DRIWAYS
ALWAYS WITH YOU

Q & A

What is your cancellation policy?

**For domestic customers
Scheduled Destination Booking

Taiwan:

Free:up to 12 hours before departure

100% of the fare: within 12 hours before departure

Location other than Taiwan:

Free:up to 24 hours before departure

100% of the fare: within 24 hours before departure

**For overseas customers
Free:
Destination booking up to 60 minutes before departure
Hourly booking up to 12 hours before departure
50% of the fare:
Destination booking up to 30 minutes before departure
Hourly booking up to 6 hours before departure
75% of the fare:
Destination booking up to 1 minute before departure
Hourly booking up to 3 hours before departure
100% of the fare:
Destination booking from the start of Reservation time
Hourly booking within 3 hours before departure

Discount credit

What's GoCredit?

GoCredit Driways membership credit. Members reservation pick up service online will gain 10 point of credit for every NTD100 spent.10 GoCredit can be deducted for NTD1 in future online reservation fares.

GoCredit Features

1. Exclusively for Driways members
2. Online orders will gain credit in return and can be deducted to future pick up service reservation fare.
3. GoCredit has unlimited deduction to all fares, member can choose to use GoCredit for 100% fare deduction or partial deduction with credit card payment.
4. Double GoCredit or other discount promotion will be held irregularly and exclusively for Driways web members.

Expiration Date

1. New GoCredit will be valid 5 days after returning from Tour.
2. Duration and Expiration: Account cut off days are every June 30th and December 31st, every half year accumulated GoCredit will be valid for 2 years ended by cut off day. (ex. Tour departs at May 31, 2016, GoCredit will be validated through June 30, 2018 )

Would cancelled reservation affect GoCredit?

1. Deducted GoCredit is not refundable to cancelled reservation.
2. Cancel reservation later than the minimum free cancellation time, will subject to penalty. Please refer to refund policy.

Additional Information

1. Driways does not bare for non-controlable bias which caused certain Go-Credit loss.
2. Member should protect your account and password, any GoCredit usage which has been verified by valid account/password will not be refund.
3. We reserve the right to revise, suspend, terminate GoCredit policy and will publish modification notice to membership webpage.

How much luggage can I take in the vehicle with me?

**For domestic customers
Each Driways product and booking class offers different luggage capacity.

This information is displayed at the time of booking, when selecting your Driways product and booking class.

**For overseas customers
Each DRIWAYS product and booking class offers different luggage capacity. This information is displayed at the time of booking, when selecting your DRIWAYS product and booking class.

You can find out more about luggage conditions on our Booking Conditions, under “Luggage and animals”.
Should you have any specific requirements, feel free to contact our Customer Service Team which will be happy to answer your questions.

What vehicles do you have?

Driways offers a variety of booking classes according to the area, so you can choose the right vehicle to fit your needs.

During the booking process, after you have selected your pickup time and location,
you will be able to see the different offered models for each class as well as the number of passengers and bags they can carry.

However, these and the vehicle images shown on our platform strictly serve as illustrative examples of the class of vehicle that will be used – please keep in mind regional differences are possible. Different Booking Conditions might apply to different Driways products and booking classes.

How are prices calculated?

Prices shown on our platform are all-inclusive rates.

Prices can vary by city, date and time and many other factors, including demand.

How can I register my corporate company?

**For domestic customers
As a Corporate, you can visit Corporate Service page.

**For overseas customers
As a Corporate, you can register here.
As a Travel Agency, you can register here.

I forgot my password. what should I do?

You can reset your password by click log in page- Forget Password .

When will you confirm my booking?

**For domestic customers
After completion of payment, you will receive a payment confirmation email immediately.

**For overseas customers
As we work with external transportation service providers, we provide booking confirmations only to verify that we successfully received your request and we will send you a ride confirmation via email with the driver details at the latest 1 hour prior to your pickup time.

In many cases, you can see driver details earlier in our app, available to download at the Play Store or the Apple App Store.

How do I make a booking?

Using either our website or app, you begin by entering the pickup and drop-off address, date and time of your trip.

In the next step, you can select a Driways product and booking class – each with differing passenger and luggage capacities – and be given a price which includes VAT. After making your request, you can either continue by registering, logging in your account or continue as a guest.

The next step is to enter the passenger’s ride and payment details – special requirements, flight number, number of passengers, credit card.

Note that, if you do not provide your flight number, the driver will not be able to track your flight and adjust the pickup time accordingly. You will then receive an email with your booking confirmation.

How do I change a booking?

Flight numbers and special requirements can be easily changed on our website through your profile.

On your profile’s drop down menu click on ‘My Orders’ to see all your bookings and select the booking you wish to change.

Once you have selected the ride you wish to change, you will be able to edit both the flight number and the ‘special requirements’ fields. Please remember to save any changes with the ‘confirm’ button.

Changes that affect the pickup time or the pickup/drop-off location can only be done by first cancelling the original booking on our website or app, and then re-booking through the same channel. You can do this through your profile by entering the section ‘Paid Ride’ and selecting the ride you wish to change/cancel.

You will first need to cancel by clicking the ‘Cancel Ride’ button. Once the cancellation is confirmed, you will be asked “Are you sure you want to cancel the ride?” and one of the options will be ‘Reschedule this ride’: by clicking on it you will be redirected to the home.

How far in advance will I receive my driver’s contact details?

You will receive SMS message or email with the details of the driver which will perform the service within one hour before the pickup time of your booking.

What time should I book my airport pickup to start?

When you book an airport pickup, and you want the driver to track the flight, you will need to provide us with the flight number in the corresponding field.

Therefore, you can select your flight's landing time as the scheduled pickup time.

Please do NOT indicate a flight number if you require a specific pickup time, even at airports.

In this case, include the exact terminal and gate in the bookings special requirements field.

It is important for all types of bookings to consider that drivers must drive according to road and traffic conditions and cannot guarantee drop-off times.

For this reason, passengers are responsible for booking a pickup time that allows sufficient time to travel to their drop off location.

We recommend using tools such as Google Maps to calculate the approximate duration of your planned trip, in addition to leaving yourself some extra time to allow for unexpected delays.

Can I book a service with multiple pickup and drop-off addresses?

** For domestic customers
Scheduled Destination Booking: Stop-offs are possible if the request is indicated in the "Special requirements" field under PASSENGER DETAILS and confirmed in writing by the travel service provider. A spontaneous stop-off on site will be possible only with the driver's agreement.

*Country-specific deviations for scheduled rides
GERMANY Shuttle, TYROL/SOUTH TYROL Shuttle, SPAIN - Minibus Ibiza + Tenerife
Stop-offs are not possible.

**For overseas customers
Scheduled Destination Booking: Stop-offs are possible if the request is indicated in the "Special requirements" field under PASSENGER DETAILS and confirmed in writing by the travel service provider. A spontaneous stop-off on site will be possible only with the driver's agreement.

*Country-specific deviations for scheduled rides
GERMANY Shuttle, TYROL/SOUTH TYROL Shuttle, SPAIN - Minibus Ibiza + Tenerife
Stop-offs are not possible.
Destination booking:
Multi-stop service needs to be indicated in the remarks column of reservation, will be confirmed after waiting for the supplier to reply. Communicate with the driver If you need to temporarily increase the stop during your trip.
Stop-offs are possible if the request is indicated in special requirements field under PASSENGER DETAILS and confirmed in writing by the travel service provider. A spontaneous stop-off on site will be possible only with the driver's agreement.
For stop-offs, additional kilometer charges and additional waiting times may apply, see Additional Kilometers and Waiting Time at Pickup sections.
Hourly booking:
The driver can be informed of any desired stop-offs directly on site.
If you have a specific wished route when booking, please share it under "Special requirements" in PASSENGER DETAILS.
As long as the stop-offs are within the booked time window, no additional fees will be charged. However, additional kilometer fees may apply, see Additional Kilometers section.

How can I cancel a booking?

All cancellation requests must be made through your profile.

In your profile drop down menu, you will see ‘Ride history & receipts’, where you will be able to filter by status ‘Upcoming’.

Once you select the ride you wish to cancel, you will be able to d o so by clicking on ‘Cancel Ride’.

Where will my driver meet me?

The driver will contact you.

I can’t find my driver, what do I do?

**For domestic customers
If the driver is not available, please call our customer service team on +886 2-2796-5668.

**For overseas customers
We advise you to get in touch with the driver directly. If the driver is not available, please call our customer service team on +44 333 336 2222.
Our 24 hour Customer Service Team will be happy to assist you at driways@driways.com.tw

What happens if my flight has been cancelled or diverted?

** For domestic customers
All cancellation requests and change must be made through your profile.

In case we do not manage to reach you, or no alternative arrangement has been made from your side,the User is still obligated to pay the full price of the Service Agreement.

**For overseas customers
Once DRIWAYS or your driver notices that the provided flight has been cancelled or diverted, we will try to contact you to change the booking according to your new schedule.
In case we do not manage to reach you, or no alternative arrangement has been made from your side, the booking will be cancelled free of charge.

I’ve lost a valuable in one of your vehicles. how do I get it back?

Our drivers are required to check their vehicle after every completed booking.

Therefore, if any item has been left behind it should be safely retrieved.

However, we assume no liability for lost or damaged personal items left in any vehicle on our bookings.

We advise you to get in touch with the driver as soon as you realize that you are missing something.

If the driver is not available, please call our Customer Service Team on +886 2-2796-5668. We will help you coordinate the recovery of your lost item.

How do you define a customer no-show?

** For domestic customers
If the Passenger does not show up within the advertised grace period after the agreed pickup time (or scheduled arrival time) at the agreed pickup location, and neither informs Driways via telephone or is contactable via the telephone number provided in the booking, the Passenger is still obligated to pay the full price of the Service Agreement.

The no-show will be confirmed once the agreed waiting time for the selected Driways booking class has expired.

** For overseas costumers
If the Passenger does not show up within the advertised grace period after the agreed pickup time (or scheduled arrival time) at the agreed pickup location, and neither informs Driways via telephone or is contactable via the telephone number provided in the booking, the Passenger is still obligated to pay the full price of the Service Agreement.

The no-show will be confirmed once the agreed waiting time for the selected Driways booking class has expired.

Free waiting time for all pick-up locations except the airport: within 15 minutes starts from reservation time
Free waiting time for airport pickup (only if flight number is given):Economy light: 30 minutes, starting from actual landing.
All other booking classes: 60 minutes, starting from actual landing.
When the flight number is not provided, free waiting time is 15 minutes regardless of actual landing time.

What shall I do if i am late?

We advise you to get in touch with your driver as soon as possible to inform them.

If your driver is not available, please call our Customer Service Team (+886 2-2796-5668).

How long will my driver wait for me?

** For domestic customers
Each Driways booking Service type includes a different amount of waiting time.

** For overseas customers
Each DRIWAYS product and booking class includes a different amount of waiting time.
Please check the booking conditions of your selected DRIWAYS product and booking class on our Booking Conditions.
Please note: any additional waiting time that is not agreed in advance depends on driver’s availability. Therefore, it may not be possible to carry out the request.

Am I allowed to smoke in the vehicle?

No, it is strictly prohibited to smoke in the vehicle.

How do I leave feedback on a service?

** For domestic customers
Our 24 hour Customer Service Team will be happy to assist you at driways@driways.com.tw

**For overseas customers
Our 24 hour Customer Service Team will be happy to assist you at driveways@driways.com.tw or call us at +886 2 2796 5668

What payment options do I have?

We accept payments via credit & debit cards including Visa, MasterCard and American Express.

We do not accept cash payments.

Do I need to tip the driver?

No: our rates are inclusive of full driver remuneration.

However, if you feel you have received an outstanding service, feel free to offer an additional tip to your driver.

Which currency is used for payments and invoicing?

**For domestic customers
Payment can be made in NTD, depending on where the trip takes place.

The currency will be displayed throughout the whole booking process.

**For overseas customers
Payment can be made in either EUR, USD, GBP or CHF, depending on where the trip takes place.
The currency will be displayed throughout the whole booking process.

When do I get charged for my booking?

**For domestic customers
We will charge your credit card when booking process is completed.

If you cancel your booking earlier than cancellation fees occur, we will fully refund.

**For overseas customers
Your credit card is only charged after the service has been completed.
When you make your booking, we reserve the amount on your credit card with a pre-authorization hold, but your card is not charged at this point.
If you cancel your booking earlier than when cancellation fees occur, the pre-authorization hold will be automatically lifted, and no charges will be made.

When and how can I check an invoice?

Electronic-invoice will be sent to the email you registered in our system.

If you need to revise the invoice, please notify us within 7 days upon receipt of email.
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