Terms & Conditions

Last updated: 26 August 2026

In these General Terms and Conditions the following terms have the meanings set out below.

Article 1. Definitions

In these General Terms and Conditions, the following terms have the following meanings:

1.1 Account: the personal account of the App User in the umob App, through which the App User can, among other things, view and change account data and use the Services.

1.2 General Terms: these General Terms and Conditions for App Users relating to the umob mobility-as-a-service application, as amended from time to time in accordance with these General Terms and mandatory law. The most recent version is available at https://umob.app/legal/terms-and-conditions.

1.3 App User(s): the natural person who uses the umob App and/or a Service.

1.4 Service(s): mobility services and related products or services offered by Service Providers, such as booking, starting and paying for a journey or rental involving a shared car, scooter, bicycle or public transport, which may be accessed through the umob App. The party that invoices the App User is identified in the applicable Product Details or booking information. A summary of available mobility services can be found at umob.app.

1.5 Service Provider(s): a mobility provider or another provider involved in the supply, operation, booking, payment or purchase of a Service by or for the App User.

1.6 Use: the use of the umob App in the broadest sense, including visiting the umob website, creating and managing an Account, registering, booking, starting, using, cancelling and paying for Services.

1.7 Information: all information, recommendations and service information made available to the App User through the umob App, including prices and terms applicable to Services.

1.8 Customer Service: umob customer service, available by chat through the App and by email at support@umob.app.

1.9 Contract: an agreement between the App User and umob and/or a Seller relating to the Account, the umob App, a Mobility Product, a Transaction or another Service, as applicable.

1.10 Privacy Statement: the privacy statement applied by umob, the most recent version of which is available at https://umob.app/legal/privacy-policy.

1.11 Driving License: a valid driving licence issued in the European Union (EU), the European Economic Area (EEA) or Switzerland, insofar as it is accepted for the relevant Service under applicable law and the terms of the relevant Service Provider.

1.12 Transaction(s): each registered transport movement or other chargeable use carried out by an App User.

1.13 umob: UMOB B.V., having its registered office in Rotterdam and its place of business at Rodezand 80, 3011 AL Rotterdam, registered in the Business Register of the Chamber of Commerce under number 82484724 and with VAT number NL862488837B01.

1.14 umob App: the umob smartphone application which serves, among other things, as a means of accessing and using a Service.

1.15 Mobility Product: a separately offered and purchased entitlement, credit, bundle, pass, discount or subscription made available through the umob App, under which the App User may use the Included Use during the Product Period and within the Product Area, as further described in the Product Details.

1.16 Day Pass: a Mobility Product with a fixed and limited validity period which, unless the Product Details expressly state a different start time, starts immediately upon the Purchase Confirmation. The name "Day Pass" does not necessarily mean that the product is valid for one calendar day or exactly twenty-four hours; the exact start and end times are stated in the Product Details.

1.17 Subscription: a Mobility Product for a fixed or recurring Product Period, including a weekend, weekly, monthly or other periodic product. The Product Details state whether the Subscription ends automatically or renews.

1.18 Product Details: all product-specific information shown in the umob App before the order is placed and confirmed after purchase, including at least the Seller, price, Product Period, Product Area, participating Service Providers and modes, Included Use, exclusions, any additional charges, renewal, cancellation and information about any statutory right of withdrawal.

1.19 Product Area: the city, municipality, region, geographical zone, route or other defined location in which the Mobility Product is valid, as stated in the Product Details.

1.20 Product Period: the period between the start and end times stated in the Product Details or Purchase Confirmation during which the Mobility Product may be used. Unless otherwise stated, local time in the Product Area applies.

1.21 Included Use: the rides, unlocks, boardings, minutes, kilometres, credits, discounts or other usage entitlements described in the Product Details as included in the Mobility Product.

1.22 Eligible Ride: a ride, journey, rental or other use involving a Service Provider and mode that qualifies for Included Use under the Product Details, the terms of the relevant Service Provider and the status of the Account.

1.23 Seller: umob or the Service Provider that, according to the Product Details, enters into the agreement for the Mobility Product with the App User. The Seller may be different from the carrier, lessor or operating Service Provider of an individual ride.

1.24 Purchase Confirmation: the confirmation of the purchase of a Mobility Product provided in the umob App and/or on a durable medium, containing the applicable Product Details and the time of purchase.

Article 2. Applicability

2.1 These General Terms apply to every offer, Contract and Transaction to which umob is a party or for which these General Terms are declared applicable.

2.2 Before the App User can use the umob App, the App User must accept these General Terms. umob makes the General Terms available electronically in the umob App when the Account is created. Before a distance Contract is concluded, the text is made available in a manner that enables the App User to store it easily on a durable medium. If that is not reasonably possible, umob states where the General Terms can be viewed electronically and sends them to the App User electronically or otherwise, free of charge, on request.

2.3 By creating an Account and using the umob App, the App User agrees that these General Terms apply to the relationship with umob.

2.4 In addition to these General Terms, the Product Details, specific terms of umob and the terms of a Service Provider may apply. Unless mandatory law provides otherwise, the following order of precedence applies: (a) mandatory consumer law; (b) the Product Details for the core characteristics of the purchased Mobility Product; (c) specific product terms of the Seller; (d) the terms of the relevant Service Provider for the operation of an individual ride or rental; and (e) these General Terms. Any ambiguity is interpreted in the manner most favourable to the consumer that is consistent with the agreement.

2.5 Amendments to these General Terms do not apply retroactively to a Product Period that has already been paid for. Article 8.14 applies to material changes that adversely affect a recurring Subscription from a future Product Period. Continued use does not constitute a waiver of mandatory rights.

2.6 These General Terms cover Services of various Service Providers that can be booked, used and paid for through the umob App, to the extent stated in the applicable booking information or Product Details.

2.7 Individual transport, rental and other operating Services are provided by the relevant Service Provider. Unless the Product Details identify umob as the Seller or otherwise expressly state that umob assumes a particular obligation, umob is not a party to the individual transport or rental agreement between the App User and the Service Provider. The Service Provider's terms apply to the operation of that Service and its privacy statement explains how that Service Provider processes personal data. Before the relevant booking or use, the App User is given access to the applicable provider information and, where required, the applicable terms. A current overview of mobility service providers, ticketing providers and public transport operators, together with links to their applicable terms and privacy statements, is available at https://umob.app/nl/legal/mobility-service-providers-terms-privacy-statements. umob may add or remove Service Providers as the mobility offering changes. Material changes affecting an already paid Product Period remain governed by Articles 8.9 and 8.14.

2.8 For public transport Services and public transport E-tickets purchased, received, stored or displayed through the umob App, the additional Public Transport E-ticket Terms & Conditions apply. The most recent version is available at https://umob.app/legal/public-transport-e-ticket-terms-conditions. The terms of the relevant public transport operator also apply to the contract of carriage.

2.9 If there is a conflict between language versions of these General Terms, the Dutch text prevails, except where mandatory law requires otherwise.

2.10 Before payment, the Product Details clearly identify the party with whom the App User enters into the agreement for the Mobility Product and describe the role performed by umob.

2.11 If umob is identified as the Seller, umob is a party to the agreement for the Mobility Product. This does not mean that umob itself is the carrier, lessor or operating Service Provider for each Eligible Ride. The applicable terms of the relevant Service Provider also apply to the operation of an individual ride or rental.

2.12 If a Service Provider is identified as the Seller, umob may act as an intermediary, technical platform and/or payment service provider. The Product Details state which obligations are performed by the Service Provider and which are performed by umob.

2.13 A Mobility Product may be valid with one Service Provider, a selection of Service Providers or across multiple Service Providers. Only the Service Providers, modes and forms of use stated in the Product Details are included.

2.14 The purchase of a Mobility Product does not replace any age, driving licence, identity, payment, safety or other eligibility requirement of umob or a Service Provider. An App User who does not meet those requirements may not use the relevant Service.

2.15 By purchasing a Mobility Product, the App User does not obtain a reservation or a guarantee that a particular vehicle, ride or Service Provider will be available at every desired time. The Seller's obligations in the event of material non-supply remain unaffected.

Article 3. Offer

3.1 An offer is subject to availability and obvious errors until it is accepted by the Seller. Once the Seller has accepted the order and issued the Purchase Confirmation, the agreed Product Details are binding, subject to these General Terms and mandatory law.

3.2 The offer contains a complete and accurate description of the offered Use, products, digital content and/or Services. The description is sufficiently detailed to enable the App User to assess the offer properly.

3.3 Every offer contains the information reasonably necessary for the App User to understand the rights and obligations connected with accepting the offer.

3.4 Before the App User places an order carrying an obligation to pay, the umob App clearly and prominently displays at least:

(a) the name and identity of the Seller;

(b) the total price including taxes and, insofar as calculable in advance, all additional charges;

(c) the Product Area and a warning that the product is not valid outside that area;

(d) the participating Service Providers and modes, or a clear method by which these can be determined before purchase;

(e) the Included Use and how use is counted;

(f) the start and end times of the Product Period;

(g) any limitations, exclusions and rates after the Included Use has been consumed;

(h) for a Subscription, the fixed term, renewal, charging moments, cancellation method and when cancellation takes effect;

(i) whether a statutory right of withdrawal applies and, if not, the applicable statutory exception; and

(j) the key conditions for complaints, remedies and refunds.

3.5 The App User must be able to review and correct input errors, including the selected city or Product Area, before payment. The order button or similar function unambiguously states that placing the order entails an obligation to pay.

3.6 After purchase, the Seller provides, without undue delay, a Purchase Confirmation containing the agreed Product Details in a form that the App User can store and access later.

Article 4. The Contract

4.1 The Account Agreement is formed when umob accepts the App User's registration electronically and confirms that acceptance. Until umob has confirmed acceptance, the App User may withdraw the registration application. Agreements for Mobility Products and individual Services are formed at the time stated in the Product Details or in these General Terms.

4.2 If a Contract is concluded electronically, umob takes appropriate technical and organisational measures to secure the electronic transfer of data and provides a reasonably secure online environment. Where electronic payment is available, appropriate security measures are applied to the payment process.

4.3 Within statutory limits, umob may assess whether the App User is likely to meet payment obligations and may verify facts relevant to entering into the Contract responsibly. If umob has objectively justified grounds not to enter into the Contract, it may refuse an application or apply proportionate conditions, stating the main reason unless disclosure is prohibited by law or would undermine fraud prevention or security.

4.4 No later than the creation of the Account and, for trip prices or costs, no later than before the relevant Service begins, umob or the relevant Seller provides the following information in writing or in a form that the App User can store on a durable medium:

(a) the email address and telephone number for questions and complaints;

(b) the conditions and procedure for exercising any right of withdrawal under Article 7;

(c) information about the provision of Services and customer support after registration;

(d) the price, including all applicable taxes, of the relevant product, Service or digital content; and

(e) the method of payment, delivery or performance of the distance Contract.

Article 5. Duration and notice period

5.1 The Account Agreement with the App User is entered into for an indefinite period.

5.2 The App User may terminate the Account Agreement at any time through the umob App or by email to support@umob.app. umob may terminate an indefinite Account Agreement with a reasonable notice period, unless Article 6 permits suspension or termination with immediate effect. Termination does not release either party from obligations that arose before the termination date. After termination, umob may invoice Services already provided but not yet invoiced.

5.3 umob removes or deactivates the Account six months after termination or cancellation, or later if reasonably necessary to complete outstanding obligations. Personal data is retained or deleted in accordance with the Privacy Statement and applicable law.

5.4 The indefinite duration of the Account Agreement is separate from the Product Period of a Mobility Product. A Day Pass or another product purchased for a fixed period expires automatically at the end time specified in the Product Details, without requiring termination by the App User.

5.5 A Subscription renews automatically only if this is expressly stated in the Product Details before purchase. The Product Details specify the price and duration of each renewal period and, where applicable, the initial fixed term.

5.6 A recurring Subscription can be terminated through an accessible function in the umob App and, in any event, in writing via support@umob.app. Cancellation must be possible by the same or an equally simple method as the method used to enter into the Subscription. After any initial fixed term, the notice period is no more than one month, unless the Product Details specify a shorter period or mandatory law requires one. Notice may be given during the initial fixed term. The App User receives confirmation stating the date on which the Subscription ends.

5.7 If a Subscription has an initial fixed term, ordinary termination during that term generally takes effect at the end of that term. If the initial fixed term exceeds one year, the App User may terminate after one year with a notice period of no more than one month, unless a legally permitted exception applies or the Product Details are more favourable. No new Product Periods are charged after the Subscription ends.

5.8 Unless the Product Details or mandatory law provide otherwise, ordinary termination does not entitle the App User to a refund of amounts already due or paid for a Product Period that began before the termination date. The App User remains entitled to use the Mobility Product during that Product Period in accordance with the Product Details. This Article does not affect statutory rights of withdrawal, rescission or termination or any related right to a full or partial refund.

Article 6. Suspension and termination

6.1 In addition to any other rights available under the Contract or law, umob may suspend or terminate the Account Agreement or another Contract where this is proportionate and reasonably necessary because:

(a) the App User materially fails to perform an obligation and, where the failure can be remedied, does not remedy it within a reasonable period after notice;

(b) the App User has overdue payment obligations after expiry of any legally required reminder and cure period;

(c) bankruptcy, a statutory debt restructuring procedure or a comparable circumstance materially affects performance and termination is permitted by law;

(d) the App User commits or is reasonably suspected of fraud, misuse, unlawful conduct or circumvention of technical limits;

(e) the App User provided materially incorrect or incomplete information and umob cannot reasonably be expected to continue the Contract;

(f) there is a material safety, security, fraud or claims risk that makes continued access unreasonable; or

(g) the App User has not used a Service for at least one year, provided that umob gives reasonable prior notice before closing the Account.

6.2 The App User must promptly inform umob of circumstances that materially affect eligibility to use a Service or the App User's ability to perform obligations under the Contract, insofar as it is reasonable to require such notification.

6.3 On termination by umob, access to affected Services may be blocked and future reservations may be cancelled. Charges for Services already provided remain payable. If umob terminates a prepaid Mobility Product before the end of the paid Product Period without a breach attributable to the App User and no equivalent use remains available, Article 8.15.3 applies.

Article 7. Right of withdrawal, cancellation and refunds

7.1 Whether the App User has a statutory right of withdrawal depends on the nature and composition of the relevant agreement. Before purchase, the Seller clearly informs the App User of the existence, duration and exercise of that right or, where no right of withdrawal applies, of the applicable statutory exception.

7.2 Where a statutory right of withdrawal applies to a Service and the App User wants performance to begin during the withdrawal period, the Seller begins performance only after the App User has expressly requested this where the law so requires. If the App User subsequently withdraws in time, the App User may owe a proportionate amount for the part already supplied, insofar as permitted by law. Loss of the right of withdrawal due to full performance occurs only where all statutory information, request and consent requirements have been met.

7.3 Where the agreement is excluded from the statutory right of withdrawal, for example because it qualifies as a passenger transport agreement or another service for which a statutory exception applies for a specific date or period, the App User cannot rely on the statutory cooling-off period. The specific legal ground is stated before purchase; this clause is not itself a waiver of any right.

7.4 A Day Pass starts immediately upon the Purchase Confirmation unless the Product Details expressly state a different start time. Insofar as no statutory right of withdrawal applies or immediate performance has been validly requested, the Day Pass cannot be voluntarily cancelled, paused, exchanged, transferred or refunded after purchase solely because the App User:

(a) does not use the Day Pass or uses it less than expected;

(b) changes travel plans;

(c) accidentally selects the wrong Product Area, city, provider or product variant;

(d) no longer meets an eligibility requirement of a Service Provider; or

(e) cannot find a desired vehicle or ride nearby at a particular time.

7.5 Article 7.4 does not apply where the incorrect selection was caused by inaccurate or misleading product information or a technical fault attributable to the Seller. It also does not affect mandatory rights in the event of non-conformity, non-supply, an undue payment or another failure to perform.

7.6 Ordinary cancellation of a Subscription stops future renewals. It does not retroactively terminate the current paid Product Period and does not automatically entitle the App User to a pro-rata refund for unused Included Use, unless the Product Details or mandatory law provide otherwise.

7.7 In the event of a duplicate charge, a demonstrable error in recording Included Use, a technically failed ride start or material non-supply, the Seller investigates the report. Depending on the circumstances and the App User's statutory rights, the remedy may consist of restoration of the usage entitlement, an extension, substitute performance, credit, a price reduction or a partial or full refund. Contractual credit replaces a statutory right to a cash refund only with the App User's agreement.

7.8 Where a statutory right of withdrawal exists for a Contract concluded through an online interface, the App User may exercise it through the legally required online withdrawal function, the provided model withdrawal form or any other unequivocal statement to the Seller. The online withdrawal function is available throughout the applicable withdrawal period. The App User receives confirmation of an online withdrawal without undue delay on a durable medium, including the content, date and time of submission.

7.9 Any refund due is made within the statutory period and, in principle, using the same means of payment, without cost to the App User, unless the App User expressly agrees to another method.

Article 8. Day Passes, Subscriptions and other Mobility Products

8.1 Types of Mobility Products

8.1.1 umob may offer different Mobility Products, including Day Passes, weekend passes, weekly products, monthly Subscriptions, products for another fixed period, ride bundles, credits and discount products.

8.1.2 A Mobility Product may apply to one Service Provider, several specifically named Service Providers or a combination of Service Providers and modes. The content differs by product and is determined by the Product Details, subject to these General Terms and mandatory law.

8.1.3 Where a Mobility Product applies across multiple Service Providers, the Product Details state whether Included Use is deducted from one shared bundle or whether separate limits apply per Service Provider or mode.

8.2 Purchase and activation

8.2.1 The agreement for the Mobility Product is formed when the Seller accepts the order and the App User receives the Purchase Confirmation, unless the Product Details state a different formation time.

8.2.2 Subject to Article 7, a Day Pass is activated immediately at the time of the Purchase Confirmation, unless a different start time was clearly agreed before payment. The Product Period then begins to run immediately, even if the App User has not yet started a ride.

8.2.3 A Subscription starts at the time stated in the Product Details. The Product Details state whether the first Product Period starts immediately or on a future date.

8.2.4 The Purchase Confirmation and the product display in the Account state at least the start and end times, Product Area and remaining Included Use insofar as it is expressed as a number or measurable unit.

8.3 Product Area and correct city

8.3.1 A Mobility Product is valid only within the Product Area selected before payment and stated in the Purchase Confirmation. For example, a product purchased for Eindhoven is not valid in another city unless the Product Details expressly state otherwise.

8.3.2 The App User is responsible for checking the Product Area before payment. The umob App displays the selected city or area prominently in the order summary and allows the selection to be changed before payment.

8.3.3 Use outside the Product Area is not covered by the Mobility Product and may be charged at the standard rates of the relevant Service Provider or may not be possible at all. Any parking, end-zone or cross-boundary rules of the Service Provider remain applicable.

8.4 Validity, expiry and unused use

8.4.1 The exact end of the Product Period is displayed in the umob App. Time records in the systems of umob and the Seller are the starting point, but the App User may dispute a demonstrable error.

8.4.2 The Mobility Product cannot be paused or extended due to non-use, weather conditions, an empty battery on the App User's device, insufficient mobile data connection or a temporary change in travel plans, unless the Product Details expressly provide otherwise. This does not affect remedies for material non-supply attributable to the Seller.

8.4.3 Unused Included Use expires at the end of the Product Period and is not paid out, transferred or carried over to a later period, unless the Product Details state otherwise or mandatory law requires a different remedy.

8.4.4 A Day Pass does not renew automatically. If a product recurs or is charged again automatically, it is offered as a Subscription and the provisions on renewal and cancellation apply.

8.5 Included Use and records

8.5.1 The Product Details determine what constitutes Included Use. It may be expressed as a number of rides, unlocks, boardings, minutes, kilometres, a monetary credit, a discount or a combination thereof.

8.5.2 A unit of use is generally deducted when an Eligible Ride has been successfully started, unlocked, checked in or activated according to the systems of the relevant Service Provider. The Product Details may specify a different counting moment for public transport, reservations or other Services.

8.5.3 An attempt that does not result in a usable start due to a confirmed technical fault is not permanently deducted from Included Use. The App User reports the fault as soon as reasonably possible and provides available details, such as the time, location, provider and vehicle or transaction number.

8.5.4 The umob App displays the remaining usage entitlements and the remaining Product Period. This information may be briefly delayed due to processing by a Service Provider. In the event of a discrepancy, umob and/or the Seller investigates the underlying transaction records.

8.5.5 Only a ride started within the Product Period may qualify for Included Use, unless the Product Details state a stricter or broader rule. Use after expiry of the Product Period or above a time or distance limit may be charged at the standard rate applicable at that time.

8.6 Use after the bundle has been exhausted

8.6.1 Once the Included Use has been consumed, the App User may continue travelling only if the relevant Service is available as a separately paid Service and the applicable rate is disclosed before the start.

8.6.2 umob will not present a ride as included where it is known in advance that the bundle is exhausted. Where real-time processing is not reasonably possible, a subsequent correction may be made, provided the basis and calculation are transparent and the correction is consistent with the information shown before the ride.

8.7 Excluded and additional charges

8.7.1 Only charges expressly stated as included in the Product Details are covered by the Mobility Product. Depending on the Service Provider, the following may fall outside the Mobility Product:

(a) use above an included number of rides, minutes, kilometres or credit;

(b) reservation, pause, waiting time, unlocking or premium vehicle charges;

(c) rides outside the Product Area, outside a permitted zone or through a non-participating Service Provider;

(d) surcharges, tolls, parking charges and additional public transport products;

(e) fines, additional assessments, damage, loss, cleaning, recovery, administration charges and any excess; and

(f) charges resulting from a breach of a Service Provider's terms.

8.7.2 Insofar as additional charges can be calculated before the ride, they are shown before the start. Charges dependent on actual use or a breach are calculated afterwards in accordance with the applicable rates, terms and mandatory law.

8.8 Service Provider terms and eligibility

8.8.1 The terms, safety rules and eligibility requirements of the relevant Service Provider continue to apply to each ride. The App User must meet all applicable age, driving licence, identity and payment requirements.

8.8.2 The purchase of a Mobility Product does not guarantee that the App User is or remains eligible for every participating mode. Where the App User could not reasonably have known before purchase that the App User was ineligible for a material part of the product due to inaccurate information from the Seller, statutory remedies remain available.

8.9 Availability and changes during a paid period

8.9.1 A Mobility Product is not a reservation for a specific vehicle or guaranteed departure time. Ordinary temporary scarcity, maintenance, traffic, weather or limited availability at one location does not automatically give rise to a refund.

8.9.2 The Seller remains responsible for materially providing the Mobility Product as offered. If an important part of the participating Service Providers, modes or Product Area is structurally unavailable for a substantial part of the paid Product Period, the Seller assesses an appropriate remedy under Article 7.7 and applicable law.

8.9.3 The Seller will not reduce the core scope of an already paid Product Period to the App User's detriment, except where necessary due to law, safety, an order of a competent authority, the unexpected withdrawal of a Service Provider or another circumstance beyond reasonable control. In that event, the Seller provides, where reasonable and legally required, an equivalent alternative or an appropriate price reduction, extension or refund.

8.10 Personal use and misuse

8.10.1 A Mobility Product is personal, linked to the Account and non-transferable, non-shareable, not for resale and not redeemable for cash, unless the Product Details expressly state otherwise.

8.10.2 It is prohibited to start rides for another person, circumvent technical limits, use multiple Accounts to evade product limits or otherwise commit misuse or fraud, except where the Product Details or the relevant Service Provider expressly permit use for another passenger or co-rider.

8.10.3 Where there is a reasonable suspicion of fraud, misuse or a safety risk, umob may temporarily block the Mobility Product or Account while an investigation is conducted. The measure is proportionate, lasts no longer than necessary and, insofar as legally permitted, is accompanied by reasons. If the block was unjustified, the affected usage entitlement is appropriately restored.

8.11 Specific rules for Day Passes

8.11.1 A Day Pass ends automatically at the displayed end time. No new charge or automatic renewal follows.

8.11.2 The remaining validity and, where applicable, the remaining number of rides or other units are visible in the umob App. The App User remains responsible for ending a ride on time and for charges outside the Included Use.

8.11.3 Selecting the wrong city, Product Area, Service Provider or product variant does not entitle the App User to a voluntary refund after purchase. This does not apply in the event of an error by the Seller or where mandatory law provides otherwise.

8.12 Specific rules for Subscriptions

8.12.1 Before purchase, the Product Details state:

(a) the initial term and start of the first Product Period;

(b) whether the Subscription ends automatically or renews;

(c) the duration and price of each renewal period;

(d) the charging date or frequency;

(e) the cancellation method and when cancellation takes effect; and

(f) any effect of cancellation on unused Included Use.

8.12.2 An automatically renewing Subscription continues until it is cancelled under Article 5 or otherwise ends. The App User may submit cancellation for the end of the current Product Period at any time.

8.12.3 umob does not impose unnecessary obstacles to cancellation. The cancellation function is easy to find, requests only necessary information and does not use preselected options that delay cancellation or turn it into another offer.

8.12.4 Following cancellation, the Subscription generally remains usable until the end of the current paid Product Period. Unused Included Use expires thereafter, unless the Product Details or mandatory law provide otherwise.

8.13 Payment problems for Subscriptions

8.13.1 If a recurring payment fails, the Seller may retry the payment and temporarily suspend the Subscription after reasonable notice. The App User is given a reasonable opportunity to restore the payment method.

8.13.2 During suspension, new rides may fall outside the Subscription or may be unavailable. Ride charges and other obligations already incurred remain payable.

8.13.3 The Seller charges only interest and collection costs permitted by law and applies any legally required payment reminder period.

8.14 Price and product changes for future periods

8.14.1 The Seller may change the price or content of a recurring Subscription for future Product Periods where the Contract provides a valid basis for the change. An adverse or material change is communicated clearly at least thirty days before the first affected renewal, unless a shorter period is necessary due to a mandatory change in law or government measure.

8.14.2 The notice states the new price or content, the effective date and the option to cancel before that date. The change does not apply to an already paid Product Period.

8.14.3 If the change materially reduces the core performance and no equivalent alternative is offered, the App User may terminate the Subscription without charge before the effective date. Mandatory rights remain unaffected.

8.15 Account closure, blocking or deletion

8.15.1 Before the App User deletes the Account, umob displays any active Mobility Products and open rides or payment obligations.

8.15.2 Deletion or termination of the Account stops future renewals of Subscriptions sold by umob. It does not automatically create a refund for the current Product Period. For a Subscription sold by a Service Provider, umob states how the App User can stop renewal with that Seller.

8.15.3 If umob terminates a Mobility Product before the end of the paid Product Period without a breach attributable to the App User and no equivalent use remains available, the App User receives an appropriate refund or another legally permitted remedy for the unprovided part.

8.16 Reports and customer service

8.16.1 The App User reports an issue concerning purchase, activation, balance, validity, renewal, cancellation or payment to the Seller through the contact channel stated in the Product Details. For a Mobility Product sold by umob, this may be done through support@umob.app.

8.16.2 A report includes, where available, the Account, product, purchase or transaction number, date, time, Product Area, Service Provider and a brief description of the issue. Missing information does not restrict statutory rights but may delay the investigation.

8.16.3 For an operational issue involving a vehicle, driver, journey or safety, the App User may also need to contact the relevant Service Provider directly. Where a product covers multiple Service Providers and umob is the Seller, umob coordinates the handling of a complaint about the shared bundle.

8.17 Mandatory law

8.17.1 Nothing in this Article limits any rights the App User has under mandatory consumer law. Where these General Terms would provide a shorter, less favourable or unclear rule, the mandatory rule applies.

Article 9. The umob App

9.1 umob manages the umob App. By using the umob App, the App User agrees that these General Terms apply as described in Article 2.

9.2 Certain functions of the umob App require location data and device permissions. umob requests the relevant permission where required. The legal bases, purposes and conditions for processing location and other personal data are described in the Privacy Statement. Refusing or withdrawing a necessary device permission may prevent the relevant function from working.

9.3 Information in the umob App is provided for general information and operational use and does not constitute personal advice unless expressly stated otherwise. umob takes reasonable care to keep its own Information accurate and up to date, but temporary errors, delays or omissions may occur. Information supplied by a Service Provider remains subject to that Service Provider's responsibility, without prejudice to umob's own obligations as Seller or platform operator.

9.4 Subject to Article 16 and mandatory law, umob is not liable for loss caused solely by temporary unavailability, malware, viruses, communication failures or inaccurate third-party Information that is beyond umob's reasonable control. This does not affect obligations concerning a paid Mobility Product or loss caused by a failure attributable to umob.

9.5 The App User accepts that the umob App contains the functions and characteristics available at the time of Use. Except for express commitments and mandatory statutory guarantees, no additional guarantee is given that every function will be uninterrupted or error-free. Liability for electronic communications and use of the umob App is governed by Article 16.

9.6 The App User must provide complete, current and correct data when creating and using the Account. An Account may not be created in another person's name. Login details and passwords are personal and must be kept confidential and secure. The App User must promptly notify umob and take reasonable protective measures, such as changing the password, if unauthorised access is known or suspected. The App User is responsible for unauthorised use only to the extent that it is attributable to the App User's breach of these obligations or other culpable conduct.

9.7 The App User indemnifies umob against third-party claims, including reasonable external costs, only insofar as those claims directly result from unlawful or culpable Use by the App User and are not caused by an act or omission attributable to umob. This clause does not limit mandatory consumer rights.

9.8 The umob App may contain links to external websites. umob is not responsible for the availability or content of an external website that it does not control, except where liability follows from mandatory law. The Privacy Statement does not apply to processing carried out independently on or through an external website.

9.9 All rights in the umob App and the Information, including intellectual property rights such as database rights, copyrights, neighbouring rights, trademark and trade name rights, designs, look and feel, account templates, video, audio, images, drawings, methods, techniques, programs, software, know-how, forms and domain names, belong exclusively to umob or its licensors. The Contract does not transfer intellectual property rights to the App User. For the duration of the Account Agreement, the App User receives a personal, limited and non-transferable right to use the umob App in accordance with these General Terms. The App User may read the Information and make copies for personal Use, for example by printing or storing it. Commercial use or any use beyond personal Use is prohibited unless umob has given prior written consent or mandatory law permits it.

9.10 Without umob's prior written consent, the App User may not reproduce or disclose information, data or materials obtained under the Contract except for personal Use or where mandatory law permits this. The App User may not remove or alter notices concerning intellectual property, confidentiality or ownership. The App User may not circumvent or attempt to circumvent security, deactivate security measures, interfere with the umob App or restrict its use by others.

9.11 umob may modify, restrict, suspend or discontinue functions of the umob App, or block or terminate access, where this is reasonably necessary for maintenance, security, legal compliance, prevention of misuse, changes in the Services or another objectively justified reason. umob acts proportionately, gives reasonable notice where possible and applies Articles 6, 8.9, 8.14 and 8.15 to affected Contracts and paid Mobility Products.

9.12 umob may make procedural and technical changes or improvements and perform maintenance. If the umob App is to be materially restricted or discontinued for an extended period, umob provides reasonable prior notice where possible. Rights to continued performance, an alternative, price reduction, termination or refund for affected paid Services are governed by the applicable Contract and mandatory law.

9.13 umob may make upgrades available for the umob App. An upgrade forms part of the umob App for the purposes of these General Terms.

Article 10. Access to Services through the umob App

10.1 Use of the umob App requires a compatible smartphone, tablet or other mobile device that meets the technical requirements stated for the umob App. The App User bears the ordinary costs of the device and connectivity. Allocation of other risks is governed by these General Terms and mandatory law.

10.2 Certain core functions require an active internet connection. The App User is responsible for arranging mobile data communication and for charges imposed by the telecommunications provider. The App User must also keep the device sufficiently charged. umob is not responsible for an inability to start or stop a Service caused solely by the App User's empty battery or lack of connectivity, except where mandatory law provides otherwise.

10.3 umob provides access to Services through the umob App in accordance with the applicable role described in Article 2 and the Product Details.

10.4 During registration, the App User receives or chooses login credentials with which the umob App can be accessed and the App User can identify the Account to a Service Provider. Unless the Product Details state otherwise, the individual ride or rental agreement with the relevant Service Provider is formed when the App User starts the Service using the Account and the vehicle or means of transport confirms the Transaction by unlocking or otherwise activating.

10.5 The App User must keep the password strictly confidential and may not make it available to third parties. The App User must change the password immediately if there is reason to believe that a third party has obtained it and must notify umob where unauthorised access is suspected.

Article 11. Driving entitlement and verification of Driving License

11.1 Use of a Service that requires a Driving License is restricted to natural persons who:

(a) have reached the age of eighteen and have held a valid Driving License for a passenger vehicle for at least one year; certain vehicle models may be subject to a higher minimum age or a longer holding period, as stated in the umob App;

(b) carry a valid Driving License during Use, where required, and comply with all conditions and restrictions stated on it; and

(c) have an active umob Account and meet the requirements of the relevant Service Provider.

11.2 App Users must validate their identity and Driving License through the online or offline validation process in accordance with the instructions in the umob App.

11.3 The entitlement to use Services requiring a Driving License lapses immediately for the duration of any revocation, suspension, loss or driving prohibition. As soon as the qualification to drive no longer applies, the App User must not use the relevant Services. The App User bears the consequences of culpable non-compliance, subject to mandatory law.

11.4 umob and the relevant Service Provider may at any time reasonably request proof that the Driving License remains valid and that the App User continues to meet the applicable requirements.

Article 12. Prices and payment

12.1 Prices and other charge information shown before confirmation form part of the offer, subject to availability and obvious errors. Once a Contract is formed, the agreed price applies unless the Contract or mandatory law permits a change.

12.2 The App User agrees to pay the price under the selected rate that applies when Use of a Service starts or, if earlier, when a paid reservation is made. After that time, the rate cannot be changed for that Service. Rates and fees are stated in the umob App or in the applicable price and cost summary of the relevant Service Provider and include applicable VAT unless clearly stated otherwise.

12.3 Before a Service starts, umob or the Seller may place a reasonable pre-authorisation or security deposit on the payment method selected by the App User. The amount and conditions are disclosed and agreed during the booking process. Any unused reservation is released without undue delay, although the App User's payment provider may require additional processing time.

12.4 If a Service cannot be supplied and no chargeable reservation or other performance has taken place, the App User is not charged for that Service.

12.5 Every offer contains sufficient information about the Service for the App User to understand the rights, obligations, price and material conditions connected with accepting the offer.

12.6 The App User selects an available payment method no later than before the first paid Service. The payment methods shown in the umob App may include Apple Pay, iDEAL, SEPA Direct Debit (SDD) and credit card. Availability may change. A payment method that uses SEPA Direct Debit requires a valid direct debit mandate. The App User may change the payment method during the Contract, subject to outstanding Transactions and technical availability.

12.7 To prevent fraud and protect payments, umob may carry out proportionate security checks. These may include checking whether payment details are valid, whether a card has been reported lost, stolen or expired and whether sufficient authorisation is available. If there are objectively justified grounds to suspect misuse, umob may suspend payment or performance in accordance with Articles 6 and 8.10.

12.8 Payments by a private App User are made using the payment method selected in the umob App. The App User must ensure that sufficient funds or credit are available. If a payment is reversed or fails for a reason attributable to the App User, umob or the Seller may charge only reasonable, demonstrable costs and other amounts permitted by law; no contractual penalty applies unless it is expressly agreed and legally valid.

12.9 If the App User does not pay on time, umob or the Seller first sends the legally required payment reminder and gives the App User at least the statutory period to pay, including a period of fourteen days where Dutch law requires it. Only after that period may statutory interest and legally permitted extrajudicial collection costs be charged.

12.10 The administration and transaction records of umob, the Seller and the relevant Service Provider provide evidence of purchase and Use, subject to evidence to the contrary from the App User and demonstrable system errors.

12.11 The price of a Mobility Product is shown before payment as a total price including applicable taxes. For a recurring Subscription, the price per Product Period and charging frequency are also shown.

12.12 Only the Included Use stated in the Product Details is covered by the prepaid product price. Additional Use and other excluded charges may be charged separately under Article 8.7.

12.13 For each recurring charge, the App User is given access to a payment receipt or invoice specification. The App User may dispute a charge through the complaints procedure.

12.14 A failed payment does not entitle the Seller to carry out unlimited new attempts or charges without notice. Repeated payment attempts, any suspension and legally permitted charges take place under Article 8.13 and applicable law.

12.15 Discounts, promotions and credits have no cash value, are non-transferable and are not paid out, unless the Product Details or mandatory law provide otherwise.

12.16 A refund for a Mobility Product is processed by the Seller. Where umob acts solely as an intermediary, umob assists the App User in identifying and contacting the responsible Seller.

Article 13. Accidents, damage, defects, repairs, traffic violations and suspected fraud

13.1 The App User must immediately report damage or defects identified at the start of or during Use of a Service to Customer Service, together with a clear photograph where reasonably possible, and must follow reasonable safety instructions. Damage or loss arising from an accident must also be reported. If damage or a defect makes the vehicle unusable or unsafe, the App User must also contact the relevant Service Provider and stop using the vehicle where continued Use could worsen the damage or reduce road safety.

13.2 In the event of theft, the App User must immediately contact the relevant Service Provider and notify Customer Service.

13.3 For every accident, theft, fire or damage to a third party involving a vehicle operated by the App User, the App User must complete any required claim form truthfully and without undue delay and report the matter to the police where required by law or reasonably requested. If the police refuse to record an accident, the App User must immediately inform Customer Service, discuss the next steps and follow reasonable instructions. This applies regardless of who caused the incident or whether the damage appears minor.

13.4 The App User may not accept liability or make a binding statement on behalf of umob, a Service Provider or an insurer. Any statement made by the App User binds only the App User to the extent legally valid and does not bind umob, the Service Provider or their insurers.

13.5 Where reasonably necessary for safety, security, fraud prevention or protection of property, umob or the relevant Service Provider may prohibit or stop the use of a Service, including by remotely deactivating a parked vehicle. Vehicles must always be parked safely and in accordance with traffic and parking rules.

13.6 umob may charge reasonable handling costs for accidents, claims, defects, violations and similar matters only where the costs are disclosed, attributable to the App User and legally chargeable. Where the nature of a charge permits prior disclosure, the applicable basis or rate is shown in the umob App, Product Details or applicable Service Provider terms before it can become applicable.

Article 14. Complaints procedure

14.1 umob handles complaints relating to the umob App and obligations for which umob is responsible. Complaints concerning the operation of a Service by a Service Provider may need to be submitted directly to that Service Provider, without prejudice to umob's own obligations as Seller or intermediary.

14.2 umob maintains a reasonably accessible complaints procedure and handles complaints in accordance with that procedure and applicable law.

14.3 Complaints about performance of a Contract should be submitted within a reasonable period after the App User discovers the issue and should be described as fully and clearly as reasonably possible.

14.4 umob aims to answer a complaint within fourteen days after receipt. If a complaint foreseeably requires longer, umob confirms receipt within seven days and indicates when a more detailed answer can be expected.

14.5 The App User is requested to allow umob up to four weeks to seek a solution in consultation where the circumstances reasonably require this. This does not restrict the App User's right to approach a competent court, regulator or dispute body in time or to exercise another mandatory remedy.

14.6 Complaints about the purchase, activation, Product Period, Product Area, bundle records, automatic renewal, cancellation or payment of a Mobility Product are handled by the Seller identified in the Product Details.

14.7 Complaints about the actual operation or safety of an individual ride, vehicle, driver or transport Service may be handled by the relevant Service Provider. If the complaint also concerns a bundle sold by umob, umob remains responsible for its own part of the agreement and reasonably cooperates in a combined solution.

14.8 The App User reports a problem within a reasonable period after discovering it. Expiry of an internal reporting period does not affect statutory complaint, guarantee or limitation periods.

14.9 A refusal of a request for a remedy or refund states the main factual and contractual reason and, where applicable, the available next steps.

Article 15. Privacy and cookies

15.1 To make Use of the umob App and the Services possible, umob processes personal data relating to App Users.

15.2 Insofar as data processed by umob in connection with a Contract constitutes personal data, umob processes it in accordance with applicable privacy legislation, including the General Data Protection Regulation.

15.3 The umob Privacy Statement available at https://umob.app/legal/privacy-policy applies.

15.4 umob may place cookies or similar technologies that are strictly necessary for the operation and security of the umob App or website without consent where permitted by law. Analytical, advertising or other non-essential cookies are used only on a valid legal basis and, where consent is required, only after the App User has made a free, specific, informed and unambiguous choice. Consent can be withdrawn as easily as it was given. Further information is provided in the Privacy Statement and cookie settings.

15.5 If the App User follows a link to a social media platform such as Facebook or Instagram, technical data may be sent to that platform as a normal consequence of opening the link, including the IP address, browser information and the referring URL. The platform's own privacy terms then apply. Further information is provided in the Privacy Statement; this clause does not constitute consent where consent is legally required.

Article 16. Liability

16.1 The App User is responsible for careful and lawful Use. The App User must use Services in accordance with generally accepted safety principles, traffic and parking rules and the applicable Service Provider terms, and must treat rented items with due care.

16.2 The App User is liable for damage, loss, any applicable excess, fines and other costs caused by the App User or by another person whose use of the Account is attributable to the App User, to the extent provided by the relevant Contract and applicable law. This applies to both business and private trips.

16.3 Where umob is not the Seller, carrier, lessor or operating Service Provider, umob is not responsible for the performance of the individual transport or rental Service by that Service Provider. umob remains responsible for its own obligations, including obligations it assumes as Seller, intermediary or operator of the umob App. No general guarantee of availability is given beyond the Product Details, Article 8.9 and mandatory law.

16.4 umob is not liable for conduct of a Service Provider or for inaccurate or incomplete information supplied solely by a Service Provider, except to the extent that umob failed to exercise legally required care, presented information in a misleading manner or assumed responsibility for it. This does not affect rights against the relevant Service Provider.

16.5 umob uses reasonable efforts to ensure that the umob App functions properly and may rely on third-party technology. Temporary errors or interruptions may occur. umob's liability for such errors or interruptions is determined by this Article, the applicable Contract and mandatory law.

16.6 umob is liable for direct loss resulting from a failure attributable to umob, to the extent that the loss is attributable to umob under applicable law and subject to limitations permitted by law. Unless mandatory law or an express commitment provides otherwise, umob is not obliged to restore or retrieve data lost for reasons not attributable to umob.

16.7 To the extent permitted by law, umob is not liable for indirect or consequential loss that was not reasonably foreseeable when the Contract was concluded, including loss of profit, business interruption or loss of business opportunity. This limitation does not apply where such loss results from intent or deliberate recklessness by umob's management or where liability cannot legally be excluded.

16.8 Nothing in these General Terms excludes or limits liability for death or personal injury caused by an act or omission attributable to umob, intent or deliberate recklessness by umob or its senior management, product liability, infringement of mandatory privacy or consumer law, or any other liability that cannot legally be excluded or limited.

16.9 The App User must report loss or damage to umob as soon as reasonably possible after becoming aware of it and must take reasonable measures to limit further loss. A late report affects a claim only to the extent that umob is materially prejudiced by the delay. Statutory limitation periods are not shortened by these General Terms.

16.10 If umob terminates or blocks an Account under Article 6 because of a culpable breach by the App User, the App User remains liable for reasonable and demonstrable loss and costs directly caused by that breach, subject to mitigation, statutory collection rules and mandatory law. No double recovery is permitted.

Article 17. Governing law and disputes

17.1 The agreement with umob is governed by Dutch law. This choice of law does not deprive a consumer habitually resident in another country of the protection of mandatory provisions of the law that would apply in the absence of this choice under applicable private international law rules.

17.2 Disputes may be submitted to the court having jurisdiction under mandatory international and national jurisdiction rules. To the extent a preselected court is legally permitted and the App User is not a consumer or validly agrees after the dispute has arisen, the competent court in the district where umob has its registered office has jurisdiction.

17.3 Before commencing proceedings, the parties may attempt to resolve the dispute through the complaints procedure. This does not restrict the App User's right to approach a competent court, regulator or dispute body in time.