Terms & Conditions

1. About these Terms

These General Terms and Conditions apply to bookings made with J&O Business Cars SRL, trading as Driveller, through driveller.com, by email, by telephone or through another channel accepted by Driveller. They apply to consumers and business customers, subject to the specific provisions identified below and to any mandatory rights that cannot be excluded.

In these Terms, “customer” means the person or organisation making the booking; “passenger” means each person travelling; “Driveller” means J&O Business Cars SRL; and “performing carrier” means the partner chauffeur or transport company that actually performs all or part of the journey.

2. Services and contractual party

Driveller provides or arranges private chauffeur services, including airport transfers, city-to-city journeys in Belgium and elsewhere in Europe, including the United Kingdom, hourly chauffeur services and day trips. Driveller is the customer’s contractual counterparty unless the booking confirmation expressly states otherwise.

Driveller may use selected and supervised subcontracted partner chauffeurs and transport companies. Subcontracting does not remove any responsibility that Driveller has under the contract or mandatory law. The performing carrier must hold the licences and insurance required for the service it performs.

3. Booking request and contract formation

1. The customer enters the requested pickup and drop-off locations, date and time, passenger and luggage numbers, optional flight number, vehicle choice and other requested information. Google Maps or Google Places suggestions are provided for convenience; the customer remains responsible for checking the full address. >
2. The price shown before submission is based on the information entered by the customer. Submitting the form creates a booking request with the status “received” or “pending”; it does not by itself confirm that a vehicle or chauffeur is available. >
3. A binding contract is formed only when Driveller sends a booking confirmation by email. The confirmation, these Terms and any expressly accepted special conditions form the contract. >
4. Driveller will later assign a chauffeur or performing carrier and send the available chauffeur details by email. Assignment may change for operational reasons, provided the service remains compliant with the contract. >
5. The customer must review the confirmation promptly and report any error without delay.

A person booking for other passengers confirms that they have authority to provide the passengers’ necessary information and to accept these Terms on the customer’s behalf, and must ensure that passengers are informed of the rules that apply during the ride.

4. Prices

Prices are stated in euros and include applicable VAT. For Belgian passenger transport, the displayed price is calculated on the basis of the VAT treatment applied by Driveller, including the stated Belgian rate of 6% where applicable. Cross-border journeys may require a different tax allocation or treatment under mandatory tax rules; the total price confirmed to the customer remains VAT-inclusive unless the confirmation clearly states otherwise for a business customer.

Unless the confirmation states otherwise, the confirmed price includes fuel, tolls, parking at pickup, the chauffeur and child seats requested before confirmation.

The following are not included unless expressly stated in the confirmation:

• for a transfer to or from the United Kingdom, the return ferry ticket for the vehicle and chauffeur; this cost will be communicated before confirmation or before the customer accepts a later change;

• extra stops or route changes requested after confirmation, which are charged per kilometre or at a flat fee communicated in advance;

• waiting time beyond the free period described below; and

• costs caused by a passenger’s breach of these Terms, including documented cleaning or damage costs.

No optional charge will be added without the customer’s express agreement where such agreement is required by law.

5. Payment

Available payment methods are cash paid to the chauffeur, online card payment through a secure payment link, and monthly invoicing for approved business customers. Driveller does not require customers to send complete card details by ordinary email.

The payment service is provided by Stripe Payments Europe, Limited (Dublin, Ireland). The provider’s own payment terms and privacy information may also apply to its processing of the transaction.

Consumers

The payment time and method are stated in the booking confirmation or payment link. If an amount owed by a consumer is not paid when due, Driveller will first send the free reminder and allow the statutory waiting period required by Book XIX of the Belgian Code of Economic Law before applying any permitted late-payment interest or compensation. Any interest or fixed compensation will not exceed the statutory limits.

Business customers

Approved business customers may receive a monthly invoice payable within 15 calendar days of the invoice date. In the event of late payment, statutory interest and the fixed recovery compensation available under the Belgian Act of 2 August 2002 on combating late payment in commercial transactions apply, without prejudice to reasonable additional recovery costs permitted by that Act.

6. Vehicle categories and capacity

The vehicle selected must be suitable for the stated number of passengers and luggage items. The maximum capacity shown in the booking form is binding. Hand luggage, unusually large items, wheelchairs, sports equipment and other special items must be disclosed before confirmation. If the booked category cannot safely or legally carry the passengers or luggage presented, Driveller may require a larger vehicle at the customer’s cost, carry only what can be transported safely, or refuse the affected part of the service.

Vehicle photographs are examples of the category. In the event of breakdown, maintenance, safety requirements or operational unavailability, Driveller may provide a vehicle of equivalent or higher category without additional charge. A lower category may be provided only with the customer’s agreement and an appropriate price adjustment.

7. Pickup information and customer responsibilities

The customer must provide complete and accurate pickup and drop-off addresses, local contact details, the number of passengers and luggage items, and any other information reasonably required to perform the service. For airport pickups, the customer should provide the correct flight number. The customer is responsible for passports, visas, entry requirements and other travel documents, including for travel to or from the United Kingdom.

Passengers should allow a reasonable safety margin for flights, trains, appointments and border crossings. Journey and arrival times are estimates and may be affected by traffic, weather, road closures, security checks, border controls and other circumstances outside reasonable control.

8. Airport pickup and flight delays

For an airport pickup, 60 minutes of waiting time are included from the actual recorded landing time when the correct flight number was provided. Flight tracking is included. Driveller will adapt the pickup time without an additional delay charge for a flight delay of up to five hours, subject to the same flight number and itinerary.

If the flight is delayed by more than five hours, continued availability cannot be guaranteed and a supplement may apply. Driveller will communicate any supplement and obtain the customer’s acceptance before charging it. If Driveller cannot perform the rescheduled pickup and cannot provide an equivalent replacement, the unperformed service will be refunded, without prejudice to mandatory rights.

If the flight number is missing or incorrect, or the passenger changes flights without informing Driveller, the booked pickup time applies and any resulting waiting, change, cancellation or no-show rules may be charged.

9. Waiting time and no-shows

For airport pickups, the free waiting period is 60 minutes after the actual landing time as described above. For all other pickups, the free waiting period is 15 minutes after the booked pickup time.

After the free waiting period, Driveller is not obliged to continue waiting. If the customer contacts Driveller and asks the chauffeur to wait, and the chauffeur is available to do so, additional waiting is charged at EUR 20 for each started period of 15 minutes. If continued waiting is not requested or not operationally possible, the chauffeur may leave and the booking is treated as a no-show.

A no-show is charged at 100% of the confirmed price. Before treating a booking as a no-show, the chauffeur or Driveller will make reasonable efforts to contact the customer using the details provided, where circumstances permit.

10. Changes

The customer may request a change through the My Booking portal or by contacting Driveller. A request does not amend the contract. A change is valid only after Driveller confirms it by email. Changes are subject to availability, vehicle capacity, route feasibility and a price review. Driveller will communicate any revised price before confirmation of the change.

The My Booking portal requires the booking reference and booking email address, followed by a one-time six-digit code sent by email. The customer must keep the reference and code confidential and notify Driveller promptly of suspected unauthorised access.

11. Cancellations by the customer

The customer may cancel online through My Booking or by contacting Driveller. The effective cancellation time is when the cancellation is successfully recorded by the portal or received by Driveller through an accepted contact channel.

• At least 24 hours before the booked pickup time: cancellation is free and any amount already paid for the cancelled service will be refunded in full.

• Less than 24 hours before the booked pickup time: no refund is due and 100% of the confirmed price remains payable.

• No-show: no refund is due and 100% of the confirmed price remains payable.

Refunds are made to the original payment method where reasonably possible. Bank or card processing times are outside Driveller’s control.

12. No 14-day right of withdrawal

A consumer does not have the usual 14-day right to withdraw from a distance contract for passenger transport services that provide for a specific date or period of performance. This is the exception in Article VI.53, 12° of the Belgian Code of Economic Law. The cancellation policy in section 11 therefore applies from confirmation, without prejudice to any mandatory right arising from Driveller’s non-performance.

13. Cancellation or disruption by Driveller

If Driveller cancels because of breakdown, unavailability, force majeure or another operational problem, Driveller will offer, where reasonably possible, a replacement vehicle of equivalent or higher category at no additional charge. If no suitable replacement can be provided, Driveller will refund the price paid for the unperformed service. This does not limit any additional remedy available under mandatory law.

14. Conduct in the vehicle

• Smoking and vaping are prohibited in every vehicle.

• Pets are accepted only if agreed before confirmation and must remain in a suitable closed carrier or cage throughout the journey, except where mandatory accessibility rules require otherwise.

• Passengers must follow reasonable safety instructions, use seat belts where required and avoid behaviour that endangers the chauffeur, other passengers, the vehicle or road safety.

• Alcohol, illegal drugs, violence, harassment and deliberate damage are prohibited. The chauffeur may stop or refuse the service where necessary for safety or legal compliance. Charges already due are unaffected to the extent permitted by law.

15. Children and accessibility needs

Child seats are available on request and included in the confirmed price. The customer must provide the child’s age, approximate weight and any other information needed to select an appropriate seat. A responsible adult must accompany a minor unless Driveller has expressly agreed in writing to a different lawful arrangement.

Passengers should notify Driveller before confirmation of reduced mobility, wheelchair dimensions, assistance animals or other accessibility needs so that a suitable vehicle and reasonable assistance can be arranged. Driveller does not require a medical diagnosis; only information necessary to arrange the service should be provided. Mandatory non-discrimination and passenger-assistance rights remain unaffected.

16. Cleaning, damage and lost property

The customer is responsible for abnormal soiling or damage caused by the customer or passengers in the booking, except for ordinary wear and tear or damage not attributable to them. Driveller may charge a special cleaning fee of up to EUR 150, based on the cleaning required, and the documented reasonable cost of repairing or replacing damaged property. Driveller will not recover the same loss twice and will provide supporting information on request.

Passengers remain responsible for their personal belongings. Found property will be kept for a reasonable period and returned where practicable. The customer may be asked to pay the reasonable delivery cost. Nothing in this section excludes liability for loss or damage caused by negligence where such liability cannot lawfully be excluded.

17. Liability

Driveller will perform the contract with reasonable care and skill and remains responsible as required by law for the acts and omissions of a performing carrier used to fulfil the booking. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or wilful misconduct, or any other liability that cannot be excluded or limited.

Subject to the previous paragraph and mandatory passenger rights, Driveller is liable for reasonably foreseeable direct loss caused by its breach of contract or negligence. Driveller is not liable for indirect or purely consequential loss, loss of profit, loss of business opportunity or missed travel connections where that loss was not reasonably foreseeable when the contract was formed or was caused by the customer’s failure to allow a reasonable travel margin.

Any mandatory rights under Regulation (EU) No 181/2011 on bus and coach passenger rights, including rights that may apply to occasional services performed with vehicles designed to carry more than nine persons including the driver, remain fully applicable and prevail over inconsistent terms.

18. Force majeure

Neither party is liable for a failure or delay caused by an event beyond its reasonable control that could not reasonably have been avoided, including severe weather, natural disaster, major road closure, war, terrorism, civil disturbance, epidemic restrictions, government action, border closure, widespread transport interruption or an unforeseen safety emergency. The affected party must take reasonable steps to reduce the impact. Payment remains due for services already performed, and refund rights for unperformed services are governed by section 13 and mandatory law.

19. Complaints

Complaints should be sent promptly to info@driveller.com with the booking reference and relevant details. Driveller will acknowledge and investigate the complaint and aims to provide a reasoned response within a reasonable period.

A Belgian consumer who first attempted to resolve the matter directly with Driveller may contact the Consumer Mediation Service, North Gate II, Boulevard du Roi Albert II 8 box 1, 1000 Brussels, Belgium, or use the information and form available at https://consumerombudsman.be. The service is free. The former EU Online Dispute Resolution platform has been discontinued and is not used.

20. Governing law and courts

The contract is governed by Belgian law. For a consumer, this choice does not deprive the consumer of the protection of mandatory provisions of the law that would apply in the absence of this choice, and it does not restrict any right to bring proceedings before a court that has jurisdiction under applicable consumer law.

For a business customer, the courts of the judicial district of Antwerp, Mechelen division, have exclusive jurisdiction, without prejudice to Driveller’s right to bring proceedings before another court with jurisdiction under mandatory law.

21. General provisions

If a provision is invalid or unenforceable, it will be limited or severed only to the minimum extent required, and the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. Driveller may update these Terms for future bookings; the version accepted for a confirmed booking continues to govern that booking unless the parties agree otherwise or a mandatory legal change requires an update.

These Terms are published in English. If a translation is provided, the version designated in the booking confirmation applies, subject to mandatory language and consumer-protection rules.

Questions? Contact us at info@driveller.com.