4. DESCRIPTION OF SERVICES
The WEBSITE OWNER offers private passenger transport services by road with a driver, in accordance with the features, conditions and prices stated on the Website.
Service availability may vary according to demand and operational circumstances.
The WEBSITE OWNER reserves the right to modify, suspend or cancel services where there are justified grounds.
4.1. SERVICE AVAILABILITY
To guarantee availability, bookings must be made at least 48 hours before the scheduled pick-up date and time.
Requests made less than 48 hours in advance may also be accommodated and accepted where vehicles and drivers are operationally available. However, availability is not guaranteed and is subject to verification and confirmation by the WEBSITE OWNER.
Consequently, the ability to submit a booking request less than 48 hours in advance does not, in itself, imply or guarantee availability to provide the requested service.
If the service cannot be provided due to lack of availability, the CUSTOMER will be informed as soon as possible and, where applicable, any amount paid in advance will be refunded in full.
4.2. PRICES AND PAYMENT CONDITIONS
Prices are displayed in euros (€) and include applicable taxes.
The final price depends on the information provided by the CUSTOMER, including pick-up location, destination, number of passengers, luggage and other service requirements.
Surcharges may apply where the details declared by the CUSTOMER differ from the actual service requirements, including additional passengers, additional luggage, the need to change vehicle or equivalent circumstances.
Special pricing on high-demand dates
Services with pick-up scheduled for 25 December, 1 January or 6 January are subject to a special rate consisting of a 50% increase on the applicable base fare.
This increase reflects the particular operational conditions, limited availability of vehicles and drivers, and high demand on those dates.
The special rate will be calculated automatically during booking and included in the final price shown to the CUSTOMER before they confirm the request, so that the CUSTOMER knows the total service price in advance.
Making the booking constitutes acceptance of the final price displayed, including the relevant special rate where applicable.
4.3. WAITING AND DELAY CONDITIONS
A) Waiting time after landing
For airport pick-ups, once the flight has landed, the service includes a maximum waiting time of 60 minutes from the actual landing time.
If, 45 minutes after landing, the CUSTOMER has not arrived at the pick-up point or contacted the WEBSITE OWNER, an attempt will be made to contact the CUSTOMER by telephone to remind them that they have a further 15 minutes to arrive.
If, 60 minutes after the actual landing time, the CUSTOMER has not arrived at the pick-up point and it has not been possible to contact them, the service will be considered ended due to the CUSTOMER's non-attendance (no-show), with no entitlement to a refund of amounts paid.
B) Additional waiting time after landing
If the CUSTOMER needs to extend the wait beyond the stated period, any extension is subject to the driver's operational availability and must not jeopardise their subsequent assigned services.
Where additional waiting can be accommodated, a surcharge of €50 per hour may apply, charged in full-hour blocks.
C) Flight delays before landing
The service includes tracking of the flight specified by the CUSTOMER.
Where a flight is delayed by up to 60 minutes beyond its scheduled arrival time, an attempt will be made to adapt the service to the new landing time, provided the driver's operational availability and the scheduling of subsequent services permit it.
Accommodating such a delay is conditional on the wait not jeopardising the proper performance of other services already assigned.
Where a flight is delayed by more than 60 minutes beyond its scheduled arrival time, the WEBSITE OWNER may consider the service unfeasible and cancel it if the extended wait jeopardises vehicle or driver availability, operational scheduling or the proper performance of other services already booked. In that case, no refund of the amount paid will be due, as the vehicle, driver and corresponding time slot were reserved and blocked for the CUSTOMER's service in accordance with the details and timing originally booked.
However, where the driver's schedule and availability allow the service to be maintained despite a delay exceeding 60 minutes, the WEBSITE OWNER may offer to continue the service with a waiting-time surcharge of €50 per hour, charged in full-hour blocks.
Acceptance and, where applicable, payment of that surcharge will be required to maintain the service where the delay exceeds the 60-minute allowance stated above.
D) Train delays before arrival at the station
For railway station pick-ups, the service allows for a maximum train delay of 30 minutes beyond the scheduled arrival time, provided the driver's operational availability and the scheduling of subsequent services allow this without jeopardising other services already booked.
Where a train is delayed by more than 30 minutes, the WEBSITE OWNER may consider the service unfeasible and cancel it if the extended wait jeopardises vehicle or driver availability, operational scheduling or the proper performance of other services already booked. In that case, no refund of the amount paid will be due, as the vehicle, driver and corresponding time slot were reserved and blocked for the CUSTOMER's service in accordance with the details and timing originally booked.
However, where availability and operational scheduling allow the service to be maintained despite a delay exceeding 30 minutes, the WEBSITE OWNER may offer to continue the service with a waiting-time surcharge of €50 per hour, charged in full-hour blocks. Acceptance and, where applicable, payment of that surcharge will be required to maintain the service.
E) Waiting time after the train arrives
Once the train has actually arrived at the station, the CUSTOMER has a maximum of 15 minutes to reach the agreed pick-up point.
If the CUSTOMER has not arrived within the first 5 minutes after the train's actual arrival, an attempt will be made to contact them by telephone to inform them that they have a further 10 minutes to arrive.
If the CUSTOMER has not arrived within 15 minutes of the train's actual arrival, the service will be considered ended due to the CUSTOMER's non-attendance (no-show), and the driver may leave to continue their work. If the service has been paid for, amounts paid will not be refunded. If payment is outstanding, the amount corresponding to the booked service may be claimed.
An inability to reach the CUSTOMER by telephone, whether due to no answer, a switched-off phone, lack of signal, an incorrect number or any other circumstance, will not suspend or extend the maximum waiting time.
F) Waiting time at hotels, homes, villas and other pick-up points
Where pick-up is at a hotel, private home, villa, establishment or any location other than an airport or railway station, the CUSTOMER must be ready and available at the stated location at the exact time booked.
The maximum waiting time is 15 minutes from the booked pick-up time.
If the CUSTOMER has not arrived within the first 5 minutes, an attempt will be made to contact them by telephone to inform them that they have a further 10 minutes to arrive.
If the CUSTOMER has not arrived within 15 minutes of the booked time, the service will be considered ended due to the CUSTOMER's non-attendance (no-show), and the driver may leave to continue their work. If the service has been paid for, amounts paid will not be refunded. If payment is outstanding, the amount corresponding to the booked service may be claimed.
An inability to reach the CUSTOMER by telephone will not suspend or extend the maximum waiting time.
G) Night surcharge following a flight or train delay
Where a flight or train delay means that the service is actually provided during night hours, defined as 22:00 to 06:00 inclusive, the applicable night surcharge will be charged even if the booking was originally made for a daytime service.
In these cases, a 30% surcharge will be calculated solely on the base fare, reflecting actual provision of the service at night. This percentage will not be calculated on other supplements, surcharges or additional items that may apply.
This surcharge is payable regardless of whether the service has already been paid for or payment is outstanding, since the original price was calculated according to the conditions and timing expected when the booking was made.
Where the service has already been paid for, the CUSTOMER must pay the difference corresponding to the night surcharge before the service is provided or using the payment method specified by the WEBSITE OWNER.
The night surcharge is separate from any applicable additional waiting-time surcharges arising from a delay beyond the allowance stated in these General Terms.
4.4. CHANGES FOR OPERATIONAL REASONS
By accepting these General Booking Terms and Conditions, the CUSTOMER expressly agrees that, for justified reasons relating to service organisation, vehicle or driver availability, anticipated traffic incidents, operational circumstances or any other cause that may affect proper provision of the service, the WEBSITE OWNER may bring the pick-up time forward by up to 30 minutes from the time originally booked.
This provision addresses the need to optimise routes, coordinate the various booked services and ensure the proper functioning of daily operations. Bringing pick-up forward by up to 30 minutes does not substantially alter the nature or purpose of the booked service.
The CUSTOMER must be ready and available at the new pick-up time communicated by the WEBSITE OWNER.
If the CUSTOMER refuses to accept the earlier pick-up, provided it is no more than 30 minutes before the time originally booked, this will be treated as a cancellation attributable to the CUSTOMER. The cancellation provisions of these General Terms will apply, with no entitlement to a refund of amounts paid.
4.5. CUSTOMER CONDUCT
The following are not permitted:
- Aggressive or disrespectful behaviour.
- Consuming food or drink in the vehicle, except water.
In the event of a breach, the service may be ended without entitlement to a refund.
A penalty of €100 will apply for damage or significant soiling caused to the vehicle.