The Service Standards Agreement

Agency fee

Balance currency — EUR, USD*

*depends on the chosen currency

Agency fee rate — 50%**

**of Kiwitaxi’s commission

Minimum payout amount — 50 EUR, USD

Commission off-time*** — 14 days***

*** a tourist has a right to make a complaint against the transfer service during 14 days since the moment when the transfer was completed. If no complaint was received, commission takes status "approved" and will be paid

Payment system withdrawal fee

Bank card — 2%

Skrill — 2%

Vehicle classes

  • Micro (3 passengers, 2 bags)
  • Economy (4 passengers, 3 bags)
  • Comfort (4 passengers, 3 bags)
  • Business (3 passengers, 3 bags)
  • Premium (3 passengers, 3 bags)
  • Minivan 4 pax (4 passengers, 4 bags)
  • Premium Minibus 6 pax (6 passengers, 4 bags)
  • Minibus 7 pax (7 passengers, 7 bags)
  • Minibus 10 pax (10 passengers, 10 bags)
  • Minibus 13 pax (13 passengers, 13 bags)
  • Minibus 16 pax (16 passengers, 16 bags)
  • Minibus 19 pax (19 passengers, 19 bags)
  • Shuttle (1 passenger, 1 bag)

Standard luggage dimensions, cm/inch, cm/inch — 158/62

Age of vehicle, up to — 7 years

Classes of vehicles interchangeability standards

✔ Ordered class Micro can be replaced with: Economy, Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax

✔ Ordered class Economy can be replaced with: Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax

✔ Ordered class Comfort can be replaced with: Business, Premium, Minivan 4pax, Premium Minibus 6 pax, Minibus 7pax on condition that passengers can fit in

✔ Ordered class Premium can not be replaced with other classes

✔ Ordered class Minivan 4 pax can be replaced with: Premium Minibus 6 pax, Minibus 7 pax, Minibus 10 pax

✔ Ordered class Premium Minibus 6 pax can not be replaced with other classes

✔ Ordered class Minibus 7 pax can be replaced with: Minibus 10 pax, Minibus 13 pax

✔ Ordered class Minibus 10 pax can be replaced with: Minibus 13 pax, Minibus 16 pax, Minibus 19 pax

✔ Ordered class Minibus 13 pax can be replaced with: Minibus 16 pax, Minibus 19 pax

✔ Ordered class Minibus 16 pax can be replaced with: Minibus 19 pax

✔ Ordered class Minibus 19 pax can not be replaced with another classes

✔ Ordered class Shuttle can be replaced with: Micro, Economy, Comfort, Business, Premium, Minivan 4 pax, Premium Minibus 6 pax, Minibus 7 pax, Minibus 10 pax, Minibus 13 pax, Minibus 16 pax, Minibus 19 pax

Minimum booking time with automatic confirmation

✔ Possibility on the part of Kiwitaxi to decrease Min booking t in regions/classes

✘ Possibility on the part of Kiwitaxi to increase Min booking t in regions/classes

  1. Min booking t (2) from the part of Сontracted Party with automatic confirmation (Premium Minibus 6 pax, Minibus 10,13,16,19, Shuttle, Premium, Business) — 24 hrs.
  2. Min booking t (1) from the part of Сontracted Party with automatic confirmation (Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax) — 16 hrs.

Minimum booking time without automatic confirmation

✔ Placing orders without automatic confirmation

✔ Proposal to place an order at a higher price

  1. Min booking t (3) from the part of Сontracted Party without automatic confirmation — 5 hrs.
  2. Order placing time limit — 4 hrs.

Requests for booking changes from Сontracted Party to Kiwitaxi

Accepting changes fee — Free of charge

Accepting changes with guaranteed confirmation

  • > Min booking t (1), (2)

Accepting changes without guaranteed confirmation

  • < Min booking t (1), (2)

Refuse on the part of Kiwitaxi to execute Сontracted Party order containing insufficient information for its execution

✔ Kiwitaxi right to refuse on the spot in executing Сontracted Party order in case the client hasn’t provided sufficient information in advance

Maximum percentage of orders containing insufficient information for the proper service execution — 5%

Way of informing Сontracted Party from the part of Kiwitaxi about impossibility to execute an order due to insufficient information for the proper service execution — Email

Time limit for waiting for changes by Kiwitaxi until automatic cancelation

  • Min booking t (1), (2)

Refuse on the part of Kiwitaxi to execute Сontracted Party order on account of overbooking

✔ Alternative options to execute an order with the preservation of price

✘ Alternative options to execute an order with price increase

Maximum reject percentage on the part of Kiwitaxi to execute Сontracted Party order on account of overbooking — 50%

Way of informing Сontracted Party from the part of Kiwitaxi about impossibility to execute an order — Email

Order cancellation on the side of Сontracted Party

Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax

Penalty for order cancellation < Min booking t (3), % (of order amount) — 100%

Cancellation time without penalty

  • > Min booking t (1)

Cancellation time with penalty

  • < Min booking t (1)

Premium Minibus 6 pax, Minibus 10,13,16,19 pax, Premium, Shuttle

Penalty for order cancellation < Min booking t (2), % (of order amount) — 100%

Cancellation time without penalty

  • > Min booking t (2)

Cancellation time with penalty

  • < Min booking t (2)

Сontracted Party client No Show

  • Penalty for Сontracted Party client No Show, % (of order amount) — 100%
  • Free of charge waiting for Сontracted Party client time at the airport/ sea port from the moment of time specified in a voucher, minutes (private transfer) — 60 min.
  • Free of charge waiting for Сontracted Party client time in a city point from the moment of time specified in a voucher, minutes (private transfer) — 15 min.
  • Guaranteed maximum monitoring time of flight delay, minutes — 30 min.
  • Period for making a complaint on the side of Kiwitaxi to Сontracted Party after the service is fulfilled, working days — 3 days
  • Period for examination of a complaint from the side of Сontracted Party after it’s receiving, working days — 14 days
  • Way of informing Сontracted Party from the part of Kiwitaxi about a complaint — Email

Quality complaint on the side of Сontracted Party against Kiwitaxi

  • Period for making a quality complaint on the side of Сontracted Party against Kiwitaxi, working days — 14 days
  • Period for examination of a complaint on the side of Kiwitaxi, working days — 3 days

Penalty:

  • Complaint about driver — 10% of order amount, but not less than 5 USD
  • Complaint about car — 10% of order amount, but not less than 5 USD
  • Complaint on meeting — 10% of order amount, but not less than 5 USD
  • Traffic violation — 10% of order amount, but not less than 5 USD
  • Meeting without a nameplate — 10% of order amount, but not less than 5 USD + service price
  • Failure to provide a child seat — 10% of order amount, but not less than 5 USD + service price
  • Payment miscalculation on the side of a driver — difference between actual payment amount and total payment amount stated in a voucher
  • Arriving late — 10% of order amount, but not less than 5 USD
  • Car of a lower class provided — 10% of order amount, but not less than 5 USD
  • Failure to bring the client to the destination point — 25% of order amount, but not less than 5 USD
  • Not Met — 50% of order amount, but not less than 5 USD

Complaint on the side of Kiwitaxi against Сontracted Party client

Payment miscalculation on the side of a client — difference between actual payment amount and total payment amount stated in a voucher

Criteria of OTA order containing sufficient information for its execution

If the transfer is from the airport flight number must contain both letter and numeral parts

If the transfer is from city the pick-up address must contain name of a hotel, apartments or complete address of a pick-up point

If the transfer is from city the drop-off address must contain name of a hotel, apartments or complete address of a drop-off point

Phone number must be specified in international number format and start with "+"

If the transfer is from or to sea port it is obligatory to specify the number of terminal and ship name

If the transfer is from or to train station it is obligatory to specify the train and carriage number

Standard luggage dimensions must not exceed 158cm

The client must inform about children and special luggage not later than Min booking t (1), (2)

Сontracted Party client No Show

Client failure to appear on a transfer — absence of client at the meeting point during the waiting time period, according to the route specified in the voucher

Terms confirming no-show: screenshot of callings to the client or drivers parking voucher

Descriptions of complaints on quality on the side of Сontracted Party against Kiwitaxi

Complaint about driver — any claim to the driver that violates our service rules, and not falling under listed below aspects of the Regulation

Complaint about car — any claim to the vehicle that violates our service rules, and not falling under listed below aspects of the Regulation

Complaint about meeting — any claim to the meeting procedure that violates our service rules, and not falling under listed below aspects of the Regulation

Traffic violation — violation of traffic rules of the country where the transfer takes place

Meeting without a nameplate — failure to provide a nameplate in a region where it’s obligatory or when the service was booked on charged basis

Failure to provide a child seat — a child seat or booster was added to the booking:

  • service is not provided;
  • inappropriate type of child seats is provided

Payment miscalculation on the side of a driver — a driver took higher amount of payment than stated in the voucher

Arriving late — meeting clients later than time stated in the voucher (delay 0-29 minutes)

Car of a lower class provided — classes of vehicles interchangeability standard is violated

Failure to bring the client to the destination point — failure to bring the client to the destination point stated in the voucher

Not Met — absence of the driver at the meeting point (delay 30 minutes and more)