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Terms of Service

Effective date: 27 August 2026 Last updated: 27 August 2026

These Terms of Service (“Terms”) apply to every person (“Customer”, “you”) who registers for or uses the Taxivago app or website to request taxi services in Denmark.

Words capitalised in these Terms have the meanings given in Section 15 (Glossary).

The current version of these Terms is always available at https://www.taxivago.dk/en/terms/ (Danish version: https://www.taxivago.dk/vilkaar/).

1. About Taxivago and our relationship with you

1.1. Taxivago ApS, a private limited company registered in Denmark under CVR number 42731676, with registered address at Sletvej 2E, 8310 Tranbjerg (“Taxivago”, “we”, “us”, “our”), operates a digital platform (the “Taxivago Platform”) through which Customers can request and purchase taxi transportation services (“Taxi Services”).

1.2. Taxivago holds a licence as a taxi dispatch office (kørselskontor) under the Danish Taxi Act (taxiloven), licence number (tilladelsesnummer) 19647434, issued by the Danish Road Traffic Authority (Færdselsstyrelsen). All Taxi Services are sold through Taxivago in its capacity as kørselskontor.

1.3. Rides are performed by independent taxi operators (“Vognmænd”) who hold their own licence for commercial passenger transport (tilladelse til erhvervsmæssig persontransport), operate through their own companies, and are affiliated with Taxivago, driving under the Taxivago name. Your agreement for the purchase of Taxi Services is nonetheless made directly with Taxivago: under the Danish Taxi Act, taxi rides may only be sold to the public through a licensed kørselskontor, and Taxivago is accordingly responsible to you as the seller of the ride in accordance with these Terms and applicable Danish law, including the Danish Taxi Act (lov om taxikørsel), the Danish Marketing Practices Act (markedsføringsloven), the Danish Consumer Contracts Act (forbrugeraftaleloven) and the E-Commerce Act (e-handelsloven).

1.4. All rides are carried out by professional drivers holding a Danish chauffeur licence (chaufførkort) in vehicles licensed for taxi operation, fitted with an approved taximeter, seat sensors and video surveillance as required by Danish law.

1.5. We process your personal data as described in our Privacy Notice, available at https://www.taxivago.dk/en/privacy-policy/. See also Section 9 below.

2. About these Terms

2.1. These Terms take effect from the effective date above or from the date you first register as a Customer — whichever is later — and remain in effect until terminated in accordance with Section 11. They supersede all previous versions.

2.2. We may amend these Terms by giving you reasonable notice (normally at least 14 days) via the App or by email before the changes take effect. If you do not agree to the changes, you may terminate your relationship with us at any time in accordance with Section 11.

2.3. We may amend these Terms or the Taxivago Platform immediately and without prior notice only where:

  1. you consent to the change;
  2. the change is purely aesthetic or improves functionality without significantly affecting your use;
  3. the change is required to comply with law or a regulatory order; or
  4. urgent action is needed to protect users against imminent danger, cybersecurity risks or suspected unlawful activity.

In the cases under (c) and (d) we will inform you as soon as reasonably practicable.

2.4. The Taxivago Platform is provided “as is” and “as available”. We do not guarantee uninterrupted availability, but nothing in this clause limits your mandatory rights under Danish consumer law.

3. Your account and access to the Taxivago Platform

3.1. To use the Taxivago Platform you must create an account, be at least 18 years old (or the age of legal majority in your jurisdiction), and provide accurate, up-to-date information, including your name, email address, mobile number and a valid Payment Method. The age requirement applies to the account holder; persons under 18 may travel as Passengers in accordance with applicable law on a ride booked by an account holder, who remains responsible for the booking.

3.2. Subject to these Terms, we grant you a non-exclusive, revocable, non-transferable, royalty-free right to use the Taxivago Platform solely to review, request and purchase Taxi Services for personal, non-commercial use.

3.3. You are responsible for keeping your login credentials confidential and for all activity on your account. You may register only one account, you must not allow others to use your account or transfer it to anyone else, and you must notify us immediately of any suspected unauthorised use.

3.4. Use of the App itself is free of charge. If we ever decide to introduce a fee for using the App, we will notify you in writing beforehand and you may terminate these Terms before the fee takes effect. You remain responsible for your own device, internet connection and any mobile data charges.

3.5. We may require identity or credential verification from time to time to prevent unauthorised access.

4. Requesting Taxi Services

4.1. Through the App you may request a ride for immediate pick-up or, where available, schedule a ride for a later time (forudbestilling).

4.2. When you submit a request, we will match you with an available driver. The main parameters determining matching and any ride options recommended to you are: proximity and estimated arrival time of available vehicles, the ride options you select (e.g. child seat), scheduled vs. immediate pick-up, and overall availability and demand at the time of your request.

4.3. Before you confirm a booking, the App will show you either a fixed price for the journey or the basis on which the price will be calculated, in accordance with the price-information requirements of the Danish Taxi Act. Prices never exceed the maximum fares (landsdækkende maksimalpriser) fixed pursuant to the Taxi Act.

4.4. Where a fixed price is offered and accepted, that price applies regardless of the taximeter reading. A fixed-price booking cannot be changed once accepted: you cannot change the pick-up time, pick-up address or destination, or add stops along the way. If you need a different journey, cancel the booking (Section 5) and make a new one. By accepting a fixed price, you accept that the driver chooses the route they consider fastest.

4.5. Where no fixed price applies, the fare is calculated by the vehicle’s approved taximeter. In accordance with the Taxi Act, the taximeter may be started when the vehicle arrives at the pick-up address — or, for a ride scheduled in advance, no earlier than the booked pick-up time.

4.6. Additional charges may apply for tolls, bridge crossings (e.g. Storebælt), ferry fees and airport pick-up fees. These are always disclosed in the App before or during booking.

4.7. Drivers may lawfully decline a request (for example for safety reasons) and we may be unable to fulfil requests during periods of exceptional demand. We will inform you in the App if no vehicle is available.

4.8. A receipt for every completed ride is provided electronically in the App and/or by email, in accordance with the Taxi Act and Danish bookkeeping rules.

4.9. Availability and punctuality. All rides — including rides scheduled in advance — are subject to vehicle availability at the time of pick-up. A scheduled booking is a request, not a guarantee that a vehicle will be available. Estimated arrival times shown in the App are estimates only and can be affected by traffic, weather and demand. For time-critical journeys (e.g. airport transfers, appointments), we strongly recommend booking with a generous time margin. Our liability for delays and unfulfilled requests is set out in Section 13.

5. Cancellations, no-shows and other fees

5.1. Cancelling an immediate booking. You may cancel a request for immediate pick-up free of charge within 2 minutes of a driver accepting it (the “Cooling-Off Window”). After the Cooling-Off Window, a Cancellation Fee of 69 DKK applies.

5.2. Cancelling a scheduled booking. You may cancel a ride scheduled in advance free of charge at any time up to 3 hours before the booked pick-up time, regardless of when the booking was made. If you cancel less than 3 hours before the booked pick-up time, a Cancellation Fee of 69 DKK applies. For a scheduled booking made less than 3 hours before pick-up, you may cancel free of charge within 2 minutes of the booking being confirmed. However, for fixed-price scheduled bookings, cancelling after the vehicle has been dispatched to your pick-up address is treated as a no-show under Section 5.3.

5.3. No-show. A “no-show” occurs when the vehicle has arrived at the pick-up address given in your booking, at or after the booked pick-up time, you have been contacted or a contact attempt has been made via the App or by phone, and you have not appeared within 5 minutes of the vehicle’s arrival without cancelling. In the event of a no-show, a no-show fee of 69 DKK applies, for fixed-price and taximeter bookings alike.

No no-show fee applies if the vehicle arrived more than 15 minutes after the booked pick-up time and you were no longer present. No-show charges are based on the vehicle’s logged arrival time, position and waiting time, and you may dispute any charge via Section 12. The applicable rules and amounts are always displayed in the App before you confirm a booking.

5.4. A Cleaning Fee of up to 2,200 DKK may be charged if you or your Passengers soil or damage the vehicle beyond ordinary wear. We will document the damage (e.g. photos) before charging, and you may dispute the charge via Section 12.

5.5. Right of withdrawal. Under the Danish Consumer Contracts Act § 18(2)(12), the statutory 14-day right of withdrawal (fortrydelsesret) does not apply to contracts for the transport of passengers. Cancellations are instead governed by Sections 5.1–5.3 above, which apply in place of the withdrawal right.

5.6. Bookings by phone or website. The fees in Sections 5.1–5.4 are charged to the Payment Method registered on your account and therefore apply to bookings made in the App. For bookings made by phone or through the form on taxivago.dk, where no Payment Method is registered, a late cancellation or no-show may instead be charged as a wasted journey (forgæves kørsel) at the applicable taximeter rate, payable in the vehicle or by invoice.

6. Payments

6.1. When you book in the App, you choose how to pay: via the Taxivago Platform using your registered Payment Method (credit/debit card, MobilePay or other methods shown in the App), or in the vehicle at the end of the journey by payment card or cash. A fixed price agreed in the App applies regardless of the payment method chosen. Taximeter rides, and rides booked by phone or through the form on taxivago.dk, are paid in the vehicle at the end of the journey by payment card or cash, at the taximeter fare or at a price agreed when booking.

6.2. For payments made via the Taxivago Platform, you authorise us to charge your Payment Method for the Fare, any Toll Payments, tips you choose to add, and any Cancellation or Cleaning Fees, and to pre-authorise (reserve) an amount before or during the ride where applicable.

6.3. All prices shown include Danish VAT and all mandatory charges, unless expressly stated otherwise.

6.4. If a charge fails through no fault of ours, we may recover the outstanding amount at your next booking and may suspend your access to the Taxivago Platform until payment is made. Statutory default interest under the Danish Interest Act (renteloven) may accrue on overdue amounts.

6.5. You must keep your Payment Method details accurate and up to date.

6.6. You accept that receipts and invoices are provided in electronic form.

6.7. We may refuse, suspend or reverse a payment where we have reasonable grounds to suspect error, fraud, unlawful activity or breach of these Terms, and will inform you where we are lawfully permitted to do so.

6.8. Promotions and referral codes. We may from time to time offer promotional codes, discounts, referral rewards or campaigns. Unless otherwise stated in the campaign terms (Section 14.7): codes are personal and may not be sold, transferred or published; only one code can be applied per ride; codes have no cash value and cannot be exchanged or paid out; and codes expire on the stated date or when the campaign ends. We may withdraw a promotion or reverse a promotional benefit obtained through Prohibited Manipulative Conduct, including the creation of multiple accounts or artificial referrals.

7. Your conduct

7.1. You must not use the Taxivago Platform for any unlawful purpose or in connection with Prohibited Manipulative Conduct.

7.2. During rides, you must, and must ensure that your Passengers:

  1. wear seatbelts as required by the Danish Road Traffic Act (færdselsloven). For taxis, specific rules apply to children: children under 3 may be transported in a taxi without a special child seat if none has been booked; children aged 3 and over must use the ordinary seatbelt; and the driver is responsible for ensuring that Passengers under 15 are properly restrained. If you need a child seat, select it when booking;
  2. do not smoke or vape in the vehicle;
  3. do not distract the driver, encourage violations of traffic law, or create safety risks;
  4. do not engage in violent, threatening, harassing or discriminatory behaviour, including unwanted sexual attention;
  5. do not bring weapons, illegal substances or dangerous items into the vehicle;
  6. do not soil the vehicle or cause offensive conditions.

7.3. Animals may only be transported if the booking indicates this option or the driver agrees. Recognised service dogs are always transported without extra charge.

7.4. You must not misuse the platform, including by: excessive cancellations; creating artificial demand; scraping, mining or manipulating platform data; reverse-engineering the App; accessing the platform other than through our official apps and website; or circumventing our security systems.

7.5. You are responsible for the conduct of Passengers travelling on a ride you have booked.

7.6. Nothing in this Section restricts your right to cancel a ride or end an interaction for legitimate and lawful reasons.

7.7. Luggage and capacity. The number of Passengers may not exceed the number of seats the vehicle is registered for. Ordinary luggage is transported free of charge within the vehicle’s capacity. Bulky items — such as bicycles, large instruments, prams beyond one, or furniture — are only transported if the driver agrees, and the driver may decline items that cannot be transported safely or lawfully.

7.8. Lost property (hittegods). If you leave an item in a vehicle, contact us via the App or at info@taxivago.dk as soon as possible, and we will help you get in contact with the relevant Vognmand. Found items are handled in accordance with the Danish rules on lost property. If you ask for an item to be driven back to you, the return trip may be charged as a regular ride.

8. Safety features

8.1. All vehicles are equipped with video surveillance (TV-overvågning) as required for taxis under Danish law. Recordings are handled in accordance with the Danish Act on TV Surveillance, the GDPR and our Privacy Notice, are stored only for the period permitted by law, and are disclosed only to the police or as otherwise required by law.

8.2. The App includes safety features such as live trip tracking, the ability to share your trip with a contact, driver and vehicle identification before pick-up, and in-app access to support.

8.3. In an emergency, always call 112 first.

8.4. Ratings and feedback. After a ride you may be invited to rate your trip and leave feedback. We use ratings and feedback for quality control and to maintain service standards, and may share them — in identified or anonymised form — with the relevant Vognmand and driver. We may remove or disregard feedback that is abusive, discriminatory, unlawful or demonstrably false. Ratings do not affect the price of a completed ride.

9. Personal data (GDPR)

9.1. Taxivago ApS is the data controller for personal data processed in connection with the Taxivago Platform. Our full Privacy Notice at https://www.taxivago.dk/en/privacy-policy/ describes what data we collect (account data, trip and location data, payment data, communications, and — inside vehicles — video recordings), the purposes and legal bases for processing, retention periods, recipients, and your rights.

9.2. Your rights under the GDPR and the Danish Data Protection Act (databeskyttelsesloven) include access, rectification, erasure, restriction, objection and data portability, and the right to lodge a complaint with Datatilsynet (the Danish Data Protection Agency), Carl Jacobsens Vej 35, 2500 Valby, www.datatilsynet.dk.

9.3. The App collects location data to arrange and perform rides, for safety and for fraud prevention. This may include location collection running in the background around pick-up and during a ride (for example so the driver can find you and your trip can be tracked). The exact scope, purposes and your control options are described in the Privacy Notice and in your device’s app permissions.

9.4. We retain trip records for the periods required by the Danish Taxi Act, the Bookkeeping Act (bogføringsloven) and tax legislation, after which they are deleted or anonymised.

9.5. Service and marketing communications. We use your email address and mobile number to send service messages necessary for your bookings and account — such as booking confirmations, driver and vehicle details, ETA updates, receipts, payment notifications and changes to these Terms. These are not marketing and are sent to all Customers.

9.6. We only send marketing by email or SMS (news, offers, campaigns) if you have given your consent, or within the narrow existing-customer exception in § 10(2) of the Danish Marketing Practices Act (own, similar services, with a clear opt-out both when we collected your email and in every message). Consent is never a condition for creating an account or booking a ride, and you can withdraw it at any time — via the unsubscribe link in any message, in the App’s settings, or by contacting us — with immediate effect.

9.7. Contact for data protection matters: info@taxivago.dk.

10. Suspension of access

10.1. We may temporarily suspend or restrict your access to all or part of the Taxivago Platform where:

  1. you are in breach of these Terms;
  2. we are investigating a suspected breach or complying with a legal or regulatory obligation (for the duration of the investigation only);
  3. you fail identity or credential verification;
  4. urgent technical work, legal compliance, or protection against imminent danger, cybersecurity risk or suspected unlawful activity requires it.

10.2. We will try to notify you in advance of a suspension with reasons, unless urgency, safety concerns, repeated or material breaches, or legal restrictions prevent this.

10.3. During a suspension you can still access your ride history and receipts.

11. Termination

11.1. You may end your relationship with us at any time by deleting your account in the App or by written notice to info@taxivago.dk. Deleting the App alone does not delete your account.

11.2. We may terminate our relationship with you by giving at least 14 days’ written notice with reasons, or immediately by written notice where:

  1. required by law, regulation or an order of a competent authority;
  2. you materially breach these Terms; or
  3. you repeatedly breach these Terms after warning.

11.3. Termination does not affect rights and obligations accrued before termination, including outstanding payments. Sections 6, 12, 13 and 14 survive termination.

11.4. If we terminate or suspend your access, you may request a review of the decision under Section 12.

12. Complaints and disputes

12.1. If something goes wrong, contact our support team first via the App or at info@taxivago.dk / +45 71 71 71 58. As a licensed kørselskontor we maintain a complaints procedure (klageordning) in accordance with the Danish Taxi Act: we will confirm receipt of your complaint, respond with a written outcome within 10 business days, and — if you disagree with the outcome — you may request that the decision is reviewed by our Managing Director & Ansvarlig Leder (the responsible manager under the Taxi Act), whose written response concludes our internal procedure.

12.2. If we cannot resolve your complaint, you may — as a consumer — bring the matter before Klagenævnet for Taxi, the independent nationwide complaints board for taxi services established under the Danish Taxi Act, which handles complaints about the price and service of a taxi ride: www.taxiklage.dk.

12.3. These Terms are governed by Danish law. Disputes that are not resolved amicably may be brought before the Danish courts. Nothing in these Terms deprives you of the protection of mandatory consumer-protection rules or your right to sue at your home venue where Danish procedural law allows it.

13. Liability

13.1. Our liability to you. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, for gross negligence or intent, or for any liability that cannot be limited or excluded under mandatory Danish law. Personal injury and property damage arising from the operation of the vehicle are covered by the mandatory motor liability insurance that each Vognmand is required by the Danish Road Traffic Act to hold for their vehicle; claims of that nature are handled under that insurance.

13.2. Delays and unavailability — no compensation. We do our best to get a vehicle to you on time, but we do not guarantee availability or punctuality, and we do not pay compensation for delays, for a vehicle arriving late, or for a scheduled booking that cannot be fulfilled — including consequential losses such as missed flights, trains, appointments or events — except where mandatory Danish law provides otherwise. This is why we recommend a generous time margin for time-critical journeys (Section 4.9).

13.3. Subject to 13.1, we are also not liable for:

  1. losses caused by events outside our reasonable control (force majeure);
  2. the temporary unavailability or malfunction of the Taxivago Platform, provided we act with reasonable skill and care;
  3. third-party services not under our control (e.g. payment providers, app stores, telecom networks);
  4. losses resulting from inaccurate information you have provided or unauthorised use of your credentials that is not attributable to us;
  5. indirect losses such as loss of profit or business, to the extent such limitation is permitted in a consumer relationship under Danish law.

13.4. Your liability. You are liable in accordance with the general rules of Danish law for loss or damage you or your Passengers cause to us, the driver, the Vognmand or the vehicle, including the fees described in Section 5.

14. Other provisions

14.1. Intellectual property. All rights in the Taxivago Platform — including software, source code, databases, trademarks, logos and designs — belong to Taxivago or its licensors. You acquire no ownership rights and must not use our intellectual property without prior written consent.

14.2. Notices. We may notify you via the App, email or the contact details on your account. You may notify us at info@taxivago.dk or Taxivago ApS, Sletvej 2E, 8310 Tranbjerg. Notices must be in Danish or English.

14.3. Assignment. You may not assign these Terms without our written consent. We may assign these Terms to an affiliate or in connection with a merger or sale of the business, provided your rights are not adversely affected.

14.4. Severability. If any provision is held unenforceable, it will be replaced by a valid provision that best preserves its intent, and the remaining provisions remain in force.

14.5. Language. These Terms are available in Danish and English. In case of discrepancy, the Danish version prevails.

14.6. No waiver. A failure to enforce any provision is not a waiver of it.

14.7. Supplemental terms. Specific services, features, promotions, campaigns, loyalty programs or business/corporate accounts may be subject to additional terms presented to you when you use them. In case of conflict, those additional terms prevail over these Terms for the relevant service or feature.

14.8. References to legislation. All references in these Terms to Danish or EU legislation are to that legislation as amended, replaced or supplemented from time to time.

14.9. App stores. If you downloaded the App from the Apple App Store or Google Play, the following also applies. These Terms are concluded between you and Taxivago only, not with Apple Inc. or Google LLC, and Apple is not responsible for the App or its content. The licence in Section 3.2 is limited to use of the App on Apple-branded devices that you own or control, as permitted by the Usage Rules in the Apple Media Services Terms and Conditions. Taxivago, not Apple, is solely responsible for maintaining and supporting the App, for any warranties relating to it, for product liability claims, for claims that the App fails to conform to legal or regulatory requirements, and for claims that the App infringes third-party intellectual property rights; Apple has no obligation in these respects, beyond refunding the purchase price of the App, if any, where the App fails to conform to an applicable warranty. You represent that you are not located in a country subject to a U.S. Government embargo or designated as a “terrorist supporting” country, and that you are not listed on any U.S. Government list of prohibited or restricted parties. You must comply with any applicable third-party terms when using the App. Apple and its subsidiaries are third-party beneficiaries of these Terms with respect to the iOS version of the App and may enforce these Terms against you in that capacity. Your use of the App must also comply with the applicable app store’s terms of service.

15. Glossary

  • “App” — the Taxivago mobile application(s) and website.
  • “Cancellation Fee” — the fee described in Sections 5.1–5.3.
  • “Cleaning Fee” — the fee described in Section 5.4.
  • “Cooling-Off Window” — the free-cancellation period described in Section 5.1.
  • “Customer” / “you” — a person registered on the Taxivago Platform who requests Taxi Services.
  • “Fare” — the total price payable for a ride, including VAT.
  • “Passenger” — any individual transported on a ride requested by a Customer.
  • “Payment Method” — the payment card or other payment instrument registered on your account.
  • “Prohibited Manipulative Conduct” — any use of the Taxivago Platform intended to manipulate, exploit or harm any person, the platform, or any promotion, including artificial or coordinated requests and behaviour designed to falsify demand.
  • “Taxi Services” — taxi transportation services sold via the Taxivago Platform in accordance with the Danish Taxi Act.
  • “Taxivago Platform” — the technology infrastructure made available by Taxivago, including the App.
  • “Toll Payments” — additional route-related charges such as bridge tolls, ferry fees and airport fees.
  • “Vognmand” (plural “Vognmænd”) — an independent taxi operator holding a licence for commercial passenger transport, affiliated with Taxivago and performing rides under the Taxivago name through their own company.

Taxivago ApS · CVR 42731676 · Sletvej 2E, 8310 Tranbjerg · info@taxivago.dk · +45 71 71 71 58