TERMS AND CONDITIONS OF USE OF ARRIVO.BG

PLATFORM: The website www.arrivo.bg (hereinafter referred to as the "Lessor").

OWNERSHIP AND OPERATIONS: The Arrivo.bg platform is operated and owned by PREMIUM TRANSFER LTD, UIC (EIK): 208631674, with its registered office and management address at: Republic of Bulgaria, Sofia (1574), Slatina District, "Hristo Smirnenski" Residential Area, Bl. 32A, Ent. 8, Ap. 40. The Company provides car rental services with a driver. Every service contract is concluded directly with PREMIUM TRANSFER LTD.

STATUS OF THE PLATFORM AND PARTNERS: The Lessor organises and provides car rental services with a driver, which on the Platform is described and defined for brevity as a "TRANSFER". The Lessor reserves the right, at its sole discretion and without any obligation to give the Client prior express notice, to assign the physical performance of the service (provision of the vehicle and/or driver) to third parties — its trusted commercial partners and subcontractors. All partners are selected in accordance with the Platform's internal quality and safety standards. The Lessor remains the principal party to the contract and is responsible to the Client for the conformity of the service.

USER/CLIENT: Any natural or legal person who makes a reservation for a car rental with a driver through the Platform.

Reservation confirmation: A reservation shall be deemed confirmed upon completion of the online form on the Lessor's website and successful payment of either a deposit of 30% of the total value of the service or 100% full prepayment (depending on the specifics of the selected transfer, destination or Client choice).

Currency and fees: All prices on the Platform are displayed in EUR including VAT. When paying with foreign bank cards, the Lessor shall not be liable for any additional currency-conversion fees or commissions charged by the Client's card-issuing bank.

Cash-free policy: For security and to ensure fast service, PREMIUM TRANSFER LTD operates entirely as a cash-free company. Payments for the services are accepted exclusively via the following digital methods:

Online at the time of booking: By credit or debit card directly through the payment module on the website.

Via a remote Payment Link: Sent by the dispatch centre by email, SMS or chat application (in cases of additional requested services, route changes or individual offers).

On board the vehicle: By credit or debit card on the driver's mobile POS terminal.

By bank transfer: By payment to the Lessor's bank account on the basis of an issued invoice or proforma invoice. This option is available to all Clients; the requested transfer shall be performed only on condition that the full amount has actually been credited to the account of PREMIUM TRANSFER LTD before the start time of the trip. All bank fees and transfer commissions are entirely for the Client's account.

Cash payments are NOT accepted in any form by the drivers. The Client must ensure a valid means of payment (bank card) to cover the value of the transfer or any on-site surcharges. If a cashless payment cannot be made on site, the service shall be cancelled at the Client's fault and the No-Show rules under Section III shall apply in full.

Pricing based on number of passengers: The price of the transfer is determined on the basis of the number of passengers declared at the time of booking; the company applies different tariffs for groups of "up to two passengers" and "more than two passengers". The Client bears full responsibility for providing accurate information about the exact number of travelling persons. In the event of incorrect or incomplete information (for example: a service booked for up to two persons but more passengers appear at the address), the Client is obliged to immediately pay the difference up to the actual price of the service. The surcharge is paid mandatorily by cashless means — on site via the driver's mobile POS terminal or by official charge to the bank card on file. The Lessor reserves the right to refuse to perform the transfer if the vehicle does not have the physical or legal capacity (under traffic-police and insurance requirements) to carry the additional passengers. In such case the reservation shall be deemed cancelled at the Client's fault on the day of travel (No-Show) and the amounts paid shall be retained in full as a penalty under Section III.

1. Cancellation by the Client:

More than 72 hours before the scheduled time of the transfer: The amount paid (whether a 30% deposit or 100% full payment) is refunded to the Client in full. The Lessor does not retain a penalty, but any transaction-processing fees (card or bank commissions) withheld by the payment operator are for the Client's account.

Less than 72 hours before the scheduled time of the transfer:

If the reservation was made with the minimum deposit: The deposit paid (30%) is retained in full as a penalty and is NOT refunded.

If the reservation was made with 100% full prepayment: The Lessor retains an amount equal to the standard deposit (30% of the total trip value) as a penalty, and the remaining 70% is refunded to the Client.

2. Definition of No-Show:

The reservation shall be deemed failed due to the Client's no-show at the Client's fault, in which case all amounts paid (deposit or full amount) are retained in full by the Lessor as a penalty for the resource that was committed and blocked, in the following cases:

Standard airport pickup: If the Client does not appear and does not contact the driver or the dispatch centre within 30 minutes after the actual landing of the flight.

Pickup from a private or hotel address: If the Client does not appear and does not make contact within 30 minutes after the scheduled time of the transfer.

Intercity transfers (with a starting point outside Sofia): For services that by requirement are prepaid 100% — if the vehicle has departed from its base in Sofia toward another city to meet the Client and, upon arrival at the address, the Client does not appear within 30 minutes and does not make contact, the entire prepaid amount (100%) is retained as a penalty to cover the transport costs.

Hourly engagements: If the Client does not appear at the starting point within the first 30 minutes of the scheduled start time, without notifying the Lessor of the delay, the entire amount paid for the full hourly engagement is NOT refunded, as the vehicle was withdrawn from the company's schedule for the full period.

Conduct / Alcohol / Violations: If the driver refuses or terminates the performance of the service on site in accordance with the safety, conduct or dangerous-goods rules set out in Section IV (items 3, 5 and 6).

Responsibility for the accuracy of the data: The Client bears full responsibility for the correct and accurate entry of the date, time and transfer details (taking into account the time zone of the location) and the exact flight number. If the Lessor dispatches a vehicle based on incorrectly entered data (wrong date, wrong time or a non-existent flight), the service is deemed a No-Show. Any subsequent dispatch of a new vehicle is treated as an entirely new reservation and is subject to separate charging.

3. Specifics for flight delays:

In the event of a flight delay of more than 2 (two) hours, the Lessor will make every effort to reorganise its schedule and provide a vehicle for the new arrival time. If the current fleet load does not permit performance of the service at the new time, the reservation is cancelled. Since the delay is outside the Lessor's control, the amount paid (deposit or full payment) is retained as a penalty for the blocked and unused vehicle slot. However, the Lessor offers the option to transfer the retained amount in full as a credit (voucher) toward a new future reservation, valid for a period of 12 months from the date of the original trip.

4. Cancellation through fault of the Lessor:

In cases where the reservation is cancelled entirely through the fault or technical reasons of the Lessor (sudden emergency breakdown of the vehicle prior to the transfer, unforeseen internal logistical circumstances, etc.), the Client shall receive a 100% refund of the amount paid. By accepting these Terms and Conditions, the Client agrees that in such circumstances the maximum liability of the Lessor is limited solely to the amount paid for the specific reservation. The Lessor does not owe any additional compensation, indemnification for subsequent direct or indirect damages, loss of profits or costs of alternative transport incurred by the Client.

5. Refund timeframe:

All legitimate refunds are processed exclusively via the same payment method used for the reservation, within 14 business days.

Airport/station pickup procedure: The Client is met in one of the following two ways, depending on the service selected at booking:

Standard pickup: The driver contacts the Client by phone or message after the Client's arrival in order to coordinate the exact meeting point in the terminal area. The Client is obliged to ensure the possibility of being contacted by phone.

"Meet & Greet" pickup (additionally paid service): The driver waits for the Client inside the terminal (in the arrivals area) holding a sign with the Client's name.

Important obligation: If under neither of the two options the Client manages to locate the driver, the Client must immediately contact the Lessor by phone before leaving the location. If the Client leaves or arranges alternative transport without first seeking assistance, the service is deemed failed at the Client's fault (No-Show), no claims are accepted, and the amounts paid are retained in full as a penalty.

Excess and bulky baggage: The Client is obliged to declare in advance (at the time of booking) the presence of any excess, non-standard or bulky baggage (e.g. folding strollers, ski/snowboard equipment, golf bags, bicycles, pets in travel crates, etc.). If the actual baggage on site exceeds the physical or legal capacity of the selected vehicle class and this has not been declared and confirmed in advance, the Lessor (or its driver/partner) has the right to refuse to perform the transfer in order to ensure road safety. In such case the service is deemed failed at the Client's fault (No-Show) under Section III.

Child seats: The Lessor provides child seats/restraints only upon advance request at booking, with an additional charge according to the tariffs on the website. The Client bears full responsibility for correctly requesting the protective equipment required by the age and weight of the children. If no advance request has been made, the Lessor has the right to refuse to perform the transfer in order to comply with the Road Traffic Act. In such case the reservation is deemed a No-Show at the Client's fault.

Route changes and additional stops: Any changes to the originally booked route, change of final destination, additional intermediate stops or extension of the vehicle hire time may be made only after express coordination and approval by the Lessor's dispatch centre. Such changes are subject to an additional charge, calculated on the spot by the dispatcher on the basis of the actual additional distance and time. The amount is paid mandatorily by bank card (on the POS terminal in the car or via a digital link sent to the Client). The Lessor reserves the right to refuse a route change if it would impede the performance of other subsequent reservations in the schedule.

Transport of pets: The transport of pets is permitted only after advance declaration at booking and provided that the animal is transported in a dedicated travel crate (transport box/bag) suitable for its size. In order to ensure road safety, the cleanliness of the interior and the driver's focus, pets outside a crate are NOT admitted in the vehicle. In the event of an undeclared pet or the lack of a suitable travel crate on site, the Lessor (or its driver) has the right to refuse to perform the transfer. In such case the service is deemed failed at the Client's fault (No-Show) under Section III.

Conduct in the vehicle and refusal of carriage: Smoking (including electronic cigarettes and vaping devices), eating, and the consumption of alcohol or narcotic substances are strictly prohibited in the vehicles. The driver has the right to immediately refuse or terminate the service to persons who are visibly intoxicated, under the influence of narcotic substances, exhibiting poor hygiene or aggressive behaviour endangering safety. In such case the reservation is deemed cancelled at the Client's fault (No-Show) and the amounts paid are not refunded.

Prohibition on the transport of dangerous items and substances: It is strictly prohibited to carry firearms, edged weapons or gas weapons in the vehicles (an exception is made only for official personnel duly authorised, carrying such items in compliance with the statutory requirements), explosives, flammable, toxic or radioactive substances, as well as any substances whose possession is prohibited by the legislation of the Republic of Bulgaria. The driver has the right to immediately refuse to carry any person suspected of carrying such items; the service is terminated without any right to a refund, and the Lessor reserves the right to notify the competent authorities.

PREMIUM TRANSFER LTD shall not be liable for damages suffered by the Client (missed flights, trains or events) caused by force majeure circumstances (extraordinary traffic congestion, road accidents along the route, road closures, strikes or severe weather conditions).

The Lessor shall not be liable for delays or non-performance caused by a sudden mechanical breakdown of the vehicle during the trip. In such extraordinary cases, the Lessor's liability is limited solely to arranging alternative transport or refunding 100% of the amount paid.

The Lessor shall not be liable for lost, forgotten or damaged personal belongings, baggage or valuables of the Client in the vehicle during or after completion of the service.

The Lessor shall not be liable for failed transfers due to incorrect, incomplete or inaccurate data entered by the Client at booking; such cases are governed entirely by Section III, item 2 (No-Show Policy).

Material damages: The Client bears full financial liability for any material damage to the exterior and interior of the vehicle caused intentionally or unintentionally by the Client or the Client's companions. All costs of restoring the vehicle, on the basis of an assessment or invoice from an authorised service, are entirely for the Client's account and shall be paid by the Client immediately on site, by bank transfer or collected officially by the Lessor through the available payment methods. The indemnification includes both the cost of repair and compensation for the loss of profit for the time during which the vehicle is out of service.

Heavy soiling penalty: In the event of heavy soiling of the interior (as a result of spilled drinks, food, vomit, bodily fluids or other) at the fault of the Client or accompanying persons, the Client undertakes to pay on site or by official collection through the available payment methods a fixed indemnification of EUR 150 (one hundred and fifty euros). This amount covers the cost of specialist detail cleaning and compensation for the company's loss of profit for the time during which the vehicle is out of service and cannot perform other schedules.

Liability cap: The maximum aggregate liability of the company toward the Client for any claims whatsoever shall not exceed the total amount paid for the specific reservation.

Digital consent: By checking the box "I agree to the Terms and Conditions" before finalising the order, the Client confirms that he/she is fully familiar with these terms of the Lessor (PREMIUM TRANSFER LTD), understands their legal significance and accepts them unconditionally.

Partial invalidity: If any clause of these Terms and Conditions is declared invalid or unenforceable under applicable law, this shall not entail the invalidity of the remaining provisions or of the document as a whole.

Applicable law and jurisdiction: All matters not regulated by these Terms and Conditions shall be governed by the applicable Bulgarian legislation. All disputes between the parties shall be settled by mutual agreement in a spirit of partnership; failing such agreement, the dispute shall be referred to the competent Bulgarian court.