Rules regarding the Cancellation Fee

In order to ensure the proper functioning of the TAPSi platform, the transparency of the service and the equitable treatment between drivers and passengers, the following operational rules apply regarding the cancellation fee, which always depend on the correct use of the application by the driver and the automatic verification of the data recorded by the system.

Arrival at the collection point

Upon arriving at the pick-up point indicated in the application, the driver must diligently press the “Start Waiting” button (Button #3).

Enabling this feature automatically implies that:

• The passenger should be notified of the driver's arrival at the pick-up location;

• The platform system will begin counting down the waiting time.

 Failure to activate standby mode may prevent the recognition of any waiting time or entitlement to a cancellation fee.

Waiting time

• The first 2 (two) minutes of waiting are free.

• Once this period has ended, the additional waiting time will be calculated according to the platform's current rules, provided it has been properly recorded in the system.

After the waiting period ends, the driver must press the corresponding button (Button #4) to proceed with the trip.

Cancellation due to passenger absence

If the passenger does not appear at the pick-up location after 5 (five) minutes, the driver may end the wait and proceed to cancel the trip.

The potential right to a cancellation fee is subject to the following cumulative conditions:

• Correctly activating standby mode;

• Effective presence at the collection point;

• Automatic validation of location, time, and route data recorded by the application.

Cancellation during transit to the passenger.

If the passenger cancels the trip after 3 (three) minutes, while the driver is actively and consistently moving towards the pick-up point, the cancellation fee may be applied, provided that:

• The driver should follow the indicated route or a technically equivalent route;

• There should be no unjustified deviations;

• The estimated time of arrival should not be artificially prolonged.

No cancellation fee will be charged if the system detects, in particular:

• unjustified distancing of the driver from the passenger;

• Use of routes that are clearly contrary to those suggested by the application;

• Behavior likely to intentionally delay arrival at the pick-up point.

Validation and responsibility

• The allocation of the cancellation fee depends exclusively on the automatic validation of the data registered by the platform, and does not constitute an acquired right.

• TAPSi acts as a technology platform, not interfering in the driver's operational decisions, nor guaranteeing the allocation of any value.

• In case of technical inconsistency, registration error, communication failure, or improper use of the application, the fee may not be applied.

Final provisions

These rules aim to guarantee a balanced and transparent service that complies with the legislation applicable to the TVDE sector, protecting both drivers and passengers.

TAPSi reserves the right to update these rules whenever necessary, with updated versions being made available in the application.

TAPSi – Transport For You, For Portugal.