Service Delivery Policy

Olimo is a licensed private hire car and chauffeur service platform. We do not sell or ship physical products. "Delivery" means the provision of a professional chauffeur and vehicle at the agreed pick-up time and location, and transport to your confirmed destination.

We currently provide services including:

• Point-to-point private car hire within Hong Kong;
• Hong Kong International Airport (HKIA) pick-up and drop-off;
• Cross-border chauffeur trips between Hong Kong and designated locations in Shenzhen and Guangdong, subject to vehicle permits and passenger documentation requirements.

When you complete an online booking, you receive a booking reference and/or confirmation message by email or WhatsApp. Confirmation includes key trip details: date, pick-up time, locations, vehicle type, and fare. Please review these details carefully and contact us immediately if anything is incorrect.

After confirmation, we assign a licensed driver and vehicle through our dispatch network. Driver and vehicle details (name, phone, plate number, and model where available) are shared before pick-up via SMS, WhatsApp, email, or your passenger trip link.

For airport arrivals, we monitor flight information where a flight number is provided and adjust pick-up timing when possible.

You should be ready at the agreed pick-up location at the scheduled time. For airport pick-ups, your chauffeur will meet you at the designated meeting point stated in your confirmation (for example, the arrivals hall meet-and-greet area for your terminal), or at a pick-up location agreed with your driver.

Complimentary waiting time and additional waiting charges (if any) depend on the service type and will be stated in your booking confirmation or fare rules.

The service is fulfilled when your assigned chauffeur arrives at the pick-up location within the agreed window and completes transport to your confirmed destination, or when an alternative arrangement is mutually agreed if circumstances require a change.

Typical airport pick-up windows account for immigration and baggage collection. Cross-border trips may take longer due to border processing; estimated journey times are indicative only.

Passengers on cross-border trips must carry valid travel documents and comply with Hong Kong and Mainland China immigration rules. You are responsible for providing accurate passenger names and document information where requested. Failure to meet border requirements may prevent service completion without refund of irrecoverable costs.

We are not responsible for delays caused by events outside our reasonable control, including severe weather, traffic congestion, accidents, flight cancellations or major delays, government actions, or border closures. We will use reasonable efforts to notify you and arrange alternatives where possible.

If you experience a problem with service delivery — such as difficulty locating your driver, a schedule change, or a concern during your trip — contact us immediately at +852 9793 5257 or bookings@olimo.com.hk. For urgent on-trip assistance, use the phone number provided with your driver assignment.

Olimo Limited 2/F West Wing, 822 Lai Chi Kok Road, Cheung Sha Wan, Kowloon, Hong Kong Email: bookings@olimo.com.hk Phone: +852 9793 5257

We may update this Service Delivery Policy from time to time. The revised version will be posted on this page with an updated date.