Key facts
a) Travel Providers. We will put you in touch with Travel Providers who will be responsible for providing your Journey in accordance with these Taxi Transport Terms.
b) Check your details. Take a few minutes to read all the details on your booking confirmation and verify them.
c) Turn on your phone. Make sure your phone is switched on at the time of pick-up so that you can be contacted.
d) Arrive with enough time. Make sure you have enough time to get to your destination. Our estimated travel times do not take into account traffic conditions or other unforeseen circumstances, nor the specific requirements of your trip (e.g., how far in advance of take-off or check-in you need to arrive at the airport).
e) What if I’m late for a pre-booked taxi? We’ll wait for you! Your booking includes a waiting period (usually 15 minutes, or 45 minutes if your waiting point is an airport).
1. Glossary
1.1. Booking refers to a Journey that is part of the Services.
1.2. Driver refers to the person(s) assigned by the Travel Provider to drive the Vehicle during the Journey.
1.3. Arrival Location refers to the location stipulated in the Booking to which the Passengers are travelling (which may be modified by mutual agreement between the Passengers and the Driver or the Travel Provider, as the case may be).
1.4. Journey refers to the travel between the Pick-up Location and the Arrival Location agreed in the Booking, which will include any subsequent and/or additional travel agreed between you/the Passengers and the Driver or the Travel Provider (as the case may be).
1.5. On-Demand Services refers to the provision of transport services through a Travel Provider requested by you immediately before or at the time of your arrival at the Pick-up Location.
1.6. Passengers refers to the person(s) making the Journey (i.e., you and/or any other person, as the case may be), with any one of them being understood as a Passenger.
1.7. Pick-up location refers to the pick-up location you have indicated in Your Booking.
1.8. Pick-up Time refers, in the case of Pre-booked Services, to the local time (this being understood as the local time applicable at the Pick-up Location) that you have indicated in your booking.
1.9. Services refers to the Pre-booked Services or On-Demand Services, as the case may be, that are available to You on any of the Platforms.
2. Contractual relationship.
2.1. In respect of our services of putting you in touch with Travel Providers, our Terms constitute the contract between You and Qonmigo in relation to the provision of such services.
2.2. Concerning the Services, when you make a booking, you enter into a separate contract with the Travel Provider in which we and/or our associated companies act as a commercial agent for the Travel Provider and the Travel Provider as principal. These Terms of Transport constitute the contract that you enter into with the Travel Provider. Unless otherwise provided in these Terms, the internal regulations and cancellation policy of the Travel Provider (the Travel Provider’s Policies) will also apply to the contract. In the event of any discrepancy, the Travel Provider’s Policies shall prevail over the Terms. However, in the event of any discrepancy between these Terms of Carriage and our Terms and Conditions of Travel or any other set of conditions (other than the Travel Provider’s Policies), these Terms of Carriage shall prevail.
3. Our commitments
3.1. We will provide the Travel Provider with the details of the Booking, including Your name and Pick-up Location.
3.2. We will provide you with the Travel Provider’s contact details before Your Pick-up Time.
4. Your obligations
4.1. Checking your details. You must ensure that you have provided us with complete and accurate details of your booking requirements, including, but not limited to, accurate information (according to the local time applicable at the Pick-up Location) about the Pick-up Time, the Pick-up Location, the Arrival Location and, where applicable, the flight number, train times, or ferry times. You must ensure that you verify that the details of Your Booking that you confirm to us are complete and accurate.
4.2. Punctuality. You must ensure that Passengers are at the Pick-up Location at the Pick-up Time
4.3. Contact about your Booking. You must provide us with valid and up-to-date contact information to enable us and/or the Travel Provider (or its Drivers) to contact you if necessary and to provide you with information in relation to Your Booking.
4.4. Age limitation. You must ensure that any Passenger under the age of 18 is accompanied by a responsible adult.
4.5. All Passengers must be fit to travel. Drivers reserve the right to refuse, acting reasonably at all times, to provide the Services to any person who is not considered fit to travel, displays abusive behaviour, is under the influence of drugs or alcohol or is a minor. Drivers may also refuse to provide the Services to those whose transport (and/or that of their luggage) would cause them to be in breach of any applicable law, traffic code and/or road safety regulations or could cause damage to the Vehicles. We will not be liable for the provision of any travel services or for any refund, compensation or other costs that You and/or any of the Passengers (as the case may be) may incur in these circumstances.
4.6. Select the appropriate Vehicle category. You must ensure that you have chosen the appropriate Vehicle category for Your needs. When choosing your vehicle category, you must consider the number of passengers who will be travelling in it, the amount of luggage space they will need, and check that the vehicle meets your needs.
4.7. You are responsible for ensuring that all Passengers comply with these Terms. You are also responsible for ensuring that the Passengers comply with all Terms that are necessary or relevant to enable Your compliance with them, as well as for any act or omission of such Passengers.
4.8. Satisfaction guarantee. Although we strive to ensure the accuracy of the information on our Platforms, neither we nor our partners, suppliers or agents will be liable to you for the accuracy of such information. The images shown on our Platforms are for illustrative purposes only. You will be solely responsible for evaluating the accuracy, completeness and usefulness of all information provided on our Platforms.
5. Pick-up
5.1. Contacting You and using Your mobile phone at the Pick-up Location. You must ensure that You and/or the Passengers (as applicable) have a telephone, the number of which has been provided to us in the Booking. This telephone must be connected, have mobile data (as well as be able to receive calls and text messages and use data for live chat conversations, as the case may be) at a reasonable time before and during the Pick-up Time and for the duration of any stipulated waiting period. The purpose of this provision is to enable the Driver to contact you and for you to be able to contact the Driver if necessary. We cannot guarantee the viability or possibility of contacting Drivers via WhatsApp, Viber or similar instant messaging applications. Therefore, the use of such means of communication is at Your own risk. You agree that Your mobile network provider may charge you additional charges for using mobile data and accessing networks from the Pick-up Location, and we are not responsible for such charges.
5.2. Waiting period for Pre-booked Services. In the case of Pre-booked Services, the Driver will wait for Passengers for the waiting period indicated to you in your Booking. Please note that this period may vary if your Pick-up Location is at an airport. Due to the high number of passengers at certain airports and the high probability of delays in transit to the arrivals hall, the waiting period may begin with a predefined difference from the actual arrival time of your flight.
5.3. Waiting period for On-Demand Services (and applicable charges if the Driver has to wait for a longer period). In the case of On-Demand Services, the Driver is not obliged to wait for you beyond the Pick-up Time. However, if the Driver waits for you, a surcharge may be applied for this additional waiting period to the price owed for the Booking. A cancellation fee may also apply if you are not at the Pick-up Location at the Pick-up Time.
5.4. Neither we, the Driver nor the Travel Provider shall be liable for failed Journeys where the details you have provided in the Booking are incorrect or where you have not informed us, or the Driver or the Travel Provider, of any changes you wish to make to Your Booking with sufficient details or notice.
6. Special requests
6.1. If any Passenger has any special requests in relation to the Booking or requires additional equipment, you must provide the relevant information when completing your Booking. Please note that the satisfaction of any special request or the provision of any additional equipment cannot be guaranteed.
6.2. Any additional charges incurred as a result of special requests or additional equipment requirements will be notified to you for payment to the Driver or the Travel Provider (as the case may be).
7. Price and payment
7.1. Our parent company Qonmigo Transfer SL is the registered commercial entity for such transactions.
7.2. In the case of Pre-booked Services, except where You and/or any Passenger agree to changes to the Journey with the Travel Provider and/or the Driver, all tolls, congestion charges, taxes and gratuities are included in the quoted price shown on the Booking confirmation. However, you will be responsible for all tolls, congestion charges, taxes and gratuities arising from any change in the Journey. All additional charges must be paid by You or the Passenger, as the case may be, to the Travel Provider.
7.3. You and/or the Passengers may have to pay charges if you make changes to Your Journey once you have been picked up by the Driver. Such additional charges will be agreed locally with the Driver or the Travel Provider (as the case may be) and paid through us. The Driver and/or the Travel Provider (as the case may be) reserve the right to refuse to satisfy any request for modification of the Journey that is not reasonable, and neither we, the Driver, nor the Travel Provider (as the case may be) will be liable to You if you make changes to the Journey that are not acceptable to the Driver and/or the Travel Provider.
8. Repair or cleaning charges
8.1. You are responsible for the cost of repairing any damage or for any necessary cleaning of Vehicles and third-party property arising from any use you make of the Services that exceeds normal wear and tear and reasonable cleaning requirements. We, or the Travel Provider, will contact you to formalise the payment of such costs, and may subsequently transfer it to the Driver or the Travel Provider (as the case may be).
9. Modifications
9.1. Should any Passenger wish to change the Pick-up Location or Arrival Location, date, time or Vehicle category, you must modify Your Booking 24 hours before the time specified in the Booking process and in the Booking confirmation. Please note that a cancellation fee may apply, depending on how far in advance you cancel the Booking.
9.2. On some occasions, it may be necessary to make changes to the Booking (once accepted). Should such circumstances arise, we will inform you as soon as reasonably possible and, should the proposed changes not be acceptable to you, you may cancel the Booking without incurring any cancellation charges. However, you will not be entitled to cancel the Booking free of charge if the change only affects the identity of the Driver or the Travel Provider or the replacement of the Vehicle with another of a similar make and model, a modification that we may make at any time before the Pick-up Time. In any case, we will not be liable for any loss, whether direct or indirect, that You may suffer as a result of such changes or such cancellation.
10. Cancelación
10.1. You may cancel a Booking free of charge from the relevant Platform through which you made the Booking by contacting us 24 hours before the Pick-up Time specified in the Booking process
10.2. If you cancel a Booking after the applicable time referred to above, you will be charged in full regardless of whether or not you have made the Journey.
10.3. We reserve the right to cancel the Booking or to terminate these Terms or the Services by giving you advance or immediate notice in any circumstances, including but not limited to:
10.3.1. the insolvency of the Travel Provider or any other situation affecting the Travel Provider (including its Vehicles and Drivers) that makes it impossible to perform the services covered by your Booking. In those circumstances where we are forced to cancel due to circumstances affecting the Travel Provider, we will make all reasonable efforts to find an alternative solution. However, this may not be possible during periods of high demand. Where we notify you of the cancellation of your Booking 48 hours or less before the Pick-up Time, you will receive a refund of all amounts you have already paid in connection with that Booking; or
10.3.2. Your breach of these Terms and/or the Travel Provider’s Policies.
11. Limitation of liability
11.1. Our liability (including that of group companies) to You and the Passengers is described in our Terms and Conditions of Travel. In addition, we are not liable for any loss You may suffer as a result of events beyond our control, nor for any act or omission of the Driver or the Travel Provider (as the case may be), including but not limited to any failure or delay in the provision of the Services or other circumstance affecting the Journey and caused by the Driver or the Travel Provider (as the case may be).
11.2. Subject to clause 11.4, the Travel Provider shall not be liable to You or any Passenger for any loss or damage you may suffer, whether for breach of contract, tort (including negligence), breach of statutory duty or otherwise. Furthermore, the Travel Provider shall not be liable for any loss of profit, loss of business opportunity, loss of goodwill or indirect loss, damage or cost.
11.3. Subject to clause 11.4, the total limit of the Travel Provider’s liability to you and any of the Passengers, whether arising from breaches of the Terms or in connection with a Booking or Journey, shall under no circumstances exceed the cost of the Booking.
11.4. Nothing in these Terms shall exclude or limit liability for (1) death or personal injury caused by the negligence of the responsible party; (ii) fraud or fraudulent misrepresentation; or (iii) any other liability that cannot be limited or excluded under applicable law.
11.5. Except as expressly stated in these Terms, no representation, warranty or undertaking is given in respect of the Services. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. Specifically, no liability is accepted for warranties that the Services will be suitable for Your purposes (which responsibility rests solely with You).
12. Refund policy
12.1. Failed journeys in Pre-booked Services In the case of Pre-booked Services, since the Travel Provider will have assigned a Vehicle and a Driver to a Booking and the Driver may have incurred additional time for travel to the Pick-up Location (and waiting at the same) and back from that location, You agree that, in the event that a failed Journey is due to:
12.1.1. us having been provided with an incorrect Pick-up Location, Journey details (such as the number of Passengers or the appropriate Vehicle category for the number of passengers and their luggage) and contact details during the Booking process,
12.1.2. the Driver or the Travel Provider being unable to contact You for any reason;
12.1.3. the Passengers not being at the Pick-up Location at the Pick-up Time or before the end of the waiting periods referred to above,
12.1.4. the Passengers requiring unreasonable modifications to the Pick-up Time or the Journey:
12.1.5. You/the Passengers breaching clause 5.1 above, or
12.1.6. any other cause attributable to You or the Passengers, You will not be entitled to any refund of the Booking and neither we, the Driver, nor the Travel Provider will have any liability to You or any of the Passengers in relation to the failed Journey or the Booking,
12.2. If the Driver is not at the Pick-up Location at the Pick-up Time (or at any other time agreed between You/the Passengers and the Driver) (for reasons other than any circumstance beyond our/your reasonable control), and provided that You have complied with these Terms, you may request a refund. We will duly investigate your request for a refund on behalf of the Travel Provider, and you agree to cooperate with us and/or the latter during the investigation process. Should your refund claim be accepted, the refund may take up to three working days to process.
12.3. To request a refund, you must send a written request within 14 days of the Pick-up Time.
12.4. We will not be obliged to process any refund claim that has not been made to us in writing within 14 days of the Pick-up Time.
12.5. In all other circumstances, the charges paid by you are final and non-refundable, unless otherwise determined by Qonmigo Transfer SL.
13. General considerations
13.1. Customer reviews and feedback. We may ask you to provide us with feedback on Your Journey.
13.2. No third-party rights. For the avoidance of doubt, nothing in these terms shall grant any party other than the Travel Provider any right or benefit under applicable law.
14. Contact
14.1. If you have any questions regarding the Services, please do not hesitate to contact us. Please note that all correspondence will be sent to the email address provided by You during the Booking process, even if a third party paid for the Services.
14.2. For assistance or enquiries regarding your Booking, please contact our Customer Service Team by writing to Qonmigo.
FREQUENTLY ASKED QUESTIONS
What happens if the plane arrives early or is delayed? With our welcome service, if you provide us with your flight number when booking an airport transfer, we can track the flight and adjust the pick-up time automatically. When the plane lands, the driver will wait for you for 45 minutes. This will give you plenty of time to go through security, collect your luggage and get to the arrivals hall to meet the driver.
What does the price include? Our prices include all charges, taxes, tips and tolls. If you book a taxi to the airport, or from any pick-up point other than an airport, the driver will wait for you for 15 minutes from the agreed pick-up time. Special requests or changes to the travel itinerary may incur an additional cost.
Can I cancel my booking? Yes. You can cancel your booking for free up to 24 hours before the agreed pick-up time. Please check your booking confirmation for full details.
What is the «Meet & Greet» service? Good question, not all transfer services offer it. Our «Meet & Greet» service is included in our transfers, so instead of having to locate the taxi outside the airport, we will come to meet you. You just have to go to the Arrivals area and our driver will be waiting holding a sign with your name on it. They will help you with your luggage and take you to the vehicle. Important: always read your booking confirmation email, as it may contain essential information to locate your driver.