The Proserv Code

1. General Provisions

1.1. The Proserv Code (the "Code") describes the internal working standards, values and principles of conduct that Proserv follows when organising and delivering the transportation, chauffeur and escort services offered under the brand "Proserv Executive Transportation" (the "Services").

1.2. The Code is Proserv's own internal standard. It has been developed with reference to internationally recognised etiquette and best practice in executive chauffeur service.

1.3. The purpose of the Code is to give clients, passengers, partners and other stakeholders a general understanding of the principles that guide Proserv in the areas of safety, confidentiality, professionalism, protocol, ethics and environmental responsibility.

1.4. The Code sets out Proserv's working standards and is provided for information purposes only. It is not automatically binding on any party and does not create any contractual obligation, warranty or guarantee.

1.5. The specific rights and obligations of the parties for each service are set out in mutual agreements. These include terms relating to liability, payment, cancellation and service levels, as set out in Proserv's Booking Terms, a written confirmation, a commercial proposal or a contract concluded between the parties.

1.6. In the event of any inconsistency between this Code and a written contract concluded between the parties, the provisions of the contract prevail.

1.7. The Code applies to services organised directly by Proserv. Where relevant, it also serves as guidance for partner carriers, chauffeurs and suppliers providing services under Proserv's coordination.

2. Definitions

2.1. In this Code, the following terms have the meanings set out below:

• Client: the individual or legal entity that orders a Service.
• Passenger: any person carried under the Client's booking.
• Chauffeur: the professional driver who directly performs the Service.
• Partner: a carrier, chauffeur or other supplier that provides all or part of a Service under Proserv's coordination.
• Vehicle: the car, MPV, minibus, midi coach or coach provided for the Service.
• Coordinator: a Proserv employee or representative responsible for planning and overseeing the performance of a booking.

3. Service Philosophy and Reference Practices

3.1. Proserv's service philosophy is built on five core values: safety, confidentiality, punctuality, discreet professionalism and hospitality.

3.2. This Code draws on the traditions of British and European executive chauffeur service, internationally recognised chauffeur etiquette and best practice in high-end hospitality.

3.3. Proserv also takes as a reference the chauffeur etiquette associated with ultra-luxury vehicle manufacturers, including approaches recommended by brands such as Mercedes-Maybach and Rolls-Royce. Wherever possible, Proserv endeavours to align its own service standards with these approaches.

3.4. Any brands and practices mentioned in this Code are referred to for reference purposes only. Proserv is not affiliated with, endorsed by or certified by these companies or by any professional association, and does not act on their behalf.

3.5. The format of each Service may be defined individually for every booking, in line with the Client's needs, the nature of the event, protocol requirements and available resources.

4. Service Etiquette and Client Experience

4.1. Proserv endeavours to make every journey a comfortable, calm and attentive experience for the passenger.

4.2. Chauffeurs are expected to observe the following etiquette: - arrive at the meeting point ahead of the agreed time and be ready to receive the passenger; - greet the passenger courteously, open the door where appropriate and assist with luggage; - where possible, meet the passenger with an umbrella in wet weather; - adjust the cabin temperature, music and lighting to the passenger's preference; - engage in conversation only when the passenger initiates it, and avoid personal topics; - drive smoothly, calmly and in a manner comfortable for the passenger; - at the end of the journey, make sure the passenger has not left any belongings in the vehicle.

4.3. For meet and greet services, the chauffeur or greeter waits at the agreed location with a name sign. At the passenger's request, the sign may show a company name or another agreed identifier.

4.4. Special requests communicated at the time of booking are accommodated wherever possible: particular drinks, newspapers, child seats or additional stops.

5. Drug and Alcohol Policy

5.1. Proserv follows a zero-tolerance principle towards chauffeurs providing services under the influence of alcohol, drugs, psychoactive substances or any other substance that may impair attention, reaction or judgement.

5.2. Chauffeurs are also expected not to use such substances in the period before a Service. A chauffeur who is aware that prescribed medication may affect their ability to drive is expected to disclose this.

5.3. Drinking alcohol, smoking or using electronic cigarettes in the vehicle by the chauffeur during a Service is strictly prohibited.

5.4. Proserv expects its partners and their chauffeurs to observe these principles, and seeks to include these requirements in its terms of cooperation.

5.5. Where there is reason to suspect a breach of these principles, Proserv takes steps, wherever possible, to remove the chauffeur from the Service immediately and to arrange an alternative solution.

6. Safe Driving

6.1. Safety is treated as the first priority in every Proserv Service.

6.2. Chauffeurs are expected to comply fully with the traffic regulations of the Republic of Azerbaijan, observe speed limits and adopt a careful, defensive driving style suited to road, weather and traffic conditions.

6.3. Hand-held use of mobile phones while driving is strictly prohibited. Necessary communication takes place, wherever possible, while safely parked or by means of hands-free devices.

6.4. The use of seat belts by chauffeurs and passengers is encouraged. Suitable child seats for young passengers are provided on request.

6.5. On long-distance journeys and multi-hour bookings, attention is given to ensuring that chauffeurs have adequate rest. Where necessary, the route is planned with breaks or a relief chauffeur is assigned.

6.6. On mountain, winter or difficult routes, road conditions are taken into account in advance. Wherever possible, the journey is planned with a vehicle suited to those conditions.

6.7. If weather, road or safety conditions make it unsafe to continue a journey, the chauffeur is considered entitled, in agreement with the Client, to change the route, stop or postpone the journey.

7. Chauffeur Selection, Development and Presentation

7.1. Proserv prefers to work with experienced chauffeurs who hold the appropriate driving licence and demonstrate professional conduct.

7.2. When selecting chauffeurs, the following are taken into account: experience, driving record, knowledge of the city and routes, communication skills, language skills and overall professional presentation. Any checks are carried out within the limits permitted by law.

7.3. By default, chauffeurs communicate in Azerbaijani and Turkish. English- and Russian-speaking chauffeurs are provided on request, subject to availability.

7.4. Chauffeurs are expected to maintain a neat, business-style appearance, personal hygiene, punctuality, courtesy and discreet conduct. For official and protocol events, a dress code may be agreed in advance.

7.5. Proserv seeks to keep chauffeurs informed and to develop their knowledge in the areas of airport procedures, protocol, confidentiality, etiquette and client communication.

8. Delegations and High-Profile Visits

8.1. For services provided to international organisations, official delegations and high-profile guests, Proserv endeavours to act in line with the requirements of the event organiser or the Client.

8.2. Wherever possible, protocol services may include: - advance planning of vehicle order and convoy arrangements; - agreed procedures for arrivals and departures; - placement of flags or identification markers; - observance of seating order for official guests; - strict adherence to the schedule.

8.3. Security matters are handled solely through coordination: with the relevant official security services, licensed partners or parties appointed by the event organiser. Proserv does not itself provide security services.

8.4. In restricted-access areas, including special zones at airports, services are provided only where permitted and in accordance with the rules of the relevant authorities.

9. Vehicle Standards

9.1. Proserv endeavours to ensure that vehicles used for the Services are clean, in good technical condition, recent and appropriate to the class booked.

9.2. Wherever possible, vehicles undergo a general check before each journey. The check covers the cleanliness of the interior and exterior, fuel or charge level, air conditioning, tyres, lights and safety equipment.

9.3. Wherever possible, water and phone charging are available in the vehicle, and other amenities are provided on request.

9.4. The vehicle models shown on the website are typical examples of each class. A specific model, colour or model year is confirmed on request, subject to availability.

9.5. Vehicles owned by partners are expected to hold the documents and compulsory insurance required by law.

10. Operational Coordination

10.1. The details of each booking are confirmed in advance and passed on to the chauffeur: time, address, flight information, number of passengers, luggage and special requirements.

10.2. For airport transfers, Proserv seeks to monitor flights so that the chauffeur can adapt to delays or early arrivals.

10.3. For events requiring multiple vehicles, a transport plan, schedule and communication structure are prepared in advance. Where necessary, an on-site coordinator or dispatcher is assigned.

10.4. Wherever possible, vehicle movements are monitored by GPS. This supports operational management and passenger safety.

11. Unforeseen Circumstances and Service Continuity

11.1. In the event of a technical fault, road incident or other unforeseen circumstance, Proserv endeavours to provide a replacement vehicle of the same or an equivalent class without delay, wherever possible.

11.2. In such cases, the Client or passenger is informed of the situation as soon as reasonably possible.

11.3. In cases of force majeure, the rights and obligations of the parties are governed by the Booking Terms or the relevant contract. Force majeure includes natural disasters, weather conditions, road closures, decisions of public authorities and other circumstances beyond reasonable control.

12. Confidentiality and Data Protection

12.1. Passengers' identities, routes, schedules, conversations and personal information are kept confidential.

12.2. Such information is shared only to the extent necessary to provide the Service. It is not disclosed to third parties without the Client's consent, except where required by law.

12.3. Chauffeurs and coordinators are expected to: - not disclose information they hear or witness during a journey; - not take photographs of passengers; - not post about passengers on social media.

12.4. Where a high level of confidentiality is required, the parties may sign a separate non-disclosure agreement (NDA).

12.5. The rules for processing personal data are described in detail in Proserv's Privacy Policy.

13. Health and Hygiene

13.1. Attention is given to the regular cleaning and ventilation of vehicle interiors.

13.2. It is recommended that a chauffeur showing signs of illness does not perform a Service and that a replacement chauffeur is assigned.

13.3. Additional hygiene measures may be applied at the Client's request or where required by public health guidance.

14. Environmental Responsibility

14.1. Proserv seeks to reduce the environmental impact of its operations and to encourage more responsible transport solutions.

14.2. The approaches followed in this area include: - offering electric and hybrid vehicle options where available; - planning routes efficiently to reduce empty mileage; - avoiding unnecessary engine idling while waiting; - optimising the number of vehicles on group journeys by matching vehicle choice to the number of passengers; - reducing paper use and favouring electronic documents.

14.3. Information requests from corporate clients for sustainability and ESG reporting are accommodated wherever possible.

15. Ethics and Integrity

15.1. Proserv endeavours to conduct its business in accordance with the law and the principles of transparency, fair competition and business ethics.

15.2. Proserv opposes bribery, illegal payments, conflicts of interest and corrupt practices in any form, and expects the same approach from its employees, partners and suppliers.

15.3. Wherever possible, prices are agreed in advance, and the Client is informed beforehand of additional services and any possible additional charges.

16. Respect and Equal Treatment

16.1. Proserv treats all passengers, clients, chauffeurs and employees with respect as a core principle, regardless of nationality, religion, gender, age, disability or other personal characteristics.

16.2. Insulting, discriminatory or abusive behaviour of any kind is considered unacceptable.

16.3. Passengers with reduced mobility receive additional assistance wherever possible. Special needs communicated at the time of booking are taken into account in planning.

17. Partners and Suppliers

17.1. Proserv may organise part of its Services through trusted partner carriers and suppliers.

17.2. When selecting partners, the following are taken into account: vehicle condition, chauffeur experience, reliability, availability and alignment with the principles set out in this Code.

17.3. The specific terms of relationships with partners are defined in mutual agreements concluded between the parties. These include quality requirements, confidentiality and liability.

18. Application of the Code

18.1. The principles of the Code are communicated to chauffeurs and coordinators at the start of cooperation and through regular briefings.

18.2. Wherever possible, Proserv seeks to include the key provisions of the Code in its terms of cooperation with partners.

18.3. Serious failure to observe the principles of the Code may lead to cooperation being reconsidered.

19. Feedback, Complaints and Continuous Improvement

19.1. Proserv regards all feedback as an opportunity to improve its Services.

19.2. Complaints, suggestions and feedback may be sent to contact@proserv.pro. Every message is reviewed and answered as promptly as reasonably possible.

19.3. The procedure and timeframes for handling complaints are described in the Booking Terms.

19.4. Proserv reviews and improves this Code from time to time, taking into account the development of its Services, client feedback, changes in legislation and international practice.

20. Final Provisions

20.1. This Code is provided for information purposes and reflects Proserv's internal working standards. It is not automatically binding on any person and does not in itself create any legal obligation or liability. The rights and obligations of the parties are defined solely by the Booking Terms, a written confirmation or mutual agreements.

20.2. Proserv may amend this Code at any time. The updated version takes effect from the moment it is published on the website.

20.3. Corporate clients may request more detailed information on the areas covered by this Code.

20.4. For any questions about this Code, please contact: contact@proserv.pro