Terms and Conditions

Table of Contents

1. General Information, Scope of Application
2. Conclusion of Contract
3. Right of Withdrawal
4. Contractual Obligations of the Client
5. Prices and Terms of Payment
6. Liability
7. Cancellation Policy
8. Restrictions on Use / Exclusion from Transportation
9. Liability of the Client
10. Data Protection and GPS Tracking
11. Creditworthiness
12. Offsetting and right of retention
13. Reservation of changes to the vehicle
14. Conditions of carriage
15. Rebookings
16. No-show definition
17. Prevention by the client
18. Text form
19. Place of jurisdiction and final provisions
20. Note on consumer dispute resolution
21. Declarations of consent for group bookings
22. Force majeure
23. Termination

§ 1. General information, scope of application
(1) These General Terms and Conditions apply to all current and future business relationships between Driversline GmbH (hereinafter referred to as “DRIVERSLINE”) and its customers (hereinafter referred to as “Clients”). The Client is the natural or legal person who concludes the contract with DRIVERSLINE, regardless of whether they themselves or third parties (e.g., fellow passengers) use the service.
(2) The General Terms and Conditions apply to all contracts whose subject matter is the provision of services, in particular in the field of commercial passenger transport. This includes chauffeur services with limousines, vans, sprinters, and buses, shuttle and mobility solutions for large events, event logistics, travel management, and the brokerage of cross-border mobility solutions with partner companies.
(3) Any deviating or supplementary general terms and conditions of the client shall only become part of the contract if DRIVERSLINE has expressly agreed to them in writing. Verbal side agreements or deviations from these GTC shall only be valid if they are confirmed by DRIVERSLINE in writing.
(4) Individual agreements with the client take precedence over these General Terms and Conditions and must be made in writing.
(5) Legally relevant declarations by the client (e.g., termination or withdrawal) must be made in writing (e.g., by email, fax, or letter) to be effective. A stricter form (e.g., handwritten signature) is not required.
(6) Unless expressly stipulated otherwise in these General Terms and Conditions, the statutory provisions shall apply.
(7) Note on the right of withdrawal: There is no right of withdrawal for scheduled passenger transport in accordance with Section 312 (2) No. 5 of the German Civil Code (BGB). For details, see Section 3.
(8) The transportation of minors is only possible with the written consent of their legal guardians. The client is solely responsible for complying with legal supervision and care obligations for minor passengers. In the absence of written consent from the legal guardians, DRIVERSLINE is entitled to refuse transportation without any claim for reimbursement or compensation.

§ 2. Conclusion of contract
(1) A contract is concluded when the client accepts DRIVERSLINE’s offer, either expressly or by implied action (e.g. by using the service).
(2) Offers made by DRIVERSLINE are subject to change and non-binding. A legally binding contract is only concluded upon confirmation of the order.

§ 3. Right of withdrawal
The right of withdrawal applies exclusively to consumers within the meaning of § 13 BGB (German Civil Code). In the case of distance contracts—i.e., contracts concluded exclusively using means of distance communication such as telephone, email, or via our website—consumers generally have a right of withdrawal of 14 days in accordance with §§ 355, 312g BGB.

Exception – passenger transport:
According to § 312 (2) No. 5 BGB, there is no right of withdrawal if the contract concerns the provision of passenger transport services and a specific date or period has been agreed. This applies in particular to our chauffeur services, airport transfers, bus, shuttle, and driving services.

Other services: For all other services that are not tied to a specific date or journey, in particular consulting services within the scope of travel management or orders for vouchers without a fixed date of performance, the statutory right of withdrawal of 14 days applies. We will inform you separately about this right of withdrawal when the respective contract is concluded.

The following applies to consumers: You may withdraw from your contract within 14 days without giving reasons. The withdrawal period is 14 days from the date of conclusion of the contract. However, the period does not begin before the consumer has been duly informed of their right of withdrawal. To meet the deadline, it is sufficient to send the revocation in text form (e.g., email, fax, letter) to Driversline GmbH, Wildgansstraße 3f, 22145 Hamburg, widerruf[at]driversline.de. A sample revocation instruction will be provided to you upon conclusion of the contract.

§ 4. Contractual obligations of the client
(1) The client is obliged to provide all information relevant to the performance of the service (e.g., pick-up times, number of passengers, amount of luggage) in a timely and complete manner.
(2) Delays, changes, or special requests must be communicated to DRIVERSLINE immediately. Any additional costs incurred due to extra work, waiting times, or necessary detours will be charged to the client.
(3) The client undertakes to provide complete and correct information about fellow passengers when making the booking, especially in the case of minors. If a minor passenger is registered without the consent of their legal guardian or if suitable restraint systems are not available, DRIVERSLINE may refuse transportation. In this case, the claim for remuneration remains unaffected. DRIVERSLINE will provide suitable restraint systems on request and for a fee; otherwise, the client is responsible for providing them.

§ 5. Prices and terms of payment
(1) Complaints or claims regarding the service provided or the invoice must be submitted to DRIVERSLINE in writing within 14 days of receipt of the invoice. After this period has expired, the service shall be deemed to have been properly provided and accepted.
(2) For payments by credit card, a service fee of up to 5% of the invoice amount will be charged. This fee applies exclusively to business customers. No separate payment fees are charged to consumers.
(3) The agreed price only includes the services expressly listed in the offer. Additional services such as parking fees, tolls, ferry costs, admission fees, driver’s accommodation costs, and other incidental costs that are necessary or desired for the performance of the agreed service will be charged separately unless they are expressly included in the offer.
(4) Invoices are due for payment without deduction within 7 days of receipt.
For consumers, the default interest rate is 5 percentage points above the base rate (§ 288 (1) BGB).
For entrepreneurs (§ 14 BGB), the default interest rate is 9 percentage points above the base rate (§ 288 (2) BGB).
We reserve the right to claim further damages for default.

§ 6. Liability
(1) DRIVERSLINE shall be liable in accordance with the statutory provisions for intent and gross negligence.
(2) In the event of simple negligence, liability shall be limited to foreseeable damage typical for this type of contract and shall only apply in the event of a breach of essential contractual obligations.
(3) DRIVERSLINE shall not be liable for damages caused by delays or failures due to force majeure (e.g., natural disasters, strikes, official orders, unforeseeable road closures).
(4) In the event of temporary obstacles, agreed service dates shall be postponed by the duration of the obstacle, unless a date has been expressly agreed as a fixed date. In the case of an expressly agreed fixed date, the client shall have the right to withdraw from the contract in the event of a significant delay, insofar as the later provision of services is unreasonable for the client.
(5) DRIVERSLINE accepts no liability for delays in operations due to traffic jams, road closures, weather conditions, official orders, or other events beyond DRIVERSLINE’s control. Information on journey times or arrival times are non-binding estimates. Delays do not give rise to any liability or claims for reduction, unless a fixed date has been expressly agreed and the delay is due to intentional or grossly negligent behavior on the part of DRIVERSLINE. A fixed date exists if it has been expressly agreed as such in writing. The client is obliged to choose the pick-up time in such a way that normal traffic conditions and potential delays are taken into account appropriately.
(6) DRIVERSLINE accepts no liability for items left behind in the vehicle. There is no obligation to store or forward such items. Found items will, as far as possible, be handed over upon proof of entitlement or forwarded at the request and expense of the client. Found items will be kept for a period of 4 weeks, provided they are not hazardous to health or perishable. (7) Orders outside our own service area will be carried out exclusively by licensed and insured partner companies.
(8) The client is also liable for culpable breaches of duty by fellow passengers, in particular in the event of damage to the vehicle or non-compliance with safety regulations. Any recourse claims by third parties against DRIVERSLINE arising from the behavior of fellow passengers shall be borne by the client.
(9) Claims by the client for property damage or financial loss shall become time-barred within twelve months of the start of the statutory limitation period, provided that DRIVERSLINE has not acted with intent or gross negligence. The statutory limitation period for personal injury and claims under the Product Liability Act remains unaffected.

§ 7. Cancellation policy
Cancellation policy by service type
Unless otherwise agreed, the following rules apply:
Limousine and van services:
Cancellation is free of charge up to 5 days before the scheduled start of the service. After that, the following cancellation fees apply:
4–2 days in advance: 60%
1 day in advance: 90%
On the day of the service or in case of no-show: 100%
Sprinter and bus services:
Cancellation is free of charge up to 28 days before the scheduled start of the service. After that, the following cancellation fees apply:
27–8 days in advance: 25%
7–2 days in advance: 60%
1 day in advance: 90%
On the day of service or in case of no-show: 100%
Large events and special projects:
For events requiring increased coordination (e.g., more than 5 vehicles or long-term resource commitment), individually agreed cancellation deadlines and fees may apply. These are expressly regulated in the respective order confirmation.
Rebookings: Rebookings (e.g., changes to the time, location, number of participants, or vehicle category) are only possible after prior consultation with DRIVERSLINE and in writing. If a rebooking is made at short notice or causes additional expenses comparable to those incurred by a cancellation, we reserve the right to charge the above-mentioned cancellation fees on a pro rata basis.
Non-refundable third-party costs:
The above cancellation conditions do not apply to accommodation costs, admission tickets, ferry costs, or comparable ancillary costs that we book on behalf of the client. These are payable in full in the event of cancellation or are non-refundable in the event of advance payment, unless cancellation free of charge is possible with the third-party provider.
General information: Cancellations and rebookings must be made in writing (e.g., by email) and received by us on weekdays (Mon–Sat) between 8:00 a.m. and 7:00 p.m. Outside these hours, the next working day shall be deemed the date of receipt.
The client reserves the right to prove that no damage or less damage has been incurred.

§ 8. Restrictions on use / Exclusion from transport
(1) Passengers must comply with the applicable safety regulations during the journey. Seat belts must be worn where available. The instructions of the driving personnel must be followed.
(2) Smoking is prohibited in all vehicles. The consumption of food and beverages is only permitted after consultation with the driving personnel.
(3) The carriage of dangerous, explosive, flammable, radioactive, foul-smelling, or otherwise hazardous substances is prohibited.
(4) Passengers who endanger the safety of the operation or third parties through their behavior, harass the driving personnel, or violate legal regulations (e.g., gross contamination, severe drunkenness, aggression) may be excluded from transportation. In such cases, the full fare remains payable. Any additional costs resulting from interruption or termination of the journey shall be borne by the customer.

(5) The client shall be liable for any contamination exceeding the usual level. DRIVERSLINE is entitled to charge cleaning costs.
For light to moderate soiling (e.g., spilled drinks, food residues, dirt on seats), a flat-rate cleaning fee of up to EUR 250.00 may be charged.
In the case of heavy or health-threatening soiling (e.g., vomit, blood, nicotine residues, strong odors), a flat-rate special cleaning fee of up to EUR 500.00 may be charged. The client reserves the right to prove that the damage incurred was less than this amount.
(6) Children under the age of 12 or under 150 cm in height may only be transported with suitable restraint systems. The client is obliged to inform us in good time if minors are to be transported so that the appropriate equipment can be provided. Pets may only be transported by prior arrangement.

§ 9. Liability of the client
(1) The client is liable for any damage or contamination to the vehicle caused by them or their fellow travelers, including property damage, repair costs, and downtime.
(2) In addition, they are liable for any downtime costs, cleaning costs, and consequential costs.

§ 10. Data protection and GPS tracking
(1) We process personal data exclusively for the purpose of initiating and executing contracts on the basis of Art. 6 (1) (b) GDPR and to safeguard legitimate interests in accordance with Art. 6 (1) (f) GDPR (e.g. for resource planning, security, billing, and quality assurance).
(2) All company vehicles are equipped with GPS systems. Location tracking is used for real-time dispatching, route optimization, vehicle safety, and emergency response exclusively during business use. Access to GPS data is restricted to authorized personnel, and the stored data is automatically deleted after 28 days at the latest.
(3) Personal data is only passed on to partner companies to the extent necessary and with appropriate data protection guarantees. For further information, in particular on the storage period, data transfer, and the rights of data subjects, please refer to our privacy policy at: driversline.com/privacy-policy

§ 11. Creditworthiness
(1) DRIVERSLINE reserves the right to obtain credit information about the client before concluding a contract or during the business relationship, especially in the case of initial orders or high order values.
(2) Credit data is collected and processed exclusively to safeguard legitimate interests in accordance with Art. 6 (1) lit. f GDPR. For details, please refer to our privacy policy.

§ 12. Offsetting and right of retention
(1) The client is only entitled to offset claims against DRIVERSLINE if their counterclaims have been legally established, are undisputed, or have been recognized by DRIVERSLINE.
(2) The client may only exercise a right of retention if its counterclaim is based on the same contractual relationship.

§ 13. Right to make changes to the vehicle
(1) DRIVERSLINE reserves the right to replace the originally promised vehicle with a model of equal or higher value if this is necessary for operational reasons.
(2) This does not give rise to a claim for a reduction in price, provided that the agreed service remains equivalent overall.
(3) The client’s claim relates exclusively to the booked vehicle category (e.g., first-class limousine, business class, etc.). A specific vehicle model or a specific vehicle (e.g., a vehicle with individual equipment, color, or license plate) cannot be guaranteed.
(4) If the promised vehicle is not available due to technical defects, force majeure, or other unforeseen circumstances, and no replacement vehicle of equal or higher value is available, DRIVERSLINE is entitled, in exceptional cases, to use a functionally suitable but qualitatively different replacement vehicle (e.g., business limousine instead of first-class limousine). In this case, the agreed fare shall be reduced appropriately in accordance with the difference to the originally agreed vehicle class. The amount of the reduction shall be calculated on the basis of the originally agreed price of the vehicle class and the vehicle category actually used. Any further claims for damages are excluded, unless DRIVERSLINE is responsible for the deviation through intent or gross negligence.

§ 14. Conditions of carriage
(1) Domestic transportation is carried out exclusively by licensed and insured vehicles in accordance with the provisions of the Passenger Transportation Act (PBefG) by qualified driving personnel.
For cross-border or international transportation services, transportation is carried out in accordance with the applicable legal and regulatory provisions of the country of operation by contractually bound and duly licensed partner companies.

§ 15. Rebookings
(1) Rebookings are generally only possible in consultation with DRIVERSLINE and must be made in writing.
(2) If a rebooking is possible for operational reasons, this constitutes a gesture of goodwill and does not justify any claim to future rebookings.
(3) In addition, the rebooking regulations in § 7 of these General Terms and Conditions apply.

§ 16. No-show definition
(1) A “no-show” occurs when the passenger does not appear at the agreed pick-up location at the agreed pick-up time and cannot be reached within the agreed waiting time to ensure that the journey can take place.
In this case, the trip is considered canceled and will be charged at 100% of the fare in accordance with the cancellation conditions in § 7.

§ 17. Prevention by the client
(1) If the client is prevented from using the service for reasons for which DRIVERSLINE is not responsible, DRIVERSLINE’s claim to remuneration remains unaffected. The client is obliged to inform DRIVERSLINE immediately of any impediment.
(2) Any cancellation costs, in particular for advance bookings, will be charged in accordance with the cancellation policy.

§ 18. Text form
(1) Amendments, supplements, or subsidiary agreements to these GTC must be made in text form (e.g., email) to be effective.
(2) This also applies to the cancellation of this text form clause itself.

§ 19. Place of jurisdiction and final provisions
(1) If the client is a merchant, a legal entity under public law or a special fund under public law, the place of jurisdiction for all disputes arising from the contractual relationship is the registered office of DRIVERSLINE.
(2) German law applies exclusively, excluding the UN Convention on Contracts for the International Sale of Goods.
(3) Should individual provisions of these General Terms and Conditions be or become invalid in whole or in part, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by the statutory provision.

(4) The contractual place of performance is the registered office of DRIVERSLINE in Hamburg, unless another place of performance has been expressly agreed in the contract or results from the nature of the service owed. Services provided outside of our own service area are performed on behalf of DRIVERSLINE by partner companies.
(5) The contract language is German. German law applies. For consumers, the statutory provisions on jurisdiction apply (Section 29 of the German Code of Civil Procedure (ZPO), place of jurisdiction at the consumer’s place of residence).

§ 20. Note on consumer dispute resolution
DRIVERSLINE is neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.

§ 21. Declarations of consent for group bookings
In the case of group bookings, the client confirms upon conclusion of the contract that all participants agree to the transfer of their personal data to DRIVERSLINE for the purpose of order processing. In the case of minors, a written declaration of consent from their legal guardians is also required. The client shall ensure that these declarations are available in good time before the start of the journey. The client is obliged to present the declarations of consent at the request of DRIVERSLINE.

§ 22. Force majeure
(1) In the event of force majeure (e.g., natural disasters, strikes, official orders), DRIVERSLINE shall be released from its obligation to perform. The client shall be entitled to a refund of any amounts already paid if the service has not been provided.

§ 23. Termination
(1) The contract may be terminated by either party for good cause, e.g., in the event of insolvency or repeated breaches of contractual obligations. Termination must be made in writing.