Transferhood Booking Conditions

Cancellations made more than 24 hours before the scheduled pick-up time are free of charge. A full refund will be processed within 5-7 business days.

For cancellations made less than 24 hours before the scheduled pick-up time, or in case of no-show, the full reservation amount will be charged and no refund will be provided.

To cancel a reservation, the customer must access their personal area on the platform and follow the cancellation procedure on the reservation details page. Only the person who made the reservation can request a cancellation.

Different cancellation rules may apply for special transfer types such as airport, port, or train station transfers. Specific conditions will be communicated during the booking process. For detailed information about cancellations, refunds, and force majeure conditions, please refer to our Cancellation Policy.

A 15-minute free waiting period is provided for all pick-up locations except airports, ports, and train stations, calculated from the agreed pick-up time.

A 60-minute free waiting period is provided for airport, port, and train station pick-ups, calculated from the agreed pick-up time (for airport transfers, this begins when the flight lands).

If the free waiting period is exceeded, an additional fee of up to 45 EUR/USD/GBP may be charged for each additional hour started, subject to driver availability. The driver has discretion over the final surcharge amount. Additional waiting fees must be paid directly to the driver in cash or by credit card.

If the driver is no longer available after the free waiting period, please contact Transferhood Customer Service for assistance.

If your flight or train is cancelled and you are unable to cancel your reservation within the free cancellation period, the transfer will be treated as a no-show and the full amount will be charged.

If you miss your flight or it is reassigned or rerouted to another airport by the airline, the standard cancellation policy applies. This situation will be considered a no-show and you will be charged the full amount.

Changing your booking is only possible if the driver who accepted the reservation agrees. Any additional fees must be discussed and agreed upon directly with the driver. Neither Transferhood nor the driver is obligated to provide an alternative solution.

You can download the payment receipt from your account to request a refund from the party responsible for the flight or train cancellation (e.g., airline, railway company, or travel insurance provider).

For airport pick-ups with a specified flight number, the meeting point will be at the exit assigned to the indicated flight number, after the baggage claim area. The driver will hold a sign displaying the passenger's name.

For port and train station pick-ups, the driver will meet the passenger at the main exit or a pre-arranged location communicated before the service.

In certain circumstances, the Meet & Greet service may be affected by factors beyond the control of the transportation service provider, including but not limited to parking restrictions, construction works, security regulations, or specific terminal rules. Where these external factors prevent the service from being delivered as expected, the customer acknowledges that neither Transferhood nor the service provider shall be held liable.

If the passenger cannot locate the driver at the meeting point, they should immediately contact the driver using the contact details provided, or reach out to Transferhood Customer Service for assistance.

All kilometers/miles required to complete the booked transfer from the designated pick-up location to the final destination are included in the price.

The following costs are not included in the transfer price and must be paid by the passenger:

Standard highway toll fees are included in the transfer price.

If a reservation is made without specifying an exact address (e.g., only an area or postal code), the driver may request an additional fee for any extra distance traveled.

If the passenger does not appear at the agreed pick-up point within the free waiting period and cannot be reached at the phone number provided during booking, it will be considered a no-show. The full trip cost will be charged.

If the driver fails to arrive:

If the driver cannot provide special services (such as child seats, pet transport, or oversized luggage accommodation) that were not previously confirmed, and the passenger chooses to cancel the trip as a result, the full trip cost must still be paid.

The driver reserves the right to refuse service if:

Each reserved hour includes 20 kilometers (12 miles) of travel distance. The total hours booked determines the total distance included.

From the start of your chosen pick-up time until the end of your service, your designated driver will be at your disposal for transfer requests within the included mileage.

If you require additional hours beyond your original booking, please discuss this with your driver or contact Transferhood in advance.

For trips ending in a different city than the starting point, the customer must also consider the distance the driver needs to travel to return to the original city when calculating total distance.

Any extra hours added or distance exceeding the included allowance may result in additional charges, agreed upon with the driver.

Each passenger is entitled to carry, free of charge:

The vehicle dispatched is selected based on the number of passengers and luggage amount indicated during booking. The specific vehicle may accommodate fewer passengers or less baggage than the maximum capacity shown on the platform. We recommend specifying the number of luggage pieces and approximate sizes in the notes field during booking.

Transferhood cannot guarantee that service providers will accept baggage exceeding the standard allowance. No responsibility is accepted for services that cannot be completed due to excess luggage.

For safety reasons and local regulations, all luggage must be placed in the luggage compartment (trunk). Placing luggage in the passenger area is not permitted.

If there are less than 24 hours before pick-up and the passenger has excess baggage, Transferhood will provide the service provider's contact details so arrangements can be made directly. Alternatively, contact Customer Service to arrange an additional booking if feasible.

Requests exceeding standard services (e.g., sports equipment, musical instruments, oversized items) require an availability check. Please contact Transferhood Support or the service provider directly. Standard cancellation policy applies if no availability check was performed and the service cannot be completed.

Vehicle images displayed on the platform are indicative of the vehicle class only. Actual vehicles may vary based on local availability. Complimentary upgrades to a higher vehicle class or greater capacity may occur at no additional cost.

Vehicles used for transport services are maintained to high standards and are no older than 8 years.

The following rules apply to all journeys:

In the event of non-compliance with conduct rules or inappropriate behavior (including vandalism or actions causing unsafe or uncomfortable conditions), the full trip cost remains payable regardless of service completion. The service provider may also request compensation for any vehicle repairs or cleaning required due to damage or soiling caused by the passenger.

If child seats are required (infant seat, child seat, or booster seat), they must be selected during the booking process. One child seat and one booster seat can be provided free of charge when requested at the time of booking.

If more than two child seats are needed, please indicate this in the notes field. Additional charges may apply for extra seats.

To ensure the correct seat size is provided, please include the age and weight of each child in the notes field during booking.

If no child seat was requested (or the request was not made correctly) and the service cannot be completed as a result, the standard cancellation policy applies.

Requests outside standard services (pet transport, wheelchair accessibility, special equipment, etc.) require prior availability confirmation. Please contact Transferhood Support before booking.

Standard cancellation policy applies if an availability check was not performed and the service provider cannot fulfill the special request.

In cases of force majeure, including but not limited to natural disasters, pandemics, acts of terrorism, war, civil unrest, government restrictions, or severe weather conditions, special refund conditions may apply. Transferhood will assess each situation individually and communicate available options to affected customers.

If the transfer service cannot be provided or is significantly delayed due to the fault of Transferhood or the service provider, the full amount paid will be refunded to the customer. This commitment reflects our dedication to customer satisfaction and service quality.

For any questions, assistance, or to report issues:

We recommend contacting us immediately if any issues arise before, during, or after your transfer.