Basic terms

1. The Company – the Company is the carrier or intermediary of the carriage of CZECH TRANSFER SERVICE, s.r.o., with its registered office at Bělehradská 858/23, Prague 2, postal code: 120 00, ID: 08969531, which provides or arranges transportation and other services based on these business conditions for the Customer.
2. The Customer – a person or a company that uses the Company’s services on the basis of an order or contract, subject to these business terms and conditions.
3. Terms and Conditions – the conditions under which the Company provides its transportation or brokering services to the Customer; the indispensable condition for using the services of the Company is the expressed consent of the Customer in regard to these terms.
4. The Service/Transportation – the actual transport or brokering of Transportation, travel services, or other Customer services, performed or mediated by the Company.
5. The Driver– the Driver is an employee of CZECH TRANSFER SERVICE, s.r.o., or a contractual driver with whom CZECH TRANSFER SERVICE, s.r.o., arranges a transport service
6. Personal Data of Customers – personal data that, in connection with the ordering or implementation of the Company’s activities for the Customer, are communicated by the Customer of the Company.

Private Data of Customers and Handling of These Data

1. The Company works in the provision of its Services to Customers with Personal Data of Customers that Customers communicate to the Company for the purpose of properly securing and implementing the Service.
2. By agreeing to these terms and conditions, the Customer grants the Company express consent to the processing, handling, and storage of Personal and other Data provided by the Customer or the person authorized by the Customer.
3. The Company agrees to the processing of its Personal and other Data for an indefinite period of time, but only for the purpose of implementing the Company’s services ordered by the Customer (passenger and luggage service).
4. The Company is not authorized to provide any personal or other information communicated by the Customer to third parties and shall be subject to the obligation of business secrecy.
5. Customer agrees to use of his / her Personal and other Data only subject to strict adherence to the conditions laid down by law for the handling of such Personal and other Data.
6. The Company is obliged to process Personal and other Customer Data only to the extent strictly necessary and only to the extent that the Company needs such Data to properly perform its activities and provide its services to the Customer.
7. The Customer agrees that if he disagrees with the Company’s terms of use of his or her Personal and other Data, he is not entitled to use the Company’s services to reject or not to use them.
8. The Company undertakes to provide Personal and other Customer’s Data, both in electronic form and on paper. For this purpose, the Company has appointed a responsible person to ensure the proper handling of Customers‘ personal information.
9. Protection of Personal and other Data of Customers shall be carried out by the Company within the framework of its internal, legal, and administrative measures, in particular, according to its own internal directive on the protection and handling of Personal Data of Customers, and shall not use the services of third parties and companies to ensure the handling of Personal and other Customer Data.
10. Provisions for the Protection of Personal and other Data of Customers shall apply to both the Customer as a natural person as well as to intermediaries, legal entities, and entrepreneurs executing orders and the transfer of Personal Data of the Company’s Customers for the purpose of ordering its services.
11. The Company is liable for damages caused to Customers for violation of their duties in the handling of their Personal Data. However, the condition for claiming damages by the Customer is making a timely complaint and a complaint of breach of duty by the Company. Complaints must be substantiated, with breach of the Company’s obligations fully and unconditionally proven, and the claim must be recognized by the Company.

Guarantee of Compensation; Liability for Damage

1. The Company is liable to the Customer for any damage or inconvenience in the event of the Company or its employee directly or indirectly causing the damage. In case of mediation of the carriage of the Customer by another carrier, the carrier is liable for the damage caused by them performing the carriage and the Customer accepts their carriage service by boarding their vehicle.
2. The Customer takes into consideration that he has no liability claims in these events:
   1. There was a delay during the Transportation, whether initially during the arrival of the Customer, or in the actual course of transport, due to force majeure. Force majeure is defined as an intervention of a natural disaster, weather, weather conditions, a car accident not caused by the Company’s driver or a driver of an intermediary carrier, road congestion caused by road repairs or other communications, or delay caused by government or administrative intervention – police officers, etc.
   2. There has been a delay in Transportation due to the Customer or another ordering party (travel agent, hotel, tour operator, etc.), for example not arriving at the agreed time at the agreed place.
   3. There has been damage done to the property of the Customer or to his health resulting from a traffic accident not caused by the Company’s driver or an intermediary carrier’s driver, but by another driver, animal, or person.
   4. There has been damage done to the property of the Customer or to his health or life due to any maneuver that the driver was forced to undertake during transport in order to prevent greater damage or consequences, such as the need for sudden braking due to the situation on the road, sharp detours and skidding, where, unless proved otherwise, such a maneuver is considered necessary, for instance, for avoiding a collision with an animal, man, or other vehicles on the road, etc.
   5. There has been damage done due to the obliviousness of the Customer or another ordering party (for example, forgetting to put baggage into the trunk or forgetting to unload it, loss of small items or cash during carriage, etc.).
3. In the event that there was damage caused to the Customer thanks to a pickup at a different time than the time stated on the order, the Customer is entitled to a contractual penalty that represents a flat-rate compensation up to a maximum of CZK 2,000. The damage caused must, however, be demonstrable and substantiated by the Customer, who has to file a Complaint in accordance with these Conditions.
4. By using the Company’s transport or by using transport mediation services, the Customer expressly declares that he finds the amount of a contractual fine of up to CZK 2 000 as a flat-rate compensation for damage caused by or in connection with the transport to be entirely sufficient, and agrees with this amount. In case of disagreement, the Customer is not entitled to use the Company’s services and the Company is obliged to refuse to provide such services.
5. If the Customer intends to claim damages exceeding the amount of the contractual penalty of CZK 2 000, then he/she is obliged to insure him/herself in case of damage. This duty to get insurance against damage in the event of injury has been fulfilled by the Customer on the basis of boarding, and the Customer takes full responsibility for the fulfillment of this obligation.

Determining the Time of Commencement of Transport

1. However, the Customer or another ordering party expressly acknowledges that they are obliged to negotiate the time of departure of the Customer, i.e. the time of arrival of the carriage well in advance (for example, prior to departure, the commencement of another flight, etc.), including the offset of at least 30 minutes, to prevent delays to the carrier due to force majeure, bad traffic or road complications (accidents, traffic jams, and other traffic restrictions).
2. If the Customer or another ordering party does not respect the above-stated limits and time reserves stated in their order when setting the time for boarding, and consequently has damages caused to them because of it, they are not entitled to compensation for such damage by the Company.

Booking Terms

1. The Company provides all services based on orders from the Customer or other ordering party (hotel, travel agency, excursionist, etc.). Orders can be placed online via our website, by e-mail, or by text message on Whatsapp.
   1. If the Customer sends the booking by e-mail or by text message on Whatsapp, the order must include the date and time of pick-up, pick-up and drop-off location, number of passengers, full name, and eventually the number of a flight or notes about traveling children, bulky luggage, etc.
2. The Company does not accept orders made by phone call. 
3. The agreement on the basis of which the provision of services to the Customer is realized arises on the basis of binding order confirmation. The binding confirmation is a confirmation by message on Whatsapp for Whatsapp bookings, and e-mail confirmation for orders created through the web page and via e-mail. An acknowledgment of receipt of an order in the system is not considered binding unless it is confirmed by the Company, where the Customer is at the same time advised that the Company’s services can only be used under these Business Terms.
4. An order confirmed by the Company (or part of it) is considered binding for both parties unless the terms of the contract agreed at the time of confirmation are violated. In particular, the content of the order (exact specifications of the transport and the number of persons transported), the price of the transport, the method of payment, consent to the business conditions – in particular with the maximum amount of the contractual penalty and the limitation of the liability of the Company for the damages caused, and the term of realization.
5. The Company does not accept orders requiring instant pick-up.
6. The Company does not guarantee the availability of the Service if it is not booked:
   • 24 hours in advance – for for the long-distance transfers from Prague, Prague airport transfers, Prague city rides, Prague city tours, hourly hire taking less than 4 hours. the long-distance transfers with the pickup point out of Prague with drop-off in Prague or anywhere in the Czech Republic, the day trips out of Prague, hourly hire taking from 4 to 12 hours
   • 48 hours in advance – for long-distance transfers with the pickup and drop-off point out of Prague or out of the Czech Republic, daily hire taking 1 to 3 full days within the Czech Republic, Germany, Poland, Slovakia, Austria, or Hungary.
   • 7 days to 3 weeks in advance – for the multi-days European trips, depending on the trip duration and visited countries, daily hire taking more than 3 full days
7. The Customer is obliged to order a suitable car size for the number of passengers and luggage.
   1. The Company does not guarantee to carry excessive amounts of luggage without the previous note.
   2. A child of any age or any weight, as well as a small pet, is counted as one passenger.
   3. If the Customer does not require the correct child seat, the Company is entitled to refuse or terminate the transfer with no refund.

Prices

1. The company’s website offers a quotation, based on the information, provided by the Customer. The Company may amend the quotation if there is any material change to the original itinerary, the number of passengers or the type or size of vehicle required.
2. The quotation will include a 60-minute waiting period after the advertised landing time and the cost of car parking. The Company is entitled to charge the Customer for waiting at its standard rates after the initial 1-hour period has expired. The Company will check for flight delays before the driver leaves for the airport.

Payment

1. The Customer is obliged to pay the Company for the provided services.
2. The Company accepts the following ways of payment:
   • cash payment – the Driver or representative of the Company accepts Euros (EUR) and currencies that are optional during the booking process, i.e. Czech crowns (CZK), British pounds (GBP), US dollars (USD), and others. Payments in cash in Czech or other foreign currency are based on the current exchange rate of Euro on the day of the pickup, determined by the Company, not on the rate that was current on the day of booking.
   • card payment – if the Customer pays by a debit or credit card online, it is possible to make payments in EUR. If the Customer pays directly to the Driver or a Company representative, it is possible to make a payment only in CZK and only by cards whose logos are displayed on the Company’s website. If the Customer pays online in advance, the driver or a representative of the Company is informed of the payment; it is not necessary to print a payment receipt.
   • bank transfer (invoice) – is only possible upon request or when the Company has allowed this payment option exclusively in the case of the particular Customer. The Company may require payment of an advance before the order is executed, otherwise, it is entitled to cancel the order. Invoices can only be issued in the following currencies – CZK, EUR, USD, or GBP. For invoices issued to foreign Customers where the transport price is less than CZK 5,000, the Company is entitled to charge a handling fee of CZK 200 for receiving a foreign payment.
3. For payments made directly to the driver (by credit card or in cash), the driver will issue a receipt on the day of pickup to the Customer (usually a simplified tax document). For payments made online via the Company’s website, the Customer will be sent a receipt for the ordered service. The final tax invoice for the online deposit is issued by the Company upon request. If the Customer pays for an invoice (bank transfer), the invoice is issued by the Company, and the price including VAT. If the document is issued directly by the contractual driver, the tax document may or may not include VAT, depending on whether or not the driver is a registered VAT payer. All listed prices are final with including VAT.
4. The Company may require a deposit or full pre-payment for the trips where the pickup location is outside Prague, for the hire taking more than 1 full day, all multi-day trips, all coaches (on request), and luxury limousines (specifically Mercedes V-class, or Business sedan) at least 24 hours before the specified pickup time. In such cases, the Customer’s company will be required to report the deposit and the possible method of payment. If the required deposit is not paid, the Company has the right to cancel the order without a refund.

The changes and cancellations

• Transfers within Prague city limits – If a Customer wishes to change or cancel his reservation for any reason, he may do so by email or by telephone before leaving – at least two hours before the pickup time. If the Customer has already paid for the pickup and canceled the ride in the required time, the Company will return the money to him or the service will not be invoiced. If the Customer fails to cancel the service in a timely manner, the prepaid advance or the amount for the execution of the transport is considered to be the amount of the contractual penalty that compensates the Company with the damage caused by the late cancellation.
• Long-distance transfers from Prague or transport with a pickup point outside of Prague – Changes and cancellations of transfers that have a designated pickup spot outside of Prague are subject to different cancellation conditions. Cancellations must be made at least 24 hours before the scheduled pickup time, otherwise, the Company will charge a 100% cancellation fee as a flat-rate compensation in the form of a contractual penalty paid by the Customer. The reason for applying a 100% cancellation (contractual penalty) is to cover all the costs of the ordered and non-shipped transportation from the Company.
• Long-distance transfers with the pick-up and drop-off out of Prague or Czechia – Changes and cancellations of transfers that have a designated pickup and drop-off spot outside of Prague or Czechia are subject to different cancellation conditions. Cancellations must be made at least 48 hours before the scheduled pickup time, otherwise, the Company will charge a 100% cancellation fee as a flat-rate compensation in the form of a contractual penalty paid by the Customer. The reason for applying a 100% cancellation (contractual penalty) is to cover all the costs of the ordered and non-shipped transportation from the Company.
• Prague city tours, hourly hire, and one-day trips outside Prague – Cancellations must be made at least 12 hours in advance of the scheduled trip, otherwise, the Company will charge a 100% cancellation fee (contractual penalty, as a flat-rate compensation for late cancellation). For larger groups or reservations where a deposit is required, cancellations must be made at least 24 hours prior to commencement, otherwise, the Company will charge a 100% cancellation fee as a flat-rate compensation in the form of a contractual penalty paid by the Customer. The reason for the 100% cancellation fee is to cover all the costs of the already ordered and non-commissioned service on behalf of the Company.
• Multi-day trips/daily hire – Changes and cancellations of tours or hire that take longer than 1 day are subject to different cancellation conditions. Cancellations must be made from 2 weeks to 3 days before the first day of hire (dependably on the trip/hire duration and the included countries), otherwise, the Company will charge a 100% cancellation fee as a flat-rate compensation in the form of a contractual penalty paid by the Customer. The reason for applying a 100% cancellation (contractual penalty) is to cover all the costs of the ordered and non-shipped transportation from the Company.
• Buses (coaches) and luxury vehicles – are subject to different cancellation conditions than normal transfers. Cancellations must be made at least 24 hours prior to the scheduled pickup time, otherwise, the Company will charge a 100% cancellation fee. The reason for applying a 100% cancellation fee is to cover all the costs of the ordered and unattended Transportation by the Company. In case your flight is significantly delayed (more than 20 minutes), the Cinoaby might not be able to provide booked service. In such circumstances, the Company tries to find the best possible solution and will offer either a full refund or an option to change the booking for a later time, or an alternative vehicle. Those situations are fully excluded from our compensation scheme.

Refunds

1. If the Customer cancels a prepaid online service and is entitled to a refund, the money will be automatically returned to the card (or account) that was used to pay the order. The default refund period is 180 days from the transaction date. When the Customer requests a refund after 180 days, there might be extra fees to cover different refund methods (e.g. postal, bank transfer, or PayPal fees). Otherwise, any refund claims must be submitted within 30 days in writing or by e-mail, to the address or email address of the Company. Upon expiry of this period, the Customer no longer has any claim for a refund (compensation).

Compensations

1. Claims for damages must be submitted within 30 days in writing or by e-mail, to the address or email address of the Company. Upon expiry of this period, the Customer no longer has the right to claim compensation or any related claim for damages, with respect to the application of the contractual penalty. Any Customer complaint will, however, be properly investigated. Compensation for damage/inconvenience is limited to a maximum amount equal to the transport price per reservation, but not exceeding CZK 2 000 – a maximum contractual penalty. Damages are totally exempt in instances when, for logistical reasons, a replacement wagon of the same type or the same wagon is provided in another color and the situation where the damage occurs due to events that the service provider cannot influence, such as natural disasters. Claims for damages in case your flight is significantly delayed (more than 20 minutes) are fully excluded from our compensation scheme too.

Complaints

1. In case of any problems, the Customer needs to follow this complaint handling procedure. If a Customer desires to claim damages, he must immediately inform the Company about the problem. If the Customer cannot find his driver or has any other problem with a particular ordered service, he contacts the Company immediately via telephone. If the problem is not resolved immediately or to the extent that is required, the Customer will communicate this fact to the Company by email or in writing and will give details of the complaint. The complaint will then be investigated as soon as possible, usually within a few days.
2. All necessary contacts regarding the Company for the purpose of filing a complaint or claiming a contractual penalty/compensation shall be found by the Customer on the order or the contract of carriage, or these contacts will be found in a visible place in the car, or the contact will be provided by the respective driver of the car to which the Customer is transported.
3. In the event of a breach of the Company’s obligations in respect of the handling and storage or use of its Personal Data, the Customer has a right to a complaint against the Company’s conduct in this matter. The complaint will be sent by the Customer to the address or email address of the Company, which will examine the Customer’s complaint, investigate and take the necessary action both with respect to the complainant and with respect to other Customers.

Obligations of the Customer

1. The Customer is obliged to behave at the time of transport in accordance with the driver’s instructions and in particular to observe the safety regulations of the valid carriage. The Customer acknowledges that he has been advised of all circumstances, including safety regulations, prior to transport. The Customer also undertakes not to damage the carrier and transport vehicle in any way, to preserve its cleanliness, not to damage the property of other transported persons, and not to cause trouble in any way during the transport. In the event of a breach of these obligations, the Customer is aware of the liability for the damage caused by the Company or the ordered Transporter or third parties by their actions.
2. The Customer is also obliged to board the vehicle at the agreed time of arrival, except when he finds out that he cannot board it for a valid reason (stated above).

Validity of Terms and Conditions

1. These Terms and Conditions are valid for an indefinite period starting from 1st May 2022. In the event of changes to these Terms and Conditions, which are reserved by the Company, the Customer is considered to be bound by the Terms and Conditions in the version valid at the time the contract was signed, or the valid order was sent or placed