Ride Service Sales Agreement for rides via Bolt
Between
[Responsible dispatch office/company]
CVR no.: [CVR number]
Address: Thorsvej 1, 8722 Hedensted, Denmark
hereinafter referred to as the “Company”
and
The Customer
This Ride Service Sales Agreement for rides via Bolt (the “Agreement”) sets out the terms and conditions for the sale of taxi/ride services by the Company, a licensed dispatch office in Denmark, to the individual who orders a ride through the Bolt platform (the “Customer”).
The ride is performed by TRAFIGO-branded or TRAFIGO-affiliated vehicles/drivers on behalf of the Company as the responsible dispatch office in accordance with the Danish Taxi Act.
This Agreement supplements the terms applicable to the Customer’s use of the Bolt platform.
The Agreement is deemed concluded when the Customer’s ride request through the Bolt platform is accepted by a driver or by the connected booking system.
This Agreement applies exclusively when the Customer receives a ride service from the Company or the Company’s affiliated vehicles/drivers through the Bolt platform.
The Company undertakes to provide the ride service from the agreed pickup point to the destination indicated, in accordance with applicable laws, safety standards and the Company’s internal guidelines.
All vehicles used for the provision of ride services must be affiliated with a licensed dispatch office, duly licensed, insured and equipped in accordance with the requirements of the Danish Taxi Act. The vehicles must fulfil relevant quality, safety and service requirements.
The estimated price for the ride service, together with any additional charges such as toll bridges, ferries, airport fees, parking fees, congestion zones or other relevant surcharges, is displayed to the Customer in the Bolt platform at the time of booking, where technically possible.
The final fare is calculated in accordance with the terms, tariffs and calculation principles shown in the Bolt platform and/or the Company’s applicable tariffs.
The final fare may vary due to, among other things:
Payment is made through the Bolt platform. As a general rule, direct payment to the driver in the vehicle is not possible unless otherwise clearly stated in the Bolt platform or agreed separately.
Bolt may collect fares, additional charges, cancellation fees, cleaning fees and other applicable charges on behalf of the Company and issue an electronic receipt when the ride has been completed or otherwise comes to an end.
The Company will endeavour to ensure timely pickup of the Customer but is not responsible for delays caused by traffic, weather, ferry operations, road conditions, public authority matters or other unforeseen circumstances.
The Customer may be charged a cancellation fee in case of late cancellation, no-show or if the ride cannot be completed due to circumstances attributable to the Customer. Any cancellation fees will be displayed in the Bolt platform or stated in connection with the booking, where technically possible.
A cleaning fee may apply if the vehicle is soiled to an extent that requires special cleaning. The cleaning fee is determined by the Company on a case-by-case basis, considering the extent of the damage, the required cleaning work and any operational downtime during which the vehicle cannot be used. The amount may also be displayed in the Bolt platform.
The Customer must behave respectfully and responsibly throughout the ride.
The driver may refuse to perform or continue the ride service on behalf of the Company in the event of threatening, violent, discriminatory, heavily intoxicated, inappropriate or otherwise unacceptable conduct.
In such cases, the Company reserves the right not to dispatch a replacement driver and to charge relevant fees if the ride has already started or the driver has arrived at the pickup location.
Discriminatory behaviour, including the selection or rejection of a driver based on ethnicity, religion, gender, disability, age or other protected characteristics, is not permitted.
The Company is responsible for ensuring that the vehicles used for the provision of ride services are licensed, safe and insured in accordance with applicable laws.
The Customer is responsible for using the ride service in accordance with applicable legislation and for ensuring that all information submitted through the Bolt platform, including pickup location, destination, contact information and payment details, is accurate.
The Company is not responsible for lost property in the vehicle but will make reasonable efforts to assist the Customer in locating it. The Company cannot guarantee that lost property can be recovered.
The Company processes personal data in accordance with its privacy policy, available at:
Personal data may be processed for the purposes of booking, payment, customer service, complaint handling, safety, documentation and compliance with legal obligations.
Bolt also processes personal data in accordance with Bolt’s own terms and privacy policy.
Complaints regarding a ride service must initially be submitted to the Company as the responsible dispatch office via:
The Customer is asked, where possible, to provide the date, time, pickup location, destination, booking reference, phone number and a short description of the matter.
If a complaint is not resolved amicably, the Customer may escalate the case to the Taxi Complaints Board / Klagenævnet for Taxi in accordance with its applicable procedures at:
Before bringing a complaint to the Taxi Complaints Board, the Customer must first have contacted the responsible dispatch office.
This Agreement shall be governed by and construed in accordance with the laws of Denmark.
Any dispute that cannot be resolved amicably or through relevant complaint bodies shall be subject to the jurisdiction of the Danish courts.
