1. Introduction
These Terms and Conditions (“Terms”) govern bookings of passenger transport made with Royal Transfer through royaltransfereu.com, by email, by telephone, by WhatsApp or through our social channels, and your use of our website. By booking you accept them. Please read them carefully.
“Royal Transfer”, “we”, “us” and “our” mean the business named in section 15. “You” and “your” mean the person who books and the passengers travelling on the booking.
The Terms that apply to a booking are the ones published on the day the booking is made. A later change to these Terms never affects a booking already made.
2. Booking and Reservations
2.1. All bookings made through our website, by telephone, by email, by WhatsApp or through our social channels constitute acceptance of these Terms.
2.2. Upon completion of your booking, you will receive a confirmation email containing your booking reference number. You are responsible for verifying the accuracy of all booking details and must notify us immediately of any discrepancies.
2.3. The lead passenger is responsible for ensuring that all passenger information provided is accurate and complete.
2.4. We reserve the right to refuse any booking at our sole discretion and without obligation to provide a reason.
2.5. A booking made on the website exists once the payment step is completed. A booking made by telephone, email, WhatsApp or a social channel exists once the office has confirmed it in writing. The confirmation email is also your receipt; no separate receipt is issued unless you ask for one.
2.6. Pickups can be booked from 3 hours to 12 months ahead. A price shown during booking is held for 30 minutes.
2.7. For airport pickups, give us your flight number. Without it we cannot follow your flight, and the free waiting time runs from the pickup time you booked (section 5).
2.8. The passenger name you enter is the name on the board at arrivals and the name your chauffeur is given. If you book for someone else, the confirmation and the chauffeur details still come to you.
2.9. The vehicle class you choose must fit the number of passengers and pieces of luggage you enter; the capacity of each class is shown during booking. Child seats and equipment (ski or snowboard bags, bicycles) must be added when you book.
3. Pricing and Payment
3.1. All prices are stated in euros (€) and include VAT where applicable.
3.2. The price shown covers the whole vehicle and the chauffeur for the route you booked, airport surcharges included. Extras (stops, child seats, equipment) are priced separately and shown before you pay.
3.3. You can pay in full by card at the time of booking (Apple Pay and Google Pay count as card), or pay a 30% deposit by card at the time of booking and the remaining 70% in cash, in euros, to the chauffeur at pickup. The price is the same either way.
3.4. The price of a booking is fixed once the booking is made. Changes to the booking are repriced as set out in section 4.
3.5. Extras are priced as follows:
- An extra stop costs €15 plus the added distance at the rate of your vehicle class, and includes 15 minutes of waiting at the stop. Up to 4 stops per leg can be added when you book.
- Child seats (infant seat, child seat, booster) cost €15 each.
- Ski or snowboard equipment and bicycles cost €20 each.
3.6. Additional charges may apply after booking for:
- Waiting time beyond the free waiting time (section 5);
- Stops or changes to the route requested during the ride (section 5);
- Special equipment or requests made at the time of service.
4. Cancellations, Changes and Refunds
4.1. You can cancel in your account on our website, where the Cancel button is shown, or by email to contact@royaltransfereu.com. A cancellation counts from the moment we receive it.
4.2. Cancellations made more than 24 hours before the booked pickup time receive a full refund of everything paid, deposit included. Cancellations made 24 hours or less before the booked pickup time, and no-shows (section 5.5), are charged in full: a booking paid in full is not refunded, and on a booking paid by deposit the deposit is kept and the balance remains due. The same window applies to every vehicle class.
4.3. A round trip is one booking: cancelling it cancels both legs. To cancel one leg only, write to the office.
4.4. Refunds go back to the card used for payment. Banks usually show them within 5 to 10 working days.
4.5. Changes (date, time, addresses, passengers, vehicle) are requested in your account or by email and are confirmed by the office by email. A change that alters the route, the time or the vehicle is repriced at the current price. Changes requested less than 24 hours before the pickup time are not guaranteed and may be charged.
4.6. If your flight is cancelled, or you miss it, tell us as soon as you know. More than 24 hours before the pickup time the booking is moved or cancelled free of charge. Inside 24 hours the office does what it can to move the pickup, and otherwise section 4.2 applies.
4.7. If we cancel a booking for a reason on our side, you receive a full refund of everything paid.
4.8. Passenger transport is outside the 14-day right of withdrawal for distance contracts (article 47(1) of the Italian Consumer Code). The cancellation terms in this section apply instead.
5. Waiting Time, Extra Stops and No-Shows
5.1. For airport pickups, one (1) hour of free waiting time is included. When you have given us your flight number, the hour runs from the actual landing time. Without a flight number, it runs from the pickup time you booked.
5.2. For pickups from addresses, twenty (20) minutes of free waiting time is included from the booked pickup time. For pickups from train stations or ports, twenty (20) minutes.
5.3. Waiting beyond the free waiting time is charged by the hour. Ask the office for the rate before your ride; the chauffeur tells you before chargeable waiting starts.
5.4. Stops or route changes requested during the ride are at the chauffeur's discretion and are charged as set out in section 3.5.
5.5. You are a no-show when the chauffeur has waited the free waiting time, has tried the phone number on the booking and cannot find you. A no-show is treated as a cancellation inside 24 hours (section 4.2). If you cannot find your chauffeur, call the number in the chauffeur details before leaving the meeting point.
5.6. Meeting point: at airports, inside the arrivals hall, where the chauffeur holds a board with the passenger name. At addresses, at the door or the nearest place where a car may stop. At stations and ports, the point given in the chauffeur details.
6. The Service
6.1. Rides are performed by Royal Transfer or by partner chauffeurs under contract with us, in vehicles registered with us. Royal Transfer remains your contact and the party responsible for your booking.
6.2. We may provide a vehicle of the same or a higher class than the one booked.
6.3. Your chauffeur's name, phone number and vehicle plate are sent to you by email the day before the pickup, or as soon as the chauffeur is assigned if you booked later than that.
6.4. The maximum number of passengers and luggage items per vehicle is determined by the vehicle type and must be strictly adhered to for safety and comfort.
6.5. Child seats added to the booking are in the vehicle at pickup. Children travel in the seat suited to their age, as Italian law requires.
6.6. Smoking is not permitted in the vehicle. Royal Transfer reserves the right to refuse service to any person suspected of being under the influence of alcohol or drugs, or whose behaviour is deemed dangerous or offensive. Damage to the vehicle caused by a passenger is charged to the person who booked.
7. Delays, Events Outside Our Control and Liability
7.1. We always aim to be punctual; however, delays may occur due to traffic, weather, road or airport closures, strikes and other events outside our control.
7.2. We are not liable for losses caused by events outside our control, including missed flights, trains or connections that follow from such events. Where a ride cannot be performed for such a reason, you receive a full refund of everything paid.
7.3. Royal Transfer maintains all legally required public liability and passenger liability insurance.
7.4. Royal Transfer accepts no liability for any loss, damage, or inconvenience except in the event that a chauffeur physically damages a passenger’s luggage during the process of loading or unloading. In such cases, the chauffeur shall be responsible for covering the cost of the damage.
7.5. Royal Transfer is not liable for any indirect or consequential losses, including but not limited to missed flights or connections, loss of earnings, or business opportunities.
7.6. Nothing in these Terms limits any liability that cannot be limited or excluded under applicable law.
8. Personal Belongings
8.1. Passengers are responsible for their personal belongings. Royal Transfer and its chauffeurs are not responsible for any items left in the vehicle after the completion of the service.
8.2. If items are found, Royal Transfer will make reasonable efforts to return them to their owners but cannot guarantee their recovery or condition.
9. Your Account
9.1. You can create an account on our website to see your bookings, cancel them where the Cancel button is shown and request changes. You sign in with a code sent to your email address or with a password.
9.2. Keep your sign-in details to yourself. Bookings, cancellations and requests made from your account count as made by you.
9.3. You can delete your account from the account page. An account with a booking still ahead cannot be deleted until that booking has been completed or cancelled.
10. Data Protection and Privacy
10.1. Royal Transfer is committed to protecting your privacy. Our Privacy Policy and our Cookie Policy, available on our website, explain how we collect, use, and protect your personal information.
11. Intellectual Property
11.1. All content on the Royal Transfer website, including but not limited to text, graphics, logos, images, and software, is the property of Royal Transfer or its content suppliers and is protected by international copyright laws.
11.2. You may not reproduce, distribute, or use any content from our website without our express written permission.
12. Complaints
12.1. If something went wrong, write to contact@royaltransfereu.com with your booking reference. The office replies by email.
13. Governing Law and Consumer Rights
13.1. These Terms shall be governed by and construed in accordance with the laws of Italy.
13.2. Any disputes arising under these Terms shall be subject to the jurisdiction of the courts of Italy. For consumers resident or domiciled in Italy, the competent court is the court of their place of residence or domicile.
13.3. Mandatory consumer protection rules of the country in which you live are not affected by these Terms.
13.4. These Terms are written in English. Translations are provided for convenience; the English text prevails.
14. Modifications to Terms
14.1. Royal Transfer reserves the right to modify these Terms at any time. Changes are posted on our website and apply to bookings made after they are posted.
15. Contact Information
15.1. If you have any questions about these Terms and Conditions, please contact us at: