This document sets out the terms and conditions for the Airport Rides miniapp (the “Miniapp” or “Airport Rides”), accessible inside the Revolut app. It also sets out other important things that you need to know.

These terms and conditions (the “Terms”), along with any other terms and conditions that apply to our services, form a legal agreement (the “Agreement”) between:

• you, the Airport Rides user; and

• us, Appboxo Pte. Ltd. (“Boxo”).

Airport Rides allows you to book point-to-point ground rides provided by independent transport providers (each a “Provider”) through the Miniapp. Throughout these Terms we refer to those rides collectively as “Rides” or as a “Ride” where we’re referring to a singular booking. We source Ride availability through our global supply partners (each an “Aggregator”), who match your booking with a Provider operating in your pickup location.

We don’t perform Rides ourselves. Boxo may act as the merchant of record for your booking, including collecting payment from you for the Ride. However, the Ride itself is supplied and performed by the relevant Provider, or by the Aggregator that allocates your booking to a Provider, and they remain responsible for providing the transport service. We are not a travel agency, a tour operator or a transport carrier.

The Provider is responsible for holding all licences, permits, registrations and insurances required to perform the Ride in your pickup location. Your Provider is identified in your booking confirmation, together with the Provider’s contact details and any terms of carriage that apply.

These Terms govern all bookings that are made through the Miniapp. You must follow these Terms whenever you book a Ride in the Miniapp. By booking a Ride through the Miniapp, you promise that the information you provide in order to book your Ride is true and correct.

You must also follow any booking and cancellation policy that applies to your Ride and any terms of carriage that the Provider or Aggregator provides. We will always make this information available to you before you decide to book the Ride in the Miniapp. We are not responsible for these policies or for any inaccuracies included in or modifications made to the Ride descriptions.

To book a Ride you must be 18 or older. Any passenger under 18 must travel with a responsible adult. If you book a Ride for other passengers, you confirm that you have authority to do so on their behalf, that you accept these Terms on their behalf, and that you’re responsible for the booking — including payment and ensuring everyone in your party complies with these Terms.

Booking a Ride through the Miniapp

To book a Ride through the Miniapp, you will need to pay for it in advance after you confirm your booking. The Fare will be charged to your selected payment method at the time you confirm the booking (exchange fees may apply).

When you make a booking you will need to provide accurate trip details — pickup and drop-off addresses, date and time, number of passengers, your flight number, and a working mobile phone number and email address. Your flight number is required at the time of booking so the Provider can track your flight and adjust the pickup time if your flight is delayed. We are not responsible for failed pickups that result from inaccurate or out-of-date information you provided.

You are responsible for choosing a Ride that is right for the size of your party and amount of luggage. If you arrive with more passengers or luggage than the vehicle can carry, the Provider may refuse to perform the Ride and the booking may be treated as a no-show.

Once you’ve made a booking, we will pass your information to the relevant Aggregator and Provider to confirm your Ride. You will receive a confirmation in the Miniapp identifying your Provider, the agreed pickup time and meeting point, and contact details for the Provider and our Support team. If the Provider is unable to confirm your booking, your payment will be reversed immediately. Your booking is not confirmed until you receive this confirmation.

We try hard to make sure prices in the Miniapp are accurate, but errors occasionally happen. If a price was wrong and the error should reasonably have been apparent to you (for example, a Ride offered at a fraction of its normal price), we may cancel the booking and refund what you paid, or contact you to confirm the correct price before proceeding.

Make sure you read the Ride’s booking and cancellation policy before you book. You can request changes to your booking within the free cancellation window — see “Need to cancel or change your booking?” below for how this works.

Flight pickups and waiting times

We and the Provider will use reasonable efforts to track your flight’s actual arrival time and adjust your pickup time accordingly. The adjusted pickup time replaces the originally requested time. We do not guarantee that flight tracking will work in all locations. If our tracking fails and your pickup time turns out to be wrong as a result, your booking will not be treated as a no-show on your part and we will work with the Provider to arrange your Ride.

All pickup times and cancellation deadlines are calculated in the time zone of your pickup location.

The Provider will wait for you at the agreed pickup location for a minimum waiting period after the (adjusted) pickup time. The exact waiting period for your booking is shown when you book and in your confirmation, and varies by Provider and pickup location.

Around your pickup time, please keep your phone switched on and able to receive calls and texts on the number you provided. We cannot guarantee that the Provider will be able to reach you through messaging apps like WhatsApp. If you do not arrive within the minimum waiting period and the Provider cannot reach you, your Ride may be treated as a no-show and you may be charged the full amount.

We cannot guarantee a specific journey time. Estimated journey times do not take traffic, road conditions or weather into account.

Need to cancel or change your booking?

Each Ride has its own booking and cancellation policy, which explains what happens if you cancel. The policy varies from one Ride to another, so make sure you check it.

We have no control over the relevant Ride’s booking and cancellation policy but it will impact our ability to manage any refunds for you. You will have seen key details about your Ride’s policy when you selected the Ride in the Miniapp, and you’ll be able to see what the free cancellation window is (if any) and the implications of cancelling (whether there’s a refund/partial refund or no refund) in the Miniapp.

If your booking is refundable and you ask to cancel within the free cancellation window, you may be entitled to a refund. This may be a full or partial refund, depending on the Ride’s policy. If you are eligible, you will be refunded immediately on cancellation of the Ride.

If your booking is non-refundable or you ask to cancel outside of the relevant Ride’s cancellation windows, you will not be entitled to a refund.

Passenger transport services are exempt from the 14-day right of withdrawal that applies to most online purchases under EU and UK consumer law. Your cancellation rights are the ones set out in the Ride’s cancellation policy and above.

If you accidentally make duplicate bookings, please contact our Support team as soon as possible. Refunds for duplicate bookings depend on the cancellation policy of the booking you want to cancel.

If you need to change your booking — for example your dates, pickup time, addresses, flight number, vehicle type or number of passengers — you can request a change in the Miniapp within the free cancellation window of your booking. We will try to make this change by cancelling your original booking and creating a new booking with your updated details. Changes are subject to availability with the Aggregator and Provider, and the price may change. If we cannot complete the new booking (for example because the new option is no longer available), your original booking will be cancelled in line with its cancellation policy and we will let you know in the Miniapp. Changes are not possible outside the free cancellation window; in that case, you would need to make a new booking instead.

What happens if your Ride can’t be performed?

If your Ride is cancelled by the Aggregator or the Provider, our Support team will inform you that your booking has been cancelled and arrange a refund for you. Note that if you decide to reschedule to an alternative date, you will need to make a new booking at the alternative date as bookings cannot be amended. We will never reschedule a booking on your behalf.

If the Provider cannot arrive at the agreed pickup location within a reasonable time and cannot be reached, our Support team will try to arrange an alternative vehicle of equivalent or higher category at no extra cost to you. Our Support team will engage with you through the call or chat functionality in the Support inbox within the Miniapp. If no suitable alternative can be arranged within a reasonable time, you’ll receive a full refund even if this occurs outside of the Ride’s free cancellation window.

We may need to reallocate your booking to a different Provider or a similar vehicle. A change of Provider or vehicle on its own does not entitle you to a refund, provided the replacement vehicle is of the same or higher category and the Ride can be performed at the agreed time. We will let you know of any such change as soon as practicable before the pickup time.

If you refuse to take the Ride when the Provider arrives — for example, because you do not like the vehicle or the driver — the booking may be treated as a no-show, unless the Provider or vehicle does not meet what was booked.

If a Ride cannot be performed because of events outside reasonable control — such as severe weather, natural disasters, strikes, airport or border closures, or other events that neither we, the Aggregator nor the Provider could reasonably have foreseen or avoided — we will work with the Provider to offer a reasonable alternative. If no reasonable alternative is available, you will receive a full refund.

If you decide to make a new booking at an alternative date, we cannot guarantee that the price of the Ride will be the same and we will not be liable for any price differences.

What you need to know during your Ride

You and any other passengers must behave in a safe, lawful and respectful manner during the Ride. The Provider and the driver may refuse or end the Ride where they reasonably consider that you or another passenger is intoxicated to a degree that creates a safety risk, abusive or threatening, damaging the vehicle, or otherwise endangering the driver, passengers or other road users. Seatbelts must be worn where fitted, and the driver’s reasonable safety instructions must be followed.

Smoking, vaping and eating in the vehicle are not allowed. Drinking alcohol is only permitted with the driver’s prior agreement. If the vehicle needs additional cleaning because of something you or your passengers did, you may be charged the reasonable cost of cleaning.

You must not bring into the vehicle any item that is illegal, dangerous or prohibited by applicable law, including weapons, explosives, flammable materials, illegal drugs, or animals other than recognised assistance animals.

Special requests booked in the Miniapp (for example, child seats, additional luggage capacity, or wheelchair access) will be passed to the Provider. We cannot guarantee that every special request will be accommodated. Accessibility requirements are different — where you book accessibility services in advance, we treat them as commitments. If the Provider is unable to honour an accessibility booking, you will not be charged and we will use reasonable efforts to arrange an alternative Ride that meets your requirements or process a full refund.

Oversized, fragile or special items (such as musical instruments, sports equipment, wheelchairs or additional child seats) must be declared at the time of booking. If you bring undeclared oversized items, the Provider may refuse them or charge for a vehicle upgrade.

The driver is not obliged to add intermediate stops or change the route after pickup. Any changes the Provider agrees to during the journey may attract additional charges. Any extension of your Ride beyond the booked drop-off, or any meaningful change of destination during the journey, is at the Provider’s discretion and may attract additional charges that you will be responsible for paying.

We are not responsible for items left in the vehicle after your Ride. If you forget something, please contact our Support team as soon as possible and we will pass your request to the Provider. The Provider holds and returns lost items at their discretion, and any storage or return-shipping costs are between you and the Provider. The Provider is responsible for the care of your luggage while it’s in the vehicle. If your luggage is damaged or lost during the Ride, please raise this with the Provider directly using the contact details in your booking confirmation, and contact our Support team if you need help.

You may be liable to the Provider for damage caused to the Provider’s vehicle by you or another passenger during the Ride, beyond fair wear and tear. Any damage claim is between you and the Provider, and the Provider may ask you to settle the claim directly with them (for example, at the end of the Ride or after the Provider reports the damage). If you want to challenge a damage claim, you can contact our Support team and we will help by facilitating communication between you and the Aggregator or the Provider. We are not a party to any damage settlement and do not decide the outcome of damage claims.

Can we cancel your booking?

If we become aware that you are not complying with these Terms, we reserve the right to cancel your booking. In this instance, you will not be entitled to any refund for your bookings during the period where you have been in breach.

We may also ask you for additional information or verification to confirm a booking. If you do not provide it within a reasonable time, we may treat the booking as incomplete and cancel it. We may cancel any booking where we reasonably believe the booking has been made fraudulently, where the payment method cannot be charged, or where the booking pattern shows signs of misuse. We may not always be able to explain the reason for a cancellation if doing so would interfere with the detection or prevention of fraud.

We or the Provider may also cancel a confirmed booking in exceptional circumstances, including where the information you provided is materially inaccurate and the Ride cannot be performed safely or lawfully, where you or another passenger behaves unsafely or unlawfully, or where a clear pricing or technical error has occurred. If we or the Provider cancel a booking for any reason other than your conduct or your breach of these Terms, you will receive a full refund.

Permission for us to process your personal data in relation to Airport Rides

When you book a Ride through the Miniapp, you will be asked to provide certain information in order to confirm the booking like your contact details, so we can book the Ride for you. We will need to process this personal data and share it with the Aggregator. We will share all personal data with the Aggregator in encrypted form to ensure that it is safe and secure. The information which is requested from you will vary depending on the Ride you are booking, but for example it may include your given name and surname, your phone number, email address, pickup and drop-off addresses, flight number, and any special requests.

To perform your Ride, the Aggregator will share your personal data with the Provider, who in turn shares it with the driver assigned to your booking, so they can find you at the pickup location and contact you if needed.

If your Ride cannot be performed and our Support team needs to speak to you, they will engage with you through the call or chat functionality in the Support inbox within the Miniapp. Our Support team will process any personal data you provide to us as part of that process, and will share your personal data with the Aggregator so that we can confirm the new booking. The Aggregator will subsequently need to share your personal data with a new Provider to prepare for your Ride. If our Support team needs to call you to discuss an alternative Ride, calls may be recorded for training purposes which means we’ll store your conversations on our systems but only for as long as we need it to develop the way we interact with customers in relation to Airport Rides.

We may also process your personal data where you submit a complaint (see the section below) or provide any feedback to us about your experience with Airport Rides. We’ll process this information so we can try to resolve any concerns you may have raised and so we can improve Airport Rides going forward.

We will process all personal data obtained as a result of your use of Airport Rides in compliance with our Privacy Notice.

Not happy with Airport Rides?

If you’re not happy about the service you’ve received in relation to Airport Rides, whether you’ve booked a Ride or not, we’ll do our best to make things right where it’s within our control. If you have a complaint about Airport Rides as a feature or about your booking experience, please reach out to our Support team in the Miniapp or by email at support@boxo.io and let us know you want to make a complaint. We’ll look into your complaint and try to resolve things via email as soon as we can. This will be a complaint against Appboxo Pte. Ltd. as the provider of Airport Rides.

Just so you know, we can only handle complaints about the service we provide to you so we can help with anything to do with:

• the process for selecting and booking a Ride;

• managing payment for the Ride and managing any refunds or cancellation where required;

• the passing of your information to the Aggregator and the Provider in relation to your bookings;

• the engagement with you by our Support team where your original Ride becomes unavailable; and

• to manage any customer complaints you have about your Ride with the Aggregator or the Provider on your behalf.

If you have a complaint about Airport Rides, the booking process, or the nature of or experience you had with your Ride, please reach out to our Support team. Support may liaise with the Aggregator or the Provider on your behalf depending on the nature of your complaint.

If you live in the European Union, you can contact us about content moderation or other matters under the EU Digital Services Act at support@boxo.io. National authorities, the European Commission and the European Board for Digital Services can contact us at support@boxo.io, or our designated EU legal representative under Article 13 of the EU Digital Services Act:

Prighter Group, with its local partners, our privacy representative and your point of contact for the United Kingdom, Switzerland, and the European Union. To exercise your privacy-related rights (for example, to access or erase your personal data), or to contact us via Prighter, please visit https://app.prighter.com/portal/boxo.

• EU representative: PrighterGDPR-Rep by Maetzler Rechtsanwalts GmbH & Co KG, c/o Appboxo Pte. Ltd., Schellinggasse 3/10, 1010 Vienna, Austria.

• UK representative: PrighterUK-Rep by Prighter Ltd, c/o Appboxo Pte. Ltd., Kemp House, 160 City Road, London EC1V 2NX, United Kingdom.

• Swiss representative: Prighter Group and its local Swiss partner, c/o Appboxo Pte. Ltd.; contactable via the Prighter portal above.

Our liability

Where the law allows, our total liability to you for any booking is limited to the amount you paid for that booking. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of any duty to act with reasonable care and skill that cannot be excluded under applicable law.

Taking action against us in relation to Airport Rides

The law that applies to these Terms is that of Singapore. Despite this, you can still rely on the mandatory consumer protection rules of the country where you live. If you want to take legal action against us in the courts, the courts of Singapore have jurisdiction over any matter relating to these Terms. If you live in another country, you may also be able to take action in the courts where you live.

If you want to take action against the Provider or the Aggregator, please refer to the Provider’s terms of carriage or the Aggregator’s terms of service for information on your rights.

Amendment to these Terms

We reserve the right to amend these Terms at any time and will try to give you notice ahead of doing so where we can.