Cancellation and Schedule Change Policy

1. Cancellations

1.1 Cancellations made up to 48 hours before the service:

Full refund of the amount paid, with a deduction of €30 for administrative costs, plus any applicable bank refund fees.

1.2 Cancellations made up to 24 hours before the service:

Refund of 50% of the amount paid, with a deduction of €30 for administrative costs, plus any applicable bank refund fees.

1.3 Cancellations made less than 24 hours before the service:

No refund will be granted.

2. Schedule Changes

This policy applies exclusively to situations in which the service is rescheduled without the driver being required to wait at the pick-up location.

2.1 Schedule changes requested less than 24 hours in advance, calculated from the originally contracted service time, provided there is no driver waiting at the pick-up location, may be subject to the following conditions:

• Delay of up to 3 hours – surcharge of €75 

• Delay of more than 3 hours and up to 8 hours – surcharge of €125 

• Delay of more than 8 hours and up to 24 hours – surcharge of €250 

3. Waiting Policy for Scheduled Arrivals (Airports, Trains and Cruises)

3.1 Applies to services with a scheduled arrival time, including airports, railway stations and cruise terminals.

3.2 At airports – includes up to 90 minutes of waiting time after the aircraft has landed.

3.3 At cruise terminals (ships) – includes up to 60 minutes of waiting time after the scheduled pick-up time.

3.4 At train stations – includes up to 30 minutes of waiting time after the train arrives at the station.

3.5 After this period, an additional charge of €30 for each 30-minute period or part thereof will apply, relating to driver waiting time, operational costs and parking, where applicable.

3.6 The waiting policy applies whenever the driver is present at the pick-up location waiting for the client. In such cases, the schedule change policy does not apply, as the service is considered to be in execution.

3.7 In the event of both delay and waiting at the location, the waiting policy shall always prevail.

3.8 The company is not responsible for delays caused by third parties (airlines, railway or maritime companies), and driver waiting time will be charged in accordance with this policy.

4. Waiting Policy for Departures (Hotels, Hostels and Residences) *

4.1 Includes up to 15 minutes of waiting time after the scheduled pick-up time.

4.2 After this period, an additional charge of €25 for each 30-minute period or part thereof will apply, relating to driver waiting time.

*Not applicable to “on-disposal” services.

5. Final Note

Confirmation of the booking implies full acceptance of this policy.

This policy may be amended at any time without prior notice. The version in force on the date of booking confirmation shall apply.

Policy effective from: 1 January 2026.