{"coverage_note":"Five categories were checked for bolt.eu: (1) discrepancy_pricing \u2014 searches returned Bolt's own surge-pricing disclosures and consumer review aggregates but no regulatory enforcement or verified hidden-fee finding; (2) discrepancy_availability \u2014 searches returned no evidence of ghost inventory, bait-and-switch fares, or undeliverable displayed prices, with the disclosed Flex bidding feature being the only notable item; (3) discrepancy_identity \u2014 a confirmed finding was identified based on Bolt's own published Terms for Riders, which simultaneously position Bolt as the in-app payment handler and disclaim responsibility for the transport service contract, creating a verified merchant-of-record ambiguity; (4) discrepancy_policy \u2014 searches returned only Bolt's own help pages on cancellation and refunds with no independent regulatory or court-filing evidence of a policy-versus-enforcement gap; (5) discrepancy_undisclosed_constraint \u2014 searches returned Bolt support pages, a UK Parliament submission, and general company history but no documented hidden booking limitations or undisclosed mid-transaction constraints. No scan was blocked or missing; all five categories returned accessible results, though categories 1, 2, 4, and 5 produced no findings meeting the inclusion bar.","human_handoff_required_for":[{"action":"Escalate to a human when a post-ride refund or dispute request arises and it is unclear whether the issue is a payment-processing failure (Bolt's remit) versus a service-quality or consumer-rights complaint (the individual driver's remit), because Bolt's Terms for Riders simultaneously position Bolt as the payment collector and disclaim all responsibility for the transport contract, leaving no single accountable counterparty for combined payment-plus-service disputes.","evidence":[{"description":"Bolt's Terms for Riders state that Bolt 'does not provide transport services' and that disputes about transport services must be resolved between passengers and drivers, even though Bolt collects payment and handles in-app payment complaints.","reference":"https://bolt.eu/en/legal/terms-for-riders/"}],"last_checked_date":"2026-06-30"},{"action":"Escalate to a human when a passenger has been charged an amount that differs from the in-app estimate and the discrepancy cannot be clearly attributed to disclosed surge pricing, because the split between Bolt (payment processor) and the driver (service provider) means neither party unambiguously owns the obligation to correct an unexplained overcharge, and misrouting a chargeback request could result in no resolution.","evidence":[{"description":"Bolt's Terms for Riders confirm that Bolt handles in-app payment processing disputes but directs consumer-rights and service disputes \u2014 including overcharging tied to the journey \u2014 to the individual driver, creating ambiguity about who is responsible for correcting a fare discrepancy.","reference":"https://bolt.eu/en/legal/terms-for-riders/"}],"last_checked_date":"2026-06-30"}],"record_verification":{"last_checked_agentic_scan":"2026-06-30","last_checked_human_verified":null},"vendor_id":"bolt","verified_discrepancies":[{"actuals":"Bolt's Terms for Riders simultaneously state that Bolt 'does not provide transport services,' that the transport contract exists solely between the passenger and the driver, and that 'disputes arising from consumer rights, legal obligations or from law applicable to the provision of transport services will be resolved between the passengers and drivers.' Bolt collects payment but disclaims responsibility for the service itself, leaving consumers uncertain whether to pursue a refund or service dispute against Bolt or the driver.","discrepancy_start_date_est":"Unconfirmed; present in currently published terms as of 2026-06-30","evidence":[{"description":"Bolt's published Terms for Riders state that Bolt mediates the transport contract but 'is not responsible in any way for the fulfilment of the contract entered into between the passenger and the driver,' and that consumer-rights disputes are to be resolved between passengers and drivers \u2014 not Bolt.","reference":"https://bolt.eu/en/legal/terms-for-riders/"}],"interim_guidance":"When completing a ride-booking transaction on Bolt, do not assume Bolt is the merchant of record for the transport service. For any post-ride dispute about the journey itself (overcharge, route, service quality), the legal counterparty is the individual driver, not Bolt. Only in-app payment processing failures should be directed to Bolt support. An agent handling a refund request should distinguish whether the issue is a payment-processing failure (Bolt's remit) or a service-quality complaint (driver's remit) before initiating a dispute or chargeback, since misrouting could result in no resolution.","last_checked_date":"2026-06-30","status":"active","type":"identity_discrepancy","vendor_claim":"Bolt's own Terms for Riders state that Bolt processes in-app payments, handles payment disputes, and will resolve Bolt in-App Payment complaints \u2014 creating a strong implication that Bolt is the consumer's transactional counterparty."}]}