Passenger Transport and Transfer Service Agreement

Usage note

This text may be used as the main service agreement to be displayed to users before reservation on the Pickupspoint website. It is recommended that the user confirms that they have read and accepted the agreement through an explicit checkbox.

Parties

This Passenger Transport and Transfer Service Agreement (“Agreement”) is entered into between:

on one side, 3E Seyahat Organizasyon Turizm ve Taşımacılık Ltd. Şti., offering services under the Pickupspoint brand (“Company” or “Service Provider”),

and on the other side, the person requesting transfer, chauffeur-driven vehicle, tour, activity or similar services through www.pickupspoint.com/en, WhatsApp, e-mail, telephone or other sales/reservation channels (“Customer” or “Passenger”).

Company information: 3E Seyahat Organizasyon Turizm ve Taşımacılık Ltd. Şti.; Tax Office: Pendik; Tax No: 3190398599; Address: Yenişehir Mahallesi Şefika Sokak No:4 Daire:452 Pendik / İstanbul; Istanbul Chamber of Commerce Registry No: 206617-5; MERSIS No: 0319039859900001; TURSAB Agency No: 12556; TURSAB Trade Name: Shqiptar Travel; E-mail: info@pickupspoint.com; Phone/WhatsApp: +90 536 297 3008.

Definitions

Service: Refers to airport transfer, urban/intercity private transfer, chauffeur-driven car rental, tour, activity, dinner cruise reservation and other travel services offered or organized by the Company.

Reservation: Refers to confirmation by the Company of the service requested by the Customer together with the date, time, route, number of passengers, baggage information and other details.

Supplier: Refers to licensed/suitable third-party vehicles, drivers, agencies, tour operators, boat operators or other business partners engaged by the Company for the performance of the service.

No-show: Refers to the Customer/passenger not being present at the notified place and time, not responding to communication attempts, or not benefiting from the service due to their own fault.

Force Majeure: Refers to events occurring beyond the reasonable control of the parties and preventing or seriously hindering the performance of the service.

Subject and Scope of the Agreement

This Agreement regulates the reservation, payment, performance, cancellation, refund, change, waiting time, baggage, pet, child seat, safety and liability terms of the services requested by the Customer and accepted and confirmed by the Company.

The Company may provide the service through its own vehicles and personnel, or through contracted suppliers depending on operational requirements. The use of a supplier does not change the fact that the reservation is organized under the Pickupspoint brand.

The scope of the service is limited to the service type, date, time, route, number of passengers, baggage information and special requests notified to or approved by the Customer at the time of reservation.

Reservation and Confirmation

1. Reservations may be made through the website, WhatsApp, e-mail, telephone or other channels accepted by the Company.

2. For the reservation to become final, the Company must provide confirmation in writing, electronically, via WhatsApp, e-mail or system notification.

3. The Customer is obliged to provide their name-surname, contact information, date/time, pickup and drop-off points, flight/train/ship information, number of passengers, number of bags, child seat requirement, pet information and special requests accurately and completely.

4. The Company shall not be responsible for delays, additional charges, service disruption or inability to perform the service arising from incomplete, incorrect or late information.

5. The Company has the right to reject the reservation or offer a reasonable alternative in cases of safety, illegality, vehicle suitability, capacity insufficiency or operational impossibility.

Price, Payment and Invoice

6. The service fee is determined according to the route, date, time, vehicle type, number of passengers, baggage, special requests and service type notified at the time of reservation.

7. The Company accepts online payment and cash payment. For transactions paid online, the payment provider’s rules, security checks and transaction procedures may apply.

8. Depending on the nature of the reservation, full payment, advance payment or remaining payment during the service may be requested. The payment method is stated in the reservation confirmation.

9. Items requested by the Customer such as additional waiting, route change, intermediate stop, extra baggage, child seat, pet arrangement, additional vehicle, unusual cleaning or damage may be subject to additional charges.

10. For invoice or receipt requests, the Customer must provide the legal invoice information to the Company completely.

Waiting Times for Transfers

The following free waiting times apply provided that reservation details are correctly submitted and the passenger is reasonably reachable:

Pickup Point

Free Waiting Time

Start of Waiting Time

International flights

90 minutes

Actual landing time if flight code is provided; otherwise reservation time

Domestic flights

60 minutes

Actual landing time if flight code is provided; otherwise reservation time

Hotel, address, train station, port/harbor and other non-airport points

30 minutes

Pickup time specified in the reservation

If the free waiting time is exceeded, an additional waiting fee may be applied depending on the Company’s operational availability, or the service may be considered a no-show. In case of no-show, no refund is made.

Flight Delays and Flight Information

11. If the Customer provides the correct flight code at the time of reservation and the flight is delayed, the Company updates the service free of charge according to the new actual landing time to the extent possible.

12. The Company shall not be responsible for waiting, delay or service disruption caused by failure to provide the flight code, providing an incorrect flight code, failure to notify changed flight information, or airline-related data errors.

13. The Company makes reasonable efforts to track flights; however, errors in airport systems, airline data or third-party applications are not guaranteed.

Flight Cancellations

The following special refund rule applies in case of flight cancellations:

14. If the flight is cancelled due to an airline, weather conditions or similar reason not caused by the passenger, and the cancellation is notified to the Company at least 3 hours before the transfer time, the transfer fee is fully refunded.

15. If the flight is cancelled due to an airline, weather conditions or similar reasons 3 hours or less before the transfer time, no refund is made. In this case, the vehicle, driver and operational planning are deemed to have been arranged.

16. The Company may request an airline cancellation notification, flight screenshot or similar reasonable document for refund evaluation.

17. This clause does not prevent the Company from offering a more favorable solution or an alternative date.

General Cancellation and Refund Policy

18. If the Customer submits the cancellation request to the Company in writing at least 24 hours before the transfer or service time, 90% of the paid service fee is refunded.

19. As a rule, no refund is made for cancellations made less than 24 hours before the service time.

20. For tour, activity, dinner cruise or third-party supplier services, the cancellation terms of the relevant supplier may also apply. The Customer is informed about these terms before the reservation.

21. If a refund is to be made, it is made, to the extent possible, through the same method by which the payment was received. Reflections and delays arising from bank, card institution or payment provider processes are beyond the Company’s control.

22. No refund is made in cases of no-show, incorrect date/time notification, incorrect location, being unreachable, delays arising from passport/customs/hotel check-in procedures, or inability to benefit from the service due to the passenger’s own fault.

Reservation Changes

23. Requests to change date, time, route, number of passengers, vehicle type or service type are subject to the Company’s operational availability.

24. It is recommended that change requests be submitted at least 24 hours before the service time. For shorter-notice changes, an additional fee may apply or the request may not be fulfilled.

25. A price difference may be requested in case of route extension, additional stop, waiting, redirection to a different area or change of vehicle type.

Baggage Rules

26. The Customer is obliged to correctly declare the number of suitcases and hand baggage together with the number of passengers at the time of reservation.

27. If baggage exceeding the declared amount does not fit in the vehicle, the Company may dispatch an additional vehicle if operationally available. The additional vehicle and related costs belong to the Customer.

28. If no additional vehicle is available, it may be suggested that the excess baggage be sent by the nearest suitable commercial taxi or alternative transport, subject to the Customer’s approval and at the Customer’s expense.

29. The Company shall not be responsible for delays, additional costs, service disruption, item damage or loss that may arise due to undeclared or excess baggage.

30. Illegal, dangerous, flammable, explosive, foul-smelling or transport-safety-risking items may not be accepted into the vehicle.

Pets and Child Seats

31. Prior notification must be given at the time of reservation for pet transportation. The service is provided according to vehicle suitability and operational conditions.

32. Pets may be required to be transported in a safe carrier, transport bag or appropriate protective equipment. The Customer is responsible for cleaning, odor, damage or third-party losses caused by pets.

33. Requests for child seats, baby seats or boosters must be notified at the time of reservation. Availability is not guaranteed; availability and additional fee information are specified in the reservation confirmation.

34. The final responsibility for the safe and legally compliant travel of child passengers belongs to the parent or accompanying person.

Passenger Conduct Rules and Safety

35. Passengers are obliged to wear seat belts, comply with traffic and safety rules, and observe the driver’s reasonable safety warnings.

36. Smoking in the vehicle, consuming alcohol or prohibited substances, disturbing the driver, damaging the vehicle, or endangering other passengers or third parties is prohibited.

37. If the passenger’s conduct risks safety, legality or the proper performance of the service, the driver or the Company may terminate the service. In this case, no refund is made and any resulting damages are charged to the Customer.

38. The Company shall not be responsible if the service cannot be performed due to the passenger being under the influence of alcohol or substances, aggressive behavior, insult, threat or conduct contrary to public order.

Vehicle Damage, Soiling and Additional Charges

Damage, unusual soiling, odor, stain, breakage, lost equipment or cleaning needs occurring in the vehicle due to the passenger or the passenger’s accompanying person, child, pet or baggage are charged to the Customer.

The Company may request the additional amount with a cleaning/repair invoice, service document, photograph or driver report.

If the additional fee is not paid, the Company reserves its legal rights.

Forgotten Items

39. Passengers are obliged to check all personal belongings when leaving the vehicle.

40. The Company and the driver are not responsible for items forgotten in the vehicle unless they are at fault.

41. Found items are kept for a reasonable period. Costs such as cargo, courier, redispatching a vehicle or similar expenses for delivery of the item belong to the Customer.

42. In case of loss of valuables, cash, jewelry, electronic devices, passports or documents, the passenger must immediately contact the Company and, if necessary, apply to official authorities.

Tours, Activities and Dinner Cruise Services

43. Tour, activity and dinner cruise services are subject to their own conditions, supplier availability, weather/sea conditions, safety, quota, season and operational planning.

44. Items included/excluded such as food, beverage, show, transfer, entrance ticket, guiding, insurance or equipment are specified at the time of reservation.

45. Program changes may be made due to weather conditions, safety, official authority decisions, sea conditions or supplier operations. The Company offers the most reasonable alternative possible.

46. Participation in activities may be subject to age, weight, health, pregnancy, physical competence or safety requirements. The Customer is obliged to declare that participants meet these requirements.

Use of Suppliers

47. The Company may provide the service directly or through contracted suppliers.

48. Suppliers may include vehicle providers, drivers, tour operators, boat operators, activity providers, guides, payment infrastructure providers, software providers or customer support service providers.

49. The Company exercises reasonable care in selecting suppliers. However, suppliers’ own legal responsibilities, licenses, working conditions and operational rules are reserved.

50. The Customer agrees to comply with the reasonable instructions of the Company and the supplier for the safe and proper performance of the service.

Force Majeure and Operational Disruptions

Traffic congestion, road closure, accident, adverse weather, natural disaster, epidemic, war, terrorism, strike, official authority decision, security measure, airport/port/train station operation, supplier breakdown, payment system interruption, internet/communication failure and similar situations beyond the reasonable control of the Company are considered force majeure or operational disruption.

In such cases, the Company makes efforts to reschedule the service, dispatch an alternative vehicle/supplier or produce a reasonable solution. The Company is responsible for non-performance or improper performance of the service due to force majeure only to the extent of its fault; consumer rights that cannot legally be limited are reserved.

Limits of Liability

The Company provides the necessary operational organization for the service to be performed with reasonable care. However, the Company shall not be responsible for damages arising from incorrect/incomplete information provided by the Customer, late arrival, being unreachable, excess baggage, passport/customs procedures, traffic, weather conditions, official authority procedures, third-party actions and force majeure unless it is at fault.

No provision that completely eliminates the Company’s liability or limits the consumer’s mandatory statutory rights shall apply. In claims based on the Company’s fault, applicable law and mandatory legislation provisions are reserved.

Complaints and Support

The Customer may submit complaints or requests regarding the service to the Company as soon as possible via info@pickupspoint.com or +90 536 297 3008. The Company tries to review complaints and produce a solution within a reasonable time.

The consumer’s application rights arising from the relevant legislation are reserved.

Personal Data

Personal data of the Customer and passengers are processed within the scope of the KVKK Clarification Text for the purposes of receiving reservations, performing the service, payment, communication, invoicing, customer support, security, fulfillment of legal obligations and resolution of disputes.

The Customer accepts that they will provide the necessary information to passengers other than themselves.

Electronic Approval and Records

The Customer accepts that approval given through a website checkbox, payment screen, WhatsApp, e-mail, SMS or similar durable medium is valid for the establishment of the agreement.

The Company may store reservation, communication, payment, cancellation, refund and service records within the scope of legal obligations and legitimate interests.

Governing Law and Jurisdiction

This Agreement is governed by the laws of the Republic of Türkiye. In disputes that may arise between the parties, without prejudice to the mandatory provisions regarding consumer arbitration committees and consumer courts to which the consumer may legally apply in consumer transactions, Istanbul Anatolian Courts and Enforcement Offices shall have jurisdiction.

Effectiveness and Acceptance

By creating a reservation, making a payment or using the service, the Customer declares that they have read, understood and accepted this Agreement, the Distance Service Agreement, the Cancellation and Refund Policy, the KVKK Clarification Text, the Privacy Policy, the Cookie Policy and the relevant service terms.

Pickupspoint – More than a trip.