GoRidence shall make a public transfer booking services offer. GoRidence shall be further referred to as “We”, “Service” or “Agent”.
We are the agent of the Carrier who shall perform ground transportation services presented on the website.
We are the agent of the Carrier who will perform the transfer service and provide additional services and goods. Agent's responsibilities:
- Collect from the Client necessary data for the transfer;
- Transmit the data to the Carrier and obtain their agreement to perform the transfer;
- Inform the Client about the Carrier's readiness to provide the service.
Agent does not carry out transportation services and does not act as a carrier, but merely coordinates the booking process between the client and the Carrier. The responsibility for the quality and safety of the transfer execution is fully borne by the Carrier.
Booking a transfer through GoRidence, the client agrees to the terms of this offer and confirms that all passengers under the age of 18 are traveling accompanied by their legal guardians. This offer has legal force and is equivalent to an agreement signed by the parties.
1. Key Terms and Definitions
1.1. Transfer – a comprehensive service that includes:
- waiting for the Client at a predetermined location until their arrival or until the agreed waiting time expires;
- meeting the Client;
- accompanying the Client to the vehicle and placing luggage in the vehicle;
- transporting the Client in a vehicle provided by a third-party Carrier to a designated destination.
Transfer vehicles can range from sedans of various classes (economy, comfort, business) to minivans, microbuses, and buses.
1.2. Carrier – a transportation company or a driver operating in the region where the transfer is provided and having an agency agreement with the Agent.
1.3. Additional services and goods – any goods and services that the Carrier may offer in addition to the Transfer исполнения трансфера. hese may include services related to meeting and accompanying the Client, equipping vehicles, or providing useful services and goods for the Client. Depending on the chosen rate, these services and goods may be included in the price of the main service or purchased for an additional fee.
1.4. GoRidence Service — platform accessible via the website goridence.ru and other applications and channels that allows the Client to book a Transfer, receive information about the Order, and leave or request feedback.
1.5. Booking Request – a confirmation of the Client's intention to book a Transfer, presented by transmitting all necessary data to the Agent. Submitting a Booking Request entails a commitment on the part of the Client to accept the service on the terms provided at the time of booking.
1.6. Voucher – a document or email that contains detailed information about the upcoming Transfer, including time, meeting place, and service conditions.
1.7. Order – a Booking Request that has been confirmed by both the Client and the Carrier.
1.8. Agent – GoRidence Service, acting as the Carrier's agent.
1.9. Client – any person using the GoRidence service to book transfer services.
2. Conditions for Submitting Requests
2.1. When you submit an application through the GoRidence service, you provide all the necessary data, assuming full responsibility for their accuracy and reliability. The Client also assumes the risks associated with the inability to receive services or receiving services of inadequate quality due to the provision of incomplete or incorrect information.
2.2. After processing your request, we may ask you to clarify some data. After receiving and clarifying the data, we transmit the information to the Carrier to decide on the possibility of executing the transfer. The Request becomes an Order after it is confirmed by the Carrier.
2.3. The Agent accepts booking Requests for the transfer considering the following minimum time before its commencement:
- 16 hours for booking vehicles of group 1 (Standard, Comfort, Compactvan, Minivan, SUV);
- 24 hours for booking vehicles of group 2 (Business, Premium, Premium Minibus, Minibus).
Requests received later than these deadlines may be rejected by the Agent.
3. Meeting and Destination Places
3.1. The meeting place is the address where the Carrier’s representative meets the Client.
3.2. The destination is the address to which the driver must deliver the Client.
3.3. Addresses are determined within a geographical location, such as a district or administrative unit. The address can be the name of a hotel, a transport hub, precise coordinates, or a specified point on the map. The possible formats for indicating the meeting and destination places are determined by the GoRidence service.
4. Meeting Date and Time
4.1. The date and time of the meeting determine when the Carrier's representative must arrive at the meeting place at the local time and date specified in the Booking Request to meet the Client. The date and time may be related to the flight number, train, or name of the ship, with the formats of their specification regulated by the GoRidence service.
4.2. Free waiting time is the period after the start time of the Transfer during which the Carrier waits for the Client at the meeting place without changing the cost of the transfer. It is 60 minutes for airports and ports, and 15 minutes for other departure points.
4.3. Responsibility for timeliness: the Client independently calculates the meeting time for timely arrival at airports, ports, stations, and other places. The Client is responsible for any delays and related losses. GoRidence Service can provide only approximate travel time, which may change depending on weather and road conditions on the day the Order is executed.
4.4. When booking a transfer to the airport, the Client is advised to set the start time of the Transfer considering the travel time and an additional 3 hours for check-in and other airport procedures.
5. Choice of Vehicle Class
5.1. The Client must ensure that the number of passengers, including children, does not exceed the capacity of the chosen vehicle class. The use of child car seats or the transport of non-standard luggage may require selecting a larger vehicle. If these conditions are not met, the Carrier has the right to refuse the Client service.
5.2. The Client is fully responsible for choosing and ordering suitable car seats for children traveling within the Order. An incorrect choice or absence of a car seat may lead to a refusal of service
6. Luggage
6.1. The maximum dimensions of standard luggage accepted for transportation are 63 inches as the sum of three dimensions.
6.2. Luggage exceeding these dimensions, as well as sports equipment (skis, snowboards, golf bags, surfboards, bicycles, etc.), baby strollers, wheelchair strollers, musical instruments, animal carriers, etc., are considered non-standard luggage and require additional agreement and may incur an increase in service cost.
6.3. The transportation of animals and birds is permissible in cages with a solid bottom (baskets, boxes, containers, etc.), provided their sizes do not exceed the dimensions of standard luggage.
7. Contact Information
7.1. When creating a Booking Request, the Client must provide the Agent with the following information for clarification of necessary details and for timely notification about booking conditions and their possible changes:
- First and last names;
- Mobile phone number;
- E-mail address;
- Other information (if necessary).
7.2. The Agent guarantees the confidentiality of the information provided by the Client when creating a Booking Request and uses it strictly in accordance with the purposes and conditions defined in the Privacy Policy (https://goridence.ru/privacy-policies).
8. Information, Accompaniment, and Control of Order Execution
8.1. The Agent sends all important information related to the Client's Order to the e-mail address and/or phone number provided by the Client when creating the Booking Request.
8.2. The Client fully bears the risks of not receiving or not timely reviewing messages, as well as the risks associated with unauthorized access to their e-mail and/or phone.
9. Changes to the Booking (Order)
9.1. Changes to the Order are accepted by the Agent no later than 24 hours before the start of the transfer.
9.2. The Client is required to make an additional payment if the changes made within the allowed period lead to an increase in the cost of the Order. In the absence of additional payment within the timeframes established by clause 2.3 of this offer, the provisions of section 10 of this offer shall apply in terms of cancellation of the application (order) by the Client.
10. Cancellation of Booking (Order)
10.1. The Client may cancel the Order and receive a full refund of previously paid funds if the cancellation is made within the following periods:
- More than 5 hours before the start of the transfer for bookings of vehicle group 1 (Стандарт, Комфорт, Компактвэн, Минивэн)(Standard, Comfort, Compactvan, Minivan, SUV);
- More than 24 hours before the start of the transfer for bookings of vehicle group 2 (Business, Premium, Premium Minibus, Minibus).
Cancellations made by the Client later than the aforementioned deadlines will not result in a refund of the previously made prepayment.
10.2. The Agent is not responsible for the cancellation or delay of flights and other circumstances beyond its control, and does not guarantee waiting for the Client beyond the established free waiting time.
10.3. The Agent may cancel the Client's Order and return the full cost in the event of non-compliance by the Carriers or in other emergency circumstances.
10.4. In the event of an Order cancellation by the Client with a purchased free cancellation service, the Client is refunded the entire amount of the Order minus the cost of the free cancellation service itself. The refund period is 10 days from the moment the Agent receives notification of the cancellation.
The Agent's obligation to refund the money is considered fulfilled from the moment the funds are debited from the Agent's account in favor of the Client, or from the moment the Agent sends a refund instruction to the international payment system.
10.5. The terms and conditions for the Client receiving the returned money may vary depending on the policy of the servicing bank or payment system.
11. Passenger No-Show
11.1. The Client's mobile phone, as specified in the Order, must be turned on and available for communication at the start of the Transfer, during the waiting period, and until the Client meets the Carrier's representative.
11.2. If the Client fails to appear at the meeting place specified in the Order by the end of the free waiting period and does not answer incoming phone calls from the Agent or Carrier, the Carrier has the right to refuse to perform the Transfer and leave the meeting place. In such cases, the provisions of section 11.3 of this offer apply.
11.3. If the transfer does not occur due to the Client's no-show at the designated time and place, the Agent retains the full cost of the Order. The Client is not entitled to compensation for losses incurred due to not receiving the service.
12. Carrier No-Show
12.1. If the Carrier is absent at the meeting place designated in the Voucher at the start of the Transfer, the Client must immediately attempt to contact the Carrier and the GoRidence support service.
12.2. The Client may file a claim for the Carrier's non-appearance within seven calendar days from the date specified in the Voucher as the start of the Transfer.
12.3. To file a claim for the Carrier's non-appearance, the Client must provide the Agent with the following information:
- Confirmation of being at the meeting place at the start of the Transfer;
- Proof of calls to the Carrier and the Agent's support service reporting the Carrier's non-appearance.
12.4. As proof of being at the meeting place, the Agent considers photographs of the Client at the location against a background of clocks and the hotel's reception desk (when the point of departure is a hotel), against a background of clocks and the flight schedule board at an airport or station (when the point of departure is an airport or station), or any other evidence of the Client's presence at the departure point at the start of the Transfer.
12.5. In case of a confirmed carrier no-show, the Agent will fully refund the amount paid for the transfer to the Client.
13. Force Majeure
13.1. Parties are relieved of liability for failure to perform or improper performance of their obligations if such performance is rendered impossible by force majeure, i.e., extraordinary, unforeseen, and unavoidable circumstances that could not have been reasonably anticipated at the time of the contract's conclusion or avoided or overcome, and are beyond the control of the parties. Such circumstances include, but are not limited to: natural disasters (earthquakes, floods, hurricanes), fire, mass diseases (epidemics), strikes, military actions, terrorist acts, sabotage, transportation restrictions, prohibitive measures by states, trade embargoes including those against specific countries due to international sanctions, and other circumstances beyond the parties' control.
13.2. Parties must promptly inform each other of the occurrence of force majeure circumstances and must also substantiate the occurrence of force majeure with appropriate documentation from a competent authority obtained in accordance with the legislation of the country where the force majeure circumstances have occurred.
13.3. If a party fails to meet the conditions set out in this section, it cannot invoke force majeure as a basis for exemption from liability for non-performance of obligations.
14. Refund of Payments
14.1. The Agent refunds the money to the banking details provided by the Client at the time of making the Booking Request within no more than sixty working days. If the booking was paid by credit card, the refund is processed through the technology of the international payment system to the same card used by the Client for payment.
14.2. To avoid double refunding, the Agent may deny a refund if a chargeback process has already been initiated by the issuing bank for the same order./p>
14.3. The Agent's obligation to refund money is considered fulfilled from the moment the funds are debited from the Agent’s account in favor of the Client, or from the moment the Agent sends a refund instruction to the international payment system.
14.4. The terms and conditions for the Client receiving the refunded money may vary depending on the policy of the servicing bank or payment system.
15. Procedure for Filing Complaints
15.1. If the Client is dissatisfied with the quality of the transfer booking and searching service, they must send a complaint to the Agent's e-mail: info@goridence.ru within seven calendar days after the day of the Transfer. Complaints submitted after the specified period may be left without consideration.
15.2. The Client has the right to present claims to the Carrier related to the quality of the transportation services provided, including claims for compensation for damage caused to health, life, or property.
16. Car Rental with a Driver
16.1. Renting a car with a driver is a service for a trip along a route individually agreed between the Client and the Agent.
16.2. All details of the Order, including additional services, route, class, and model of the vehicle, are agreed upon by the Client and the Agent before confirming the rental Request.
16.3. A Request for car rental with a driver must be sent to the Agent's e-mail info@goridence.ru more than 48 hours before the start of the trip.
16.4. The Agent informs the Client about the possibility of executing the Order, its cost, and vehicle details.
16.5. Confirmation of car rental with a driver occurs 24 hours before the start of the trip, provided that full prepayment and all necessary data have been provided by the Client.
16.6. Changes to the Order are possible no later than 24 hours before the start of the rental period. In case of later changes, the Agent does not guarantee the possibility of their approval, which may lead to the cancellation of the Order without refunding the Client's prepayment.
16.7. Cancellation of the Order with a full refund is possible if it is made by the Client more than 24 hours before the start of the rental. If canceled in a shorter period, the prepayment made is not refunded.
16.8. If the Client is dissatisfied with the quality of the car rental service with a driver, they must send a complaint to the Agent's e-mail: info@goridence.ru within seven calendar days after the day of the Transfer. Complaints submitted after the specified period may be left without consideration. The procedure for filing complaints is specified in sections 15.1-3.
17. Other Conditions
17.1. The place of contract under this offer shall be the city of Tbilisi (Georgia).
17.2. The present Contract concluded under the present offer shall come into force after its conclusion and shall stay in force until the Parties fulfil the undertaken obligations in full.