Şartlar ve Koşullar
GENERAL PROVISIONS
- Before requesting a service offered electronically, customers should make sure that they have read and understood the Terms and Conditions. If customer does not understand Terms and Conditions, we strongly recommend contacting our Customer Support Team, available via Email, via WhatsApp, Social Media and via Telephone numbers indicated in Contact section. Main language of the website is in English.
- Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. Pick-up point of a transfer can be an airport, marine, railway or bus station. The second point of transfer should be one of the destinations from our list, with an exact address. If the pick up location is not listed in our booking system, client is supposed to made a custom transfer request (see chapter Special Transfer Request). Speacial transfer request is subject of special terms and conditions that will be submitted to customers along with the offer.
- Journey can be One-way, Return and per hour.
- After entering into a contractual obligation with Protso Transfer, we will handle all necessary formalities to arrange the transfer service. Such contract will be considered confirmed once the transfer service supplier accepts the transfer request and notifies Protso Transfer customer by an email confirmation.
SERVICES
- Protso Transfer offers services as an agent for contracting of private transfers for an individual or groups, through its website.
- The only Protso Transfer responsibility is as a mediator for the parties concerned – customers (hereinafter referred as passenger, client or customer) and suppliers (hereinafter referred to as a driver, transfer service supplier or supplier).
TYPES OF TRANSFER
Private transfers can be provided with following vehicles: sedan, minivan, minibus and bus.
Transfer prices are per vehicle.
Unlimited number of passengers. Type of a transfer service from the airport to a predefined destination and vice versa. Transfer prices are per person.
- Airport Shuttle Bus Transfer
Unlimited number of passengers. Transfer prices are per person. Transfer from the airport to the city center or vice versa.
SERVICE CLASSES
Vehicle: up to -5 years old vehicle, any vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 5 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 3 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio, leather or high quality seat,
Driver: neat & polite, English speaking driver, suite and tie
Service: meet & great, help with luggage, music on request, bottle of water, snacks or chocolates or candies, daily news or magazines, umbrella in case of snow.
ONLINE BOOKING PROCEDURE
- A person who makes a reservation must be over 18 and have a valid credit / debit card.
- Reservation is supposed to be made at least 48 hours before the time of the transfer. As an exception, transfer can be booked in less than 48 hours, through custom transfer request, special terms and conditions will be applied.
- Transfer is supposed to be booked online, by filling all the necessary details.
- A person who enters the data is responsible for their validity. Protso Transfer holds no responsibility for incorrectly entered or wrong information.
- A person who enters the data in front of the group accepts the Terms and Conditions in the name of the group.
- People with special needs such as disabled people with wheelchairs are obligated to specify that in a reservation form in order to ensure appropriate vehicle. In this case a price may be higher.
- Booking is completed when a customer receives an email confirmation mail. A Customer is obligated to check all data provided in the confirmation. If any irregularities are noticed on the received confirmation, customer must inform the Customer Service in written form, by sending an email. Please note that successful booking does not mean confirmed reservation.
- Reservation is confirmed and legally binding when customer receives drivers confirmation with necessary details, only then reservation will be considered as valid. If a reservation is not accepted and the payment is completed, the full amount will be returned within 30 days.
CUSTOM TRANSFER REQUEST
- Custom transfer request can be used, if customer is unable to book a transfer service online directly.
- Custom transfer request refers to a request for a special transfer service that should be sent by email in written form, directly to the Customer Support Service.
- Custom transfer request can be subjected to special terms and conditions that will be submitted to customers along with the offer.
LUGGAGE
- Each passenger is permitted to bring the standard suitcase 158 cm (the sum of the length, height and width) or travel bag, and one piece of hand luggage (total of two pieces of luggage). Luggage must be properly marked with the name and surname of a passenger.
- Additional luggage is extra charged, prices are listed in a booking form. Customer is required to provide accurate information about the additional luggage on the booking form.
- The Driver is not obligated to transport any luggage that was not declared in the reservation if there is not enough space in the vehicle.
- The driver is not responsible for the content of the luggage. Neither transfer service supplier nor any of its contracted or subcontracted drivers will accept responsibility for loss or damage of the luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times if accompanying the luggage on the journey.
- It is highly recommended not to transport fragile or valuable objects ( Jeweller, Money, Precious Metals, Valuable Documents, etc.) as they might be damaged during the transfer service.
- In the case of luggage damage or loss, Protso Transfer cannot be held liable under any circumstances, as the transport of luggage and other personal items is done solely to the customer’s risk. Such type of risk should be covered by private insurance purchased by the customer before departure.
CHILDREN ON TRANSFER
- Children under 12 cannot use our service unless they are accompanied by an adult. Children from 12 to 18 years must have a written permission of a parent.
- When the customer is traveling with minors, Protso Transfer must be informed about it and if necessary, they must be transferred using a child / baby seat, as regulated by laws of the country in which the service is provided.
- Seats for infants are free of charged Since the child seat takes up one seating place in a vehicle, the child count as an adult passenger
CONTACT PROCEDURES
- During the booking process, as well as after the provided service, only e-mails are considered to be a valid form of communication.
- Accuracy of provided data is of crucial importance for a contracted transfer, especially correct email address and available contact phone.
- Customer is required to contact the driver or Protso Transfer Customer Service if there is any problem that prevents him/her to arrive to the meeting point.
PAYMENT METHOD
- The standard payment method is in cash directly to the driver, unless a different form of payment was agreed in advance and confirmed in written form after the booking is made.
- Only the driver can receive cash payment for booked transfers. Other acceptable payment methods are 1. Credit card 2. Bank transfer
- All payment methods except cash payment may be a subject to additional transaction costs (banking costs, online commission costs).
TRANSFERS
After landing customer has 40 minutes for luggage collection. If after 40 minutes customer is not at the meeting point, he is supposed to contact the driver.
Driver is obligated to wait for maximum 60 minutes (just in case of flight delays, all other reasons include contacting phone number). Waiting longer than 60 minutes will be considered as an additional cost for the driver, which will be charged on the spot.
Driver is supposed to wait for the customer at meeting point, with a board with customer’s name on it.
Customer is required to show booking confirmation to the driver before boarding a vehicle, along with a valid document that proves customer’s identity (identity card, passport, driving licence). The voucher can be printed out or presented to the supplier on some digital device (mobile phone, tablet, laptop).
- If the customer is not able to find a driver at the agreed spot, the customer must contact our Call Center emergency phone number provided in the booking confirmation or driver directly on the phone number provided on the drivers confirmation. In the case of a dispute, a record of phone calls provided by Protso Transfer telephone service supplier shall be used as a proof.
- If the driver is unable to access the indicated pick up address, customer must come to the closest possible accessible location. In such a case transfer costs will remain the same and there will be no partial or total reimbursement.
- Other transfers
This type of the transfer is used in situations when starting or ending point of transfer is not an airport, but any other address in city, village, resort ect.
The driver is supposed to wait for the client on agreed address, maximum 20 minutes after pick-up time.
Combined transfers involve a combination of the following types of transportation: vehicle, ferry, water taxi, airplane ect.
Prices include both means on transportation.
When transfer includes ride from the airport to the island, it will be provided with one vehicle from the airport to the ferry port and with the ferry to the island. When the passenger arrives to the island, he will be transported with another vehicle to the final drop-off address.
In situation when the customer require one car from the airport to the address on island, price of the transfer will increase.
FORCE MAJEURE
- Protso Transfer will not accept liability and will not pay any compensation where the performance of our obligations or the Transfer provider’s obligations is prevented or affected directly or indirectly by or as a result of force major or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.
CHANGES
- Each requested change regarding transfer booking details must be sent in written form, by an email to transfer@protso.com. Reservation code needs to be clearly stated in each request.
- All of the following changes are subject of driver’s confirmation and availability: transfer date, time, address (route), number of passengers and luggage. Both Protso Transfer and driver reserve the right to cancel the booking if requested change can not be confirmed.
- Administrative fees will be applied in following situations:- After second requested change, every following will be charged up to EUR 5,00- Changes requested in time period less than 24 hours before the transfer pick up time, can be charged up to EUR 15,00
- From the moment when contract becomes legally binding, the Customer is obliged to inform our Customer Service Support of any incorrect transfer details in time period not less than 24 hours prior to the Transfer Service pick up. Notification made within 24 hours prior the Transfer Service pick up time can be charged up to EUR 30.00
- The following changes are subject of an extra cost, on the spot, needs to be paid in cash:- additional luggage which is not in accordance with our Terms and Conditions- special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.- extra passenger(s), if the Customer Service Support was not informed about the change- changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.- unplanned stops during the transfer- additional pick-up or drop-off address not stated in the transfer booking
CANCELLATION
- Every cancellation needs to be requested in written form and sent to transfer@protso.com. Reservation code has to be clearly stated in each cancellation request. Cancellation requested over the phone call or via online chat support will not be taken into consideration
- Cancellation fees will be applied in following situations:- if transfer is about to be cancelled 48 hours and more before the transfer time, Protso Transfer will refund 85 % of total transfer price. (Handling fee 15%)- if cancellation request has been sent between 48 and 24 hours before the pick up time, Protso Transfer will refund 50% of total transfer price.- if transfer is about to be cancelled 23 hours and 59 minutes and less prior the transfer time, Protso Transfer will keep prepaid amount and refund will not be processed.
- Refund process will not be executed for cancellations received less than 24 hours before the scheduled transfer time. In these situations, we will email you a cancellation note that can be used in order to settle the costs from your tour operator, airline or travel insurance company.
- In case of no-show (client does not show up for a scheduled transfer on time) Protso Transfer reserves the right to charge the total amount of transfers price. If the amount prepaid is less than the total amount of the booked transfer, Protso Transfer reserve the right to charge total amount of the transfer price.
TRAVEL INSURANCE
- We highly recommend arranging travel insurance that meets your needs. Please read all the contract details and print the documentation so it can be carried with you. Comprehensive travel insurance will cover you for many unforeseen situations that can be beyond your control.
COMPLAINTS
- All claims or complaints related to a particular transfer service must be send in writing to transfer@protso.com, no later than 28 days after the service has been performed.
- Protso Transfer will respond to each complaint as soon as we receive relevant evidence and drivers reports.
- In the event that the transfer service has not been provided, Protso Transfer is obliged to make a refund of prepaid amount, in full.
- If the client is entitled to a refund, it is supposed to be processed within 30 days.
- Protso Transfer will not consider any verbal agreement between client and driver. Verbal agreements must be confirmed subsequently in written form (e-mail), otherwise will not be considered as valid.
Şartlar ve Koşullar
GENERAL PROVISIONS
- Before requesting a service offered electronically, customers should make sure that they have read and understood the Terms and Conditions. If customer does not understand Terms and Conditions, we strongly recommend contacting our Customer Support Team, available via Email, via WhatsApp, Social Media and via Telephone numbers indicated in Contact section. Main language of the website is in English.
- Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. Pick-up point of a transfer can be an airport, marine, railway or bus station. The second point of transfer should be one of the destinations from our list, with an exact address. If the pick up location is not listed in our booking system, client is supposed to made a custom transfer request (see chapter Special Transfer Request). Speacial transfer request is subject of special terms and conditions that will be submitted to customers along with the offer.
- Journey can be One-way, Return and per hour.
- After entering into a contractual obligation with Protso Transfer, we will handle all necessary formalities to arrange the transfer service. Such contract will be considered confirmed once the transfer service supplier accepts the transfer request and notifies Protso Transfer customer by an email confirmation.
SERVICES
- Protso Transfer offers services as an agent for contracting of private transfers for an individual or groups, through its website.
- The only Protso Transfer responsibility is as a mediator for the parties concerned – customers (hereinafter referred as passenger, client or customer) and suppliers (hereinafter referred to as a driver, transfer service supplier or supplier).
TYPES OF TRANSFER
Private transfers can be provided with following vehicles: sedan, minivan, minibus and bus.
Transfer prices are per vehicle.
Unlimited number of passengers. Type of a transfer service from the airport to a predefined destination and vice versa. Transfer prices are per person.
- Airport Shuttle Bus Transfer
Unlimited number of passengers. Transfer prices are per person. Transfer from the airport to the city center or vice versa.
SERVICE CLASSES
Vehicle: up to -5 years old vehicle, any vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 5 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 3 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio, leather or high quality seat,
Driver: neat & polite, English speaking driver, suite and tie
Service: meet & great, help with luggage, music on request, bottle of water, snacks or chocolates or candies, daily news or magazines, umbrella in case of snow.
ONLINE BOOKING PROCEDURE
- A person who makes a reservation must be over 18 and have a valid credit / debit card.
- Reservation is supposed to be made at least 48 hours before the time of the transfer. As an exception, transfer can be booked in less than 48 hours, through custom transfer request, special terms and conditions will be applied.
- Transfer is supposed to be booked online, by filling all the necessary details.
- A person who enters the data is responsible for their validity. Protso Transfer holds no responsibility for incorrectly entered or wrong information.
- A person who enters the data in front of the group accepts the Terms and Conditions in the name of the group.
- People with special needs such as disabled people with wheelchairs are obligated to specify that in a reservation form in order to ensure appropriate vehicle. In this case a price may be higher.
- Booking is completed when a customer receives an email confirmation mail. A Customer is obligated to check all data provided in the confirmation. If any irregularities are noticed on the received confirmation, customer must inform the Customer Service in written form, by sending an email. Please note that successful booking does not mean confirmed reservation.
- Reservation is confirmed and legally binding when customer receives drivers confirmation with necessary details, only then reservation will be considered as valid. If a reservation is not accepted and the payment is completed, the full amount will be returned within 30 days.
CUSTOM TRANSFER REQUEST
- Custom transfer request can be used, if customer is unable to book a transfer service online directly.
- Custom transfer request refers to a request for a special transfer service that should be sent by email in written form, directly to the Customer Support Service.
- Custom transfer request can be subjected to special terms and conditions that will be submitted to customers along with the offer.
LUGGAGE
- Each passenger is permitted to bring the standard suitcase 158 cm (the sum of the length, height and width) or travel bag, and one piece of hand luggage (total of two pieces of luggage). Luggage must be properly marked with the name and surname of a passenger.
- Additional luggage is extra charged, prices are listed in a booking form. Customer is required to provide accurate information about the additional luggage on the booking form.
- The Driver is not obligated to transport any luggage that was not declared in the reservation if there is not enough space in the vehicle.
- The driver is not responsible for the content of the luggage. Neither transfer service supplier nor any of its contracted or subcontracted drivers will accept responsibility for loss or damage of the luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times if accompanying the luggage on the journey.
- It is highly recommended not to transport fragile or valuable objects ( Jeweller, Money, Precious Metals, Valuable Documents, etc.) as they might be damaged during the transfer service.
- In the case of luggage damage or loss, Protso Transfer cannot be held liable under any circumstances, as the transport of luggage and other personal items is done solely to the customer’s risk. Such type of risk should be covered by private insurance purchased by the customer before departure.
CHILDREN ON TRANSFER
- Children under 12 cannot use our service unless they are accompanied by an adult. Children from 12 to 18 years must have a written permission of a parent.
- When the customer is traveling with minors, Protso Transfer must be informed about it and if necessary, they must be transferred using a child / baby seat, as regulated by laws of the country in which the service is provided.
- Seats for infants are free of charged Since the child seat takes up one seating place in a vehicle, the child count as an adult passenger
CONTACT PROCEDURES
- During the booking process, as well as after the provided service, only e-mails are considered to be a valid form of communication.
- Accuracy of provided data is of crucial importance for a contracted transfer, especially correct email address and available contact phone.
- Customer is required to contact the driver or Protso Transfer Customer Service if there is any problem that prevents him/her to arrive to the meeting point.
PAYMENT METHOD
- The standard payment method is in cash directly to the driver, unless a different form of payment was agreed in advance and confirmed in written form after the booking is made.
- Only the driver can receive cash payment for booked transfers. Other acceptable payment methods are 1. Credit card 2. Bank transfer
- All payment methods except cash payment may be a subject to additional transaction costs (banking costs, online commission costs).
TRANSFERS
After landing customer has 40 minutes for luggage collection. If after 40 minutes customer is not at the meeting point, he is supposed to contact the driver.
Driver is obligated to wait for maximum 60 minutes (just in case of flight delays, all other reasons include contacting phone number). Waiting longer than 60 minutes will be considered as an additional cost for the driver, which will be charged on the spot.
Driver is supposed to wait for the customer at meeting point, with a board with customer’s name on it.
Customer is required to show booking confirmation to the driver before boarding a vehicle, along with a valid document that proves customer’s identity (identity card, passport, driving licence). The voucher can be printed out or presented to the supplier on some digital device (mobile phone, tablet, laptop).
- If the customer is not able to find a driver at the agreed spot, the customer must contact our Call Center emergency phone number provided in the booking confirmation or driver directly on the phone number provided on the drivers confirmation. In the case of a dispute, a record of phone calls provided by Protso Transfer telephone service supplier shall be used as a proof.
- If the driver is unable to access the indicated pick up address, customer must come to the closest possible accessible location. In such a case transfer costs will remain the same and there will be no partial or total reimbursement.
- Other transfers
This type of the transfer is used in situations when starting or ending point of transfer is not an airport, but any other address in city, village, resort ect.
The driver is supposed to wait for the client on agreed address, maximum 20 minutes after pick-up time.
Combined transfers involve a combination of the following types of transportation: vehicle, ferry, water taxi, airplane ect.
Prices include both means on transportation.
When transfer includes ride from the airport to the island, it will be provided with one vehicle from the airport to the ferry port and with the ferry to the island. When the passenger arrives to the island, he will be transported with another vehicle to the final drop-off address.
In situation when the customer require one car from the airport to the address on island, price of the transfer will increase.
FORCE MAJEURE
- Protso Transfer will not accept liability and will not pay any compensation where the performance of our obligations or the Transfer provider’s obligations is prevented or affected directly or indirectly by or as a result of force major or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.
CHANGES
- Each requested change regarding transfer booking details must be sent in written form, by an email to transfer@protso.com. Reservation code needs to be clearly stated in each request.
- All of the following changes are subject of driver’s confirmation and availability: transfer date, time, address (route), number of passengers and luggage. Both Protso Transfer and driver reserve the right to cancel the booking if requested change can not be confirmed.
- Administrative fees will be applied in following situations:- After second requested change, every following will be charged up to EUR 5,00- Changes requested in time period less than 24 hours before the transfer pick up time, can be charged up to EUR 15,00
- From the moment when contract becomes legally binding, the Customer is obliged to inform our Customer Service Support of any incorrect transfer details in time period not less than 24 hours prior to the Transfer Service pick up. Notification made within 24 hours prior the Transfer Service pick up time can be charged up to EUR 30.00
- The following changes are subject of an extra cost, on the spot, needs to be paid in cash:- additional luggage which is not in accordance with our Terms and Conditions- special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.- extra passenger(s), if the Customer Service Support was not informed about the change- changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.- unplanned stops during the transfer- additional pick-up or drop-off address not stated in the transfer booking
CANCELLATION
- Every cancellation needs to be requested in written form and sent to transfer@protso.com. Reservation code has to be clearly stated in each cancellation request. Cancellation requested over the phone call or via online chat support will not be taken into consideration
- Cancellation fees will be applied in following situations:- if transfer is about to be cancelled 48 hours and more before the transfer time, Protso Transfer will refund 85 % of total transfer price. (Handling fee 15%)- if cancellation request has been sent between 48 and 24 hours before the pick up time, Protso Transfer will refund 50% of total transfer price.- if transfer is about to be cancelled 23 hours and 59 minutes and less prior the transfer time, Protso Transfer will keep prepaid amount and refund will not be processed.
- Refund process will not be executed for cancellations received less than 24 hours before the scheduled transfer time. In these situations, we will email you a cancellation note that can be used in order to settle the costs from your tour operator, airline or travel insurance company.
- In case of no-show (client does not show up for a scheduled transfer on time) Protso Transfer reserves the right to charge the total amount of transfers price. If the amount prepaid is less than the total amount of the booked transfer, Protso Transfer reserve the right to charge total amount of the transfer price.
TRAVEL INSURANCE
- We highly recommend arranging travel insurance that meets your needs. Please read all the contract details and print the documentation so it can be carried with you. Comprehensive travel insurance will cover you for many unforeseen situations that can be beyond your control.
COMPLAINTS
- All claims or complaints related to a particular transfer service must be send in writing to transfer@protso.com, no later than 28 days after the service has been performed.
- Protso Transfer will respond to each complaint as soon as we receive relevant evidence and drivers reports.
- In the event that the transfer service has not been provided, Protso Transfer is obliged to make a refund of prepaid amount, in full.
- If the client is entitled to a refund, it is supposed to be processed within 30 days.
- Protso Transfer will not consider any verbal agreement between client and driver. Verbal agreements must be confirmed subsequently in written form (e-mail), otherwise will not be considered as valid.
Şartlar ve Koşullar
GENERAL PROVISIONS
- Before requesting a service offered electronically, customers should make sure that they have read and understood the Terms and Conditions. If customer does not understand Terms and Conditions, we strongly recommend contacting our Customer Support Team, available via Email, via WhatsApp, Social Media and via Telephone numbers indicated in Contact section. Main language of the website is in English.
- Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. Pick-up point of a transfer can be an airport, marine, railway or bus station. The second point of transfer should be one of the destinations from our list, with an exact address. If the pick up location is not listed in our booking system, client is supposed to made a custom transfer request (see chapter Special Transfer Request). Speacial transfer request is subject of special terms and conditions that will be submitted to customers along with the offer.
- Journey can be One-way, Return and per hour.
- After entering into a contractual obligation with Protso Transfer, we will handle all necessary formalities to arrange the transfer service. Such contract will be considered confirmed once the transfer service supplier accepts the transfer request and notifies Protso Transfer customer by an email confirmation.
SERVICES
- Protso Transfer offers services as an agent for contracting of private transfers for an individual or groups, through its website.
- The only Protso Transfer responsibility is as a mediator for the parties concerned – customers (hereinafter referred as passenger, client or customer) and suppliers (hereinafter referred to as a driver, transfer service supplier or supplier).
TYPES OF TRANSFER
Private transfers can be provided with following vehicles: sedan, minivan, minibus and bus.
Transfer prices are per vehicle.
Unlimited number of passengers. Type of a transfer service from the airport to a predefined destination and vice versa. Transfer prices are per person.
- Airport Shuttle Bus Transfer
Unlimited number of passengers. Transfer prices are per person. Transfer from the airport to the city center or vice versa.
SERVICE CLASSES
Vehicle: up to -5 years old vehicle, any vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 5 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & great, help with luggage, water, music on request
Vehicle: up to 3 years old vehicle, middle/high class vehicle model, clean & safe
Equipment: air condition, audio, leather or high quality seat,
Driver: neat & polite, English speaking driver, suite and tie
Service: meet & great, help with luggage, music on request, bottle of water, snacks or chocolates or candies, daily news or magazines, umbrella in case of snow.
ONLINE BOOKING PROCEDURE
- A person who makes a reservation must be over 18 and have a valid credit / debit card.
- Reservation is supposed to be made at least 48 hours before the time of the transfer. As an exception, transfer can be booked in less than 48 hours, through custom transfer request, special terms and conditions will be applied.
- Transfer is supposed to be booked online, by filling all the necessary details.
- A person who enters the data is responsible for their validity. Protso Transfer holds no responsibility for incorrectly entered or wrong information.
- A person who enters the data in front of the group accepts the Terms and Conditions in the name of the group.
- People with special needs such as disabled people with wheelchairs are obligated to specify that in a reservation form in order to ensure appropriate vehicle. In this case a price may be higher.
- Booking is completed when a customer receives an email confirmation mail. A Customer is obligated to check all data provided in the confirmation. If any irregularities are noticed on the received confirmation, customer must inform the Customer Service in written form, by sending an email. Please note that successful booking does not mean confirmed reservation.
- Reservation is confirmed and legally binding when customer receives drivers confirmation with necessary details, only then reservation will be considered as valid. If a reservation is not accepted and the payment is completed, the full amount will be returned within 30 days.
CUSTOM TRANSFER REQUEST
- Custom transfer request can be used, if customer is unable to book a transfer service online directly.
- Custom transfer request refers to a request for a special transfer service that should be sent by email in written form, directly to the Customer Support Service.
- Custom transfer request can be subjected to special terms and conditions that will be submitted to customers along with the offer.
LUGGAGE
- Each passenger is permitted to bring the standard suitcase 158 cm (the sum of the length, height and width) or travel bag, and one piece of hand luggage (total of two pieces of luggage). Luggage must be properly marked with the name and surname of a passenger.
- Additional luggage is extra charged, prices are listed in a booking form. Customer is required to provide accurate information about the additional luggage on the booking form.
- The Driver is not obligated to transport any luggage that was not declared in the reservation if there is not enough space in the vehicle.
- The driver is not responsible for the content of the luggage. Neither transfer service supplier nor any of its contracted or subcontracted drivers will accept responsibility for loss or damage of the luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times if accompanying the luggage on the journey.
- It is highly recommended not to transport fragile or valuable objects ( Jeweller, Money, Precious Metals, Valuable Documents, etc.) as they might be damaged during the transfer service.
- In the case of luggage damage or loss, Protso Transfer cannot be held liable under any circumstances, as the transport of luggage and other personal items is done solely to the customer’s risk. Such type of risk should be covered by private insurance purchased by the customer before departure.
CHILDREN ON TRANSFER
- Children under 12 cannot use our service unless they are accompanied by an adult. Children from 12 to 18 years must have a written permission of a parent.
- When the customer is traveling with minors, Protso Transfer must be informed about it and if necessary, they must be transferred using a child / baby seat, as regulated by laws of the country in which the service is provided.
- Seats for infants are free of charged Since the child seat takes up one seating place in a vehicle, the child count as an adult passenger
CONTACT PROCEDURES
- During the booking process, as well as after the provided service, only e-mails are considered to be a valid form of communication.
- Accuracy of provided data is of crucial importance for a contracted transfer, especially correct email address and available contact phone.
- Customer is required to contact the driver or Protso Transfer Customer Service if there is any problem that prevents him/her to arrive to the meeting point.
PAYMENT METHOD
- The standard payment method is in cash directly to the driver, unless a different form of payment was agreed in advance and confirmed in written form after the booking is made.
- Only the driver can receive cash payment for booked transfers. Other acceptable payment methods are 1. Credit card 2. Bank transfer
- All payment methods except cash payment may be a subject to additional transaction costs (banking costs, online commission costs).
TRANSFERS
After landing customer has 40 minutes for luggage collection. If after 40 minutes customer is not at the meeting point, he is supposed to contact the driver.
Driver is obligated to wait for maximum 60 minutes (just in case of flight delays, all other reasons include contacting phone number). Waiting longer than 60 minutes will be considered as an additional cost for the driver, which will be charged on the spot.
Driver is supposed to wait for the customer at meeting point, with a board with customer’s name on it.
Customer is required to show booking confirmation to the driver before boarding a vehicle, along with a valid document that proves customer’s identity (identity card, passport, driving licence). The voucher can be printed out or presented to the supplier on some digital device (mobile phone, tablet, laptop).
- If the customer is not able to find a driver at the agreed spot, the customer must contact our Call Center emergency phone number provided in the booking confirmation or driver directly on the phone number provided on the drivers confirmation. In the case of a dispute, a record of phone calls provided by Protso Transfer telephone service supplier shall be used as a proof.
- If the driver is unable to access the indicated pick up address, customer must come to the closest possible accessible location. In such a case transfer costs will remain the same and there will be no partial or total reimbursement.
- Other transfers
This type of the transfer is used in situations when starting or ending point of transfer is not an airport, but any other address in city, village, resort ect.
The driver is supposed to wait for the client on agreed address, maximum 20 minutes after pick-up time.
Combined transfers involve a combination of the following types of transportation: vehicle, ferry, water taxi, airplane ect.
Prices include both means on transportation.
When transfer includes ride from the airport to the island, it will be provided with one vehicle from the airport to the ferry port and with the ferry to the island. When the passenger arrives to the island, he will be transported with another vehicle to the final drop-off address.
In situation when the customer require one car from the airport to the address on island, price of the transfer will increase.
FORCE MAJEURE
- Protso Transfer will not accept liability and will not pay any compensation where the performance of our obligations or the Transfer provider’s obligations is prevented or affected directly or indirectly by or as a result of force major or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.
CHANGES
- Each requested change regarding transfer booking details must be sent in written form, by an email to transfer@protso.com. Reservation code needs to be clearly stated in each request.
- All of the following changes are subject of driver’s confirmation and availability: transfer date, time, address (route), number of passengers and luggage. Both Protso Transfer and driver reserve the right to cancel the booking if requested change can not be confirmed.
- Administrative fees will be applied in following situations:- After second requested change, every following will be charged up to EUR 5,00- Changes requested in time period less than 24 hours before the transfer pick up time, can be charged up to EUR 15,00
- From the moment when contract becomes legally binding, the Customer is obliged to inform our Customer Service Support of any incorrect transfer details in time period not less than 24 hours prior to the Transfer Service pick up. Notification made within 24 hours prior the Transfer Service pick up time can be charged up to EUR 30.00
- The following changes are subject of an extra cost, on the spot, needs to be paid in cash:- additional luggage which is not in accordance with our Terms and Conditions- special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.- extra passenger(s), if the Customer Service Support was not informed about the change- changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.- unplanned stops during the transfer- additional pick-up or drop-off address not stated in the transfer booking
CANCELLATION
- Every cancellation needs to be requested in written form and sent to transfer@protso.com. Reservation code has to be clearly stated in each cancellation request. Cancellation requested over the phone call or via online chat support will not be taken into consideration
- Cancellation fees will be applied in following situations:- if transfer is about to be cancelled 48 hours and more before the transfer time, Protso Transfer will refund 85 % of total transfer price. (Handling fee 15%)- if cancellation request has been sent between 48 and 24 hours before the pick up time, Protso Transfer will refund 50% of total transfer price.- if transfer is about to be cancelled 23 hours and 59 minutes and less prior the transfer time, Protso Transfer will keep prepaid amount and refund will not be processed.
- Refund process will not be executed for cancellations received less than 24 hours before the scheduled transfer time. In these situations, we will email you a cancellation note that can be used in order to settle the costs from your tour operator, airline or travel insurance company.
- In case of no-show (client does not show up for a scheduled transfer on time) Protso Transfer reserves the right to charge the total amount of transfers price. If the amount prepaid is less than the total amount of the booked transfer, Protso Transfer reserve the right to charge total amount of the transfer price.
TRAVEL INSURANCE
- We highly recommend arranging travel insurance that meets your needs. Please read all the contract details and print the documentation so it can be carried with you. Comprehensive travel insurance will cover you for many unforeseen situations that can be beyond your control.
COMPLAINTS
- All claims or complaints related to a particular transfer service must be send in writing to transfer@protso.com, no later than 28 days after the service has been performed.
- Protso Transfer will respond to each complaint as soon as we receive relevant evidence and drivers reports.
- In the event that the transfer service has not been provided, Protso Transfer is obliged to make a refund of prepaid amount, in full.
- If the client is entitled to a refund, it is supposed to be processed within 30 days.
- Protso Transfer will not consider any verbal agreement between client and driver. Verbal agreements must be confirmed subsequently in written form (e-mail), otherwise will not be considered as valid.
ОСНОВНЫЕ ПОЛОЖЕНИЯ
Прежде чем запрашивать услугу, предлагаемую в электронном виде, клиенты должны убедиться, что они прочитали и поняли Условия использования. Если клиент не понимает Положений и условий, мы настоятельно рекомендуем связаться с нашей службой поддержки клиентов, доступной по электронной почте, через WhatsApp, социальные сети и по номерам телефонов, указанным в разделе «Контакты». Основной язык сайта английский.
Трансфер подразумевает перевозку как минимум одного пассажира из пункта А в пункт Б . Пунктом приема трансфера может быть аэропорт, морской порт, железнодорожный вокзал или автовокзал. Второй пункт передачи должен быть одним из пунктов назначения из нашего списка с точным адресом. Если место получения не указано в нашей системе бронирования, клиент должен сделать специальный запрос на перевод (см. Главу «Запрос на специальный трансфер»). Специальный запрос на передачу подлежит особым условиям, которые будут представлены клиентам вместе с предложением.
Путешествие может быть в одну сторону, туда и обратно в течении часа.
После заключения договорного обязательства с компанией Protso Transfer мы выполним все необходимые формальности для организации услуги трансфера. Такой договор будет считаться подтвержденным, как только поставщик услуг трансфера примет запрос на передачу и уведомит клиента Protso Transfer по электронной почте.
СЕРВИСЫ
Protso Transfer предлагает услуги в качестве агента для заключения частных трансфертов для отдельных лиц или группой лиц через свой веб-сайт.
Единственная ответственность Protso Transfer заключается в качестве посредника для заинтересованных сторон - клиентов (в дальнейшем именуемых пассажиром, клиентом или потребителем) и поставщиками (именуемых в дальнейшем водителем, поставщиком или поставщиком услуг трансфера).
ВИДЫ ПЕРЕДАЧИ
Частный трансфер:
Частные трансферы могут быть обеспечены следующими транспортными средствами: седан, минивэн, микроавтобус и автобус.
Трансферные цены указаны за транспортное средство.
Общий перевод
Неограниченное количество пассажиров. Тип услуги трансфера из аэропорта в заранее определенный пункт назначения и обратно. Цены на трансфер указаны на человека.
Трансфер в аэропорт
Неограниченное количество пассажиров. Цены на трансфер указаны на человека. Трансфер из аэропорта в центр города или наоборот.
КЛАССЫ АВТОМОБИЛЕЙ
Стандарт:
Транспортное средство: транспортное средство не старше 5 лет, любая модель автомобиля, чистое и безопасное.
Оборудован: кондиционером , аудио-системой.
Водитель: аккуратный и вежливый.
Сервис: встреча с именной табличкой, помощь с багажом, вода, музыка по запросу.
Премиум класса:
Транспортное средство: автомобиль не старше 5 лет, автомобиль среднего / высокого класса, чистый и безопасный
Оборудован:кондиционером , аудио-системой.
Водитель: аккуратный и вежливый
Сервис: встреча с именной табличкой , помощь с багажом, вода, музыка по запросу.
Первый класс:
Транспортное средство: автомобиль не старше 3 лет, автомобиль среднего / высокого класса, чистый и безопасный
Оснащен: кондиционером, аудио-системой, кожаный салон.
Водитель: аккуратный и вежливый, англоговорящий водитель, смокинг и галстук.
Сервис: встреча с именной табличкой, помощь с багажом, музыка по запросу, бутылка воды, закуски или шоколад или конфеты, свежая газета или журналы, зонтик на случай дождя.
ПРОЦЕДУРА БРОНИРОВАНИЯ ОНЛАЙН
Человек, который делает бронирование, должен быть старше 18 лет и иметь действующую кредитную / дебетовую карту.
Бронирование должно быть сделано не менее чем за 48 часов до времени трансфера. В качестве исключения, трансфер может быть забронирован менее чем за 48 часов, с помощью специального запроса на передачу будут применяться особые условия.
Трансфер предполагается бронировать онлайн, заполнив все необходимые детали.
Человек, который вводит данные, несет ответственность за их достоверность. Protso Transfer не несет ответственности за неправильно введенную или неверную информацию.
Человек, который вводит данные перед группой, принимает Условия и положения от имени группы.
Люди с особыми потребностями, такие как инвалиды с инвалидными колясками, обязаны указать это в форме бронирования, чтобы обеспечить соответствующее транспортное средство. В этом случае цена может быть выше.
Бронирование завершается, когда клиент получает электронное письмо с подтверждением. Клиент обязан проверить все данные, указанные в подтверждении. Если в полученном подтверждении обнаружены какие-либо нарушения, клиент должен письменно сообщить об этом в службу поддержки клиентов. Обратите внимание, что успешное бронирование не означает подтвержденное бронирование.
Бронирование подтверждается и имеет юридическую силу, когда клиент получает подтверждение водителя с необходимыми данными, только тогда бронирование будет считаться действительным. Если бронирование не принято и оплата завершена, полная сумма будет возвращена в течение 30 дней.
ИНДИВИДУАЛЬНЫЙ ЗАПРОС НА ПЕРЕВОД.
Индивидуальный запрос на перевод можно использовать, если клиент не может напрямую заказать услугу трансфера онлайн.
Индивидуальный запрос на передачу относится к запросу на специальный трансфер, которую следует отправлять по электронной почте в письменной форме непосредственно в службу поддержки клиентов.
Индивидуальный запрос на перевод может быть подвергнут особому сроку и условиям, которые будут представлены клиентам вместе с предложением.
БАГАЖ
Каждому пассажиру разрешается привезти стандартный чемодан 158 см (сумма длины, высоты и ширины) или дорожную сумку и одну ручную кладь (всего две единицы багажа). Багаж должен быть надлежащим образом помечен с именем и фамилией пассажира.
Дополнительный багаж оплачивается дополнительно, цены указаны в форме бронирования. Клиент обязан предоставить точную информацию о дополнительном багаже в форме бронирования.
Водитель не обязан перевозить багаж, который не был заявлен в бронировании, если в транспортном средстве недостаточно места.
Водитель не несет ответственности за содержание багажа. Ни поставщик услуг трансфера, ни один из его контрактных или субподрядных водителей не несут ответственности за потерю или повреждение багажа. Клиенты несут ответственность за обеспечение того, чтобы их багаж был загружен / выгружен в любое время, если он сопровождает багаж в пути.
Настоятельно рекомендуется не перевозить хрупкие или ценные предметы (Ювелир, Деньги, Драгоценные металлы, Ценные документы и т. д.), Так как они могут быть повреждены во время передачи.
В случае повреждения или утери багажа, Protso Transfer не может быть привлечен к ответственности ни при каких обстоятельствах, поскольку перевозка багажа и других личных вещей осуществляется исключительно на риск клиента. Такой тип риска должен быть покрыт частной страховкой, приобретенной клиентом перед отъездом.
ПЕРЕВОЗКА ДЕТЕЙ
Дети до 12 лет не могут пользоваться нашими услугами, если они не сопровождаются взрослыми. Дети от 12 до 18 лет должны иметь письменное разрешение одного из родителей.
Когда клиент путешествует с несовершеннолетними, Protso Transfer должен быть проинформирован об этом, и, если необходимо, они должны быть переданы с использованием бустера/детского кресла, как это предусмотрено законодательством страны, в которой предоставляется услуга.
Места для младенцев бесплатны. Поскольку детское кресло занимает одно место в автомобиле, ребенок считается взрослым пассажиром.
КОНТАКТНЫЕ ПРОЦЕДУРЫ
В процессе бронирования, а также после предоставления услуги, только электронные письма считаются действительной формой общения.
Точность предоставленных данных имеет решающее значение для передачи по контракту, особенно правильный адрес электронной почты и доступный контактный телефон.
Клиент обязан обратиться к водителю или в службу поддержки клиентов Protso Transfer, если есть какие-либо проблемы, которые мешают ему / ей прибыть на место встречи.
СПОСОБ ОПЛАТЫ
Стандартный способ оплаты производится наличными непосредственно водителю, если только другая форма оплаты не была согласована заранее и подтверждена в письменной форме после бронирования.
Только водитель может получить оплату наличными за заказанные трансферы. Другие приемлемые способы оплаты: 1. Кредитная карта 2. Банковский перевод
Все способы оплаты, кроме оплаты наличными, могут быть предметом дополнительных операционных издержек (банковские расходы, онлайн комиссионные расходы).
ПОЕЗДКИ
Трансфер из аэропорта
После приземления у клиента есть 40 минут на сбор багажа. Если по истечении 40 минут клиент не находится в месте встречи, он должен связаться с водителем.
Водитель обязан подождать максимум 60 минут (на случай задержки рейса, все другие причины включают контактный номер телефона). Ожидание более 60 минут будет рассматриваться как дополнительная плата для водителя, которая будет снята на месте.
Водитель должен ждать клиента в месте встречи с табличкой с именем клиента.
Перед посадкой в автомобиль клиент должен показать подтверждение бронирования водителю вместе с действительным документом, удостоверяющим личность клиента (удостоверение личности, паспорт, водительские права). Ваучер может быть распечатан или представлен поставщику на каком-либо цифровом устройстве (мобильный телефон, планшет, ноутбук).
Если клиент не может найти водителя в согласованном месте, клиент должен связаться с нашим экстренным номером телефона нашего Call-центра, указанным в подтверждении бронирования, или напрямую с водителем по номеру телефона, указанному в подтверждении водителя. В случае возникновения спора в качестве доказательства используется запись телефонных звонков, предоставленных поставщиком услуг телефонной связи Protso Transfer.
Если водитель не может получить доступ к указанному адресу получения, клиент должен прийти в самое близкое доступное место. В таком случае расходы на перевод останутся прежними, и не будет никакого частичного или полного возмещения.
Другие перевозки
Этот тип трансфера используется в ситуациях, когда отправной или конечной точкой трансфера является не аэропорт, а любой другой адрес в городе, деревне, курорте и т.д.
Предполагается, что водитель будет ждать клиента по согласованному адресу максимум через 20 минут после посадки.
Комбинированные перевозки
Комбинированные трансферы включают в себя комбинацию следующих видов транспорта: транспортное средство, паром, водное такси, самолет и т.д.
Цены включают оба вида транспорта.
Если трансфер включает поездку из аэропорта на остров, он будет обеспечен одним транспортным средством от аэропорта до паромного порта и паромом на остров. Когда пассажир прибудет на остров, он будет доставлен на другом транспортном средстве до конечного адреса высадки.
В случае, когда клиенту потребуется один автомобиль из аэропорта по адресу на острове, цена трансфера возрастет.
ФОРС-МАЖОР
ИЗМЕНЕНИЯ
Каждое запрошенное изменение, касающееся деталей бронирования трансфера, должно быть отправлено в письменной форме по электронной почте transfer@protso.com. Код бронирования должен быть четко указан в каждом запросе.
Все следующие изменения подлежат подтверждению и доступности водителя: дата трансфера, время, адрес (маршрут), количество пассажиров и багаж. Protso Transfer и водитель оставляют за собой право отменить бронирование, если запрашиваемое изменение не может быть подтверждено.
Административные сборы будут применяться в следующих ситуациях: - После второго запрошенного изменения взимается плата за каждое последующее до 5,00 евро. - Запросы за изменения менее чем за 24 часа до времени получения трансфера могут взиматься до 15 евро.
С того момента, когда договор становится юридически обязательным, Клиент обязан информировать нашу Службу поддержки клиентов о любых неверных деталях трансфера в течение периода времени не менее чем за 24 часа до получения Услуги трансфера. Уведомление, сделанное в течение 24 часов до времени получения трансфера, может быть оплачено до 30 евро.
Следующие изменения осуществляются на месте и оплачиваются наличными: - дополнительный багаж, который не соответствует нашим Условиям - специальный багаж, не упомянутый в бронировании: лыжи, сумки для гольфа, музыкальные инструменты , детская коляска, домашние животные и т. д. - дополнительные пассажиры, если Служба поддержки клиентов не была проинформирована об изменениях, вызванных непредвиденными обстоятельствами, влияющими на изменение маршрута и времени в пути: сугробы, наводнения, оползни, землетрясения и т. д. другие стихийные бедствия, пробки и т. д. - незапланированные остановки во время трансфера - дополнительный адрес для посадки или высадки, не указанный в бронировании трансфера.
ОТМЕНА
Каждую отмену необходимо запрашивать в письменной форме и отправлять по адресу transfer@protso.com. Код бронирования должен быть четко указан в каждом запросе на отмену бронирования. Отмена, запрошенная по телефону или через онлайн-чат, не будет приниматься во внимание.
Сборы за отмену будут применяться в следующих ситуациях: - если перевод будет отменен за 48 часов и более до времени перевода, Protso Transfer вернет 85% от общей стоимости перевода. (Плата за обработку 15%) - если запрос на отмену был отправлен за 48–24 часа до времени получения, Protso Transfer вернет 50% от общей стоимости трансфера. - если перевод будет отменен через 23 часа и 59 минут и менее до времени передачи Protso Transfer сохранит сумму предоплаты, и возврат средств не будет произведен.
Процесс возврата не будет выполнен для отмен, полученных менее чем за 24 часа до запланированного времени передачи. В этих ситуациях мы отправим вам по электронной почте уведомление об отмене, которое можно использовать для оплаты расходов вашего туроператора, авиакомпании или страховой компании.
В случае неявки (клиент не приходит на запланированный трансфер вовремя) Protso Transfer оставляет за собой право взимать полную стоимость перевода. Если предоплаченная сумма меньше общей суммы забронированного трансфера, Protso Transfer оставляет за собой право взимать общую сумму стоимости трансфера.
СТРАХОВАНИЕ ПУТЕШЕСТВИЙ
Мы настоятельно рекомендуем оформить туристическую страховку, соответствующую вашим потребностям. Пожалуйста, прочитайте все детали договора и распечатайте документацию, чтобы ее можно было взять с собой. Комплексное страхование путешествий покроет вам расходы во многих непредвиденных ситуациях, которые могут быть вне вашего контроля.
ЖАЛОБЫ
Все претензии или жалобы, связанные с конкретной услугой передачи, должны быть отправлены в письменном виде по адресу transfer@protso.com, не позднее, чем через 28 дней после оказания услуги.
Protso Transfer ответит на каждую жалобу, как только мы получим соответствующие доказательства и отчеты водителей.
В случае, если услуга трансфера не была оказана, Protso Transfer обязуется произвести возврат предоплаченной суммы в полном объеме.
Если клиент имеет право на возмещение, он должен быть обработан в течение 30 дней.
Protso Transfer не будет рассматривать какое-либо устное соглашение между клиентом и водителем. Устные соглашения должны быть впоследствии подтверждены в письменной форме (по электронной почте), в противном случае они не будут считаться действительными.