Terms and Conditions

These are the Terms and Conditions of Yauheni Ziarnou, with its registered office at Běhounková 2306/11, Prague 13, Postal Code 158 00, Company ID No.: 88204847.

Bank:
Fio banka, a.s.
Na Florenci 2139/2,
Nové Město, 110 00 Prague 1

Bank Account Number: 2601868795 / 2010
IBAN: CZ50 2010 0000 0026 0186 8795
BIC/SWIFT: FIOBCZPPXXX

The customer, whether a natural person or a legal entity, using the services of Yauheni Ziarnou, with its registered office at Běhounková 2306/11, Prague 13, Postal Code 158 00, Company ID No.: 88204847, agrees to these Terms and Conditions in full. By submitting an online order through the Company’s website or otherwise confirming an order, the customer expresses their agreement with these Terms and Conditions, to which the order refers. Acceptance of these Terms and Conditions is a condition for using the Company’s services.

Unless agreed otherwise, all transport services and the mediation thereof are provided exclusively by registered taxi vehicles without a taximeter in accordance with Act No. 115/2020 Coll., on Road Transport.

These Terms and Conditions have been prepared in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code.

The protection of the customer’s personal data is governed by the applicable legal regulations, including the General Data Protection Regulation (GDPR).

1. Basic Terms

1.1. Company

The “Company” means the carrier or transport intermediary Yauheni Ziarnou, with its registered office at Běhounková 2306/11, Prague 13, Postal Code 158 00, Company ID No.: 88204847, which provides or arranges transport and other services under these Terms and Conditions.

1.2. Customer

The “Customer” means a natural person or legal entity using the Company’s services on the basis of an order or contractual relationship and having been acquainted with and accepted these Terms and Conditions.

1.3. Terms and Conditions

These Terms and Conditions govern the conditions under which the Company provides transport or intermediary services to the customer. Express acceptance of these Terms and Conditions is a condition for using the Company’s services.

1.4. Service / Transport

“Service” or “Transport” means the transport or arrangement of transport, travel-related service, or other service provided or arranged by the Company for the customer.

1.5. Driver

The “Driver” means an employee of Yauheni Ziarnou or a contractual driver through whom Yauheni Ziarnou arranges or provides the transport service.

1.6. Customer’s Personal Data

The “Customer’s Personal Data” means personal data provided by the customer to the Company in connection with the order or performance of the Company’s activities.

2. Protection and Processing of Customer’s Personal Data

2.1. Purpose of Personal Data Processing

For the purpose of properly providing services to customers, the Company processes personal data provided by the customer when placing an order or during the performance of the service (for example, transport of persons and luggage). Such data is processed exclusively for the purposes of performing the service, administration, and issuing and archiving accounting and tax documents.

2.2. Consent and Legal Basis

By submitting an order, confirming an order online, or otherwise expressly confirming the service, the customer acknowledges and agrees that the Company may process their personal data to the extent necessary for the performance of the contract, related administration, compliance with legal obligations, and, where applicable, on the basis of the customer’s consent.

2.3. Scope and Duration of Processing

The customer grants the Company express consent to process personal and other data provided when placing an order or during the performance of the service solely for the purpose of proper performance of the ordered service and the necessary related administration, including the issuance and archiving of accounting and tax documents. Personal data shall be processed for the period necessary to provide the service and for the retention period required by applicable legal regulations.

2.4. Sharing Personal Data with Third Parties

The Company is entitled to share the customer’s personal data only with third parties necessary for the provision of the service, in particular with drivers, the payment gateway provider, hosting providers, dispatching services, or analytics services, and only to the extent necessary for the proper provision of the service, related administration, and compliance with legal obligations.

2.5. Limitation of Processing

The Company processes the customer’s personal data only to the extent necessary and in the manner required for the proper performance of the service. The Company does not use such data for other purposes without a valid legal basis or, where required, the customer’s express consent.

2.6. Personal Data Security

The Company implements technical and organisational measures to protect the customer’s personal data against unauthorised access, loss, damage, or misuse.

2.7. Access to Data

Personal data may be accessed only by authorised persons of the Company and third parties involved in providing the service, and only to the extent necessary for the performance of the service or fulfilment of legal obligations.

2.8. Customer’s Acknowledgement

The customer acknowledges that the processing of certain personal data is necessary for the provision of the service and that, without such processing, the Company may be unable to provide the requested service.

2.9. Responsible Person

The Company has designated a responsible person who oversees the proper handling of the customer’s personal data and supervises its security in both electronic and physical form.

2.10. Customer’s Rights

The customer has the right to access their personal data, request rectification, erasure, or restriction of processing, and exercise other rights provided by applicable law.

2.11. Right to Lodge a Complaint

The customer has the right to lodge a complaint with the competent supervisory authority, in particular the Czech Data Protection Authority, if they believe that the processing of their personal data violates applicable legal regulations.

2.12. Liability for Damage

The Company shall be liable for damage caused by a breach of its obligations when handling personal data if such breach is demonstrably proven and the customer’s claim is duly asserted in accordance with applicable law.

3. Warranty, Compensation for Damage, Liability for Damage

3.1. Liability of the Company and Drivers

The driver providing the service may be either an employee of the Company or a contractual partner (independent entrepreneur):

If the driver is an employee of the Company, the Company shall be liable
for damage caused by the driver’s activities in accordance with
applicable law.
If the driver is a contractual partner, such driver shall be directly
liable for damage caused by their own activities.

However, the Company shall supervise the complaint handling process, actively communicate with the driver, and oversee the fair resolution of the customer’s complaint. The customer does not need to contact the driver directly; the Company shall provide reasonable assistance to ensure a smooth complaint process.

3.2. Exclusions from Compensation for Damage

The customer acknowledges that entitlement to compensation for damage does not arise in the following cases, unless applicable law provides otherwise:

3.2.1. Force Majeure

The transport was delayed or damage arose due to force majeure (for example, natural disaster, adverse weather, a traffic accident not caused by the Company’s driver or contractual driver, traffic congestion, or intervention by public authorities).

3.2.2. Customer’s Error

The transport was delayed or damage arose due to the conduct of the customer or another client (for example, failure to appear for pick-up or incorrectly completed order details).

3.2.3. Acts of Third Parties

The damage arose as a result of the conduct of a third party, animal, or another driver who is neither an employee nor a contractual partner of the Company.

3.2.4. Necessary Manoeuvres

The damage arose as a result of a manoeuvre necessarily performed by the driver to prevent greater damage (for example, sudden braking, skidding, or an evasive manoeuvre). Unless proven otherwise, such manoeuvre shall be deemed necessary.

3.2.5. Customer’s Omission

The damage arose due to the customer’s omission (for example, failure to load or unload luggage, or the loss of small personal items or cash during transport).

3.2.6. Incorrect Pick-Up Time

The damage arose as a result of an incorrectly chosen pick-up time.

The list of exclusions ends here.

3.3. Limitation of the Company’s Liability

The Company’s liability for damage arising in connection with the late
dispatch or late arrival of the vehicle is limited to the maximum amount
of the agreed transport price. This amount represents liquidated
compensation for standard situations.
Damage arising outside the scope of late dispatch or late arrival of the
vehicle (for example, damage to luggage, more substantial property
damage, or bodily injury) shall be addressed in accordance with
applicable law, in particular through insurance, the liability of the
contractual driver, or individual compensation.
Any damage must be demonstrably substantiated and claimed without undue
delay in the form of a complaint.

This limitation shall not apply where liability cannot be excluded or limited under applicable law.

3.4. Acceptance of the Limitation of Liability

The customer expressly acknowledges that the limitation of the Company’s
liability up to the price of the transport constitutes an appropriate
and customary limitation of compensation for standard cases.
If the customer does not agree with these terms, the contract for the
service should not be concluded.

4. Determination of Pick-Up Time

4.1. Customer’s Responsibility to Set a Sufficient Pick-Up Time

The customer expressly acknowledges that they are required to set the departure time, i.e. the pick-up time for transport, with sufficient time in advance (for example, before a flight, boarding time, etc.), including a minimum reserve of 30 minutes in case of delay caused by force majeure, adverse traffic conditions, road closures, accidents, traffic congestion, or other operational restrictions.

4.2. Consequences of Insufficient Time Reserve

If the client or customer fails to comply with the above limits and reserves when setting the pick-up time and, as a result, suffers damage, they shall not be entitled to compensation from the Company to the extent permitted by applicable law.

5. Methods of Ordering

5.1. Placing Orders and Contract Formation

All services are provided on the basis of orders placed by the customer or another client (hotel, travel agency, tour organiser, etc.). Orders may only be placed online via the website. The contract under which services are provided to the customer is concluded by the binding confirmation of the order by the Company. An order confirmation generated via the website and confirmed by email shall be deemed binding. A confirmation of receipt of the order into the system shall not be deemed binding until confirmed by the Company. The customer is also informed that the Company’s services may be used only after acceptance of these Terms and Conditions.

5.2. Binding Nature of Confirmed Orders

An order confirmed by the Company (or any confirmed part thereof) shall be deemed binding on both parties unless the conditions agreed at the time of confirmation are breached. The essential particulars include in particular the content of the order (accurate specification of the transport and number of persons), the transport price, the payment method, acceptance of the Terms and Conditions, including in particular the maximum amount of liquidated damages and limitation of liability for damage, and the time of performance.

6. Payment

6.1. Payment by Card

Payment by card is made online through a secure payment gateway.

Payment may be made by debit or credit card in EUR, unless stated otherwise. The payment transaction is processed by the payment gateway provider, and the Company does not come into contact with the customer’s sensitive payment data (especially payment card details).

After successful payment, the customer shall receive confirmation of payment. In the event of an unsuccessful transaction, the payment shall not be deemed completed and the Company shall be entitled to request another method of payment or cancel the order.

6.2. Payment by Bank Transfer

Payment by bank transfer is possible only upon prior agreement with the Company. The Company is entitled to request payment of a pro forma invoice before the service is provided; otherwise, the Company is entitled to cancel the order.

6.3. Payment Obligation

The Company is entitled to require:

full payment of the service price in advance, or
a partial deposit with the remaining amount payable on site.

The selected payment method is always indicated during the order process and is binding on the customer.

7. Tax Document and Payment Confirmation

7.1. Confirmation of Advance Payment

For payments made online via the Company’s website, the customer shall receive confirmation of the received advance payment for the ordered service.

7.2. Final Invoice Issued by the Company

The final tax document (invoice) for the full amount of the service shall always be issued by the Company as soon as possible, no later than within 24 hours after completion of the service, and shall be sent to the customer’s email address provided in the order form.

7.3. Driver’s Receipt for Additional Payment

If the customer pays the remaining amount to the driver, the driver may issue a receipt confirming receipt of payment upon request.

7.4. Tax Documents for Bank Transfer Payments

If the customer pays for the service by bank transfer, the Company shall issue a tax document and the price stated on the invoice shall include VAT, where applicable. All payments made in connection with the service are final, subject to the cancellation and refund conditions set out herein and applicable law.

8. Reservation Changes, Cancellation Conditions, and Waiting Times

8.1. Division of Transfers

The Company distinguishes orders according to price:

Transfers up to EUR 150
Transfers above EUR 150

8.2. Transfers up to EUR 150

Change of Reservation

The customer may change their reservation by sending an email to info@24pickup.com as soon as possible to ensure availability, but no later than 4 hours before the pick-up time. If the change is made less than 4 hours in advance, the Company will try to accommodate it depending on the current situation and available capacity.

Waiting Times

Airport: the driver waits 60 minutes from the aircraft
landing time or from the order time, whichever occurs later.
Train/Bus Station: 30 minutes from the arrival time of
the train or bus or from the order time, whichever occurs later.
Other Addresses (hotel, office, home): 15 minutes from
the agreed time.

If the customer wishes to extend the waiting time, they must contact the driver sufficiently in advance. The driver will make reasonable efforts to accommodate the request; however, due to other bookings, an extension cannot be guaranteed.

If the customer fails to meet these conditions, the Company may cancel the booking and withdraw from the contract without liability for damage to the customer to the extent permitted by applicable law. If the transport has already been paid for, the amount paid may be treated as liquidated damages reflecting the Company’s reasonable costs and losses caused by the non-performance of the transport.

Cancellation Conditions

Cancellation more than 12 hours before pick-up: fee 0%
Cancellation within 12 hours before pick-up: cancellation fee 50%
Cancellation less than 4 hours before pick-up: cancellation fee 100%

If the customer fails to meet the cancellation conditions, the paid amount may be treated as liquidated damages reflecting the Company’s reasonable costs and losses caused by the late cancellation or non-performance of the service.

8.3. Transfers above EUR 150

Change of Reservation

The customer may change their reservation by sending an email to info@24pickup.com as soon as possible in order to ensure availability. If the change is made shortly before pick-up, the Company will try to accommodate it depending on the current situation and available capacity.

Waiting Times

Airport: the driver waits free of charge for 120
minutes from the aircraft landing time or from the order time, whichever
occurs later.
Train/Bus Station: 60 minutes from the arrival time of
the train or bus or from the order time, whichever occurs later.
Other Addresses (hotel, office, home): 30 minutes from
the agreed time.

Cancellation Conditions

Cancellation more than 12 hours before pick-up: fee 0%
Cancellation within 12 hours before pick-up: cancellation fee 50%
Cancellation less than 4 hours before pick-up: cancellation fee 100%

9. Payment Terms, Deposits, and Cancellation Conditions

9.1. Division of Payments According to Order Value

The Company distinguishes orders according to their total price:

up to EUR 150
above EUR 150

9.2. Payment Terms for Orders up to EUR 150

For orders up to EUR 150, full payment in advance is generally required.

9.3. Payment Terms for Orders above EUR 150

For orders above EUR 150, the Company may require:

a deposit of 25% of the total service price, or
full payment in advance.

The method of payment is determined by the Company or selected by the customer during the order process.

9.4. Payment of the Balance

In the case of a deposit payment (25%), the customer is obliged to pay the remaining part of the price (75%) before the start of the transport or immediately after completion of the transport, unless agreed otherwise. The balance may be paid to the driver in cash or by card. Upon request, the driver may issue a receipt confirming receipt of payment; however, the final tax document (invoice) for the full amount is always issued by the Company and sent to the customer by email as soon as possible, no later than within 24 hours after completion of the service.

9.5. Relation of Deposits to Cancellation Conditions

All amounts paid, including deposits, are subject to the cancellation conditions set out in Section 8 of these Terms and Conditions.

9.6. Liquidated Damages

In the cases referred to in Section 8 where the Company becomes entitled to a cancellation fee, the amount paid, or part thereof, may be treated as liquidated damages reflecting the Company’s reasonable costs and losses.

9.7. Customer No-Show

If the customer fails to appear at the agreed pick-up location at the specified time without prior notice, the service shall be deemed chargeable in full for billing purposes. The customer shall not be entitled to a refund of any amount already paid.

If only a deposit (25%) has been paid, the Company shall be entitled to retain such deposit as payment for the reserved service. If the full amount (100%) has been paid, such payment shall remain with the Company as full payment for the reserved service. No additional amounts shall be charged to the customer.

9.8. Failure to Use the Service

If the service cannot be provided due to reasons attributable to the customer, in particular as a result of:

incorrectly provided information,
the customer being unavailable, or
failure to provide necessary cooperation,

the service shall be deemed chargeable in full for billing purposes and the customer shall not be entitled to a refund.

9.9. Proof of Driver’s Presence

For the purpose of demonstrating fulfilment of obligations, the driver may, in the event of the customer’s failure to appear, record their presence at the pick-up location, in particular in the form of:

a photograph of the pick-up location,
a time record, or
other reasonable evidence.

Such records may be used as evidence in the event of a dispute.

10. Refund of Funds

10.1. Method and Time Limit for Refunds

If the customer cancels a prepaid online service and is entitled to a refund, the funds will be automatically returned to the card or account used to pay for the order no later than within 7 days from the date the refund entitlement arose. Otherwise, any refund requests must be made within 30 days in writing or by email to the Company’s address or correspondence address. After expiry of this period, the customer shall no longer be entitled to a refund, unless applicable law provides otherwise.

11. Compensation for Damage, Maximum Contractual Penalty

11.1. Time Limit and Maximum Amount of Compensation Claims

Claims for compensation for damage must be made within 30 days in writing or by email to the Company’s address or correspondence address. After expiry of this period, the customer shall no longer be entitled to assert the claim or any related claim for compensation, including any claim for liquidated damages, unless applicable law provides otherwise. However, any complaint raised by the customer will still be duly reviewed. Compensation for damage caused or inconvenience suffered is limited to the maximum amount corresponding to the price of the individual reservation, except where such limitation is not permitted by applicable law.

11.2. Exceptions to Compensation for Damage

An exception to compensation for damage applies in cases where, for logistical reasons, a replacement vehicle of a similar type or the same vehicle in a different colour is provided, as well as in situations where the damage is caused by an external force beyond the carrier’s control, such as natural disasters or similar circumstances.

12. Complaints and Payment of Liquidated Damages

12.1. Complaint Procedure and Time Limit for Resolution

Each complaint shall be governed by this complaint procedure. If the customer wishes to assert a claim for compensation, they must inform the Company of the situation without undue delay by email at info@24pickup.com. If the issue is not resolved immediately or to the required extent, the customer shall inform the Company by email or in writing and provide all details of the complaint. The complaint will then be investigated as soon as possible, usually within several days, but no later than within 30 days of receipt of the complaint.

12.2. Contact Details for Complaints and Claims

All necessary contact details of the Company for the purpose of submitting a complaint or asserting a claim for liquidated damages or compensation can be found by the customer in the order or transport contract. Alternatively, such contact details may be displayed visibly in the vehicle or communicated to the customer by the relevant driver.

12.3. Complaints Concerning Personal Data Processing

In the event of a breach of the Company’s obligations in the handling, storage, or use of the customer’s personal data, the customer is entitled to lodge a complaint regarding the Company’s conduct in this matter. The customer shall send the complaint to the Company’s postal address or email address, and the Company shall review and investigate the complaint and adopt any necessary measures in relation to the complainant and other customers.

13. Customer’s Obligations

13.1. Availability of the Customer at Pick-Up

The customer is obliged to be available at the pick-up time on the telephone number or other contact channel specified in the reservation. If necessary, the driver will contact the customer to clarify the pick-up location or coordinate the transport. If the customer cannot be contacted, the Company shall not be liable for any complications arising from the customer’s unavailability.

13.2. Compliance with Safety Rules and Liability for Damage

During the transport, the customer is obliged to follow the driver’s instructions and, in particular, comply with applicable safety rules. The customer acknowledges that, prior to the start of the transport, they have been acquainted with all relevant circumstances, including safety rules. The customer further undertakes not to damage the carrier’s equipment or transport premises in any way, to maintain their cleanliness, and not to damage the property of other transported persons or disturb them in any way during the transport. In the event of a breach of these obligations, the customer acknowledges their liability for damage caused to the Company, the ordered carrier, or third parties.

13.3. Obligation to Be Ready at the Agreed Pick-Up Time

The customer is also obliged to commence the transport at the agreed pick-up time, unless prevented from doing so by objective circumstances, including the reasons referred to above where applicable.

14. Company’s Obligations

14.1. Vehicle Dispatch and Customer Notification

The Company is obliged to ensure that the vehicle is dispatched to the agreed place and at the agreed time. In the event of any complications, especially delay, traffic conditions, or the impossibility of stopping or parking at the exact place, the driver shall contact the customer sufficiently in advance by phone in order to clarify the next steps.

14.2. Quality of Passenger and Luggage Transport

The Company is obliged to ensure quality transport of persons as well as the transport of luggage.

14.3. Technical Condition, Insurance, and Registration of Vehicles

The transport must be provided using a vehicle in proper technical condition, without mechanical defects, duly insured, including insurance for all passengers and luggage where required, and registered for taxi transport in accordance with the applicable laws of the place where the service is provided.

14.4. Professional Qualifications and Conduct of the Driver

The transport must be provided by a professional driver who is appropriately dressed, sufficiently rested, friendly, and communicative, with at least a basic knowledge of English or another relevant language.

14.5. Parking at the Pick-Up Location

The driver is obliged to park directly at the specified address; however, if the traffic situation or road signs do not allow this, the driver shall park the vehicle at the nearest available place. In the case of airport transfers, the driver shall park at the nearest possible parking area.

14.6. Assistance with Luggage

The driver is obliged to assist the customer with luggage.

14.7. Driver’s Arrival Time at the Pick-Up Location

The driver is obliged to be at the place where the transport begins at the ordered time. If the transport is from the airport, the driver is obliged to be at the place of transport no later than 15 minutes after the aircraft has landed.

14.8. Driver’s Waiting Obligation

The driver is obliged to wait for the customer in accordance with Section 8.

15. Validity of the Terms and Conditions

15.1. Effective Date and Applicable Version of the Terms and Conditions

These Terms and Conditions are valid for an indefinite period from 18 March 2026. In the event of amendments to these Terms and Conditions made by the Company, the version effective at the time of conclusion of the contract or submission of the valid order shall apply to the customer.