Version 1.0 · effective from 12 November 2026Permanent link to this version
English translation for information. The Slovak version is legally binding.
Short rules for passengers and drivers. They apply during the ride, in messages, in calls and in ratings. They are issued by AESA Group, SE, Haanova 2601/46, 851 04 Bratislava ("AESA").
1. For everyone
1.1 Respect. Be polite. No insults, threats or shouting.
1.2 No discrimination. Do not refuse or disadvantage anyone because of origin, skin colour, religion, sex, sexual orientation, age, disability or any similar reason.
1.3 No harassment. Inappropriate remarks, touching, flirting and contacting someone after the ride are forbidden.
1.4 Safety first. Fasten your seat belt. The driver follows the rules, does not hold a phone in hand, and does not drive tired or under the influence of alcohol or drugs.
1.5 Privacy. Use contact details only for the ride. Do not photograph or record the other person without their knowledge. Do not give ride data to anyone.
1.6 Be honest. No fake rides, false ratings, abuse of discounts or payments outside the app.
1.7 Truthful ratings. Rate factually and according to what happened. Do not use a rating as pressure. Do not publish illegal content or other people's personal data in ratings and messages.
2. For passengers
2.1 Be at the pickup point on time. If you are late, tell the driver.
2.2 Do not smoke, do not eat excessively, do not drink alcohol, and do not damage or soil the vehicle.
2.3 State an animal, luggage and a child seat when you order.
2.4 Before boarding, check the registration number and the driver's name.
3. For drivers
3.1 Wait at the right place and be reachable through the app.
3.2 Keep the vehicle clean, marked and in good condition.
3.3 Drive the route that the passenger sees, unless you agree otherwise.
3.4 Do not ask for payment outside the app, or for cash.
3.5 Always carry a specially trained dog (a guide, assistance or hearing dog), at no extra charge (Dispatch Price List and Rules of Carriage, point 4.10).
4. How to report a breach
4.1 Write to taxi@aesa.sk (in the app you open it through Account → Help) and state the ride (date, time, from – to). A person assesses the report.
4.2 In an emergency, call 112.
5. Reporting illegal content
5.1 If you find content in a rating, a message, a profile photo or other content on the platform that you consider illegal, report it1 – by e-mail to taxi@aesa.sk with the subject "Illegal content".
5.2 In the report, please state:
- why you consider the content illegal;
- exactly where it is (ride, rating, date, a screenshot if possible);
- your name and e-mail;
- a statement that you are making the report in good faith and that the information is correct to the best of your knowledge.
5.3 We confirm receipt of the report. A person assesses it without undue delay and we inform you of the outcome.
6. What happens in case of a breach
6.1 Depending on how serious it is: a warning, removal of content, a temporary restriction or closing the account.
6.2 A person always decides. If we restrict your content or your account, you receive clear and specific reasons: what we did, why, on what facts and under which rule or law, and how you can challenge it2.
6.3 You can object to the decision at taxi@aesa.sk; a different person will assess it.
6.4 For drivers, the procedure in the Terms for Carriers (Article 11) applies, and for passengers the Terms for Passengers (Article 17).
7. Point of contact
7.1 The single point of contact for users and for public authorities and the European Commission is taxi@aesa.sk3. We communicate in Slovak and English.