Transferhood Booking Conditions

Transferhood acts as an intermediary platform connecting customers with independent transportation service providers. By making a booking, you agree to the following terms and conditions.

The following terms used in this document have the meanings defined in the General Service Terms and Conditions. In case of conflict, the definitions in the General Service Terms and Conditions shall prevail:

1.1 Free Cancellation

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

1.2 No Refund

For cancellations made less than 24 hours before the Pick-up Time, or in case of no-show, the full booking amount will be charged and no refund will be provided.

1.3 Cancellation Procedure

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

1.4 Special Transfer Types

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.

2.1 Standard Transfers

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.

2.2 Airport, Port, and Train Station Transfers

A 60-minute free waiting period is provided for airport and port pick-ups, calculated from the official flight landing time or vessel docking time as reported by the relevant authority, not from the originally agreed pick-up time. A 15-minute free waiting period is provided for train station pick-ups, calculated from the agreed pick-up time.

2.3 Additional Waiting Charges

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. Any additional waiting charges will be collected from the original payment method used for the Booking on the next business day. No direct payment to the driver is required or permitted for waiting time charges.

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

3.1 Cancelled Flights or Trains

In the event of a flight cancellation by the airline, the following applies:

(a) If no alternative flight is offered by the airline or the Customer reasonably refuses the alternative offered, the Customer may request a full refund by providing documentary evidence (airline notification) to support@transferhood.com.

(b) If an alternative flight is accepted by the Customer, the Customer must notify Transferhood as soon as possible and we will attempt to assign a new Carrier for the revised schedule; if no Carrier is available, a full refund will be issued.

The no-show rule shall not apply where the delay is directly caused by a documented inbound flight delay, provided that:

(i) the correct flight number was entered at the time of booking,

(ii) the Customer has notified the Company of the delay as promptly as possible through the Platform or at support@transferhood.com, and

(iii) the delay is confirmed through the Company's flight monitoring system or supporting evidence provided by the Customer.

In such cases, the Company will endeavour to adjust the pick-up time in accordance with the updated arrival time on a best-effort basis, subject to Carrier availability. This does not constitute a guarantee of adjusted service. Customers who fail to enter a flight number or enter an incorrect flight number at the time of booking cannot rely on this exception.

The no-show rule shall not apply where the delay is directly caused by a significantly delayed inbound train, provided that:

(i) the Customer has notified the Company of the delay as promptly as possible through the Platform or at support@transferhood.com, and

(ii) the Customer provides supporting evidence if requested.

In such cases, the Company will endeavour to adjust the pick-up time on a best-effort basis, subject to Carrier availability.

3.2 Missed Flights, Reassignments, or Rerouting

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.

3.3 Booking Changes

Booking changes must be requested through the Platform or by contacting support@transferhood.com, and are subject to Carrier acceptance. Changes requested more than 24 hours before the Pick-up Time will be processed at no additional charge. Changes requested less than 24 hours before the Pick-up Time may incur an additional fee, which will be communicated to you before confirmation.

3.4 Receipt for Refund Claims

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).

4.1 Airport Pick-ups

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.

4.2 Port and Train Station Pick-ups

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.

4.3 Meet & Greet Service Limitations

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.

4.4 Driver Not Found

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.

5.1 Included Distance

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

5.2 Additional Costs Payable by Passenger

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

5.3 Included Costs

Standard highway toll fees are included in the transfer price.

5.4 Bookings Without Exact Address

If a booking 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.

6.1 Passenger No-Show

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.

6.2 Driver No-Show

If the driver fails to arrive:

If the driver arrives after the scheduled Pick-up Time and the passenger agrees to proceed with the service, the passenger may be entitled to a partial refund at Transferhood's discretion. To request a partial refund, the passenger must report the late arrival through the Platform or at support@transferhood.com before the service commences. This is distinct from a driver no-show: a late arrival does not entitle the passenger to a full refund unless the delay constitutes a significant service failure. Full refunds for service failure are governed by Section 13.

6.3 Special Service Requests Not Available

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.

6.4 Driver's Right to Refuse Service

The driver reserves the right to refuse service if:

7.1 Distance Allowance

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

7.2 Driver Availability

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.

7.3 Additional Hours

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

7.4 Return Distance

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.

7.5 Exceeding Limits

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

8.1 Standard Baggage Allowance

Each passenger is entitled to carry, free of charge:

8.2 Vehicle Selection

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.

8.3 Excess Baggage

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.

8.4 Safety Requirements

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.

8.5 Last-Minute Excess Baggage

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.

8.6 Special Baggage Requests

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.

9.1 Vehicle Class

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.

9.2 Vehicle Substitutions

9.3 Vehicle Standards

All vehicles used for transport services are maintained to applicable safety and regulatory standards.

10.1 Rules

The following rules apply to all journeys:

10.2 Non-Compliance

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.

11.1 Child Seat Requests

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.

11.2 Additional Child Seats

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

11.3 Child Information

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

11.4 Cancellation Due to Missing Child Seat

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.

12.1 Availability Check Required

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

12.2 Unconfirmed Requests

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. Where a force majeure event continues for more than 30 consecutive days, either party may request cancellation with a full refund (less any costs already unavoidably incurred) in accordance with Article 15 of the Terms and Conditions. Transferhood will communicate available options to affected customers. For the full description of force majeure conditions and their effects, please refer to Article 15 of our Terms and Conditions.

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.

This Booking Conditions document forms part of and is subject to the General Service Terms and Conditions of Transferhood.

For governing law, jurisdiction, and dispute resolution provisions, Article 16 of the General Service Terms and Conditions shall apply in full.

For any questions, assistance, or to report issues:

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