General Terms and Conditions of Sale — CrossRide

Version: 1.1

Effective date: 1 June 2026

Last updated: 26 July 2026

Previous versions of the GTS are archived and available on request at contact@crossride.eu. In the event of any amendment, the version in force at the time of booking shall prevail.

1. Publisher

CrossRide is operated by CrossRide OÜ, a company incorporated under Estonian law, with its registered office at Lõkke tn 4, 10122 Tallinn, Kesklinna linnaosa, Harju maakond, Estonia, registered under number 17500416.

Commercial contact: contact@crossride.eu

Support: support@crossride.eu

Website: https://crossride.eu

2. Purpose

These General Terms and Conditions of Sale (GTS) govern the financial and commercial conditions applicable to any transaction carried out on the CrossRide platform, whether it concerns a carpooling booking, an urgent trip or a Comoto (motorcycle) trip.

The GTS supplement the CrossRide General Terms of Use (GTU). In the event of conflict between the two documents, the GTS shall prevail on commercial and financial matters.

3. Pricing

3.1 Price setting

The price of each trip is set freely by the driver, subject to a floor price that the driver defines. CrossRide may suggest an optimal price based on demand, availability and departure time, but may never impose a price below the driver's floor price.

3.2 Price transparency

Each listing displays in real time and before any confirmation:

• The current price per seat or per shipment
• The number of remaining seats or available capacity
• The price trend (stable, rising, falling)
• The exact reason for any price change

No hidden fees may be added after the booking is confirmed.

3.3 CrossRide commission

CrossRide charges a commission on each transaction:

Stripe banking processing fees (~1.5% for European cards) are included in the CrossRide commission and are not charged separately to the passenger or driver.

3.4 Urgent surcharges

For RideCall™ trips, the following surcharges apply on top of the base price:

These surcharges are clearly displayed before any confirmation. They remunerate the AI voice dispatch service (ElevenLabs + Twilio), which guarantees a driver response within 2 minutes.

3.5 Comoto pricing

The price of a Comoto trip is set freely by the rider. An equipment rental option may be offered by the rider:

4. Payment terms

4.1 Payment provider

All payments are processed by Stripe Payments Europe, Ltd., a payment service provider authorised by the Central Bank of Ireland. CrossRide never stores your banking data.

4.2 Accepted payment methods

• Visa, Mastercard, American Express bank cards
• SEPA (bank transfer and direct debit)
• Apple Pay and Google Pay

4.3 Payment process

1. The passenger enters their payment details at the time of booking

2. Stripe performs an authorisation (hold) on the passenger's account

3. The amount is captured (definitively charged) upon the passenger's validation of the trip on arrival

4. CrossRide deducts its commission

5. The driver receives their share

4.4 Driver payment

The driver is paid as soon as the passenger validates the trip via the CrossRide application. CrossRide imposes no additional waiting period. The transfer to the driver's bank account is processed immediately after validation, within Stripe's technical timeframes (generally instant to a few hours depending on the driver's bank).

This is a fundamental difference from other platforms that impose delays of 2 to 7 business days.

5. Cancellation policy

5.1 Cancellation by the passenger

For urgent trips (< 2h before departure), the rules in section 5.3 take precedence over the table above.

5.2 Cancellation by the driver

In the event of cancellation by the driver, regardless of notice period:

• The passenger is refunded 100%
• Stripe processing fees (~1.5%) are absorbed by CrossRide and not passed on to the passenger
• The driver receives a reliability penalty on their profile

5.3 Cancellation of an urgent trip

For RideCall™ trips:

• If no driver is found within 15 minutes: automatic 100% refund
• If the passenger cancels after a driver has accepted: not refunded

6. Refund policy

6.1 Automatic refunds

A full refund is triggered automatically in the following cases:

• The driver confirms that the trip did not take place
• The driver does not confirm drop-off within 2 hours of the scheduled arrival time AND GPS data confirms the trip did not take place
• No driver found for an urgent trip within 15 minutes

6.2 Refunds after human review

In ambiguous cases (see GTU section 7.2 table), a CrossRide team member reviews the case within 24 hours and notifies the passenger of the decision by email.

6.3 Processing

Approved refunds are credited back to the original payment method within 24 to 48 hours of the decision. The time for the refund to appear on the bank statement depends on the passenger's bank (generally 3 to 5 business days).

6.4 Non-refundable fees

Stripe processing fees (~1.5%) are not refundable by Stripe. In cases of 100% refund (driver cancellation, trip not completed), CrossRide absorbs these fees and refunds the passenger 100% of the amount paid.

7. Invoicing

On request, CrossRide can issue an invoice for any transaction carried out on the platform. Invoice requests must be sent to: contact@crossride.eu within 30 days of the transaction.

CrossRide OÜ is registered in Estonia. The applicable VAT is that of the user's country of residence, in accordance with European VAT rules on digital services.

10. Force majeure

CrossRide cannot be held liable for cancellations or delays resulting from a force majeure event as defined by European case law (natural disaster, general strike, pandemic, war, border closure, etc.).

In the event of force majeure affecting a trip:

• Bookings are automatically cancelled
• Passengers are refunded 100% (Stripe fees absorbed by CrossRide)
• No penalty is applied to drivers

11. Commercial disputes

Any dispute relating to a CrossRide transaction must first be submitted to the support team: support@crossride.eu

CrossRide undertakes to respond within 48 business hours.

If the matter cannot be resolved amicably, the user may refer to the European Commission's online dispute resolution platform: https://ec.europa.eu/consumers/odr

These GTS are governed by Estonian law, without prejudice to the mandatory provisions of the law of the consumer user's country of residence.

For any questions regarding these GTS: contact@crossride.eu