General Terms and Conditions

1.1 Purpose

These General Terms and Conditions govern access to the Meilora platform, use of its features, and the booking and receipt of transport and related services by users acting as passengers, customers, and where applicable, corporate clients booking services for their employees, guests, clients or other passengers.

1.2 Who we are

Meilora is a trading name of HENRI LEROUX LTD, a private limited company incorporated in England and Wales (company number 17319863), with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("Meilora", "we", "us"). Meilora provides a digital platform and technology infrastructure enabling users to obtain service information, calculate journey prices, book transport services and partner experiences, make payments, receive confirmations, notifications and associated support.

1.3 Role of the platform

Unless otherwise expressly stated in a specific offer, booking confirmation, regional addendum or mandatory applicable law, Meilora acts as a platform, intermediary and organiser of digital interaction between the passenger and the independent transport service provider. Meilora is not a carrier, transport company, taxi operator, fleet owner or direct provider of the transport service. For tours, activities and tickets supplied by third-party operators, Section 9 applies.

1.4 Independent service providers

The actual transport service is provided by independent drivers, transport companies, operators, fleets or other service providers working with the platform. Such providers are responsible for the actual performance of the transport service, compliance with local law, and holding the necessary licences, permits, insurance and other required documentation where applicable.

1.5 Acceptance

By using the platform, creating an account, requesting a price estimate, making a booking, paying for an order or otherwise using the platform features, the user confirms that they have read, understood and accept these General Terms and Conditions, as well as other applicable platform documents including the Privacy Policy and Cookie Policy.

1.6 Additional documents

These General Terms and Conditions may be supplemented by: regional addenda and supplements; specific terms for individual countries or markets; specific terms for individual service categories; separate policies governing cancellation, refunds, payment, security, privacy and site use. In the event of conflict between these General Terms and a specific addendum, the addendum prevails in the relevant part.

1.7 Language and translations

This document may be published in multiple languages. In the event of discrepancy between language versions, priority is determined by the relevant addendum or, absent such guidance, by the version designated by the platform as the working or legally authoritative version for the relevant market.

1.8 Capacity

The user confirms that they have sufficient legal capacity to accept these General Terms and Conditions, create an account, make a booking and enter into the contractual relationships arising from use of the platform.

3.1

These General Terms apply to use of the platform by passengers and transport service customers, including private and corporate clients, unless otherwise expressly provided in separate corporate terms.

3.2

These General Terms do not fully govern the platform’s relationships with service providers; drivers and transport companies; partners, affiliates, agents, referrers; or platform employees, contractors and staff. Separate agreements, policies and internal terms may apply.

3.3

Where an order is placed by a legal entity for third parties, that entity warrants that it has the necessary authority to share passenger data, place the order and accept the terms on its own behalf and, where applicable, on behalf of the relevant passengers to the extent permitted by applicable law.

4.1 Access

Users may use public platform features without registration to the extent permitted by the technical implementation of the platform.

4.2 Account

Certain features, including placing orders, accessing booking history, managing bookings, payments and notifications, may require creation of an account.

4.3 Accuracy of data

The user undertakes to provide accurate, current and complete information about themselves, the lead passenger, other passengers, the route, travel time, contact details and other circumstances material to the booking and service performance.

4.4 Account security

The user is responsible for the security of account credentials, access details, verification codes and other authentication means. All actions performed via the user’s account are deemed to have been performed by the user, unless proven otherwise.

4.5 Suspension or termination

The platform may restrict, suspend or terminate access to an account or platform features in cases of breach of these Terms, suspected fraud, abuse, use of false data, unauthorised access, legal requirements or other reasonable grounds.

5.1

The platform may require confirmation of email address, telephone number or other contact details before providing access to certain features, placing a booking, modifying a reservation or using other services.

5.2

Verification may be carried out by sending a code, confirmation link, one-time token, push notification, call, message or other technical method the platform considers reasonable and appropriate.

5.3

If the user has not completed required verification, the platform may restrict access to the relevant features, decline to confirm a booking, pause processing of a request or refuse further use of that feature.

5.4

The platform and, where necessary, the service provider may send the user and/or lead passenger notifications and messages related to the booking, journey status, confirmation, changes, cancellations, payment, security, support, identity verification or contract performance, via email, SMS, calls, push notifications, in-app messages or other communication channels.

5.5

Where a booking includes multiple passengers, the platform may conduct primary communications with the lead passenger and/or customer only. Responsibility for informing other passengers lies with the customer and/or lead passenger.

6.1

Information about routes, vehicle categories, indicative prices, service availability, options and pickup times may be preliminary until the booking is finally confirmed.

6.2

The user specifies the route, date, time, number of passengers, luggage, additional requirements and other parameters necessary for price calculation and request formation.

6.3

After submission of the request and, where applicable, payment, the platform processes the request and arranges interaction with the service provider. A booking is considered confirmed upon dispatch of the booking confirmation or other explicit confirmation from the platform.

6.4

After booking confirmation, the transport service is provided by the independent service provider on terms arising from the booking parameters, applicable law, these General Terms and, where applicable, the provider’s terms to the extent they do not conflict with mandatory rules and these General Terms.

6.5

The platform may decline to confirm a request if: no available service provider exists; the user provided incomplete or inaccurate data; payment was not successfully processed; technical, operational or legal obstacles arose; or there are indications of abuse, fraud or breach of these Terms.

7.1 Price

The order price is determined based on route, time, vehicle category, additional options, market factors, region of service and other parameters considered by the platform.

7.2 What is included

Unless otherwise expressly stated, the price covers only those elements expressly reflected in the platform interface, booking confirmation or other confirming document.

7.3 What is not included

Unless expressly stated, the price does not include services, options, waiting, stops, route changes, additional luggage, special requirements, charges, gratuities, taxes, duties, tolls, parking, airport charges, unless such elements were included in the calculation or separately confirmed.

7.4 Special requirements

If a passenger requires a child seat, special equipment, oversized luggage, additional stops, extended waiting, animal transport, special needs assistance or other special conditions, the user must specify this in advance.

7.5 Payment

Payment may be made via payment services integrated with the platform, in the manner available in the relevant market. The user must provide accurate payment details and ensure sufficient funds. Card and wallet payments are processed by our payment provider Stripe; we do not store full card details. Charges appear on your statement as MEILORA.

7.6 Additional charges

Where additional agreed costs or changes arise during service execution — including additional stops, excess waiting, significant route deviation, additional luggage, special services or other agreed changes — such amounts may be subject to additional payment.

7.7 Currency

The platform may display prices in one or more currencies. The actual charge, exchange rate and bank fees may depend on the payment provider, the user’s bank and applicable rules.

8.1

The ability to change route, time, vehicle category, passenger count, luggage or other parameters depends on availability, time before travel, service provider policy, regional rules and the platform’s technical capability.

8.2

Users may cancel a booking via the platform interface, as provided in the booking confirmation, a separate cancellation and refund policy or regional addendum.

8.3 Refunds

The right to a refund, its amount, timing and conditions depend on: the time of cancellation; service type; market and applicable law; specific booking conditions; and costs actually incurred.

8.4

If a service provider refuses to perform, cannot deliver the service for reasons outside the platform’s control, or performance becomes impossible, the platform may take reasonable steps to find an alternative provider on comparable terms.

8.5

The platform does not guarantee that an alternative provider will be found in every case.

8.6 Applicable cancellation terms

The cancellation terms that apply to a booking, including any free cancellation period, are shown before payment and repeated in the booking confirmation. Those terms form part of your booking.

8.7 How refunds are paid

Refunds are made to the original payment method. Once we issue a refund it usually reaches your account within 5 to 10 business days, depending on your bank or card issuer. If we cannot confirm a booking, the payment or card authorisation is released or refunded in full.

9.1 Experience providers

Some tours, activities, attraction tickets and similar experiences shown on the platform are supplied by third-party operators and distributors, such as Viator, Tiqets, GetYourGuide and local tour operators ("Experience Providers"). The Experience Provider is responsible for delivering the experience.

9.2 Bookings made on a partner site

Where an experience is offered through a link or widget to an Experience Provider, the booking and payment are made on that provider’s site under its own terms and privacy policy. Meilora is not a party to that contract.

9.3 Bookings made on Meilora (Book & Pay)

Where an experience can be booked and paid on Meilora, Meilora acts as your booking agent: we take your booking and payment and book the experience with the Experience Provider in the lead traveller’s name. The experience itself is provided by the Experience Provider under its terms, including the meeting point, inclusions and conditions shown on the experience page.

9.4 Authorisation first, charge on confirmation

At checkout we place an authorisation (a hold) on your card for the total shown. Your card is charged only once the Experience Provider confirms the booking, normally within minutes and at the latest within the time stated at checkout. If the booking cannot be confirmed, we release the hold and you pay nothing.

9.5 Vouchers

Once confirmed, your voucher or ticket is sent by email and is available in your Meilora account. Present it as instructed by the Experience Provider.

9.6 Cancellations and refunds

Each experience option has its own cancellation policy, shown on the experience page, at checkout and in your confirmation (often free cancellation up to 24 hours before the start). Where a cancellation is eligible for a refund, we refund the eligible amount to your original payment method. Options marked as non-refundable cannot be refunded once confirmed, except where the Experience Provider cancels.

9.7 Prices

Experience prices are shown per person or per booking in the currency displayed and match the Experience Provider’s published retail price at the time of booking. We do not add booking fees.

9.8 Changes by the Experience Provider

If the Experience Provider cancels or materially changes a confirmed experience, we will inform you and refund you in full where you do not accept an alternative.

10.1–10.2

The user must correctly state the number of passengers and, where required, the lead passenger’s details. Where a booking includes more than one passenger, the user and/or lead passenger are responsible for coordinating other passengers, informing them of travel details, pickup time, meeting point and other material circumstances.

10.3–10.4

Passengers may not require carriage of more persons or substantially more luggage than stated in the booking and accommodated by the confirmed vehicle category.

10.5 Special luggage

Oversized, sports, musical, medical and other special luggage must be declared in advance.

10.6 Child seats

Where applicable law requires child restraints, or where their use is reasonably necessary given the child’s age, height or condition, the user must specify this requirement in advance. A passenger may not expect automatic provision of a child seat without prior request and confirmation.

10.7 Cross-border travel

For journeys involving border crossings, responsibility for valid passports, visas, permits, children’s travel documents, medical documentation, migration documents and other required papers lies with the passengers and/or customer.

10.8 Route changes

Additional stops, route deviations or other changes must be agreed in advance or, where possible, during the journey. Such changes may be impossible or may incur additional charges.

11.1–11.2

The planned pickup time is stated in the booking confirmation. A complimentary waiting period may be included in the price, varying by service type (airport and non-airport).

11.3 Airport pickups

For airport pickups, waiting rules including time counting, flight tracking, meet & greet and other specifics are determined by the booking confirmation, specific service parameters and, where applicable, a separate policy or regional addendum.

11.4 Excess waiting

Waiting beyond the included limit may be: unavailable; provided at the service provider’s discretion; or provided for an additional charge.

11.5 No-show

If the passenger did not arrive at the agreed meeting point or was not reachable via provided contact channels within the applicable waiting limit, the booking may be recorded as a no-show with the consequences set out in the booking terms and cancellation policy.

13.1

The platform is responsible for the proper functioning of its digital service within reasonable limits — including the interface, order processing, notifications and payment integration — but does not guarantee uninterrupted and error-free operation without technical issues, updates, outages or external impacts.

13.2

The actual transport service is provided by an independent service provider. The platform does not bear liability as a carrier unless this follows from mandatory law or is expressly stated in the terms of a specific market.

13.3 Limitation

To the maximum extent permitted by law, Meilora is not liable for indirect, incidental, special, punitive or consequential damages, loss of profit, loss of business opportunity, reputational harm, missed connections, missed events or similar consequences, unless otherwise required by mandatory law.

13.4

Nothing in these Terms limits liability that cannot be excluded or limited under applicable law.