Utrechtse Taxi Centrale (UTC)
Established in: Utrecht
Chamber of Commerce (KVK): 30118086
VAT number: NL802606350B01
Address: Californiëdreef 35, 3565 BJ Utrecht
Website: www.utc.nl
Version: May 2025
1. Definitions
- UTC / we / us: Utrechtse Taxi Centrale, based in Utrecht.
- Customer: The person (individual or business) who reserves a taxi ride through a digital platform, by phone or otherwise, with payment in advance or in the taxi.
- Online payment: A direct payment through payment providers such as Mollie, MultiSafepay, iDEAL or other electronic means.
- Ride with payment in the taxi: A booking where the customer chooses to pay the fare by cash, debit or credit card with the driver.
- No-show: Customer’s failure to appear at the agreed upon pick-up time and location without timely cancellation.
2. Booking and payment
A booking is not final until it is confirmed through the booking system. Customers can choose between:
- Prepay via Mollie, MultiSafepay, iDEAL or another online payment method;
- Payment in the taxi by pin, credit card or cash. Drivers are not required to accept change above €50.
In both cases, these terms and conditions are fully applitaxile once the booking is confirmed, regardless of the payment moment chosen.
After completing the booking, the customer will receive a confirmation email with the ride details. UTC reserves the right to cancel a ride in case of force majeure or unforeseen circumstances (e.g. severe traffic disruption, weather conditions, technical failure or driver unavailability). In this case, the payment obligation will be cancelled or the amount already paid will be fully refunded.
3. Cancellation by the customer
3.1. Rides with or without advance payment
Customers can cancel their ride free of charge up to 2 hours before the scheduled pick-up time. For rides with a long arrival time – such as rides from airports (including Schiphol Airport, Rotterdam The Hague Airport, Eindhoven Airport) or from other cities outside the Utrecht region – a cancellation period of at least 6 hours before departure applies.
Cancellations outside this time period or no-shows will be charged 100% of the fare, regardless of whether the fare was paid in advance or would only be settled in the taxi. UTC reserves the right to charge additional costs for waiting time. In case of payment in the taxi, these costs can be recovered afterwards via invoice or collection procedure.
In exceptional cases (e.g. medical emergencies) UTC may apply leniency. Customers should contact info@utc.nl for this.
3.2. Exceptions
The distinction between local rides and rides with long drive times is determined by UTC based on the locations provided. If in doubt, customers can contact us in advance at info@utc.nl or call 030-7777777.
4. Rides from airports – additional conditions
For rides from airports (such as Schiphol Airport, Rotterdam The Hague Airport, Eindhoven Airport), the following additional rules apply:
- The customer must be reached by telephone at the telephone number provided at the time of booking within 1 hour of landing.
- If the customer cannot be reached within this hour, the driver has the right to leave. In this case, the right to a refund is forfeited.
- If the customer can be reached but is not in the taxi within 90 minutes of landing, a waiting time fee of €52.50 per hour will be charged. This is calculated pro rata per quarter hour. This fee covers driver fees, fuel and parking costs.
- If the customer does not agree to this waiting time compensation, the driver has the right to leave. The right to a refund is also forfeited in this case.
- This policy applies regardless of whether the ride is prepaid or would be settled with the driver. UTC reserves the right to charge both the fare and any waiting time afterwards.
5. Changes in booking
Changes in time, location or destination must be communicated in a timely manner, and are subject to availability. Any additional costs due to changed route, waiting time or extra mileage will be charged additionally.
6. Liability and complaints procedure
UTC is not liable for delays caused by external factors such as traffic, weather conditions, emergencies or force majeure. UTC is not liable for lost or damaged luggage unless demonstrable negligence on the part of the driver is established.
Complaints about the ride or service can be made at klachten@utc.nl, quoting the booking number, within 14 days of the ride. Complaints will be addressed within a reasonable period of time. Customers may contact the
Taxi Disputes Committee (KNV) at www.sgc.nl. This arrangement does not affect the legal rights of consumers regarding complaint handling and dispute resolution.
7. Refund Policy
In case of valid cancellation by the customer in accordance with clause 3, the amount (or the remaining part of it) will be refunded within 5 working days. No refunds will be issued for no-show, for non-accessibility from an airport, or for refusal of waiting time allowance. In case of cancellation by UTC itself, the customer will receive a 100% refund (prepaid rides) or the payment obligation will expire (if paid in the taxi).
8. Conduct and safety
Customers should behave properly, respectfully and safely in the taxi. Smoking, eating, drinking (except water) and the use of narcotics are not permitted. In cases of misconduct, the driver may refuse the ride or terminate it early. Damage to the vehicle or equipment will be recovered from the customer.
9. Privacy and data processing
UTC processes personal data in accordance with the General Data Protection Regulation (GDPR). We only collect and process data necessary for running the ride, managing bookings, customer service, and any refunds or complaint handling. Data will not be shared with third parties unless necessary to perform the service or required by law. Customers always have the right to inspect, correct, limit or delete steps to create the text in Word.
