Terms and Conditions

Welcome to Tiensetaxi (tiensetaxi.be). By booking our services through our website, email, or telephone, you agree to the following terms and conditions. Please read them carefully.

01 Booking Agreement

By booking a service through our website (tiensetaxi.be), email, or telephone, you enter into a formal contract with Tiensetaxi (operated by TIENSE TAXI BV), subject to these terms and conditions. You must provide accurate information for your booking, including flight details, pickup times, and contact information.

02 Services and Rates

Our standard rates are for private transportation in our premium fleet (or similar high-end vehicles provided by our trusted partners). Passengers travel directly to their destination. Our quoted prices for airport transfers are generally fixed and inclusive of applicable taxes and tolls for standard routes. Any significant deviations from the booked service (e.g., extra stops, changed destination) may incur additional charges (see Point 07).

03 Payment

• Payment can be made securely online at the time of booking using major debit/credit cards (Visa, MasterCard, American Express).
• Alternatively, payment can be made directly to the driver in the vehicle using cash or a debit/credit card. We do not charge extra for card payments made to the driver.
• Full payment is required at the beginning or end of the ride, as agreed or specified.
• For corporate accounts or invoiced services, payment is due within 14 days of the invoice date. Failure to pay an invoice within this period will result in a surcharge of 15% of the outstanding amount (minimum €25).

04 Cancellations by the Customer

• Standard national services require a 48-hour cancellation notice prior to the scheduled pickup time.
• International services require a 72-hour cancellation notification.
• Services not canceled prior to the cut-off time will be subject to the entire cost of the services requested.
• To cancel a booking, please contact us via email by replying to your confirmation. No other forms or implied verbal cancellations to a driver or agent are valid.

05 Booking Modifications by the Customer

If you need to modify your booking (e.g., change of time, date, pickup address), please contact us as soon as possible. We will do our best to accommodate your request, subject to availability. Significant changes may be subject to price adjustments or the cancellation policy outlined in Point 04.

06 Pickups, Flight Delays & Waiting Times

For airport pickups, we monitor your flight's arrival time in real-time. Grace periods commence when the aircraft lands on the ground. It is your responsibility to locate the driver at the designated meeting point.

Airport Meeting Points:
Brussels Airport: JAVA COFFEE
Charleroi Airport: Starbucks

Included Grace Periods:

• Flights within Schengen zone: 30 minutes waiting time included after landing.
• Flights outside Schengen zone (Passport Control): 45 minutes waiting time included after landing.
• Private Airport / FBO: 30 minutes waiting time included.
• Brussels MIDI Station (Eurostar, Thalys, TGV): At the "PRET Café" located in the main Hall (15 minutes waiting time included).
• Standard Address Pickups: 5 minutes waiting time is included in the price. Passengers are expected to be ready at the scheduled booking time.

Extra Waiting Time:

Wait time is calculated by the hourly rate of the vehicle requested. After the included grace period expires, a fee of €15 per commenced 15-minute period (€60/hour) applies.

If your flight is canceled, please inform us immediately to discuss rescheduling or cancellation. If you cannot find your driver at the meeting point, please contact us immediately using the phone number provided in your booking confirmation.

07 Deviations from Standard Service & Additional Charges

• Any requested deviations from the standard booked service (e.g., extra stops, detours, transport of oversized or excessive luggage not declared at booking) can be arranged by mutual agreement and may be subject to additional charges.
• The customer will be informed of any potential additional costs in advance where possible.

08 Transportation Responsibility

• While the customer is responsible for allowing sufficient time for their journey (especially for departures), Tiensetaxi will make every reasonable effort to ensure timely arrival at the destination.
• Tiensetaxi cannot be held responsible for delays, disruptions, or incidents beyond our direct control (e.g., severe traffic congestion, road closures, accidents, extreme weather conditions).

09 Delays, Changes, and Cancellations by Tiensetaxi

Tiensetaxi reserves the right to cancel or make changes to bookings due to force majeure or other unforeseen circumstances beyond our control. In such rare cases, we will inform you as soon as possible and endeavor to provide a suitable alternative or a full refund if payment has been made.

10 Customer Conduct & Vehicle Condition

• Passengers are expected to behave in a respectful manner. The driver reserves the right to refuse transport to anyone deemed to be under the influence of alcohol or drugs, or whose behavior poses a threat to the driver, the vehicle, or other passengers.
• The customer will be responsible for any costs incurred due to damage to the vehicle or soiling (e.g., spills, sickness). A cleaning fee between €25 and €300 (depending on the severity of the soiling) is payable immediately to the driver for incidents.
• Smoking (including e-cigarettes) and consumption of alcohol are strictly prohibited in all vehicles.

11 Luggage

Customers must inform us at the time of booking if they intend to travel with an excessive amount of luggage or oversized items (e.g., skis, golf bags, foldable wheelchairs). We reserve the right to refuse transport of items not declared if they compromise safety or vehicle capacity, or to apply a surcharge if a larger vehicle is required.

12 Child Seats

Child seats and boosters are available free of charge provided they are requested during the reservation process and are subject to availability. Passengers are ultimately responsible for ensuring children are correctly secured.

13 Seatbelt Policy

Wearing a seatbelt is legally required in Belgium for all passengers. Passengers are individually responsible for complying with this policy.

14 Contact Information and Customer Reachability

• We require a functional mobile phone number (including country code) where the primary passenger can be reached at the time of pickup.
• If a passenger is unreachable by phone and does not make contact or appear at the meeting point within the included waiting time (see Point 06), the driver may consider the booking a "no-show", and 100% of the fare will be charged.

15 Complaints

Any complaints regarding our services or invoices must be submitted in writing (e.g., email to info@tiensetaxi.be) as soon as possible, ideally within 7 days of the service date or invoice date. Please provide all relevant details to help us investigate your complaint thoroughly.

16 Non-Payment (Invoiced Services)

In the event of non-payment of an invoice by the due date, an interest of 1% per month on the outstanding amount may be charged automatically without prior notice, in addition to the surcharge mentioned in Point 03.

17 Data Protection

We are committed to protecting your privacy. Personal data collected during the booking process is used solely for providing our services and for communication related to your booking.

18 Applicable Law and Jurisdiction

• These terms and conditions are governed by Belgian law.
• Any disputes arising from or in connection with these terms and conditions will be subject to the exclusive jurisdiction of the competent courts in the district where TIENSE TAXI BV is registered.

19 Amendments

Tiensetaxi reserves the right to amend these terms and conditions at any time. The applicable terms will be those published on our website at the time of your booking.