CANCELLATION POLICY
Up to 24 hours before pick-up
Cancellation is free of charge if there are more than 24 hours left before the agreed pickup time.
You will get a full refund if you cancel your booking up to 24 hours before pick-up.
If there are 24 hours or less before the agreed pickup time and in case of No-Show
If there are 24 hours or less before the agreed pickup time and in case of no-show, the total price must be paid and a refund is not possible (we have to charge 100% of the full amount).
WAITING TIME AT THE TIME OF PICK-UP
- 15 min free waiting time for all pick-up locations except the airport (from the agreed pick-up time)
- For airport pick-up (only indicating flight number): 60 minutes, starting from the pickup time. After one hour of free waiting time, the costs per every new started hour will be max. €/ USD/ GBP 45.00, if the driver is still available. The driver has the right to decide on site, if the surcharge will be less. The surcharge has to be paid in cash directly to the driver on site. In case the driver is not available after the complimentary wait time, please contact our customer service so we can try to find a solutation together.
IF THE FLIGHT / TRAIN CANCELED
In case your flight is canceled and the reservation is no longer cancellable, the ride will be considered as NO-SHOW and charged in full.
Moving your booking is only possible if the driver who accepted it agrees. Any supplement must be agreed directly with him. In any case, neither Transfeero nor the driver is obliged to offer an alternative solution, he can download the receipt from his account to request any refunds from whoever caused the flight loss.
IN THE EVENT OF A NEW ARRIVAL TIME (FLIGHT LOST, REASSIGNED BY THE FLIGHT COMPANY OR REROUTED TO ANOTHER AIRPORT) AND IN ALL OTHER CASES
In case you miss your flight, it is reassigned by the flight company or diverted to another airport, the reservation can no longer be canceled, the ride will be considered as NO-SHOW and charged in full.
Moving your booking is only possible if the driver who accepted it agrees. Any supplement must be agreed directly with him. In any case, neither Transfeero nor the driver is obliged to offer an alternative solution, he can download the receipt from his account to request any refunds from whoever caused the flight loss.
MEETING POINT WITH THE DRIVER FOR THE AIRPORT PICK UP
(only with indication of flight number)
After the baggage claim area, at the exit assigned to the specified flight number (provided that the customer indicated the flight number at the time of booking), unless otherwise communicated by Transfeero. The driver holds a sign with the passenger’s name on it. Contact the driver or Transfeero service if the driver is not found.
KILOMETERS/MILES INCLUDED
Transfer booking:
- All the kilometers/miles needed to make the booked transfer
FURTHER COSTS
If your chosen route includes a special tunnel like the eurotunnel between England and France or a ferry to an island the fees have to be paid by the passenger on site (it is not included in the price). Please note: The passenger has to pay not only the way to his destination but also the way back for the driver. We recommend all our guests, to inform themselves about this possible further costs.
Normal toll fees for highways are included.
In case you book a transfer without the indication of an exact address, for example if the booking indicates just an area or a postal zip, the driver has the right to claim a surcharge for further kilometres.
NON-REALIZATION OF THE TRIP
PASSENGER DOES NOT PRESENT (No-Show)
If the passenger does not show up at the agreed pick-up point within the free waiting period after the agreed pick-up time without having canceled the reservation, and if he cannot be reached at the telephone number indicated in the booking, it is considered a no-show . In this case, the trip is 100% billed.
THE DRIVER DOES NOT PRESENT
If the driver does not show up, the passenger must contact him directly. The passenger always receives the phone number via SMS at least one hour before departure via SMS. If the driver is not reachable, contact immediately the Transfeero Support Hotline to find an alternative transfer solution. If the customer does not call within 15 minutes from the time the driver had to show up, neither TRANSFEERO nor the driver can be held responsible for any consequences.
PASSENGER TRANSPORTATION
If the passenger decides to give up the trip because the driver cannot carry out special services (e.g. transport of children, animals, bulky luggage) that the transport service provider has not previously accepted, the agreed total of the travel costs must be paid, net of any expenses saved.
THE DRIVER REFUSES THE TRIP
The driver may refuse to make the journey if the passenger does not comply with the rules of conduct inside the vehicle or if he presumes that the person who made the reservation or the passenger belongs to an illegal organization or uses the services illegally or for illicit purposes.
HOURLY SERVICE (BY THE HOUR)
For each hour reserved, you will be included a travel distance of 20 kilometers (12 miles) with the vehicle booked. The sum of the hours required to have the driver with you implies the total of kilometers covered included in the service.From the beginning of the chosen pick-up time until the end of the schedule or the air, the driver in charge of carrying out the service will be at your complete disposal for a transfer request that falls within the established mileage.Any extra hours requested must be agreed with the driver in charge of completing the service.
Adding extra hours to your transfer service and exceeding the distance included with your hourly booking may result in additional costs.All the regular terms and conditions apply here.
GENERAL INFORMATION
BOOKING VEHICLE CLASS
The vehicle images displayed on the platform are purely indicative of the vehicle class required. Differences based on geographic areas are therefore possible.An upgrade of vehicle by local partner with one of an higher class or having greater capacity may be possible at no additional cost to the user.Services including a VAN can be alternately performed with a SUV of equal capacity and vice versa.In the event that the chosen vehicle class includes a 12 or 16 seater MiniBus, the service can be carried out with two or more Vans/SUVs having the necessary capacity to guarantee the ride.No requests for specific vehicle models or colors can be guaranteed as vehicles are subject to availability.
RULES OF CONDUCT INSIDE THE VEHICLE
The following rules of conduct apply to each trip:
- Strictly no smoking inside the vehicle
- Use of seat belts
- Vehicle care
In the event of non-compliance with these rules and inappropriate behavior, such as vandalism and activities that cause the driver insecurity or make him uncomfortable, the total agreed costs must still be paid, net of any expenses saved. In addition, the Service Provider may ask the user or passenger for compensation for the necessary repair of vehicle damage or for the removal of excessive dirt in the vehicle caused or brought by the passenger.
TRANSPORT OF CHILDREN
Infant seat / child seat
If you want a seat for babies or children, select the number of child seats required in the EXTRA section of the BOOKING page. Our standard cancellation policy applies in the event that no infant or child seat has been requested (or, if requested, it is not in the correct state) and consequently, our service provider was unable to carry out the ride.
BAGGAGE
The free baggage allowance per booking class is indicated on the TYPE OF TRAVEL page. If you travel with excess baggage allowance, add a comment in the NOTES TO THE DRIVER section in the EXTRA section of the booking page. Transfeero does not guarantee that our service providers will accept more baggage than the advertised baggage allowance. Transfeero will provide the customer with the details of the service provider assigned to the booking so that the customer makes these travel arrangements directly with the service provider. Alternatively, please contact support.
Requests that exceed the standard services provided by Transfeero require an availability check which is only performed if you contact the service provider directly or the Transfeero hotline laughs at the time of the booking request. Our standard cancellation policy applies in the event that no availability check has been performed and, as a result, our service provider has not been able to make the ride.