: Terms and Conditions

1. Cancellation Policy

1.1 Our standard cancellation rules depend on the time your reservation is cancelled and the type of the reserved vehicle:

Type of vehicle: Cancellation time prior to pick-up: Cancellation fee:
average size car, standard size car, big size car, executive car, minivan 24 hours and more Non-refundable amount*
between 12 and 24 hours Non-refundable amount* + 50% of the remaining balance**
less than 12 hours Order price
Minibus / Van (more than 8 passenger seats), luxury or business class minivan (8 passenger seats), big executive car, limousine VIP 3 days and more Non-refundable amount*
between 1 and 3 days Reservation amount* + 50% of the remaining balance**
less than 24 hours Order price
Coach 7 days and more Non-refundable amount*
between 3 and 7 days Reservation amount* + 50% of the remaining balance**
less than 3 days Order price

* The non-refundable amount is set according to the following rules:

** The remaining balance equals to the order price less the non-refundable amount.

1.2 Cancellation conditions of our carriers may sometimes differ from our standard cancellation conditions. When this is the case, the cancellation conditions applied are those of the carrier. Therefore, you should read the conditions of our price offer for the exact cancellation conditions applicable to your particular case.

1.3 Any order modification involving the change of a date of the trip, number of service hours (driving or waiting), mileage, departure time or vehicle is deemed to be an order cancellation and, in case we are not able to accommodate the required change, results in the applicable cancellation fee. When the order modification is possible, a supplement may apply to cover additional costs such as administrative costs and driver rescheduling, depending on the impact of the modification. The order modification cannot result in lowering of the order price.

1.4 The maximum cancellation fee (equal to the order price) also applies in case of no-show for the pick-up.

1.5 In case of cancellation, we will reimburse the amount of the order price less the cancellation fee during the period of up to 10 days following the scheduled pick-up date. Normally, the reimbursement will take place within 5 working days from the cancellation date if the payment was made on our website and 10 working days in other cases.

1.6 Cancellation conditions apply to all orders irrespective of the cancellation reason.

1.7 Should a customer expect to be late for the pick-up for 30 minutes (45 minutes, in case of an airport transfer) or more, the customer needs to contact the driver/ dispatcher on the phone number provided by our customer service prior to the pick-up.

2. Order price, included mileage and hours

2.1 The order price is fixed in advance.

2.2. It may normally be possible to increase the mileage included in the order. In this case a supplement for additional mileage applies. It may also be possible to increase the number of service hours included in the order subject to availability. Possibility of an increase in service hours and mileage is also subject to limits imposed by safety regulations of an applicable jurisdiction. If you plan any significant increases you need to contact us in advance so we could advise you.

2.3 A reduction in mileage, service hours (driving or waiting), number of passengers, vehicles or transported objects (luggage, pets, etc) does not imply the decrease of the order price.

2.4 Order price includes a vehicle with driver. It never includes such costs as a tour guide or entry tickets.

3. Payment Policy

3.1 Unless different payment conditions are specifically mentioned in our offer or in your customer agreement, we expect to receive your payment in full in advance of the date and time of the first pick-up of your programme as stated below.

Type of vehicle: Your payment to reach us in advance of your first pick-up date and time latest:
average size car, standard size car, big size car, executive car, minivan 24 hours
Minibus / Van (more than 8 passenger seats), luxury or business class minivan (8 passenger seats), big executive car, limousine VIP 48 hours
Coach 5 days

3.2 Your failure to pay on time declines all our responsibility for your order and may trigger your order cancellation.

3.3 If we are obliged to cancel your order for failure to comply with our payment terms, the cancellation terms stated in your order details apply. (Note that this cancellation fee cannot be less than 50% of the order price.)

3.4 Once the order is carried out, the invoice for the total amount is sent by email. To request an invoice, please contact our customer service.

4. Waiting time

4.1 When you book a transfer there is a grace period during which your chauffeur can wait for you without an additional charge. The grace period is 10 minutes for the vehicle types: small size car, average size car, standard size car, big size car and executive car and 15 minutes for van, very big size car, big executive car, limo and coach. Beyond the grace period the waiting time charge applies for the entire waiting period so that if you are 20 minutes late all 20 minutes of waiting time will be charged to you.

4.2 The price of waiting (service) time is indicated in our offer.

4.3 When you book the "meet-and-greet" service you get additional free waiting time of 30 minutes.

5. Driving time, working time, rest

5.1 The drivers of vehicles designed to carry more than 8 passengers must comply with the legislation on driving time and rest set at the European level. The major provisions of this rather complicated regulation are the following:

5.2 If your booking for a day is for at least 10 hours and you plan on having some extra time or you plan to extend your booking for a day by at least 1 hour more you need to discuss that possibility with your driver beforehand.

6. Itinerary, mileage, supplementary hours

6.1 Supplementary hours are not guaranteed and are subject to availability. If the exact itinerary is not specified, the included mileage is assumed to be in proximity (up to 50 km away) from the pick-up/drop-off address. A destination further away must be approved by our customer service or by the driver.

6.2 All extra charges for new destinations, extra mileage or hours must be settled directly to the driver.

7. Pick-up and drop-off, travel schedule

7.1 We assume that you respect the travel schedule as stated in your order details including the pick-up time and drop-off time for each day as applicable.

7.2 In case supplementary hours are required, check with your driver for a necessary availability. Note the driver’s working hours are limited by safety regulations.

7.3 If for any reason you are unable to locate your driver you need to contact the driver / dispatcher via the relevant phone numbers that we systematically provide for each order.

8. Privacy Policy

We take a particular care of the privacy of the information that you as a customer entrusted us with. By using our site, you are accepting the practices described in this Privacy Policy. This policy describes the essential elements of how we treat your private information.

We reserve the right to modify this Privacy Policy depending on the evolution of our site and the applicable legislation. All modifications to our Privacy Policy will be published on this page of our website.

What personal customer information do we collect?

We collect the following customers information: the information you manually enter on our site to access our services, the information we gather through automated processes and the information contained in email communication if it took place.

We receive and store most of the information you enter on our website or send us in an email communication. This information is used exclusively for the purpose of the service we provide to you.

Our systems when interacting with your browser collect some automated information such as your browser version, ip address, etc. Additionally, our web site can transfer a cookie to your computer's hard drive. Cookie is a tiny text file with an alphanumeric identifier. It allows our system to recognize your browser. The only purpose of the automated information that we gather is to make your user experience as enjoyable as possible. Most of the automated information is not kept in our systems. You can if you wish disable cookies in your browser. In this case you will not be able to access correctly some of the parts of our website.

Do we share customers' information?

Information about our customers is an important part of our business. Our employees and service providers having access to our information systems may not use your information for any purposes other than fulfilling your orders.

It is our policy not to share your information with any third parties without your explicit consent.

As we continue to develop our business, we might sell or buy other companies or business units. In such transactions, customer information is generally one of the transferred business assets but in any case will remain subject to the promises made in this Privacy Policy.

How secure is customers' information?

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

We take a particular care to ensure total security for the sensitive credit card information you use to pay for our services. That is why we work with the world leaders in online credit card processing such as Visa, MasterCard, American Express and PayPal. All online transactions are processed by their systems, thus, providing you the highest level of security these giants of online payments can give you.

What's more, we do not record or keep credit cards details in our systems, thereby excluding even a theoretical possibility of a leak of sensitive credit card data from our systems.

Third-party advertising banners and links

Our site may include third-party advertising banners and links to other websites. We do not provide any personally identifiable customer information to the advertisers or third-party websites. The fact that the links may be present on our website does not mean that we approve any information contained in the links or in the underling websites.

It is entirely under your control to use the advertised links or not. Once you click on such a link or a banner you generally leave our website. This policy does not cover the information practices of the third-party websites.

Change of customer's personal information.

You may request to have your personal information changed or completely removed from our systems. To do this you should send us your written request.

7. Other conditions

7.1 We demand our carriers to comply with the laws governing the transportation of passengers. Among other things, carriers must have an authorisation permitting them the transport of passengers and an adequate insurance to cover the risks related to their professional activities. However, you should know that it is the responsibility of carriers to ensure the compliance with applicable laws in the jurisdiction of their service.

7.2 In no case case, we can be held responsible for the circumstances of force majeure and due to third parties to the provision of the services. In all cases, our liability is limited to the lower of the amount paid at reservation or our commission for the service. Our liability cannot in any circumstances exceed the part of the order price applicable to the trip in question.

7.3 Any damage or deterioration to the vehicle caused by the customer may result in additional billing for cleaning and / or maintenance costs entirely at the charge of the customer.

7.4 Trip time may be influenced by many factors such as traffic conditions, weather, itinerary changes, etc. Therefore, our estimate for trip time is provided for guidance only and cannot be guaranteed. It is the customer's responsibility to properly plan the departure time in order to be able to reach the required destination on time.

7.5 The vehicles data (photos, capacities, brands, etc) presented on our website are not contractual. We cannot guarantee that your vehicle will be exactly as shown on the page "Our vehicles" of our website. We only guarantee to provide sufficient capacity for all passengers. In a force majeure situation we may have to replace your vehicle. If the replacement vehicle is of inferior vehicle class (for example, economy class instead of business class), a fair compensation to reflect the price difference will be paid.

7.6 Any reservation that takes place via our website, by email or by phone is bound by the present terms and conditions.

7.7 The present terms and conditions can be changed at any time and without prior notification of any party concerned.