Service policy

Waiting time included

For airport pickups, you get 60 minutes of free waiting, counted from the actual landing time of your flight. That covers passport control, baggage and customs, so you are never under pressure. Your chauffeur tracks the flight and adjusts to delays at no extra cost.

For train station pickups, 15 minutes of waiting are included from the agreed pickup time, enough to step off the train and reach your chauffeur.

For any pickup at a home, office or hotel address, 15 minutes of waiting are included from the agreed pickup time. That is ample for a calm departure without watching the clock.

For hourly hire (your chauffeur at your disposal), a 15 minute tolerance is offered on top of the time you reserved. Beyond that, each hour started past your booked hours is billed at your booking's hourly rate (75 EUR/h in E-Class).

Once the free waiting is used up, extra time is billed at the hourly rate, about 18.75 EUR per 15 minutes in E-Class (the 75 EUR/h rate divided by four). You only ever pay for time genuinely used, and the rate is the same one shown at booking.

No-show

If you cannot be reached at the pickup, your chauffeur waits before leaving: a 30 minute tolerance at a home or address, and a longer 60 minute tolerance at an airport or train station. After that window passes with no contact, the ride is treated as a no-show and the service is due in full. Note: at a station the free waiting is 15 minutes, while the no-show tolerance is a separate, longer 60 minutes. The two work in your favour.

Cancellation and refunds

• Cancel more than 48 h before the pickup time and you are refunded 100%, in full.
• Cancel between 24 h and 48 h before the pickup and 50% is refunded.
• Cancel less than 24 h before the pickup and the booking is non-refundable, as the chauffeur and vehicle are already committed to you.

You can change your booking before pickup. For an equivalent trip, the price stays the same. If the new trip is longer or needs a larger vehicle, you pay only the difference. If it is shorter or smaller, the price stays the same, with no surcharge and no refund of the difference.

Multi-day packs

For a multi-day pack, each reserved day is treated on its own and refunded according to its own date against the 48 h and 24 h thresholds, never as a single block. Cancelling one day does not affect the others.

Flight cancellation

If your flight is cancelled and you tell us more than 12 h ahead, you are refunded in full. If you tell us less than 12 h ahead, we rebook your transfer on your next flight at no extra cost, so you still travel as planned.

Pricing

Your price is locked at the moment you book and never changes afterwards. There is no surge pricing, ever. Everything is included: tolls, parking, the meet and greet with a name sign, and the free waiting described above. The amount you confirm is the amount you pay.