Terms of Service

1. Definitions

• Mango: the digital marketplace and platform operator named above.
• Passenger: the natural person or business user requesting or paying for a ride.
• Driver: the independent taxi driver or taxi company that accepts and performs the ride.
• Ride: the transport service requested through Mango and accepted by a Driver.
• Platform Services: Mango’s app, website, matching, communications, payment collection, support, and related marketplace features.

2. Mango’s role and the transport contract

Mango is the marketplace operator. The transport contract is formed between the Passenger and the Driver once a booking request is accepted. Unless Mango expressly states otherwise in writing, Mango is not the carrier, transport provider, employer, principal, or co-contractor for the ride itself.

Mango may facilitate communications, ride status updates, support, payment collection, refunds, billing, and evidence review, but that does not make Mango responsible for the underlying transport performance.

3. Eligibility and account obligations

• You must provide accurate, complete, and current account, payment, and contact information.
• Guest booking is limited to self-booking. If you want to arrange a ride for someone else, you must use a signed-in account and follow the Third-Party & Minor Ride Booking Policy.
• You are responsible for activity on your account unless caused by Mango’s own fault or a security failure for which Mango is legally responsible.
• You may not use Mango for unlawful conduct, fraud, harassment, abuse, or interference with the platform or other users.
• You may not create duplicate, misleading, or blocked accounts to circumvent platform rules.

If you arrange a ride for another rider, including a solo minor, the separate Third-Party & Minor Ride Booking Policy forms part of these Terms and applies alongside Mango’s Privacy Policy and cancellation or incident rules.

4. Booking flow, availability, and estimates

Mango may show quoted or estimated fares, pickup windows, ETAs, and route information before a Driver is assigned or before a ride is completed. These are indicative unless Mango expressly marks a price as fixed.

Actual fares or timings may differ because of traffic, route changes, waiting time, tolls, parking, access issues, passenger requests, incidents, or legal/operational restrictions. Mango does not guarantee that rides, drivers, features, or categories are always available in a given area or at a given time.

5. Payment collection, billing, and marketplace disclosure

Mango acts as disclosed collection and payment agent for the Driver. By placing and paying for a booking, you authorize Mango and its payment providers to collect amounts due for the ride, any permitted fees, and any adjustments or refunds processed under the applicable policies.

For consumer rides, Mango may provide a transport receipt on behalf of the Driver. For business rides, Mango may facilitate a VAT invoice issued on behalf of the Driver or otherwise provide billing documentation consistent with the disclosed-agent model. The Driver remains the transport supplier; Mango remains the platform and commission party.

Mango may use payment pre-authorisations, payment method verification, manual capture flows, or delayed capture where the product design requires it, for example with scheduled rides or incident investigations.

6. Cancellations, no-shows, waiting time, and incident fees

Mango applies the separate Cancellation, No-show & Incident Fee Policy and any ride-specific disclosures shown in the app. Before confirming a cancellation, the app should show the fee that applies, if any.

• Cancellation fees may depend on timing, dispatch status, vehicle category, and whether the Driver has already materially deployed.
• No-show fees may apply if the Driver arrives, waits for the disclosed waiting period, and the Passenger does not show or cannot reasonably be reached.
• Verified cleanup, damage, or incident costs may be charged where the Driver provides sufficient evidence and Mango accepts the report.

Mango may ask both sides for information, pause the charge while investigating, reject unsupported claims, or adjust the amount where that is reasonable.

7. Passenger conduct and safety rules

• Treat Drivers, support staff, and vehicles respectfully.
• No violence, threats, discrimination, harassment, sexual misconduct, fraud, or illegal activity.
• No smoking, dangerous items, or unreasonable vehicle contamination unless expressly permitted by the Driver and law.
• Use the Driver’s and other users’ personal data only as needed for the ride and related support.
• Do not pressure Drivers to take rides or payments off-platform unless Mango has explicitly enabled that workflow.

8. Complaints, support, and disputes

Mango may provide support and an internal review process for cancellations, no-shows, incidents, fraud, billing issues, and conduct complaints. Mango may request ride references, timestamps, communications, screenshots, photos, or other supporting information. Mango may also share relevant complaint details with the Driver where reasonably necessary to investigate.

Mango may facilitate a resolution, refund, or correction, but Mango is not obliged to guarantee a particular outcome in every dispute between Passenger and Driver.

9. Platform availability, downtime, and changes to the service

Mango aims to keep the Platform Services available, but uninterrupted availability is not guaranteed. Maintenance, updates, technical incidents, third-party outages, payment failures, telecom issues, force majeure, and fraud controls may delay, limit, or prevent use of the platform. Mango does not provide a passenger SLA.

Mango may add, remove, suspend, or modify features, eligibility criteria, ride categories, or supported payment methods where reasonably necessary for product, legal, operational, or safety reasons.

10. Liability

To the maximum extent permitted by mandatory law, Mango is not liable for the transport service itself, route execution, driving conduct, vehicle condition, lost items, delays, cancellations by Drivers, or any other act or omission by the Driver.

To the maximum extent permitted by mandatory law, Mango is also not liable for indirect damages, consequential damages, loss of profit, loss of revenue, loss of data, or missed business opportunities arising from your use of the Platform Services.

If Mango is nevertheless legally liable, Mango’s liability is limited to direct damages caused by a material breach of the Platform Services and capped at the total platform fees Mango received from your rides in the three months before the event, or EUR 100 if that amount is higher. Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud, intent, or gross negligence where Dutch mandatory law so requires.

11. Suspension, blocking, and termination

Mango may warn, restrict, suspend, block, or terminate access to the Platform Services if Mango reasonably considers that this is necessary for fraud prevention, safety, legal compliance, breach of these Terms, abuse of promotions, payment risk, repeated misuse, or protection of Mango, Drivers, passengers, or third parties.

Mango may also refuse re-registration or additional accounts linked to blocked conduct. Where reasonably possible, Mango will explain the measure, but urgent or legally constrained interventions may be taken immediately.

12. Changes to these Terms

Mango may update these Terms from time to time. Mango will publish the new version, update the effective date, and where appropriate ask users to accept the updated version before continuing to use the platform.

13. Governing law, consumer rights, and withdrawal

These Terms are governed by Dutch law. Mandatory consumer law, privacy law, and other mandatory legal protections continue to apply. To the extent permitted by law, disputes will be submitted to the competent court in the Netherlands.

Passenger transport services relating to a specific date or period are generally excluded from the statutory right of withdrawal. This does not affect your rights to cancel under Mango’s disclosed cancellation rules or any mandatory rights you may have.

14. Contact

Support and complaints: support@taximango.com
Legal and privacy matters: legal@taximango.com