Terms of Service

GetVoolo (getvoolo.com) is operated by FALÉSIA DA MAGNÓLIA - UNIPESSOAL LDA, a company registered in Portugal with NIPC 517885042, with its registered office at Lisbon, Portugal (“GetVoolo”, “we”, “us”). You can reach us at support@getvoolo.com or through our support page.

GetVoolo is an intermediary. We run a platform where a passenger describes a journey and licensed local transport operators offer to perform it. The transport contract for each journey is between the passenger and the driver who carries it out. We are not a transport company, we do not employ drivers, and we do not own vehicles.

Drivers operate under their own Portuguese licences (RNAAT or TVDE as applicable) and are responsible for valid insurance, a valid licence and a roadworthy vehicle. We verify documents at sign-up and re-check expiry dates; that is an administrative check, not a warranty about any individual journey.

GetVoolo is currently in test mode. You can complete the full booking flow described below, but payments are simulated: no real card is charged and no trip is actually arranged. Real bookings, with real payment, start soon.

There are two ways to book, and they behave differently:

Offers. You post the journey and drivers offer a price. Prices shown before you receive offers are non-binding guides. A contract is formed when you accept an offer and complete payment, not when you post the request.

Instant booking. You pay a fixed price at once and we assign a driver. It needs at least 12 hours’ notice. If we cannot assign a driver in time, we cancel and refund you in full automatically, and you may post the journey for offers instead.

You are responsible for what you enter — addresses, date and time, flight number, passengers and bags. All times are Lisbon local time.

Prices are in euro and include VAT where applicable. Payment is taken when you book, through Stripe; we never see or store your card details. We collect the fare and pass it to the driver after the trip, less a platform commission of 10%.

Extra charges may apply only where agreed between you and the driver or where they arise from the journey itself (for example tolls, or waiting beyond the free period in § 6).

If you cancel as a passenger:

Before you have paid — free.

More than 24 hours before pickup — free, refunded in full.

Within 24 hours of pickup — a 10% fee applies and 90% is refunded.

If a driver cancels, you are refunded in full whenever it happens; the driver, not you, carries any penalty. Once a trip is under way neither side can cancel through the site — contact support. Refunds go back to the original payment method.

Right of withdrawal. The 14-day right of withdrawal for distance contracts does not apply to passenger transport services booked for a specific date (Decreto-Lei 24/2014, art. 17.º(1)(l)); the cancellation terms above apply instead. TODO: legal review of the withdrawal-right statement Your other statutory rights as a consumer are unaffected.

Your driver waits free of charge for 60 minutes when your booking has a flight number, and 15 minutes for any other pickup.

For flight bookings the free period starts at the latest of your booked pickup time, your flight’s actual landing, and the driver’s arrival — so a delayed flight does not use up your waiting time.

If you cannot be reached once the free period has ended, the driver may report a no-show and leave. A no-show counts as a completed trip and is not refunded.

Passengers must not carry unlawful items, endanger the driver, or travel with more people or luggage than booked. Drivers may refuse a journey that would be unsafe or unlawful, including where legally required child seats were not requested.

Because the transport contract is with the driver (§ 2), claims about the journey itself — delay, damage, lost property or injury — lie against the driver and their insurer. We are liable for our platform: taking your payment correctly, passing your booking to the driver, and handling your data lawfully. Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.

Drivers are independent operators, not our employees or agents. By making offers you confirm that your licence, insurance and vehicle documents are valid and that you will keep them up to date on the platform.

Completed trips are paid weekly, less the 10% commission in § 4, to the Stripe account you connect. Cancelling a trip you accepted within 24 hours of pickup incurs a 10% penalty, taken from your next payout; the passenger is refunded in full. Repeated late cancellations, no-shows or expired documents may lead to suspension.

Keep your sign-in details secure; you are responsible for activity on your account. You can delete your account at any time in your account settings; we keep what the law requires, as explained in our privacy policy. We may suspend an account that breaches these terms or is used unlawfully.

We may update these terms. The date at the top always shows the current version, and changes never apply to a booking already paid for.

These terms are governed by Portuguese law. If you are a consumer, you keep the protection of the mandatory rules of the country where you live, and may bring proceedings in its courts.

If something goes wrong, contact support first — most problems are solved that way. You can also file a complaint in our Livro de Reclamações Eletrónico at www.livroreclamacoes.pt TODO: register the company on the electronic complaints book, then set livroReclamacoesRegistered in lib/legal/company.ts.

Consumers may refer a dispute to an alternative dispute resolution (RAL) entity: TODO: name and website of the competent RAL entity (Lei 144/2015). More information on consumer dispute resolution is at the Portal do Consumidor.