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Service Level Agreement

(appendix to the agency agreement with the terms and conditions or the provision of services)

Vehicle Requirements

Vehicles have to meet the following requirements:

  • not older than 7 years;
  • equipped with air conditioning or climate control;
  • well-maintained, clean, free of odors;
  • fits to the declared vehicle type and passenger and baggage capacity.

Mandatory Requirements For The Drivers

The driver has to:

  • be neatly dressed;
  • track the arrival time of the client's flight, including a delay of up to 30 minutes;
  • contact the client one day before the transfer to establish contact. Important: if the driver does not have enough time to arrive at the pick-up place on time on the day of the transfer (driver understands, that he will be late), he should immediately notify the client and UB Shuttle support team, moreover, try to find another car or call a taxi for the client;
  • wait for the client at an established meeting point, with a color printed nameplate (with UB Shuttle /B2B partner's logo) OR use a tablet over 10.1 inches;
  • check client's voucher when meeting a client;
  • communicate respectfully with clients;
  • use the mobile application to control the order execution and promptly report any changes in trip status;
  • be fully prepared for the transfer (organize the additional services requested by the client; inform a client about the route). Important: additional refueling of the car during the trip is not provided (exception: long distance transfers);
  • assist the client in loading / unloading the luggage into the car;
  • respects traffic rules;
  • reply to important phone calls while driving only by the headsets;
  • do not allow the presence of unauthorized persons in the car, except for employees (for example, shift drivers for long trips);
  • give change to the client at his preliminary request.

Important! If it is impossible to carry on the transfer due to force majeure circumstances, the driver immediately has to inform the UB Shuttle support team and take additional measures for order fulfillment, for example: replacing a car, calling a taxi for customers, etc.

Airport Pick-Up Policy

It's the duty of Provider to monitor the arriving flight and a timely dispatch the driver!

  • Waiting time starts from the scheduled flight arrival (unless another pick-up time is specified in the comment to the booking);
  • In case of flight delay of less than 30 minutes, the start of the waiting period will be postponed by the delay time of the flight;

Example: planned arrival time is 13:00, in case of a flight delay by 20 minutes waiting time is shifted to 13:20, and from that time driver must wait for 90 minutes

  • If a flight delay is longer than 30 minutes, waiting time is shifted to 30 minutes after the planned arrival time, it’s necessary to wait for the client within 90 minutes, because the flight can catch up with the delay. If the customer does not show up within 120 minutes from the planned arrival time, it is required to prepare and send the documents to register a no-show case;

Example: planned arrival time is 14:00, in case of a flight delay by 40 minutes - the driver has to wait for 90 minutes from 14:30

  • In case of the early arrival of the flight, the waiting period starts from the scheduled flight arrival. If the early flight arrival could be tracked, the driver has to contact the client or UB Shuttle support team to agree on a new pick-up time.

Requirements For Maintaining Up-To-Date Data

All the responsibility for relevance and completeness of data in the Personal Account is on the Provider. The Provider immediately informs GAS LLC about the changes of:

  • payment details to receive payouts;
  • email address for receiving orders;
  • email address for handling incidents.

The Provider undertakes to comply with all the agreed terms of cooperation, including all accepted payment methods, cost of child seats and additional services.

Pricing Rules

  • Prices for individual transfers:
  • are indicated for one vehicle, not for the number of passengers;
  • do not depend on the time of the day, day of the week, payment method;
  • are valid for the "round trips" (if not agreed otherwise);
  • are calculated based on distance from the departure point and the final destination.
  • Prices include:
  • meeting with a nameplate, paid parking, 90 minutes of waiting time at the airport/port or 15 minutes wait when departing from other types of hub or address;
  • ride to any point of the agreed destination;
  • toll road/tunnel costs, crossing borders/crossings/checkpoints, entrance to settlement areas or transport hub, as well as using water taxi if all this is a part of the route;
  • tipping if obligatory;
  • expenses related to non-cash transfers.

Vehicle replacement and classification rules

UB Shuttle classification examples

Voucher Fields Description

Name — passenger's name/title that indicates on the nameplate for meeting the customer

Phone number — contact details for communication

Language — the local language from which the booking was made

Passengers — number of passengers specified at the time of booking

Additional Service — ordered additional services

Pick up — meeting point information including the flight number/vehicle number

Pick up time — pick-up time chosen by the client (in case of traveling from the transport hub the recommended pick-up time should be calculated on the basis of flight/vehicle number details unless otherwise noted in the comments)

Drop-off — information about the final destination

Distance — information about the estimated trip duration

Vehicle — vehicle type chosen by the client

Comments — additional information about the order specified by the client

Your revenue — the price of the order for the driver, excluding the additional services

Cash from a client — amount to be paid by the client in cash

UB Shuttle fee - UB Shuttle commission

Checking The Terms Of Booking

When an offer is received, the Provider has to carefully verify all the details of the transfer. If the information provided is incorrect or insufficient for the service's successful provision, report an error by replying to the booking email.

Essential conditions of the Transfer

Number of the passengers and luggage within the declared vehicle class:

  • whether the number of luggage corresponds to the declared vehicle type.
  • Departure and destination addresses within the selected locality:
  • whether it is possible to pick up the client at the point of departure and drive to the destination;
  • whether the addresses/names of departure and destination are correct;
  • whether the name of the airport where the client's flight arrives is correct;

Itinerary:

  • whether the hotel location (address) corresponds to the waypoint selected by the customer.

Transfer type:

  • whether it is possible to provide the vehicle type selected by the customer or an acceptable type of replacement.

Date and time of the transfer:

  • whether flight arrival time corresponds to the meeting time, specified in the voucher. If the details do not match - check the comment section. If there is no information in the comment section - please, contact our support team.

Additional options:

  • Whether it is possible to provide all additional services requested in the order:
  • child restraints (child seats, boosters, infant cradles);
  • SIM-card;
  • drinking water;
  • additional waiting time;
  • additional drop off;
  • English speaking driver;
  • Mongolian speaking driver;
  • a box for ski/snowboards.

Additional Customer Requests Before, During And After The Transfer

  • For an additional fee, the following services can be agreed upon between the Provider and the client (passenger):
  • additional route deviations and stops;
  • toll road passages, which are not mandatory/inevitable;
  • additional waiting time beyond the agreed time;
  • providing the additional devices for the transportation of non-standard baggage;
  • transportation of animals;
  • providing devices for transportation of passengers with limited mobility;
  • assigning a driver who speaks a certain language;
  • providing a certain brand of the car;
  • transfer payment through the payment terminal (by card);
  • payment for the property damage of the driver, company, etc.

Baggage

For standard baggage, the sum of three dimensions does not exceed 158 cm

  • Non-standard baggage are:
  • suitcases, the sum of three dimensions which exceeds 158 cm;
  • sports equipment (skis, snowboards, golf bags, surfboards, bicycles, etc);
  • baby carriages;
  • wheelchairs;
  • musical instruments;
  • pet carriers, etc.

Change Of Transfer Terms

UB Shuttle has the right to change the terms of transfer at the request of the client without agreement with the Provider:

  • no later than 16 hours before the start of the transfer for cars of group 1;
  • no later than 24 hours before the start of the transfer for cars of group 2.

In other cases, the changes in terms of the transfer should be agreed upon with the Provider.

Urgent Booking

Urgent order - is the order which is marked "URGENT".

Deadlines To Respond To Notifications/Requests

  • Acceptance of individual offers to carry out the transfer: - up to 12 hours from the moment the notification was sent


  • Request to set prices for the route: - up to 12 hours from the moment the notification was sent


  • Reply for the client's complaint: - up to 72 hours from the moment the request was sent


  • Sending the evidence of the client's’ no show: - up to 3 business days from the start of the transfer


  • Sending a request for compensation in case of late: - up to 3 business days from the start of the cancellation transfer


  • Check if the details in the voucher are complete and correct: - up to 10 minutes from the moment of consent correct for the transfer execution


  • UB Shuttle's decision on the compensation in case of no show: - up to 14 days from the start of the transfer

Deadlines For Responses To Requests For Documents/Information

  • A list of vehicles for the fulfillment of obligations under the current agreement: -  up to 7 days after receiving the request


  • Valid documents authorizing the Provider to provide a passenger transportation services, insurance policies and other documents related to the provision of transfer services: - up to 7 days after receiving the request


  • Vehicle information assigned to an order (number plate, registration certificate or other documents that confirm technical characteristics and the year of issue, picture of the vehicle and other information): - up to 7 days after receiving the request, at least 24 hours before the start of the transfer


  • Information about the driver assigned to an order (full name, contact number): - up to 7 days after receiving the request, at least 24 hours before the start of the transfer

Terms And Methods Of Payment According To The Balance*

For the services provided between the 1st and the 15th day of the month, payment will be made within the 25th day of the same month.

For the services provided between the 16th and the last day of the month, payment will be made within the 10 days of the next month.

*the Agent has the right to change the terms and limits of balance payouts.

Payout Methods And Limits*

Payment methods, Minimum amount and Currency:

  • Payoneer (personal link) 100 USD
  • Wise (personal link) 100 USD
  • SWIFT (International bank account) 300 USD/EUR

Options for receiving funds in Russian Federation:

Money transfer system - 10,000 RUB minimum

Unforeseen Circumstances Resulting In The Non-Fulfillment/Improper Execution Of The Transfer

Criteria for this category: the driver arrived at the meeting point at the specified time and was ready to accomplish the transfer on agreed terms.

  • The carrier shall notify UB Shuttle immediately by phone or by other available means in case of impossibility to accomplish the order for the following reasons:
  • the client did not show up at the meeting point for more than 120 minutes (90 minutes waiting time + 30 minutes possible delay of the flight);
  • the client's flight was canceled;
  • the client's flight landed at another airport;
  • the passenger broke the capacity limit of the car of the selected class;
  • the presence of children without prior notification of their transportation and/or absence of an ordered child seat/booster/cradle;
  • the presence of animals without pet carriers and/or without documents;
  • the presence of the passengers in a state of strong alcohol or drug intoxication;
  • actions of the passengers that threaten the life and health of the driver, as well as the conditions of the car.

!WARNING! If the client did not show up after 120 minutes, the carrier is obliged to send all supporting documents from the meeting point to register a no-show case.


Force majeure circumstances (the act of God):

Circumstances:

  • Natural disasters (earthquakes, floods, tornados, landslides, volcanic eruptions, snowfalls, and other natural disasters)
  • Circumstances of public life (military actions, large scale strikes, revolutions, etc)
  • Prohibitive measures of state bodies (ban on transportation, prohibition of trade in the manner of international sanctions, etc)

Documents supporting above circumstances:

  • certificate from the competent authority
  • photo/video
  • screenshot of maps with traffic information
  • media announcements and others


Unexpected circumstances related to the driver/car:

Criteria for this category is: the driver could not arrive at the meeting point and complete the transfer in accordance with the terms of the order, notifying UB Shuttle in a timely manner.

Circumstances and its supporting documents:

Traffic Accident:

  • photo and video filming from the scene of the accident
  • Media announcement
  • protocol of the authorized body on the accident

Injuries/driver hospitalization:

  • medical certificate

Driver's death:

  • not required

Table Of Fines And Compensations (Individual Transfers)

Category:

The transfer was completed, but with a disturbance 

Claim:
- claim to the driver (behavior/communication/driving, etc)

- claim to the vehicle

- meeting/name plate claim

- being late (any)

- failed to provide additional services ordered

- vehicle class mismatch

- customer billing mistake

- the client was not taken to his destination

Fine:

from 50% of the total client price.


Category:

The transfer could not be completed because of a disturbance

Claim:

- claim to the driver (behavior/communication/driving, etc)

- claim to the vehicle

- meeting/name plate claim

- being late (any)

- failed to provide additional services ordered

- vehicle class mismatch

- customer billing mistake

- the client was not taken to his destination

Fine:

from 300% of the total client price + cancellation of order payment + compensation to the client in the amount of the difference in price on a new order (an alternative way to travel on this route) in the presence of a receipt.


Category:

Violations of the rules for working with the orders

Claim:

- refusal of the price set by the Provider

- late notification of incorrect information in the order

Fine:
from 50% of the cost of payment to the driver;


Claim:

- refusal of an accepted order outside of the established threshold

- execution of a canceled order transferred to another Provider

Fine:

from 100% of the cost of payment to the driver.



Compensations:

Category:

No-show of the client 

Late order cancellation:

  • the order was canceled less than 5 hours before the transfer for SLA 1 classes
  • the order was canceled less than 24 hours before the transfer for SLA 2 classes

Late cancellation of an urgent order:

  • the order was canceled less than 1 hour before the transfer for SLA 1 classes
  • the order was canceled less than 3 hours before the transfer for SLA 2 classes

Amount:

100% of the cost of payment to the driver. Each 30 minutes of additional waiting after free waiting time is expired shall be considered as an addition stop service given that the driver has arrived on time. In case, the booking already has additional waiting requirement, the transporter shall check the price in advance and notify Agent of any discrepancy.

Compensation in case of a client's no-show will be granted only if there are all required supporting documents provided within the specified time (see Deadlines to respond to notifications/requests) and requested by the Provider.

If cooperation is interrupted, UB Shuttle has the right to cancel all accepted orders without any compensations. 

No-Show Registration Procedure (Individual Transfers)

While waiting for the client, the Provider is obliged to:

  1. contact the client by the phone number indicated on the voucher, when the set waiting period starts;
  2. contact the UB Shuttle before the waiting period, ends to register passengers' no-show;
  3. within 3 business days from the date of the transfer, send supporting documents to UB Shuttle that confirm the presence of the driver at the meeting point at the time of the start of the transfer.
  • Required documents:
  • screenshot of the calls/messages to the passenger displaying passenger's phone number, date and time of the call on the pick up time;
  • GPS report, confirming the location of a vehicle at the place of departure at the time of the transfer start, and confirming the expectation of the driver during the regulated time;
  • picture of a driver and/or a nameplate taken in front of the airport arrivals timetable and a clock indicating local time;
  • picture of a driver and/or a nameplate taken in front of hotel reception and a clock indicating local time.
  • You can also provide:
  • copy of the parking ticket from the hotel, airport, railway station, port or other document certifying the date and time of arrival at the departure point;
  • confirmation from the hotel about the passenger's check out before the transfer began;
  • a written confirmation of an official executive (employee) of a hotel, airport, railway station, or port, confirming the driver's presence at the departure point at the time of a transfer start;
  • any other reliable evidence to prove the driver's presence at the departure point at the time the transfer began.

UB Shuttle's Obligations To Provide The Services To The Partners

  1. Provision of a basic contract without the possibility of individual negotiation of conditions.
  2. Conducting an initial briefing before starting work with the personal account.
  3. Providing access to a personal account with basic settings.
  4. Making payouts of the balance in compliance with the terms, limits, and methods established by this Level.
  5. Written and verbal consultation regarding the:
  • work with a personal account;
  • balance payout terms;
  • accrual of fines/compensations;
  • rules (regulations) of work.

6. Informing about the changes in working conditions, in the operating system (including in personal account), other circumstances, and events affecting fulfillment of their contact obligations by parties, by standard mailings.

7.Feedback collection by the standard mailings to customers.

8. Support on issues that appear during the transfer (phone call/Viber/Whatsapp).

Car Rental With Driver

The response time to a request for the possibility to provide the service — 12 hours

Minimum booking time — 48 hours

Changes by the customer are accepted no later than 24 hours before the start of the trip. Changes made less than 24 hours before the trip may be not accepted.

Minimum time of rent — 1-hour

Vehicle requirement:

  • no older than 7 years;
  • corresponds to the requested class;
  • year of issue, model and brand have to be agreed upon with the customer at least 36 hours before the trip (it is necessary to send pictures of a car for confirmation).

The route is determined by the customer and agreed upon with the Provider through UB Shuttle.

Price is determined by the Provider independently: the price can be set for the hourly rent, or the entire rental period

The price includes:

  • car delivery time for pickup;
  • 60 minutes of waiting and paid parking at the airport/port or 15 minutes waiting when departing from the hotel/address/railway station/bus station/pier;
  • fuel (charging) costs.

Important! Any deviations from the route, change of time or additional waiting are agreed upon with the client and paid separately on the spot.

Rent payment by the customer: 100% prepayment.

Penalties and compensations:

Category:

Disturbance by the client:

  • rent cancelation by the customer in less than 24 hours before the start of the trip 100% compensation of the driver's payment
  • client's no show

Amount:

100% compensation of the driver's payment.

Category:

Disturbance by the driver and the corresponding fine amounts:

  • rent cancelation by the Provider in less than 24 hours before the start of the trip: - 100% penalty of the rent price.
  • the driver being late: - penalty from 10% of the rent price
  • not met of the client by the driver: - 100% penalty of the rent price.

If the client does not show up at a meeting point during the regulated waiting time, UB Shuttle registers the client's no-show or reduces the rental time for the duration of the client's delay.

For other claims check the Table of fines and compensations (individual transfers).

Deadlines to respond to notifications and requests check the Deadlines to respond to notifications/requests.

UB Shuttle undertakes to provide the vouchers to the customer and Provider at least 24 hours before the start of the rental period. The voucher must contain the following information:

  • date;
  • time of the rental start;
  • time of the rental end;
  • vehicle class;
  • number of passengers;
  • driver's contact details;
  • payment method.

Client's Personal Data

  • Personal data of a client include:
  • a surname, a name, a middle name (if applicable);
  • a contact telephone number;
  • an email address;
  • an address of departure/destination.

The Provider is obliged to remove the customer's personal data from all information systems within 30 days after receiving the notice according to General Data Protection Regulation (GDPR).

Rules for working with the client's personal data:

  • after the end of the transfer, in case of client's claim/investigation, it is prohibited to contact the client using personal data without the consent of a UB Shuttle manager (see the Table of fines and compensations - Claim to the driver);
  • before, during and after the end of the transfer, it is prohibited to advertise any services that do not belong to UB Shuttle, including the use of client's personal data;
  • in case of sharing UB Shuttle orders and bookings with third parties, the responsibility for the dissemination and removal of client's personal data lies entirely with the Provider (see the Agreement).