Terms and Policies | Green SM

Last updated: 15 September 2026 These Terms of Use consist of three parts: (A) the Core Terms, which apply to your use of the Application, the Platform and the Services in every EU country where Green SM operates; (B) the Country Schedule, which contains the country-specific provisions, including the identity of your contracting entity, its regulatory status, the applicable local law, prices, payment, withdrawal rights, complaints and dispute resolution, for the country in which the Services are provided to you (the “Country”); and (C) the Service-Specific Terms. The Core Terms, the Country Schedule for the Country and the Service-Specific Terms, read together with any supplementary terms, are collectively referred to as the “Terms”. Green SM may from time to time adopt policies, guidelines or codes of conduct relating to the use of the Application, the Platform or the Services (the "Policies"). The Policies as in place and communicated to you from time to time form part of the Contract and apply to your use of the Services. Please read these Terms carefully before installing or using the Application or accessing the Platform. By creating a User Account or by booking a Trip through the Application, you enter into a legally binding electronic agreement with Green SM consisting of these Terms (the “Contract”). Nothing in the Contract limits or excludes any rights you have under mandatory law of the Country or of the European Union. In the event of any conflict between the Contract and mandatory law, mandatory law prevails. PART A, CORE TERMS 1. Definitions 1.1. “Applicable Law” means all statutes, regulations, executive orders, decisions and other legally binding requirements applicable in the Country from time to time, including the transport legislation identified in the Country Schedule, consumer protection legislation and data protection legislation. 1.2. “Application” means the Green SM mobile application installed on mobile or other electronic devices, operated by Green SM and updated from time to time. 1.3. “Complaints Body” means the alternative dispute resolution or complaints body (if any) identified in the Country Schedule. 1.4. “Country Schedule” means Part B of these Terms applicable to the Country. 1.5. “Customer” means any person who receives the Services, including the User and any passenger for whom the User has booked a Trip. 1.6. “Driver” means a driver who holds the licenses and permits required under Applicable Law, as further described in the Country Schedule, and performs Trips sold through the Platform. 1.7. “Fare” means the price payable by the User to Green SM for a Trip, including VAT (where applicable) and any disclosed booking or platform fee, but excluding bridge, ferry and road tolls, parking fees and similar third-party charges charged in connection with the trip, which may be added as disclosed and as permitted under Applicable Law. The VAT treatment of passenger transport in the Country is described in the Country Schedule. 1.8. “Green SM” (“we”, “us”) means the Green SM group company identified in the Country Schedule as your contracting party for the Country. 1.9. “Platform” means the Green SM technology platform, comprising the Application, associated software, portals and websites operated by Green SM, through which Users may request and manage the Services. 1.10. “Services” means (a) the passenger transport services described in the Country Schedule; and (b) the related digital services made available through the Application, such as booking, trip tracking, payment and customer support. Certain additional service types offered in the Application may be subject to Service-Specific Terms. 1.11. “Trip” means a transportation journey determined by the pickup pointt and one or more drop-off points, agreed between the Customer and Green SM through the Application. 1.12. “User” means any individual who creates a User Account and uses the Application, the Platform and/or the Services. 1.13. “User Account” means the account created and activated by the User in the Application for the purpose of accessing and using the Services. 1.14. “Vehicle” means a passenger car meeting the requirements of Applicable Law, as further described in the Country Schedule, and used to provide the Services. 2. Structure of the Contract and role of Green SM 2.1. The Contract consists of these Terms (the Core Terms, the Country Schedule and the Appendix) and any Service-Specific Terms or campaign terms presented in the Application. 2.2. In the event of any inconsistency, the Country Schedule prevails over the Core Terms and the Appendix, and Service-Specific Terms or campaign terms supplement, but cannot reduce, your rights under these Terms or under mandatory law. 2.3. Green SM’s regulatory status in the Country, and the role in which Green SM contracts with you, including where Green SM is the seller and provider of the transport itself and your contractual counterparty for the Trip, are described in the Country Schedule. 2.4. The Services are available in the coverage areas shown in the Application from time to time. Green SM may adjust coverage areas and service types. Adjustments do not affect confirmed bookings. 3. User Account and eligibility 3.1. To use the Services you must create a User Account in the Application. You may be asked to provide certain personal details, such as your name, mobile number and email address, and, if you wish to pay in-app, at least one valid payment method. Your personal data is processed as described in our Privacy Policy (See Section 12). 3.2. You must be at least 18 years of age and have legal capacity to enter into the Contract to create a User Account or purchase Services. Persons under the age of 18 may travel as passengers, subject to Green SM's policy on minors and Applicable Law, but may not create a User Account, purchase Services, or otherwise act as the contracting party for the Services. 3.3. You agree to keep your account information accurate, complete and up to date. You should take reasonable steps to keep your login credentials and device secure and notify Green SM without undue delay if you become aware of any unauthorized access to or use of your User Account. You are responsible for bookings made through your User Account unless the unauthorized use was not attributable to you or mandatory law provides otherwise. 3.4. To protect your account and prevent unauthorized access and fraud, Green SM may from time to time ask you to verify your identity, contact details, login details or payment method, and may, where objectively justified, restrict access to the User Account or to in-app payment until the verification is completed. 3.5. The User Account is personal and may not be transferred or sold. Where the Application permits it, you may book a Trip on behalf of another person; in that case you remain responsible for payment of the Fare, and you must ensure that the passenger is informed of these Terms and of the processing of their personal data. 4. Booking and conclusion of the contract of carriage 4.1. You request a Trip by entering the pickup pointt, destination(s) and preferred service type in the Application. Before you confirm the booking, the Application will display the Fare as either (i) a fixed price for the Trip, or (ii) an estimate based on Green SM’s published tariffs, together with any applicable fees. A binding contract of carriage for the Trip is concluded when Green SM accepts your booking in the Application and a Driver and Vehicle are assigned to your booking. 4.2. Where a fixed price has been agreed in the Application, that price is binding for the Trip booked, provided the Trip details (pickup, destination(s), stops and service type) remain unchanged. If you change the destination, add stops or otherwise change the Trip during the ride, the Fare will be recalculated in accordance with Green SM’s published tariffs or a new fixed price offered in the Application. Country-specific rules on fixed prices are set out in the Country Schedule. 4.3. For metered Trips, the Fare is calculated in accordance with Green SM’s published tariffs and Applicable Law, as further described in the Country Schedule. Waiting time initiated by you and legitimate surcharges disclosed in the tariff (e.g., night, weekend or special-day rates) may apply. 4.4. Where the Application allows you to book a Trip for a later time, Green SM will use professional efforts to have a Vehicle at the pickup pointt at the agreed time. If Green SM is unable to perform a confirmed scheduled Trip, we will notify you as soon as possible and you will not be charged for the Trip; your statutory remedies for non-performance remain unaffected. 4.5. Under applicable consumer law, the statutory right of withdrawal for distance contracts does not apply to contracts for passenger transport. You may instead cancel a booking as described in Section 7. Withdrawal rights for subscriptions, vouchers and gift cards are described in Section 8 and the Country Schedule. 4.6. Green SM may decline a booking on objective grounds, for example where no Vehicle is available in the area, where the requested Trip would be unlawful or unsafe, where required payment authorization fails, or where the User Account has been suspended under Section 14. Green SM does not refuse carriage on discriminatory grounds, and no charge is made for an accompanying wheelchair, guide or assistance dog or similar mobility aids. 4.7. The contract of carriage is concluded electronically through the technical steps described in this Section 4, you enter the Trip details, review the displayed price and terms, and confirm the booking, after which Green SM accepts the booking. The Contract may be concluded in the languages stated in the Country Schedule. These Terms are stored by Green SM and remain accessible in the Application and on the website identified in the Country Schedule, and the details of each concluded Trip are stored and available to you in your Trip history in the Application. 5. Fares and price information 5.1. Green SM’s tariffs, including the rates and the prices of any ancillary services, are published on the website identified in the Country Schedule and are available in the Application. Any regulatory framework applicable to Green SM’s prices (such as a national price caps or restrictions on price changes) is described in the Country Schedule. Fixed prices offered in the Application may vary depending on demand, time, distance and route at the time of booking. The price applicable to your Trip is always displayed before you confirm the booking, and any regulatory constraints on pricing in the Country (such as national price caps) are described in the Country Schedule. 5.2. The Fare does not include bridge, ferry and road tolls, parking fees or similar third-party charges actually incurred for your Trip, which will be added to the Fare at the actual cost incurred by Green SM. 5.3. Fare estimates shown in the Application for metered Trips are estimates only and should not be considered Fixed prices as specified in Section 4.2. The final Fare may differ due to route, traffic, waiting time and changes requested by you. 5.4. After each Trip you will receive a digital receipt containing the information required under Applicable Law, as further described in the Country Schedule. Receipts are available in the Application under Trip history and can be sent by email upon request. 5.5. If you believe you have been charged incorrectly, please contact Green SM support (Section 15). Where a charge is found to be incorrect, Green SM will correct it and refund any overpayment without undue delay and no later than 14 days after the refund is determined, using the same means of payment you used, unless you expressly agree otherwise. You will not be charged any fee for the refund. 6. Payment 6.1. Available payment methods are displayed in the Application and, where relevant, in the Vehicle, and may vary by country, location and time as set out in the Country Schedule. Available in-app payment methods are shown before you confirm the booking. 6.2. In-app payments are processed by licensed payment service providers engaged by Green SM. Your card details are collected and processed by the payment provider in accordance with applicable payment services law. By adding a payment method you authorize the payment provider to charge the Fare and any other amounts properly payable under the Contract (e.g., cancellation fees under Section 7) to that payment method. 6.3. Green SM does not add surcharges for payment with consumer payment cards where such surcharges are prohibited under Applicable Law. Any lawful payment-related fees will be disclosed before you confirm the booking. 6.4. If a payment fails or is charged back, Green SM may require an alternative payment method and may suspend in-app payment (but not your statutory access to pay by other offered means) until outstanding amounts are settled. With prior notice and an itemization, Green SM may collect amounts properly due but not yet paid by charging your registered payment method where available, or require that such amounts are settled before or together with the payment for your next booking. Statutory default interest and reasonable reminder fees may be applied to overdue amounts in accordance with Applicable Law. 6.5. If an amount has been charged, collected or paid out in error, each party will assist in correcting the error. Green SM will refund overcharges as described in Section 5.5, and you agree that Green SM may, with prior notice and an itemization, recover amounts that were due but not collected, or that were refunded or paid out to you in error. You will not be charged any fee for corrections attributable to Green SM. 6.6. Your own bank or payment provider may charge you fees in connection with a payment, such as international transaction or currency conversion fees. Such fees are outside Green SM’s control, are not part of the Fare and are not received by Green SM; please check the terms of your payment provider. 6.7. Tips are entirely voluntary. Where the Application allows you to add a tip after a Trip, the applicable tipping terms, including how tips are handled and paid out, will be disclosed in the Application. 6.8. Where the Application offers invoicing or business-account features, supplementary terms presented at activation apply. 7. Cancellation and no-show 7.1. You may cancel a booking in the Application at any time before the Trip begins. Cancellation is free within the time window disclosed in the Application. If you cancel after a Vehicle has been dispatched and outside the free window, or if you do not appear at the pickup pointt within the waiting period disclosed in the Application, Green SM may charge the reasonable cancellation/no-show fee disclosed in the Application and in the tariff, reflecting the costs incurred. 7.2. You will always be informed of the applicable cancellation terms, including any fee and the free cancellation window, before you confirm a booking. 7.3. If Green SM cancels a confirmed booking, or the Vehicle fails to arrive at the pickup point, you will not be charged for the Trip, and Green SM will use reasonable efforts to assign another Vehicle to you as soon as possible if you still require the Trip. Your statutory remedies for non-performance or delay attributable to Green SM remain unaffected. 7.4. The Driver may refuse to commence or may terminate a Trip on objective safety or legal grounds, for example where a Customer behaves in a threatening or abusive manner, is heavily intoxicated and unaccompanied, refuses to wear a seatbelt, attempts to transport prohibited items, or where more passengers arrive than the Vehicle is registered to carry. Where a Trip has not commenced, the applicable cancellation or no-show policy may apply. Where a Trip has commenced, Green SM may charge for the portion of the Trip already performed, where permitted by Applicable Law and the applicable tariff. 8. Subscriptions, vouchers, gift cards and promotions 8.1. Green SM may offer subscriptions, benefit packages, vouchers and gift cards for purchase in the Application. The price, term, renewal and cancellation conditions will be presented before purchase. Subscriptions that renew automatically can be cancelled at any time with effect from the end of the current billed period. Any additional or stricter national rules on the termination of subscriptions are set out in the Country Schedule. 8.2. When you purchase a subscription, voucher or gift card at a distance, you have a 14-day right of withdrawal in accordance with Applicable Law, starting on the day of purchase. If you request that the service begins during the withdrawal period, you may be required to pay a proportionate amount for the part of the service already supplied if you subsequently exercise your right of withdrawal. The right of withdrawal does not apply to individual Trips (see Section 4.5) and lapses where the service has been fully performed with your prior express consent and acknowledgement, where permitted by Applicable Law. Instructions on how to exercise your right of withdrawal, including the statutory model withdrawal form where required by Applicable Law, are available at the time of purchase and on the website identified in the Country Schedule. 8.3. Gift cards, prepaid credit and other paid electronic value issued by Green SM are valid for the period stated at purchase or as otherwise set out in the Country Schedule. 8.4. Promotional codes and campaign benefits (each a “Promotion”) are provided free of charge and are subject to the specific campaign terms disclosed with the Promotion, including validity period and scope. Promotions are personal, may not be sold or transferred unless the campaign terms allow it, have no cash value, cannot be redeemed for cash and may be withdrawn in case of misuse or fraud. Campaign terms cannot derogate from your mandatory rights. For the avoidance of doubt, the redemption right in Section 8.3 applies only to gift cards, vouchers and credit purchased for consideration, not to free Promotions. 9. Your use of the Services 9.1. When using the Application and the Services, you agree that you will: a. use the Application, the Platform and the Services only for lawful purposes and in accordance with these Terms; b. provide accurate and complete information when creating your User Account and when booking Trips; c. comply with the Driver’s reasonable safety instructions, use seatbelts as required by Applicable Law, and ensure that children travelling with you are secured in accordance with Applicable Law (country-specific rules on child restraints in taxis, and the option to request a child seat when booking, are described in the Country Schedule, availability is not guaranteed); d. not smoke (including e-cigarettes) or consume alcohol or controlled substances in the Vehicle, and not bring open food or drink likely to soil the Vehicle; e. not bring dangerous, illegal or prohibited items into the Vehicle (including weapons, explosives, and illegal substances). Luggage and other items may be brought in accordance with Applicable Law, the Country Schedule and the practical guidance in the Application. You remain responsible for your luggage during the Trip; f. not use the Services to transport sensitive, perishable, fragile, irreplaceable or unusually valuable items requiring special handling. Such items are carried at your own care and risk; g. not harass, threaten or discriminate against Drivers, other Customers or Green SM staff, and not damage the Vehicle. You are liable for damage to or extraordinary soiling of the Vehicle caused by you or by passengers you have booked for, and Green SM may charge you the documented, reasonable cost of cleaning or repair; h. not submit false or abusive bookings or repeatedly cancel bookings without legitimate reason, and not misuse Promotions; i. not interfere with, reverse engineer, scrape or disrupt the Application or the Platform, or use them to develop a competing service, except to the extent such restrictions are unenforceable under mandatory law; j. only bring pets or other animals in accordance with the pet policy shown in the Application (service animals such as guide and assistance dogs are always carried, free of charge, subject only to limitations due to genuine safety/capacity issues); animals must be transported in a safe manner and may be required to be restrained, placed in a carrier or otherwise secured where necessary for safety with the passenger responsible for ensuring that any animal is transported safely and in compliance with applicable law.; and k. bear your own telecommunications charges incurred in using the Application. 9.2. If Green SM has objective indications of fraud, misuse of the Platform or of Promotions, or another breach of these Terms, you agree to cooperate reasonably and in good faith with Green SM’s investigation of the matter. Green SM may report unlawful activity to the police or other competent authorities where required or permitted by Applicable Law. 9.3. Please check that you have all your belongings before leaving the Vehicle. If you have left an item in a Vehicle, contact support via the Application as soon as possible and we will help trace it. Found items are handled in accordance with Applicable Law on found property, as further described in the Country Schedule. Items that are not collected or returned may be handed over to the police. Green SM may charge the documented, reasonable cost of returning an item to you (e.g., delivery by taxi) if you request this and agree to the cost in advance. 10. Ratings, reviews and User Content 10.1. The Application may allow you to rate Trips and submit feedback, support requests or other content (“User Content”). You retain ownership of your User Content. You grant Green SM a non-exclusive, royalty-free, worldwide license to use, reproduce and display User Content for the purposes of operating, improving and promoting the Services, for as long as your User Content is retained. Where User Content contains personal data, our processing is governed by the Privacy Policy, and this license does not limit your rights under the GDPR. 10.2. You must not submit User Content that is unlawful, defamatory, hateful, obscene or infringes third-party rights. Green SM may remove such content and may use ratings and feedback in its quality and safety work. 11. Intellectual property 11.1. All intellectual property rights in and to the Application, the Platform, the Green SM trademarks and related materials are owned by Green SM, its group companies or its licensors. You are granted a personal, non-exclusive, non-transferable, revocable license to install and use the Application for your own use of the Services in accordance with these Terms. Nothing in the Contract transfers any intellectual property rights to you. 11.2. If you download the Application from a third-party app store (e.g., Apple App Store or Google Play), the store’s own terms also apply to the download and updates. The app store operator is not a party to the Contract and is not responsible for the Services. Any claims relating to the Services should be directed to Green SM. 12. Personal data 12.1. Green SM processes your personal data as data controller in accordance with the GDPR and applicable national data protection law. Details of the processing, including purposes, legal bases, recipients, retention periods and your rights (access, rectification, erasure, objection, portability and the right to complain to the supervisory authority identified in the Country Schedule), are set out in our Privacy Policy, available on the website identified in the Country Schedule and in the Application. 12.2. Applicable Law may require Green SM to record and retain certain information about every Trip and to make such information available to the authorities upon request. Any such statutory recording obligations are described in the Country Schedule and in the Privacy Policy as a legal obligation. 12.3. Vehicles may be equipped with safety equipment (e.g., dashcams/interior cameras) to the extent this is lawful according to Applicable Law. Where used, this is clearly signposted and described in the Privacy Policy. 13. Electronic marketing 13.1. Green SM will only send you marketing by email, SMS or push notification if you have given your consent in accordance with Applicable Law, or where otherwise permitted by law (e.g., service messages about your Trips, receipts and safety notifications, which are not considered marketing). You can withdraw your consent at any time free of charge in the Application settings or via the unsubscribe link in each message. 14. Availability, liability, suspension and termination 14.1. Green SM aims to keep the Application available at all times but does not guarantee uninterrupted or error-free operation. The Application may be temporarily unavailable due to, e.g. maintenance, updates, or failures in networks, devices or third-party services. Where the Application is unavailable, you may book by other channels where offered (see the Country Schedule). Green SM is not responsible for failures attributable to your own device, connectivity or incorrect information provided by you. 14.2. Green SM does not guarantee that a Vehicle will be available at any given time or place. A booking is only binding once accepted (Section 4.1). Confirmed bookings, including confirmed scheduled Trips, are performed in accordance with the Contract, and your statutory remedies apply in case of non-performance or delays attributable to Green SM. 14.3. Green SM is liable in accordance with the general rules of the law of the Country. Nothing in these Terms excludes, limits or restricts Green SM's liability to the extent such liability cannot be excluded or limited under Applicable Law, including liability for personal injury, damage covered by mandatory motor third-party liability legislation, or liability arising from gross negligence or wilful misconduct. 14.4. Subject to Section 14.3, Green SM is not liable for indirect or consequential losses, such as loss of profit, in connection with your use of the Services. If you have informed Green SM at booking of a specific, time-critical purpose (e.g., a flight or train departure) and a delay attributable to Green SM causes you a documented loss, Green SM’s liability is assessed under the general rules of the law of the Country. We recommend allowing adequate time and using the scheduled-trip feature for time-critical journeys. 14.5. You are liable in accordance with the general rules of liability of the Country for losses you cause to Green SM, including damage to Vehicles (Section 9) and losses caused by your breach of these Terms or misuse of your User Account. 14.6. Green SM may suspend or restrict your User Account, with notice stating the reason, where there are objective grounds, including: (i) material or repeated breach of these Terms; (ii) fraud, misuse of Promotions or chargebacks; (iii) threatening, violent or harassing behavior toward Drivers or staff; or (iv) where required by law or by order of an authority. Where the circumstances allow, Green SM will give you an opportunity to remedy the matter before termination. Suspension of the User Account does not affect accrued rights, including your right to refunds properly due and your access to the complaints procedure in Section 15. 14.7. Green SM may terminate the Contract by giving you at least 30 days’ notice in a durable medium, for example where Green SM discontinues the Services or a service feature in the Country. Ordinary termination does not affect confirmed bookings, accrued rights, including refunds properly due and remaining gift-card or prepaid value in accordance with Section 8.3 and the Country Schedule, or your access to the complaints procedure in Section 15. Green SM’s rights under Section 14.6 remain unaffected. 14.8. You may stop using the Services and delete your User Account at any time in the Application or by contacting support. Deletion of the account does not affect payment obligations already incurred, and Green SM will retain data only as required or permitted by law (see the Privacy Policy and Section 12). 14.9. Green SM may amend these Terms. Material changes to your detriment will be notified in the Application and/or by email at least 30 days before they take effect. If you do not accept a material change, you may terminate free of charge with effect from the date the change takes effect. Changes required by law, changes to fares made in accordance with Section 5.1, and changes that are neutral or to your benefit may take effect with shorter or no notice if allowed according to Applicable Law. The current version of the Terms is always available in the Application and on the website identified in the Country Schedule. 14.10. Neither party is liable for failure to perform its obligations (other than payment obligations already incurred) to the extent performance is prevented by extraordinary circumstances beyond that party’s reasonable control which could not reasonably have been foreseen or avoided, such as natural disasters, extreme weather, war, acts of authorities, road closures, strikes or lockouts (other than those limited to Green SM’s own workforce), or widespread failures of power, telecommunications or payment infrastructure. Affected obligations are suspended for the duration of the impediment. If a Trip cannot be performed for such reasons, you will not be charged for it. 15. Customer support and complaints 15.1. You can reach Green SM customer support in the Application and via the contact channels stated in the Country Schedule. 15.2. If you are dissatisfied with a Trip, for example the price charged, the route taken, a delay, the Driver’s service, or damaged luggage, please submit a complaint via the Application or to the complaints contact stated in the Country Schedule. To help us handle your complaint, please state the date, start and end time of the Trip and the pickup/drop-off addresses (available in your Trip history). Green SM will acknowledge and respond to complaints within the period stated in the Country Schedule. 15.3. If you are not satisfied with the outcome of your complaint to Green SM, you may, after first having complained to Green SM, bring the complaint before the Complaints Body, as further described in the Country Schedule. 15.4. You may also always bring a dispute before the ordinary courts (Section 16). 16. Governing law and venue 16.1. The Contract is governed by the law of the Country, as stated in the Country Schedule. Disputes may be brought before the ordinary courts of the Country. If you are a consumer, this Section does not deprive you of the protection of mandatory venue and choice-of-law rules, including your right to sue and be sued at your home court. 17. General provisions 17.1. Green SM may give you notices via the Application, by email to your registered email address, or by other durable medium. You may give notice to Green SM using the contact details in the Country Schedule. 17.2. You may not transfer the Contract without Green SM’s consent. Green SM may transfer the Contract to a group company or in connection with a transfer of the business, provided the transfer does not diminish your rights under the Contract. 17.3. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in force, and the invalid provision shall be replaced by a valid provision that most closely reflects its purpose. 17.4. These Terms are issued in the languages stated in the Country Schedule, which also states which language version prevails in case of discrepancy. 17.5. The Contract, and any supplementary service terms, constitutes the entire agreement between you and Green SM concerning the Services and supersedes prior agreements on the same subject matter, without prejudice to rights already accrued. 17.6. Provisions which by their nature are intended to apply after the end of the Contract, including payment obligations already incurred, remain in force after the Contract ends. PART B, COUNTRY SCHEDULE: THE NETHERLANDS This Country Schedule applies where the Services are provided in the Netherlands. It supplements the Core Terms and, in case of any inconsistency, prevails over them. Terms defined in the Core Terms have the same meaning in this Country Schedule. NL.1 Contracting Entity. Your contracting party is Green and Smart Mobility Netherlands B.V. (“Green SM”), a private limited liability company incorporated under the laws of the Netherlands. Green SM provides taxi transport in the Netherlands under a valid taxi operator licence (ondernemersvergunning taxivervoer) issued through Kiwa Register. The company’s registered details, Dutch Chamber of Commerce (KvK) number and contact information shall be stated in the Application, on the Website and in NL.11 below. NL.2 Role and regulatory status. Green SM acts as the taxi transport operator and contractual counterparty for Trips sold and accepted through the Application, unless the Application expressly identifies another contracting model for a particular service. Taxi transport is performed only by Drivers and Vehicles meeting the requirements of Dutch taxi law. Drivers must hold a valid chauffeurskaart and Vehicles must satisfy the applicable taxi registration, equipment and insurance requirements. Green SM must hold the required taxi operator licence. For services subject to additional municipal rules, including Amsterdam rules applicable to the street-hail/stand market, Green SM and its Drivers will comply with any additional local requirements that apply to the relevant Trip. The Inspectie Leefomgeving en Transport (ILT) supervises compliance with national taxi rules. NL.3 Applicable Law; Services. For the Netherlands, Applicable Law includes in particular the Wet personenvervoer 2000 and subordinate taxi regulations, the Dutch Civil Code (Burgerlijk Wetboek), including mandatory consumer law, the Road Traffic Act and applicable vehicle/traffic rules, the General Data Protection Regulation (GDPR) and the Uitvoeringswet AVG, the Telecommunicatiewet, and other applicable Dutch and EU legislation. The transport element of the Services consists of taxi transport (taxivervoer) provided in the Netherlands. The Dutch Website and the location at which these Terms are published shall be identified in the Application and on Green SM’s Dutch website. NL.4 Fares, price information, taximeter and receipts. For taxi services in the Netherlands, Green SM determines and publishes its applicable fares subject to mandatory Dutch taxi pricing rules. For the street-hail and taxi-stand market (opstapmarkt), the applicable start, distance and time components may not exceed the statutory maximum taxi tariffs in force at the time of the Trip, and the tariff card must be displayed as required by law. For pre-booked Trips, including Trips booked through the Application, Green SM may agree a fixed price with the User in advance. Where no fixed price has been agreed and Dutch law requires use of a taximeter, the Fare is calculated using the taximeter in accordance with the applicable tariff. After the Trip, Green SM will offer a printed or digital receipt (ritbon/ritbewijs) containing the information required by Dutch law, including the relevant Trip and taxi-operator information. Taxi passenger transport supplied in the Netherlands is subject to the reduced VAT rate applicable under Dutch tax law, currently 9%. Ancillary or other services may be subject to a different VAT treatment where required by applicable tax law. NL.5 Payment. The payment methods available for a Trip are displayed in the Application before booking and/or otherwise communicated before the Trip. Green SM may offer in-app card or electronic payments and, where applicable to the service concerned, payment in the Vehicle. Green SM will comply with mandatory Dutch and EU payment-services and consumer rules, including restrictions on surcharges for consumer payment instruments. Any payment method that is not available for a particular service will be clearly indicated before the booking is confirmed. NL.6 Withdrawal, subscriptions, vouchers and gift cards. The statutory 14-day withdrawal right for distance contracts does not apply to individual passenger-transport services where the statutory exclusion for passenger transport applies. Cancellation of an individual Trip is therefore governed by Section 7 and the cancellation terms displayed before booking. Where Green SM separately sells a subscription, voucher, gift card or other service to which a statutory withdrawal right applies, the User will receive the legally required pre-contractual information, withdrawal instructions and, where required, the model withdrawal form. Any validity period, renewal, termination and redemption rules will be disclosed before purchase and will comply with mandatory Dutch consumer law. NL.7 Conduct and carriage in the Netherlands. Seatbelts must be used in accordance with Dutch traffic law. Dutch law contains specific exceptions to the ordinary child-restraint rules for taxi transport; where an exception applies, children must still be transported in accordance with the applicable statutory safety requirements. Guide dogs and recognised assistance dogs will be carried without discriminatory treatment, subject only to genuine legal or safety limitations. Luggage, mobility aids, bicycles, prams, pets and other items are carried subject to applicable law, vehicle capacity and the practical conditions disclosed in the Application. Found property will be handled in accordance with Dutch law and Green SM’s lost-property procedure. NL.8 Personal data and electronic communications. Green SM processes personal data in accordance with the GDPR, the Uitvoeringswet AVG and the Privacy Policy made available in the Application and on the Website. The competent supervisory authority is the Autoriteit Persoonsgegevens. Green SM may process and retain Trip, Driver, Vehicle and operational data where required by Dutch taxi legislation, tax law, legal obligations, safety requirements or for other lawful purposes described in the Privacy Policy. Marketing by email, SMS, push notification or other electronic messages will be sent only where permitted under the Telecommunicatiewet and other Applicable Law. Where prior consent is required, Green SM will obtain it separately and Users may withdraw consent or opt out as required by law. NL.9 Support, complaints and dispute resolution. You can contact Green SM customer support through the Application and through the Dutch support contact details published on the Website. A complaint about a taxi Trip may be submitted to Green SM using those channels. Green SM will handle taxi complaints in accordance with Dutch law and will respond within the applicable statutory period; under the Dutch taxi complaints framework, taxi businesses must respond to a complaint within six weeks. The receipt for a Trip will contain the complaint information required by law. If Green SM is registered with and subject to the Geschillencommissie Taxivervoer, an eligible consumer may submit a dispute to that committee after first submitting the complaint to Green SM, subject to the committee’s rules. If that dispute-resolution route is not applicable, the User retains the right to bring the dispute before the competent Dutch courts and to use any other mandatory consumer redress mechanism available by law. NL.10 Governing law, venue and language. The Contract is governed by Dutch law. Disputes may be brought before the competent courts of the Netherlands, subject to the mandatory consumer-protection rules in Section 16, including any mandatory right of a consumer to bring proceedings before another competent court. These Terms may be made available in Dutch and English. If both language versions are provided, the Dutch version shall prevail to the extent permitted by mandatory law, unless Green SM expressly states otherwise at publication. NL.11 Contact information. Green and Smart Mobility Netherlands B.V. Address: Basisweg 32, 1043 AP Amsterdam, the Netherlands. KvK number: 99996901. Customer support email:support.nl@greensm.com. Website: https://www.greensm.com/nl-nl. PART C, APPENDIX: SERVICE-SPECIFIC TERMS The following Service-Specific Terms apply only to the extent that the relevant Service is made available by Green SM in the Netherlands and is displayed as available in the Application. The availability of a Service may vary by location and from time to time. A. GreenNow / On-Demand Taxi Services The Core Terms and the Netherlands Country Schedule apply to on-demand taxi Trips booked through the Application. B. Scheduled Trips and Airport Trips Section 4.4 applies to scheduled Trips. Where airport pickup services are offered, the Application will display, before booking or as otherwise applicable, any included waiting time and any additional waiting charges. Where flight tracking is offered, the scheduled pickup and waiting period may be adjusted by reference to the actual flight arrival time, as communicated in the Application. C. Business Trips Where a User uses a business profile or books a Trip through a business account, any separate terms agreed between Green SM and the relevant business customer apply to the business-account and payment arrangements. The individual User remains subject to these Terms insofar as they relate to the User’s personal use of the Application and the Services, including Sections 3, 9 and 10. D. Delivery Services If delivery services are launched in the Netherlands, they will be subject to separate supplementary terms made available to the User before use of the relevant service. Such terms may include requirements concerning permitted and prohibited items, size and weight limitations, delivery conditions and liability for consignments.