Terms of Use and General Service Conditions

Please note: English and Turkish translations of this contract are provided for the convenience of our non-Bulgarian speaking suppliers. Notwithstanding this, only the Bulgarian version is legally binding.

These General Service Terms and Conditions ("Terms") govern the contractual relationship between PTS Travel Solutions Ltd. ("Company") and the Customer. These Terms cover the intermediary activities related to transportation, driver, mobility, and logistics services offered through the Company's platform.

The Customer agrees to use the Company's services within the framework of the conditions specified in these Terms.

The Terms of Use of our platform are an integral part of these General Service Terms and Conditions.

The Customer should carefully read these Terms, print them if necessary, or save them to a permanent medium. Additionally, it is strongly recommended to review the Privacy Policy and Cookie Policy.

PTS Travel Solutions Ltd. commits to keeping these documents up-to-date and always accessible. These Terms may be updated or modified from time to time. The Customer agrees to read the current Terms before each order.

1.    INTRODUCTION

The website www.transferhood.com and the Transferhood Application are owned by PTS Travel Solutions Ltd., with its registered office at Tsar Boris I Street No:108 Floor:5 Office:1, Sofia, Bulgaria.

Any information, support, requests, or complaints can be communicated to Customer Service:

•     By email to the following address: info@transferhood.com

•     Via chat on the APP / Web platform

•     By phone: +908503079000

2.    PLATFORM USAGE

By using our platform, you are deemed to have accepted the following conditions:

•     You commit to using the platform only for legal purposes.

•     You agree not to make misleading or fraudulent requests. Our company reserves the right to reject such requests and inform the relevant authorities if necessary, should it suspect the existence of such requests.

•     When registering and requesting services, you are obliged to provide your email address, postal address, and other contact information completely and accurately. By providing this information, you also consent to its use in the service delivery process (please refer to our privacy policy for detailed information).

•     If you provide incomplete or incorrect information, it may not be possible to process your request and provide the service.

•     Our company cannot be held responsible for any inconvenience or damage that may arise from internet-related issues (such as service interruptions, security breaches, virus infections, or other situations that could be considered force majeure).

3.    DEFINITIONS

3.1. "Company" or "Data Controller": Refers to PTS Travel Solutions Ltd. The company's headquarters is located at Tsar Boris I Street No:108 Floor:5 Office:1, Sofia, Bulgaria. The Company is the owner of the TRANSFERHOOD brand and the Platform.

3.2. "Platform": Refers to the website located at www.transferhood.com and the Transferhood mobile application. This definition also includes other applications and services offered by the Company.

3.3. "Customer": The natural or legal person who requests the provision of Services for themselves or a Passenger through the Platform. Unless otherwise stated, the Customer is also considered to be the Passenger.

3.4. "Passenger": Refers to the person who actually benefits from the Transport Service. This person may or may not be the same person as the Customer.

3.5. "Account": Refers to the personal space created by Customers to use the functions of the Platform. The Account contains the Customer's identity and contact information.

3.6. "Reservation Conditions": Refers to the document regulating the special terms of the Transferhood Agreement. This document can be accessed at www.transferhood.com/booking-conditions.

3.7. "General Service Terms and Conditions": Refers to this document regulating the contractual relationship between the Parties. This contract is subject to Bulgarian e- commerce laws.

3.8. "Carrier": Refers to the natural or legal person providing Transport Services through the Platform and accepting these Partnership Terms.

3.9. “Transport Service”: Refers to the road passenger transportation service provided by the Carrier to Customers. These services include city rides, airport transfers, and hourly rental services.

3.10.            "Parties": Refers to the Company and the Customer together.

3.11.            "Partnership Terms": Refers to the terms and conditions of this agreement.

3.12.            "Partnership Agreement": Refers to the agreement consisting of the Partnership Terms, General Service Terms and Conditions, Reservation Conditions, and other agreements between the Parties.

3.13.            "Privacy Policy": Refers to the document explaining the Company's methods of collecting, managing, and processing personal data of Customers and Passengers in accordance with the EU General Data Protection Regulation (GDPR).

3.14.            "Transferhood Agreement": Refers to the agreement formed between the Customer and the Company for the Reservation made through the Platform, regulating the mutual rights and obligations regarding the intermediation of the Transport Service. This agreement covers the General Service Terms and Conditions, Reservation Conditions, and Transport Agreement and enters into force upon Reservation Confirmation.

4.    INDUSTRIAL AND INTELLECTUAL PROPERTY RIGHTS

4.1. The domain name www.transferhood.com belongs to PTS Travel Solutions Ltd. All rights over the Platform and all its components, including the authority to use and benefit from the trademark, belong only to PTS Travel Solutions Ltd.

4.2. The Platform, as a whole and with all its separate elements (visual materials, written content, video content, logos, etc.), is considered intellectual work protected under the Industrial Property Act and Copyright Act. This protection also covers the legal texts on the platform.

4.3. Copying, downloading, modifying, or using the trademarks, videos, logos, and other elements on this website, in whole or in part, for any purpose and in any medium, is strictly prohibited without prior written approval from the rights holders.

5.     SUBJECT OF THE CONTRACT AND SERVICES PROVIDED

5.1. The domain name www.transferhood.com belongs to PTS Travel Solutions Ltd. All rights over the Platform and all its components, including the authority to use and benefit from the trademark, belong solely to PTS Travel Solutions Ltd.

5.2. The Platform, as a whole and with all its separate elements (visual materials, written content, video content, logos, etc.), is considered intellectual work protected under the Industrial Property Act and Copyright Act. This protection also covers the legal texts on the platform.

5.3. Copying, downloading, modifying, or using the trademarks, videos, logos, and other elements on this website, in whole or in part, for any purpose and in any medium, is strictly prohibited without prior written approval from the rights holders.

5.4. By using the Platform, users have the right to view the content here for personal and non- commercial purposes only. Any commercial use of this content is prohibited.

5.5. The software provided on the Platform is the property of PTS Travel Solutions Ltd. or relevant license holders. Users do not have the right to copy, modify, distribute, sell, rent, or lend this software.

5.6. Users cannot use any part of the Platform on another website or provide a link to another website without the prior written permission of PTS Travel Solutions Ltd.

5.7. PTS Travel Solutions Ltd. reserves the right to take legal action and claim compensation in case of violation of its intellectual property rights.

5.8. PTS Travel Solutions Ltd. reserves the right to review, edit, or remove user content published on the Platform.

5.9. By submitting content to the Platform, users are deemed to have granted PTS Travel Solutions Ltd. a worldwide, royalty-free, transferable, and sublicensable right to use this content.

5.10.            The rights and restrictions specified in this article are subject to Bulgarian and European Union laws and are interpreted within the framework of these laws.

6.    AVAILABILITY AND LIMITATIONS OF SERVICES

6.1. Platform Maintenance and Technical Interventions

6.1.1.   The Company may temporarily suspend Services for necessary maintenance or improvement work on the Platform without prior notice. These interruptions will be completed in the shortest possible time.

6.2. Security and Privacy Measures

6.2.1.   The Company reserves the right to interrupt the provision of Services at any time due to legitimate security reasons or suspicion of privacy breaches.

6.3. Right to Refuse Reservations

6.3.1.   The Company has the right to refuse Reservations in the following cases:

a.    Requests from users whose quantity or frequency of purchases on the Platform appears unusual;

b.    Requests from Customers who have an ongoing legal dispute with the Company;

c.     Requests from Customers suspected of credit card fraud;

d.    Requests from Customers who are found to have provided incomplete, incorrect, or false identification information.

6.4. Service Quality and Customer Satisfaction

6.4.1.   The Company reserves the right to restrict access to Services for Customers who cause recurring complaints in order to maintain the quality of Services and Customer satisfaction.

6.5. Force Majeure

6.5.1.   In cases of force majeure such as natural disasters, epidemics, war, acts of terrorism, the Company has the right to temporarily suspend or limit Services.

6.6. System Load-Based Restrictions

6.6.1.   In case of excessive load on the Platform, the Company may temporarily stop or limit the approval of new Reservations to maintain system stability.

7.    REGISTRATION, ACCOUNT CREATION AND MANAGEMENT

7.1. User Eligibility and Age Limit

Every Customer accessing and/or using the Platform declares that:

•     They have the legal capacity to perform transactions according to the laws of their country,

•     They are at least 14 years old to navigate the Platform and open an account (unless otherwise stated by the legislation of their reference State),

•     They are legally competent to use all services (18 years old unless otherwise stated by the legislation of their reference State).

7.2. Account Creation Requirements

To benefit from the Platform's services, Customers must:

•     Complete the registration procedure,

•     Provide necessary personal and/or commercial data,

•     Have a valid payment method.

7.3. Registration Procedure

Customers can register through the website or mobile application by following these steps:

7.3.1.   Registration via Website:

•     Can log in with Google or Apple account or create a new account.

•     Enter personal information (name, surname, phone, email).

•     Read and accept the General Service Terms and Privacy Policy.

•     Complete registration by clicking "CREATE ACCOUNT"

7.3.2.   Registration via Mobile Application:

•     Enter personal information and set a password and select preferred language.

•     Accept the General Service Terms and Privacy Policy.

•     Complete registration by clicking "CREATE ACCOUNT"

7.4. Account Confirmation and Access

The Company verifies the entered information and may request additional information if necessary. After registration is approved, the Customer can access to their account.

7.5. Account Features

Through their accounts, Customers can:

•     Manage reservations,

•     Access payment receipts and invoices,

•     View carrier information,

•     Access reservation confirmations.

7.6. Data Security and Privacy

All data is processed in accordance with applicable regulations and the Privacy Policy.

7.7. Account Security

Account information is personal and cannot be shared. Customers are responsible for all activities made through their accounts.

7.8. Password Change

Customers can change their passwords at any time.

7.9. Accuracy of Information

Customers are responsible for the accuracy of the information they provide and must report updates.

7.10.            Unauthorized Use Notification

Customers should immediately inform the Company in case of suspicious activities. The Company cannot be held responsible for late-reported activities.

7.11.            Account Verification

The Company reserves the right to verify accounts and provided information.

7.12.            Account Deletion

Customers can delete their accounts at any time.

7.13.            Inactive Accounts

The Company has the right to close accounts that have not been used for 18 months, with 7 days prior notice.

8.    PROCEDURE FOR SUBMITTING A RESERVATION AND CONCLUDING THE TRANSFERHOOD AGREEMENT

8.1. These General Service Terms and Conditions and the details on the Platform do not constitute a public offer, but only an invitation to make an offer to purchase Services.

8.2. In accordance with Bulgarian e-commerce legislation, the Company informs Customers of the following:

•     The contract between the Company and the Customer is concluded via the Internet;

•     The Customer will make the Reservation official by accessing the Platform at www.transferhood.com and following the specified procedures;

•     The Reservation will be completed by following the procedure described here, available in English, Turkish, French, Spanish, German, and Italian. The Reservation can be corrected, modified, and cancelled at any time until submission;

•     Submitting the Reservation constitutes a non-binding offer for intermediation activity for a person and luggage transport service to be performed by a Carrier on behalf of the Customer/Passenger;

•     The Reservation will be subject to evaluation by the Company, which expressly reserves the right to accept or decline it, after verifying the availability of Carriers to fulfill the requested transport service.

8.3. To request Services, the Customer must complete and submit a request form in electronic format as follows:

a.    The Customer must access the Platform's main page at https://www.transferhood.com;

b.    Here, The Customer must:

8.3.1.b.1.          Select the requested transportation service (city rides, airport or hourly bookings);

8.3.1.b.2.          Depending on whether it is an airport transfer (arrival or departure airport, destination, transfer date, return transfer date if applicable, number of passengers) or hourly transportation (pickup location, start date of the transportation, duration in hours, number of passengers), fill in the required fields with the necessary information and click the "Search" button;

8.3.1.b.3.          Select the desired mode of transport, including any additional services offered where available and explicitly stated, and click "Select".

Additional services may include:

•     Meet and Greet: The Carrier will wait in the arrival hall of the relevant terminal with a welcome sign for identification.

•     Waiting Time: 1 hour free waiting time for airport transfers, 15 minutes for other transfers.

•     Door-to-Door: The passenger is picked up from the main entrance of the pick-up address and dropped off at the main entrance of the drop-off address.

•     Porter Service: The Carrier assists with carrying and loading luggage into the vehicle.

8.3.1.b.4.          Fill in the additional required fields (flight/train number; request for additional services such as child equipment; any notes for the carrier) and click the "Continue" button;

8.3.1.b.5.          Enter the passenger(s) information (first name, last name, email, and phone number) and click the "Continue" button;

8.3.1.b.6.          Enter your billing information, the required payment method, and any other necessary details, then click the "Continue" button;

8.3.1.b.7.           Click "Pay" to electronically transmit the purchase offer with all required data to the Company;

Payment methods include credit or prepaid card (Visa, Mastercard, Amex, Maestro) or digital payment methods such as Google Pay, Apple Pay, and PayPal.

The Customer must provide an email address and a phone number that can be attributed to the Passenger for the execution of the Transferhood Agreement and for the Company's and/or the Carrier's respective procurement, processing, and all other activities related to the Reservation and intermediary activities.

8.3.2. Reservation summary: Before sending the Reservation, the Customer will be asked to identify and correct any possible errors, carefully read these General Sales Terms and Conditions, Reservation Conditions, and Privacy Policy, print a copy using the print option, and save or request a copy for personal use. (Bizde böyle bir alan şu an yok)

8.3.3. Reservation Completion Process

A reservation is considered complete when the following conditions are met:

a.     The customer fills out the reservation form completely and accurately.

b.    The Company receives the completed form electronically.

c.     The customer reviews and confirms the accuracy of the information provided in the form.

Once these three steps are completed, the reservation is officially considered made and accepted by the system.

8.4. By submitting a Reservation, the Customer declares that they have read all the information provided to them during the procedure and fully accept these General Service Terms and Conditions, the Reservation Conditions, and the Privacy Policy. The Customer expressly acknowledges that by submitting the Reservation, they are obligated to pay the price and other amounts due under these General Service Terms and Conditions.

8.5. The Transferhood Contract shall be deemed terminated in the event of non-payment, even partially, of the amount due. If the required payment is not made or if confirmation of successful payment is not received, the Transferhood Contract shall be considered legally terminated under the relevant provisions of the Bulgarian Obligations and Contracts Act. The Customer will be informed of such termination and the consequent cancellation of the Reservation.

8.6. After submitting the reservation, the Customer will receive an email from the Company at the email address provided when filling out the form. This email will confirm that the reservation has been received ("Reservation Confirmation") and will include: a copy of these General Service Terms and Conditions and the Reservation Conditions, the Customer's information, and the details of the reservation. The Customer agrees to verify the accuracy of the data provided herein and to promptly inform the Company of any corrections by emailing info@transferhood.com.

8.7. As the Reservation is only an offer to request Services, the Transferhood Agreement will be considered concluded only with the Reservation Confirmation.

8.8. The Customer acknowledges that Reservations are subject to the Company’s acceptance and that the Company reserves the right to reject them, even in the following situations:

8.8.1.   The provision of Services cannot be carried out due to an error in the information provided by the Customer at the time of request (e.g., incorrect personal and/or flight details; insufficient or incorrect email address; misleading information; missing and/or incomplete documents);

8.8.2.   An error has occurred on the Platform.

8.9. In accordance with the relevant legislation of Bulgaria, the Company informs the Customer that each submitted Reservation is stored in digital or paper form at its headquarters according to privacy and security criteria. The Customer can request a copy from the Company by writing to info@transferhood.com at any time.

8.10.            The Customer is responsible for the accuracy and completeness of all information provided during the Reservation process. In the event of incorrect or incomplete information, the Company reserves the right to cancel the reservation or request additional charges.

8.11.            After sending the Reservation Confirmation, the Company will contact the Carrier to confirm the availability of the service. In the event that the Carrier is unable to provide the service, the Company will notify the Customer as soon as possible and offer alternative solutions.

8.12.            Upon receiving the Reservation Confirmation, the Customer acknowledges that the Transferhood Agreement has come into effect. From this point forward, cancellations and changes will be subject to the Cancellation and Change Policy mentioned above.

8.13.            The Company can not be held responsible for any damages arising from technical issues or errors occurring during or after the reservation process. However, the Company will make reasonable efforts to provide solutions to the Customer in such cases.

8.14.            The Customer agrees that personal data provided during the Reservation process will be processed in accordance with Bulgarian data protection laws and the EU General Data Protection Regulation (GDPR).

8.15.            The Company reserves the right to be unable to provide or modify the Services in the event of force majeure situations that may arise during the Reservation process or the provision of Services (such as natural disasters, pandemics, war, terrorist acts, etc.). In such cases, the Customer will be informed as soon as possible, and suitable alternatives or refund options will be offered.

8.16.            After completing the Reservation process, the Customer can access reservation details, request necessary changes, or purchase additional services through their Customer Account. All these transactions will be subject to the terms of use of the Platform and these General Terms and Conditions of Service.

8.17.            The Company may request feedback from Customers to improve the reservation process and the provision of Services. This feedback will be used to enhance service quality and ensure Customer satisfaction.

8.18.            This Reservation process and the procedure for concluding the Transferhood Agreement are subject to Bulgarian laws and are interpreted within the framework of these laws. In case of any dispute, Bulgarian courts will have jurisdiction.

9.    SERVICE PROVISION PROCESS AND IMPORTANT INFORMATION

9.1. Description and Representation of Services

9.1.1.   The Services covered by these General Service Terms and Conditions are those available in the electronic catalog seen by the Customer on the Platform during Reservation. For each Service, there is a "My Reservation Page" showing its basic features.

9.1.2.   Images and descriptions on the Platform may differ from the services actually provided. These differences may particularly be in terms of vehicle model/category, color, shape or size, and the geographical area where the transport service will be provided. The Company undertakes to ensure that the Services are represented as close to reality as possible.

9.1.3.   The maximum age of vehicles used for transport services is 8 (eight) years. This is applied to ensure service quality and safety.

9.2. Vehicle Changes and Upgrades

9.2.1.   The Company may make a "Free Upgrade" to improve service quality. For example, a Customer who selects a standard Sedan during Reservation may be transported with a Standard Van / First Class Van or a MiniBus. These upgrades are made when the requested vehicle type is not available and may not be notified to the Customer in advance.

9.2.2.   For more information about the models/categories of vehicles to be used for transport service, refer to the Company's help page.

9.3. Reservation and Transferhood Agreement Process

9.3.1.   Following the Reservation Confirmation, the Company carries out the intermediation activity by requesting the suitability of Carriers to fulfill the requested transport service on behalf of and for the account of the Customer.

9.3.2.   The Company sends a "Transport Communication" email to the Customer/Passenger within 24 hours before the date and time the transport is to begin. This email informs:

•     That the transport request has been accepted by the Carrier and the Transferhood Agreement has been concluded, or

•     That the transport request has not been accepted and the Transferhood Agreement could not be concluded.

9.3.3.   If the Transferhood Agreement has been signed up to 6 hours before the start date of the transport, the Customer can check the Carrier and transport details via the Platform.

9.4. Changes and Updates

9.4.1.   In case of any change in the Transport Communication, the Company sends a new Transport Communication to the Customer/Passenger. The last sent Transport Communication will be valid.

9.4.2.   The Transport Notification includes route details. The actual departure time may be 15 minutes earlier or later than the time in the notification.

9.5. Service Availability and Cancellations

9.5.1.   The Company may not be able to conclude the Transferhood Agreement due to the Carrier's unavailability or other reasons. In this case, the Company cannot be held responsible for the unavailability of the Service.

9.5.2.   In case of temporary or permanent unavailability of the Service, the Company informs the Customer and refunds the paid amount. If there is time for the Service to take place, only a refund is made, no alternative solution is offered.

9.5.3.   In case of multiple Reservations, the unavailability of one Service does not affect other Reservations.

9.6. Carrier Performance Evaluation

9.6.1.   The performance of Carriers is evaluated by Customer reviews and the Company's algorithm. This evaluation considers the age, model, and images of the vehicle.

9.6.2.   This evaluation system aims to continuously improve service quality and increase Customer satisfaction.

10. DURATION OF THE TRANSFERHOOD AGREEMENT

10.1.   The Transferhood Agreement ends with the occurrence of one of the following situations:

10.1.1.                The Company's sending of the last Transport Communication to the Customer/Passenger informing that the Transferhood Agreement has been signed;

10.1.2.                The Company's sending of the Transport Communication to the Customer/Passenger informing that the Transferhood Agreement could not be concluded.

10.2.   The contract period continues until the completion of the Transport Service.

11. PAYMENTS

11.1.   Payment Obligation and Methods

11.1.1.                The Customer undertakes to pay the fee for the reserved Transport Services within the time and manner specified in these General Service Terms and Conditions.

11.1.2.                Payments can only be made by one of the methods specified at the bottom of the Platform and explained below.

11.2.   Credit and Debit Cards

11.2.1.                International credit cards and debit cards are accepted.

11.2.2.                Payment is made at the moment the Reservation is submitted.

11.2.3.                Payment card information (card number, owner, expiration date, security code) is encrypted and transmitted directly to the payment processor. The Company cannot access or store this information.

11.2.4.                If payment cannot be received for any reason, the sale transaction will be automatically canceled and the Customer will be informed by email.

11.3.   Digital Wallets and PayPal

11.3.1.                Digital wallet payments such as PayPal, Google Pay, Apple Pay are accepted.

11.3.2.                When the Customer chooses digital wallet payment, they are directed to the relevant payment provider's website.

11.3.3.                These services use the most up-to-date SSL security and data encryption protocols.

11.4.   Accepted Currencies

Payments are accepted in USD, GBP or EURO. Exchange rate fluctuations are not the responsibility of the Company.

11.5.   Receipts and Invoices

Receipts and/or invoices for Transport Services are issued by the Carrier. The Company manages the necessary IT procedures for transmitting these documents to the Customer when required.

11.6.   Refunds and Repayments

11.6.1.                In case of contract termination or any refund, the Company makes the refund using the same payment method used for the purchase, unless otherwise agreed.

11.6.2.                Refunds are made within 5-7 business days after the transaction is approved.

11.7.   Compliance with Bulgarian Laws

The Company takes all necessary measures to protect the Customer's rights in prepaid reservations in accordance with Article 55 of the Bulgarian Consumer Protection Act of 2005. This includes securing the amount paid by the Customer in case of bankruptcy or insolvency of the Company.

12. TRANSPORTATION SERVICES PRICES

12.1.   Pricing and Currency

12.1.1.                The prices of transportation services specified on the Platform are shown in EUR, GBP or USD depending on the currency valid in the region where the Customer makes the Reservation.

12.1.2.                VAT is included in all prices stated. The VAT rate is fixed for all services regardless of the type of service.

12.1.3.                Prices are determined by the Company and Carriers are obliged to comply with these prices.

12.2.   Price Determination Factors

The price of transportation services may vary depending on the following factors:

12.2.1.                Departure and arrival date and/or location

12.2.2.                Type of transportation service requested (airport transfer or hourly transportation)

12.2.3.                Additional services requested

12.2.4.                Time and distance

The Customer actively contributes to the determination of the price by entering information about these factors during the Reservation stage.

12.3.   Price Updates and Guarantees

12.3.1.                Prices are regularly updated and may show discounts or increases.

12.3.2.                After the Reservation is made, the stated price is guaranteed for the Customer. However, the Carrier may charge additional fees for developments outside the Reservation (e.g., additional stops or excess baggage). These additional payments can be made in cash or by credit card and are outside the Company's responsibility.

12.4.   Promotions and Discounts

The Company may offer promotion or discount codes from time to time. The use of these codes is subject to relevant terms and conditions.

12.5.   Currency Conversion Fees

If the Customer's preferred currency needs to be converted to EUR, GBP or USD, all costs arising from this conversion are borne by the Customer.

12.6.   Price Transparency

12.6.1.                The Company undertakes to provide full transparency in pricing. The price shown during Reservation represents the total amount to be paid unless otherwise stated.

12.6.2.                The Customer will be able to see and approve the total price before completing the Reservation process.

12.7.   Price Disputes

In case of any dispute regarding pricing, the Customer should immediately contact the Company's Customer Service. The Company undertakes to resolve the issue fairly and in a timely manner.

13. SERVICE RESERVATION AND CONTRACT TERMS

13.1.   Reservation conditions vary according to the selected service class. Reservation conditions applicable to all platform service providers can be accessed at www.transferhood.com/booking-conditions.

14. RESERVATION MANAGEMENT: CANCELLATIONS, CHANGES AND REFUNDS

14.1.   Reservation Cancellation Policy

14.1.1.                The Customer accepts that the general right of withdrawal specified in the Consumer Law does not apply to these services, as these services are special services to be performed on a specific date or period.

14.1.2.                However, the Customer has the right to cancel their reservation under the following conditions:

•     No penalty is applied and full refund is made for cancellations made up to 24 hours before the start date and time of the transport service.

•     For cancellations made 18-24 hours before the planned transfer start, 30% of the total reservation fee is charged. The remaining amount (70%) is refunded.

•     No refund is made for cancellations made within the last 18 hours or in case of no-show.

14.1.3.                For the cancellation process, the Customer should access to the Reservation details page on the Platform and should follow the procedure there.

14.1.4.                Only the Customer who made the reservation can make a cancellation request. Passengers or third parties cannot make cancellation requests even if they are authorized by the Customer.

14.1.5.                Different cancellation rules may apply for special types of transfers such as airport, port or train station transfers. Detailed information about these special situations will be provided to the customer during the reservation.

14.2.   RESERVATION CHANGE PROCEDURE

14.2.1.                The Customer has the right to modify their reservation under the following conditions:

•     No penalty is applied for change requests made up to 24 hours before the start of the transport service. However, any additional fees resulting from the modification (e.g., vehicle upgrade, night tariff, etc.) will be covered by the Customer.

•     For modification requests made within the last 24 hours, the Carrier may charge an additional fee.

14.2.2.                In the event that a suitable Carrier cannot be found after a modification request, the Customer may either cancel the reservation or maintain the original reservation.

14.2.3.                Reservation changes are only possible with the driver's approval. Any additional fees must be agreed upon directly with the driver.

14.2.4.                For reservation change requests, the Customer can contact the Company's Customer Service:

a.    E-mail: support@transferhood.com

b.    Phone: [Current phone numbers]

c.     Live support via the Platform

14.2.5.                The status of the change request (Pending, Approved, Rejected) can be tracked by the Customer via the Platform.

14.3.   REFUND AND REPAYMENT CONDITIONS

14.3.1.                If the Customer/Passenger is not present at the specified place at the start time of the transport service (no-show), they have no right to refund even if it is due to reasons that cannot be attributed to them (flight/train delay, etc.).

14.3.2.                No refund is made if additional fees requested for unforeseen reasons are not paid by the Customer.

14.3.3.                Refunds are made within 5-7 business days using the original payment method.

14.3.4.                In case of cancellation of your flight or train service, no refund is made if your reservation cannot be cancelled.

15. COMPANY RESPONSIBILITIES AND SERVICE LIMITATIONS

15.1.   Our Service Commitments

15.1.1.                As a Company, we commit to professionally provide the following services after the Reservation Confirmation:

a.    Contact the Carrier in accordance with the Customer's request and create the Transferhood Agreement on behalf of the Customer.

b.    Inform the Customer/Passenger about the status of the Transferhood Agreement.

c.     Inform and provide support to the Customer/Passenger throughout the entire process.

15.1.2.                We make the Platform and its functions available for Customers' use, but we are not responsible for problems that may arise from the use of the Platform.

15.1.3.                We commit to ensuring the maintenance, updates, and data security of the Platform.

15.1.4.                We provide information and support to our Customers regarding the use of the Platform.

15.2.   Our Service Limitations and Disclaimer of Liability

15.2.1.                The Company does not directly provide transport services. The Transferhood Agreement is made between the Customer and the Carrier, and the Carrier is responsible for its implementation.

15.2.2.                Carriers are not employees, assistants, or subcontractors of the Company.

15.2.3.                Invoicing and taxation of transport services are the responsibility of the Carrier.

15.2.4.                The Carrier is solely responsible for the following:

a.    Application of the right of withdrawal (where applicable)

b.    Guaranteeing the transport service

c.     Timely response to Customer/Passenger communications

15.2.5.                The Company does not control the Carrier's performance and cannot guarantee:

a.    The existence, quality, safety, or suitability of the transport service

b.    The accuracy of transport service descriptions

c.     The security of the Customer's computer or mobile device

15.2.6.                In cases where a Carrier cannot be found or service cannot be provided, the Customer is given a full refund. However, the Company cannot be held responsible for indirect damages resulting from this situation.

15.2.7.                We reserve the right to inform the Customer and make necessary changes in the face of unexpected situations.

15.2.8.                The Company cannot be held responsible for problems arising from incomplete or incorrect information provided by the Customer.

15.2.9.                We are not responsible for damages resulting from Platform failures, except in cases of intentional misconduct or gross negligence.

15.2.10.             The Company is not responsible for the content and links of third-party websites.

15.2.11.             The Company cannot be held responsible for loss of business opportunity, indirect or consequential losses.

15.2.12.             Compensation claims cannot exceed the purchase price of the relevant service.

15.2.13.             The company comply with the provisions of the EU General Data Protection Regulation (GDPR) in the processing of personal data.

15.2.14.             We are not responsible for delays the Customer experiences with other carriers (flight, train, etc.)

16. CUSTOMER RESPONSIBILITIES AND OBLIGATIONS

16.1.   Use of the Platform and Services

16.1.1.                The Customer undertakes to use the Platform and Services purchased through the Platform only in accordance with these General Service Terms and Conditions and Reservation Conditions, for legal purposes and without violating the rights of the Company, Carriers and/or third parties.

16.1.2.                The Customer agrees to indemnify the Company, its employees and business partners against any compensation claims that third parties may make due to actions or omissions related to their interaction with the Platform or Service purchases.

16.2.   Information Accuracy and Responsibility

16.2.1.                The Customer declares that all information provided is accurate and not misleading, and undertakes to keep this information up to date and immediately notify the Company of any changes.

16.2.2.                The Customer acknowledges that the information provided is necessary for the Transferhood Agreement and its execution, and understands that they are responsible for incomplete, incorrect or erroneous information.

16.2.3.                In particular, during Reservation, it is the Customer's responsibility to:

a.    Specify the correct pick-up/drop-off location,

b.    Specify the correct pick-up time,

c.     Report special needs (such as mobility restrictions, child passengers, pets, excess baggage).

16.3.   Provision of Required Documents and Information

16.3.1.                The Customer is obliged to provide the Company with all materials and information necessary for the provision of Services and the best execution of the Transferhood Agreement.

16.3.2.                They guarantee that they have the rights to use these documents and information.

16.3.3.                The provided content must not violate the rights of Passengers, third parties, intellectual property rights, public order and legal provisions.

16.3.4.                In case of violation of this provision, the Company reserves the right to terminate the contract and claim compensation.

16.4.   Liability and Compensation

16.4.1.                The Customer is solely responsible for the documents and information provided.

16.4.2.                They exempt the Company, its partners and employees from liability for any damage or injury that Passengers, Carriers and/or third parties may suffer.

16.5.   Service Usage Authorization

16.5.1.                The Customer declares that they have all the necessary authority, licenses and permissions to use the Services offered through the Platform.

16.5.2.                Any damage that may result from this declaration being incorrect is the responsibility of the Customer, and they agree to protect the Company from all claims and demands.

16.6.   Obligation to Cooperate

16.6.1.                The Customer undertakes to fulfill their obligations in good faith and to respect the rights of the Company.

16.6.2.                They agree to carry out the transactions requested by the Carrier or its representatives and to cooperate in order not to hinder the provision of Services.

16.7.   Indemnification Obligation

16.7.1.                The Customer agrees to indemnify the Company against any liability, costs, damages, and expenses arising from any claims, demands, or lawsuits brought against the Company by Passengers or Carriers.

16.8.   Selection of Service Providers

16.8.1.                The Customer agrees not to engage any service provider other than the Company for the provision of the Services.

16.9.    Payment Authorization

16.9.1.                The Customer authorizes the Company to collect necessary payments for transport services and make payments to Carriers.

16.10.          Equipment for Child Passengers

16.10.1.             It is the Customer's responsibility to request the necessary equipment (child seats, booster seats) for child passengers during Reservation.

16.10.2.             In the absence of such equipment, the Company and the Carrier reserve the right to refuse service and cannot not be liable for any compensation.

16.11.          Notification for Special Needs

16.11.1.             For passengers with mobility restrictions or situations requiring special equipment, the Customer should notify these needs during or before Reservation.

16.11.2.             Otherwise, the service may not be provided and no refund is made.

16.12.          Pet Transportation

16.12.1.             The request for pet transportation must be specified during Reservation, in accordance with local laws and regulations.

16.12.2.             The Customer/Passenger is obliged to provide an appropriate transport carrier.

16.12.3.             If these conditions are not met, the service may be refused and no refund is made.

16.13.          Baggage Rules

16.13.1.             Each passenger is entitled to carry one small hand luggage (laptop bag, camera bag, etc.) and one medium-sized luggage up to 20 kg free of charge.

16.13.2.             For safety reasons, all baggage must be placed in the luggage compartment.

16.13.3.             Additional baggage request must be specified during Reservation.

16.14.          Vehicle Capacity Selection

16.14.1.             If the Customer chooses a larger capacity vehicle due to the amount of baggage, this should be specified during Reservation.

16.14.2.             Otherwise, the Company and the Carrier have the right to provide a suitable vehicle according to the specified number of passengers.

16.15.          Passenger Notification Responsibility

16.15.1.             The Customer is responsible for informing all passengers included in the reservation about the General Service Terms and Conditions, Privacy Policy, and Reservation Conditions.

16.16.          Carrier's Liability Limits

16.16.1.             The Carrier is only liable for damages resulting from intentional or gross negligence. For other damages, liability is limited to the violation of the fundamental obligations of the contract and is restricted to foreseeable damages.

16.17.          Communication Obligations

16.17.1.             The Customer/Passenger agrees to contact the Carrier in case of delay or disruption at the meeting point.

16.18.          Reporting Service Disruptions

16.18.1.             The Customer/Passenger must notify the Company of the non-performance or incorrect performance of the transport service no later than 15 minutes before the planned pick-up time.

16.18.2.             Late notification may affect the right to full refund.

17. RESERVATION CANCELLATION BY THE COMPANY

17.1.   The Company reserves the right to cancel Reservations made by the Customer in the following cases:

a.    Customers involved in payment fraud

b.    Customers providing incorrect, incomplete or erroneous identity information

c.     Customers presenting incorrect transport service data such as inappropriate route or wrong distance

In such cases, no refund will be issued to the Customer, and the Customer is responsible for compensating the Company for any damages incurred.

18. PRIVACY AND COOKIE POLICY

18.1.   We recommend you review our Privacy Policy for detailed information about personal data processing activities carried out by the Platform.

18.2.   We kindly ask you to review our Cookie Policy for information about cookies used to enhance the functionality of the Platform, facilitate navigation, and conduct usage analysis.

19. FORCE MAJEURE AND UNFORESEEN CIRCUMSTANCES

19.1.   The Company cannot not be liable for failing to fulfill its contractual obligations due to force majeure or unforeseen circumstances, including but not limited to:

a.    War or acts of terrorism War or acts of terrorism

b.    Strikes

c.     National or local emergencies

d.    Transportation infrastructure failures

e.    Electricity or other public utility interruptions

f.     Earthquakes and other natural disasters

20. INTEGRITY OF THE CONTRACT

20.1.   The introduction and appendices of these General Service Terms and Conditions are an integral part of the contract, even if physically separate, and are important for explaining the mutual obligations of the Parties.

20.2.   The invalidity, ineffectiveness or unenforceability of any provision in this contract does not affect the validity of the rest of the contract or other applicable conditions.

20.3.   If a limitation, exception, or restriction in this agreement is deemed invalid by a legal authority, and the Company suffers a loss as a result, in cases of slight negligence, the compensable damage shall not exceed the total contract price under any circumstances.

21. CUSTOMER SUPPORT AND COMPLAINT MANAGEMENT

21.1.   To get information, communicate, request help or file a complaint, Customers can contact our Customer Support team at support@transferhood.com.

21.2.   The Company undertakes to respond to complaints as soon as possible and within 1 (one) business day at the latest.

22.   CUSTOMER REVIEWS

22.1.   Customer reviews published on the Platform are collected through the Company's Trustpilot page. You can refer to our Trustpilot policy for detailed information about the source and management of reviews.

23. SERVICE RANKING CRITERIA

23.1.   During Customers' search for Services and related transport options, the Company ranks the results according to predetermined criteria. This ranking algorithm primarily considers the price (in ascending order) and the vehicle category selected during reservation.

24. APPLICABLE LAW, COMPETENT COURT AND DISPUTE RESOLUTION

24.1.   Legal Framework

For matters, not explicitly stated in these General Service Terms and Conditions, the Law of Obligations and Contracts of the Republic of Bulgaria and other relevant laws in force can apply. If the Customer is classified as a "consumer" under the Bulgarian Consumer Protection Act, the relevant provisions of this law apply, except for special provisions related to distance contracts and contracts made outside the business premises.

24.2.   European Online Dispute Resolution Platform

Pursuant to Clause 14 of EU Regulation 524/2013, an EU-wide online dispute resolution platform (ODR platform) has been established for consumers. This platform can be accessed at http://ec.europa.eu/consumers/odr/.

24.3.   Priority of Mediation

Unless otherwise stated in the applicable Bulgarian laws, the parties agree to resort to mediation before initiating legal proceedings in case of any dispute related to the use of the Platform, Services, these General Service Terms and Conditions and Reservation Conditions.

24.4.   Mediation Process

The mediation process will be conducted through competent mediation institutions in Bulgaria. The parties accept the rules and procedures of the mediation process.

24.5.   Jurisdiction

For disputes that cannot be resolved through mediation:

a.    If the Customer is not classified as a "consumer" under the Bulgarian Consumer Protection Act, the competent Bulgarian court at the location of the Company's registered office will have exclusive jurisdiction.

b.    If the Customer is classified as a "consumer", the dispute can be heard in consumer courts in Bulgaria or in the competent court in the EU member country where the Customer resides.