payment. Payments for Bolt Business rides are handled by a separate agreement for Business journeys. Fares will be inclusive of applicable taxes where required by law. Fees may include other applicable fees, without limitation, tolls, and/or surcharges including a booking fee and cancellation fee, municipal tolls, airport surcharges or processing fees for split payments. If you wish, you may also choose to pay a tip to the driver directly or via the use of Bolt in-App Payment. We may limit the maximum value of a tip at our sole discretion.

1.4 The use of Bolt App requires the installation of the mobile application, the registration of a user account and the acceptance of these GTC. During the installation of Bolt App, the passenger’s mobile number is linked to the respective Bolt user account and added to our database. If you are no longer using this mobile number, you must notify Bolt Ireland within seven (7) days so we can anonymize your account data. If you do not notify us about any change to your number, your mobile operator might assign your previous mobile number to another person who later by using Bolt app will be able to see your data.

2. Promotional Codes

2.1 Bolt Ireland, or Bolt Group Companies, may send you promotional codes on a per promotion basis. Promotional code credit can be applied towards payment on completion of a ride or other features or benefits related to the Transport Service and/or a Third Party’s service and are subject to any additional terms that are established on a per promotional code basis. Expiration dates of promotional codes will be reflected in-app once you have applied the promotional code to your account.

2.2 If your trip amount exceeds the redeemable credit allocated to your ride, the balance will be automatically deducted from your account’s payment method. Similarly, a promotional code credit only applies on a per ride basis and cannot be carried over to the next ride/ trip and therefore will be forfeited. Only one promotional code may be applied per trip.

2.3 Bolt Ireland reserves the right to cancel any promotional code at any time for any reason. This includes, but is not limited to, if Bolt Ireland deems that promotion codes are being used in an unlawful or fraudulent manner, those issued mistakenly, and those which have expired.

3. Bolt in-App Payment

3.1 You can pay for the Fare for the Transport Services with a card, mobile carrier billing and other payment methods (eg: Bolt Business, etc), including In-App Payment (through the Payment Agent), which require prior activation in the Bolt App. Your payment obligation towards the Fleet Partners is fulfilled when the payment order is given to transfer funds for the Fare to the dedicated bank account. You, as a passenger are responsible for ensuring that the payment takes place and ensuring that sufficient funds are available.

3.2 When making payments by Bolt in-App Payment, your payments are received and forwarded to the Fleet Partner, and the Payment Agent forwards only the amounts to the Fleet Partner. Bolt Ireland may ask additional data from you to verify payment method. You may choose to pay a tip to the driver using the Bolt In-app Payment service. The tip can be paid via the In-app Payment by means authorised by Bolt for that purpose. Bolt will not hold a commission for the brokerage of the tip and the tip will be transferred to the driver in full amount, excluding any taxes, if applicable. Bolt reserves the right to withhold the Tip, if the payment of the tip is suspected as being fraudulent, illegal, for a purpose other than as a gratuity related to the service provided or used in conflict with Bolt’s Terms and Conditions.

3.3 When making payments by Bolt in-App Payment for transport services, Bolt Ireland, Bolt Group Companies, Bolt Partners are not responsible for possible third-party payment costs (mobile operators, bank fees etc). These service providers may charge you additional fees when processing payments in connection with the Bolt in-App Payment. Bolt Ireland, Bolt Group Companies and Bolt Partners are not responsible for any such fees and disclaims all liability in this regard. Your payment method may also be subject to additional terms and conditions imposed by the applicable third-party payment service provider; please review these terms and conditions before using your payment method.

3.4 Bolt Partners will be responsible for the functioning of Bolt in-App Payment and provide support in resolving problems. The resolution of disputes related to Bolt in-App Payment also takes place through us. For payment support service please contact: dublin@bolt.eu. Inquiries submitted by e-mail or Bolt App will receive a response within seven (7) business days. Bolt Ireland will try to resolve Bolt in-App Payment related complaints and applications within seven (7) business days. Notwithstanding the processing periods specified herein, Bolt Ireland, Bolt Group Companies or Bolt Partners shall not be held liable if the processing of your complaint takes in fact more time.

3.5 Upfront Fare. ​You may be offered to use a ride option that allows you to agree to a fixed Fare for a given instance of Transportation service provided by the Fleet Partner / Driver (i.e Upfront Fare). Upfront Fare is communicated to you via the Bolt App before the ride is requested. Upfront Fare shall not be applied if you change the destination during the ride, the ride takes materially longer than estimated due to traffic or other factors, or when other unexpected circumstances impact the characteristics of the ride materially (e.g a route is used where tolls apply).

4. Ordering and cancelling transport services

4.1 If you order a Transport Service and the Fleet Partner has agreed to the request then the transport service is considered to be ordered, and you will enter into a separate Transport Contract with the Fleet Partner on such terms and conditions as you agree with the latter. Bolt Ireland does not provide journeys and is not a party to your Transport Contract with the relevant Fleet Partner.

4.2 Cancelling the use of an ordered Transport Service which has been accepted by the Fleet Partner is considered to be the situation where your request was accepted by the Fleet Partner and you subsequently reject, cancel or refuse the transport service. When a Transport Service is cancelled after certain time period determined in Bolt App, you are required to pay a cancellation fee.

4.3 If you cancel a Transport Service request on multiple successive instances within 24-hour we may temporarily block your account for warning. After multiple such warnings, we may suspend your account for longer period (eg: 6 month). After that period you could ask to reactivate your account and your application will be reviewed.

4.4 When the Driver / Fleet Partner notifies the Passenger about the arrival of the vehicle to its destination and the passenger or people for whom the transport was ordered do not arrive at the vehicle within certain time period as specified in the Bolt app, the request will be deemed cancelled. Sometimes your request may be cancelled by the transport service provider. Please note that Bolt Ireland is not responsible for such situations

4.5 Once the service provider arrives and sends you a notification that he/she has arrived the Bolt App may begin charging fare on a waiting time basis according to the rates specified in the Bolt App.

4.6 If you have requested Transport Services using the Bolt App and cause damage to the vehicle or its furnishing (among else, by blemishing or staining the vehicle or causing the vehicle to stink), the Fleet Partner and/or Driver will have the right to require you to pay a penalty of 140.00 (one hundred and forty) EUR and require compensation for any damages exceeding the penalty. If you do not pay the penalty and/or compensate the damage, Bolt Ireland may pursue the claims on behalf of the provider of the transport service.

4.7 If you wish to change the destination to which the Driver shall transport you to, you shall change the destination within the Bolt App.

5. License to use Bolt App

5.1 As long as you comply with these GTC, you are granted a royalty free, revocable, non-exclusive, right to access and use the Bolt App in accordance with these GTC, the Privacy Policy and the applicable app-store terms. You shall not transfer or sub-license the right to access and use the Bolt App. In the event that your right to use Bolt App is cancelled, the corresponding non-exclusive licence will also be cancelled.

6. Liability

6.1 As the Bolt app is an information society service (a means of communication) between passengers and drivers and neither Bolt Ireland or Bolt Group Companies are not a provider of the Transport Services, we cannot guarantee or take any responsibility for the quality or the absence of defects in the provision of Transport Services. As the usage of Bolt App for requesting Transport Services depends on the behaviour of the Fleet Partners. Bolt Ireland, Bolt Group Companies, Bolt Partners neither guarantee nor shall be held liable for your requests on transport always being accepted by a Fleet Partner.

6.2 The Bolt App is used as the means for organising the provision of Transport Services.

6.3 The consumer’s right of refund is not applied to Bolt App orders. Requesting a refund from the Transport Service does not withdraw you from this agreement in the course of which the provision of the Transport Service was ordered.

6.4 The Bolt App is provided on an "as is" and “as available” basis. We do not represent, warrant or guarantee that access to Bolt App will be uninterrupted or error free. In case of any faults in the software, we will endeavour to have those corrected as soon as possible, but please keep in mind that the functioning of the Bolt App may be restricted due to occasional technical errors and we are not able to guarantee that the Bolt App will function at all times, for example a public emergency may result in a service interruption.

6.5 Bolt Ireland, Bolt Group Companies, Bolt Partners, their affiliate companies business partners, their representatives, directors, employees are not liable for any loss or damage that you may incur as a result of using Bolt App or relying on, the journey contracted for through the Bolt App, including but not limited to: any direct or indirect property damage or monetary loss; loss of profit; loss of business, contracts, contacts, goodwill, reputation and any loss that may arise from interruption of the business; loss or inaccuracy of data; and any other type of loss or damage.

6.6 The financial liability of Bolt Ireland, Bolt Group Companies, Bolt Partners in connection with breach of this GTC will be limited to 50.00 (fifty) euros. You will have the right to claim for damages only if Bolt Ireland, Bolt Group Companies, Bolt Partners have deliberately with gross negligent violated the GTC. Bolt Ireland, Bolt Group Companies, Bolt Partners will not be liable either for the actions / omissions of the Fleet Partner / Driver or for damages that are caused to the Passengers.

6.7 You agree to fully indemnify and hold Bolt Ireland, Bolt Group Companies, Bolt Partners, its affiliate companies, business partners, their representatives, employees and directors harmless from any claims or losses (including liabilities, damages, costs and expenses of any nature) that they suffer as a result of your use of the Bolt App (including the journeys you obtain through your use of the Bolt App).

6.8 Bolt Ireland may immediately end your use of the Bolt App if you breach these GTC or we consider it necessary to protect the integrity of Bolt Ireland, Bolt Group Companies, Bolt Partners and/or their affiliate companies business partners or the safety of the service providers.

6.9 Bolt Ireland shall not be liable to issue invoices. The invoice for the provision of Transport Services will be sent to the email indicated by the User or delivered in person upon conclusion of a ride, upon request of the passenger, by the Fleet Partner / Driver.

7. Good practice using the Bolt app

7.1 As Bolt Ireland is not a provider of the Transport Services, any issues with defects or quality of the Transport Services will be resolved in accordance with the rules and regulations of the Transport Contract and by the relevant public authority. We support the Passengers in settling any dispute with the Fleet Partner / Driver in an amicable way.

7.2 We ask to fill out a feedback form in the Bolt App. This enables us to offer suggestions to the Fleet Partners and Drivers for improving the quality of their service.

7.3 We expect you to use Bolt App in good faith and be respectful to the Fleet Partners / Drivers who offer or actually provide their Transport Services through the Bolt App. Bolt Ireland retains the right to close your account if you have violated the terms set out in this GTC or if your activities are malicious, i.e. withholding payment for the provision of the transport service, fraud, being disrespectful towards the drivers, etc. In these cases, your Bolt app account may be revoked without prior notice.

7.4 Bolt Ireland will make every effort to ensure that only service providers, who have integrity and are respectful of their profession and passengers, use the Bolt app. However, we are not in the position to guarantee that every Fleet Partner / Driver, available in Bolt App, satisfies the aforementioned criteria and the applicable legal provisions, at all times. If you experience objectionable Transport Service, please notify us or our customer support.

8. Personal Data

By opening a Bolt App account, the Passenger agrees to your personal data being processed in accordance with the Privacy Policy available at https://bolt.eu/legal.

9. Amendments to the General Terms and Conditions / Termination

9.1 If any substantial amendments are made to the General Terms and Conditions, then you will be notified by e-mail or Bolt App notifications. If you continue using Bolt app, you will be deemed to accept the amendments.

9.2 You can terminate these GTC at any time and without a notice period.

10. Final Provisions

10.1 The General Terms and Conditions will be governed by, and construed and enforced in accordance with the laws of Ireland. If the respective dispute resulting from these General Terms could not be settled by the negotiations, then the dispute will be finally solved in the Court of Dublin. If any provision of the General Terms is held to be unenforceable, the parties will substitute for the affected provision an enforceable provision that approximates the intent and economic effect of the affected provision. If one of the provisions of this GTC is or becomes invalid, the validity of the other provisions shall not be affected.

10.2 These General Terms and Conditions apply for using the Bolt App in the territory of Ireland, if you wish to use the Bolt App outside of Ireland, please refer to the General Terms and Condition and Privacy Policy of that other country, available at: https://bolt.eu/legal/

10.3 Any complaints and reclamations can be sent to our support team at the following e-mail address: dublin@bolt.eu. In the event of a dispute about a fare, driver conduct, condition or cleanliness of a vehicle, a customer should pay the fare displayed on the meter including extras, ensure they get a printed receipt and proceed to make a formal complaint which will be investigated by the Commission for Taxi Regulation as appropriate.

If you wish to make a formal complaint, please request a complaint form by ringing the National Transport Authority Information line on + 353 76 1064000. For more information please visit: https://www.transportforireland.ie/support/taxi-compliments-complaints/ ↗

Date of entry into force of the General Terms and Conditions: 01.10.2020.