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CANCELLATIONS, REFUNDS and DRIVER'S WAIT

BOOKING CHANGES and CANCELLATIONS

  • Booking changes

Any changes must absolutely be communicated via email to our Booking Office, which will verify their compatibility with the other transfers booked and will reconfirm them by e-mail. The modification of some elements of the reservation may involve - in certain cases - a change in the price previously budgeted, such as for example:

  • Changes related to the transfer route
  • Changes related to the day or time of execution of the transfer
  • Changes related to the number of passengers
  • Changes related to optional services
  • Cancellations

Any cancellations must absolutely be communicated via email to our Booking Office

  • There is no penalty applied to cancellations made at least 48 hours ahead of scheduled pick up time; in this case the amount prepaid will be refunded in full.
  • There is a 50% penalty applied to cancellations made at least 24 hours ahead of scheduled pick up time; in this case the amount prepaid by the customer will be refunded for 50%.
  • Cancellations received less than 24 hours before of the scheduled pick up time are subject to a penalty of 100% i.e. not eligible for any refund.
  • Terms reserved to affiliated Agencies/Companies

The above terms shall be construed halved if the service is required by a business-partner Agency/Company (full refund 24 hours ahead, partial refund 12 hours ahead, no refund less than 12 hours ahead).

  • Payment of the reimbursements

Refund will be made through the same mean of payment used by the customer for the prepayment. In the event of prepayment by bank transfer, however, the refund will be made net of the costs related to the banking transaction.


MEETING POINT, DRIVER'S WAIT and NO-SHOW

  • Meeting point

The meeting point between driver and passenger will be clearly specified at the time of booking. In the event that the meeting place is not available due to force majeure or unforeseeable events, VPE will contact the traveler to agree a different meeting place. If requested, name and mobile-phone number of the driver will be available starting from the late afternoon prior to the service sending an email at  info@veneziaportaest.com

  • Driver's wait

The eventual driver's wait at the moment of pick up is regarded as included in the price for a well specified "period of tolerance" that varies depending on the place of pick-up (see the following art.). If the waiting of the driver exceeds such period of tolerance, the cost of the service will be increased of € 11.00 per each additional 15 minutes and will be paid directly by the passenger to the driver at the end of the transport service, except different agreements.

  • Periods of tolerance
  • At the Airports: the driver will wait for the passenger at no extra cost until his flight has landed and, from that moment, for further 45 minutes (period of tolerance)
  • At the Train Stations: the driver will wait for the passenger at no extra cost until his train has arrived and, from that moment, for further 15 minutes (period of tolerance)
  • In all the other places except Airports and Train Stations (such as Ports, Piers, Hotels, Campsites, Private Homes, etc.): the driver will wait for the passenger at no extra cost for 15 minutes (period of tolerance) past the agreed meeting time
  • Customer's delay 

If the passenger realizes that he will not be able to meet the driver within the terms above, he has to contact VPE by calling the emergency telephone number +39(0)415950673 and the driver will be waiting further (at the extra cost of € 11,00 per each additional 15 minutes) or will agree with the passenger to postpone the pick up - compatibly with the other transfers he has in charge - and/or to send another driver. If the terms above have elapsed and the Client has not yet appeared and has not yet called to warn of the delay, the driver will try to contact him at the mobile-phone number provided at the time of booking (it is Client's  responsibility to provide the number of a mobile-phone at the time of booking and keep it with him switched on).
However, if within the terms above the client has not yet appeared, has not yet called and has not answered the phone, the driver is entitled to go away and VPE is entitled to retain the whole price paid (or to debit the Agency/ Company which required the service for the whole cost).


VERY IMPORTANT: If the customer is arriving at the Airport (Train Station) with a flight (train) other than the one provided at the time of booking, for example due to a missed connecting flight (train), he is required to  notify such event to the Booking Office before of the expected arrival time of the flight (train) originally planned, so that the transfer might be appropriately rescheduled. Otherwise, the service will be considered a No-Show: therefore the price prepaid will be fully retained and no further transfer will be arranged.


Click on the respective links to see also the discipline of Failure or Delay in Service Delivery and the General Conditions of Sale.

contact us
+39.041.5950673

write us
info@veneziaportaest.com