Terms & Conditions

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1. DEFINITIONS
2. ABOUT THE COMPANY
3. INTRODUCTORY NOTES – BOOKING & CONTRACT FORMATION
4. NATURE AND SCOPE OF THE SERVICE
5. BOOKING PROCEDURE
6. EQUIPMENT & EXTRAS
7. BAGGAGE ALLOWANCE
8. ARRIVAL TIME CHANGES & WAITING TIME
9. PAYMENT METHODS
10. CANCELLATION
11. CHANGES, AMENDMENTS AND CANCELLATIONS
12. PASSENGER NO-SHOW POLICY
13. DRIVER NO-SHOW POLICY
14. FORCE MAJEURE
15. PASSENGER BEHAVIOR
16. ACCEPTANCE OF RISK
17. DISPUTES AND LIABILITY
18. INTELLECTUAL PROPERTY RIGHTS
19. SUBJECT MATTER AND DURATION OF THE AGREEMENT
20. NATURE, PURPOSE, AND SCOPE OF PROCESSING
21. TYPE OF PERSONAL DATA
22. COMPANY’S RIGHTS AND OBLIGATIONS
23. CUSTOMER RIGHTS
24. FINAL PROVISIONS

1. DEFINITIONS

“Booking” means a booking request submitted by the Customer through the Company’s accepted booking channels (email, telephone, or the online Booking Form). A Booking becomes contractually binding only upon issuance of a Booking Confirmation by the Company.

“Customer” refers to any individual or legal entity that books a Service through email, telephone, or the online Booking Form provided by the Company. Upon issuance of a Booking Confirmation by GoTransfer FlexCo, the Customer enters into a contractual relationship governed by these General Terms and Conditions. The Customer remains fully and jointly liable for all acts, omissions, conduct, and compliance of all Passengers included in the Booking, including financial obligations, damages, penalties, and consequences arising under these General Terms and Conditions

The Customer:

• must be at least 18 years of age and possess the legal capacity to enter into binding agreements;

• must not be subject to any legal restrictions that would preclude entering into a contractual relationship;

• is responsible for providing accurate and complete information throughout the booking process;

• is financially responsible for the Service booked and/or rendered, including any amendments, cancellations, or applicable surcharges;

• is required to ensure that all Passengers are fully informed regarding the Booking and any subsequent updates or modifications;

• confirms that all Passengers acknowledge and accept these General Terms and Conditions.

“Passenger” refers to any individual named in the Booking Form as a recipient of the transportation Service. A Passenger may also be the Customer, but not necessarily. Passengers must be at least 18 years old or, if under 18, must be accompanied by a responsible adult and provide a duly signed written consent form from a parent or legal guardian authorizing the trip and accepting responsibility for the minor. All Passengers must comply with these General Terms and Conditions.

“Service” (also referred to as “transfer,” “ride,” or “transport”) means the arranged transportation of Passengers by a licensed driver and vehicle between a designated start and destination location. A Service may consist of one or multiple transfers and may include mediation in organizing additional travel-related services at the Customer’s request and expense. References to a ‘transfer’ or ‘ride’ shall be understood as references to the Service or a part thereof, unless the context expressly requires otherwise.

“Company” refers to GoTransfer FlexCo, a limited liability company with its registered office at Sankt Nikolaus-Gasse 9, Innsbruck, Tyrol, Austria, registered under company number FN 656044x with the Commercial Court of Innsbruck. Depending on the circumstances, the Company may act either as a Transport Provider or as an intermediary (agent).

“Transport Provider” refers to the entity that actually performs the transportation Service. The Transport Provider may be either the Company itself or an independent third-party transport provider.

Where a Service is performed by a third party, such third party shall be referred to as a “Carrier.” All Carriers are duly registered and licensed in accordance with applicable national and European Union regulations.

References in these General Terms and Conditions to a Carrier shall, where applicable, also apply to the Company when the Company itself performs the Service, unless expressly stated otherwise.

“Booking Confirmation” means the official Booking Confirmation issued by the Company and delivered to the Customer via email. It confirms acceptance of the Booking by the Company, contains the material details submitted through the Booking process unless expressly stated otherwise, and constitutes the sole instrument by which the contractual relationship between the Company and the Customer is formed.

These General Terms and Conditions govern the contractual relationship between the Customer and the Company in connection with the Booking and, where applicable, the Company’s agency services. Any terms and conditions of a third-party Carrier shall apply solely to the performance of the Service itself, to the extent applicable. In all cases, mandatory applicable law shall prevail.

These General Terms and Conditions were originally drafted in English. In the event of any discrepancies, inconsistencies, or interpretative uncertainties arising from translations, the English version shall prevail as the legally binding version. Any translations are provided for informational purposes only. Customer support is provided in English.

2. ABOUT THE COMPANY

GoTransfer FlexCo is a limited liability transfer company with its registered office at Sankt Nikolaus-Gasse 9, Innsbruck, Tyrol, Austria. The Company provides transportation Services and may act either as the Transport Provider by owning, operating, and managing vehicles, or as an intermediary by arranging such Services to be performed by independent third-party professional transport providers (“Carriers”), depending on the specific Service booked.

By using the Company’s web-based Booking platform (accessible at www.go-transfer.eu), or by submitting a Booking via telephone (+43 681 2070 4916) or email (office@go-transfer.eu), the Customer acknowledges and agrees that the contractual relationship is concluded exclusively with GoTransfer FlexCo, irrespective of whether the transportation Service is performed directly by the Company or by a Carrier.

Where the transportation Service is performed by the Company, GoTransfer FlexCo acts as the Transport Provider and assumes responsibility for the proper performance of the Service in accordance with applicable law.

Where the transportation Service is performed by a Carrier, GoTransfer FlexCo acts as an intermediary. In such cases, the Carrier is responsible for the execution of the transportation Service, including its legality, licensing, safety, and operational performance.

All Carriers cooperating with the Company are professional transport operators duly registered in their respective national business registries and operating in compliance with applicable legal and regulatory requirements governing passenger transport within their respective jurisdictions.

While GoTransfer FlexCo may assist in communication, coordination, or customer support in relation to Services performed by Carriers, the Company does not assume responsibility for the operational performance of transportation Services provided by a Carrier, including delays, incidents, or damages occurring during the execution of such Services, except where and to the extent that liability arises under mandatory applicable law.

Drivers engaged by Carriers operate independently and are not employees, agents, or representatives of GoTransfer FlexCo. GoTransfer FlexCo does not exercise direct control over the operational conduct of such drivers during the performance of the transportation Service, without prejudice to any responsibility or liability that may arise under mandatory applicable law.

Where GoTransfer FlexCo acts as an intermediary, the Company remains committed to applying reasonable care in the selection of Carriers, monitoring Service quality, and reviewing customer feedback. However, such quality assurance measures do not alter the allocation of responsibility between the Company and the Carrier as set out above.

Prior to making a Booking, the Customer is strongly advised to carefully review these General Terms and Conditions, as they govern all Services arranged through the Company.

If the Customer does not accept these General Terms and Conditions, the Customer must not proceed with a Booking through any of the Company’s booking channels.

3. INTRODUCTORY NOTES – BOOKING & CONTRACT FORMATION

By completing the Booking process, the Customer confirms that they have the legal capacity to enter into binding agreements in their own name and, where applicable, on behalf of all Passengers included in the Booking, and that they have read, understood, and accepted these General Terms and Conditions.

By submitting a Booking through the Company’s web-based Booking platform, or by submitting a Booking via telephone or email, the Customer submits a non-binding Booking request to enter into a contractual relationship with GoTransfer FlexCo, subject to acceptance by the Company.

The Customer expressly acknowledges that a Booking, including the completion and submission of a Booking Form, does not in itself constitute a binding contract. A binding contractual relationship between the Customer and the Company shall arise exclusively upon issuance of a Booking Confirmation by the Company.

The Booking Form and all information submitted by the Customer during the Booking process form an integral part of the Booking request and, together with these General Terms and Conditions, constitute the contractual basis of the Service once a Booking Confirmation has been issued.

By proceeding with a Booking and upon receipt of the Booking Confirmation, the Customer confirms acceptance of these General Terms and Conditions and agrees to be fully bound by them for the duration of the contractual relationship.

If the Customer does not accept these General Terms and Conditions, the Customer must not proceed with the Booking process or submit a Booking request, and the Company shall be under no obligation to accept the Booking or to provide the Service.

Where any provision of these General Terms and Conditions or any information required during the Booking process is unclear, incomplete, or requires clarification, the Customer is strongly encouraged to contact Customer Support prior to submitting the Booking. Upon request, the Company will use reasonable efforts to provide clarification prior to issuing a Booking Confirmation.

Failure by the Customer to seek clarification prior to submitting a Booking does not relieve the Customer of any obligations arising under these General Terms and Conditions once a Booking Confirmation has been issued.

4. NATURE AND SCOPE OF THE SERVICE

The transfer Service consists of the provision of transportation by a vehicle with a professional driver for the carriage of Passengers between the specified pick-up and drop-off locations. Any maps, routes, vehicle images, and estimated travel times displayed on the Company’s website are provided for illustrative purposes only and do not constitute binding contractual elements; however, the Company shall make reasonable efforts to ensure that the Service is performed in accordance with the Booking Confirmation.

While the Company makes reasonable efforts to perform pick-ups and drop-offs in accordance with the Booking Confirmation, all stated times and duration estimates are non-binding and may be subject to change due to factors beyond the Company’s control, including traffic conditions, weather, or Force Majeure events.Any such information shall not constitute a Booking or contractual commitment unless and until a Booking Confirmation has been issued.

Please note:

• The vehicles displayed online are provided for illustrative purposes only and may vary in model, brand, or configuration. The Company reserves the right to provide a vehicle of the same or higher category and capacity, or multiple vehicles where necessary, at no additional charge and without prior notice, provided that the agreed capacity and Service level are maintained.

• It is the Customer’s responsibility to verify the scheduled pick-up time and to ensure timely arrival at the designated departure point, whether an airport, port, or station, allowing sufficient time for any applicable check-in or boarding procedures, or baggage claim.

• Should road closures, traffic conditions, or other unforeseen circumstances require a deviation from the standard route, the driver or Carrier may proceed via an alternative route. Any additional costs incurred as a result of such deviation may be charged to the Customer only where such deviation is requested by the Customer, expressly approved by the Customer, or is necessary to ensure the safe and lawful completion of the Service.

• All transfer Services, whether performed directly by GoTransfer FlexCo or by third-party Carriers, are provided under the public liability insurance of the performing transport provider (the Company or the Carrier, as applicable), in accordance with applicable law. Where a Service is performed by a Carrier, GoTransfer FlexCo does not act as the insurer of such Service and assumes no insurance liability beyond that required by mandatory law.

• SMS notifications constitute an optional Service. Only Customers who select this Service at the time of Booking will receive SMS updates. The delivery of SMS messages depends on third-party mobile network providers and cannot be guaranteed. In the event that SMS messages are delayed, incomplete, or not delivered, the email Confirmation and the information contained in the official Booking Confirmation shall constitute the sole authoritative source regarding the Service.

• All time data presented on the Company’s website are stated in Central European Time (CET/CEST), including applicable daylight-saving time adjustments, and are displayed using the 24-hour format (e.g. 08:00 for eight o’clock and 14:45 for fourteen forty-five).

• All textual content, photographs, videos, and other informational materials displayed on the Company’s website are provided for informational purposes. While the Company makes reasonable efforts to ensure accuracy, completeness, and timeliness, certain Services or features may be unavailable from time to time.

The Company shall not be liable for items left in the vehicle after completion of the Service; however, where reasonably possible, the Company or the Carrier will make reasonable efforts to identify any forgotten belongings and facilitate their return.

5. BOOKING PROCEDURE

By selecting the “BOOK NOW” option on the Company’s website, or by submitting a booking request via telephone or email, the Customer acknowledges having read and understood these General Terms and Conditions and expresses an intention to be bound by them upon issuance of a Booking Confirmation.

Bookings submitted through communication channels other than those expressly accepted by the Company shall only be deemed valid upon acceptance by the Company and issuance of a Booking Confirmation and shall not modify, override, or supersede these General Terms and Conditions.

The Company shall commence its obligation to provide the booked Service only upon issuance of the official Booking Confirmation. Upon issuance of the Booking Confirmation, the Customer is contractually required to pay for the Service in accordance with the payment method selected at the time of Booking and as stated in the Booking Confirmation. For documentation and evidentiary purposes, the Company’s digital server records, including Booking, communication, and performance records, shall constitute valid prima facie evidence of the Booking and of the performance of the Service, without prejudice to the Customer’s right to submit contrary evidence.

Upon receipt of the Booking Confirmation, the Customer must review all provided information for accuracy, including travel times, locations, and contact details. While the Company may, as a courtesy and on a best-efforts basis, make reasonable efforts to verify airline or other travel-related arrival information, the Company does not assume any obligation to monitor, update, or track travel status on behalf of the Customer. The accuracy and completeness of all flight or travel details remain the sole responsibility of the Customer. To the extent permitted by applicable law, the Company shall not be liable for any consequences arising from incorrect, incomplete, or inaccurate Booking information provided by the Customer.

For Bookings where the Customer selects the Pay on the Spot payment option, the purchase of Cancellation Protection is mandatory and constitutes a condition for the acceptance and confirmation of the Booking by the Company.

The Customer is advised to schedule the transfer so as to arrive at the airport at least two (2) hours prior to the scheduled flight departure. In addition, the Customer is advised to allow for a buffer of approximately thirty percent (30%) on the estimated transfer duration to account for potential delays.

By way of non-binding example, if the estimated transfer time is thirty (30) minutes, an additional nine (9) minutes should be added, resulting in a recommended departure time of two (2) hours and thirty-nine (39) minutes prior to the scheduled flight departure.

The Customer’s contractual obligations with the Company shall conclude upon completion or cancellation of the Service, in accordance with the applicable cancellation provisions. The Customer is advised to retain the Booking Confirmation, in printed or digital form, for the duration of the transfer.

It is the sole responsibility of the Customer to ensure compliance with all entry, transit, and travel requirements applicable to the destination(s), including the possession of valid documents, certificates, visas, or permits. Throughout the journey, the Customer is required to comply with all applicable legal, immigration, and health regulations.

6. EQUIPMENT & EXTRAS

A range of optional Services and equipment (“Extras”) may be offered during the Booking process. All Extras are subject to availability, depend on the selected Service, and must be expressly selected and confirmed by the Customer at the time of Booking. Only Extras explicitly included in the Booking Confirmation shall form part of the contractual Service.

The Customer is solely responsible for selecting all required Extras accurately. Incorrect, incomplete, or missing selections may result in Service limitations, operational constraints, or additional costs.

“Child safety seats”, including infant, child, and booster seats, are available upon request. The Company makes reasonable efforts to provide age-appropriate restraint systems based on the information supplied by the Customer at the time of Booking. However, the Company does not guarantee that any provided child safety seat will meet specific medical, regulatory, or individual comfort requirements. Customers with particular requirements are advised to supply their own child safety seat. To the extent permitted by applicable law, GoTransfer FlexCo shall not be liable for the suitability, compliance, installation, or use of any child safety seat provided.

“Equipment” items including, without limitation, skis, snowboards, folding bicycles, wheelchairs, or other bulky items must be declared in the “Extras” or “Notes” section of the Booking Form. Accurate vehicle allocation depends on such declaration. Failure to declare such items may result in the inability to transport them or the application of additional charges.

For transfers exceeding three (3) hours in duration, an “Emergency Stop” of up to ten (10) minutes may be requested only in urgent and unforeseeable situations, such as medical necessity, sudden passenger discomfort, safety-related circumstances, or mandatory legal or traffic requirements, and is subject to driver approval and operational feasibility. An Emergency Stop is unscheduled, non-commercial, does not form part of the booked Service, must not involve a material deviation from the agreed route, and shall not be requested for convenience or personal preference.

Any stop exceeding these limits, whether in duration or route deviation, shall be treated as an “Extra Stop on Route.”

An Extra Stop on Route is an optional, chargeable Extra and must be selected at the time of Booking. An “Extra Stop on Route” is defined as a stop selected by the Customer at the time of Booking that does not exceed twenty (20) minutes and does not result in a material increase in travel time or route distance. Pricing and availability may vary by region or country.

The optional “SMS Notification” Service constitutes an Extra and is available only where expressly selected at the time of Booking. Where selected, an SMS containing the driver’s name, contact number, and the Company’s office contact details will be sent approximately thirty (30) minutes prior to the scheduled pickup time. SMS delivery depends on third-party mobile network providers and cannot be guaranteed.

“Meet & Greet” is a paid, optional Extra available exclusively at airports. Where selected, the driver will wait in the arrivals area holding a clearly visible sign displaying the Customer’s name, a designated group identifier, or the GoTransfer name or logo, and will provide reasonable assistance with luggage. Availability and exact meeting location are subject to airport regulations and operational conditions.

“Cancellation Protection” is a paid, optional Extra offering increased flexibility. Where selected, it allows the Customer to cancel the Booking for any reason up to thirty-six (36) hours prior to the scheduled pickup time and receive a one hundred percent (100%) refund of the transport Service price and selected Extras, excluding the Cancellation Protection fee itself, subject to the applicable cancellation provisions.

For Bookings using the Pay on the Spot payment option, Cancellation Protection is mandatory, pre-selected, non-refundable, and constitutes a condition for the acceptance and confirmation of the Booking.

Tipping is voluntary and remains entirely at the discretion of the Customer.

Customers are strongly advised to review all selected Extras carefully prior to confirming the Booking. Any questions should be addressed to Customer Support before completion of the Booking.

7. BAGGAGE ALLOWANCE

When making a Booking, the Customer is solely responsible for accurately declaring and considering the total number of Passengers and the total quantity, size, and type of all luggage and items to be transported.

The standard baggage allowance per booked seat, based on the vehicle capacity confirmed in the Booking Confirmation, includes:

• one (1) medium-sized suitcase (approximately 56 cm × 45 cm × 25 cm); and

• one (1) piece of hand luggage.

The total number of Passengers and the total quantity and size of luggage must not exceed the seating and load capacity of the vehicle as confirmed in the Booking Confirmation.

For luggage of non-standard dimensions or unusual characteristics, the permitted luggage allowance shall be assessed by the Company, taking into account the number of Passengers and the operational and safety capacity of the vehicle. If the Customer is uncertain whether specific luggage can be accommodated, the Customer must contact Customer Support prior to finalizing the Booking.

Illustrative example:

If an eight (8)-seat vehicle is booked for a transfer with four (4) Passengers, the Customer may bring up to eight (8) medium-sized suitcases and eight (8) pieces of hand luggage, provided that vehicle capacity and safety requirements are met.

If, at the scheduled pickup, the actual number of Passengers or the quantity or size of luggage exceeds what was stated in the Booking and the assigned vehicle cannot safely or legally accommodate them, the Customer must immediately contact Customer Support.

The Company will make reasonable efforts to arrange an alternative vehicle, subject to availability and any applicable price adjustment. Upon the Customer’s acceptance of the revised price, an amended Booking Confirmation shall be issued.

If a suitable vehicle is not available, or if the Customer declines or fails to pay the additional amount, the Customer and/or the Customer’s party shall be solely responsible, at their own cost, for arranging alternative transportation or storage for any excess Passengers and/or luggage. In such cases, the Company shall perform the Service only up to the originally booked vehicle capacity, and, to the extent permitted by applicable law, no refund or compensation shall be due for any unused portion of the Service.

If the Customer chooses to cancel the Service as a result of such changes, the applicable Cancellation Policy under these General Terms and Conditions shall apply.

To avoid inconvenience, the Customer is responsible for ensuring that the Booking accurately reflects the total number of Passengers, all luggage, and any selected Extras, including, without limitation, sports equipment such as skis or snowboards.

8. ARRIVAL TIME CHANGES & WAITING TIME

a. Scheduled Arrival / Pick-up Time (Binding Basis)

For all pick-up locations, drivers are dispatched and arrive based on the scheduled pick-up or arrival time stated in the Booking Confirmation. Such scheduled time constitutes the binding basis for dispatch, arrival, and the calculation of waiting time, unless lawfully amended in accordance with this Section or where mandatory consumer protection law provides otherwise

b. Customer Obligation to Notify of Delays

If the Customer becomes aware that a flight, train, or ferry will be delayed, the Customer must notify the Company without undue delay and request a revised pick-up or arrival time. Such notification and requestmust be submitted as soon as reasonably possible and, where the delay is known in advance, no later than three (3) hours prior to the scheduled departure time of the relevant flight, train, or ferry.

If the Customer becomes aware, prior to departure, that a flight, train, or ferry will be delayed, the Customer must notify the Company without undue delay and request a revised pick-up or arrival time.

Such notification and request must be submitted as soon as the Customer becomes aware of the delay and, in any event, no later than three (3) hours prior to the scheduled departure time of the relevant flight, train, or ferry.

c. Permitted Communication Channels & Documentation

Any request to amend the scheduled pick-up or arrival time must be submitted in writing to Customer Support exclusively via one of the following channels:

• Email: [email protected]

• Telephone or WhatsApp: +43 681 2070 4916

Requests made to the driver, to third parties, or through unverified or unofficial communication channels shall not be deemed valid.

A revised pick-up or arrival time shall be considered valid only if expressly confirmed in writing by the Company. Verbal agreements, assumptions, implied understandings, or unacknowledged communications shall have no legal effect.

d. Approval, Operational Feasibility & Additional Costs

Approval of any revised pick-up or arrival time is not automatic and shall be subject to operational feasibility.

Any approved revision may result in additional charges, which shall:

• be calculated in thirty (30)-minute increments; and

• be communicated to the Customer in advance.

A revised pick-up or arrival time shall become effective only after the Customer has expressly accepted any applicable additional charges and the Company has issued written confirmation.

If approval is not granted, or if the Customer does not accept the applicable charges, the originally scheduled time stated in the Booking Confirmation shall remain binding.

e. Commencement of Free Waiting Time Upon Arrival

Upon the driver’s arrival at the designated pick-up location at the scheduled or duly approved revised pick-up or arrival time, the applicable free waiting time shall commence as follows:

• Airports: up to sixty (60) minutes

• All other pick-up locations: up to twenty (20) minutes

Free waiting time shall not be reset, suspended, or extended due to subsequent delays not attributable to the Company, updates, or changes in travel status unless such delays are caused by circumstances beyond the reasonable control of the Passenger and are expressly accepted by the Company in writing.

f. Requests for Additional Waiting Time After Arrival

If the Customer requires waiting time beyond the included free waiting time, any additional waiting time must:

• be requested in writing via the communication channels specified above;

• be expressly confirmed in writing by the Company; and

• be expressly accepted by the Customer, including acceptance of any applicable additional charges.

Approved additional waiting time shall be charged in thirty (30)-minute increments, with any commenced or partial interval charged in full.

g. Failure to Notify or Obtain Approval

If the Customer:

• fails to notify the Company of a delay in accordance with these provisions; or

• fails to obtain written confirmation of a revised pick-up or arrival time,

the originally scheduled pick-up or arrival time stated in the Booking Confirmation shall remain binding for all purposes.

In such cases, the Company shall have no obligation to adjust dispatch, arrival, or availability, and the Booking may be treated as a Passenger No-Show or as a cancelled Service in accordance with Section 12 (Passenger No-Show Policy) and Section 10 (Cancellation) of these General Terms and Conditions.

9. PAYMENT METHODS

The Company offers standard payment methods, including major credit cards, PayPal, cash, and bank transfer. The availability of specific payment methods may vary depending on the selected Service and shall be clearly indicated during the Booking process.

Where the Customer selects the “Pay on the Spot” payment option, payment of the transport Service shall be made directly to the driver by cash or card at the time of pickup. In such cases, the Customer must remain reachable by telephone on both the day preceding the transfer and the day of the transfer using the contact details provided at the time of Booking.

Where the Company is unable to contact the Customer by telephone or email for the purpose of verifying or confirming the Booking, the Company reserves the right to cancel the Booking without further obligation, in accordance with these General Terms and Conditions.

For all Bookings made using the “Pay on the Spot” payment option, the purchase of Cancellation Protection is mandatory and constitutes an essential condition for the acceptance and confirmation of the Booking by the Company. The Cancellation Protection fee is non-refundable and does not constitute payment for the transport Service itself.

Any Booking submitted with the “Pay on the Spot” payment option without valid Cancellation Protection shall be deemed incomplete and shall not be accepted or confirmed by the Company.

For prepaid Bookings made by credit card, PayPal, or bank transfer, payment constitutes advance payment for the transport Service. In such cases, Cancellation Protection is optional. Any cancellation, refund, or non-refund of prepaid amounts shall be governed exclusively by the provisions set out in the “Cancellation by the Customer” and “Passenger No-Show” sections of these General Terms and Conditions.

If the Customer has any questions regarding available payment methods or requires special payment arrangements, Customer Support must be contacted prior to finalizing the Booking.

10. CANCELLATION

All cancellation requests must be submitted in writing by replying directly to the Booking Confirmation email or by sending an email to [email protected]. A cancellation request shall be deemed valid and effective only upon receipt of a written cancellation confirmation issued by the Company. For the avoidance of doubt, a cancellation request submitted without such written confirmation shall have no legal effect.

Two (2) cancellation models apply, depending on whether Cancellation Protection was selected at the time of Booking.

A. With Cancellation Protection

Where Cancellation Protection has been selected at the time of Booking, the following shall apply:

• If the cancellation request is submitted more than thirty-six (36) hours prior to the scheduled or duly approved revised pick-up or arrival time, one hundred percent (100%) of the transport Service price and any selected Extras shall be refunded. The fee paid for Cancellation Protection is non-refundable.

• If the cancellation request is submitted within thirty-six (36) hours of the scheduled or duly approved revised pick-up or arrival time, the cancellation shall be treated as a Passenger No-Show, and no refund shall be due.

Β. Without Cancellation Protection (Prepaid Bookings)

Where Cancellation Protection has not been selected, cancellation requests shall be handled upon request and subject to the Company’s approval, in accordance with the following refund scale, which reflects the booked Service capacity and operational impact:

Cancellation request submitted ten (10) days or more prior to the scheduled or duly approved revised pick-up or arrival time:

• up to one hundred percent (100%) refund, subject to the Company’s approval.

Cancellation request submitted between nine (9) and five (5) days prior to the scheduled or duly approved revised pick-up or arrival time:

• up to fifty percent (50%) refund, subject to the Company’s approval.

Cancellation request submitted less than four (4) days prior to the scheduled or duly approved revised pick-up or arrival time:

• no refund shall be due.

Any refund granted under this section shall be expressly confirmed in writing by the Company and shall not create any entitlement, expectation, or precedent for future Bookings.

10.1 Relationship Between Cancellation and Passenger No-Show

Cancellation provisions shall apply only where a valid cancellation request has been submitted and confirmed prior to the scheduled or duly approved revised pick-up or arrival time.

A Booking shall be treated as a Passenger No-Show where the Customer:

• fails to appear at the scheduled or duly approved revised pick-up or arrival time;

• fails to remain reachable or to respond to reasonable contact attempts;

• fails to notify the Company in accordance with these General Terms and Conditions; or

• submits a cancellation request after the scheduled or duly approved revised pick-up or arrival time.

In any such case, the Passenger No-Show provisions shall prevail, irrespective of any subsequent cancellation request, claim, or justification.

10.2. Cancellation by GoTransfer FlexCo:

In the event that the Company cancels the scheduled Service, the Customer shall receive a one hundred percent (100%) refund of all amounts paid, including any selected Extras, unless the cancellation results from a Force Majeure event (see Section 14 – Force Majeure).

In the event of cancellation due to Force Majeure, the Company shall not be liable for non-performance and reserves the right, at its sole discretion, to offer either a full refund or a travel credit (voucher) of equivalent value for a future Booking.

The Customer acknowledges that the Services provided by the Company fall within the scope of Article 3(3)(k) and Article 16(l) of Directive 2011/83/EU and that no statutory right of withdrawal applies.
Accordingly, cancellation of the Service is possible solely in accordance with the provisions of this Section 10.

10.3. Amendments and Changes to Bookings

All requests to amend or cancel a Booking must be submitted via email to [email protected] .

A cancellation or amendment shall be deemed valid only upon receipt of a written confirmation issued by the Company. If such confirmation is not received within a reasonable time, the Customer must contact Customer Support without undue delay.

Requests submitted via any other communication channels (including, without limitation, social media, telephone calls, or chat messages) shall have no legal effect and shall not be processed.

Please note:

• Approved changes may result in a price adjustment. Any price increase must be paid by card or cash. Any price reduction shall be refunded using the original method of payment.

• All requests submitted within twenty-four (24) hours of the scheduled transfer time are subject to availability and the explicit approval of Customer Support.

• The Company is under no obligation to approve such changes due to the pre-arranged operational schedule.

• If a change request submitted within twenty-four (24) hours of the scheduled transfer time is not approved and the Customer subsequently cancels the Booking, the cancellation shall be treated as a late cancellation, and the applicable refund rules shall apply based on the Customer’s Cancellation Protection status.

• Any change that is not expressly approved in writing by Customer Support shall be deemed invalid and shall have no legal effect.

10.4. Flight or Travel Delays

In the event of flight, train, or ferry delays, the Customer must inform Customer Support as soon as reasonably possible using the contact number +43 681 2070 4916.

Any effect of such delays on waiting time, vehicle availability, or No-Show assessment will be handled in accordance with the rules set out in the “Arrival Time Changes & Waiting Time” section. These rules explain how scheduled pick-up times, approved time changes, and waiting time are applied.

If a flight, train, or ferry arrives earlier than scheduled, the driver will arrive at the originally scheduled pick-up time. Early pickup or boarding is not guaranteed, and the Customer may be required to wait until the agreed pick-up time.

11. CHANGES, AMENDMENTS AND CANCELLATIONS

The Company reserves the right to propose amendments to Booking details where reasonably required for operational efficiency or to maintain Service quality. Such proposed amendments may include, without limitation, adjustments to pick-up time, vehicle allocation, payment method, or other relevant Booking details.

The Customer is under no obligation to accept any proposed amendment. Where an amendment is declinedand the Service remains operationally feasible, the original Booking details shall remain in effect.

Where inaccuracies or incomplete information are identified in a Booking (including, without limitation, the number of Passengers, luggage quantity, selected Extras, or fare calculation), the Company reserves the right to contact the Customer in order to correct the Booking.

Where such corrections result in a price adjustment, a revised price shall be communicated to the Customer for approval. If the Customer declines the revised price, the Customer may cancel the Booking in accordance with the applicable Cancellation Policy, without prejudice to any fees, charges, or obligations already due under these General Terms and Conditions.

Unless expressly stated otherwise, all rights of cancellation, refund, modification, and complaint under these General Terms and Conditions may be exercised solely by the Customer.

12. PASSENGER NO-SHOW POLICY

For the avoidance of doubt, the provisions of Section 8 (Arrival Time Changes & Waiting Time), Section 12 (Passenger No-Show Policy), and Section 13 (Driver No-Show Policy) form an interconnected and complementary framework governing arrival times, waiting periods, and no-show situations, and shall be interpreted and applied consistently, taking into account the specific circumstances of each case and any mandatory consumer protection law.

A Passenger No-Show shall be deemed to occur where a Passenger (including the Customer, where the Customer is also a Passenger) fails to appear at the confirmed pick-up location at the scheduled pick-up or arrival time, or at a duly approved revised time, and cannot be reached within the applicable included waiting time. Any Passenger No-Show shall be attributed to the Customer to the extent that it results from circumstances within the Customer’s or Passenger’s sphere of responsibility, for contractual, financial, and refund-related purposes.

The pick-up location shall be the address or meeting point specified in the Booking Confirmation.

For airport, bus, ferry, or train station transfers, the Company, as a courtesy, may monitor the arrival information provided by the Customer (including, without limitation, flight number, ferry line, or train origin). Such monitoring does not alter the scheduled pick-up or arrival time stated in the Booking Confirmation. Where pick-up at the stated location is not feasible, the Company may contact the Customer and propose an alternative nearby meeting point, subject to operational feasibility and written confirmation.

The Customer is solely responsible for providing accurate, complete, and up-to-date arrival details at the time of Booking and for remaining reachable at all times using the contact details provided during the Booking process.

The Customer must make reasonable efforts to contact Customer Support using the contact details provided. Digital communication logs (including call attempts, emails, or messages) shall constitute valid evidence of such efforts, or of the absence thereof.

Where the Company or the assigned driver is unable to locate the Passenger at the pick-up location and reasonable contact attempts using the contact details provided by the Customer during the Booking process remain unanswered, such failure to respond shall constitute a Passenger No-Show. In such cases, where the Passenger No-Show is attributable to the Customer and/ or Passenger, and to the extent permitted by applicable law, the Customer shall not be entitled to a refund. The waiting time provisions set out in these General Terms and Conditions shall continue to apply, and a Passenger No-Show shall be deemed to have occurred upon expiry of the applicable included waiting time.

Where the Customer independently arranges alternative transportation without prior notification to, and written confirmation from, the Company, and the Company has duly dispatched the vehicle and driver in accordance with the Booking Confirmation, the Service shall be deemed to have been made available and operationally performed for the purposes of the Booking. In such cases, the Company shall be released from further contractual, financial, and legal obligations in respect of that Service, including refund claims, to the extent permitted by applicable law.

Where a Booking includes a return transfer and the outbound transfer is classified as a Passenger No-Show, any return transfer included in the same Booking shall may also be deemed a Passenger No-Show unless written cancellation confirmation is received from the Customer at least thirty-six (36) hours prior to the scheduled return pick-up time. In such cases, no refund shall be due for the return transfer.

13. DRIVER NO-SHOW POLICY

The driver is required to arrive at the designated pick-up location at the scheduled pick-up or arrival time stated in the Booking Confirmation, subject to the applicable waiting time provisions set out in these General Terms and Conditions.

If the driver is delayed by up to twenty (20) minutes and the Customer has selected and paid for the optional SMS Notification Service, the Customer will be informed via SMS. Where the SMS Notification Service has not been selected, the Company will make reasonable efforts to contact the Customer by telephone or email using the contact details provided at the time of Booking.

In the event of a longer delay, Customer Support will contact the Customer using the available contact details and provide updates where reasonably possible.

To avoid misunderstandings, the Customer must remain reachable on the day of the transfer using the contact number provided at the time of Booking.

A Driver No-Show shall be deemed to occur where the driver fails to arrive at the confirmed pick-up location within a reasonable time, taking into account the applicable waiting time and the specific circumstances of the pick-up location, after the scheduled or duly approved revised pick-up or arrival time, and the delay is not caused by Force Majeure or circumstances beyond the reasonable control of the Company or the Carrier.

Where it is determined that the driver failed to arrive as required and the Service was not performed as a result, the Customer shall be entitled to a full refund of any amounts paid for the affected Service. Where appropriate and subject to availability, the Company may alternatively offer rescheduling or an equivalent Service at no additional cost.

Where it is determined that both the Passenger and the driver were present at the agreed pick-up location at the scheduled or duly approved revised time and the transfer did not take place, the Company shall assess the matter in an objective manner by consulting both parties and reviewing all available evidence, including digital records and communication logs.

Based on this assessment, and taking into account all relevant circumstances, the Company shall determine, acting reasonably and in good faith, whether a refund, rescheduling, or other appropriate remedy is due.

The Company undertakes to complete such assessment and to notify the Customer of its decision within fifteen (15) business days from receipt of the incident report.

14. FORCE MAJEURE

Force Majeure refers to extraordinary and unforeseeable events or circumstances beyond the reasonable control of the Company, which could not have been anticipated or prevented even with the exercise of due care.

Force Majeure events include, without limitation: natural disasters (including earthquakes, floods, fires, storms, or other extreme weather conditions), strikes or labor disputes, road closures or major traffic disruptions, governmental or state-imposed restrictions or orders, acts of terrorism, civil unrest, pandemics or epidemics, military conflicts, failures of public infrastructure, or any other event beyond the Company’s reasonable control that materially disrupts transportation or communication systems.

If GoTransfer FlexCo, its representatives, or its contractual partners are unable to perform, or are materially hindered in the performance of, their contractual obligations due to a Force Majeure event occurring after the issuance of a Booking Confirmation, such obligations shall be deemed suspended for the duration of the Force Majeure event.

In such cases, GoTransfer FlexCo shall not be liable for non-performance, partial performance, or delays resulting directly from the Force Majeure event, to the extent permitted by applicable law.

Where a Force Majeure event occurs, GoTransfer FlexCo will make reasonable efforts to inform affected Customers without undue delay and, where operationally feasible, to offer alternative arrangements, rescheduling, or other reasonable solutions.

Due to the nature of Force Majeure events, the provision of the Service as originally agreed cannot be guaranteed, and any such alternative arrangements shall be subject to availability and operational feasibility.

15. PASSENGER BEHAVIOR

The Company reserves the right to refuse, interrupt, or immediately terminate the provision of the Service to any Passenger whose conduct:

• indicates an inability to travel safely or responsibly;

• causes, or may reasonably be expected to cause, discomfort, distress, or danger to other Passengers, drivers, staff, third parties, or property;

• violates applicable laws, public order, or contractual obligations;

• demonstrates the influence or possession of alcohol, illegal substances, or the misuse of medication;

• involves smoking, vaping, or the consumption of food or beverages inside the vehicle, with the sole exception of bottled water;

• involves the disposal of waste, liquids, or any objects inside or outside the vehicle;

• involves the possession or use of weapons or objects reasonably considered dangerous;

• involves threatening, abusive, aggressive, or violent behavior toward the driver, staff, or other Passengers.

In such cases, the Company may cancel or terminate the Service immediately and without prior notice. No refund shall be due, and any resulting costs, damages, or consequences shall be borne solely by the Customer, without prejudice to the Company’s right to claim directly against the responsible Passenger..

Where a Passenger causes damage to property, including but not limited to the vehicle, or where non-standard or extraordinary cleaning is required, the Passenger shall be fully liable for all resulting costs. Such costs shall be determined on the basis of documented evidence, including damage reports and invoices issued by qualified service providers.

Indicative, non-binding examples of additional cleaning costs (year 2026) include, without limitation:

• spot cleaning of seat or upholstery: EUR 100 plus VAT per affected area;

• deep (biological) cleaning of seat upholstery (e.g. due to food residue, mud, or liquids), per seat set: EUR 200 plus VAT.

Where reasonably practicable, the Company may request payment of such documented costs at the drop-off location (cash or card). If immediate payment is not made, the Company may invoice the Customer and may charge a reasonable administrative fee of up to EUR 100 plus VAT, provided such fee reflects actual administrative costs and is permitted by applicable law. Failure to settle such claims within the specified deadline may result in additional charges, including statutory interest, collection costs, and legal enforcement measures.

To the extent permitted by applicable law, the Company and its contractual partners shall not be liable for any accident, injury, damage, or loss resulting from Passenger misconduct.

All Passengers are required to behave in compliance with applicable laws, these General Terms and Conditions, and generally accepted standards of conduct for the entire duration of the Service.

Where deemed necessary for safety or operational reasons, the Company reserves the right to impose specific instructions or restrictions on a Passenger for the remainder of the journey. Such measures shall be final and binding and shall be applied exclusively in the interest of safety and operational integrity.

16. ACCEPTANCE OF RISK

By using the Company’s Service, the Customer acknowledges and accepts that travel involves certain inherent risks, including, without limitation, delays, accidents, unforeseen events, or Service limitations arising from external circumstances beyond the Company’s reasonable control.

By proceeding with the Service, the Customer expressly:

• accepts such risks on a voluntary basis;

• agrees to comply with all safety instructions and operational guidelines issued by the Company and its contractual partners;

• confirms that they are physically and mentally fit to travel at the time of the Service and undertakes to notify the Company or its staff without delay if this is not the case.

The Customer is not obliged to proceed with the Service if they reasonably believe that doing so would compromise their health or personal safety. In such circumstances, the Customer must immediately notify a Company representative or the driver.

The Company strongly recommends that the Customer obtain appropriate travel insurance for each journey, regardless of duration, to cover potential loss, injury, or disruption.

17. DISPUTES AND LIABILITY

Customers may submit written complaints or claims relating to the Service within ten (10) days following completion of the Service. Complaints must be submitted either by email to office@go-transfer.eu or by replying directly to the Booking Confirmation email. Upon receipt, the Company shall acknowledge the complaint in writing by email.

The Company undertakes to review and process complaints without undue delay and, in any event, within thirty (30) days of receipt. Digital records maintained on the Company’s servers shall constitute valid evidence of the date and time of receipt of the complaint.

Where a refund is approved by the Company, payment shall be made no later than thirty (30) days following receipt of the Customer’s written acceptance of the refund determination. Such acceptance must be providedwithin ten (10) days of notification. The Company shall not be liable for delays attributable to the Customer’s payment service provider, bank, or other third-party payment intermediary. Proof of payment shall be provided upon reasonable request.

Incorrect, incomplete, or inaccurate information provided by the Customer during the Booking process (including, without limitation, pick-up time, contact details, or flight or travel information) shall not automatically entitle the Customer to a refund. Likewise, obvious typographical, clerical, or administrative errors that are apparent on their face and do not reflect the parties’ actual agreement shall not constitute binding contractual terms.

In the event of claims involving personal injury or death arising in connection with the use of the Service, the Company shall be liable only to the extent that such injury or death resulted directly from the Company’s own acts or omissions and solely in accordance with these General Terms and Conditions and applicable mandatory law.

Unless expressly stated otherwise in these General Terms and Conditions, and to the extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, consequential, or purely economic damages, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the use of the Service.

Governing Law and Jurisdiction

These General Terms and Conditions, and any contractual or non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of the Republic of Austria, excluding its conflict-of-law rules.

To the extent permitted by applicable law, the exclusive place of jurisdiction for all disputes arising out of or in connection with these General Terms and Conditions shall be the competent courts of Innsbruck, Tyrol, Austria.

This clause does not affect any mandatory consumer protection rights or statutory jurisdictions available to the Customer under applicable European Union or national law.

Online Dispute Resolution (ODR) / Alternative Dispute Resolution (ADR)

The European Commission provides an online dispute resolution platform (“ODR platform”) for the out-of-court resolution of disputes arising from online service contracts. The ODR platform is available at:
https://consumer-redress.ec.europa.eu

GoTransfer FlexCo is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

18. INTELLECTUAL PROPERTY RIGHTS

All content available on the Company’s websites, including, without limitation, text, design elements, trademarks, logos, graphics, images, videos, databases, and software, is the exclusive property of GoTransfer FlexCo or its licensed partners and is protected under Austrian law, applicable European Union law, and relevant international treaties and conventions governing intellectual property rights. The use of protected names, trademarks, or other intellectual property owned by contractual partners is subject to valid licenses held by GoTransfer FlexCo.

Any copying, modification, reproduction, distribution, transmission, display, publication, licensing, creation of derivative works, or other exploitation of the websites or their content is strictly prohibited, except to the extent strictly necessary for making a Booking and using the Company’s Service in accordance with these General Terms and Conditions.

This prohibition includes, without limitation, any commercial use, competitive analysis, or the use of automated tools or techniques such as scraping, deep linking, or data mining, without the Company’s prior written consent.

Any unauthorized use of the websites or the Company’s intellectual property constitutes a material breach of these General Terms and Conditions and may result in legal action, including claims for injunctive relief and damages, to the extent permitted by applicable law.

19. SUBJECT MATTER AND DURATION OF THE AGREEMENT

This Section forms an integral part of the General Terms and Conditions (hereinafter referred to as the “Agreement”) entered into between GoTransfer FlexCo and the Customer. Unless expressly stated otherwise, capitalised terms used in this Section shall have the meaning assigned to them in these General Terms and Conditions.

This Section governs the processing of personal data carried out in connection with the conclusion, performance, and administration of the Agreement and the provision of the Services by GoTransfer FlexCo, in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation – “GDPR”) and applicable national data protection laws.

For the purposes of this Section, the terms “personal data,” “processing,” “controller,” “processor,” “data subject,” and “supervisory authority” shall have the meanings assigned to them under the GDPR.

GoTransfer FlexCo acts as a data controller with respect to the personal data it processes for the purposes of Booking, performing, and administering the Services.

Where personal data is shared with Carriers or other contractual partners solely for the purpose of performing the booked Service, such parties act as independent data controllers within the meaning of the GDPR and process personal data in accordance with their own privacy policies and legal obligations.

The data protection obligations set out in this Section shall apply for the duration of the Agreement and for as long thereafter as the Company is required to retain personal data in accordance with applicable data protection, tax, accounting, or other mandatory legal retention obligations.

20. NATURE, PURPOSE, AND SCOPE OF PROCESSING

All personal data provided by the Customer in connection with the Booking and use of the Company’s Service, as well as any related communications—whether direct or indirect—shall be processed in accordance with the Company’s Privacy Policy.

Such personal data shall be processed solely to the extent necessary for the performance of the Agreement and the proper provision of the booked Service and shall not be processed for purposes incompatible with those objectives.

The processing of personal data is based on Article 6(1)(b) GDPR (performance of a contract) and, where applicable, Article 6(1)(f) GDPR (legitimate interests), in particular in connection with the provision, administration, security, quality control, and improvement of the Service.

These data processing and privacy provisions apply to the processing of personal data relating to Customers of GoTransfer FlexCo. They also apply, where relevant, to personal data transmitted to or processed by the Company’s contractual partners in connection with the provision of the Service, who act as independent data controllers within the meaning of the GDPR where applicable.

Personal data shall be processed exclusively within a Member State of the European Union or within another state that is a party to the Agreement on the European Economic Area (EEA). Any transfer of personal data to a third country shall take place only where the conditions set out in Chapter V of the GDPR (Articles 44 et seq.) are satisfied.

For the purpose of performing the Agreement, the Company may communicate with the Customer electronically, including, without limitation, by sending Booking Confirmations, Booking amendments, invoices, payment-related communications, and invitations to evaluate the Service for internal quality control purposes.

Where necessary for the performance of the Service or for the protection of the Company’s legitimate interests, the Company may also contact the Customer electronically or by telephone using the contact details provided during the Booking process.

Any processing of personal data or communication exceeding what is necessary for contract performance or legitimate interests shall require the Customer’s prior explicit consent, provided through a separate, informed, and freely given affirmative action, in accordance with the GDPR.

21. TYPE OF PERSONAL DATA

The following categories of personal data may be processed in connection with the provision of the Company’s Service to its Customers:

Personal data provided by the Customer at the time of Booking and included in the Booking Confirmation, including, without limitation:

• date and time of the transfer;

• airport and flight number, or, where applicable, railway station and train number, ferry route, or other transport reference details;

• number of Passengers and itinerary details, including pick-up and destination locations;

• number of luggage items, where applicable;

• Customer contact details, including name, telephone number, and email address;

• selected vehicle category;

• number and type of child safety seats requested;

• special requests or notes submitted by the Customer;

• agreed meeting point (e.g. airport arrivals area, railway station, port, or other designated location);

• contact details of GoTransfer FlexCo representatives and any other information necessary for the proper assessment, acceptance, and execution of the Booking.

Personal data collected during the performance of the Service, including, without limitation, data relating to:

• Booking amendments or supplements;

• route changes or deviations;

• updated travel or arrival information communicated by the Customer to GoTransfer FlexCo or its representatives in a timely manner and via appropriate communication channels.

In accordance with applicable Austrian tax, accounting, and archiving laws, the Company is legally obliged to retain certain categories of personal data for statutory retention periods following completion of the Service.

Such retained data may include, without limitation:

• name and surname of the main Passenger or Customer;

• total number of Passengers;

• email address of the main Passenger or Customer;

• pick-up and destination locations.

Retention of such data is limited to what is required by applicable law and is subject to the principles of data minimisation and storage limitation under the GDPR.

22. COMPANY’S RIGHTS AND OBLIGATIONS

The Company’s obligations toward the Customer include the following:

• to ensure that all processing of personal data, including any transfer of personal data to contractual partners where required for the provision of the Service, is carried out in full compliance with applicable data protection laws, including the General Data Protection Regulation (GDPR);

• to ensure that any auditors, inspectors, supervisory authorities, or other authorised persons involved in verifying the Company’s compliance, or the compliance of its contractual partners, are subject to appropriate confidentiality obligations;

• to ensure that all requests submitted by the Customer for the exercise of rights under the GDPR are handled lawfully, diligently, and without undue delay.

Where consent or authorisation of a parent or legal guardian is required in accordance with Article 7 GDPR, documents evidencing such consent or authorisation shall be retained for the duration of the provision of the Service and for any additional period required by applicable law.

The Customer acknowledges that applicable European Union law and/or the laws of individual Member States may impose statutory obligations on the Company to retain personal data for longer periods or to disclose such data to competent public authorities, including supervisory or law-enforcement authorities, where such disclosure is required by law and may occur without prior notification to the Customer.

In addition to any other rights set out in this Agreement and these General Terms and Conditions, and without prejudice thereto, GoTransfer FlexCo reserves the right to transfer the Customer’s personal data to its contractual partners solely to the extent necessary for the performance of the booked Service.

Any such transfer and any subsequent processing shall be carried out strictly in accordance with these General Terms and Conditions, the Data Processing and Privacy Terms, the GDPR, and all other applicable European Union and Member State legal provisions.

23. CUSTOMER RIGHTS

Under the General Data Protection Regulation (GDPR), the Customer has certain rights in relation to the processing of personal data.

The Customer may exercise these rights at any time by contacting the Company by email at [email protected] . This Section sets out the available rights and the manner in which they may be exercised.

Right to information

The Customer has the right to request general information regarding the Company’s data processing activities, including, without limitation, the identity and contact details of the Company, the purposes and legal bases of processing, the categories of personal data processed, applicable retention periods, the rights available to data subjects (including the right to lodge a complaint with a supervisory authority), and information regarding any automated decision-making or profiling, where applicable.

Right of access

The Customer has the right to obtain confirmation as to whether personal data relating to them is being processed and, where that is the case, to request access to such data and to receive a copy thereof, together with relevant information regarding its processing, unless such information has already been provided through the Privacy Policy.

Right to rectification

The Customer has the right to request the correction of inaccurate or incomplete personal data. Where necessary, the Company may request verification of the accuracy of the information before implementing the correction.

Right to erasure (“right to be forgotten”)

The Customer has the right to request the deletion of personal data where:

• the data is no longer necessary for the purposes for which it was collected;

• consent has been withdrawn (where processing is based on consent);

• a valid objection to processing has been upheld;

• the data has been unlawfully processed; or

• deletion is required to comply with a legal obligation.

The Company is not obliged to erase personal data where processing is required to comply with legal obligations or where the data is necessary for the establishment, exercise, or defence of legal claims.

Right to restriction of processing

The Customer has the right to request the restriction of processing where:

• the accuracy of the personal data is contested;

• the processing is unlawful and erasure is opposed;

• the data is no longer required for the original purpose but is needed for legal claims; or

• an objection to processing is under assessment.

Restricted data may continue to be processed only where legally permitted, with the Customer’s consent, or for the establishment, exercise, or defence of legal claims.

Right to data portability

Where processing is based on consent or contract and carried out by automated means, the Customer has the right to receive personal data in a structured, commonly used, and machine-readable format, or to request its direct transmission to another controller, where technically feasible.

Right to object

The Customer has the right to object to the processing of personal data based on the Company’s legitimate interests, where the Customer’s fundamental rights and freedoms override such interests. The Company may continue processing where it demonstrates compelling legitimate grounds.

Automated decision-making and profiling

The Company does not carry out automated decision-making or profiling within the meaning of the GDPR.

Handling of requests

All requests shall be handled without undue delay and, in any event, within one (1) month of receipt, in accordance with Article 12 GDPR.

Where requests are complex or numerous, this period may be extended by up to two (2) additional months, in which case the Customer shall be informed accordingly.

Where permitted by applicable law, the Company reserves the right to charge a reasonable administrative fee for manifestly unfounded or excessive requests.

All questions or requests relating to the processing of personal data may be addressed to the Company at office@go-transfer.eu .

24. FINAL PROVISIONS

The Company reserves the right to amend or update these General Terms and Conditions at any time.

Unless expressly stated otherwise, any amendments shall take effect upon publication on the Company’s website. Such amendments shall not affect Services that have already been booked and confirmed prior to the effective date of the amendment.

Where an amendment would materially affect an existing Booking, the Customer shall be informed by email or by another reasonable means and shall be given the option either to accept the amendment or to cancel the Booking without additional charges.

If any provision of these General Terms and Conditions is held to be unlawful, invalid, or unenforceable, in whole or in part, such provision shall be severed to the extent of such invalidity or unenforceability, and the remaining provisions shall remain in full force and effect.

Any provision found to be unlawful, invalid, or unenforceable shall be replaced by a valid and enforceable provision that most closely reflects the original intent and economic purpose of the affected provision, to the maximum extent permitted by applicable law.

Failure by the Company to enforce any right or provision under these General Terms and Conditions shall not constitute a waiver of such right or provision.

These General Terms and Conditions constitute the entire agreement between the Company and the Customer with respect to the subject matter hereof and supersede all prior or contemporaneous agreements, negotiations, understandings, or representations, whether written or oral.