Terms and Conditions

1.1 XXXXX (PT) Limited is a limited company registered in England (company registration number 4933736 and its VAT registration number is 270 3491 14), whose registered and trading address is at 2nd Floor, Steward House, Commercial Way, Woking, Surrey, GU21 6EN, United Kingdom.

1.2 XXXXX operates as a passenger transport services ('the services'). These services are booked, paid for by you, and confirmed by XXXXX ('the booking').

1.3 By arranging the services through us, you agree to be bound by these terms and conditions (which may be updated and posted on our website or app from time to time), as well as other information provided via the website, app, email, or any other form of electronic or written communication with you.

2.1 The purchaser of the transport services specified in the booking (the 'Lead Party') and all other passengers listed in the booking are parties to the contract with XXXXX. Upon completion of the booking, the contract for the provision and use of the services is formed between you and the XXXXX. If the booking is made by an agent or any other person acting on behalf of the passengers named in the booking, that person is considered to be acting as the agent for all passengers utilizing the services.

3.1 Bookings can be made online through the XXXXX website or app. When two or more individuals are included in the same booking, the person making the booking (referred to as 'the Lead Party' or 'you') is considered to have done so on behalf of all members of the group and accepts these terms and conditions on their behalf. The Lead Party is responsible for completing the booking process and making payment for the services. The Lead Party must be at least 18 years old.

3.2 Full payment is required at the time of booking. On receipt of such payment, XXXXX will process the booking and issue, on its website, app and by email the booking confirmation details of the persons involved in the booking. As soon as you make the booking, you’ll receive the confirmation form immediately by email. This confirmation acts as a voucher that must be presented to the driver of your journey. A legally binding contract will be formed between the Lead Party (and all passengers listed on the booking) and the XXXXX once payment is processed. No binding contract will exist until full payment has been received by us. All communication with you will be conducted via our website, app, email, or phone.

3.3 It is the responsibility of the Lead Party (or the agent, or any other person acting on behalf of the passengers listed on the booking) to review all booking details prior to travel and promptly notify XXXXX of any errors. XXXXX cannot be held responsible or liable for any issues related to timeliness, accuracy, or quality of the services resulting from incorrect information provided at the time of booking confirmation.

3.4 Where possible, we will contact you to inform you of any incorrect information provided in your booking, giving you the opportunity to amend the details. In such cases, you must provide the corrected information at least 24 hours before the travel date; failure to do so may result in the booking being cancelled, with a refund of 75% of the booking value issued. If any errors in the information you provide lead to an increase in the cost of the services, you will be responsible for covering the additional costs. Should you fail to pay for these increased costs, XXXXX reserves the right to cancel the services without any obligation to provide compensation or a refund.

3.5 The price quoted at the time of booking is the final amount you will need to pay. We guarantee that there will be no additional costs, except as outlined in clause 3.4 or if you choose to add extras during the booking process.

3.6 You are required to acknowledge all notifications we send. If you do not acknowledge receipt of an email, the records on our email server will be considered proof of receipt.

3.7 Minors are not permitted to seek services from us. Their parents, legal guardians, or responsible parties must contact us immediately to cancel the registration. Minors are not allowed to travel with us unless accompanied by an adult passenger.

3.8 We accept widely used payment methods, including credit cards (MasterCard, Visa) and PayPal. Note that PayPal is available only for bookings over a certain amount, and an administrative fee will apply.

3.9 Prices are charged in Euros, and any currency conversion provided is for approximation purposes only.

4.1 XXXXX will comply with the latest Portuguese legislation regarding the use of child seats for infants and children. For private transfers, we strongly recommend using booster or child seats for those under the age of 12 or up to 150 cm in height for safety. During the booking process, you can add child or baby seats. It is the Lead Passenger's sole responsibility to ensure these child restraint devices are suitable for the vehicle and are properly used. The company is not liable for any issues arising from the failure to use or check the restraint device, or from its incorrect use.

4.2 If you prefer to bring your own child or booster seat for a private transfer, please inform us before you travel so we can ensure the vehicle can accommodate it. Group services, typically provided by minibus or coach, do not support the use of child seats due to incompatible seating. We will make every effort to provide child seats as booked, but if they are not available, you will receive a full refund for the unprovided seats. If no child seat is available, children aged three and over may travel with an adult seat belt, while children under three may travel without a safety restraint in the rear of the vehicle.

4.3 For shuttle transport services, there is no charge for children under two years old if they sit on an adult passenger’s lap. Children over two years old require a seat, which will be charged at the full price. Seats for children aged two and above must be booked and paid for at the rate quoted during booking.

5.1 Booking amendments should be made through our website or app. If you need to make changes less than 24 hours before the start of the services, you must email us from the address provided at booking, using XXXXXXX, and include your booking reference number, lead passenger name, and details of the changes. These amendments will incur an administration fee and may involve additional charges, which must be paid before any changes are confirmed.

5.2 If you request a change to your booking that involves services to a different destination than originally specified, you will need to cancel your original booking and make a new one. Cancellation charges from may apply if requested less than 24 hours.

5.3 If a price increase occurs due to changes you request, you will be required to pay the difference between the original booking price and the price of the new services requested.

6.1 Cancellations must be made through our website or app. Depending on when you cancel your booking, you may be entitled to a refund as follows:

(i) If you cancel your booking less than 24 hours before travel, you will be liable for the full value of the booking.

(ii) If you cancel your booking up to 24 hours before travel, you will receive a refund for the full value of the booking. Refunds will be processed as quickly as possible and will be credited to:

(a) The original form of payment and account used at the time of booking, minus any applicable cancellation fees.

(b) Or as a XXXXX credit note, which can be used for a future booking of the same value.

6.2 If you do not use the services and fail to cancel the booking through our website or app, no refunds will be provided.

7.1 Depending on the routes and the season, our freesale deadline varies from 0 to 24 hours, and more in exceptional cases, even longer, before a Transfer Service begins. If prompted by the website, please contact us 24/7 to check if we have a suitable vehicle available for your transfer request. Please be aware that our cancellation policies will apply regardless of the booking date and time.

8.1 If we need to make a significant change to the conditions of the Service or need to cancel the Service, we will notify you as soon as possible. We will make reasonable efforts to honour your vehicle preference, but please note that the vehicle may be substituted with one of greater capacity or multiple vehicles, depending on availability. If we need to change your booking to a lower category or smaller vehicle with a lower rate, we will refund the difference in rates. In rare instances where we must cancel your booking, you will receive a full refund. However, we will have no further liability to you beyond this refund. We will, to the best of our ability, try to find suitable alternatives for any confirmed booking that we subsequently cancel.

9.1 We are committed to protecting your privacy and security. For this reason, all personal data that we collect from you will be processed in accordance with our Privacy Policy which can be accessed through our website.

10.1 We are not specialist providers of disabled transportation, but we will make reasonable efforts to accommodate any specific requirements you may have. If you or any member of your party has a medical condition or disability that might affect your ability to use our standard services, or if you need a wheelchair-adaptable vehicle (if available), please inform us during the booking process. You can do this by using the comments and/or notes field on our booking portal, selecting the contact form option on our website, or reaching out to us via email or phone. Providing this information will help us ensure that the appropriate vehicle is booked to meet your needs, subject to availability, and will also allow our drivers to be informed of any special conditions.

11.1 During the booking process you are given the opportunity to pre-book additional routes if you need to collect and drop off keys or if your group will be split between more than one accommodation address. The extra stop address must be located in the same destination as your principal accommodation address. Extra stop duration is limited to 5 minutes.

12.1 We consider travel insurance to be essential and strongly advise that you arrange for appropriate coverage. This should include protection for a comprehensive range of events such as cancellation, baggage loss or damage, accidents, and medical conditions while you are traveling. It is your responsibility to ensure that the insurance you purchase is suitable and adequate for your specific needs. We strongly recommend that you read the policy details carefully and take them with you on your holiday.

13.1 The booking system used by our website and app is provided exclusively to allow users to determine the availability of products and services and to make legitimate reservations and for no other purposes. Therefore, you undertake not to use this website or app for any other purpose, including but not limited to promotion, marketing or sales of other services and products and you also undertake not to copy, replicate, imitate or link to this site without our express and written consent.

13.2 You agree not to use our website or app to:

14.1 We accept no liability and will not provide compensation where the performance of our obligations is prevented or affected directly or indirectly by force majeure or circumstances beyond our reasonable control. This includes, but is not limited to, extreme adverse weather conditions, natural disasters, acts of God, acts of terrorism, accidents involving third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.

15.1 You may not transfer any of your rights or obligations under these terms and conditions without our prior written consent. We may transfer any of our rights or obligations under these terms and conditions without your prior written consent.

16.1 We offer private Transfer Services and shared or shuttle Transfer Services. The route to or from the chosen destination cannot be guaranteed, and the Google route map displayed on our website is for informational purposes only. While we make reasonable efforts to adhere to pick up times, these are not guaranteed.

16.2 If you are unable to locate our driver or our representative agent, it is your responsibility to contact us using the 24/7 telephone numbers provided on your Transfer Voucher. If you fail to call these numbers and make alternative travel arrangements, we will be unable to provide the service and so we will be relieved of those obligations, and no refund will be issued. If the driver or representative cannot find you, a member of our Customer Service team will call the mobile phone number provided in your booking. Ensure that you carry this mobile phone and that it is switched on while waiting for your luggage or clearing customs. If we cannot reach you on the provided number, we will be unable to provide the service, and no refund will be due. For non-airport collections, you must call us within 10 minutes of your scheduled pickup time. A third-party telecom provider keeps an electronic record of all calls made to the 24/7 numbers and this will be used as proof in case of disputes. Unused transfers are non-refundable, and costs for alternative transport will not be reimbursed unless pre-authorized by our team. If authorized to use alternative transport, please obtain a receipt and submit it to our Customer Care team for review. Claims without valid receipts will not be reimbursed.

16.3 You are responsible for verifying the agreed pick up time and ensuring you arrive at the airport, station, or port with sufficient time to check in or prepare for your journey.

16.4 We will pick you up and drop you off as close as possible to the provided addresses. If access via a conventional route is obstructed due to weather conditions, road accidents, etc., the driver will, at your request, use an alternative route to reach the agreed destination. In such cases, you may be responsible for any additional costs.

16.5 All contracted transfer services are covered by our public liability insurance.

16.6 While we strive to provide SMS confirmation messages when requested, this service depends on telephone networks beyond our control. If a text message is delayed or not received, please refer to the information provided via email or in your account of our website.

17.1 All luggage must be clearly labelled with the owner's name and destination address. Our drivers will make reasonable efforts to accommodate all luggage carried by your party. Unless otherwise specified at the time of booking, each passenger named in the booking is entitled to bring up to two items of luggage on the relevant transfers: one suitcase, not exceeding 60 cm high x 43 cm wide x 26 cm deep, and one piece of hand luggage, not exceeding 40 cm high x 20 cm wide x 25 cm deep. Luggage exceeding these specified dimensions and quantities may be subject to available space and may be declined.

17.2 We reserve the right to inform you if the booked vehicle type cannot accommodate the specified luggage allowance. In such cases, you may need to upgrade your vehicle type. If you require transport for luggage exceeding this allowance or have special items (e.g., skis, golf clubs, bicycles, snowboards, wheelchairs/scooters), these should be added as extras at the time of booking. If the extra option is unavailable during booking, please inform us by writing in the appropriate field in the booking process (“extra notes”) or email us to XXXXXXX. We may charge for excess luggage or refuse to transport excess items if not arranged in advance.

17.3 By accepting the proposed Contract and its Terms and Conditions, you implicitly agree not to include in your luggage or carry on your person any items that contravene the Portuguese (e.g., firearms), or items likely to be harmful to others, or excessively large, heavy, fragile, or perishable. Animals are not allowed unless you are traveling with a guide dog or assistance dog.

17.4 The transport of luggage and other belongings is undertaken entirely at your risk. We cannot be held responsible for any loss or damage to your luggage or belongings. It is recommended that you obtain private insurance to cover such risks before departure.

18.1 By entering into this Contract, you implicitly declare that: you are of legal age and fully capable of fulfilling your legal responsibilities concerning this agreement; you understand the scope of the services covered by this contract, the information provided about us, and the content of these Terms and Conditions; the credit or debit cards used for payment belong to you and have sufficient funds to cover the cost of the service; and you will notify us as soon as reasonably possible of any changes to the details you have provided.

18.2 The services provided will match the details specified in the booking confirmation form sent to you by email. It is your responsibility to provide complete and accurate addresses for pickup and destination points at the time of reservation. You should review the booking confirmation for accuracy. If any details are incorrect, you must contact our Customer Service Centre immediately to make corrections. Ensure that all compulsory fields, marked with an asterisk (*), are filled in accurately. We are not liable for any reservations that cannot be carried out, and you will not be reimbursed for such reservations.

18.3 You are solely responsible for carrying all necessary documentation for crossing borders if applicable. We disclaim all liability and will not cover any additional expenses incurred due to failure to carry the required documents or to comply with customs, police, tax authorities, or administrative rules of the countries you are entering, leaving, or passing through. The booking confirmation form does not serve as a valid document for obtaining entry visas.

18.4 If we are required to pay a deposit or fine to authorities in other countries due to your failure to adhere to laws, regulations, or other travel requirements, you will be solely responsible for reimbursing us. We reserve the right to withhold any funds already paid to us until you provide proof of reimbursement for such fines or charges.

18.5We reserve the right, and you authorize us, to charge your credit or debit card for any damage to the transfer vehicle (including, but not limited to, specialist cleaning) or for any items that are missing upon your departure. We also reserve the right to refuse future bookings if serious or repeated incidents occur involving any customer.

19.1 By entering into this contract, you implicitly grant us the right to refuse transport to any passenger who, at the driver’s discretion, appears to be under the influence of alcohol or drugs or whose behaviour is deemed dangerous to the driver, other passengers, or themselves.

19.2 Alcoholic beverages and narcotics are not permitted in our vehicles.

19.3 Smoking is prohibited inside the vehicles and in their immediate vicinity.

19.4 Eating inside the vehicle is not allowed.

20.1 If you encounter a problem while traveling, you should first contact us using the number provided in your booking confirmation. We will make reasonable efforts to address and resolve any concerns and will respond to you within 14 days of receiving your complaint.

20.2 Written complaints should be received no later than 28 days after your return date and sent by email to XXXXXX.

20.3 If you need to report an issue with our online booking process or our Customer Service Centre, please direct your complaint to XXXXXX.

21.1 Our Website is available in English, Portuguese and Spanish, and efforts will be made to include other languages in the future. Our Customer Service help desk and email assistance in English and Portuguese is available at all times. While we strive to ensure the accuracy of the translations on our websites and terms, in the event of any discrepancy, the Portuguese version shall take precedence.

22.1 Copyrights, trademarks and other intellectual property rights of the website have been granted under licence to XXXXXX and are protected by national and international regulations governing intellectual property. The use of our website content by third parties for any purpose other than booking transfers is prohibited under all circumstances. The total content of this Website is protected by both industrial and intellectual property rights and is exclusively owned by XXXXXX.

23.1 These General Conditions shall be governed by current Portuguese law.

23.2 The contract agreed between XXXXXX and you shall be governed in accordance with Portuguese legislation. Settlement of any disputes that may arise between you and us will be subject to Portuguese jurisdiction in the courts of XXXXXX.