Terms of Service

1. Who we are and what we do

Transfer-Performance.com is a booking platform for private ground transport. We arrange transfers that are performed by licensed local transport companies and their drivers. We act as the party you contract with for the booking; the journey itself is carried out by the assigned operator.

2. Making a booking

• You must be at least 18 years old and provide accurate pick-up and drop-off details, travel times, flight number where relevant, and working contact details.
• A booking is confirmed only when payment has succeeded and you have received a confirmation email with a booking reference.
• You are responsible for the details you enter. A journey to a wrong address entered by you is still chargeable.

3. Prices and currency

• The price shown at the moment of booking is fixed and covers the vehicle, the driver, fuel, tolls, taxes and the free waiting time described below.
• Prices are shown and charged in the currency you select. Where that is not our base currency, the amount is converted using a daily exchange rate; your bank may apply its own fees.
• Extras you request on the day, and waiting beyond the free period, may be charged.

4. Payment

The full fare is paid online by card before travel, through our payment provider. We do not accept cash in the vehicle and drivers may not request additional payment. Tips are voluntary.

5. Changes and cancellation

• Cancellation more than 24 hours before pick-up: full refund to the original card.
• Cancellation within 24 hours of pick-up: no refund.
• Changes to pick-up date and time, flight number, phone number and driver notes are possible more than 24 hours before pick-up. Addresses cannot be changed; cancel and rebook.
• No changes are possible within 24 hours of pick-up.

Full cancellation and refund policy

6. Waiting time and no-shows

• Airport pick-ups include 60 minutes of free waiting time after the flight lands.
• Other pick-ups include 15 minutes of free waiting time.
• If you cannot be located within the free waiting time and do not answer your phone, the transfer is recorded as a no-show and no refund is due.

7. Luggage, passengers and child seats

• Each vehicle class states its maximum number of passengers and suitcases. The driver may refuse passengers or luggage exceeding the stated capacity or that cannot be carried safely.
• Child seats are free but must be requested when booking, so the driver brings the right type.
• Unusual items — skis, bicycles, wheelchairs, pets — must be declared in the notes before travel.

8. Passenger conduct

Seat belts must be worn. Smoking, alcohol and illegal substances are not permitted in the vehicle. The driver may end a journey where behaviour is abusive, unsafe or illegal, and no refund is due. You are responsible for any damage or soiling you cause.

9. If a transfer cannot be performed

If no vehicle can be provided, we will inform you as soon as possible and refund you in full. Where a delay or failure is caused by events beyond reasonable control — extreme weather, strikes, road closures, accidents — we will help you find an alternative but are not liable for the consequences of that event.

10. Liability

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be excluded by law. Otherwise our liability in connection with a booking is limited to the amount you paid for it, and we are not liable for indirect losses such as missed flights, missed connections or lost earnings where we performed the transfer as booked.

11. Complaints

Write to bookings@transfer-performance.com within 30 days of travel, quoting your booking reference. We acknowledge every complaint and aim to resolve it within 14 days.

12. Personal data

We handle your data as described in our Privacy Policy.

13. Changes to these terms

We may update these terms. The version in force when you booked is the one that applies to that booking.