CarPooling — Customer app
These terms explain the nature of the CarPooling service for customers, your rights and obligations when booking trips, and the rules for cancellation, conduct and use of the platform.
By using the CarPooling customer app or creating an account in it, you agree to these terms and to the privacy policy.
If you do not agree with any of them, please do not use the app.
CarPooling is a technology platform that connects customers looking for transport with captains who publish trips and available seats.
The platform is not a transport company; it does not own the vehicles or employ the captains. The actual contract of carriage is formed between you and the captain.
The platform's role is technical intermediation: showing trips, carrying out bookings, making communication easier, and handling complaints under these terms.
CarPooling is a technology platform that facilitates connections and coordination between users. CarPooling does not itself provide transportation services, employ captains, or own or operate the vehicles used for trips. Each user remains responsible for their own acts, omissions, conduct, and legal obligations while using the platform and during a trip. To the fullest extent permitted by applicable law, CarPooling, its management, administrators, owner or owners shall not be liable for losses or damages arising from an act, omission, error, negligence, misconduct, or legal violation committed by a Customer, Captain, or other third party, and the platform's technical, organizational, or intermediary role does not by itself create an obligation to compensate a user for such conduct. Nothing in this provision excludes or limits any liability or right that cannot lawfully be excluded or waived under applicable law.
You must be of the legal age to enter into a contract in the country of use and legally able to use the service.
The account is personal and may not be shared, transferred, or used on behalf of another person without their knowledge.
You agree to provide correct and up-to-date information when registering and when requesting trips.
You are responsible for keeping your sign-in details confidential and for all activity carried out through your account.
Tell us immediately if you suspect any unauthorised use of your account.
You can book one or more seats on a published trip, or publish a trip request that captains receive.
A seat is deducted from the trip's capacity when the booking is confirmed, and the trip becomes unavailable once its seats are full.
A request may not be accepted if no suitable captain is available; the platform does not guarantee a trip at every time or on every route.
The fare for the trip is shown in the app before the booking is confirmed.
Payment is made directly between you and the captain outside the app. The app does not process payment cards or keep card data.
Any platform fees or penalties are shown in the app in your account record.
You may earn loyalty points linked to your completed trips, which can be redeemed within the limits shown in the app.
Points are not money and cannot be cashed out, and they may be cancelled in case of misuse, fraud or account closure.
You can cancel a booking without a penalty before the captain records arrival at the pickup point.
After the captain records arrival, a grace period of five (5) minutes starts, and the app shows how much of it remains.
If you cancel after the grace period ends, a fixed cancellation penalty applies, and the app warns you beforehand that the penalty will apply.
If the captain cancels the trip, no penalty applies to you.
A trip may be cancelled by the platform for operational or security reasons; in that case no penalty applies to the customer.
You agree to treat the captain and other passengers with respect and to follow local traffic and safety laws.
You may not ask the captain to break the law, carry prohibited items, or exceed the vehicle's permitted capacity.
The platform is not a party to individuals' conduct during a trip, but it takes action against offending accounts after a report and verification.
The in-app chat is intended only for coordinating the trip and contacting support.
Sending offensive, threatening, racist, sexual or unlawful content, or advertising or fraudulent content, is prohibited.
Using the chat to move dealings off the platform in order to evade its rules is prohibited.
The platform may review reported content, delete content that breaks the rules, and take action against the account responsible.
You can report any content or conduct that breaks the rules through the support team in the app.
A rating must reflect a real experience.
Malicious ratings, repeated ratings intended to cause harm, and ratings given in exchange for payment are prohibited.
The platform may remove ratings that break the rules.
Using the app for any unlawful purpose, to impersonate someone, or to create fake accounts is prohibited.
Manipulating the platform, trying to get around its security measures, or accessing other users' data is prohibited.
Using automated tools to extract data or flood the platform with requests is prohibited.
Where fraud, misuse or repeated violations are detected, the platform may restrict, suspend or close the account.
A restriction may be temporary while verification takes place, and the user is told the status of their account in the app.
You can delete your account at any time from: Settings, then "Delete account".
Deletion cannot be carried out while you have a published request or a trip in progress; the request must be cancelled or the trip completed first.
The account is deactivated immediately and permanently deleted after thirty (30) days, and it can be restored during that period.
If you cannot sign in to the app, you can submit the request from the account deletion request page.
The platform is provided as is and as available. We do not guarantee that the service will be uninterrupted or error-free at all times.
The platform is not responsible for the conduct of the captain, the customer or other parties, nor for the condition of the vehicle or its punctuality, nor for agreements made outside the app.
These terms do not limit any rights that cannot be waived under the applicable law.
For any complaint about a trip, a captain or a charge, contact the support team in the app with the trip details.
We aim to handle complaints within a reasonable time and may ask for additional information to verify them.
We may add, change or stop some of the app's features for operational, security or regulatory reasons.
When these terms change, the version number and the date of the last update at the bottom of the page change, and continuing to use the app after that counts as acceptance of the updated version.
These terms are governed by the laws of the country in which the service is provided, and disputes are referred to the competent court there.
For any question about these terms, contact us at the email address below or through support in the app.
Official email for legal matters and the terms: legal@carpoolingonline.com