TERMS OF USE

Arrive Bulgaria – Your journey in Bulgaria starts here.
Last updated: 7 June 2026
These Terms of Use (the “Terms”) govern your access to and use of the Arrive Bulgaria website, mobile applications, web booking pages, passenger booking tools, tracking links and related services (together, the “Platform”). The Platform is operated by BEST HOUSE EOOD, a company registered in the Republic of Bulgaria, with address at 47 Dragoman Str., floor 2, apt. 3, 9000 Varna, Bulgaria (“Company”, “we”, “us” or “our”).
By accessing the Platform, creating an account, requesting a quotation, making a booking or using our services, you agree to these Terms. If you do not agree, you must not use the Platform or request our services.

1. Definitions
“Customer”, “Rider”, “Passenger”, “you” or “your” means the person who uses the Platform, requests a quote, makes a booking, travels as a passenger, or acts on behalf of another passenger.
“Service” means private passenger transportation and related services offered through the Platform, including airport transfers, city transfers, long-distance transfers, hourly chauffeur service, business travel, tours and other ride-related services.
“Driver” means a driver assigned to perform a Service.
“Transport Partner” means a subcontractor, affiliated operator, licensed transport provider, driver or vehicle operator engaged or assigned to perform all or part of a Service.
“Booking” means a confirmed request for a Service placed through the Platform, by email, by phone, by messaging app, through an integration partner, or by another approved booking channel.
“Content” means text, images, logos, graphics, software, route data, prices, vehicle information, booking information and other materials shown on or made available through the Platform.

2. Our Role and the Transportation Services
Arrive Bulgaria provides a booking and dispatch platform for private passenger transportation services. Services may be performed by BEST HOUSE EOOD, its employees, Drivers, subcontractors, affiliated operators or other trusted Transport Partners.
We are responsible for operating the Platform, handling bookings made through our official channels, coordinating the assigned Service and communicating with you in relation to your Booking. Where a Service is performed by a Transport Partner, that Transport Partner remains responsible for the safe and lawful operation of its vehicle and driver activities, while we remain your booking contact unless otherwise stated.
All Services are subject to availability, applicable law, operational limitations, road conditions, airport procedures, border procedures, force majeure events and safety requirements.

3. Eligibility and Account Use
The Platform is intended for users who are at least 18 years old. By using the Platform or making a Booking, you confirm that you are at least 18 years old and have the legal capacity to enter into these Terms.
You are responsible for keeping your login credentials confidential and for all activity that occurs under your account. You must provide accurate, complete and up-to-date information. We may suspend or terminate access to your account if information is false, misleading, abusive, fraudulent or unlawful.

4. Bookings and Passenger Responsibilities
When making a Booking, you must provide accurate travel details, including passenger name, contact details, pickup and drop-off locations, date and time, flight or train number where relevant, number of passengers, luggage quantity, child seat requests, vehicle category and any special assistance requirements.
You are responsible for checking the Booking confirmation carefully. You must notify us as soon as possible if any detail is incorrect. We are not responsible for delays, missed rides or additional costs caused by incorrect or incomplete information provided by you.
A Booking is confirmed only when you receive a confirmation through the Platform, email, SMS, messaging app or another approved booking channel. Quotes, estimated prices or availability shown before confirmation are not binding until confirmed.

5. Prices, Payment and Invoices
Prices may depend on route, distance, duration, vehicle category, time of day, pickup location, waiting time, parking, tolls, additional stops, special requests, seasonal demand and other operational factors. The final confirmed price will be shown or communicated before or at the time of confirmation, unless additional charges arise due to changes requested by you or circumstances outside our control.
Payments may be made by card, online payment provider, bank transfer, cash, partner account, corporate account or any other method accepted by us. Card and online payments may be processed by third-party payment providers. We do not store full card details unless this is handled by a certified payment partner.
Unless expressly stated otherwise, prices include VAT where applicable. Invoices or receipts may be issued according to Bulgarian accounting and tax rules.

6. Changes, Waiting Time, Flight Delays and Additional Charges
Changes to a Booking are subject to availability and may change the price. This includes changes to pickup time, route, vehicle category, passenger count, luggage, extra stops or service duration.
For airport pickups, we monitor flight information where a valid flight number is provided. Flight monitoring is a support tool and does not replace your responsibility to provide correct flight details and to be reachable after landing.
Reasonable waiting time may be included depending on the service type and confirmation details. Additional waiting time, extra stops, parking fees, tolls, route changes, vehicle cleaning, damage, or exceptional assistance may be charged additionally.
If you cannot locate the Driver, you must contact us immediately using the contact details provided in the Booking confirmation. Leaving the pickup area without contacting us may be treated as a no-show.

7. Cancellations, Refunds and No-Show
The cancellation and refund rules applicable to your Booking will be those shown during booking, stated in your confirmation, agreed by contract, or required by the booking channel through which the Booking was made.
Unless a more specific cancellation rule is provided, cancellation fees may apply when a Booking is cancelled close to the pickup time, after the Driver has been dispatched, or after operational costs have been incurred.
A no-show may be charged in full if the passenger does not appear at the agreed pickup location within the applicable waiting time and cannot be reached using the contact details provided.
Refunds, where applicable, will normally be returned using the original payment method, subject to payment provider processing times and any lawful deductions.

8. Passenger Conduct, Safety and Prohibited Use
You and all passengers must behave respectfully and lawfully towards Drivers, staff, Transport Partners and other persons. You must not use the Service for illegal purposes, harassment, abuse, fraud, threats, violence, transportation of prohibited goods, or any activity that may endanger the Driver, passengers, vehicle or the public.
The Driver may refuse or terminate a ride if a passenger is abusive, intoxicated in a way that creates risk, violent, carrying illegal items, refusing safety instructions, exceeding vehicle capacity, or otherwise creating a safety or legal risk.
You are responsible for any damage, excessive soiling, cleaning costs, fines, penalties or losses caused by you or passengers travelling under your Booking.

9. Luggage, Child Seats and Special Requests
You must select a vehicle category suitable for your passenger count and luggage. We may refuse to transport luggage or items that are unsafe, illegal, excessively large, not disclosed in advance, or incompatible with the booked vehicle.
Child seats, booster seats, pet transport, oversized luggage, ski equipment, wheelchair assistance or other special requests must be requested in advance and are subject to availability. Parents or guardians remain responsible for ensuring that child restraint arrangements are appropriate for the child.

10. Platform License and Acceptable Use
We grant you a limited, personal, non-exclusive, non-transferable and revocable right to access and use the Platform for lawful booking and travel-related purposes.
You must not copy, modify, reverse engineer, decompile, resell, overload, scrape, interfere with, bypass security of, or misuse the Platform. You must not upload or transmit unlawful, harmful, fraudulent, infringing, abusive, malicious or misleading content.

11. App Store and Google Play Terms
Where you download the application from the Apple App Store, you acknowledge that these Terms are between you and us, not Apple. Apple is not responsible for the application or the Services. Your use of the application must also comply with the applicable Apple Media Services Terms and App Store rules.
Where you download the application from Google Play, your use of the application may also be subject to Google Play terms, device settings and applicable Google policies. Apple, Google and their affiliates may be third-party beneficiaries only to the extent required by their applicable platform terms.

12. Third-Party Services and Links
The Platform may use or link to third-party services, including maps, payment providers, analytics tools, messaging services, booking partners, app stores and dispatch technology providers. We are not responsible for third-party websites, applications, policies or systems that we do not control.
Some Bookings may be made through third-party platforms or partners. In that case, additional terms of that partner may also apply.

13. Intellectual Property
The Arrive Bulgaria name, logo, design, Platform, software, text, images and other Content are owned by or licensed to BEST HOUSE EOOD or its licensors. You may not use our trademarks, branding or Content without our prior written permission, except as necessary for personal use of the Platform.

14. Privacy
Your use of the Platform is also governed by our Privacy Policy, available at https://arrivebulgaria.bg/privacy-policy. The Privacy Policy explains how we collect, use, share, retain and protect personal data, including location data, booking data and account data.

15. Availability, Disclaimers and Internet Delays
We aim to keep the Platform available and reliable, but we do not guarantee uninterrupted, error-free or always-available operation. The Platform may be affected by maintenance, internet delays, device issues, mobile network limitations, third-party service outages or force majeure events.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, intentional misconduct or mandatory consumer rights.

16. Limitation of Liability
To the maximum extent permitted by applicable law, we are not liable for indirect, incidental, special, punitive or consequential losses, including loss of profit, loss of data, loss of business, missed flights, missed appointments or loss caused by incorrect information provided by you.
Our liability for a Booking, where limitation is permitted by law, will be limited to the amount paid by you for the affected Booking. This limitation does not affect mandatory rights that cannot be excluded under Bulgarian or European Union law.

17. Force Majeure
We are not responsible for failure or delay caused by events outside our reasonable control, including severe weather, traffic disruption, road closures, accidents, strikes, airport disruption, border control delays, public health restrictions, war, terrorism, civil unrest, fuel shortages, government action, technical outages or other force majeure events.

18. Suspension and Termination
We may suspend or terminate your access to the Platform or refuse a Booking if you breach these Terms, misuse the Platform, provide false information, fail to pay, threaten safety, commit fraud, or use the Service unlawfully. You may stop using the Platform at any time and may request account deletion as described in the Privacy Policy.

19. Changes to these Terms
We may update these Terms from time to time. The updated version will be posted on the Platform or website with a new “Last updated” date. Continued use of the Platform after changes become effective means that you accept the updated Terms.

20. Governing Law and Disputes
These Terms are governed by the laws of the Republic of Bulgaria, without prejudice to any mandatory consumer protection rights that may apply in your country of residence.
Any dispute arising out of or in connection with these Terms, the Platform or a Booking shall be submitted to the competent Bulgarian courts, unless mandatory applicable law provides otherwise. Before starting legal proceedings, we encourage you to contact us so that we can try to resolve the issue amicably.

21. Contact Us
For questions, complaints, booking support or legal notices, please contact us at support@arrivebulgaria.bg or at BEST HOUSE EOOD, 47 Dragoman Str., floor 2, apt. 3, 9000 Varna, Bulgaria. Website: https://arrivebulgaria.bg.