Terms of services customer

General Terms and Conditions

Welcome to sneleentaxi

Thank you for choosing sneleentaxi! We do everything we can to make your journey smooth, safe, and enjoyable.

Here you can read exactly how we make sure your trip is worry-free, and how you can help us achieve that .

These Terms and Conditions apply to the agreement between the consumer (“Customer”) and sneleentaxi B.V. (“sneleentaxi”, “we”, “us”, “the Company”), registered at Atoomweg 63, 3542 AA Utrecht, The Netherlands, and listed with the Chamber of Commerce under number 67175376.

1. What We Do

1.1 Sneleentaxi provides a nationwide online booking platform where customers can book both scheduled rides and instant rides.

The total price is always shown in advance, and rides are carried out as private taxi services by the Carrier, an affiliated taxi company or driver operating via our platform.

1.2 The Carrier performs the ride and is primarily responsible for its execution.

Sneleentaxi is not a carrier and does not provide taxi services itself; instead, we act as a digital booking and mediation service, and remain the Customer’s point of contact for bookings, customer service and mediation.

2. Contact and Customer Service

2.1 The customer service team at sneleentaxi is available seven days a week through multiple channels. By phone from 09:00 to 18:00, and via chat, WhatsApp, and email from 09:00 to 22:00.

2.2 We can be reached by email at support@sneleentaxi.nl, by phone at +31 85 303 6816, and on WhatsApp at +31 85 0044 351.

3. Definitions

Booking: The agreement between the Customer and the Carrier concluded through the sneleentaxi Platform.

Scheduled Ride: A ride booked in advance for a later time.

Instant Ride: A ride to be carried out as soon as possible, usually within three hours after booking.

Customer: The consumer who books a ride through the Platform or uses sneleentaxi’s services.

No-show: When the Customer is not present at the pickup location at the agreed time and no contact is made with the driver.

Platform / Portal: The digital environment (website or app) provided by sneleentaxi for booking, managing and paying for rides.

Ride: The agreed transport service performed by the Carrier at the time, route and rate specified in the Booking.

Carrier: The independent taxi company or driver who performs the ride.

Waiting Time: The period during which the driver waits for the Customer after the agreed pickup time.

4. Applicability and Order of Precedence

4.1 These Terms and Conditions apply to all Bookings placed by the Customer through the sneleentaxi Platform.

4.2 If there are differences or contradictions between documents, the following order of precedence applies: first, these General Terms and Conditions; then, the Booking or price confirmation; and finally, other policy documents of sneleentaxi made available through the Portal. In the event of discrepancies between the Dutch text and a translated version, the Dutch version shall prevail.

4.3 Deviations from these Terms are valid only if explicitly confirmed in writing by sneleentaxi.

5. Use of the Platform

5.1 The Customer guarantees to provide correct and complete information and confirms to be legally authorised to make a Booking.

5.2 Any misuse of the Platform — including but not limited to fictitious bookings, fraud, or causing nuisance — may result in the account being blocked or future bookings refused.

Sneleentaxi also reserves the right to recover any damages incurred and, where applicable, to report such matters to the competent authorities.

5.3 Sneleentaxi may modify the Platform, temporarily suspend it, or change its functionality.

We will do so reasonably and with as little inconvenience to the Customer as possible.

5.4 Login credentials for the Portal are strictly personal and must not be shared with third parties.

The Customer is responsible for all activities carried out through their account.

5.5 The Platform may only be used for booking and managing rides in accordance with these Terms. Any other use — such as commercial exploitation or resale — is not permitted.

5.6 Sneleentaxi strives for uninterrupted availability of the Platform but cannot guarantee it.

Temporary outages, maintenance or technical limitations do not entitle the Customer to compensation.

6. Booking a Ride

6.1 A Booking is concluded once the Customer confirms and pays for the ride in the Portal, and we display or send the booking confirmation.

6.2 Before confirmation, we always show the total price (including taxes and transaction fees) and the key terms (such as waiting time, no-show, and cancellation policy).

6.3 For airport transfers, we request flight details in order to monitor arrivals. Please refer to Article 12 for details.

6.4 Any special requests (for example: child seat, extra luggage, assistance dog, wheelchair) must be indicated during booking. Availability may be limited.

6.5 A return trip (outbound and inbound) is considered two separate rides unless otherwise indicated. If the Customer wishes for the driver to wait for the return trip, that waiting time falls under Article 11.3.

7. Prices

7.1. The price of a ride is calculated based on, among other things, the route, distance, time, vehicle type and current demand. Any price differences or dynamic rates are always shown before the Customer completes the booking.

7.2. For some rides, additional costs may arise that depend on the actual route driven or on rates imposed by third parties, such as toll, ferry or pont fees. These costs cannot always be determined exactly in advance. If such costs apply, only the actual costs incurred will be charged without markup and must be paid directly in the taxi during the ride, unless sneleentaxi expressly states otherwise.

7.3. For customers who wish to book a taxi with the TX quality mark, this is possible for a surcharge that is visible during booking. The option and availability are indicated during booking.

7.4. If there is a pricing error that is clearly incorrect for the average customer, sneleentaxi may correct this by offering a reasonable solution, such as free cancellation or rebooking.

8. Payment

8.1. Payments are primarily processed via the Portal. Cash payments in the vehicle are not permitted, unless sneleentaxi has given prior approval or this occurs in situations as referred to in article 11.3 or comparable cases.

8.2. Any additional amounts payable to the Carrier, such as waiting time charges, are handled in accordance with article 11.3.

8.3. In the event of failed or reversed payments, the Customer remains liable for the ride price.

9.1 Changes or cancellation

9.1. Scheduled rides can be cancelled free of charge up to three hours before the pickup time, provided the cancellation is submitted and confirmed via the Portal.

9.2. In the event of cancellations within three hours before the pickup time, no refund will be given, as the ride has already been scheduled and costs are associated with deployment and reservation.

9.3. For instant rides, a booked ride can no longer be cancelled once it has been assigned to a Carrier.

9.4. For return trips, the outbound and return journeys are separate Bookings. Cancellation of one ride does not affect the other, which must be cancelled separately if required.

10. Right of withdrawal

10.1. The statutory right of withdrawal for online purchases (the 14 day cooling off period) does not apply to agreements relating to passenger transport with a fixed time of performance, such as booked taxi rides. This is stipulated in article 6:230p subsection d of the Dutch Civil Code.

10.2. A booked ride therefore cannot be cancelled free of charge on the basis of the 14 day withdrawal scheme. Instead, the cancellation policy as described in article 9 of these terms and conditions applies.

10.3. If sneleentaxi is unable to perform a ride or must cancel it, the Customer naturally retains the right to a refund or a reasonable solution, in accordance with articles 16 and 17 of these terms and conditions.

11. Waiting time and no show

11.1. The standard waiting time is ten minutes for regular rides and is calculated from the booked pickup time. Different rules may apply for airport rides, as described in article 12.1.

11.2. If the Customer does not appear at the agreed location within the waiting time, this is considered a no show, regardless of whether contact has taken place by phone or otherwise. In that case, the Carrier may terminate the ride and the full ride costs will be charged, with no right to a refund.

11.3. If the driver decides, at the request of the Customer or passenger, to wait after the waiting time has expired, a waiting fee of ten euros per ten minutes may apply. This amount is calculated per ten minutes and each commenced period is considered fully payable. Payment of the waiting fee takes place directly with the driver in the taxi.

11.4. If the Customer contacts the driver shortly after a no show and the ride can still be carried out, the driver may, solely at their own discretion and subject to availability, decide to perform the ride after all. In that case, an additional fee for waiting time or a changed route may apply.

11.5. The Customer must immediately contact sneleentaxi if the driver cannot be reached, is late or does not appear. A suitable solution is only possible if we are informed in time. If the Customer fails to do so and sneleentaxi therefore has not had a reasonable opportunity to arrange recovery or replacement transport, this may affect the right to a refund or support.

12. Airport rides

12.1. For airport rides, you can link your ride to current flight data by providing a valid flight number during booking. The driver actively monitors the current flight status based on this flight number, insofar as the flight data is publicly available. After the originally scheduled pickup time, a standard waiting time of twenty minutes applies. If you do not link your flight to your ride, no rights can be derived from flight information in the event of delays.

12.2. After expiry of the standard waiting time of twenty minutes following the scheduled pickup time, the driver has the right to terminate the ride. If the arrival of the flight is delayed, the pickup time will be adjusted to the actual arrival time of the flight based on the available flight information. After this adjusted pickup time, a standard waiting time of twenty minutes applies again.

13. Luggage and child seats

13.1. Standard suitcases, hand luggage and larger or non standard luggage are permitted, provided these have been indicated in advance by the Customer and accepted by the Carrier. If the luggage offered deviates from what was stated in the Booking and the ride therefore cannot be carried out responsibly or in accordance with safety instructions, the Carrier may refuse or cancel the ride. Any resulting consequences, such as cancellation costs or no show charges, shall in that case be borne by the Customer.

13.2. Taxis are legally exempt from the child seat obligation. Most vehicles do not have child seats available. If a child seat is required, the Customer can indicate this during the Booking. We will pass this request on to the Carrier, but cannot guarantee availability.

14. Events and exceptional circumstances

14.1. During major events, traffic diversions, extreme weather conditions, government measures or other situations involving increased traffic pressure or limited accessibility, additional conditions may apply. These will be communicated in advance during booking or, if that is not possible, as soon as possible thereafter.

14.2. It may occur that the driver cannot directly reach the original pickup or drop off location. In that case, an alternative location as close as possible within reasonable walking distance will be agreed upon in consultation.

14.3. For rides taking place during or around such circumstances, a different cancellation period may apply, for example when drivers must plan or reserve their rides earlier. If applicable, the relevant period will be stated during booking or as soon as possible thereafter.

14.4. During or around these circumstances, additional costs may arise due to exceptional traffic congestion, waiting time, detours or parking costs. These costs will be communicated in advance or, if that is not reasonably possible, as soon as possible thereafter. This will be done via the Portal or via the driver.

14.5. During the agreed pickup time, the Customer is required to be reachable at the provided phone number so that the driver can locate them. Being unreachable may be considered a no show in accordance with article 11.2.

15. Carrier performance and vehicle category

15.1. Carriers operating via our Platform hold valid licences and insurance policies. We verify this upon admission of a driver and periodically thereafter.

15.2. We assess performance (including punctuality and complaint ratio) and may suspend or exclude Carriers in the event of repeated shortcomings.

15.3. Drivers may refuse or terminate a ride if there is a substantiated unsafe or unlawful situation. Any costs resulting from this shall be borne by the Customer.

15.4. The Customer can choose between standard, luxury, electric or taxi van transport. Taxi vans include vehicles with five to eight seats. The vehicle displayed in the Portal is illustrative. The actual vehicle type may differ within the booked category.

16. Force majeure

16.1. Force majeure includes events beyond reasonable control, such as extreme weather conditions, large scale traffic disruptions, strikes, government measures or IT failures.

16.2. In the event of force majeure on the part of the Carrier or sneleentaxi, the ride will be cancelled free of charge and the Customer will be given the choice of (a) a full refund or (b) a voucher with the same value.

17. Liability of sneleentaxi (platform service)

17.1. Sneleentaxi is only liable for direct damage suffered by the Customer that is the direct result of an attributable failure in the performance of the platform and booking service, and will act with the care expected of a diligent service provider (article 7:401 Dutch Civil Code).

17.2. Sneleentaxi is not liable for damage that is wholly or partly the result of incorrect or incomplete information provided by the Customer. If deviations make performance impossible or unsafe, the Carrier may refuse or cancel the ride without sneleentaxi being liable.

17.3. Sneleentaxi is in principle not liable for indirect damage or consequential damage, including but not limited to missed flights, connections, hotel or accommodation costs, replacement transport, parking costs or lost holiday days.

17.4. Sneleentaxi is not liable for damage resulting from force majeure situations as referred to in article 16.

17.5. To the extent that sneleentaxi is nevertheless liable under mandatory law, compensation will be determined according to standards of reasonableness and fairness and in proportion to the price of the relevant Booking, unless the damage relates to death, personal injury or intent or deliberate recklessness on the part of sneleentaxi.

17.6. If and insofar as sneleentaxi’s liability is covered by insurance, sneleentaxi shall only be liable up to the amount actually paid out by the insurer, increased by any deductible borne by sneleentaxi under the policy terms.

18. Liability of the Carrier and other provisions

18.1. The performance of the ride is carried out by an external Carrier. The transport agreement is concluded between the Customer and the Carrier. The Carrier is primarily liable for damage during or as a result of the ride. Sneleentaxi is not a carrier and is not liable for shortcomings in the performance of the transport.

18.2. The Customer must, insofar as reasonable, be able to demonstrate that sneleentaxi has failed in the performance of the platform or booking service.

18.3. If and insofar as a court or dispute resolution body awards compensation, this may be mitigated pursuant to article 6:109 Dutch Civil Code if granting full compensation would lead to manifestly unacceptable consequences.

18.4. This liability arrangement does not affect statutory consumer rights.

18.5. The Customer is liable for damage, contamination or repair costs resulting from their actions or omissions, including soiling the vehicle or damaging the property of the driver or Carrier.

19. Complaints and assistance

19.1. We do our utmost to ensure that every ride is pleasant. If you nevertheless have a complaint, question or problem, please report it as soon as possible and preferably within ten days after the ride via the Portal or via support@sneleentaxi.nl.

19.2. Complaints submitted at a later stage may still be handled, but only insofar as the necessary data or evidence is still available. After expiry of the period mentioned in paragraph 1, sneleentaxi cannot guarantee that a complaint can be fully investigated.

19.3. We endeavour to respond within five working days and aim to provide a solution within fourteen days.

19.4. If you have forgotten something in the taxi, please contact the driver immediately via the phone number shown in your ride confirmation. If that is not possible, contact sneleentaxi as soon as possible via the Portal or email so that we can make a note and contact the relevant Carrier. Sneleentaxi mediates free of charge in retrieving lost items, but cannot guarantee that items will be found or returned.

19.5. All reports and complaints are used to structurally improve our services and the performance of Carriers.

20. Data protection

20.1. We handle personal data with care. This data is processed to carry out rides, provide customer service, prevent fraud and keep our services safe and reliable. For marketing activities or tracking cookies, we only process data with consent.

20.2. Customers have the right to access, correct or delete their data, object to processing and have their data transferred. The timeframes and procedures for this are explained in our privacy statement.

20.3. Carriers only receive the data necessary to properly perform a ride. Sneleentaxi and the Carriers are jointly responsible for careful handling of this data. Our privacy statement explains how this is arranged and which agreements apply.

20.4. We always request prior consent for tracking cookies and provide an easy way to adjust or withdraw this choice.

20.5. We secure personal data with care and take appropriate technical and organisational measures to prevent misuse, loss and unauthorised access. Sneleentaxi operates in accordance with the international standards ISO 27001 and ISO 9001, which structurally safeguard information security and quality within our organisation. We never process more data than is necessary for the purpose for which it was collected.

20.6. In the event of a security incident or data breach, sneleentaxi will inform the Customer without delay and, where necessary, cooperate in limiting the consequences and complying with statutory notification obligations.

21. Intellectual property

21.1. All rights to the Platform, texts, logos and other content are vested in sneleentaxi or its licensors.

21.2. The Customer is granted a non exclusive, revocable licence to use the Platform for booking rides.

22. Digital intermediary

22.1. As an online intermediary, we provide a reporting point for reporting unlawful content or abuse on the Platform (for example fraud, abuse, discrimination). We assess such reports and take appropriate measures.

23. Amendment of these terms and conditions

23.1. Sneleentaxi may amend these terms and conditions in the future. In the event of material changes, Customers will be informed in a timely manner via email or the Portal.

23.2. Amended terms and conditions take effect at the time of publication via the Portal, unless stated otherwise. For rides already booked, the version applicable at the time of booking remains in force, except where the amendment is legally required and is more favourable or neutral for the Customer.

24. Assignment

24.1. Sneleentaxi may assign its rights and obligations under these terms and conditions to a group company or in the event of a transfer of all or part of the business, provided that the rights of the Customer are not thereby restricted. In that case, the rights and obligations of the Customer remain unchanged.

24.2. The Customer may not assign their rights and obligations under these terms and conditions without prior written consent from sneleentaxi, unless permitted under mandatory law.

25. Severability

25.1. If any provision of these terms and conditions is wholly or partially null and void or voidable, the remaining provisions shall remain in full force and effect. Sneleentaxi and the Customer will in that case consult with each other to replace the relevant provision with a valid provision that, as far as possible, has the same purpose and intent.

26. Disputes and applicable law

26.1. This agreement and the rights and obligations arising from it are exclusively governed by Dutch law.

26.2. A dispute will only be considered after the internal complaints procedure of sneleentaxi has been fully completed.

26.3. Insofar as the Customer is a consumer, pursuant to the Brussels I bis Regulation, sneleentaxi may only summon a consumer before the court of the consumer’s place of residence. The consumer may summon sneleentaxi before the court of their own place of residence or before the competent court in the place of establishment of sneleentaxi.

26.4. Insofar as the Customer acts in the exercise of a profession or business (non consumer), the court in the place of establishment of sneleentaxi shall have exclusive jurisdiction.

Closing Statement

We want every journey with sneleentaxi to be pleasant and worry-free. Convenience, reliability and personal care for the traveller are at the heart of what we do. Together with the carriers and our dedicated team behind the scenes, we work every day to ensure you can travel with peace of mind.

We truly appreciate your choice and wish you a safe and enjoyable ride.

Team sneleentaxi