Terms of Service

1. General provisions

These terms set out the rules for the provision of premium transport services by VIP Transfers (the "Service Provider").

Service Provider: VIP Transfers Sp. z o.o., ul. Szlak 77/222, 31-153 Kraków, Poland, entered in the Polish Register of Entrepreneurs (KRS) under number 0000775527, Tax ID (NIP) 6793181754, REGON 382759022. Contact: kontakt@viptransfers.pl, +48 574 254 347.

2. Scope of services

VIP Transfers provides the following services:

• Airport and intercity transfers
• Hourly chauffeur service
• Group and corporate transfers
• Event and delegation handling
• Wedding and occasion transport — provided solely on the basis of an individual quotation (section 3.2)

2.1. Add-ons to the booking

Add-ons available at the time of booking may be added to any reservation — among them drinks and snacks, a child seat, a name-board welcome (Meet & Greet) and VIP terminal handling at selected airports. Availability depends on the base serving the journey and on the class of vehicle; the current list and prices are shown during booking.

Add-ons ordered after the booking has been placed are settled with the booking under section 4.4. Alcoholic drinks are served to passengers of legal drinking age only.

3. Booking and confirmation

Bookings are made through the mobile application, the website, or by telephone or email.

After a booking is placed, the client receives a confirmation at the provided email address.

Prices quoted at the time of booking are final, unless the conditions of the journey change (additional stops, route changes). Any surcharge that changes the final price requires the client's prior, demonstrable acceptance before it is applied; the rules and the manner of charging are set out in section 4.2.

This does not apply to wedding and occasion transport, for which the price is set individually on the terms described in section 3.2.

Placing a booking constitutes acknowledgement and acceptance of these terms.

3.1. Driver waiting time

Every transfer includes complimentary waiting time:

• airport pick-up (arrival) — 60 minutes, counted from the actual landing of the aircraft rather than from the originally booked time; a flight delay does not shorten this allowance,
• all other journeys, including departures to the airport — 15 minutes, counted from the agreed pick-up time.

Beyond the included allowance, a surcharge applies for each 30 minutes or part thereof, equal to half the hourly waiting rate for the class of vehicle booked and the base serving the journey (from 23 to 59 EUR per 30 minutes or part thereof). The rate applicable to a given booking is stated in the booking confirmation, in the client portal and in the mobile application — it constitutes an amount agreed with the client before performance within the meaning of section 4.2.

VIP Club clients at the qualifying tiers receive additional complimentary waiting time above this standard; the extent of that benefit is shown in the client portal.

If the passenger does not appear and does not make contact, the no-show rules set out in the Cancellation Policy apply.

3.2. Wedding and occasion transport

Wedding transport and other occasion transport (family celebrations, photo sessions, chauffeur service dedicated to a single event during the day) is provided solely on individually agreed terms.

The price calculated by the booking form, the website calculator or the mobile application does not apply to this category of service. These tools price transfers and hourly chauffeur service on standard terms and do not cover the scope typical of wedding service — exclusive use of the vehicle and chauffeur for defined hours, standby between the ceremony, the photo session and the reception, service across several addresses, travel outside the operating base, and any agreed decoration of the vehicle. The amount calculated by these tools does not constitute an offer within the meaning of Article 66 of the Polish Civil Code and is not binding on either party.

Any such request — submitted through the booking form, by telephone or by email — is treated as a request for a quotation. In response we provide an individual quotation covering the scope of service, the class of vehicle, the price, the payment terms and the cancellation policy. The contract is concluded once the client accepts that quotation (by email or in the client portal) and the Service Provider confirms it; until then the date is not reserved.

If the client does not accept the individual quotation, the request is cancelled at no cost whatsoever to the client. Any amounts collected when the request was submitted are refunded in full to the original payment method without undue delay and no later than within 14 days. Declining a quotation does not give rise to a cancellation fee or any other amount due.

Wedding and occasion transport is subject to the cancellation policy stated in the individual quotation or, failing that, to the rules provided for Premium / Event / Group services in the Cancellation Policy.

3.3. Performance of the journey by a partner

Journeys are performed with our own fleet and through vetted transport partners. Entrusting a journey to a partner does not change the agreed price, the class of vehicle or the standard of service, and does not release the Service Provider from liability towards the client — the Service Provider is liable for the acts and omissions of a partner as for its own.

Details of the chauffeur and the vehicle (first name, telephone number, make and registration number) are provided to the client before the journey in the client portal, in the mobile application or by email. The data shared with the partner and the chauffeur is described in the Privacy Policy.

4. Payments

Accepted payment methods: online card payment (Visa, Mastercard, American Express), Apple Pay, Google Pay, BLIK, and bank transfer — all processed through the payment operator Stripe (PCI DSS Level 1 compliant). Cash is accepted only by prior arrangement.

A "card after the ride" model is available, in which payment is finalised in the mobile application or via a secure link once the transfer has been completed.

4.1. Storage of the payment method, authentication and client authorisation

When paying by card, and when selecting the "card after the ride" model, the payment method (card token) is stored with the payment operator Stripe for the purpose of fulfilling the service and settling amounts due. Storage applies to payment cards only; Apple Pay and Google Pay are card-based instruments (card token), whereas BLIK and bank transfer are not stored and are not used for off-session charges.

The transaction that initiates card storage is authenticated under the client's bank requirements (Strong Customer Authentication / 3D Secure). Correct authentication of this initial transaction enables subsequent charges without re-authentication. In exceptional cases the bank may require additional confirmation — in which case the charge requires action by the client.

Authorisation to store the card and to make merchant-initiated (off-session) charges is given by a separate, explicit act of the client during booking (confirming/ticking consent to card storage on the first authenticated payment), independently of general acceptance of these terms. The time and content of the authorisation are recorded and can be evidenced on request by the bank or the client. A client who does not wish to store a card may choose a payment model without card storage (e.g. bank transfer or payment in advance).

VIP Transfers does not store full card numbers, CVV codes, or authentication credentials on its own servers. The stored token is held exclusively by Stripe. The rules for processing payment-related data, including transfer to Stripe, are set out in the Privacy Policy.

4.2. Charges to the stored card

On the basis of the authorisation given, VIP Transfers may charge the stored card without the client's renewed active involvement (merchant-initiated, off-session charges) in the following cases and in the following amounts:

• the amount due for the service under the "card after the ride" model — the full agreed amount for the completed transfer, after its completion,
• a cancellation fee — in the amount resulting from the thresholds of the Cancellation Policy, where the cancellation falls within a chargeable window,
• a no-show fee — equal to the full ride amount, on the terms set out in the Cancellation Policy,
• previously agreed surcharges: additional stops, waiting time beyond the included allowance (section 3.1) or route changes — in the amount agreed with the client before performance.

Except for the amount due for the actually performed, agreed scope of service, before any off-session charge the client receives prior notice (email) stating the amount and the basis of the charge, with reasonable advance. After each charge, the client receives a receipt and an invoice by email. Charges do not exceed the amounts arising from the booking and these rules.

4.3. Damage or required cleaning of the vehicle

A charge for damage to the vehicle or for cleaning required beyond the standard scope is not an automatic charge. It is made only after: (a) documentation (photographs and/or a report), (b) prior notice to the client stating a specific amount and its basis, and (c) a period allowed for the client to respond or submit a complaint before the charge is taken. The amount may not exceed the actual, documented damage or cleaning cost.

4.4. Invoices

Invoices are issued to the billing details provided at booking and sent to the email address given. Billing details may be completed or corrected before the invoice is issued, at kontakt@viptransfers.pl.

Amounts settled after the journey — add-ons ordered during the ride, waiting time beyond the included allowance (section 3.1) or additional stops — may be covered by a separate supplementary invoice for the same booking. Clients settled on a monthly cycle receive a collective invoice for the settlement period, in accordance with their individual arrangements.

5. Cancellation and refunds

Details of the cancellation policy, including free-cancellation windows that depend on the service type, are available on the Cancellation Policy page.

Any cancellation fee or no-show fee due may be charged to the card stored with the payment operator Stripe, in accordance with the authorisation given during booking and the thresholds set out in the Cancellation Policy.

6. Conditions of carriage

6.1. Passengers and luggage

The number of seats and the luggage capacity follow the specification of the class of vehicle booked, as shown during booking. Carrying more passengers or more luggage than that capacity requires prior arrangement — without it the chauffeur may decline to take the additional passengers or luggage, for reasons of safety and road traffic law.

Oversized items (skis, boards, prams, instruments, sports or medical equipment) should be declared at booking so that we can assign a suitable vehicle.

We do not carry items or substances whose carriage is prohibited or requires a permit, in particular dangerous or flammable materials, weapons without the required authorisation, and substances prohibited by law.

6.2. Children and child seats

Children travel in a child seat or on a booster appropriate to their weight and height, in accordance with applicable road traffic law. A child seat is an add-on to the booking — please order it at booking and indicate the category matching the child's weight; the choice rests with the parent or guardian, who knows the child's weight. Clients may also use their own child seat.

Where a child seat is required by law and has neither been ordered nor provided by the client, the chauffeur may decline to carry the child; the consequences of such a refusal are those of a passenger no-show. Carrying an unaccompanied minor requires prior arrangement and the guardian's authorisation.

6.3. Animals

Please declare the carriage of an animal at booking and obtain our confirmation. Animals should travel in a carrier or with a restraint appropriate to their size.

An assistance dog accompanying a person with a disability is always carried, at no extra charge and without prior notice.

6.4. Rules on board

Smoking is prohibited in all vehicles, including electronic cigarettes and heated tobacco devices. Passengers wear seat belts and follow the chauffeur's instructions on matters of travel safety.

Soiling or damage to the vehicle beyond ordinary wear is settled on the terms set out in section 4.3.

6.5. Refusal or termination of carriage

The chauffeur may decline to begin a journey, or terminate one in progress, where the passenger's conduct endangers the safety of the journey, breaches the law, involves aggression towards the chauffeur or others, or where the passenger demands that the journey be performed in an unlawful manner.

A refusal or termination must be justified and documented (time, circumstances, attempts to make contact). In such a case the amount due for the service remains payable in full, and the client is entitled to submit a complaint under section 9. Where a journey is terminated en route, the chauffeur stops at a place that is safe for the passenger.

7. Items left in the vehicle

Please report an item left in a vehicle as soon as possible — using the case form attached to the booking in the client portal, in the mobile application, or by email to kontakt@viptransfers.pl. The report is recorded against the booking and passed to the chauffeur and to the partner who served the journey.

Items found are kept for 30 days from the date of the journey. They are returned in person or by post at the client's cost, once the identity of the person collecting them has been confirmed. When leaving the vehicle, please take your documents, electronics and other valuables with you.

8. Liability

The Service Provider makes every effort to ensure the punctuality and safety of the journey.

In the event of flight delays, the driver monitors the flight status and adjusts the pickup time automatically.

The Service Provider is not liable for delays resulting from road or weather conditions or force majeure.

Where, for reasons on our side (vehicle breakdown, chauffeur unavailability), the vehicle agreed cannot be provided, we provide a vehicle of the same or a higher class at no extra charge. Where that proves impossible, the booking is cancelled and the amount paid refunded in full.

For journeys to an airport or railway station, please allow a time buffer for traffic conditions and check-in. We set the pick-up time together with the client and are glad to advise on it.

The above limitations of liability do not affect mandatory provisions protecting the consumer — in particular liability for personal injury and for damage caused by wilful misconduct or gross negligence.

9. Complaints

A complaint may be submitted using the case form attached to the booking in the client portal, in the mobile application, or by email to kontakt@viptransfers.pl.

A complaint should state the booking number, describe the issue and indicate the outcome sought. If the information provided is not sufficient to deal with the matter, we will ask for it to be completed.

Complaints are dealt with without undue delay and no later than within 14 days of receipt. Our reply is sent to the email address from which the complaint was received, or to another address indicated by the client; the status of the case is visible in the client portal.

Submitting a complaint does not affect the rights available to a consumer under the law.

10. Governing law and dispute resolution

The contract is governed by Polish law. That choice does not deprive a consumer of the protection afforded by the mandatory provisions of the law of their country of habitual residence.

We seek to resolve disputes amicably, in direct contact with the client. A consumer may use out-of-court complaint and redress procedures — in particular by applying to the permanent consumer arbitration court at the regional Trade Inspection Authority (Inspekcja Handlowa) or to the regional Trade Inspector for mediation, and by using the free assistance of the district (municipal) consumer ombudsman. Information on these procedures is provided by the Polish Office of Competition and Consumer Protection (uokik.gov.pl).

Consumers resident in another EU Member State may also seek assistance from the European Consumer Centres Network (ECC-Net).

The Service Provider has not undertaken to use out-of-court consumer dispute resolution; consent to take part in such proceedings is given in relation to the individual case.

The court having jurisdiction over disputes with a consumer follows from the provisions of the Polish Code of Civil Procedure. Disputes with clients who are not consumers are resolved by the court having jurisdiction over the Service Provider's registered seat.

11. Protection of personal data

Personal data is processed in accordance with the GDPR. Details are set out in the Privacy Policy.

12. Prepaid credit (Wallet)

The client may purchase prepaid credit (Wallet) that tops up their balance and may be used towards future passenger transport services (transfers) provided by the Service Provider.

A bonus (additional funds) may be added to the amount paid, on the terms shown at the time of purchase. The bonus is added value for use towards services only and is not refundable to the card.

The purchase of credit is invoiced as a prepayment for a passenger transport service (a single-purpose voucher) at the applicable VAT rate. The invoice is issued at the time of purchase to the billing details provided by the client; redeeming the credit at booking does not generate a further invoice.

Right of withdrawal. A consumer has the right to withdraw from the purchase of credit within 14 days of the purchase date, provided the credit has not been used (in whole or in part). In that case we refund the amount paid to the card used for payment; the bonus is not refundable. Once the credit has been used, or after the 14-day period, the funds are not refundable to the card and remain available for use towards services.

Validity. Purchased credit has no expiry date — it remains on the client's balance indefinitely and does not lapse.

Gifts. Credit may be purchased as a gift for another person (a gift code). Redeeming the code requires an account in the client portal. An unredeemed code expires after 12 months; the right of withdrawal is available to the buyer until the code has been redeemed.

Credit is used automatically at booking, in the currency in which it was purchased.

13. Final provisions

These terms take effect on 1 March 2026.

Last updated: 21 August 2026.

The Service Provider may amend these terms only for valid reasons, such as: a change in the law, a change in the scope or manner of providing services, a change in payment rules or the payment operator, security considerations, and the need to correct obvious errors. Clients will be notified of any changes by electronic means with appropriate advance notice before they take effect. Bookings already placed are governed by the version of the terms in force at the time of booking.

The current text of these terms is available at viptransfers.pl/legal/terms and in the VIP Transfers mobile applications.

These terms were drawn up in Polish and in translations into other languages. In the event of any discrepancy between versions, the Polish version prevails, which does not deprive a consumer of the protection afforded by mandatory provisions of law.