Terms and Conditions for
Private Customers

Vit logotyp för Taxi Göteborg med gul bakgrund

TERMS AND CONDITIONS consumer

The following terms and conditions (“Terms”) apply between you and Taxi Göteborg Ekonomisk Förening, org. nr. 757200-4351 (“Taxi Göteborg”, “we”, “our”, “us”), when you as a private consumer book, pay and carry through a trip with any of the taxi cars owned by Taxi Göteborg (“Service”).

These Terms and conditions also contain separate terms and conditions for you that register a customer account on any of our digital platforms (section 5).

Because you accept the Terms when you book your trip through any of our digital platforms, or when you otherwise use our Service, you become bound by these Terms. The Terms that when you book are also the ones that apply for the trip that the booking refers to.

When you use the Service we will process personal information about you. You can read more about how we handle personal information in our privacy policy, which you will find here:
https://www.taxigoteborg.se/en/support/privacy-policy.

1 About us

Taxi Göteborg is an economic association that is owned by around 100 members. These members are the ones who operate each haulage and employ taxi drivers. We place high demands on our drivers and provide them with education in, among other things, local area knowledge, safety, booking systems, how to handle taximeters, customer contracts, tariffs, traffic regulations and, of course, internship in traffic. Drivers that perform care travels (transportation service and sick leave) go through extra education in order to be able to help customers with special needs.

Taxi Göteborg provides personal transportation for private customers, corporations and business travellers and by communal administration (transportation service, sick leave and school transportations). Taxi Göteborg wants to be the obvious local choice of taxi company in West Sweden that provides sustainable, safe and secure transportation with good service and availability.

Each vehicle associated with Taxi Göteborg has insurance against damage to passengers and property.

These Terms govern Taxi Göteborgs obligations to you as a customer, as well as your obligations as a customer when travelling with us.

2 About the service - your trip with us

2.1 Booking a trip

You can book a trip with us in many ways, the most common way is through stopping a taxi on the street or by a taxi pocket, through telephone, or through one of our digital platforms: www.taxigoteborg.se and our mobile application ”Taxi Göteborg”.

When you order a taxi on the street your booking is confirmed verbally by the driver. When you order a taxi through the telephone your booking is confirmed in the call.

In order to be able to book a trip with us through one of our digital platforms you need to register a customer account, read more under section 5 below.

Make sure as soon as possible that your booking is correct, and if that were to not be the case you should contact us immediately, see our contact details under section 10 below.

If you have made a booking to one of our taxi cars through a third party, such as an independent intermediary website you may be also subjected to that party's own terms and conditions.

2.2 Prices

Current prices and discounts are displayed on our website, our app or in separate contracts between Taxi Göteborg and you as a customer. Taximeter pricing applies if nothing else is agreed upon.

Additional charges may apply, such as a fee for driving up and a fee from the airport or the central station.

2.3 Additional services

You may also order additional services, such as a hatchback, a child's car seat, baby protection, or minivan. Current prices for additional services are presented in the price list on our website or in our app.

2.3 Additional services

You may also order additional services, such as a hatchback, a child's car seat, baby protection, or minivan. Current prices for additional services are presented in the price list on our website or in our app.

2.4 Cancelling and refund

When booking a taxi on the street the Service is executed immediately and a refund is not possible. When booking a taxi for a later occasion, i.e. through telephone or through one of our digital platforms, you may cancel your booking up to 30 minutes before the scheduled pickup time.

If you cancel your trip later than 30 minutes before the scheduled pickup time we will charge you for the full cost of the trip.

If you have cancelled your trip and are entitled to a refund the following applies. If you have paid with an electronic payment you usually receive your refund within 1-3 business days. If you still haven’t received your payment after 3 business days we ask that you contact us, see contact information under section 10 below.

2.5 Luggage and forgotten equipment

Our drivers can help you load and unload your luggage in and out of the vehicle. We ask that you pack your luggage with care to make sure it can withstand transportation. If your luggage were to be damaged during the trip you may be entitled to compensation for the damage depending on the specific circumstances.

Taxi Göteborg will not be held responsible for forgotten equipment, thus you should always look carefully around the vehicle before exiting at your destination. If you were to find forgotten things from a previous traveller we ask that you inform the driver.

Should you discover that you have forgotten something in one of our taxi cars you are welcome to contact us as soon as possible so that we may assist you as best we can.

Taxi Göteborg do not store any forgotten found things. Discovered valuables are handed over to the Police’s department of lost property.

2.6 If you take the wrong car

When you book a taxi through telephone we ask that you provide us with your first and last name as a reference when possible. When the taxi car arrives you state your name to the driver which then confirms the booking so that your trip can begin.

When you book a taxi through one of our digital platforms you will receive a booking confirmation from us either by email or by SMS with a booking number as well as the car number to the taxi. car. The driver receives a matching booking confirmation sent to them as soon as they have accepted your booking and start driving towards you. Your booking number shall always match the driver's booking number, which you can confirm on the roof sign on the vehicle. The driver may also confirm the booking number.

You only have the right to use the taxi car that you have ordered. Always confirm that you choose the right taxi car. If you repeatedly make use of other peoples bookings Taxi Göteborg reserves the right to deny you access to the Service.

2.7 If the taxi does not show up or is late

If the taxi does not arrive at the assigned pickup location on the agreed upon pickup time we ask that you call us immediately.

If the taxi is completely absent because of circumstances on our side you are also eligible for a compensation of 400 SEK which will be paid for in the form of a travel check. The travel check can be used to book new trips with us. The expiration date is presented on the check. Du may, depending on the circumstances, be eligible for further compensation if you have suffered greater damage than so.

If the taxi is delayed by more than 20 minutes to the trip's end destination because of circumstances which we are responsible for, you may be eligible for compensation. How large that compensation is depends on the damage you may or may not have experienced.

The highest compensation you can receive from an absent or delayed taxi according to these Terms amounts to a maximum of 2000 SEK, unless you can prove that you have suffered greater damage than so, that you have fulfilled your obligations as a customer in accordance with section 4 below, and that you have taken reasonable actions to limit your damage.

For absent taxi or delays that arise from circumstances beyond our control, see section 7 below.

2.8 If you as a traveller are delayed or absent from you scheduled taxi

It is your responsibility as a traveller to be on time for your scheduled taxi. When appointed pickup time has passed the driver will attempt to make contact with you by telephone if you have provided a number. If the driver is prompted to remain waiting, a waiting fee will be started in accordance with current pricing. 10 minutes after the appointed pickup time the driver has a right to cancel your trip and you will in such a case be charged for the full trip.

If the place in which you are located lacks an address or is difficult to find we ask that you cooperate with the driver to find an appropriate pickup location. When booking through our digital channels you will receive the driver's telephone number when the booking is complete. Your telephone number will also be provided to the driver. If you know that the place in which you will be picked up is difficult to find you can also inform this and other details to the driver regarding your pickup location during the booking process, for example “The road is closed, but stop by the mailbox, I’ll be there”.

When the ordered pickup location is at an airport the following applies. The taxi will wait 15 minutes after appointment pickup time. After 15 minutes has passed the driver will contact you if you have provided a number. If the driver is prompted to remain waiting a waiting fee will be started in accordance with current pricing. If you do not answer when the driver is trying to contact you the driver will cancel the booking and leave the pickup place (in total 15 minutes after the appointed pickup time). In such a case you are obliged to fully pay for the trip.

3 Payment for the trip

When you book a taxi on the street or through telephone you pay for your taxi trip when you reach your destination, alternatively you can prepay your trip at the start if you have chosen a fixed price. You can pay with cash or through one of the electronic payment options that Taxi Göteborg provides.

When you book a taxi through one of our digital platforms you pay your trip in advance. When you prepay through our digital platforms you cannot pay with cash.

4 Your obligations as a traveller

As a traveller you should presume that certain delays or unforeseen circumstances may arise during the trip and you are obliged to limit the possible damage du may suffer in, for example, a delay. That is why we ask you to:

  • Be on time for your ordered taxi. Stand on the appointed pickup location at least 5 minutes before the scheduled pickup time.
  • Book your taxi in time. Keep in mind to have a good margin of time between announced time of arrival and the next departure if you have connecting departures on the taxi trips end destination.

4.1 Our right to deny you access to the Service

If you use the Service in violation of these Terms or otherwise in violation of the instructions that Taxi Göteborg at one point or another allots (“Misuse of the Service”), and not take action to correct the violation within a reasonable time from when Taxi Göteborg points this out, then Taxi Göteborg has the right to, temporarily or permanently, deny you access to the Service.

The following behaviour will always be considered Misuse of the Service:

4.2 Our right to deny you the Service on individual cases

Aside from what is normally in accordance to the Terms, Taxi Göteborg reserves the right to deny you a booked trip if the following cases:

If Taxi Göteborg denies you a scheduled trip with regards to this section 4.2 that has been prepaid, your trip will be reimbursed. You have no right to further compensation when denied a trip in accordance with this section 4.2. Note that you may also be liable for compensation to Taxi Göteborg for arisen damage in accordance with section 4.3 below.

4.3 Your liability for compensation to Taxi Göteborg

If your actions in accordance with section 4.1 and 4.2 above bring damage and/or additional costs to Taxi Göteborg, including but not limited to internal cleaning of the taxi car and/or reparation of Taxi Göteborgs property, you are liable for compensation to Taxi Göteborg.

5. Special terms and conditions for our digital platforms

Registration of customer account

In order to use our digital platforms you must register a customer account with us. You are responsible for providing correct and complete contact information and always making sure your contact information is up to date. Your customer account is personal and may not be lent or leased. You alone are responsible for all activity that occurs from your account, which is why it is important that you keep your password secret and use it in a safe way. Note that you are obliged to pay for all amounts that apply to your account when your account is used for booking a taxi.

5.2 Bonus

When you book your trip through one of our digital platforms you can collect bonus points on your trips. For every 1000 SEK you use for travelling, a bonus check of 50 SEK is generated. The bonus can be used as payment for your trips with us. The bonus check is valid for 6 months from the time it was created, which is also stated in the bonus check. The bonus check can not be exchanged for cash.

5.3 Termination of customer account

Your account is active until further notice. You can at any time terminate your customer account by informing Taxi Göteborg through our customer portal, see under section 10. During termination, any account debts fall due for payment immediately.

5.4 Unauthorised usage of customer account

Should you discover that your account has been exposed to unauthorised usage you will report this to us immediately. Taxi Göteborg will then lock the account. After Taxi Göteborg has locked the account you are no longer obliged to pay for any amounts that have subsequently been charged to the account.

5.5 Our right to terminate your customer account

A customer account that has been inactive (meaning that no activity has taken place from the account) for the past 24 months will be deregistered. 1 month before the deregistration Taxi Göteborg will send out a notice to you.

If you use your customer account in violation of these Terms or otherwise in violations to the instructions that Taxi Göteborg at one point or another instructs (“Misuse of Customer Account”), and not take action to correct this within a reasonable period of time from the time that Taxi Göteborg points this out, Taxi Göteborg has the right to terminate your customer account effective immediately.

The following use of the customer account will always be considered Misuse of Customer Account:

During termination of your customer account, any account debts fall due for payment immediately.

6 Our responsibility

Our service to you includes keeping ourselves informed and updated on traffic conditions and other conditions for carrying through our Service to you as well as correctly as possible inform you of estimated travelling time and other information about your trip.

We at Taxi Göteborg will do our best to make sure all such information to you is correct, but can never provide guarantee regarding information that depends on factors beyond our control.

7 Limitation of liability

Taxi Göteborg are not liable for extended travelling time or delayed pickup/drop off following circumstances beyond our control such as special traffic conditions, accidents, road work or unexpected weather.

Taxi Göteborg will also not be held liable to the traveller for normal delays (up to 20 minutes delay to the taxi trips end destination) or if the traveller has not into account reasonable amount of time for changing time or departure time for further travel by bus/train/flight or other commercial traffic.

Taxi Göteborg are also not otherwise responsible for failure to fulfil their duties in accordance with these Terms in those cases where the failure depends on circumstances beyond the control of Taxi Göteborg. Such exonerating circumstances shall be considered war or warlike actions, government restrictions, fire, prohibition, deficiencies or other similar circumstances.

8 Complaint

We strive to provide you with satisfactory services. If you are unsatisfied we ask that you contact us, and we will do what we can to resolve the situation as satisfactorily as possible.

You can also turn to the National board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, or to the EU:s online platform for dispute resolution: www.ec.europa.eu/odr.

Taxi Göteborg does not undertake to participate in an alternative dispute resolution procedure or to comply with a decision announced by such a dispute resolution body, but will take a final position on the issue in the event of a dispute/decision.

9 Contract period

These Terms are bound to you at any time you use the Service at Taxi Göteborg. If you no longer wish to be bound by these Terms, you may stop using our Service.

10 Contact us

If you have any questions regarding the Service, your customer account otherwise wishes to contact us, please use our customer portal: https://taxigoteborg.atlassian.net/servicedesk/customer/portal/7.

11 Other

You may not transfer or lease your rights or obligations under these Terms. Taxi Göteborg does however have the right to transfer their rights or obligations in accordance with these Terms.

Should any provision of these Terms or any part thereof be found to be invalid, this shall not mean that the Terms in their entirety are invalid but shall, insofar as the invalidity substantially affects a party’s exchange or performance under the Terms, place reasonable adjustments to the Terms.

12 Choice of law and dispute resolution

Swedish rights shall apply to these Terms. Disputes that arise from these Terms shall be settled by an appropriate general court.

Terms and Conditions - corporate. Version 2.0. 
Last updated: 20220328.