Terms & Conditions

01About Fairvo

Fairvo (KvK 92040438, Keurenplein 41, 1069 CD Amsterdam) runs a platform that connects riders with independent, licensed taxi drivers in the Netherlands.

02Your account

• You must be at least 18 years old.
• Give accurate details and keep your phone number up to date.
• Keep your login secure. You are responsible for rides booked from your account.
• One account per person. Accounts are personal and not transferable.

03Booking a ride

• Before you confirm, the app shows the price, including the Fairvo service fee, and the pickup point.
• A ride is confirmed once a driver accepts it. You see the driver's name, vehicle and plate.
• Check the plate before you get in. If you turned on the pickup PIN, give it only to your driver.
• Ride Profile preferences, including a female driver preference, are applied when possible. They are preferences, not guarantees, and may affect waiting time.
• You may only book one active ride at a time.

04Prices and payment

• Fare: a fixed ride fare, agreed before the ride starts and shown in the app.
• Service fee: Fairvo charges riders a service fee per completed ride. The amount is always shown before you confirm. It is not charged for cancelled rides or no-shows.
• Total: you pay the fare plus the service fee, plus any tip you choose. Tips go to your driver.
• Payment: by card, iDEAL or other methods shown in the app, processed by Stripe. Fairvo does not accept cash rides in the app.
• Receipt: you get a receipt for every completed ride showing fare, service fee, tip and VAT.
• If a payment fails, you must settle the amount before booking again.

05Cancellations and no-shows

• Cancelling is free while we search for a driver and until your driver arrives. After that a cancellation fee applies. The amount is shown before you confirm the cancellation, and it goes to the driver.
• Scheduled rides can be cancelled free until the deadline shown on the booking.
• Your driver waits 5 minutes free after arriving. After that the driver may mark a no-show, and the no-show fee applies.
• No service fee is charged on cancellations or no-shows.
• If the driver cancels or does not arrive, you are not charged and we look for a new driver at the same price.

06Rider conduct

You agree to:

• treat drivers with respect and follow their reasonable safety instructions;
• wear a seatbelt and not smoke, vape or use drugs in the vehicle;
• pay for cleaning or repair of damage you cause, at reasonable documented cost;
• not carry anything illegal or dangerous;
• not use Fairvo for any unlawful purpose or to harass anyone.

Children must ride with an adult and in a suitable child seat where the law requires it. Assistance dogs are welcome.

07Safety

In an emergency, call 112. Report any safety concern to us through the app or at support@fairvo-app.com. We may suspend accounts while we review a safety report.

08Lost items

Report lost items through the app or Support. We will put you in touch with the driver. Fairvo is not responsible for items left in a vehicle.

09Liability

• The driver is responsible for the transport and must hold valid passenger insurance as required by Dutch law.
• Fairvo is liable for damage caused by its own intent or gross negligence, and as required by mandatory law. Otherwise Fairvo's liability for the platform service is limited to the service fees you paid in the 12 months before the claim.
• Nothing in these terms limits rights you have as a consumer under mandatory Dutch or EU law.

10Suspension and ending your account

You can stop using Fairvo and delete your account at any time (see Privacy Policy). We may suspend or close an account for fraud, unpaid amounts, safety risks or serious breach of these terms. Except where safety or the law requires immediate action, we tell you why and give you a chance to respond.

11Complaints and disputes

Contact us first at support@fairvo-app.com; we aim to resolve complaints within 14 days. These terms are governed by Dutch law. Disputes go to the competent court in the Netherlands, unless mandatory consumer law gives you the right to go to the court where you live.

12Changes to these terms

We may update these terms. We tell you about material changes at least 30 days in advance in the app or by email. If you do not agree, you can delete your account before the change takes effect.