AESA Taxi Claims Policy

English translation for information. The Slovak version is legally binding.

This policy explains how to make a claim about a ride or a platform service and how we handle it. It is issued by AESA Group, SE, Haanova 2601/46, 851 04 Bratislava, company/registration number 55361731, dispatch service operator with dispatch permit No. to be added ("AESA").

1. Who is responsible for what

1.1 The carrier is responsible for the carriage: the vehicle, the driver, the route, cleanliness, safety and the driver's behaviour. It must carry you properly and on time¹.

1.2 AESA is responsible for the platform: the displayed price, calculation of fees, payment processing, the receipt, how the app works and support.

1.3 You do not need to work out who is responsible. AESA receives all claims and handles them; for carriage, after hearing from the carrier.

1.4 Damage to health and to luggage during the carriage is compensated by the carrier under the rules on liability for damage caused by the operation of means of transport². You can report such damage through AESA; we pass it on to the carrier and its insurer and help with the ride data.

2. What you can claim about

2.1 In particular:

• the ride price, waiting time, cancellation fee, no-show fee, service fee;
• the route (for example, an unnecessary detour after a change of destination), a late driver;
• the driver's behaviour, the condition and cleanliness of the vehicle, a vehicle or driver that does not match the details in the app;
• payment (double payment, wrong amount, a card hold that was not released), the receipt;
• an error in the app or on the website.

2.2 Report a safety incident (for example violence or harassment) straight away. We handle it as a priority, not as an ordinary claim. In an emergency, call 112.

3. How to make a claim

3.1 By e-mail from the app: Account → Help opens an e-mail to taxi@aesa.sk. State the ride (date, time, from – to) so that we can link the claim to the ride data right away.

3.2 On the website: taxi.aesa.sk/pomoc.

3.3 By e-mail: taxi@aesa.sk. By post: Haanova 2601/46, 851 04 Bratislava.

3.4 Please include: the phone number of the account or the receipt number, the date of the ride, what happened and what you propose (for example, a refund). Photos and other attachments help.

4. Time limits

4.1 Submitting: make your claim without undue delay after you notice the problem. We recommend within 30 days of the ride. We will also assess a later claim, but we keep some data (for example the detailed GPS trace) for only 90 days, so evidence may be missing.

4.2 Limitation: rights arising from carriage become time-barred after 1 year. This does not apply to compensation for damage in the carriage of persons – the general time limits for compensation for damage apply to it³. The recommendation in point 4.1 does not shorten these statutory time limits.

4.3 Confirmation: we confirm receipt of your claim in writing immediately (in the app or by e-mail). The confirmation states by when we will handle the claim⁴.

4.4 Handling: we handle the claim without undue delay, at the latest within 30 days of submission. We commit to you to keep this time limit. We handle most claims within 3 working days.

4.5 If we need a statement from the carrier, we request it. The carrier has 5 working days to reply. This does not extend the 30-day limit for you.

5. How we handle your claim

5.1 We check the ride data (route, times, price, communication, payment) and the carrier's statement.

5.2 If the claim is justified, we refund the money (the full or a proportionate amount) to the card you paid with or, if you agree, as credit for your next ride. A refund to a card usually takes 5–10 working days, depending on your bank.

5.3 If the claim is not justified, we explain the reasons to you in writing⁵.

5.4 You receive a message about the outcome in the app and by e-mail.

6. If you are not satisfied

6.1 If you are not satisfied with how your claim was handled, or you believe we have breached your rights, you can ask us to put things right at taxi@aesa.sk (subject "Request for remedy")⁶.

6.2 We reply to a request for remedy within 30 days. If we reject it or do not reply within 30 days of it being sent, you can submit a proposal for alternative dispute resolution⁷ to the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava, ars@soi.sk, www.soi.sk[^ars-3].

6.3 Submit the proposal for alternative dispute resolution within 1 year at the latest⁸.

6.4 You can also go to court. The Slovak Trade Inspection supervises consumer protection.

7. Claims from businesses

7.1 Business accounts make claims under the contract with the business. If the contract says nothing, this policy applies with the necessary changes.

8. Records

8.1 We record claims and keep them for 3 years after they are handled. The Privacy Policy explains how we process data.

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Notes

1. Section 760 of the Civil Code (Act No. 40/1964 Coll.). ↩

2. Section 764(1) of the Civil Code. ↩

3. Section 108 of the Civil Code; the general time limits for compensation for damage are set out in Section 106 of the Civil Code. ↩

4. Section 4(1)(j) of Act No. 108/2024 Coll. on Consumer Protection. ↩

5. Section 4(1)(k) of Act No. 108/2024 Coll. ↩

6. Section 5(1)(q) of Act No. 108/2024 Coll. ↩

7. Section 11(3) of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes – if the trader does not reply to a request for remedy within 30 days of it being sent, it is deemed rejected. ↩

8. Section 13(5)(a) of Act No. 391/2015 Coll. ↩