Booking conditions for taxi services
Here are the terms and conditions for booking taxi services via the Vy app.
The booking conditions
Scope of the terms and conditions
These terms and conditions act as an agreement between you, the Customer, and Vy who is the intermediator of taxi services.
Definitions
‘Vy’ refers in this context to Vygruppen AS.
‘The Taxi Company’ refers in this context to all taxi companies that offer their services via the Vy app.
‘Customer’ refers to you, the person booking the taxi via the Vy app.
Booking
- You can book a taxi via the Vy app by selecting ‘Book taxi’ on the home page. You should then enter the collection point and destination. You will be shown price offers from taxi companies that Vy has contracts with in this area. You then choose one of these offers, confirm the booking and pay by Vipps.
- Once the payment has been completed in Vipps, we will submit your booking to the taxi company you selected. If your booking is not successful in the Vy app, we will cancel the payment with immediate effect and no funds will be deducted from your account.
- You will receive a push notification when your taxi has been dispatched and is en route to you. You can track the status of your booking via the app.
- When the taxi is soon to arrive, you will receive a push notification and the status of your booking in the app will change.
- It is your responsibility to be in a location that allows the driver to easily find you. You must ensure that the taxi number assigned to you in the app matches the number of the taxi you get into.
- The driver is obliged to wait for you for five minutes upon arrival at the collection point, and will attempt to contact you before this waiting period elapses. If you do not appear once the taxi has arrived or during the course of the taxi driver’s mandated waiting time, we charge a no-show fee of NOK 99 and cancel the rest of the payment.
The price offered via the Vy app is the maximum price you will pay for the trip. Vy is responsible for ensuring that the booking is submitted to the selected taxi company, that payment is completed and that a receipt is issued.
Price and payment
The price offers shown to you in the Vy app are based on the Taxi Companies’ list prices combined with a route calculation using Google Maps. Some taxi companies will offer a discount on their list prices to Vy customers.
You must prepay your taxi ride via the Vy app. Vy will place a hold on the maximum price specified in the selected offer. As soon as the taxi ride is completed, this sum will be deducted from your account. If the meter price is lower than the offer (the maximum price), it is the meter price shown that will be deducted from your account.
The maximum price is the total price and includes VAT and any tolls. The maximum price will not apply if the taxi has to wait for more than five minutes upon arrival at the agreed collection point for a direct booking. The maximum price also does not apply after five minutes after arrival at the agreed collection point at the agreed pickup time for a pre-booking. After five minutes of waiting, you may instead be charged a no-show fee. If you still want to go ahead with your taxi ride, you either have to place a new booking in the Vy app or book a ride directly from the taxi company on their terms.
You will receive a receipt by email once the trip has been completed. You may also request a paper receipt from the driver if you wish.
Cancelling bookings
If you wish to cancel a booking after your ride has been assigned to a taxi, you must contact the taxi company to cancel the trip. The taxi company’s terms and conditions for cancellation will apply.
Changes to your route or stops en route
After making a booking for a specified route, this route may not be changed. It is not possible to add stops to your booking. If you wish to make any stops or amend the route, the trip must be ended by the driver and you will automatically be charged the lowest out of the meter price and the maximum prepayment price in the Vy app. Any further travel must be agreed with the driver on site and in accordance with the applicable taxi company’s terms and conditions.
Special requirements
If you have any special requirements, e.g. you need a child seat or facilitation for a wheelchair, you must contact the Taxi Company directly to place your booking.
Vy’s responsibilities
Vy is responsible for procurement of taxi services via the Vy app, including the completion of bookings through our channels, providing you with up-to-date and accurate information about your booking, and ensuring that payments and applicable refunds occur in accordance with our terms and conditions for this procurement.
Vy is not responsible for providing the trip once a taxi is assigned or any violations of the Taxi Company’s conditions of carriage. These are the responsibility of the Taxi Company.
The taxi company’s responsibilities
The taxi company’s own conditions of carriage apply to the actual taxi ride.
Cancellation
If you want to cancel your taxi ride and a vehicle has already been assigned to you, then you must contact the taxi company you booked with.
Refunds
Problems with the Vy app
Any claims must be submitted in writing without undue delay and no later than 3 - three months - after the problem occurred. Claims must contain an account of the course of events in the matter in question and any documentation (e.g. for additional expenses incurred). You will receive a response to your inquiry within four weeks.