Service Agreement Terms and Conditions

1. The following administrative terms apply to contracts arranged by ibiRide:

1.1 Payment for a service signifies the customer’s acceptance of all our agreement terms and conditions!

1.2 We act as a transporter for passenger services between the specified departure points and destinations at the time of reservation and payment. 

1.3 IbiRide will make every effort to ensure that vehicle(s) arrive at the designated time and location. However, we cannot take responsibility for delays resulting from factors beyond our control, such as mechanical issues, traffic congestion, accidents, or severe weather conditions. We also do not assume liability for any subsequent losses.

1.4 ibiRide reserves the right to change or modify this Agreement at any time in its sole discretion and without prior notice.

1.5 If the customer does not agree to the revised Agreement, they may not utilize the Service. 

1.6 By completing the transfer acquisition and undertaking the trip, customers agree to the provisions described below.

2. Booking Details:

2.1 The booking should be made under a passenger’s name.

2.2 The booking information must include a reachable phone number for one of the passengers.

2.3 The customer must provide true, accurate, complete, and updated information about the needed service.

2.4 In the event of inaccurate information, we reserve the right to decline the booking.

2.5 Booking details (pickup point, drop-off point, pickup hour, etc.) can be modified up to 48 hours prior to the service. However, modifications are subject to availability.

2.6 It is the customer’s responsibility to review all booking details before the service and inform us of any errors.

2.7 IbiRide is not responsible or liable for the timeliness, accuracy, or quality of the service due to incorrect information provided during the booking confirmation.

2.8 Unless specified at the time of booking, we may not automatically accommodate additional pick-ups, drop-offs, or stops for any journey. However, every effort will be made to meet such requirements. In such cases, the customer may incur an extra cost. 

3. Servicies pricing policy:

3.1 The transfer price excludes any additional fees such as parking or other specific requests not previously agreed upon.

3.2 The transfer price does not cover stops or detours.

3.3 The transfer price will be adjusted if the customer modifies the booking details.

3.4 A 100% advance payment is required to book a service. Payments can be made through Payment link, PayPal, Revolut, or bank transfer.

3.5 In certain cases, a booking can be secured with a 50% advance payment, with the remaining balance due at the first pickup.

3.6 For major events/weddings, an additional deposit may be necessary to account for potential contingencies like sickness or extended waiting times.

3.7 We do not accept checks as a payment method.

3.8 The prices and estimates provided by the ibiride commercial team are valid at the time of inquiry. Any subsequent changes or additional services are subject to availability and must be paid for to confirm.

3.9 We reserve the right to adjust prices at any time based on inflation, economic conditions, competition, or other factors. Confirmed bookings will not be affected by price changes.

3.10 For bookings with pickups between 1 am-7 am, or on holidays like Christmas Day, New Year’s, Easter, etc., different rates may apply.

3.11 All prices are inclusive of VAT (10%). 

4. Vehicle Booking:

4.1 The customer will book a vehicle category authorized to carry the number of passengers and will not overload the vehicle.

4.2 If the reserved vehicle is not available to do the transfer, we will send a car with the same specifications or the next category.

4.3 We will notify the client if a particular event occurs, and we can’t provide the same vehicle specifications for the next class. If the client doesn’t agree with our solution, we will refund the customer 100% of the payments made to IbiRide up to that time for that service.

4.4 Each vehicle has a limited luggage storage capacity. Before booking a ride, please consult how many pieces of luggage can fit.

4.5 All luggage must fit in the trunk. We do not accept luggage inside the vehicle or on the passenger seats.

4.6 The customer should declare and adhere to the actual number of luggage they have declared.

5. Waiting Time, Extra Charges, and Customer No Shows:

5.1 The free waiting time included is as follows:

5.1.1 -60 minutes for airport pickups (starting from the flight arrival).

5.1.2 -15 minutes for any other pickup points.

5.2 Once the waiting time has passed, the guest will automatically incur an extra cost of at least 1 hour.

5.3 If the customer does not show up at the agreed meeting point during the specified waiting time mentioned above and has not informed IbiRide of any unexpected events, IbiRide will consider the service canceled. In such a case, the customer will not be refunded for any payments made to IbiRide for that service, and the vehicle will leave the meeting place without further notice.

5.4 Upon the customer’s request and with permission from IbiRide, the driver can extend the waiting time. In this scenario, the customer will be subject to an extra charge calculated per hour.

5.5 Please note that the extra hour is not divisible.

6. Delayed Flights:

6.1 Ibiride is not responsible for flight irregularities.

6.2 In such cases, ibiRide will do its best to adapt and still provide the transport service, based on availability.

6.3 The reserved vehicle can no longer be guaranteed. A suitable replacement will be offered depending on availability. If an alternative is not available, the service will be canceled without a refund.

6.4 In case of a canceled ride due to flight irregularities, IbiRide will provide the necessary receipts and/or invoices so that the cost can be claimed from the airline or insurance company.

7. Booking Cancelation and Refund:

7.1 Cancelling a booking within 48 hours prior to the pickup time will not result in a refund.

7.2 Cancelling a booking between 48 up to 72 hours prior to pickup will result in a refund of 50% of all payments made towards that service.

7.3 Cancelling a booking at least 72 hours prior to the pickup will result in a 100% refund of all payments made towards that particular service.

7.4 In the case of refunding payments, regardless of the reason, ibiRide does not carry the commissions related to the processing of the initial payment as well as that of the return. In such cases, we will deduct said commissions from the total refunded amount.

7.5 If any errors in the provided information result in a price change, the customer is liable for that cost.

7.6 For last-minute bookings we do not offer any refund.

7.7 The refund will be operated in maximum 48 hours after the request has been approved by IbiRide, however, due to factors beyond our control it can take up to 10 working days for the refund to be processed by the bank.

8. Guest rights and obligations:

8.1 The guest will follow the driver’s instructions during the service.

8.2 The guest will follow all the traffic regulations during the service.

8.3 The guest will treat the driver with respect and not cause any damage to the vehicle.

8.4 He will avoid any action that may cause traffic safety problems, and in particular:

8.4.1 Hinder the driver from driving safely during the service.

8.4.2 Attempt to disembark or board the vehicle when is moving.

8.4.3 Open windows or doors without the driver’s permission.

8.5 The guest agrees that will not smoke, consume food or drinks during the service or inside the vehicle.

8.6 The guest agrees to not throw objects inside the vehicle or leave garbage in the vehicle.

8.7 The guest will be decent, courteous, and not show inappropriate, abusive, provocative, or threatening behavior.

8.8 We reserve the right to refuse the access to our vehicles, or providing the services:

8.8.1 If the Guest is under the alcohol/drugs influence

8.8.2 If the guest behavior poses a threat to the driver safety, the vehicle, or other passengers within the vehicle.

8.8.3 If the guest doesn’t comply with our service agreement.

8.9 All property and luggage remains the responsibility of the passengers at all times. We do not accept any responsibility or liability for any loss or damage, regardless of how it may have occurred – whether in transit or when left in the vehicle.

8.10 The guest will not embark on a vehicle with dirty or contaminated clothing.

8.11 In case of sickness, the guest will inform the driver to stop the vehicle.

8.12 In case of carrying animals and/or objects during the service, the guest will take care not to dirty or damage/destroy the vehicle.

8.13 If the guest ignores the previous articles, he is liable to pay not only the cost for the vehicle cleaning but also compensate for the loss because of vehicle downtime.

8.14 If the guest ignores the agreement terms, we reserve the right to terminate the service immediately without any refunding.

9. Service guarantee:

9.1 At ibiRide, we are committed to providing our clients with reliable and punctual transportation services. We understand the importance of being on time for every transfer service, and we strive to meet this expectation for each and every booking.

9.2 As part of our commitment to timeliness, we offer the following service guarantee:

9.2.1 Late Arrival Guarantee: If our chauffeur service is delayed by more than 30 minutes for a scheduled transfer service, we will refund the client 50% of the service cost.

9.2.2 Service Failure Guarantee: In the unlikely event that we are unable to offer the booked service, we will provide a full refund to the client. Additionally, we will compensate the client with a 100% refund of the service cost as a gesture of goodwill.

9.3 Please note that these guarantees are subject to the agreement terms and conditions described in our service agreement. We take pride in our dedication to customer satisfaction and strive to uphold the highest standards of service excellence.

9.4 The guarantee does not apply:

9.4.1 ibiRide is not responsible for delays or failures in performance that result from causes beyond the company’s reasonable control, such as traffic congestion, road closures, police controls, severe weather conditions, vehicle mechanical issues, accidents etc.

9.4.2 For all the airport pickups, as are subject to flight delays or earlier arrival.

9.4.3 For services that have been modified from their initial form (such as location, pickup time, vehicle type, etc.)

9.4.4 For services with incomplete or inaccurate information.  

9.4.5 For situations where the customer cannot be contacted through the previously used communication channel.

9.4.6 If the pickup location has more than one access road, and we are not informed about which one is fastest/better.

9.4.7 If the pickup/ drop off location is not accessible by the booked vehicle.

9.5 In case of a delay, regardless of the reason, ibiRide will inform the client about it.

9.6 To receive the 50% refund, or the full refund and compensation, the customer must file a complaint to: [email protected], within the next 24 hours after a service delay or failure.

9.8 If ibiRide declines a complaint, deeming it ineligible, and the customer disagrees, they must refer to the competent institutions.