FAQ and Travel Rules

Short FAQ Texts

How long is the waiting time for airport transfers?

For international flights, 90 minutes of free waiting time applies; for domestic flights, 60 minutes; and for hotel/address/train station/port pickups, 30 minutes.

What happens if my flight is delayed?

If you provided the correct flight number during the reservation, we will wait free of charge according to the new actual landing time in case of a delay.

Can I cancel my reservation?

If you cancel at least 24 hours before the service time, a full refund will be issued. No refund is made for cancellations made within a shorter period.

What happens if my flight is cancelled?

If your flight is cancelled by the airline or due to weather conditions at least 3 hours before the transfer time, a full refund will be issued. If the cancellation occurs 3 hours or less before the transfer time, no refund will be made.

What should I do if I have extra luggage?

You must specify the number of luggage pieces during the reservation. If extra luggage does not fit in the vehicle, an additional vehicle or alternative transportation may be organized, subject to availability, at your expense.

Are pets accepted?

Yes, but prior notice must be given during the reservation. The service is subject to vehicle suitability.

What payment methods are accepted?

We accept online payment and cash payment.

Additional Waiting Time Policy

Additional waiting time means any waiting period requested by the passenger from the driver in addition to the free waiting time provided by the Company.

In accordance with the Company’s Free Waiting Time Policy, you may request that the driver wait longer than the free waiting time provided to you before the transfer takes place or, at the latest, before the free waiting time expires. You may do this by contacting the Company’s Customer Support by calling the phone number stated in the confirmation email or on the website, or by sending an email to info@pickupspoint.com.

The Company can guarantee additional waiting time only if the request is made at least 12 hours before the scheduled pickup time and only subject to operational availability.

If you request additional waiting time and the assigned driver is able to accommodate it, an additional fee will be charged for each 15-minute period as follows:

For waiting where a sedan vehicle type has been assigned: EUR 7.00 / 15 minutes.

For waiting where a minivan vehicle type has been assigned: EUR 10.00 / 15 minutes.

For waiting where a minibus vehicle type has been assigned: EUR 13.00 / 15 minutes.

Pickupspoint does not charge any additional commission on top of these fees.

Passenger Rights and Obligations – Representations – Warranties

4.1 Passenger Representations and Undertakings

By using the Platform, you agree to the following:

You must provide accurate, complete and up-to-date information about yourself in the reservation form and update such information when necessary. The Company is not obliged to monitor or verify the accuracy of the information you provide. If any information provided by you is not in compliance with these terms, or if the Company has reasonable grounds to suspect that such information is inconsistent, the Company may refuse your registration and immediately suspend or terminate your account registration without notice and refuse any current or future use of services requiring registration. In such case, you will not be entitled to any compensation or remedy due to the refusal, suspension or cancellation of your registration.

You agree not to use the Platform: for any unlawful purpose; in any manner that interrupts, damages, impairs or reduces the efficiency of the Company’s operations; to transmit files containing viruses, Trojan horses or other harmful programs; to access or attempt to access other users’ accounts, or to breach or attempt to breach any security measures; to distribute any content that may be insulting, obscene, harassing, threatening or defamatory towards any person or group of persons on grounds of religion, gender, sexual orientation, race, ethnic origin, age, disability or any other reason; or to advertise or promote third-party products/services or your own products/services.

You shall reasonably refrain from doing anything that may damage or harm our reputation.

You acknowledge that we have limited control over the nature and content of information received by you or other users of the Platform. Although we reserve the right to do so, we do not monitor such content in the ordinary course of business and will not be responsible for such content. If you have a complaint about another user, please contact us through the Platform.

You must comply with all applicable laws in the country, state and city where you are located while using the software or the service.

You must treat the drivers you meet through the Platform respectfully and must not damage their vehicles.

You shall fully indemnify and defend us against any claim or legal action brought against us by any other person as a result of your breach of this agreement.

The email address you use to register on the Platform (for example, xxx@yahoo.com) must not be the same as the Company’s corporate name. In addition, login passwords considered objectionable and containing a URL or email address may be deleted.

You agree not to use the service or software for the purpose of causing nuisance, distress or difficulty.

By accessing and using the services via mobile devices or using certain mobile features, you may incur charges from the provider or operator of the mobile services you use (“Operator”), and you are solely responsible for paying such charges.

If your request for additional waiting time can be accommodated by the driver, you must approve the applicable additional fees either by calling the Company or by completing the transaction yourself through the link sent to you by the Company. Payment of the fee may be made before the transfer begins, either directly to the driver in cash or electronically to the Company.

You agree and undertake to avoid any action that may cause traffic safety issues. In particular, you represent and warrant the following:

You must not in any way prevent the driver from driving safely during the transfer.

Do not attempt to get out of or into the vehicle while the vehicle is in motion.

Do not smoke.

Do not open windows or doors without the driver’s permission.

During the transfer, please behave politely and respectfully and do not engage in inappropriate, abusive, provocative or threatening behavior in any way.

Do not take any action that may damage the driver’s vehicle.

Take care to transport children, animals and items to be carried in a responsible manner.

Do not throw objects into or out of vehicles, and do not soil vehicles in any way.

Please carefully follow the instructions regarding travel with small children, baby strollers, luggage, bicycles and pets.

Do not consume food or drinks during the transfer and until the transfer ends.

Do not enter the vehicle with dirty or contaminated clothing.

This document is an English translation prepared for website use. In case of legal publication, final review by a qualified lawyer is recommended.

How can I contact you?

WhatsApp: +90 536 297 3008, email: info@pickupspoint.com, web: www.pickupspoint.com/en