Terms & Conditions

I.Information about ONE

1. “Taxi-1-2009” Ltd, UIC (EIK) 201738798, with its registered office and address of management at 214 Vasil Levski Str., Plovdiv, hereinafter referred to as “ONE”, operates the website taxi1.bg and organises the receipt, processing and allocation of requests through digital channels and a telephone centre.

2. The specific taxi transport or other requested service is performed by the relevant driver/carrier who accepts the request and bears the obligations imposed on them by law. ONE is responsible for its own actions relating to the platform and dispatching and does not limit any rights of the client which cannot be excluded by law.

II.Definitions

1. “Platform” means taxi1.bg, One App and ONE’s official channels for requests, including telephone, e-mail, chat, Viber/WhatsApp and other announced channels.

2. “Client” means a natural person or legal entity who submits a request. “Passenger” means the person who actually travels or uses the service.

3. “Request” means a request for a ride, transfer or special service, with an address, time, contact details and other parameters.

4. “Official channel” means a channel of ONE through which the request is registered in the system. A personal arrangement with a driver outside these channels is not a request to ONE.

5. “Room Service” means a service for the collection, purchase and/or delivery of specifically indicated goods from an independent trader, as instructed by the client.

6. “Drink & Drive” means a service in which an approved driver drives the client’s vehicle to the confirmed destination.

III.Submission, Confirmation and Communication

1. The client provides the data necessary for the request – address/pick-up point, destination or purpose, date/time, contact telephone number, number of passengers/luggage and special requirements, where relevant.

2. ONE confirms the request when a suitable vehicle/driver is available. An unconfirmed request does not give rise to an obligation of performance.

2.1. Where the request contains a special requirement, ONE may offer it only to drivers who have activated the relevant filter in advance and meet the necessary conditions. Examples include Room Service, Drink & Drive, transport of pets, acceptance of card/POS terminal payments, availability of a vignette and other practical characteristics.

2.2. The activation of such a filter by the driver does not guarantee availability. ONE confirms the request only when there is a suitable driver who meets the applicable criteria at the time of the request.

3. For the performance of a specific request, ONE may provide the telephone number of the client or the recipient to the assigned driver where this is necessary for locating an address, coordination, delays, an out-of-town request, Room Service or other practical communication.

4. ONE requires the driver to use the number only for the current request, not to use it for personal purposes, advertising or future direct arrangements, and not to disclose it.

5. Where the request is made for another person, the Client declares that they are entitled to provide the necessary data and should inform that person of the request and of the relevant privacy information.

6. Incoming and outgoing calls with the dispatch centre are recorded. The recordings are used for complaints and disputes, safety, quality control, verification of the dispatchers’ work and, where necessary, for provision to the competent authorities where there is a legal basis. Details of the retention periods, recipients and rights are set out in the Privacy Policy. The Client should also be informed of the recording at the start of the telephone call.

IV.Future Trips and Direct Arrangements with a Driver

1. Subsequent trips with a driver whom the client has met through ONE shall be requested again through an official channel of ONE. This ensures a history, traceability, logistical allocation and the possibility of assistance.

2. The client should not insist that the driver bypass the platform, offer a “direct” price or book a future ride outside the system. Drivers are instructed to refer such requests to ONE.

3. If a client and a driver, on their own initiative, agree on and carry out a future trip outside the official channels, it shall not be deemed a request to ONE. ONE may have no information about the time, addresses, route, price, actual performance or the driver, and cannot ensure the standard dispatch traceability and history. This does not exclude any liability which the law imposes directly on the actual driver/carrier or on ONE for its own action.

V.Professional Conduct and Personal Boundaries

1. Service under the ONE brand must be professional. The driver has no right to use their access to a client/passenger for romantic or sexual advances, requests for a personal telephone number or social media profile for purposes unrelated to the service, invitations to meet, intimate comments or unwanted personal contact after the service has been completed.

2. With minor and underage passengers, communication must be strictly professional. If a client experiences unwanted personal/sexual conduct, it is advisable to preserve the evidence and report it to ONE; in the event of immediate risk or indications of a criminal offence – also to the competent authorities.

VI.Prices and Payment

1. For standard taxi transport, the price is determined according to the lawfully announced tariff and the reading of the taximeter, except where the applicable law and the confirmed service provide for a different model.

2. For a pre-confirmed transfer or special service with a separate/fixed price, the terms confirmed for the specific request apply. A change in the parameters may change the price after the client has been notified.

3. The client should not negotiate an unofficial price outside the registered request.

VII.ROOM SERVICE – Purchases and Deliveries

1. Room Service is available 24/7, subject to the availability of a suitable driver, for the Municipality of Plovdiv and those settlements within the municipality for which the dispatch centre confirms performance. The request is offered only to drivers who have voluntarily activated the “Room Service” filter. The service may include collection of ready-made food/an order, purchase of goods from a shop or pharmacy, flowers, a gift or other lawful goods.

2. ONE is not the seller of the goods purchased and gives no guarantees as to quality, availability, conformity, manufacturer, expiry date or other characteristics for which the independent trader is responsible, except where the problem arises from ONE’s own action.

3. The client must give a sufficiently precise description of the goods, quantity/size/brand where relevant, an approximate budget, a delivery/payment address and contact details. If the goods are unavailable, the driver purchases a substitute only with the client’s express consent.

4. Where the driver pays for the purchase with their own funds, they may request advance payment/a deposit or additional confirmation and may decline the request. The client reimburses the documented value of the purchase separately from the price of the service. ONE does not guarantee the driver’s personal funds where it has not assumed the payment through its own payment system.

5. The driver hands over to the client the original cash receipt/document from the trader and issues the applicable document for the service. For protection in the event of a dispute, the driver may keep a photograph of the receipts for a limited period.

6. For a standard Room Service request, where the confirmed model is charging by taximeter, the taximeter is switched on when the driver arrives at the first collection/purchase location and remains switched on until the final delivery/payment address. For a non-standard, high-value or sensitive request, the important terms and the method of charging are agreed before commencement.

7. Alcohol, tobacco products and other age-restricted goods are supplied only where this is lawful. The person placing the order and the recipient must meet the applicable age requirement; in case of doubt, the driver may request an identity document and refuse the handover. The client bears the risk of proven costs incurred before it becomes clear that a lawful handover is impossible, unless the cause is attributable to the fault of the driver/ONE.

8. With respect to pharmacy products, ONE does not provide medical advice. The client must specify the exact product; the driver does not make a diagnosis, does not offer treatment and does not substitute a product without express confirmation. Prescription products are handled only if the law and the pharmacy permit the specific method of collection and the necessary documents/authorisation are in place; the driver may refuse.

9. Requests for illegal, prohibited or obviously dangerous goods are not performed.

10. Where the recipient is different from the person placing the order, the driver uses the recipient’s data only for the delivery and does not disclose the identity of the person placing the order, unless the client has expressly instructed so.

VIII.DRINK & DRIVE

1. For Drink & Drive, ONE offers the request only to drivers who have voluntarily activated the “Drink & Drive” filter and have been approved in advance according to the applicable experience and safety criteria. The approved driver drives the client’s vehicle to the confirmed address. After completion, the driver arranges their own return without any additional commitment on the part of the client, unless expressly agreed otherwise.

2. The current price and terms of the service are published on taxi1.bg. Before commencement, the driver checks the current terms on the website and confirms them for the specific request. After confirmation, the price for that request does not change merely because the website is updated later.

3. The client declares that they are entitled to hand over the vehicle to be driven and that they are not aware of any legal, technical or insurance restriction that makes driving it impermissible. The client should provide the keys, the necessary documents and sufficient fuel/charge for the route.

4. Before departure, the driver may carry out a brief inspection and take a limited set of photographs of the vehicle, the visible damage and the dashboard/mileage/fuel level, in order to reduce the risk of a dispute. The photographs are used only for the performance and proof of the service and are processed in accordance with the Privacy Policy. If a reasonable inspection is refused, the driver may refuse the service.

5. The driver may refuse in the event of an obvious defect, a warning indicator, lack of/doubt as to the right of use, a vehicle or modification outside their competence, dangerous conditions, aggression, pressure to break the law or another justified safety reason.

6. ONE does not guarantee how voluntary insurance/Casco (comprehensive motor insurance) will treat the specific case. This does not release the driver from their responsibility to drive lawfully and carefully.

IX.Changes, Cancellation, No-Show and Delay

1. Changes to and cancellation of a request are made through ONE. The client notifies ONE immediately of any changes that affect performance.

2. When the vehicle arrives at the requested address, the driver marks “Arrived at the address”. The system notifies the client by means of a system call that the vehicle is on site.

3. From the moment of the system notification, the client has 5 minutes of free waiting time. During these 5 minutes, the taximeter is not started for waiting time.

4. If the client does not appear within 5 minutes, the driver marks “Client missing”, and the dispatcher on duty contacts the client and clarifies whether the request is cancelled or the client wishes paid waiting.

5. In the event of cancellation, the dispatcher cancels the request and releases the driver. Upon express consent to paid waiting, the dispatcher notifies the driver and from that moment the driver switches on the taximeter; the waiting time is charged according to the applicable tariff.

6. If the client appears, the ride continues normally. If the client still does not appear after an additional reasonable time, the driver notifies the dispatcher and the request may be cancelled by the dispatcher.

7. In the event of a temporary technical inability to contact a dispatcher, the driver follows ONE’s internal procedure for documented contact attempts and release from the request.

X.Performance, Safety and Refusal

1. The driver performs the service in compliance with the law, safety requirements and the parameters of the request and may refuse or terminate it in the event of a real risk, aggression, dangerous cargo/luggage, an unlawful request or another legal ground.

XI.Luggage, Pets and Special Requirements

1. Bulky/special luggage, a pet, the need to pay by card, a vignette or any other special requirement shall be requested in advance so that the system can search for a driver with a suitable active filter/characteristic. The client is liable for proven damage and extraordinary soiling caused by them, accompanying persons, luggage or an animal, to the extent permitted by law.

XII.Children and Underage Passengers

1. The Platform is used by persons of full legal age. An adult Client may request a service for an underage Passenger and shall provide the necessary accurate data and contact details. The need for a child seat/booster seat shall be stated in advance, where applicable.

XIII.Dashcams in Vehicles

1. ONE does not require partner drivers to use a dashcam. Where an individual driver/carrier uses a camera, they must comply with the applicable personal data rules and inform the passenger by means of a visible sign and access to full information.

2. If the camera is a personal system of the driver/carrier and ONE does not determine the purposes and means of recording and has no permanent access to the recordings, ONE does not present itself as the controller of those recordings. If a specific recording is provided to ONE in connection with a complaint/incident, ONE processes the copy received only for the relevant purpose.

XIV.Conduct in the Vehicle and Damage

1. Actions which interfere with driving or create risk are prohibited. Smoking, the use of narcotic substances and aggressive behaviour in the vehicle are prohibited.

XV.Complaints and Evidence

1. In the event of a problem, the client notifies ONE as soon as possible and provides the date, time, route/request, telephone number and a description. ONE may check system data, the audio recording of a dispatch call, an explanation from the driver and, where necessary and lawful, a relevant video recording or photographs.

2. ONE may temporarily restrict a driver’s access to requests in the event of a serious safety report or reputational risk until the case is clarified. ONE does not establish criminal guilt; data on a possible criminal offence are provided to the competent authorities where there is a legal basis.

XVI.Lost Property

1. A client who discovers that an item is missing after a trip should notify ONE as soon as possible and indicate the date/time, the approximate route or addresses, the telephone number/request and a sufficient description of the item and its distinguishing features. Submitting a report does not mean that the item has been found or is in the possession of ONE/the driver.

2. If an item is found, the driver is obliged to notify the dispatch centre, and ONE registers the case in a lost property log. ONE may compare the ride data and the description before confirming that the item is held or disclosing details about it.

3. If the item is still with the driver, the dispatcher coordinates its return. At the client’s request and where the driver is able to do so, the item may be delivered as a traceable service through ONE; where charging by taximeter applies, the client pays for the journey made according to the applicable tariff. If delivery is not possible, the driver hands the item over to ONE’s office within the shortest reasonable time.

4. An item handed over to the office may be collected during working hours after a reasonable verification of identity and ownership. The client describes distinguishing features and, where necessary, presents an identity document for verification. ONE does not copy the document solely for the purpose of handing over the item. Receipt is certified by signature on a handover protocol.

5. ONE may refuse the handover where the person cannot reasonably establish that they are the owner/entitled recipient, or where there is a dispute between several persons. In such a case, the item is kept/handed over in accordance with the applicable law and the instructions of the competent authorities.

6. Where the owner is unknown or cannot be identified, or the item remains unclaimed, ONE applies the statutory regime for found property and may hand the item over to the competent municipal service or another competent authority. ONE does not assume any obligation of indefinite private storage.

7. ONE and the driver do not guarantee the finding or return of an item which the client claims to have left in the vehicle. This does not limit liability for a proven culpable act or omission of ONE or of the specific driver/carrier which cannot be excluded by law.

8. The data collected in connection with the report and the handover are used only for identifying the ride and the item, contact, proof of the handover, resolution of disputes and compliance with legal obligations in accordance with the Privacy Policy.

XVII.Personal Data

1. ONE processes personal data for the purposes of receiving and performing requests, communication, security, complaint resolution, quality control and management of the service, where there is an applicable legal basis.

1.1. Where necessary, the parameters of the request are matched against profile filters and operational characteristics of drivers in order to offer the request only to suitable drivers.

2. Data about a specific request may be provided to the assigned driver/carrier to the minimum extent necessary. For Room Service to a third party, this may include the recipient’s name/telephone number/address; for Drink & Drive – data about the vehicle and a limited number of photographs of its condition.

3. For a pharmacy request, ONE and the driver should not require a diagnosis or other medical information where it is not necessary; the client specifies the product and the practical parameters of the request.

4. Detailed information about the recording of dispatch calls, retention periods and rights is set out in the Privacy Policy on taxi1.bg.

XVIII.Final Provisions

1. The current version is published on taxi1.bg and applies to requests submitted after its effective date, unless the law or an already confirmed request requires otherwise.

2. Bulgarian law shall apply to any matters not regulated herein. Nothing in these terms limits any non-waivable rights of consumers.

3. Disputes shall be resolved first through negotiation and, failing that, by the competent court under the general procedure.