Urban is a part of Urban Technologies, Urban is registered with the Chamber of Commerce under the following number and is located at Sibeliusstraat 515, 5011JM, Tilburg. Urban can be contacted through the Help Center in the Application.
Read the Terms and Conditions thoroughly, included is information about Urban services, your rights, and other important information.
Important stipulations
1. Definitions
1.1 In the Terms and Conditions and the correspondence between Urban and you (the client) we refer to:
2 Scop
(2.1)The Terms and Conditions apply to every agreement that involves the Urban Application or the website
(2.2) By booking and paying for a Urban through the Urban application you agree to the Terms and Conditions and the Privacy Statement of Urban.
(2.3) Urban is allowed to make changes to the Terms and Conditions without any notice. You will be informed of any changes made to the Terms and Conditions through the Urban Application and the website. In that case, you will be asked to agree again to the (modified) Terms and Conditions. If you continue to make use of the Urban Application, as described in Article 2.2, Urban will operate under the assumption that you have agreed to the changes made to the Terms and Conditions.
(2.4) Urban is outside the legal relationship between the customer and the carrier. This relationship is subject to the General Transport Conditions of KNV Taxi, if and to the extent that the Terms & Conditions do not deviate from them.
3 Services provided by Urban
3.1 Under the agreement Urban will provide:
(a) booking option for a ride through the Urban Application;
(b) payment methods including iDEAL, Credit Card, Card terminal or Cash.
(c) the execution of your ride as agreed upon in the agreement;
(d) informing you about Urban
4 Urban Application usage
(4.1) The installation of the Urban Application is linked to your mobile number. Be aware! If you no longer use the given mobile number you must notify us within 14 days, so that we can anonymize your (account)information. Your provider can recycle your mobile number and give it out to someone else. This person could then gain access to your information when installing the Urban Application because they use the same mobile number. Therefore it is crucial to anonymize your information.
(4.2) In order to book a taxi enter your pick-up and drop-off location in the Urban-app along with your pick-up time and date, afterward the costs will be shown based on the information given. By booking and paying for your Urban you will undergo an agreement with Urban for this ride.
(4.3)After approving the agreement, it is possible to make any changes or add more stops to your ride.
(4.4) Urban will make your Urban booking visible to you in the Application.
(4.5) The assigned vehicle and driver can be tracked through the Urban Application.
(4.6) Urban is responsible for the functioning of the Urban Application and offers support for problems that might occur. Check the Urban Help Center for support in the Urban Application for ways to contact us.
5 Promotional codes
(5.1) Urban is allowed to send you promotional codes. The credit included in the promotional code can be used when paying for your ride. Additional Terms and Conditions may apply and vary for each promotional code.
(5.2) The amount of the promotional code is automatically deducted from the ride fare after activation. Only one promotional code can be used per ride. If the amount of the promotional code is higher than the ride fare, it is not possible to use it for a subsequent ride. After the promotional code has been used, it will expire.
(5.3) Urban may cancel promotional codes at any time for any reason. This includes, but not limited to, if Urban believes that promotion codes are being used in an unlawful or fraudulent manner, or if the codes have been issued improperly or have expired.
6 Urban process
(6.1) Upon the arrival of your ride, you are ready to board, including a 5 minutes waiting time.
(6.2) You can identify yourself to the driver by showing your Urban confirmation via Application.
(6.3) If you wish, the driver will help you board and unload your baggage.
(6.4) When ordering a ride for a minor, the legal representative(s) is or are responsible for assessing whether the minor can use Urban. This assessment is not at the expense and risk of Urban.
(6.5) During the execution of your ride, if applicable, the agreements included in the most recent advice on Taxi transport (https://www.knv.nl) are followed.
7 Cancel, reject, or no show of a taxi
(7.1) Canceling your ride is only possible through the Urban Application and is subject to the Terms and Conditions set out in this article.
(7.2) Cancellation of the ride within 2 minutes for free of charge, and for Advance reservation is 40 minutes before the desired departure time of your ride. The amount paid will be refunded to your bank account within 3 business days or to your Urban App wallet.
(7.3) If you cancel within 40 minutes before the desired departure time of your ride, Urban may charge a cancellation fee €12,00.
(7.4) Urban may charge a fee if you decline or are not present (no show) at the desired departure time of your ride, Urban may charge cancellation cost fee max €15,00.
(7.5) If you are delayed, the driver will call/chat you. If you do not answer or you are not present after 5 minutes, the driver will report the ride as a 'no show' and your taxi will leave. Urban may charge cancellation costs as included in these Terms and Conditions in Article
8 Urban Costs
(8.1) The costs for a ride are based on the pre-booking time, the requested pick-up time, and the distance to be covered.
(8.2) Urban's route planner is leading when determining the distance to be covered, as stated in Article 8.1.
(8.3) You are responsible to pay any tunnel, toll, and ferry fees during your ride, these are not included in the prepaid costs of your ride.
9 Payment
(9.1) The cost of your ride must be paid in advance via iDEAL, Credit Card,Cash or Card terminal.
(9.2) Urban is not responsible for any third-party payment charges (such as mobile operator fees or bank charges) incurred by you in making the payment(s). Urban does not accept liability for any additional charges in this regard. When using a third-party payment service provider, please read any terms and conditions of that third party carefully before using it.
10 Personal data
(10.1) When booking a ride, you confirm that you agree with the Urban Privacy Statement.
(10.2) By booking and paying, you enter into an agreement with Urban and automatically agree to the necessary processing of your Personal Data.
11 Feedback Urban
(11.1) We welcome feedback on your Urban experience(s). If your feedback has to do with a ride that has already been arranged, please contact us within 14 days of the execution date. To contact us, check our Urban Help Center in the Urban-app.
(11.2) You will receive a response within 2 business days after feedback and direct contact with our Urban Help Center.
12 Fellow passenger(s)
(12.1) These General Terms and Conditions also apply to your fellow passenger(s). By approving the agreement you agree to this.
13 Animals
(13.1) You may bring a guide dog or assistant dog with you, Small pets that are carried in a basket or bag on your lap are also welcome. If you are bringing a guide dog, assistant dog, or small pet, it is very important to book pets ride.
14 Behaviour
(14.1) Smoking is not allowed in the vehicle.
(14.2) During your ride, you will follow the safety instructions of the driver. We interact with each other in a normal and positive manner, showing respect for others.
(14.3) The driver, on behalf of Urban, holds the right to refuse service to you or end the journey halfway if you cause such hindrance that the driver cannot reasonably be expected to carry out or continue the journey. This can occur when there are clear signs of littering, drunkenness, or aggression. In these cases, the ride fare will not be refunded.
(14.4) When causing damage to the vehicle and/or inappropriate behavior, Urban may block your account for a period of 3 months. Please be aware that any damage that occurs, as a result of your inappropriate behavior, by any third parties, including taxi companies and/or employees, will be charged to you. Urban can also charge any related damage to you.
15 Luggage
(15.1) Together you and your fellow passenger(s) are allowed to take a maximum of 4 pieces of luggage with you as long as it fits properly in the vehicle, Please indicate this when making your reservation, so that we can take this into account.
16 Liability
(16.1) The Urban-app is provided "as is" and subject to availability. Urban does not represent or guarantee access to the app will be uninterrupted or error-free. Urban is not liable for any interruptions, connection errors, unavailability, or errors in the Urban-app. We will try to resolve software errors as quickly as possible, but please note that the operation of the Urban-app may be limited by occasional technical or internet and electronic communications-related issues.
(16.2) Urban will not be liable for any damages or losses incurred by you as a result of using the Urban-app or any damages resulting from a breach of obligations (including but not limited to property damage or monetary loss; loss of business, contracts, reputation, etc.) unless there is demonstrable intent or gross negligence. Urban is only liable if any shortcoming is demonstrably the fault of Urban. A non-attributable shortcoming includes (but is not limited to) delay or technical problems and force majeure as described in Article 18.1 of the Terms and Conditions.
(16.3) Any financial liability in the event of default by Urban is limited to 500 euros per year.
17 Suspension and dissolution Agreement
(17.1) Urban may stop fulfilling its obligations or dissolve the agreement if:
a) you do not comply, do not comply on time, or do not fully comply with the obligations under the agreement;
b) you misuse or improperly use a Urban, which is at Urban's discretion;
c) you engage in unacceptable behavior (for example, physically or verbally harassing behavior or public intoxication) toward drivers partners of Urban or its carriers.
d) you do not agree to changes made to the Terms and Conditions as described in Article 2.3.
18 Force of the majority
(18.1) Urban is not obliged to execute your ride if there are particular (local) circumstances, such as but not limited to extreme crowds, carrier strikes, or exceptional weather conditions. In these situations, you will be informed and we will refund the ride fare to your bank account within 3 working days.
(18.2) In the event of force majeure on behalf of the customer, the provision as included in Article 7 of the Terms and Conditions applies.
19 Intellectual Property Law, Interaction with Third Parties
(19.1) These Terms and Conditions do not constitute a sale and do not transfer any rights or ownership to the customer in any relationship whatsoever concerning the Urban-app or other intellectual property rights, which are owned by Urban No right or license is granted to make use of Urban related name, logo, etc.
(19.2) Urban may be linked to other websites or application(s) owned and/or controlled by third parties. Urban does not influence these websites and/or content and is therefore not liable for these matters managed by third parties.
20 Headings
(20.1) The headings in these Terms and Conditions are included for readability and no rights can be derived from them.
21 Applicable law
(21.1) The Terms and Conditions and all agreements concluded between the parties are governed by Dutch law.