AESA Taxi Terms of Use for Passengers

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

These terms set out how you use the AESA Taxi app and the website taxi.aesa.sk (together, the "platform") to order a ride. Please read them in full. The most important points are summarised right at the start.

Summary at a glance

• We do not provide the ride ourselves. The ride is provided by the carrier – a taxi driver or a taxi company with a taxi service licence. We run the dispatch service: we broker the ride, process the payment and handle support.
• You see the price in advance and it is fixed. You pay at most the amount you saw when you ordered. It changes only if you change the destination during the ride or keep the driver waiting for more than 3 minutes – you see both in the app straight away.
• For every ride you pay a service fee of €0.49. It is already included in the price shown.
• Payment is by card or mobile wallet only, through the app. When you order, we place a temporary hold on the ride amount on your card. We charge it only after the ride.
• You can cancel the ride free of charge within 2 minutes of a driver being assigned, and at any time when the driver is more than 5 minutes late. Otherwise the cancellation fee is €2.50, and for a no-show €3.00.
• For the carriage of persons you have no right to withdraw from the contract within 14 days. See Article 12 for the explanation.
• Report a problem with a ride by e-mail to taxi@aesa.sk, stating the ride, preferably within 30 days. We resolve claims within 30 days.

1. Who we are

1.1 The platform is operated by AESA Group, SE, with its registered office at Haanova 2601/46, 851 04 Bratislava, company/registration number 55361731, VAT ID SK2121966220 ("AESA", "we").

1.2 AESA is a dispatch service operator under Act No. 56/2012 Coll. on Road Transport (zákon o cestnej doprave)¹ and holds dispatch permit No. to be added².

1.3 Support contact: taxi@aesa.sk (in the app you open it through Account → Help). The address taxi@aesa.sk is also our single point of contact for users and authorities³.

2. Definitions

• Passenger ("you") – a person who orders a ride through the platform.
• Carrier – a business holding a taxi service licence that carries out the ride. This may be an individual taxi driver or a taxi company with several vehicles.
• Driver – a person with a taxi driver card who drives the carrier's vehicle. The driver is often also the carrier.
• Ride – the carriage you order through the platform.
• Ride price – the price for the carriage under the carrier's price list.
• Service fee – AESA's fee for using the platform for a ride.
• Total price – ride price + service fee. You see this amount before ordering.

3. Who has a contract with whom

3.1 You conclude the contract of carriage with the carrier who accepts the ride⁴. The carrier is responsible for the carriage itself: for the vehicle, the driver, ride safety and compliance with taxi rules.

3.2 You conclude a contract with AESA for the use of the platform – by registering an account. On that basis we broker the ride for you, show the price, process the payment on behalf of the carrier, prepare a receipt and handle support and claims.

3.3 AESA does not provide the carriage itself and is not the employer of drivers or carriers. We broker rides only to carriers holding a taxi service licence and only with vehicles entered in their licence and in the taxi service register⁵. Carriers are independent businesses. They decide for themselves when they drive and whether they accept a ride.

3.4 Before you confirm a ride you always see the name of the carrier, the driver and the vehicle details. The ride receipt shows the carrier's business name, registered office, company number and taxi service licence number.

3.5 The platform's terms of carriage are published at taxi.aesa.sk/pravne/cennik. If the carrier has its own terms of carriage, they are shown to you in the app at the ride⁶.

4. Account

4.1 You need an account to order. You register with a phone number (verified by an SMS code) or through Apple or Google, and then verify your phone number. We need your phone number so the driver can contact you.

4.2 You must be at least 18 years old. Younger passengers may travel only accompanied by an adult who ordered the ride, or through a family account, if we offer one. Special terms will govern the family account.

4.3 The details in your account must be true. The account is personal – do not lend it to others and protect access to your phone.

4.4 You can cancel your account at any time in the app (Account → Delete account). If you have an active or unpaid ride, cancellation will be possible only after it is resolved. What happens to your data is set out in the Privacy Policy.

4.5 Business accounts are governed by a separate contract with the company. These terms apply to its employees accordingly.

5. Ordering a ride

5.1 You enter the pick-up point, the destination and the vehicle class. Before you send the order, the app shows you the total price, the estimated driver arrival time, the cancellation rules and the payment method.

5.2 You order the ride with the button "Order with obligation to pay" (Objednať s povinnosťou platby)⁷. This sends a binding order.

5.3 The platform offers the ride to suitable drivers. When one of them accepts it, a contract of carriage is concluded with that driver's carrier. You receive the confirmation in the app.

5.4 If no free driver is found within a reasonable time (usually 2 minutes), the order lapses and you pay nothing. We release the temporary hold on your card.

5.5 Priority ride. If you choose "Priority (up to +20%)", drivers with a higher price level will also receive the offer. Before ordering you always see the exact maximum amount.

5.6 If a driver with a lower price accepts the ride, you pay less. You never pay more than you saw when ordering (with the exception of clause 6.3).

5.7 Scheduled ride. You can also order a ride for a later time. The same rules apply; cancellation is free up to 30 minutes before pick-up.

5.8 Luggage, animals, child seat, wheelchair-accessible vehicle. Mark your need when ordering. The driver may refuse cargo that does not fit or would endanger safety.

5.9 Specially trained dog. The carrier will carry your guide, assistance or hearing dog⁸ together with you at no extra charge. Please mark it when ordering so that we can assign a suitable vehicle.

6. Price

6.1 The ride price is set by the carrier's price list for the given zone and vehicle class (starting fee, price per km and per minute, minimum price, and where applicable a night surcharge). The carrier sets its price level within a range of −15% to +20% relative to the zone's reference price list. The platform adds no surge surcharge for demand.

6.2 The price is fixed and agreed before the carriage starts, through the platform⁹. It does not change during the ride according to the actual route or traffic.

6.3 The price may change only in two cases, which you see live in the app:

• change of destination or adding a stop – the app shows you the new price and the change applies only after you confirm it;
• waiting – the first 3 minutes from the driver's arrival are free, after that waiting is charged under the carrier's price list (€0.25/min in the reference price list).

6.4 The service fee is €0.49 per ride (including VAT). You pay it to AESA for the platform service. Business accounts have their own price list.

6.5 The current price list is at taxi.aesa.sk/pravne/cennik and in the app.

7. Payment

7.1 You can pay by card, Apple Pay or Google Pay. We do not accept cash through the app. Payments are processed by Stripe – a licensed payment institution. AESA has no access to your full card number.

7.2 Temporary hold. When you order, we block (authorise) the total price on your card. The money is not charged yet. We charge it only after the ride is completed, in the amount of the actual total price. If the ride does not take place, we release the hold. How quickly you see it released in your bank depends on the bank (usually within a few days).

7.3 Whom you pay. You pay the ride price to the carrier. AESA collects it solely on the carrier's behalf; the money is received, held and paid out to the carrier by Stripe¹⁰. By paying through the platform, your debt to the carrier is settled. The service fee, cancellation fee and tip are charged together with the ride.

7.4 If a payment does not go through (for example due to insufficient funds or unfinished 3D Secure verification), we will ask you for another card or to complete the verification. Until the payment is resolved, you cannot order another ride.

7.5 A payment disputed through your bank (chargeback) is handled under the card schemes' rules. Please contact us first – we can usually resolve it faster.

8. Tips

8.1 After the ride you can give the driver a tip (€1, €2, 10% or your own amount). Tipping is voluntary.

8.2 The driver, or their carrier, receives the whole tip. AESA deducts nothing from it.

9. Cancelling a ride and no-show

9.1 Free cancellation:

• while a driver is being searched for;
• within 2 minutes of a driver being assigned;
• at any time if the driver is more than 5 minutes late compared with the arrival time the app showed you;
• for a scheduled ride, up to 30 minutes before the pick-up time.

9.2 You pay a cancellation fee of €2.50 if you cancel later than clause 9.1 allows.

9.3 You pay a no-show fee of €3.00 if the driver waited at the pick-up point for at least 5 minutes, tried to contact you and you did not arrive.

9.4 The carrier receives the whole cancellation fee and no-show fee as compensation for the trip and time. Before you cancel, the app always tells you whether and how much you will pay.

9.5 Cancellation by the driver. The driver may cancel the ride. In that case you pay nothing and the platform immediately looks for another driver for you.

9.6 If you think a fee was charged to you wrongly (for example the driver was not at the right place), report it by e-mail to taxi@aesa.sk, stating the ride (date, time, from – to). We will check the fee and, if you are right, refund it.

10. Ride receipt

10.1 After every ride you receive a ride receipt in the app and by e-mail (if you entered an e-mail). The platform prepares the receipt in the name and on behalf of the carrier¹¹ – so the carrier charges you for the ride. If the carrier is a VAT payer, you receive an invoice with VAT; if not, a payment receipt without VAT.

10.2 The receipt shows in particular: number and date, price breakdown, payment method, route with pick-up and arrival times, distance and duration, vehicle with registration plate, the driver's name and the number of their taxi driver card, the carrier's details including the taxi service licence number, and AESA's details as dispatch service operator including the permit number.

10.3 AESA Group, SE confirms the service fee to you with a separate document in its own name (with VAT).

10.4 A business account receives a monthly summary invoice.

11. Ratings

11.1 After the ride you can rate the driver (1–5 stars and tags). The driver can rate you.

11.2 A rating must be true and factual. Insults, threats, discriminatory and vulgar statements, other people's personal data and advertising are prohibited.

11.3 We do not publish comments to other passengers. The driver sees only their average rating and anonymised tags.

11.4 You can report a rating that breaks these terms or the law to taxi@aesa.sk. A person assesses the report and we inform you of the outcome. If we remove or restrict content, we tell the author, with reasons and the option to object¹².

11.5 A driver's rating on its own never automatically leads to their being blocked. A person always decides on restricting an account.

12. Withdrawal from the contract

12.1 Contract of carriage. For a contract for the carriage of persons concluded at a distance, you have no right to withdraw from the contract within 14 days. The rules of the Consumer Protection Act on distance contracts do not apply to a contract for the carriage of persons, except for the duties before sending the order¹³. You can, however, cancel the ride under Article 9.

12.2 Contract with AESA for the use of the platform (registration) is free of charge. You can end it at any time by cancelling your account.

12.3 Service fee. At your first order we ask for your express consent for us to start providing the platform service immediately after you send the order. By giving it you also confirm that you were informed that once the service has been fully provided (brokering and completing the ride) you lose the right to withdraw from the contract for this service¹⁴. The consent also applies to your further orders. If you cancel the ride before a driver is found, you do not pay the service fee.

13. Behaviour during the ride

13.1 Treat the driver and the vehicle with respect. Follow the Community Rules (taxi.aesa.sk/pravne/pravidla-komunity).

13.2 Fasten your seat belt during the ride. Carry children only in the prescribed child seat – if you need one, choose it when ordering.

13.3 Do not smoke, consume alcohol or intoxicating substances in the vehicle, and do not damage it.

13.4 Soiling or damage to the vehicle. If you culpably soil or damage the vehicle, the carrier may claim compensation for the actual damage from you (for example cleaning). The carrier must document the damage (photograph, cleaning receipt). AESA will first notify you of the claim, give you the opportunity to respond and, without your consent or a decision of a competent authority, will deduct nothing from your card.

13.5 The driver may refuse the carriage or end it if you endanger safety, are aggressive or are clearly under the influence of alcohol or drugs. In that case you pay only for the part of the ride actually travelled.

14. Safety

14.1 In the app you will find:

• PIN at boarding – you verify that you are getting into the right vehicle;
• vehicle and driver details – check the registration plate before boarding;
• ride sharing – your loved ones can follow the ride live through a link;
• SOS – the button calls 112 and shows your location;
• contact with the driver – during the ride you see the driver's phone number and they see yours; you can call or send an SMS. Use the number only to get in touch about the ride.

14.2 The safety features help but do not replace emergency services. In danger, always call 112.

14.3 Report any safety incident as soon as possible to taxi@aesa.sk. We handle safety reports as a priority.

15. Claims and complaints

15.1 You can make a claim in particular about: the price and fees, a wrong route, the driver's behaviour, the condition of the vehicle, the payment, the receipt and how the app works.

15.2 How: by e-mail to taxi@aesa.sk (in the app you open it through Account → Help) or on the website taxi.aesa.sk/pomoc. State the ride (date, time, from – to), what happened and what you propose.

15.3 Time limits: submit a claim without undue delay; we recommend within 30 days of the ride – then we can verify the matter reliably. A later claim does not mean we will reject it; your rights expire only by limitation (clause 16.5).

15.4 We confirm receipt of the claim in writing (in the app and by e-mail) as soon as it is submitted. We resolve the claim within 30 days at the latest of its submission. If we reject it, we give you the reasons in writing¹⁵.

15.5 AESA coordinates the claim and resolves it in cooperation with the carrier. The carrier is responsible for the carriage itself. If the claim is justified, we refund the money to the card you paid with.

15.6 Details are in the Claims Procedure (Reklamačný poriadok) (taxi.aesa.sk/pravne/reklamacny-poriadok).

16. Liability

16.1 The carrier must carry you properly and on time and is liable for the carriage under the Civil Code (Občiansky zákonník) and road transport rules, including damage caused by delay and damage to health and to luggage during the carriage¹⁶.

16.2 AESA is responsible for the proper functioning of the platform, the correctness of the price shown, payment processing and handling of claims.

16.3 AESA is not liable for damage caused by the carrier or driver during the carriage, for delays caused by traffic or force majeure, or for short-term unavailability of the platform during maintenance or an outage of third parties (mobile network, maps, payment networks). This does not affect liability that cannot be excluded by contract – in particular for damage to health and for damage caused intentionally or by gross negligence.

16.4 Report items left in the vehicle by e-mail to taxi@aesa.sk, stating the ride (date, time, from – to). We will help you contact the driver. The carrier is responsible for items left behind under general rules.

16.5 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 limitation periods apply to it (as a rule 2 years from the day you learned of the damage and of who is liable for it, at the latest 3 years)¹⁷.

17. Restricting and cancelling an account

17.1 We may restrict or cancel your account if you seriously or repeatedly breach these terms – for example violence, harassment, fraud, repeated no-shows, unpaid rides or abuse of discounts.

17.2 A person decides on the restriction. We will tell you the reason at the latest when the restriction takes effect, and you can object to the decision at taxi@aesa.sk. Another person reviews the objection and we inform you of the outcome. In case of an immediate safety threat we may suspend the account temporarily at once and review the matter afterwards.

18. Advertising in the app

The app may show advertising marked with the word "Advertisement" (Reklama). We do not target advertising based on your personal data, only by zone (city).

19. Referrals and discounts

19.1 If you invite a new passenger and they pay for their first ride by card, you both get a €3 discount on your next ride. The discount is paid for by AESA; the driver receives the full price.

19.2 You can invite at most 10 people a year. One device and one phone number can earn the reward only once. In case of abuse we may withdraw the reward.

19.3 Discount codes (for example at the launch in a new city) apply under the conditions shown with the code in the app. The discount is paid for by AESA; the driver receives the full price.

20. Alternative dispute resolution

20.1 If you are not satisfied with how your claim was handled or you believe we have breached your rights, you can ask us for a remedy at taxi@aesa.sk.

20.2 If we reject your request or do not reply within 30 days of its sending, you can file a proposal for alternative dispute resolution¹⁸. The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava, ars@soi.sk, www.soi.sk. You may also file the proposal with another authorised alternative dispute resolution body if it is competent for your dispute. The proposal must be filed within 1 year of the rejecting reply or of the expiry of the 30-day period.

20.3 You can always also resolve a dispute in court.

21. Changes to the terms

21.1 We may change the terms if the law, an authority's decision, our services or the price list change. We will notify you of the change in the app and by e-mail at least 15 days in advance. A change that is only in your favour, or that is required by law with a shorter period, may apply sooner.

21.2 If you do not agree with the change, you can cancel your account free of charge at any time. If you order a ride after the change takes effect, the new terms apply.

21.3 Every ride is governed by the terms and price valid at the time it is ordered.

22. Governing law and final provisions

22.1 These terms are governed by the law of the Slovak Republic. If you are a consumer habitually resident in another EU state, you do not lose the protection given to you by the provisions of the law of your state that cannot be derogated from by agreement.

22.2 Disputes are decided by the competent courts under general rules; we may sue a consumer only at the court of their place of residence.

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

22.4 If any provision is invalid, the others remain in force. No provision of these terms limits the rights the law gives you as a consumer¹⁹.

22.5 Other documents that form part of these terms: Price List and Terms of Carriage, Claims Procedure, Community Rules. Personal data protection is explained in the Privacy Policy.

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Notes

1. Section 26(4) of Act No. 56/2012 Coll. on Road Transport: dispatch is "brokering of passenger transport services" … "by telephone, a digital platform or in another way". Section 26 is not changed by the amendments effective from 1 December 2026 or from 1 April 2027. ↩

2. Section 28(1) of Act No. 56/2012 Coll. – operating a dispatch service requires a permit to operate a dispatch service or a licence. ↩

3. Articles 11 and 12 of Regulation (EU) 2022/2065 (Digital Services Act) – single points of contact for authorities and for recipients of the service. ↩

4. Sections 760 et seq. of Act No. 40/1964 Coll. Civil Code (contract for the carriage of persons). ↩

5. Section 29(2)(a) and (b) of Act No. 56/2012 Coll. – a dispatch service operator brokers carriage only through taxi service operators and only with vehicles entered in the licence and in the taxi service register. ↩

6. Section 26(8) and Section 29(2)(c) of Act No. 56/2012 Coll. – the dispatch service operator draws up terms of carriage and publishes them on its website. ↩

7. Section 17(4) of Act No. 108/2024 Coll. on Consumer Protection ("order with obligation to pay"); under Section 14(6)(m), Section 17(3) to (6) applies to a contract for the carriage of persons. ↩

8. A specially trained dog under Section 25 of Act No. 447/2008 Coll. on cash allowances to compensate for severe disability. We guarantee carriage at no extra charge by contract. ↩

9. Section 26(6)(b) of Act No. 56/2012 Coll. – the price "agreed before the start of the carriage through a digital platform". ↩

10. When collecting, AESA acts only on behalf of the carrier as the payee and does not hold passengers' money; Stripe, as a licensed payment institution, receives, holds and pays it out. In our assessment this is the activity of an agent acting only on behalf of the payee within the meaning of Section 1(3)(b) of Act No. 492/2009 Coll. on Payment Services. ↩

11. Section 72(6) of Act No. 222/2004 Coll. on Value Added Tax – an invoice may be issued in the name and on behalf of the supplier by a third party. The carrier authorises us to do so in the Terms for Carriers. ↩

12. Articles 16 and 17 of Regulation (EU) 2022/2065 (Digital Services Act) – notice of illegal content and statement of reasons for a restriction. ↩

13. Section 14(6)(m) of Act No. 108/2024 Coll.: the provisions on distance contracts do not apply to a "contract for the carriage of persons except Section 17(3) to (6)"; in line with Article 3(3)(k) of Directive 2011/83/EU. Under Section 17(6), no obligations arise for you if these duties are not met. ↩

14. Section 19(1)(a) of Act No. 108/2024 Coll. – loss of the right of withdrawal after full provision of the service, if its provision began with the consumer's express consent. ↩

15. Section 4(1)(j) and (k) of Act No. 108/2024 Coll. – written confirmation of the notification of a defect in a service and written reasons for rejection. We undertake by contract to keep the 30-day period for resolution. ↩

16. Sections 760, 763(2) and 764(1) of the Civil Code – damage to health and to luggage is assessed under the provisions on liability for damage caused by the operation of means of transport. ↩

17. Section 108 of the Civil Code (rights arising from carriage – 1 year, except compensation for damage in the carriage of persons); Section 106(1) and (2) of the Civil Code (compensation for damage – 2 years from learning of it, at the latest 3 years, 10 years for intentional damage). ↩

18. Section 11(3) of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes (no reply within 30 days is deemed a rejection); Section 13(5)(a) (1-year period); Section 3(2)(c) (Slovak Trade Inspection); Section 5(1)(q) of Act No. 108/2024 Coll. (information duty). The European ODR platform was abolished as of 20 July 2025 by Regulation (EU) 2024/3228, so no link to it is given. ↩

19. Section 53(1) and (5) of the Civil Code – unfair terms in consumer contracts are invalid. ↩