Version: 1.1
Date: 16 March 2026
Effective from: 17 March 2026
1. Definitions
In these terms and conditions, the following definitions apply:
- Service provider: Mobiliteitscentrale Zeeland B.V., located at Patentweg 10, 4538BR Terneuzen, registered under Chamber of Commerce number: 20138176, responsible for offering the transport services under the name ReizenDoorZeeland.
- Passenger: Any natural person who makes use of the services of the service provider.
- App: The ReizenDoorZeeland mobile application, available in the Apple App Store and Google Play Store.
- Call center: The telephone reservation line through which trips can be booked, changed or cancelled.
- Trip: A single journey from point of departure to destination, carried out with a vehicle of or on behalf of the service provider.
- Flex: A passenger car or (mini)bus with a driver.
- Hubs: Designated pick-up and transfer points in Zeeland.
2. Applicability
2.1 These general terms and conditions apply to all services offered by the service provider, regardless of whether the booking is made via the app or by telephone.
2.2 By booking a trip, the passenger agrees to these terms and conditions.
2.3 The service provider may amend these terms and conditions. Amended terms and conditions will be announced in a timely manner via the website and the app.
2.4 In the event of fraud, misuse or violation of these terms and conditions, the service provider may deny access to the service without prior warning and/or take legal action.
3. Booking trips
3.1 Trips can be booked via:
- The official ReizenDoorZeeland app, downloaded from the Apple App Store and Google Play Store.
- Via the telephone number 088 235 8070 of Mobiliteitscentrale Zeeland B.V..
3.2 When booking, the passenger must provide correct personal data and travel details.
3.3 Booking a trip is subject to availability and may be subject to restrictions or conditions.
4. Changes and cancellations
4.1 Changes and cancellations can be communicated via the app or by telephone.
4.2 A trip can be cancelled free of charge up to 30 minutes before the scheduled departure time. If a passenger cancels within 30 minutes before departure, the full fare for the trip will be charged.
4.3 The service provider reserves the right to cancel a trip in the event of force majeure, safety considerations or unforeseen circumstances. Force majeure includes, but is not limited to: extreme weather conditions, traffic incidents, strikes, technical failures or other circumstances beyond the control of the service provider
4.4 In case of repeatedly not showing up (no-show) or cancelling too late (less than 30 minutes in advance), the service provider reserves the right to charge costs or restrict the right to book trips by means of temporary or permanent suspension of the account. In addition, the service provider may withdraw the option to pay in the vehicle. In that case, the passenger is obliged to pay for all future trips in advance via the app.
5. Fares and payment
5.1 The current fares for the scheduled trip are displayed in the app, on the booking website and can be requested from the operator.
5.2 Payment can be made:
- Via the app (iDEAL)
- Via the website (iDEAL)
- By debit card in the vehicle
5.3 Discounts and subscriptions are only valid if registered in advance and confirmed by the service provider.
5.4 Discounts, discount codes and other special fares are strictly personal and non-transferable, unless agreed in writing with the service provider.
5.5 The validity of discount codes is determined exclusively by the service provider’s system; expired or invalidated codes will not be accepted.
6. Use of the service
6.1 The passenger must report to the departure point on time.
6.2 The passenger is responsible for proper conduct in the vehicle and for following the driver’s instructions.
6.3 It is prohibited to:
- Cause damage to the vehicle.
- Use or carry alcohol, drugs or hazardous substances.
- Cause nuisance to fellow passengers or staff.
6.4 It is not permitted to:
- Copy, forge, forward or otherwise duplicate a travel document (ticket, QR code, pass, discount code).
- Use an expired or previously used travel document.
- Use a ticket or discount to which the passenger is not entitled (for example child tickets or discount tickets without being eligible).
- Travel in the name of or using someone else’s account without the service provider’s permission.
- Transfer free travel or discount codes provided by third parties to third parties, unless explicitly permitted.
- Provide misleading information to customer service or drivers in order to travel free of charge or at a reduced fare.
- Forge or misuse proofs of payment.
- Book a trip without the intention to travel, with the aim of blocking capacity for others.
- Misuse the app, systems or infrastructure of the service provider by means of hacking, reverse engineering, manipulation, unauthorised access or other forms of technical abuse.
6.5 Children aged 11 or younger may only travel accompanied by an adult (18 years or older). Responsibility for supervision lies with the accompanying adult.
6.6 It is not permitted to use child fares or child tickets if the passenger is not eligible. The service provider reserves the right to carry out checks and, in case of misuse, to charge the regular fare and/or take additional measures.
6.7 The service provider and/or the driver reserves the right to refuse a passenger access to the vehicle or remove a passenger from the vehicle if:
- the passenger is under the influence of alcohol, drugs or other intoxicants;
- the passenger displays aggressive, violent or intimidating behaviour; or
- the passenger otherwise poses a risk to the safety or comfort of fellow passengers or staff.
In such cases, the right to a refund of the ticket or the trip price lapses. In addition, the passenger’s account may be temporarily or permanently suspended.
6.8 Call center staff have the right to terminate the call if:
- the caller displays aggressive or intimidating behaviour;
- the caller insults or threatens the employee; or
- the caller otherwise obstructs the employee’s work or poses a risk to the wellbeing of staff.
Such incidents may be recorded in the passenger’s file. If incidents occur repeatedly, the service provider may decide to temporarily or permanently suspend the passenger’s account.
6.9 The service provider and/or the driver is entitled to request that the passenger present a valid proof of identity (such as a passport, identity card or driving licence) to verify identity in connection with the use of a personal travel document or account. If the passenger refuses to cooperate or cannot present a valid proof of identity, access to the trip may be refused. In that case, there is no right to a refund of the ticket or the paid trip price.
7. Liability
7.1 The service provider is not liable for damage, loss or theft of personal belongings during the trip.
7.2 The service provider is only liable for direct damage resulting from intent or gross negligence.
7.3 Any delays due to traffic, weather conditions or technical problems fall under force majeure and do not give entitlement to compensation.
7.4 The service provider reserves the right to investigate misuse, fraud or improper use of the service, to refuse trips or block accounts, and to recover any damage and costs incurred from the responsible passenger.
8. Privacy and data protection
8.1 The service provider processes personal data in accordance with applicable privacy legislation (GDPR).
8.2 The service provider’s privacy policy can be consulted via the ReizenDoorZeeland website on the page: cookies & privacy.
9. Complaints
9.1 Complaints about the service can be reported to customer service within 14 days after the trip.
9.2 The service provider aims to handle complaints within 14 days .
10. Applicable law
10.1 These general terms and conditions are governed by Dutch law.