Up to 24 hours prior to 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).
Upon first entry inside the 24-hour timeframe prior to the pick-up time, the option to cancel your reservation and receive a refund is permanently revoked and cannot be reversed.
IF THE FLIGHT / TRAIN CANCELED
If your flight or train is canceled, and you are unable to cancel your reservation, it will be treated as a no-show and you will be charged the full amount. Changing your booking is only an option if the driver who accepted it agrees. Any additional fees must be discussed directly with the driver. Please note that neither Transfeero nor the driver are obligated to provide an alternative solution. You can download the receipt from your account to request a refund from the party responsible for the flight cancellation.
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
If you happen to miss your flight and it is reassigned or diverted by the airline, the standard cancellation policy still applies. This will be considered a no-show and you will be charged the full amount. Please note that changing your booking is only possible if the driver who accepted it agrees. Any additional fees must be discussed directly with the driver. Neither Transfeero nor the driver are obligated to provide an alternative solution, but you can download the receipt from your account to request a refund from the party responsible for your missed flight.
(only with indication of flight number)
The meeting point with the driver for airport pick-ups will be 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 or the service provider themselves. The driver will hold a sign with the passenger’s name on it so that he/she can be recognizable.
In sporadic circumstances, Meet&Greet could be affected by external reasons not attributable to the transportation service provider, such as parking lot congestion, ongoing constructions or specific airport regulations. In cases where this service cannot be offered as usually done for blame not attributable to the transportation service provider, the customer will exempt the latter from any responsibility.
Customer should contact Transfeero Customer Service if the driver is nowhere to be found.
Booked transfers include all the kilometers/miles from the designated pick-up location to the final destination.
Different rules are applied for hourly bookings.
The platform only acts as an intermediary for the provision of ground transportation services.
Therefore, if your selected route involves a unique tunnel, such as the Eurotunnel between England and France, a taxi boat or a ferry to an island, the fees must be paid by you at the location (as they are not included in the price). Please keep in mind that the passenger is responsible for paying not only for the one-way fare to their destination, but also for the driver’s return fare. We recommend all of our guests to inform themselves about these possible further costs in advance.
Standard toll fees for highways are included.
Local suppliers’ contact details provided via email and push notification before the pick-up are free of charge. However, SMS and WhatsApp messages are subject to a fee of $1.49 / £1.49 / €1.49 depending on the currency, applicable only if these options are selected during the booking process.
If you make a transfer reservation without providing an exact address, for instance by only specifying an area or postal code, the driver may request an additional fee for any extra distance which need to be traveled.
PASSENGER DOES NOT SHOW UP
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 situation, the full cost of the trip will be charged.
THE DRIVER DOES NOT SHOW UP
If the driver fails to arrive, the passenger should reach out to them directly. The passenger will always receive the local supplier’s phone number via e-mail and push notification on the APP, as well as by SMS and WhatsApp message at least one hour before the scheduled pick-up time (the latter only if previously requested). If the driver cannot be reached, please contact Transfeero Customer Service immediately for assistance in finding an alternative transfer solution.
If the customer does not contact Transfeero within 15 minutes from the time the driver was scheduled 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.
DRIVER REFUSES THE TRIP
The driver may refuse to perform the service:
– if the passenger does not comply with the rules of conduct inside the vehicle
– if the service could not be executed under Transfeero policies or under the law
– if he/she 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.
For every hour you reserve, your vehicle will come with a travel distance of 20 kilometers (12 miles). The total number of hours you book will determine the distance included in the service.
From the start of your chosen pick-up time until the end of your service, your designated driver will be at your disposal for any transfer requests within the given mileage. If you require additional hours, please discuss it with your driver or with Transfeero beforehand.
When determining the total distance for a trip that ends in a different city than that of the starting point, the customer must also take into account the distance the driver will need to travel to return to the original city.
Please note that any extra hours added to your transfer service or exceeding the included distance may result in additional charges. Our regular terms and conditions apply in this case.
BOOKING VEHICLE CLASS
The vehicle images displayed on the platform are purely indicative of the vehicle class selected. Differences based on geographic areas are therefore possible. An upgrade of vehicle by the 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 alternatively 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 and can be owned by different local dispatchers.
RULES OF CONDUCT INSIDE THE VEHICLE
The following rules of conduct apply to each trip:
In the event of non-compliance with these rules and inappropriate behavior, such as vandalism and activities that cause unsafe and uncomfortable conditions for the driver, the total agreed cost must still be paid, net of any expenses saved, regardless of the service execution. In addition, the Service Provider may request that the user or passenger provide compensation for any required vehicle repairs or cleaning costs respectively due to damage or dirt caused by the passenger.
TRANSPORT OF CHILDREN
Infant seat / child seat / booster seat
If you want a seat for babies or children, you need to select the number of child seats required during the booking process. Transfeero can include up to 1 child and 1 booster seat free of charge, if the request has been done at the time of the booking process. In case more were needed, the additional devices should be requested in the notes field for the driver and a surcharge may be demanded for each additional car seat.
In order for the driver to provide the correct size of car seats, it is of crucial importance that you make visible the weight and age of your babies / children visible in the notes field.
Our standard cancellation policy applies in the event that no infant or child seat was requested (or, if requested, not done in a proper way) and consequently, our service provider was unable to carry out the ride.
BAGGAGE ALLOWANCE
The baggage allowance, for each vehicle class available, is indicated during the booking process and shows the maximum capacity of the vehicle that will be selected based on the number of passengers and the luggage amount. We suggest inserting the pieces of luggage amount and their indicative measurements in the notes field, so that the service provider can dispatch a proper vehicle. In case no details were given about the baggage amount, the standard policy for baggage allowance applies:
Each Passenger has the right to take with him/her, free of charge:
– a small object (laptop, camera bag, small shoulder strap, etc.) inside the passenger space.
– Medium-sized baggage weighing no more than 20 kg, to be placed in the luggage compartment.
The vehicle selection is tailored to accommodate the number of passengers travelling and the amount of luggage taken into consideration. Therefore, the specific vehicle to be dispatched could also accommodate less baggage / people than what indicated by the maximum capacity shown on the platform.
Transfeero cannot guarantee that the service providers will allow additional baggage beyond the baggage allowance and will hold no responsibilities for a service which could not be executed due to exceeding luggage in respect of the above policy and the other Terms & Conditions of the platform.
For safety reasons and/or specific local regulations, it is forbidden to place luggage inside the space reserved for passengers. All the luggage must be placed in the luggage compartment (trunk).
In any case, if there are 24 hours or less before the pick-up time and should the passenger be carrying exceeding luggages, Transfeero will provide the details of the service provider assigned to the booking so that customers might make any extra travel arrangements directly with the service provider. Alternatively, customer can contact our Customer Service for considering to make an additional reservation for the extra baggage directly through the platform, if feasible.
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 Transfeero Support Line.
Our standard cancellation policy applies in the event that no availability check has been performed and, as a result, our service provider was not able to make the ride.
Latest Update 25/06/2025