GENERAL CONDITIONS OF USE
Payment of services through our website is done through the registered entrepreneurial activity code of the above-mentioned activity that is considered as the provider of services of this website to end customers.
We try to be precise in the descriptions of our services, displaying photos and prices, but we can not guarantee that all information is complete and error-free. All vehicles displayed on the site are part of our offer but do not necessarily mean that they are available at any time. All vehicles that will transport you are registered for taxi passenger transport or limo services, but not all are owned by Sarajevo Transfer but by colleagues with whom Sarajevo Transfers cooperates without charging any commission and are also registered as auto taxi entrepreneurs or limo service/shuttle providers.
The transfer is the transport of one or more passengers from one location to another. SarajevoTransfers does not provide shared and classic taxi services. With us, you only can book private transfers of passengers to longer routes, the shortest distance we can do is a taxi transfer from the airport to Sarajevo.
In order to use the transfer services, the client needs to specify the departure and destination locations.
A transfer is done by a vehicle in which a certain number of passengers and a piece of luggage fits.
The driver waits for the client at the airport holding a sign indicating the client’s surname clearly, while if he/she is waiting for a client at an address, he or she informs him by phone or vehicle details message (color, model, plates).
And if it is defined by law as a special activity, the limo service is actually renting a vehicle with a driver.
We do not schedule taxi trips around the city, nor do we respond to such a call because Sarajevo Transfer doesn’t have a dispatching radio center for this purpose.
In order to make a reservation through a contact form, it is necessary for the client to fill in all the required fields on the booking form.
Regardless of how your booking form is automatically updated about a successful booking, only when you manually process the reservation and contact you via email or phone you can consider booking complete. If you do not respond to this email or call / SMS, we believe that the reservation is incomplete.
All driving details are required if you book via email, Viber, WhatsApp, or via SMS or calls.
It is mandatory that the client enters the city or airport as the initial and/or final destination.
It is also necessary to select the desired type of vehicle. If the vehicle of the class you select is not available, we reserve the right to send you a higher-class vehicle, but at the same time, without paying the price. Clients must keep in mind that all children (regardless of age) are counted as travelers and must have a separate seat in the vehicle. The price does not depend on the number of passengers.
It is necessary to enter travel data: time, address, flight number, as well as contact details. The client is responsible for entering the correct mobile phone number and has to be available. If we can’t reach the client before the ride we have the right to decline his/her booking except if the client paid the deposit/full price in advance.
If you book too late in order to be able to arrange transportation, we are obliged to inform you in due time. If such a reservation in the late evening or early hours is possible, we will not inform you in due time.
The client is responsible for the accuracy of all travel details. It is necessary that the clients check and confirm that all the information provided is fully accurate and complete. In the event that the transfer is not made due to incorrect data on the voucher (for example contact information, place, and time of purchase), a transfer refund will not be possible. It is necessary that clients enter a local time (in the country where the transfer will take place).
If our system fails to find a relationship in our relationship base, please send a written request to the e-mail address.
In some cases, the automatic pricing system does not calculate the price correctly because it can not automatically consider the tolls, border crossings, complexity, and heavy traffic on the road. In that case, we are obliged to inform you about the price shortly after you receive an automatic booking confirmation.
MEET AND GREET
The driver must meet with the customer at the location at the time indicated in the booking confirmation.
The driver will have a board with a client’s name if he is waiting for the client at the airport.
The driver will wait for the client at the arrivals for up to 1 hour after the plane lands. After that, he can wait for more for an extra charge but he has no obligation for that.
15 minutes of waiting at the pickup location (except the airport) are free of charge. If within this time frame driver can’t reach the client we will consider the booking is canceled.
If for whatever reason, the driver can not wait for the client in time, he must notify the client in a timely manner.
The client is obliged to wait for the driver at the agreed location and at an agreed time except at the airport where the departure time depends on passport control.
If there are any changes (time of arrival or departure, location, delay/movement of the flight, in the event of a transfer, please keep in mind that we can only track the flight details printed on the booking confirmation), the client is obliged to inform us.
If the driver does not appear at the agreed location at a specified time and if he does not respond to the call within 10 minutes, the client can cancel the ride and request for refund. In this case, in order for the client to receive a refund, he must prove that he was waiting for the driver in time and at the agreed place. A photo of the table showing the current date and time is acceptable proof. The client must send an e-mail with a refund request with all the details.
Baggage is allowed in the trunk of normal size (about 400l) so that it can be safely closed without collapsing the seat. Drivers are not required to carry luggage other than hand-held to transport on the seats. Luggage must be secured on your part, especially fragile things and liquid.
Sarajevo Transfer does not accept the transport of pets. We like animals, but we try to maintain the maximum hygiene of the vehicle and we do not allow the transport of pets.
20% payment by PayPal or SWIFT at least a day before the ride, the rest of the payment is in cash directly to the driver.
If you pay through SWIFT, payment is required 24h before the start of the journey. As proof of payment, a bank receipt, or a screenshot.
In case of a refund, we make refunds through PayPal.
CHANGE OF RESERVATIONS
In case of any changes, it is necessary to send us an e-mail to the address. It is necessary that the seller approves all changes, after which the confirmation of the successful change of reservation will be sent to the e-mail address entered during the booking. All changes, in accordance with the above conditions, are allowed up to 24 hours before the first scheduled transfer.
The client is responsible for all increased costs that may occur during the required change. Increased costs can be due to: changing vehicle size, changing destination, additional requests, etc. If there is a price change, you will be notified by e-mail, where you will also find instructions for additional payment. These payments must be made before the agreed transport.
If a change of booking results in a cost reduction, you will receive a refund (difference) if the request for a change is received at least 24 hours before the agreed tranche.
The seller will track the details of your flight and arrival, based on the information provided at the time of booking. If your flight is delayed for 3 or more hours, the flight number changes, or miss your flight, you must notify us of the emergency number obtained in the voucher. Any changes resulting from your transfer information, including the time of arrival, are subject to acceptance by the seller.
After your flight has landed, the seller will wait for a maximum of 60 minutes at the agreed place (located on your voucher). If you feel that it takes more than 60 minutes to arrive at an agreed location (due to passport control, customs, baggage, lost baggage, etc.), please call the emergency number written on your voucher. If it takes a driver to wait longer than 60 minutes, this will be the subject of availability and you may experience a change in the price of your transfer. If the driver is not notified of the delay, the transport will be canceled and the payment is canceled. At departure points other than aerodromes, the driver will be required to wait a maximum of 10 minutes.
CANCELLATION BY CUSTOMER
All cancellation requests must be sent in writing to our e-mail address or WhatsApp.
If the cancellation is made at least 24h before your first agreed to transfer, the refund will be made in full (100%) within 7 business days (minus bank commissions).
If the cancellation is made between 12h and 24h before your first agreed to transfer, the refund will be made for 50% of payment within 7 business days (minus bank commissions).
If the cancellation is made less than 12 hours before the agreed departure, the money will not be refunded.
CANCELLATION FROM OUR SIDE
In rare cases, we may need to cancel your reservation due to unforeseen circumstances. In these cases, we will notify you of cancellation as soon as possible and we will make a full refund for services that are not provided if the service is already paid.
OBLIGATIONS OF THE DRIVER
- safe driving
- polite and friendly behavior
- to be unobtrusive
- to be able to communicate in the English language
- to turn on WIFI while in Serbia (not abroad because of roaming)
- to turn on neutral music acceptable to everyone or to leave a radio station as desired by the traveler
- to maintain room temperature in the car
- not to smoke in the car
- not to use the phone while driving
- to keep the vehicle clean and clean
- to help travelers around luggage
- to follow the flight and wait for passengers at the airport with the inscription
- to make shorter breaks on the journeys
For any comment or suggestion contact us.
- not to eat in the vehicle
- not to bring pets
- not to smoke in the vehicle
- to be appropriately dressed (transport without a shirt or wearing a swimming suit is prohibited by law)
- to leave a deposit if they are moving away from the vehicle.
- to take care of your valuable things because we are not responsible for lost items that disappear during your driving.
- not to have more companions with them and do not carry more luggage than they stuck in the vehicle.
- To put safety belts on.
- not to put their feet on the seats or other parts of the interior that are not foreseen for this.
- not to allow children to stand in the back seat.
100% refund (for rides that are already paid in advance):
- In case you cancel the ride at least 24 hours before the ride
- Driver doesn’t show up (we are making your refund + 20% of transportation price)
- We cancel your ride because of unforeseen circumstances. if we do that less than 24h before the ride we will make your refund + 20% of the transportation price
- Due to greater inconvenience during the trip caused by our guilt
You are entitled to a price reduction or refund of 20% in the following situations:
- The driver is 10 minutes or more late
- In case of any inconvenience caused by our fault