Question 1

How do I determine the pick-up time for my airport transfer?

Accepted Answer

Do not use your flight time as your pick-up time. The pick-up time is not the flight time — it is the time you want to be picked up or dropped off at the airport.

**Notes:**

- It is your responsibility to set an appropriate pick-up time. Failing to account for the journey duration might result in missing your flight.
- If you are unsure how to calculate the journey time, please contact our customer service team for assistance.

By ensuring you leave enough time for the journey, you can avoid last-minute stress and ensure a smooth trip to the airport.

Additional considerations: Consider potential delays due to security checks, baggage claim, and passport control. Always add extra buffer time so your ride will be waiting for you, even if there are unexpected delays.

International travel: Plan for at least 60 minutes after landing to clear procedures and collect your luggage. When traveling to the airport for departure, airlines usually recommend arriving 2 hours before. Add extra time for travel to the airport, accounting for potential delays such as traffic or weather.

Domestic travel: For domestic flights you typically will not go through immigration or customs, so you can expect a shorter wait. If you are only carrying hand luggage, you may need even less buffer time.

General recommendation: We suggest scheduling your ride at least 30 minutes after your flight's landing time. This allows sufficient time to clear customs, immigration, and collect your luggage.

Question 2

What happens if my hourly service ends in a different city than it started?

Accepted Answer

If you book an hourly service with a chauffeur that concludes in a different city from the pickup location, there may be an additional charge to cover the distance required for the chauffeur to return to their city of origin. This charge ensures the chauffeur is fairly compensated for their time and effort. For more information, please get in touch with customer services.

Question 3

How does an Hourly Service work?

Accepted Answer

If you would like a driver at your disposal for several hours, Transferhood offers an hourly booking option. For more information, please get in touch with customer services.

For hourly bookings, ferry and toll fees are not included; those should be covered by the passenger during the ride.

Question 4

How do I apply a discount code to my booking?

Accepted Answer

You can enter a discount code during the third step of the booking process. Discount codes cannot be applied to rides that have already been completed.

Once applied, you will see the discounted amount deducted from the total cost.

Question 5

How do I book a child or booster seat?

Accepted Answer

Child and booster seats must be requested during the booking process. One child seat and one booster seat are available free of charge per booking when selected at the time of booking.

How to request: During the second step of the booking process, select the child seat and/or booster seat option for your vehicle class.

Important: Child safety equipment is only provided when requested at the time of booking. Transferhood and the service provider are not obliged to provide child seats that were not pre-selected. If no child seat was requested and the driver cannot provide one at pick-up, the driver may refuse to carry the child passenger. The standard cancellation policy will apply — no refund will be issued.

To ensure the correct seat size, include your child's age and weight in the "Notes for the Driver" field during booking.

**Additional notes:**

- Maximum one (1) child seat and one (1) booster seat can be provided per booking. If you need more, indicate this in the notes field — additional charges may apply.
- If you forgot to add a child seat, contact Transferhood at least 24 hours before pick-up to request it.

Question 6

When will I receive the chauffeur's contact information?

Accepted Answer

When you book a Transferhood service, you will receive the chauffeur's name and contact information 8 hours before your pickup time. You can also start calling and texting the driver via the application 2 hours before the pickup time.

Question 7

What if I have more luggage than the baggage allowance for my booking?

Accepted Answer

Standard luggage allowance per passenger: one (1) personal item (laptop bag, handbag, camera bag) in the passenger area, and one (1) medium-sized piece of luggage in the luggage compartment.

**If you have excess luggage:**

Any luggage exceeding the standard allowance must be declared at the time of booking. The vehicle assigned is based on passenger count and luggage declared. If excess luggage is not declared at booking, the driver may refuse to transport it — or may refuse the entire service. No refund will be issued in such cases.

Less than 24 hours before pick-up: If you realise you have excess baggage less than 24 hours before pick-up, contact Transferhood and we will provide the service provider's contact details so you can make arrangements directly. Alternatively, contact Customer Service to arrange an additional vehicle.

Important: For safety reasons and local regulations, all luggage must be placed in the luggage compartment (boot/trunk). Luggage may not be placed in the passenger area.

For questions about luggage allowance, contact our customer service team: support@transferhood.com

Question 8

Step-by-step guide to booking a ride with Transferhood

Accepted Answer

Welcome to Transferhood.com. Here is a detailed guide to booking your transfer:

1. Choose your service: At the top of the site, select "Transfers" or "Hourly Service" based on your preference.
2. Enter locations: Input your pickup and drop-off locations or addresses.
3. Date and time: Enter the date and local pick-up time. See "How do I determine the pick-up time for my airport transfer?" above for airport timing guidance.
4. Search for services: Click "Search" to proceed.
5. Select vehicle class: Choose Economy, Standard, or First Class. Each class shows included services, passenger capacity, and luggage allowance.
6. Extras and notes: Enter flight numbers, child/booster seat requirements, and notes for the chauffeur.
7. Continue: Scroll down and click "Continue."
8. Lead passenger details: Provide information about the lead passenger and a preferred name for the customized welcome tag at the airport.
9. Continue: Scroll down and click "Proceed to Payment."
10. Payment: Proceed to payment. Enter any discount codes and billing address. Review the price breakdown and select payment methods.
11. Accept terms: Check the box confirming acceptance of the Terms & Conditions and Privacy Policy.
12. Review and confirm: Verify the summary of your service on screen and ensure all details are correct.
13. Continue: Scroll down and click "Continue."
14. Checkout: Complete payment by entering your card details as prompted.
15. Confirmation: After successful payment, your reservation is confirmed. You will receive a Booking Confirmation email and a voucher by email.
16. Manage your booking: Use "SIGN IN" at the top of the website. Enter the email used during booking and the password from the confirmation email. If booking for someone else, enter their contact details; ensure email and mobile are accurate for updates.
17. Important note: In case of onsite issues, Transferhood will use the provided mobile number to contact the guest.

For further assistance, contact our customer service team. Happy booking with Transferhood! support@transferhood.com

Question 9

Vehicle classes and capacity on Transferhood

Accepted Answer

Transferhood offers a variety of vehicle classes. Here is a breakdown of typical capacities:

- Economy class — Capacity: up to 3 passengers. Luggage: up to 3 medium-sized bags.
- Standard class (Sedan) — Capacity: up to 3 passengers. Luggage: up to 3 medium-sized bags.
- Van Standard — Capacity: up to 7 passengers. Luggage: up to 7 medium-sized bags.
- First Class — Capacity: up to 3 passengers. Luggage: up to 3 medium-sized bags.
- Van First Class — Capacity: up to 6 passengers. Luggage: up to 6 medium-sized bags.
- Minibus — Capacity: up to 12 passengers. Luggage: up to 12 medium-sized bags.

We prioritize safety, and chauffeurs may refuse service if they deem the number of passengers or luggage exceeds safe limits. Please book the appropriate vehicle class for your group and luggage. Vehicle images during booking are illustrative only; actual vehicles may vary and specific models or colours cannot be guaranteed. Drivers may offer complimentary upgrades. For Minibus, transportation may be provided with multiple vans or SUVs if needed.

Question 10

What happens if my vehicle type is changed or substituted?

Accepted Answer

**Vehicle substitutions:**

- A van may be substituted with an SUV of equivalent capacity, and vice versa.
- A Minibus booking (12–16 seats) may be fulfilled using two or more smaller vehicles with equivalent total capacity.
- Complimentary upgrades to a higher vehicle class may occur at no additional cost.
- Specific vehicle models, makes, or colours cannot be guaranteed.

Important — vehicle downgrade: If you receive a vehicle of a clearly lower class than booked, this is a service failure. Report it immediately through the Platform or at support@transferhood.com before the journey begins. You may be entitled to a partial refund.

Additional notes — Minibus: Mercedes Sprinter, Ford Transit, Volkswagen Crafter or similar. Economy: Mercedes C-Class, Ford Mondeo, Toyota Prius, Toyota Corolla, Skoda Octavia, Volkswagen Touran or similar. Van First Class: Mercedes V-Class or similar. Van Standard: Mercedes Vito, Mercedes Viano, Ford Transit Custom, Volkswagen Transporter, Honda Odyssey, Toyota Alphard or similar. First Class: Mercedes S-Class, Audi A8, BMW 7 Series, Lexus LS or similar. Standard: Mercedes E-Class, Audi A6, BMW 5 Series, Lexus ES 350, Tesla (Model 3, Model Y, Model S) or similar.

Question 11

Food and drink policy

Accepted Answer

At Transferhood, passenger safety and comfort are top priorities. We discourage consuming food during transfers to keep vehicles clean.

- Alcoholic drinks: Allowed only with prior consent and in accordance with local laws. If a guest is intoxicated, the chauffeur may ask you to refrain from further consumption; if safety is compromised, the ride may be halted.
- Non-alcoholic beverages: At the discretion of the driver.
- Additional charges: Spillage of food or drinks that requires cleaning may incur an extra charge.
- Complimentary water: All First-Class vehicles include complimentary bottled water.

For further questions, contact our customer service team at support@transferhood.com.

Question 12

How do I request a service that includes transporting an animal or pet?

Accepted Answer

By accurately describing your animal's details and passenger count in the booking notes, you can help us provide the right vehicle and service. For further questions, contact our customer service team.

Question 13

What currency is used to calculate and charge my booking?

Accepted Answer

Transferhood uses a currency converter during booking. Prices displayed may vary with exchange rates. Customers in Europe are charged in Euro, except the United Kingdom (GBP). For the US and other countries, charges are in US Dollars.

Question 14

How far in advance can I schedule a ride?

Accepted Answer

You can book from months ahead down to 8 hours before your needed pickup time, depending on location. We recommend booking as early as possible — ideally before your trip or at least 24 hours before pickup. Changes or cancellations can be made free of charge up to 24 hours before pickup. Contact customer services for advance booking questions.

Question 15

When will I receive my booking confirmation?

Accepted Answer

After completing your booking, you will promptly receive a confirmation email with your reservation number, pickup and drop-off times, billing information, and a password to access your account.

Accessing your account: Log in with the email address and password from the confirmation email to view reservations, payment history, and make changes or cancellations. Use "Forgot password" on the login page if needed.

Customer service is available 24/7 at support@transferhood.com.

Question 16

How long will the chauffeur wait for me?

Accepted Answer

Standard pickups: For hotels or home addresses, your chauffeur will wait up to 15 minutes before departing. Chauffeurs aim to arrive approximately 10 minutes before the scheduled pickup time.

Airport pickups: At airports, your chauffeur includes one hour of complimentary wait time from the scheduled pickup time. Providing your flight number allows the chauffeur to track your arrival and adjust pickup times when possible. For significant delays where waiting is not feasible, we will contact you to discuss alternatives.

Question 17

How can I use the "Notes for the Chauffeur" field?

Accepted Answer

Use this section for important information or special requests. Please write notes in English.

- Assistive devices: Mention wheelchairs or similar devices; include size if large so we can confirm vehicle fit.
- Specific instructions: e.g. parking location or entry details.
- Multiple stops: Specify stops here; additional stops may incur extra charges.

We will do our best to accommodate requests subject to availability and capacity.

Question 18

Are unaccompanied minors allowed to travel with Transferhood?

Accepted Answer

For safety reasons, minors must be accompanied by an adult throughout their journey. There are no exceptions — all minors must travel with an adult.

Question 19

How does Transferhood support travelers with special needs?

Accepted Answer

Transferhood aims to accommodate mobility, vision or hearing impairments, assistive devices, and service animals. When booking, use the "Special Requests/Notes for the Chauffeur" section. For larger devices such as collapsible wheelchairs, include size details. Rigid-frame wheelchairs may not be accommodated.

Book at least 24 hours in advance when possible so we can make arrangements. Mention your assistive device in the notes, including size for larger items such as foldable wheelchairs, so we can ensure a comfortable fit.

For further help, contact us at support@transferhood.com.

Question 20

Is it necessary to indicate the arrival terminal for airport pickups?

Accepted Answer

Yes — include your flight information during booking for a seamless pickup. Enter your departure airport in the pickup location field and your flight number in the corresponding field. We will track your flight and meet you at the arrival terminal.

For further assistance, contact us — we are happy to help.

Question 21

Why is it important to provide my flight number?

Accepted Answer

Important: If you do not enter a flight number at booking, your pick-up time is based solely on the time in your reservation. No automatic adjustment will be made for delays or early arrivals.

Providing your flight number helps us monitor status in real time and endeavour to adjust pickup on a best-effort basis (not guaranteed — depends on carrier availability). It also helps the chauffeur identify the correct terminal for pickup.

Question 22

What should I know about chauffeurs working with Transferhood?

Accepted Answer

Transferhood connects travelers with independent professional drivers and chauffeur companies through local partners. Chauffeurs undergo training, hold required licences, comply with local regulations, and carry appropriate insurance for passengers and themselves during the ride.

Question 23

What languages do Transferhood drivers speak?

Accepted Answer

All Transferhood drivers speak English and the local language of the country where your ride takes place.

Question 24

How can I book a transfer for bulky items (surfboards, bikes, boxes, etc.)?

Accepted Answer

Yes — you can arrange a transfer for bulky items such as surfboards, bikes, and boxes.

Transporting bikes and bike boxes: Book Van Standard class. This vehicle can fit up to 2 passengers, 2 bike bags, and 2 medium-sized pieces of luggage. Ensure bikes are foldable and in appropriate bike bags. Include details in the comment section during booking.

Surfboards and other large items: Contact us at support@transferhood.com with specific details. We will coordinate with the driver and reply with the best solution.

Question 25

How do I add passengers to an existing booking?

Accepted Answer

Contact our customer service team with your request. Increasing passengers may require a larger vehicle and extra charges. We are happy to assist.

Question 26

Unable to find your booking in the app?

Accepted Answer

You may have created a duplicate account. If you have multiple accounts and want to merge them, contact support with: the email addresses of all accounts, your full name, and any booking numbers. Please allow up to 24 hours for the merge to be completed.

Question 27

What should I do if I booked the wrong pickup or drop-off location?

Accepted Answer

Contact customer service via chat or email at support@transferhood.com. Changing the address may incur extra charges.

Question 28

Why does the system say it can't find my address?

Accepted Answer

Use the chat widget on the website (speech bubble, bottom right) for help. When entering an address, choose from the suggestion drop-down so it is recognised correctly.

For "Arrival / Departure Airport, Port, Train Station", select from the listed options — normal or private addresses are not accepted in that field.

Question 29

How can I recover lost property?

Accepted Answer

If you leave something in the vehicle, the chauffeur may contact you directly, or contact Transferhood for assistance. If you have not heard from the driver, contact customer service with ride and item details via phone or online chat.

Question 30

How can I enter or change my flight number?

Accepted Answer

In the app or website, open your booking list, select the booking, and use the edit icon on the flight number field. If you have issues, use the website chat widget (bottom right) or contact customer service.

Question 31

How can I file a complaint?

Accepted Answer

We value your feedback. Contact us via the website chat or email with details about your experience so we can address concerns and improve our service.

Email: support@transferhood.com

Question 32

Is smoking allowed in Transferhood vehicles?

Accepted Answer

Vehicles are strictly smoke-free. Smoking in any form is prohibited, including cigarettes, e-cigarettes, cigars, hookahs, pipes, and similar products. Additional charges may apply if you smoke in the vehicle.

Question 33

What about special routes, tunnels, and ferries?

Accepted Answer

Bookings that include tunnels (e.g. Eurotunnel) or ferries may involve extra fees, typically paid by the passenger at travel time. Standard highway tolls are included; tunnel or ferry fees are not covered.

Be mindful of return journey costs for the driver. Contact us if you need help planning your route.

Question 34

How to reach our customer support team

Accepted Answer

Customer Care is available 24/7. Use the "Contact Customer Support" button in the bottom right of this Help Center, or email us.

Email: support@transferhood.com

Question 35

How to contact your driver

Accepted Answer

Driver details are sent 8 hours before pickup by email and in the application. If you need details sooner, you can check your account starting 24 hours before pickup.

Question 36

Can I bring my own child or booster seat?

Accepted Answer

You may request up to one child seat and/or one booster seat per booking during the second step of booking. If you prefer your own car seat, mention this in "Notes for the Driver" and include how many children are traveling.

Question 37

Where will the driver meet me at the airport?

Accepted Answer

Meet & Greet is offered at most airports on our platform. The chauffeur waits in the arrivals hall of the relevant terminal with a sign showing your name, assists with luggage (porter service), and guides you to the vehicle.

If circumstances change, the driver will contact you with detailed pickup instructions. Provide flight details and any specific meeting instructions when booking.

More information: support@transferhood.com

Question 38

How do I reset my forgotten password?

Accepted Answer

Go to the Login page and click "Forgot password?". Enter your email address to receive a reset link. For further assistance, contact our Support Team.

Question 39

How do I create an account?

Accepted Answer

When you book for the first time, an account is created automatically: your email is your username and you receive a system-generated password in the confirmation email after payment.

To register before booking, use our mobile app (Android / iOS), sign up manually, or use Google or Apple sign-in. Use "Forgot password" if you need to reset access.

Question 40

Accidentally created multiple accounts?

Accepted Answer

Contact support with the email addresses of all accounts, your full name, and booking numbers if applicable. We will help merge accounts; allow up to 24 hours for processing.

Question 41

How do I delete my account?

Accepted Answer

After logging in, go to Security and choose "Delete My Account". You may need to verify your identity. Active bookings must be completed or cancelled first.

- Your account will be permanently deleted within 30 days of the request.
- Certain data (e.g. booking and payment records) may be retained up to 7 years where required by law.
- If your account is inactive for 24 consecutive months, Transferhood may close it after prior email notice.

For manual deletion requests: support@transferhood.com — processed within 30 days.

Question 42

Why has my credit card been declined?

Accepted Answer

**Possible reasons include:**

- Bank approval required for the transfer service.
- Incorrect card details (name, number, CVV, expiry).
- Invalid or expired card.
- Card reported stolen.
- Insufficient funds or card limit reached.
- Technical connection issues between our site/app and your bank.
- Card blocked for online transactions.
- Card type not accepted by our system.

Next steps: Retry with correct details. For card-specific issues, contact your bank directly.

Question 43

Where can I enter my invoice details?

Accepted Answer

During booking, use the invoice section to enter company or individual name, address, and contact details so invoices can be generated correctly. Review all fields before continuing.

Question 44

When will I receive my invoice?

Accepted Answer

You can download your payment receipt immediately after booking from your travel account. If you requested an invoice at booking, it is typically available for download from your account 24 hours after your transfer is completed.

If you did not request an invoice during booking, you may need to contact the driver assigned to your service.

Question 45

Do I need to tip the driver?

Accepted Answer

No — tipping is not required; website prices include the tip for drivers. You may give an additional tip directly to your chauffeur for exceptional service at your discretion.

Question 46

When will I be charged for my ride?

Accepted Answer

We verify your payment details first. Once confirmed, your card is charged immediately for the full booking amount. If you cancel up to 24 hours before pickup, the full amount is refunded to your card.

PayPal: the charge is applied immediately (no separate pre-authorization step). Free cancellation up to 24 hours before service still applies.

Question 47

Why are prices listed in different currencies?

Accepted Answer

We list prices in multiple currencies for global customers. A currency converter is used — exchange rates fluctuate, so displayed prices are approximate guidance.

- Europe (excluding UK): charged in EUR.
- United Kingdom: charged in GBP.
- United States: charged in USD.
- All other locations: charged in EUR.

The converter may not reflect real-time rates at all times.

Question 48

What payment methods are available?

Accepted Answer

- Credit/Debit cards: Visa, Mastercard, Maestro, American Express.
- Digital wallets: Google Pay, Apple Pay, PayPal (PayPal only in EUR, GBP, or USD).
- Cash payments are not available.

Questions: support@transferhood.com

Question 49

How can I modify the date or time of my booking?

Accepted Answer

Log in with the email and password from your confirmation email. On "Manage Your Booking", you can change pick-up date and time free of charge up to 24 hours before pick-up. You can also update via the mobile app.

Within 24 hours of pick-up, online modification may be unavailable — contact us via chat for last-minute changes. Extra stops or destination changes may cost extra.

Question 50

How do I cancel my ride?

Accepted Answer

You can cancel free of charge up to 24 hours before scheduled pick-up. Cancellations within 24 hours before pick-up are non-refundable.

Log in, open the booking, and use "Cancel Booking" while still within the refundable window. Outbound and return journeys must be cancelled separately. Bookings must be cancelled by the customer; associates cannot cancel on your behalf.

Question 51

What is your cancellation policy?

Accepted Answer

Free cancellation (more than 24 hours before pick-up): Full refund, typically within 5–7 business days.

No refund period (24 hours or less before pick-up): Cancellations within 24 hours of pick-up, or no-shows, are charged the full booking amount. No refund.

Cancellation procedure: The customer must cancel via the reserved area on the platform as shown on the reservation details page. Only the customer who made the reservation may request cancellation.

Different rules may apply for specific transfer types (airport, port, train); details are provided at booking.

Reservation modifications: Changes to date, time, route, etc. are evaluated under the current cancellation policy and may be treated like a new booking process.

Force majeure: For extraordinary events outside anyone's control, you may cancel without penalty and receive a full refund minus unavoidable costs already incurred. If the situation continues more than 30 consecutive days, either party may cancel in writing with refund within 5–7 business days. Contact support@transferhood.com as soon as possible if this may apply.

Service commitment: If transport cannot be provided or is significantly delayed due to reasons attributable to the service provider, the full amount paid will be refunded.

Question 52

What is a no-show and what happens if I do not show up?

Accepted Answer

A no-show occurs when all of the following apply: (1) you do not arrive within the applicable waiting period (60 minutes at airports/seaports; 15 minutes at other points); (2) the driver cannot reach you; (3) the driver departs. A cancellation less than 24 hours before pick-up is also treated as a no-show.

In a no-show, the full booking amount is charged and no refund is issued. If you are late or cannot find your driver, contact them immediately using the details in your confirmation. Ensure your flight number is entered correctly for flight tracking.

Question 53

What if my driver doesn't show up or arrives late?

Accepted Answer

If the driver has not arrived at the scheduled time: (1) call the driver using the number in your confirmation; (2) if unreachable, report to Transferhood within 15 minutes of scheduled pick-up via the Platform or at support@transferhood.com.

We will try to assign an alternative driver quickly and keep you informed. If we cannot arrange an alternative, you receive a full refund within 5–7 business days.

Late arrival: If you still wish to travel, you may be entitled to a partial refund — report late arrival via the Platform or email before the journey begins. Reports more than 15 minutes after scheduled pick-up may limit alternatives or claims.

Question 54

What if my train is delayed or cancelled?

Accepted Answer

Train delay: If your inbound train is significantly delayed, the standard no-show rule may not apply if you notify Transferhood promptly via the Platform or email and provide supporting evidence if requested. We will endeavour to coordinate a revised pickup (not guaranteed).

Train cancellation: If the operator cancels your train and no acceptable alternative is offered, you may cancel your Transferhood booking free of charge with a full refund within 5–7 business days — notify us as soon as the cancellation is confirmed.

If you miss your train for reasons within your control, the standard cancellation policy applies.

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