These General Terms govern the booking, confirmation and performance of passenger transport by taxi and chauffeur-driven vehicle within Italy, as well as on international routes, including journeys between Italy, Switzerland and France.
The contract of carriage is concluded between the Carrier and the Customer on the basis of a confirmed booking. These General Terms form an integral part of that contract and apply together with the details of the specific booking, including the route, date, time, price and other agreed conditions of the journey.
If one person makes a booking for several passengers, the Customer must provide accurate information necessary for the transport and communicate the essential conditions of the journey to the passengers.
1. Definitions
Carrier means the natural or legal person performing the passenger transport in accordance with applicable law and the details stated in the booking confirmation.
Customer means the person who makes and confirms the booking for transport.
Passenger means the person who directly uses the transport service. The Customer and the Passenger may be the same person.
Booking means the conditions of a specific transport service agreed by the parties, including the route, date, time, number of passengers, price and other material parameters.
Transfer means passenger transport booked in advance between agreed points of departure and destination.
2. Subject of the contract
The Carrier undertakes to perform passenger transport along the agreed route, and the Customer undertakes to provide the necessary information and pay for the service in accordance with the confirmed booking.
The transport may include city journeys, airport transfers, journeys to and from railway stations, intercity routes, journeys to hotels, tourist areas, private addresses, business locations and other agreed destinations.
International transport is performed where the relevant route can be carried out and the legal requirements of the countries through which the journey passes are met.
3. Making a booking
To make a booking, the Customer provides the information necessary to perform the transport: pick-up location, destination, date and time of travel, number of passengers, contact details and other material information.
For airport transfers, the flight number, airport of arrival, scheduled arrival time and information necessary to organise the meeting may also be requested.
If there is oversized luggage, sports equipment, pushchairs, wheelchairs or other items requiring additional space or special transport conditions, the Customer must provide this information before the booking is confirmed.
Until confirmation is received, the request is treated as an enquiry and does not in itself create an obligation to perform the transport.
4. Booking confirmation and conclusion of the contract
The contract of carriage is considered concluded once the booking has been confirmed by the Carrier.
The confirmation must make it possible to identify the principal conditions of the journey, including at least the route, date and pick-up time. The price of the transport is stated in the confirmation or communicated separately to the Customer before final confirmation of the booking.
The Customer must check the information received. If an error is found in the address, date, time, number of passengers or other material conditions, the Customer must report it before the journey begins.
Changes to a booking are considered agreed only after they have been confirmed by the Carrier.
5. Price of transport
The price is determined taking into account the route, distance, duration of the journey, type of vehicle, number of passengers, volume of luggage, additional stops, waiting time, international nature of the route and other circumstances directly affecting performance of the transport.
If the price is confirmed as fixed, it applies to the agreed route and booking conditions.
A change to the route at the Customer’s request, additional stops, a change of final destination or another material increase in the scope of the service may result in a change to the price.
Any additional price must correspond to the conditions of transport that have actually changed.
6. Payment
The method and procedure for payment are determined during booking or confirmation of the booking.
Payment may be made in advance or in connection with performance of the journey, depending on the conditions of the specific booking.
If the Customer changes the agreed route or requests additional services, the corresponding additional costs may be included in the final price.
7. Vehicle pick-up
The vehicle is provided at the agreed place and at the agreed time.
The Customer must specify a location where the vehicle can stop lawfully and passengers can board safely.
If access to the specified point is impossible because of traffic restrictions, police requirements, airport or railway station rules, hotel rules, private property restrictions or other objective circumstances, the meeting point may be moved to the nearest accessible location.
The Passenger must be ready to board at the agreed time.
8. Airport meeting
For an airport transfer, the meeting point is determined taking into account the rules of the relevant airport.
If the Customer has provided a flight number, the Carrier may use publicly available flight information to take account of changes to the arrival time.
Flight tracking does not guarantee immediate receipt of information about every change, including diversion of the aircraft, cancellation of the flight, change of arrival airport or other operational decisions of the airline or airport.
If the Passenger becomes aware of a material change to the flight that may affect performance of the transport, the Passenger must inform the Carrier.
9. Waiting for the Passenger
The conditions and duration of waiting time included in the price may vary depending on the type of journey and are communicated during booking or confirmation.
If the Passenger does not appear at the agreed location within the applicable waiting time, the Carrier may contact the Passenger using the contact details provided.
Additional waiting beyond the agreed period may be charged separately.
If the Passenger does not appear and cannot be contacted, the booking may be treated as unused because of passenger no-show in accordance with the conditions of the specific booking.
10. Journeys to airports, railway stations and events
If the journey is connected with the need to arrive by a specific time, the Customer independently chooses a pick-up time with a sufficient margin.
Normal traffic conditions, possible congestion, check-in time, security procedures, border procedures and other circumstances relevant to the specific journey should be taken into account when planning.
The Carrier takes reasonable measures to comply with the agreed schedule, but the actual travel time depends on traffic conditions and other external circumstances.
11. Luggage
The Customer must accurately state the approximate quantity and nature of the luggage.
The volume of luggage must be compatible with the technical capacity of the booked vehicle.
Oversized luggage, sports equipment, bicycles, wheelchairs, pushchairs and other items requiring additional space must be agreed in advance.
The Carrier may refuse to carry items prohibited by law, items presenting a safety risk or items that make it impossible to transport passengers and luggage safely.
12. Transport of children
Travel with children must be declared when making the booking.
The Customer must provide the child’s age or other information necessary to determine the appropriate child restraint system.
Children are transported in compliance with the legal requirements applicable in the territory where the relevant part of the journey is performed.
13. International transport
For an international journey, every Passenger must have valid documents required to cross state borders and stay in the relevant countries.
The Passenger is responsible for having a valid passport, visa, entry authorisation, residence permit and any other required documents.
The Carrier is not responsible for refusal of entry or exit, delay at the border or inability to continue the journey due to missing or invalid documents.
Border and customs controls, police action and other measures by public authorities may affect the duration of an international route.
14. Passenger conduct
Passengers must comply with applicable law, safety requirements and lawful instructions of the driver connected with safe performance of the transport.
A Passenger must not create a risk to the driver, other passengers, the vehicle or road safety.
Aggressive conduct, intentional damage to the vehicle, carriage of prohibited items and requests that the driver violate the law or traffic rules are not permitted.
If an immediate safety risk arises, the Carrier may refuse to begin the transport or terminate it at a safe location.
15. Damage and soiling of the vehicle
The Passenger is responsible for damage caused to the vehicle through the Passenger’s fault within the limits established by applicable law.
If the interior, equipment or other parts of the vehicle are damaged, the Carrier may claim reimbursement of documented expenses.
If special cleaning of the vehicle is required because of the Passenger’s actions, the corresponding cleaning costs may also be claimed from the responsible person to the extent permitted by law.
16. Changes to a booking
The Customer may request a change to the date, time, pick-up location, final destination, number of passengers or other conditions of the booking.
The possibility of making the change depends on vehicle availability, the operating schedule and the technical possibility of performing the journey under the new conditions.
Until the changes are confirmed, the original booking conditions remain in force.
If the change increases the route or the scope of the service, the price may be recalculated.
17. Cancellation of a booking
The Customer may cancel the booking before the transport begins.
The cancellation conditions, including any charge for late cancellation or no-show, must be communicated to the Customer before final confirmation of the booking.
Any charge should take into account the time of cancellation, costs incurred and the actual loss of the opportunity to use the reserved vehicle for another booking.
If the Carrier cancels a confirmed booking and the transport has not been performed, any amount paid for the unprovided service is refunded in accordance with applicable law.
18. Circumstances beyond the Carrier’s reasonable control
Performance of the transport may be affected by road accidents, congestion, road closures, weather conditions, natural events, strikes, public events, traffic restrictions, border controls, decisions of public authorities and other circumstances that cannot reasonably be prevented or controlled.
If such circumstances arise, the Carrier takes reasonable measures to continue the transport, change the route or agree another solution where this is possible and safe.
An estimated arrival time is not an unconditional guarantee of arrival at a particular minute where circumstances beyond the Carrier’s reasonable control exist.
19. Liability of the parties
The Carrier is responsible for proper performance of the transport in accordance with the confirmed booking and applicable law.
The Customer is responsible for the accuracy of the information provided during booking.
The Carrier is not responsible for consequences of incorrect or incomplete information supplied by the Customer, including an incorrect address, wrong date or time, incorrect flight number, number of passengers or luggage information.
No provision of these General Terms excludes or limits liability where such exclusion or limitation is prohibited by mandatory law.
20. Personal data
Personal data of the Customer and Passengers is processed only to the extent necessary for receiving the booking, communicating with passengers, organising and performing the transport, processing payments, complying with legal requirements and resolving matters connected with the specific booking.
Personal data is processed in accordance with applicable data protection law and the current Privacy Policy.
21. Electronic communication
Communication between the Customer and the Carrier may take place by email, telephone, messaging applications, website forms and other agreed communication channels.
A message is considered connected with a specific booking if the relevant journey can be identified from its content or the contact details used.
The Customer must provide valid contact details and ensure that communication is possible before the transport begins.
22. Complaints
A complaint concerning a specific transport service must contain information enabling the booking to be identified, a description of the circumstances and the Customer’s request.
Complaints are considered within the periods and according to the procedure established by applicable law.
Submitting a complaint does not limit a consumer’s right to contact competent public authorities or use other remedies available under law.
23. Consumer rights
If the Customer is a consumer, these General Terms do not limit mandatory rights granted by European Union law and the law applicable to the relevant contract.
If any provision of these General Terms conflicts with a mandatory rule of law, the mandatory rule applies and the remaining provisions continue to apply to the extent permitted by law.
24. Applicable law
The law applicable to the specific contract is determined in accordance with mandatory legal rules and the rules of private international law.
A choice of applicable law may not deprive a consumer of protection granted by mandatory provisions of the law of the country of the consumer’s habitual residence where such protection applies.
25. Dispute resolution
The parties seek to resolve disagreements relating to a booking or performance of the transport through direct consideration of the complaint and exchange of the information required to resolve the matter.
If the dispute cannot be resolved in this way, it is considered by the competent court or other competent body in accordance with the applicable jurisdiction rules.
Mandatory consumer rights to bring proceedings before a court provided for by law are not limited by these General Terms.
26. Changes to the General Terms
These General Terms may be amended because of changes in law, the manner in which services are provided, booking methods or other conditions of the Carrier’s activity.
The version of the General Terms in force at the time the booking was confirmed applies to the specific transport service unless mandatory law provides otherwise.
27. Carrier details
The Carrier’s full legal name, registered address, registration details, tax number, contact details and other mandatory information are stated in the relevant section of the website, in the booking confirmation or in another document supplied to the Customer in accordance with applicable law.
