These Terms of Use govern access to and use of the Gavag.com website and related services. By using the website, creating an account, booking a transfer or acting as a driver/partner, you confirm that you have read and accepted these terms.
1Platform Role
Gavag is an online marketplace/intermediary platform that connects passengers with independent drivers or transportation partners. Unless a separate written agreement states otherwise, Gavag is not itself a carrier, taxi operator or employer of drivers. The actual transportation service is provided by the relevant driver or partner.
2User Account and Eligibility
- Users must provide accurate, complete and up-to-date information.
- Users are responsible for keeping account credentials secure and for actions made through their account.
- The website may not be used with false data, in violation of third-party rights or for unlawful purposes.
3Account Activation, Verification and Contact Channels
After registration, Gavag may require email activation, phone verification by SMS/WhatsApp code or additional identification. Users must provide a reachable email address and phone number, monitor service, payment, order, reminder and security notifications, and promptly update their contact details if they change.
4Bookings, Payments and Fares
Transfer prices may depend on route, vehicle class, fare type, demand, additional services and payment method. Payment may be made online by card or by other methods shown on the website. After successful payment or confirmation, the passenger may receive a booking confirmation.
Gavag may offer Flexible and Saver fares. Flexible fares may allow full or partial refunds depending on cancellation time. Saver fares are usually cheaper but may be non-refundable. The detailed rules are stated in the Passenger Terms and in the booking flow.
5Marketplace Offers and Order Formation
A passenger request may be sent to matching drivers, who may submit price offers based on vehicle, availability, route and additional services. An order is formed when the passenger selects and/or pays for a specific offer. Until then, submitted offers do not guarantee service performance or a final driver obligation unless the platform clearly states otherwise.
6Payment Services and Third Parties
Online payments, card transactions, ITF/Bipos, split payment, SMS/WhatsApp, maps, email and other technical services may be provided by third parties. Their availability, processing times, banking rules, payment fees, chargebacks and technical failures may affect orders, payments or refunds. Gavag does not store full card details where they are processed in the secure environment of a payment provider.
7Passenger and Driver Documents
Passenger bookings, cancellations, no-show cases and refunds are governed by the Passenger Terms, Cancellation and Refund Policy. Driver and partner relationships are governed by the Driver/Partner Services Agreement. Those documents form part of these Terms.
8Flexible Cancellation Policy
The following provisions apply to the cancellation of transfers booked under the "Flexible" fare:
- Free Cancellation: If cancelled more than 12 hours before the scheduled start of the trip, the paid amount will be refunded in full (100%).
- Partial Penalty (20%): If cancelled between 6 and 12 hours before the start, a 20% cancellation fee is charged, and 80% of the amount is refunded to the passenger.
- Partial Penalty (50%): If cancelled between 2 and 6 hours before the start, a 50% cancellation fee is charged, and 50% of the amount is refunded to the passenger.
- Late Cancellation (100%): If cancelled less than 2 hours before the scheduled start, the paid amount is non-refundable (100% penalty), as the driver is already in the process of fulfillment.
Note: These conditions apply exclusively to cancellations initiated by the user. Cancellations made by the system administration or support team are subject to a separate procedure.
9Cancellations, Refunds and Payment Statuses
The ability to cancel or receive a refund depends on the selected fare, payment method, order status, trip start or end time and the technical capabilities of the payment provider. Some paid or completed orders may require support-team action for cancellation, and in some cases refunds may be unavailable or partial under the applicable rules.
10Privacy and Personal Data
Gavag processes personal data to provide services, identify users, process payments, ensure security, communicate, keep accounting records and comply with legal obligations. Data may include name, phone number, email, route data, payment status, driver and vehicle data, technical data and communication history.
Data may be shared with payment providers, drivers, technical vendors, competent authorities or other parties where necessary for service delivery or legal compliance. Users may request access, correction or deletion of their data, subject to legal retention requirements.
11Cookies
The website may use cookies and similar technologies to keep users signed in, remember language and preferences, ensure security, analyze performance and improve the service. You may limit cookies in your browser settings, but some functions may not work properly.
12Limitation of Platform Liability
Gavag uses reasonable efforts to maintain the platform, provide accurate information and support secure payments, but does not guarantee uninterrupted or error-free operation. Gavag is not responsible for incorrect information provided by passengers or drivers, traffic conditions, delays, force majeure events or third-party service failures, except where mandatory law provides otherwise.
13Prohibited Conduct
- false bookings, payment fraud or chargeback abuse,
- abusive, threatening or discriminatory conduct toward drivers, passengers or Gavag staff,
- circumventing website security, unauthorized scraping or automated abuse,
- using the service for unlawful or improper purposes.
14Ratings, Reviews and User Content
Passengers may rate drivers, vehicles and service quality, and driver or passenger activity may be used for service quality control, commission calculation, visibility, safety checks and dispute resolution. Users are responsible for the accuracy and legality of comments, photos, documents and other content they upload or send. Gavag may remove or restrict unlawful, abusive, misleading or rights-infringing content.
15Account Restriction, Suspension and Deletion
Gavag may restrict, suspend or terminate a user account if the user breaches the terms, provides incorrect data or documents, abuses payments, harms other users or the platform's reputation, or where required for security or legal reasons. If a user deletes an account, some data may be retained for legal, accounting, payment, dispute resolution or security purposes.
16Intellectual Property
The website design, text, marks, software, photos and other materials belong to Gavag or are used with permission. They may not be copied, distributed or used commercially without prior written consent.
17Changes
Gavag may update these terms from time to time by publishing the updated version on the website. Continued use of the website after changes means acceptance of the updated terms.
18Governing Law and Disputes
Unless mandatory law provides otherwise, these terms are governed by the laws of the Republic of Armenia. The parties will first try to resolve disputes through negotiations. If no agreement is reached, disputes will be resolved by the competent court under applicable procedure.
19Contact
For questions about these terms, personal data, payments or services, please contact Gavag through the contact channels shown on the website.