Limitation of Liability

GO Monaco as a Transportation Service Intermediary

GO Monaco is an intermediation platform and not a direct provider of transportation services. Its role is limited to connecting a Client who requires a transfer with a third-party Transportation Operator offering such service. GO Monaco does not operate as a taxi company, chauffeur-driven car rental service (NCC), or car-with-driver service; it neither owns nor manages vehicles for public passenger transport and does not employ drivers to perform rides. In other words, GO Monaco provides technological and commercial tools (website, app, payment system) to facilitate the matching of supply and demand, but does not assume the role of carrier vis-à-vis the Client.

Consequently, the transportation contract is deemed to be concluded directly between the Client and the selected Transportation Operator. GO Monaco acts as an intermediary and agent on behalf of the Provider solely with respect to payment collection and booking organization (as merchant of record for the transaction), but does not perform the transportation service itself. This role delimitation is essential to clarify that all obligations relating to the actual execution of the transfer rest with the Transportation Operator and not with GO Monaco.

Responsibility for the Execution of the Transportation Service

The Transportation Operator affiliated with the GO Monaco platform is solely responsible for the execution of the transportation service toward the Client. This means that all aspects related to the provision of the transfer fall under the Provider’s responsibility, including in particular:

• Punctuality: ensuring that the vehicle and assigned driver arrive at the pickup location at the time agreed with the Client. Any delays in arrival or service execution are attributable exclusively to the Transportation Operator.
• Vehicle quality and compliance: ensuring that the vehicle used for the transfer corresponds to what was booked (in terms of category, comfort level, and seating capacity) and is in perfect condition with respect to maintenance, cleanliness, and safety. Any issue related to the vehicle (breakdowns, unsuitable conditions, or a different category than booked) is the responsibility of the Provider.
• Driver conduct: selecting and employing professional drivers who meet all legal requirements (licenses, professional registrations, etc.) and possess adequate experience. The driver’s behavior during the service must be professional and respectful; for example, the driver must drive safely, comply with traffic laws, and treat the Client courteously. Any inappropriate, discourteous, or unprofessional conduct by the driver is the responsibility of the Transportation Operator.
• Execution and safety of the journey: properly fulfilling what was agreed upon in the booking (route, any intermediate stops, final destination) and ensuring passenger safety throughout the journey. The Operator must also comply with all regulations applicable to passenger transport, including road safety rules and administrative provisions (such as any limits on driving hours).

In summary, every operational aspect of the transfer falls within the contractual obligations of the Transportation Operator toward the Client.

GO Monaco does not intervene in the actual provision of the service and cannot influence the quality or punctuality of performance in real time. Therefore, any breaches, service disruptions, or deviations in the execution of the journey shall be attributed to the Transportation Operator, who shall be directly liable to the Client in accordance with applicable laws and agreements.

Exclusion of GO Monaco’s Liability

Given its role as a mere intermediary as described above, GO Monaco shall not be held liable for delays, non-performance, or other issues occurring during or in connection with the transportation service provided by the Transportation Operator. In particular, GO Monaco assumes no liability for:

• Delays or failure to perform the service: any delay in pickup or arrival times, as well as any failure of the driver to show up (no-show) or sudden cancellation by the Provider.
• Accidents, damages, or injuries: any road accidents occurring during the transfer, or physical injuries suffered by the Client, the driver, or third parties, as well as damage to property (such as luggage, the Client’s personal belongings, or third-party property). Liability for accidents, personal injury, or material damage during the journey lies entirely with the Transportation Operator and its insurers, in accordance with applicable traffic and civil liability laws.
• Vehicle quality and comfort: any deficiencies in the vehicle’s condition (such as cleanliness, air conditioning, or available space) or discrepancies compared to what was booked. If the vehicle provided does not meet the promised standards, the Client may seek recourse against the Provider, but GO Monaco neither guarantees nor preemptively controls every aspect of the vehicles used.
• Driver conduct: improper, unprofessional behavior or any act or omission by the driver that may cause inconvenience, offense, or damage to the Client. For example, GO Monaco is not responsible for delays caused by driver errors, discourteous behavior, or any traffic law violations committed by the driver.
• Other transportation-related service disruptions: any other type of inconvenience related to the execution of the transportation service—such as routing errors or omissions, failure to make agreed stops, unforeseen traffic conditions, strikes, or force majeure events—that affect performance. These matters are beyond GO Monaco’s control and fall within the scope of the Transportation Operator’s responsibility.

In all the cases listed above (delays, accidents, service issues, etc.), GO Monaco shall not be liable for any losses, costs, or damages suffered by the Client.

Use of the platform and the intermediation service is at the Client’s own risk with respect to the execution phase of the transportation. GO Monaco guarantees only aspects related to the proper processing of bookings and payments (for which it maintains appropriate standards of security and diligence), but provides no specific guarantees regarding the actual performance of the transportation service, which remains entrusted to third parties.

Complaints and Disputes Regarding the Transportation Service

If the Client encounters issues during the transfer or believes that the service provided by the Transportation Operator was unsatisfactory, any complaints, refund requests, or legal actions must be addressed directly to the responsible Provider. Since the transportation contract exists between the Client and the Operator, the latter is the party obliged to answer for contractual obligations and service quality. For example, if the vehicle does not arrive at the agreed time, or if a breakdown occurs during the journey, or any other service disruption arises, the Client must direct their claims to the transportation company or the driver who performed (or should have performed) the ride.

GO Monaco is not a party to transportation contracts between the Client and the Provider and therefore cannot issue refunds or compensation in its own name for service disruptions related to the execution of the journey, except where expressly provided for by the platform’s commercial policies (for example, in the event of an advance cancellation eligible for a refund under the applicable terms). In general, GO Monaco may—purely as a commercial courtesy—assist the Client by liaising with the Transportation Operator in order to facilitate an amicable resolution of the issue, but such assistance is provided without the assumption of any legal obligation on the part of GO Monaco.

If the Client is unable to resolve a dispute directly with the Provider regarding the transportation service, they may inform GO Monaco of the matter; the platform may collect feedback and, to the extent possible, moderate dialogue between the parties. However, it is reiterated that any claim for compensation or legal action arising from non-performance of the transportation service must be pursued against the competent Transportation Operator. The Client is encouraged to consult the Provider’s contractual terms or service conditions (if available) to understand complaint procedures and any insurance coverage offered.

Third-Party Payments and Absence of Performance Guarantees

As previously noted, GO Monaco collects payments in the name and on behalf of the Transportation Operator (acting as an agent with representation for the financial portion of the transaction). However, this method of third-party payment collection does not imply any performance guarantee by GO Monaco with respect to services provided by Providers. In practice, when the Client pays through the platform, the amount is held and then transferred to the Provider in accordance with the agreements, but GO Monaco does not guarantee that the transportation service will be performed properly nor does it assume additional liability if the Provider fails to perform correctly.

GO Monaco’s role in payment collection is to facilitate the financial transaction between the parties: the platform ensures that payment is made and protects both the Client (who pays online without handling cash) and the Provider (who is assured of payment from the Client). However, GO Monaco provides no express or implied warranties regarding the punctuality, quality, safety, or any other aspect of the services provided by Transportation Operators. Any descriptions of Providers’ services on the platform (such as vehicle photos, service types, or reviews) are provided for informational convenience only and do not constitute an absolute guarantee by GO Monaco. The platform is not responsible for any discrepancies between service presentation and the actual experience delivered by the Provider.

In the event that the service is not performed due to causes attributable to the Transportation Operator (for example, cancellation by the Provider, driver no-show, etc.), GO Monaco may assist the Client within the applicable terms (for instance, by facilitating a refund in accordance with the relevant policy), but does not assume any obligation of result nor liability for any consequential costs incurred by the Client (such as missing a flight due to a delay). Clients are therefore advised to consider that, although payment is made through GO Monaco, ultimate responsibility for performance remains with the third-party Provider.