Terms and Conditions Taxxilo Driver App

1. Acceptance of the Taxxilo Driver App Terms

These Terms and Conditions apply to every driver, fleet owner, sub-driver, professional driver, taxi driver, VTC driver, partner driver and transport provider who registers with Taxxilo or uses the Taxxilo Driver App, driver portal, ride notification links, wallet system, support channels or any other Taxxilo driver service.

By creating a driver account, uploading documents, receiving ride notifications, accepting a booking, starting a ride, completing a ride, requesting payment, using the wallet, uploading proof, contacting a client through Taxxilo or using any feature of the Taxxilo Driver App, the driver confirms that they have read, understood and accepted these Terms.

If a driver does not agree with these Terms, the driver must not use the Taxxilo Driver App, must not accept Taxxilo rides and must contact Taxxilo to close or deactivate the driver account.

These Terms are created to protect passengers, drivers, fleet partners, Taxxilo, booking partners and the correct operation of the transport service. They also explain how ride assignment, driver verification, documents, no-show cases, payment rules, app use, location tracking, privacy, GDPR, cancellations, penalties, support and disputes are handled.

2. Taxxilo Contact Details for Drivers

Drivers, fleet owners and transport partners can contact Taxxilo through the following official channels:

• Driver and partner enquiries: Partner@taxxilo.com
• Booking-related enquiries: Booking@taxxilo.com
• Support, complaints, ride issues and privacy requests: Support@taxxilo.com
• Phone: +34 602 644 484
• Website: https://taxxilo.com

Drivers should use official Taxxilo channels for all important ride, payment, complaint, document, privacy and operational matters. Taxxilo may not be responsible for instructions, promises or payment arrangements made outside official Taxxilo channels.

3. Taxxilo’s Role as a Digital Booking and Dispatch Platform

Taxxilo operates a digital booking, dispatch and ride management platform. Bookings may come from the Taxxilo website, client app, support team, partner channels, admin portal, business clients, booking integrations or other authorised Taxxilo systems.

Taxxilo may coordinate booking information, client communication, driver assignment, payment records, advance payment handling, driver wallet information, support cases, ride status updates and operational review.

The driver or fleet partner is responsible for physically performing the passenger transport service in a legal, safe, professional and properly licensed way.

Unless a separate written agreement says otherwise, drivers and fleet partners are independent transport providers. Using the Taxxilo Driver App does not automatically create an employment relationship, fixed salary, exclusivity agreement, partnership, agency relationship or guaranteed minimum income between the driver and Taxxilo.

4. Independent Driver and Fleet Partner Status

Drivers and fleet partners are responsible for their own legal, tax, licensing, insurance, accounting and professional obligations.

The driver is responsible for deciding whether they are legally allowed to accept and perform a ride. A driver must not accept a Taxxilo ride if the driver does not have the correct licence, authorisation, vehicle, insurance, capacity or legal permission for that ride.

Fleet owners are responsible for ensuring that their sub-drivers, vehicles and operating documents are valid and compliant. A fleet owner must not assign a Taxxilo ride to a person or vehicle that is not legally authorised or not approved by Taxxilo where approval is required.

Taxxilo may request documents and may review driver eligibility, but the legal duty to remain compliant always stays with the driver or fleet partner.

5. Driver Eligibility Requirements

To use the Taxxilo Driver App and receive rides, the driver must meet all eligibility requirements set by Taxxilo and by applicable law.

The driver must:

• Be legally allowed to provide passenger transport services in the operating area.
• Hold a valid driving licence.
• Hold any taxi, VTC, professional transport or local authorisation required for the service.
• Use a safe, insured and legally authorised vehicle.
• Provide accurate personal, contact, vehicle and document information.
• Keep documents valid and updated.
• Use the Taxxilo Driver App honestly and correctly.
• Respect passengers, Taxxilo staff, other drivers and partners.
• Comply with Spanish, European, regional and local rules that apply to passenger transport.

Taxxilo may reject, suspend, restrict or remove any driver who does not meet these requirements.

6. Driver Account Registration

The driver must provide true, accurate and updated information during registration. This may include name, phone number, email, address, identity details, licence information, vehicle details, bank or wallet details and any other information required for verification or operations.

The driver must not create fake accounts, duplicate accounts or accounts using another person’s identity.

The driver must not allow another person to use their account. A ride accepted under a driver account must be performed by that approved driver unless Taxxilo has approved another arrangement.

If a driver changes phone number, email, licence, vehicle, bank details, company details, insurance or operating city, the driver must update Taxxilo as soon as possible.

7. Account Security

The driver is responsible for keeping login details safe. The driver must not share passwords, app access, login codes or account credentials with another person.

If the driver suspects that the account has been accessed without permission, the driver must contact Taxxilo immediately at Support@taxxilo.com or Partner@taxxilo.com.

Taxxilo may temporarily lock or restrict an account if suspicious activity, unauthorised access, fraud, identity mismatch or security risk is detected.

8. Driver Documents Required

Taxxilo may request documents before approving a driver, vehicle, fleet owner or sub-driver. Documents may vary depending on service type, city, vehicle class, legal requirements and operational risk.

Taxxilo may request:

• Driving licence.
• Taxi licence where applicable.
• VTC or professional transport authorisation where applicable.
• NIF, NIE, DNI, passport, CIF or identity document.
• Autónomo registration or company documents where applicable.
• Vehicle registration document.
• Vehicle insurance certificate.
• Vehicle technical inspection certificate.
• Bank ownership proof or payout details.
• Driver profile photo.
• Vehicle photos.
• Fleet relationship proof where applicable.
• Any other document reasonably required for legal, tax, safety, verification or operational reasons.

Taxxilo may ask for updated documents at any time. If documents expire or become invalid, the driver may be blocked from receiving rides until updated documents are approved.

9. Document Review and Rejection

Taxxilo may reject a document if it is expired, incorrect, incomplete, unclear, unreadable, edited, suspicious, mismatched, uploaded under the wrong category or not suitable for the driver profile.

Taxxilo may also reject documents if the name, vehicle registration, licence number, company name, bank ownership or other important details do not match the account information.

Submitting false, altered, stolen or misleading documents is a serious breach of these Terms. Taxxilo may suspend the account, block payments, remove the driver from the platform, report the issue where legally required or take further action.

Document approval by Taxxilo does not mean Taxxilo accepts legal responsibility for the driver’s compliance. The driver remains responsible for holding valid documents and legal permissions at all times.

10. Vehicle Approval and Vehicle Suitability

Drivers may only use vehicles that are suitable for the ride and approved by Taxxilo where approval is required.

The vehicle must be clean, safe, roadworthy, insured, legally authorised and suitable for the passenger count, luggage count, vehicle class and route.

The driver must not arrive with a different vehicle unless the vehicle is approved by Taxxilo or Taxxilo support has accepted the change.

If the driver arrives with a wrong, unsafe, unsuitable, unapproved or smaller vehicle, Taxxilo may cancel the ride, reassign the ride, refund the client, reduce driver payment, apply a penalty or suspend the driver account.

11. Vehicle Classes and Capacity

Taxxilo may assign rides according to vehicle class. Vehicle classes may include standard cars, comfort cars, business cars, vans, larger vans or other categories shown in the Driver App or booking details.

The driver must carefully check the passenger count, luggage count and special requirements before accepting a ride.

The driver must not accept a ride if the vehicle cannot legally or safely carry all passengers and luggage.

Passengers must not be forced to travel unsafely. Luggage must not be placed in a way that creates danger, blocks visibility, damages the vehicle or breaks road safety rules.

12. Driver Operating Cities and Service Areas

Taxxilo may assign rides based on city, pickup location, drop-off location, driver operating city, vehicle class and driver availability.

The driver should only choose operating cities where they can realistically provide a legal and professional service.

If a ride is outside the driver’s operating area or the driver cannot legally perform the journey, the driver must not accept it or must contact Taxxilo immediately before starting.

Taxxilo may update supported cities, routes, driver eligibility rules and dispatch areas at any time.

13. Ride Notifications

Taxxilo may send ride notifications through the Driver App, email, SMS, WhatsApp, ride accept links, push notifications or the driver portal.

A notification does not guarantee that the ride will remain available. Some rides may be accepted by another driver first or reassigned by Taxxilo support.

The driver must check all ride details before accepting. This includes pickup time, pickup address, drop-off address, flight number, passenger count, luggage, vehicle class, notes, payment details and remaining balance.

14. Ride Acceptance

By accepting a ride, the driver confirms that they are available, have a suitable vehicle, understand the route, can arrive on time and can perform the ride legally and safely.

The driver must not accept a ride if:

• The driver is too far away to arrive on time.
• The driver does not have the correct vehicle class.
• The vehicle cannot carry the passenger or luggage count.
• The driver has another booking that creates a timing conflict.
• The driver does not have legal authorisation for the route.
• The driver cannot provide the service professionally.

Once accepted, the driver is expected to complete the ride unless there is a valid reason that makes the ride impossible, unsafe or illegal.

15. Atomic Ride Pickup and Ride Assignment

Some Taxxilo rides may be assigned on a first-eligible-driver basis. A driver may click to accept a ride, but the ride may already have been accepted by another eligible driver.

A ride is considered assigned to the driver only when the Taxxilo system confirms the assignment.

The driver must not claim a ride unless the Driver App, driver portal or Taxxilo support confirms that the ride is assigned to them.

If there is confusion about assignment, the driver must contact Taxxilo support before contacting the client or travelling to the pickup location.

16. Driver Ride Preparation

Before pickup, the driver must review all ride details carefully.

The driver should check:

• Pickup date and time.
• Pickup address.
• Drop-off address.
• Flight number, terminal or arrival details.
• Passenger count.
• Luggage count.
• Special requirements.
• Child seat requests.
• Wheelchair or accessibility notes.
• Client contact details.
• Remaining balance to collect.
• Any ride comments or instructions.

If any detail seems wrong, unclear or impossible, the driver must contact Taxxilo support before the pickup time.

17. Driver Arrival at Pickup Location

The driver must go to the correct pickup location shown in the Driver App or confirmed by Taxxilo support.

The driver should arrive on time and should position the vehicle in a safe, legal and practical place near the pickup point.

If the exact pickup location is difficult due to traffic, police restrictions, hotel rules, airport rules, event closures or road closures, the driver must contact the client and Taxxilo support as soon as possible.

The driver should not mark arrival unless they are actually at or very near the correct pickup point and ready to receive the passenger.

18. Airport Pickup Rules

Airport pickups require extra care because passengers may need time for passport control, baggage collection, terminal exit and meeting point coordination.

For airport pickups, Taxxilo offers the passenger 1 hour of free waiting time after the actual flight landing time.

The driver must respect this airport waiting policy. The driver must not request no-show approval before the 1-hour free waiting period has passed unless Taxxilo support confirms a special exception.

The driver should check the flight number where available. If the flight is delayed, the waiting time should be calculated from the actual landing time where reasonably possible.

If the flight number is missing, incorrect or unclear, the driver should contact Taxxilo support for guidance.

19. Airport Meeting Point

The driver must follow the meeting point instructions shown in the booking, airport policy or Taxxilo support message.

If the passenger cannot find the driver, the driver should provide clear and polite guidance. The driver should share nearby signs, terminal details, door number, meeting point name or vehicle location where useful.

The driver should keep communication professional and should avoid blaming the client if the airport is busy, confusing or delayed.

If the driver cannot wait at the exact terminal due to airport or police rules, the driver must explain the nearest legal meeting point and inform Taxxilo support.

20. Non-Airport Pickup Rules

For hotel, city, station, cruise port, office, event, private address and other non-airport pickups, the driver must arrive at the pickup location on time and wait a reasonable time according to the booking type and Taxxilo instructions.

If the client is not present, the driver must try to contact the client and contact Taxxilo support where possible before leaving.

The driver should not leave the pickup location too early. Leaving early may result in no-show rejection, payment reduction, penalty or account review.

21. Client Contact Before Pickup

The driver may contact the client when needed for pickup coordination, arrival confirmation, meeting point instructions, flight delay, address clarification or safety reasons.

Client contact must be limited to the ride. The driver must not use the client’s phone number, email or app chat for private marketing, personal messages, unrelated communication or future direct bookings outside Taxxilo.

All communication must be polite, professional and respectful.

22. Ride Start Rules

The driver should start the ride in the app only when the passenger has been received and the journey is beginning.

The driver must not start a ride early to manipulate ride status, payment, arrival time or no-show rules.

If the client requests a route change, extra stop, waiting time or extra service before the ride begins, the driver should inform Taxxilo support if it affects price, timing, distance, vehicle suitability or booking terms.

23. During the Ride

The driver must drive safely, legally and professionally during the ride.

The driver must follow road safety rules, speed limits, traffic signs, taxi/VTC rules, airport rules, local city rules and all applicable legal obligations.

The driver must not use the phone while driving in a way that breaks the law or creates danger.

The driver must treat passengers with respect regardless of nationality, language, gender, age, disability, religion, appearance, race, ethnicity or any other protected characteristic.

The driver must not smoke in the vehicle during Taxxilo rides unless the law and client clearly allow it, and even then the driver should avoid anything that affects passenger comfort.

24. Route, Traffic and Road Closures

The driver should follow a reasonable route based on safety, legality, traffic, road closures, police restrictions and passenger destination.

Map estimates are not always exact. Traffic, events, airport congestion, road works, protests, strikes, accidents or police controls may affect the journey.

If the client asks for an illegal, unsafe or impossible route, the driver must refuse politely and explain that the route cannot be taken.

If a route change creates extra cost, extra distance or extra time, the driver should inform Taxxilo support where possible before charging the client.

25. Extra Stops and Route Changes

The driver is not required to accept extra stops or major route changes unless they are safe, legal and operationally possible.

If the client requests an extra stop, different drop-off, additional pickup, longer route or waiting time, extra charges may apply.

The driver must not create unauthorised extra charges. If there is any doubt, the driver must contact Taxxilo support for approval.

When extra charges are approved, the driver must explain the amount clearly and professionally to the client.

26. Passenger and Luggage Capacity

The driver must not carry more passengers than legally allowed in the vehicle.

The driver must not accept unsafe luggage placement. Luggage must fit safely in the vehicle without blocking doors, windows, driver visibility, airbags or passenger safety.

If the passenger count or luggage count is higher than the booking information, the driver must contact Taxxilo support before starting the ride.

If the ride cannot be performed safely because the client provided wrong information, Taxxilo may cancel, reassign or modify the booking.

27. Child Seats and Children

If the booking includes children, the driver must follow applicable road safety rules for children.

If a child seat was requested and confirmed, the driver or Taxxilo must ensure the requested arrangement is available where applicable.

If the child seat requirement was not declared by the client and the ride cannot be performed safely or legally, the driver should contact Taxxilo support before starting the ride.

The driver must not put children at risk or ignore legal safety requirements.

28. Wheelchair and Accessibility Requirements

If a booking includes a wheelchair, powered wheelchair, mobility scooter or passenger requiring assistance, the driver must review the details carefully before accepting the ride.

The driver must not accept the ride if the vehicle is not suitable for the passenger’s needs, wheelchair size, weight, folding ability or transfer requirement.

If accessibility details are unclear, the driver must contact Taxxilo support before the pickup.

Drivers must treat passengers with accessibility needs respectfully and must not discriminate against passengers because of disability or reduced mobility.

29. Pets and Assistance Animals

If the booking includes a pet, the driver should check the booking notes before accepting.

Pet acceptance may depend on vehicle suitability, hygiene, allergies, safety and legal rules.

Assistance animals must be handled according to applicable law and with respect for the passenger.

If the driver has a serious reason why a pet cannot be accepted, the driver should inform Taxxilo support as soon as possible before pickup.

30. Cash Collection and Remaining Balance

Many Taxxilo bookings may be confirmed with an advance payment paid online by the client. The remaining balance may be payable directly to the driver unless the booking is marked as fully prepaid.

The driver must check the Driver App, booking details or Taxxilo support message to see the exact remaining balance to collect.

The driver must only collect the confirmed remaining balance plus any approved extra charges.

The driver must not overcharge the client, demand an unauthorised fee, refuse to complete the ride after accepting the confirmed payment terms or create private payment terms outside Taxxilo.

31. Online Advance Payment Model

Taxxilo may require the rider or client to pay an advance payment online before the ride is confirmed.

For many bookings, the rider pays 40% advance payment online and the remaining balance is paid according to the booking terms.

The driver must understand that the advance payment collected online is not automatically the driver’s full payment. Driver earnings, no-show compensation, pending payouts, wallet adjustments and final settlement may depend on the booking type, commission, payment method, cancellation status, no-show approval, chargeback status and Taxxilo’s operational review.

32. Driver Earnings

Driver earnings may be calculated based on the ride price, driver rate, commission, cash collected, advance payment, platform fees, wallet balance, payout rules or other agreed driver arrangement.

The Driver App or driver portal may show payment details, cash due, driver net, pending payout, wallet balance or ride financial information.

The driver must review this information and report any error as soon as possible.

Taxxilo may correct payment errors, reverse incorrect credits, deduct penalties, hold disputed amounts or adjust balances where needed due to cancellation, no-show rejection, chargeback, refund, incorrect cash collection, fraud, system error or breach of these Terms.

33. Driver Wallet and Balance

Taxxilo may operate a driver wallet, driver balance, recharge system, withdrawal request system or payout ledger.

The wallet may show ride earnings, driver credits, driver debits, no-show compensation, return penalties, manual adjustments, recharges, withdrawals, low-balance warnings, pending payouts and other financial records.

Drivers are responsible for checking their wallet and contacting Taxxilo if something appears wrong.

A wallet balance shown in the app may be subject to review, correction, dispute handling, chargeback review or final settlement.

34. Recharges and Withdrawals

Taxxilo may allow drivers to recharge their wallet or request withdrawals through the Driver App or driver portal.

Recharge and withdrawal requests may be reviewed by Taxxilo before approval.

Taxxilo may request proof of payment, bank ownership proof or additional verification before approving a recharge or withdrawal.

Taxxilo may reject or delay a withdrawal if there is a dispute, negative balance, pending complaint, suspected fraud, missing document, wrong bank details, chargeback risk or legal reason.

35. Low Balance and Ride Pickup Blocking

Taxxilo may require drivers to maintain a minimum balance before accepting certain rides.

If the driver balance is below the required threshold, the driver may be blocked from picking up new rides until the balance is recharged or corrected.

This rule helps protect clients, drivers and Taxxilo from unpaid commissions, repeated cancellations, payment disputes or operational risk.

36. Client Cancellation Before Pickup

Clients may cancel rides according to the Taxxilo client cancellation policy.

If the client cancels more than 2 hours before the scheduled pickup time, the client may be eligible for a refund and the driver may not receive compensation unless Taxxilo confirms otherwise.

If the client cancels within 2 hours of pickup, the booking may be non-refundable for the client. Driver compensation may depend on whether the driver was already assigned, whether the driver was dispatched, whether the driver had already travelled to the pickup, the timing of cancellation, proof available and Taxxilo’s final review.

Driver compensation for cancellation is not automatic unless confirmed by Taxxilo.

37. Driver Cancellation or Ride Return

Once the driver accepts a ride, the driver is expected to complete it.

The driver may request to return or cancel a ride only for a valid reason, such as serious vehicle issue, accident, illness, safety concern, legal restriction, wrong vehicle capacity, emergency or another serious operational problem.

The driver must inform Taxxilo as soon as possible if the ride cannot be completed.

Repeated ride returns, late cancellations, careless acceptance or failure to perform accepted rides may lead to penalties, wallet deductions, account restrictions or removal from the platform.

38. No-Show Definition

A no-show may happen when the passenger does not arrive at the pickup location, cannot be contacted, refuses the ride without valid reason, provides wrong pickup information, provides wrong date or time, arrives after the allowed waiting time or makes it impossible for the driver to perform the ride.

No-show approval is not automatic. Taxxilo may review the complete situation before confirming a no-show.

Taxxilo may review driver location, app status, call attempts, messages, support logs, flight time, pickup notes, photos, passenger messages, payment status and any other relevant information.

39. Full Care Required Before No-Show

The driver must show full care before requesting a no-show. Full care means the driver made a real and reasonable effort to find, contact and help the passenger before leaving.

Before requesting no-show approval, the driver must:

• Arrive at the correct pickup location.
• Arrive on time or within the accepted operational window.
• Wait the required waiting time.
• For airport pickups, wait 1 hour after the actual flight landing time.
• Check booking notes, terminal, meeting point, flight number and pickup instructions.
• Try to contact the passenger through available contact methods.
• Contact Taxxilo support where reasonably possible before leaving.
• Provide proof if requested by Taxxilo.
• Remain polite and professional in all communication.

If the driver does not follow these steps, Taxxilo may reject the no-show claim and may refuse driver compensation.

40. Airport No-Show Rule

For airport pickups, the passenger receives 1 hour of free waiting time after the actual flight landing time.

The driver must not request no-show approval before this 1-hour airport waiting period has passed unless Taxxilo support confirms a specific exception.

If the flight is delayed, the waiting time should be counted from the actual landing time where reasonably possible.

If the passenger does not arrive after the 1-hour free waiting time and cannot be contacted, the driver may request no-show review from Taxxilo.

41. Non-Airport No-Show Rule

For non-airport pickups, the driver must wait a reasonable time at the pickup location and must make reasonable contact attempts before requesting no-show approval.

Non-airport pickups include hotels, homes, offices, cruise ports, train stations, event venues, restaurants, private addresses and city pickup points.

The driver should not leave too early. If the client is late but reachable, the driver should contact Taxxilo support for instructions before leaving.

42. No-Show Proof Requirements

Taxxilo may request proof before approving a no-show.

Proof may include:

• Driver app arrival status.
• GPS or location record where available.
• Photo of the pickup area or meeting point where appropriate.
• Call attempt record.
• App message record.
• WhatsApp or support communication record.
• Flight landing information for airport pickups.
• Terminal or meeting point information.
• Any other evidence reasonably required by Taxxilo.

The driver must upload only necessary proof. The driver must avoid uploading unnecessary photos of passengers, children, private documents, unrelated people or sensitive information.

43. No-Show Compensation for Drivers

Most Taxxilo client bookings are confirmed with a 40% advance payment paid by the rider or client.

If the client does not arrive and Taxxilo approves the case as a valid no-show, Taxxilo may pay the driver 20% of the advance payment collected from the client.

This driver no-show compensation is calculated from the advance payment amount, not from the full ride price.

No-show compensation is paid only after Taxxilo reviews and approves the no-show case.

44. No-Show Compensation Example

The following example explains the calculation:

• Total ride price: €100
• Client advance payment: 40% of €100 = €40
• Approved driver no-show compensation: 20% of €40 = €8

In this example, the driver no-show compensation would be €8.

If the advance payment is different, the no-show compensation will be calculated from the actual advance payment collected from the client.

45. Conditions for Driver No-Show Compensation

The driver may receive no-show compensation only if all required conditions are met.

The conditions may include:

• The ride was properly assigned to the driver.
• The driver accepted the ride correctly.
• The driver arrived at the correct pickup location.
• The driver arrived on time.
• The driver waited the required waiting time.
• For airport pickups, the driver waited 1 hour after actual flight landing.
• The driver tried to contact the passenger.
• The driver contacted Taxxilo support where reasonably possible.
• The driver provided proof if requested.
• The client advance payment was successfully collected.
• The client payment was not reversed, refunded, disputed or charged back.
• Taxxilo approved the no-show after review.

If any required condition is missing, Taxxilo may reject or reduce no-show compensation.

46. When No-Show Compensation May Be Refused

Taxxilo may refuse no-show compensation if:

• The driver arrived late.
• The driver went to the wrong pickup location.
• The driver left too early.
• The driver did not wait the required time.
• The driver did not make reasonable contact attempts.
• The driver failed to contact Taxxilo support where reasonably possible.
• The driver used the wrong vehicle.
• The driver did not follow the airport waiting policy.
• The driver provided false, incomplete or misleading proof.
• The client proves that the driver was not present or not reachable.
• The ride was cancelled before driver dispatch.
• The driver accepted the ride by mistake and did not inform Taxxilo promptly.
• The client payment was refunded, disputed, reversed or charged back.
• There is fraud, abuse or suspicious behaviour.

47. Final No-Show Decision

Taxxilo will review the available evidence and make a fair operational decision.

The final no-show decision may include approval, rejection, partial approval, driver compensation, refund to client, no refund to client, reassignment, wallet adjustment, further investigation or complaint handling.

No-show compensation is an operational compensation for the driver’s time and attendance. It is not a fixed wage, salary, employment benefit or guaranteed payment.

48. False No-Show Claims

Submitting a false no-show claim is a serious breach of these Terms.

A false no-show claim may include marking arrival without being present, leaving early, uploading fake proof, claiming the client was absent when the client was present, refusing to answer the client, going to the wrong location, or intentionally creating confusion so the ride fails.

If Taxxilo finds that a driver submitted a false no-show claim, Taxxilo may reject payment, deduct wallet balance, suspend the account, remove the driver, inform the fleet owner or take further legal or operational action.

49. Client Complaints Against Drivers

If a client complains about a driver, Taxxilo may review the case using booking data, app status, driver location, client communication, driver messages, support records, payment records, photos, no-show proof and other available information.

The driver may be asked to explain the situation and provide proof.

Complaints may lead to warning, training, payment adjustment, refund, penalty, suspension, removal or other corrective action depending on the seriousness of the case.

50. Driver Complaints and Ride Issues

Drivers may report client behaviour, unsafe conditions, wrong booking information, unpaid balance, excessive luggage, extra stops, waiting time, no-show cases, app issues or support needs.

Drivers should report issues as soon as possible through the Driver App or official Taxxilo support channels.

Late reporting may make it harder for Taxxilo to investigate and may reduce the chance of compensation or adjustment.

51. Driver Photos and Ride Proof

Drivers may upload ride photos, vehicle photos, proof of arrival, no-show proof, damage proof or other support evidence where needed.

Photos must be relevant and limited to the purpose of the case.

Drivers must not upload unnecessary personal data, private passenger documents, children’s faces, unrelated people, sensitive information or inappropriate content unless strictly necessary and legally justified for the case.

Taxxilo may remove, restrict or reject uploaded content that is excessive, irrelevant, unsafe, offensive, unlawful or not needed.

52. Driver Privacy and Personal Data

Taxxilo may process driver personal data to register the driver, verify documents, assign rides, manage payments, operate the Driver App, provide support, prevent fraud, handle complaints, comply with legal obligations and improve the platform.

Driver personal data may include:

• Name and surname.
• Email address.
• Phone number.
• Identity document details.
• Driving licence information.
• Taxi or VTC licence details where applicable.
• Autónomo or company details where applicable.
• Vehicle documents.
• Insurance documents.
• Bank or payout details.
• Driver profile photo.
• Vehicle photos.
• Ride history.
• App activity.
• Wallet and payment records.
• Support messages.
• Location data during active ride operations.
• No-show proof and ride evidence.

Taxxilo processes this data according to applicable data protection rules, including GDPR principles and Spanish data protection requirements.

53. Legal Bases for Driver Data Processing

Taxxilo may process driver data based on different legal bases depending on the situation.

These may include:

• Contract performance: to create and manage the driver account, assign rides, process payments and provide app services.
• Legal obligation: to comply with tax, accounting, transport, consumer, safety, fraud prevention and authority requirements.
• Legitimate interest: to operate the platform, prevent fraud, protect clients, improve service quality, manage complaints, secure the system and resolve disputes.
• Consent: where consent is legally required for optional features, marketing or certain app permissions.
• Vital interest or safety: in rare cases where data is needed to protect a person’s safety.

54. Client Data Shared with Drivers

Taxxilo may share necessary client data with the assigned driver so the driver can perform the ride.

This may include:

• Client name.
• Client phone number.
• Pickup location.
• Drop-off location.
• Pickup date and time.
• Flight number or travel details.
• Passenger count.
• Luggage count.
• Special requirements.
• Booking notes.
• Remaining balance to collect.

The driver may use client data only for the purpose of performing the Taxxilo ride.

The driver must not use client data for private marketing, personal contact, resale, social media, future direct bookings, harassment, discrimination or any unrelated purpose.

55. Driver Confidentiality

The driver must keep all client information, booking information, Taxxilo business information, pricing information, app information, payment information and internal process information confidential.

This confidentiality obligation applies during and after the driver’s relationship with Taxxilo.

The driver must not share screenshots, booking data, client details, private messages, payment details, internal app screens or Taxxilo business information publicly or with unauthorised persons.

56. Location Tracking in the Driver App

The Taxxilo Driver App may use location data during active ride operations.

Location data may be used for:

• Driver dispatch.
• Ride assignment.
• Pickup coordination.
• Client tracking during an active ride.
• Proof of arrival.
• No-show review.
• Safety and support.
• Fraud prevention.
• Dispute resolution.
• Operational improvement.

Drivers should keep required location permissions enabled during active rides. If location permission is disabled during an active ride, Taxxilo may not be able to verify arrival, route, no-show proof or service quality.

Taxxilo should use driver location data only where reasonably needed for legitimate operational, safety, legal or support purposes.

57. App Permissions

The Driver App may request permissions such as location, background location, camera, photo upload, notifications, internet access and storage access where needed.

These permissions may be required for live tracking, ride proof, document upload, ride notifications, client communication and app functionality.

If the driver refuses or disables a required permission, some app features may not work correctly and the driver may not be eligible for certain rides or compensation claims.

58. Data Minimisation and Proof Uploads

Drivers must follow data minimisation when uploading documents, photos or proof.

This means the driver should upload only what is necessary for the specific purpose. The driver should avoid uploading unnecessary personal data, private documents, unrelated people, sensitive information or excessive screenshots.

For no-show proof, the driver should focus on proof of arrival, waiting time, meeting point, contact attempts and relevant support communication.

Taxxilo may delete or restrict proof that is excessive, irrelevant or not needed.

59. Driver Data Retention

Taxxilo may retain driver data for as long as needed for driver account management, booking records, payment records, accounting, tax obligations, legal compliance, fraud prevention, complaint handling, no-show review, chargeback defence, safety and dispute resolution.

Some data may need to be kept after a driver account is closed because Taxxilo may have legal, tax, accounting, insurance, fraud prevention or dispute obligations.

Where data is no longer needed, Taxxilo should delete, anonymise or securely restrict it according to applicable rules and internal retention policies.

60. Driver Data Rights

Drivers may have rights under applicable data protection rules.

These rights may include:

• Right to access personal data.
• Right to correct inaccurate data.
• Right to request deletion where legally possible.
• Right to object to certain processing.
• Right to request restriction of processing.
• Right to data portability where applicable.
• Right to withdraw consent where processing is based on consent.
• Right to lodge a complaint with a competent data protection authority.

Drivers can send privacy requests to Support@taxxilo.com.

Taxxilo may need to verify the driver’s identity before responding. Some requests may be limited where Taxxilo must keep data for legal, tax, accounting, safety, fraud prevention or dispute reasons.

61. Security of Driver and Client Data

Drivers must help protect client and platform data.

The driver must:

• Keep the Driver App account secure.
• Use a secure phone where possible.
• Not share login details.
• Not leave client data visible to others.
• Not post client information online.
• Not store client data longer than needed.
• Delete unnecessary client information after the ride where possible.
• Report suspected data breaches to Taxxilo immediately.

If a driver loses a phone, has a stolen device, shares client data by mistake or suspects unauthorised access, the driver must contact Taxxilo immediately.

62. Data Breach Reporting by Drivers

If a driver believes that client data, Taxxilo data, app access, booking details, documents or payment information has been exposed, lost, stolen or accessed without permission, the driver must report it immediately to Support@taxxilo.com.

The report should include what happened, when it happened, what data may be affected and what action the driver has already taken.

Fast reporting helps Taxxilo reduce risk, protect clients and comply with legal obligations where applicable.

63. Professional Conduct

Drivers must act professionally during every Taxxilo ride.

The driver must:

• Be polite and respectful.
• Drive safely.
• Keep the vehicle clean.
• Arrive on time where reasonably possible.
• Help passengers with reasonable pickup coordination.
• Respect passenger privacy.
• Follow Taxxilo ride instructions.
• Collect only authorised payments.
• Communicate clearly with Taxxilo support.
• Report problems quickly.

Poor conduct, repeated complaints or unsafe behaviour may lead to warning, penalty, suspension or removal.

64. Anti-Discrimination Policy

Drivers must not discriminate against passengers, clients, Taxxilo staff, partners or other drivers.

Drivers must not refuse service, insult, harass or treat someone unfairly because of race, ethnicity, nationality, religion, gender, age, disability, language, appearance, sexual orientation, family status or any other protected characteristic.

Discrimination may lead to immediate account suspension or removal from the platform.

65. Safety and Emergency Situations

The driver must always put safety first.

If there is an accident, medical emergency, threat, violence, police issue, road danger or serious safety concern, the driver should contact emergency services where needed and then inform Taxxilo support as soon as safely possible.

The driver must not continue a ride if it is unsafe or illegal to do so.

If a passenger behaves violently, dangerously or unlawfully, the driver may stop the ride in a safe place and contact authorities where necessary.

66. Passenger Behaviour Issues

If a passenger is abusive, violent, threatening, heavily intoxicated, refuses to follow safety instructions, damages the vehicle, refuses to pay, carries illegal items or creates danger, the driver should contact Taxxilo support and authorities where needed.

The driver should remain calm and avoid escalating the situation.

Taxxilo may review the case and may support the driver where proof and circumstances justify action.

67. Vehicle Damage and Cleaning

If a passenger damages or dirties the vehicle, the driver should collect evidence and report it to Taxxilo as soon as possible.

Evidence may include photos, description, time, location, booking number, cleaning invoice or repair invoice where applicable.

Taxxilo may review the case and may help request compensation from the client where legally and operationally possible.

Taxxilo does not guarantee that all damage or cleaning costs will be recovered from the client.

68. Lost Property

If a passenger leaves an item in the vehicle, the driver must report it to Taxxilo as soon as possible.

The driver must not keep, sell, use or dispose of passenger property without proper process.

Taxxilo may help connect the driver and passenger for return of the item.

If returning the item requires travel, delivery, parking or time, additional cost may be agreed through Taxxilo support.

69. Direct Booking and Client Poaching

Drivers must not use Taxxilo client details to offer direct bookings outside Taxxilo.

Drivers must not ask the client to cancel the Taxxilo booking and pay privately.

Drivers must not offer a lower price to bypass Taxxilo, collect direct future bookings from Taxxilo clients or use Taxxilo client data for private business purposes.

Using Taxxilo client data to bypass the platform is a serious breach of confidentiality and may lead to suspension, removal, wallet deduction or legal action.

70. Communication with Clients

Driver communication with clients must be limited to the booking purpose.

The driver may contact the client to confirm pickup, explain the meeting point, ask about delay, coordinate airport arrival, clarify luggage or solve ride-related issues.

The driver must not send personal, inappropriate, promotional, political, religious, offensive or unrelated messages to clients.

The driver must not contact the client after the ride unless it is necessary for lost property, payment issue or another ride-related matter approved by Taxxilo.

71. Use of WhatsApp, Phone and App Chat

Taxxilo may allow drivers to contact clients by app chat, phone, WhatsApp or another channel where needed for ride coordination.

Drivers should prefer official app communication where possible because it helps keep a clear record for support and dispute resolution.

If WhatsApp or phone is used, the driver must still follow privacy and confidentiality rules.

72. Push Notifications and Emails

Taxxilo may send ride notifications, booking updates, payment updates, document reminders, support messages, wallet alerts and operational notices by app notification, email, SMS, WhatsApp or driver portal message.

The driver is responsible for checking notifications and keeping contact details updated.

If the driver disables notifications or does not check the app, Taxxilo is not responsible for missed ride opportunities or missed operational messages.

73. Fraud Prevention

Taxxilo may monitor platform activity to prevent fraud, abuse, false no-shows, fake documents, duplicate accounts, payment misuse, wallet abuse, client poaching, fake ride status updates and other harmful behaviour.

Taxxilo may review app logs, ride records, location data, payment records, support messages, document history and user activity where necessary and lawful.

Fraud or attempted fraud may result in immediate account suspension, payment hold, wallet adjustment, removal from the platform or legal action.

74. Chargebacks and Payment Disputes

If a client disputes or reverses an advance payment, Taxxilo may review the ride and payment records.

If a no-show payment, cancellation payment or driver earning depends on an advance payment that is later reversed, refunded or charged back, Taxxilo may adjust the driver wallet or withhold the related amount.

Taxxilo may use booking records, driver proof, GPS records, no-show evidence, messages and support records to defend valid payments where appropriate.

75. Refunds to Clients and Driver Payment Impact

Taxxilo may refund a client in certain situations, such as driver failure, service failure, no driver availability, operational error, legal restriction, duplicate payment, incorrect booking, serious complaint or other justified reason.

If a client refund is caused by driver fault, late arrival, wrong vehicle, wrong pickup, no-show error, unsafe behaviour, overcharging, rude conduct or failure to follow instructions, Taxxilo may reduce driver payment, deduct wallet balance or apply a penalty.

If the refund is not caused by driver fault, Taxxilo may decide whether any driver compensation is fair based on the situation.

76. Penalties and Wallet Deductions

Taxxilo may apply penalties or wallet deductions where a driver breaches these Terms, returns a ride without valid reason, causes service failure, submits false proof, overcharges a client, accepts a ride with the wrong vehicle, arrives late without reason, fails to follow support instructions or misuses the platform.

Penalties should be reasonable and connected to the operational issue, booking loss, client refund, platform cost, complaint or service failure.

The driver may contact Taxxilo support if they believe a penalty was applied incorrectly.

77. Account Suspension

Taxxilo may suspend, restrict or block a driver account temporarily or permanently.

Reasons for suspension may include:

• Expired or invalid documents.
• False documents.
• Unsafe driving.
• Repeated complaints.
• Fraud or suspicious activity.
• False no-show claims.
• Client poaching.
• Payment misuse.
• Low wallet balance where minimum balance is required.
• Repeated ride returns.
• Abusive behaviour.
• Data protection breach.
• Legal or regulatory concern.

Taxxilo may also suspend a driver while investigating a complaint, accident, payment dispute, data breach, fraud risk or legal issue.

78. Account Removal

Taxxilo may permanently remove a driver from the platform if the driver creates serious risk, repeatedly breaches the Terms, commits fraud, violates client privacy, acts unsafely, uses false documents, bypasses Taxxilo or damages the reputation or operation of the platform.

Removal may also happen where the driver no longer meets document, vehicle, legal, insurance or quality requirements.

Any pending wallet balance may be reviewed before final settlement. Taxxilo may withhold or deduct amounts linked to disputes, chargebacks, refunds, penalties, fraud or legal obligations.

79. Fleet Owners and Sub-Drivers

If a fleet owner manages sub-drivers through Taxxilo, the fleet owner is responsible for ensuring that each sub-driver is properly authorised, trained, documented and suitable for the rides assigned.

Fleet owners must not allow unapproved or unauthorised sub-drivers to perform Taxxilo rides.

Fleet owners may be responsible for the conduct, documents, vehicles, service quality and payment issues of their sub-drivers depending on the operational setup and any separate agreement with Taxxilo.

Taxxilo may move, approve, reject, disable or remove sub-drivers where needed for compliance, safety or service quality.

80. Driver Ratings and Service Quality

Taxxilo may monitor driver performance through client reviews, complaint records, ride completion rate, cancellation rate, no-show accuracy, punctuality, communication quality, document status and support feedback.

Taxxilo may use performance information to decide ride eligibility, account status, priority, training needs, suspension or removal.

Drivers should maintain high professional standards on every ride.

81. Reviews and Public Feedback

Clients may leave reviews about Taxxilo services and driver experience.

Drivers must not pressure clients to leave reviews, offer rewards for reviews, threaten clients over reviews or ask clients to remove honest feedback.

If a driver believes a review is fake, abusive or incorrect, the driver may contact Taxxilo support for review.

82. App Availability and Technical Issues

Taxxilo works to keep the Driver App and driver portal available, secure and functional.

However, the app may sometimes be unavailable due to maintenance, hosting issues, internet connection, GPS errors, device problems, operating system updates, app store issues, third-party service problems, payment provider issues or force majeure.

If an app issue affects a ride, the driver must contact Taxxilo support as soon as possible.

The driver should not ignore ride responsibilities simply because of a technical issue if support can be contacted through another channel.

83. Driver Device Requirements

The driver should use a reliable phone with internet access, working GPS, battery power and app compatibility.

The driver should keep the phone charged during active rides.

The driver should keep the Driver App updated where possible.

If the driver’s device is broken, offline, out of battery or unable to run the app, the driver may lose access to ride features, live tracking, client communication, no-show proof or payment details.

84. Intellectual Property and App Use

The Taxxilo name, logo, app, website, booking system, driver portal, design, text, content, software, database, workflow and business materials belong to Taxxilo or its licensors.

Drivers may use Taxxilo tools only for authorised driver purposes.

Drivers must not copy, reverse engineer, scrape, hack, resell, modify or misuse the Taxxilo app or platform.

Drivers must not use the Taxxilo brand in advertising, social media, vehicle branding or public communication without Taxxilo’s permission.

85. Prohibited Driver Activity

Drivers must not:

• Use false or expired documents.
• Accept rides with an unapproved or unsuitable vehicle.
• Allow another person to use the driver account.
• Mark false arrival or false no-show.
• Upload fake or misleading proof.
• Overcharge clients.
• Refuse to collect only the confirmed remaining balance.
• Harass or threaten clients.
• Discriminate against passengers.
• Use client data for private marketing.
• Ask clients to bypass Taxxilo.
• Disable required permissions during active rides.
• Misuse the wallet or payout system.
• Damage Taxxilo’s reputation through misconduct.
• Use the app for illegal or unsafe activity.

86. Legal and Tax Responsibility

Drivers and fleet partners are responsible for their own tax, accounting, social security, autónomo, company, invoice, insurance, licence and reporting obligations unless a separate written agreement states otherwise.

Taxxilo may provide ride records, wallet records or payment summaries where available. These records do not replace the driver’s own accounting duties.

The driver should seek independent tax or accounting support where needed.

87. Invoices and Receipts

Where the driver or fleet partner is legally required to issue invoices, receipts or transport records, the driver or fleet partner is responsible for doing so correctly.

Taxxilo may issue receipts or payment records only for amounts collected or processed by Taxxilo, unless another arrangement applies.

The driver must not provide false invoices, incorrect tax details or misleading payment records.

88. Insurance

The driver must maintain valid vehicle insurance suitable for the type of passenger transport service performed.

The driver must not perform Taxxilo rides without valid insurance.

If insurance is cancelled, expired, restricted or not suitable for passenger transport, the driver must stop accepting rides and inform Taxxilo immediately.

Taxxilo may request updated insurance proof at any time.

89. Accidents

If an accident happens during a Taxxilo ride, the driver must follow legal and safety obligations first.

The driver should help passengers where safe, contact emergency services if needed, exchange required information, document the situation and inform Taxxilo support as soon as possible.

The driver must not hide an accident from Taxxilo.

Taxxilo may request details, photos, insurance information, police report, passenger status and any other relevant information.

90. Road Closures, Events and Police Restrictions

Some pickups and drop-offs may be affected by police restrictions, events, demonstrations, strikes, marathons, football matches, airport rules, cruise port rules or city traffic controls.

If the driver cannot reach the exact pickup or drop-off point because of an external restriction, the driver should contact the client and Taxxilo support immediately.

The driver should offer the nearest safe and legal pickup or drop-off point where possible.

The driver should document the issue if it may affect the booking, payment, refund or complaint.

91. Force Majeure

Taxxilo is not responsible for failure or delay caused by events outside reasonable control.

Force majeure events may include extreme weather, strikes, police restrictions, road closures, accidents, natural disasters, terrorism, airport disruption, internet failure, app store issues, payment provider outage, government action, war, public emergency or other events that cannot reasonably be controlled.

Drivers should still act professionally and contact Taxxilo support where possible.

92. Complaints and Dispute Review

If there is a dispute between Taxxilo, a driver, a client or a partner, Taxxilo may review all available records.

These records may include booking details, driver app status, location data, payment records, wallet records, ride photos, no-show proof, call attempts, support messages, client messages and internal notes.

The driver agrees that Taxxilo may use relevant records to investigate complaints, defend payment disputes, review no-show claims, process refunds, apply penalties or protect legal rights.

93. Driver Response to Investigations

If Taxxilo asks the driver for information about a complaint, no-show, payment issue, accident, refund, document issue or client dispute, the driver must respond honestly and within a reasonable time.

Failure to respond may result in Taxxilo making a decision based on the available information.

Providing false information during an investigation may lead to suspension, payment adjustment or removal.

94. Changes to Driver Terms

Taxxilo may update these Driver App Terms from time to time.

Updated Terms may be published on the Taxxilo website, Driver App, driver portal or shared by email or support message.

Continued use of the Driver App after an update means the driver accepts the updated Terms.

If the driver does not accept the updated Terms, the driver must stop using the Driver App and contact Taxxilo.

95. Governing Law

These Terms are governed by the laws of Spain, subject to any mandatory European Union rules that apply.

If any part of these Terms is found invalid or unenforceable, the remaining parts will continue to apply.

Nothing in these Terms removes any mandatory legal right or obligation that cannot be excluded under applicable law.

96. Final Driver Contact Section

Drivers, fleet owners, partners and sub-drivers should use the following Taxxilo contact details:

• Driver and partner enquiries: Partner@taxxilo.com
• Booking-related questions: Booking@taxxilo.com
• Support, privacy requests, complaints and ride issues: Support@taxxilo.com
• Phone: +34 602 644 484

97. Short Driver App Acceptance Text

By using the Taxxilo Driver App, I confirm that I am legally authorised to provide passenger transport services and that my documents, vehicle, insurance and licences are valid. I agree to use only approved vehicles, follow Taxxilo ride procedures, protect client data, respect GDPR and Spanish data protection rules, collect only authorised payments and comply with all applicable transport, traffic, tax and safety laws. I understand that Taxxilo may suspend or remove my account if I breach these rules.

98. Short No-Show Rule for Driver App Screen

For airport pickups, the driver must wait 1 hour after the actual flight landing time before requesting no-show approval. If the client does not arrive and Taxxilo approves the case as a valid no-show, the driver may receive 20% of the client advance payment. This is calculated from the advance payment collected from the client, not from the full ride price. Proof of arrival, waiting time and contact attempts may be required.

99. Short Driver Privacy Acceptance Text

By using the Taxxilo Driver App, I understand that Taxxilo may process my personal data, documents, ride history, payment records, wallet records, app activity and location data during active ride operations for booking management, legal compliance, payment handling, safety, support, fraud prevention and dispute resolution. I agree to protect client personal data and use it only for the assigned Taxxilo ride.