Vozi Platform Terms of Use

Article 1Purpose and acceptance

1.1These Terms of Use (the Terms) govern the use by passengers of the Vozi mobile application and the vozi-auto.com website (together: the Platform).

1.2The Terms also contain the rules on price, payment, cancellation, complaints and refunds. The Vozi Premium Subscription Terms and the Privacy Policy are separate documents.

1.3The contract for the use of the Platform is concluded when the Passenger, on opening an account, ticks the box accepting these Terms. The box is not pre-ticked. The Operator keeps a record of the acceptance: the version of the Terms, date and time, IP address and device type.

Article 2Operator details

The Platform is operated by:

company name

[being completed]

registered office

[being completed]

registration number (matični broj)

[being completed]

tax ID (PIB)

[being completed]

legal representative

[being completed]

register

Serbian Business Registers Agency (APR), [being completed]

contact (support, complaints, data protection)

podrska@vozi-auto.com

(the Operator or Vozi).

Article 3Definitions

Passenger

an adult natural person who orders a ride through the Platform.

Taxi Carrier

a company or sole trader holding a valid authorisation from the competent local authority to provide taxi transport, which has concluded a cooperation agreement with the Operator.

Driver

a person who drives the taxi vehicle on behalf of the Taxi Carrier and holds the required taxi licence.

Ride

the carriage of the Passenger by taxi from the pick-up point to the destination, ordered through the Platform.

Contract of Carriage

the contract concluded for each Ride between the Passenger and the Taxi Carrier.

Tariff

the taxi unit prices set by the competent local authority for the pick-up point.

Account

the Passenger's personal user profile on the Platform.

Article 4Role of the Operator

4.1The Operator provides an electronic intermediation service: it shows available Taxi Carriers, transmits the order, displays the price, enables payment and tracking of the Ride, and receives complaints.

4.2Carriage is performed exclusively by the Taxi Carrier. The Contract of Carriage is concluded between the Passenger and the Taxi Carrier when the Driver accepts the order.

4.3The Operator connects Passengers only with Taxi Carriers and Drivers whose authorisation or taxi licence it has checked before the cooperation begins and whose validity it monitors during the cooperation. The Operator immediately stops intermediation for any Taxi Carrier or Driver who no longer meets the required conditions.

4.4The Operator is liable for the proper performance of its own obligations under these Terms, including the accuracy of the information it displays and the processing of payments. The Taxi Carrier is liable for the performance of the carriage.

Article 5Account

5.1Only a person aged 18 or over may open an Account. Minors may not use the Platform, whether alone or accompanied.

5.2Opening an Account requires a name, a mobile phone number confirmed by a one-time SMS code and an email address. Sign-in is also possible with an Apple or Google account.

5.3Each person may hold one Account only. The Passenger must provide accurate information and keep it up to date.

5.4The Passenger keeps their credentials confidential and informs the Operator immediately of any unauthorised use of the Account at podrska@vozi-auto.com.

Article 6Ordering a Ride

6.1The Passenger enters the pick-up point and destination and chooses the vehicle category.

6.2Before the order is confirmed, the Platform shows: the total price in dinars and how it is calculated, the conditions and amount of the cancellation fee, and the payment method; after acceptance, the company name, tax ID and authorisation number of the Taxi Carrier, the Driver's name, and the make, model, colour and registration plate of the vehicle.

6.3The order is confirmed with the button “Order with obligation to pay”. The Passenger receives a confirmation in the App.

6.4If the Passenger connects the Platform to a digital assistant (for example an AI assistant), the assistant may check the price, order or cancel a Ride free of charge only within the permissions the Passenger grants in the App, which can be revoked at any time. An order placed through the assistant binds the Passenger in the same way as an order placed in the App.

Article 7Passenger obligations

The Passenger shall:

• be at the pick-up point at the agreed time;
• respect the Driver, the vehicle and traffic rules, including wearing a seat belt;
• not carry items whose carriage is prohibited;
• not use the Platform for fraud, harassment or to avoid payment;
• pay the price of the Ride.

Article 8Price

8.1The price of the Ride is calculated in accordance with the Tariff of the pick-up point ([being completed]).

8.2Where the rules allow the price to be set through the platform before the Ride starts, the Platform shows the final price before the order is confirmed. That price does not change during the Ride unless the Passenger changes the destination or asks to stop, of which the Platform informs the Passenger before the change.

8.3Increases at times of high demand and reductions apply only within the limits allowed by law. The Passenger sees any increase before confirming the order.

8.4The current price list by city is available in the App and on vozi-auto.com.

Article 9Payment

9.1The Passenger pays the Driver in cash or by payment card through the App.

9.2For card payments, the Operator collects the price of the Ride in the name and on behalf of the Taxi Carrier through the payment service provider Stripe. The Operator does not store the full card number.

9.3At the end of the Ride the Passenger receives an electronic ride confirmation. The fiscal receipt is issued by the Taxi Carrier, under the fiscalisation rules.

9.4Prices are shown in dinars, [being completed].

Article 10Promotional benefits

10.1The first 500 Passengers who open an Account receive a 15% discount on their first three completed Rides, within the limits allowed by the rules on the price of carriage.

10.2Discounts cannot be combined with Vozi Premium benefits unless the App states otherwise before the order is confirmed.

10.3As long as the law prohibits an application from offering a price that does not comply with the Tariff, the discounts in this article do not apply. The Operator activates them only when the law allows it and informs Passengers in the App.

Article 11Cancellation and no-show

11.1The Passenger may cancel the order free of charge until a Driver has been assigned, and within [being completed] minutes of the Driver being assigned.

11.2After that period the Passenger pays a cancellation fee of 15% of the Ride price, with a minimum of 150 RSD, shown before the order is confirmed.

11.3If the Passenger does not arrive at the pick-up point within 3 minutes of the Driver's arrival, the Ride is cancelled and the fee in paragraph 2 is charged.

11.4The Passenger pays no fee if: the Driver is more than [being completed] minutes late against the estimated arrival time, the Driver or the Taxi Carrier cancels the Ride, the vehicle or Driver do not match the details shown in the App, or the cancellation results from a technical error of the Platform. Any fee already charged in these cases is refunded in full.

Article 12Safety, conduct and belongings

12.1The SOS button in the App calls 192 and, with the Passenger's consent, shares the Ride location with a person the Passenger chooses.

12.2The Passenger is liable for damage to the vehicle caused by their fault, under the general rules on compensation. The Taxi Carrier asserts its claim for compensation against the Passenger; the Operator may, on request, provide the Ride data needed for that claim, in accordance with the Privacy Policy.

12.3The Passenger looks after their belongings. A forgotten item is reported through the App; the Operator forwards the report to the Taxi Carrier.

Article 13Vozi Premium

The Vozi Premium subscription is governed by the Subscription Terms, which are accepted separately before the first charge.

Article 14Complaints and refunds

14.1The Passenger submits a complaint about a Ride, the price, a charge or the operation of the Platform using the “Complaint” form in the Ride details or at podrska@vozi-auto.com.

14.2The Operator acknowledges receipt of the complaint without delay and assigns it a number. The Operator replies within the time limit set by the consumer protection law ([being completed]) and keeps a register of complaints received.

14.3The full amount paid by card is refunded if: the Ride did not take place, the charge was duplicated or wrong, or a fee referred to in article 11.4 was charged.

14.4A partial refund or price reduction is granted when the service was not provided as shown in the App, in particular if the vehicle or Driver do not match the details shown or the Ride was interrupted through no fault of the Passenger.

14.5Refunds are made to the same payment method within [being completed] days of the complaint being upheld.

14.6This article does not limit the Passenger's statutory rights or their right to contact their bank or a court.

Article 15Out-of-court dispute resolution

If the complaint is not resolved, the Passenger may start out-of-court consumer dispute resolution before [being completed]. The Operator takes part in that procedure in accordance with the law.

Article 16Ratings and Passenger content

16.1After the Ride, the Passenger and the Driver may rate each other.

16.2Ratings and comments must be truthful and must not contain insults, personal data of third parties or unlawful content. The Operator may remove such content and informs the author.

16.3Messages exchanged in the App between the Passenger and the Driver are deleted when the Ride ends. If a report is made, the messages concerned are kept for moderation.

Article 17Intellectual property

The Platform, its software, design and the Vozi trade mark belong to the Operator or its licensors. The Passenger receives a non-exclusive, non-transferable right to use the Platform for personal purposes while the Account is active.

Article 18Liability

18.1The Operator is liable for damage it causes to the Passenger by breaching its obligations under these Terms, in accordance with the law.

18.2The Taxi Carrier is liable for damage occurring during carriage, in accordance with the law and compulsory insurance.

18.3Nothing in these Terms excludes or limits the Operator's liability for damage caused intentionally or by gross negligence, for injury to life, body or health, or the rights the Passenger has as a consumer.

18.4The Operator does not guarantee uninterrupted availability of the Platform. Planned maintenance is announced in the App where possible.

Article 19Suspension and closure of the Account

19.1The Operator may temporarily suspend the Account where there is a well-founded suspicion of fraud, violence, harassment or a serious breach of these Terms. The Operator informs the Passenger of the reason without delay and allows them to respond.

19.2The Account may be closed permanently after repeated or serious breaches of the Terms, with a reasoned notice. The Passenger may contest the decision at podrska@vozi-auto.com; the decision is reviewed by a member of staff.

19.3The Passenger may close the Account at any time in the Account menu or at podrska@vozi-auto.com. Closing the Account does not affect the obligation to pay for Rides and fees already due.

Article 20Changes to the Terms

20.1The Operator may change the Terms because of changes in the law, the Platform's features or business conditions.

20.2The Passenger is informed of material changes in the App and by email at least 15 days before they apply. Changes take effect only once the Passenger accepts them; until then the Passenger may close the Account free of charge.

20.3Changes do not apply to Rides ordered before they take effect.

Article 21Governing law and jurisdiction

21.1These Terms are governed by the law of the Republic of Serbia.

21.2Disputes fall within the jurisdiction of the court designated by law; as a consumer, the Passenger keeps the right to bring proceedings before the court of their place of residence where the law allows.

Article 22Language

The Terms are published in Serbian (Latin script). The English translation is for information only; in case of any discrepancy, the Serbian text prevails.

Article 23Entry into force

These Terms apply from [being completed] and replace the Terms of Use and Terms of Sale version 2.1.