FAQ

HOW TO MAKE A BOOKING
HOW TO BOOK A TRANSFER:

    1) In the booking field, indicate the departure and arrival points, and click «SEARCH»
    2) Select the car class according to your preferences, seeing the price in advance. Click «BOOK»
    3) Fill the booking form, indicating the address or the name of the hotel in the fields for departure and arrival points. This will allow us to calculate the price of the transfer more accurately. Click «BOOK»
    4) By clicking «BOOK», you are sending us a request regarding the selected transfer. After receiving your request, our company will check the possibility of conducting this transfer, in the shortest possible time, which depends on the availability of cars for the selected dates.
    5) In case there are available cars, you will receive an email with the reservation of the transfer, which will have all the details of your booking, as well as the amount of the guarantee fee which should be paid in advance, at a rate of 15% of the total price of your order. Within 24 hours, from the moment of your order confirmation, you need to pay the guarantee fee.
    6) After the payment of the guarantee fee, you will receive a voucher by email. The voucher will have the details of your transfer: departure point, arrival point, name of the driver and his phone number, license plate number of the car, and the remaining amount which should be paid directly to the driver after he fulfilled his job. This information can also be found in your personal account on our website, where you can check the status of your order.
    7) In case you don’t pay the guarantee fee within 24 hours from the moment of the order confirmation, but no earlier than 5 hours prior to the start of the trip, the booking is canceled.

HOW TO BOOK HOURLY RENTAL OF CAR WITH A DRIVER:

    1) In the booking field, indicate the departure point, and click «SEARCH»
    2) Select a car class according to your preferences, as the classes differ by their fixed hourly rates. Click «BOOK»
    3) Fill the booking form, indicating the address or the name of the hotel in the departure point and indicate the number of hours you want to rent the car and the driver for (it’s 3 hours minimum). The price of the service is based on the number of hours you indicated. One hour’s rent of a car with the driver includes a drive up to 20 km per hour. Click  «BOOK»
    4)  By clicking «BOOK», you are sending us a request regarding the selected service. After receiving your request, our company will check the possibility of conducting this service, in the shortest possible time, which depends on the availability of cars for the selected dates.
    5) In case there are available cars, you will receive an email with the reservation of the hourly rent of the car with a driver, which will have all the details of your booking, as well as the amount of the advance guarantee fee, at a rate of 15% of the total price of your booking. Within 24 hours, from the moment of your order confirmation, you need to pay the guarantee fee.
    6) After the payment of the guarantee fee, you will receive a voucher by email.  The voucher will have the details of your hourly rental of the car with the driver: departure point, arrival point, name of the driver and his phone number, license plate number of the car, and the remaining amount which should be paid directly to the driver after he fulfilled his job. This information can also be found in your personal account on our website, where you can check the status of your order.
    7) In case you don’t pay the guarantee fee within 24 hours from the moment of the order confirmation, but no earlier than 5 hours before the time of the order, your booking is canceled.

HOW TO BOOK A TOUR:

    1) click «TOURS»
    2) Select the most suitable tour, click «DETAILS».
    3) By clicking «DETAILS», you will see the description of the selected tour, select the number of hours recommended for that tour and click «BOOK».
    4) By clicking «BOOK», you will see the page where you can select the class of the car, click «BOOK» choosing the car which is the most suitable for you.
    5) By clicking «BOOK», you will see booking form, where you need to indicate the address of the departure point, starting time for the tour, name, surname, number of people, number of baggage, welcoming sign, a valid phone number so that we can contact you in Italy.(*you can also book tour guide services) click «BOOK» .
    6) By clicking «BOOK», you are sending us a request regarding the selected service. After receiving your request, our company will check the possibility of conducting this service in the shortest possible time, which depends on the availability of cars and the tour guides (if you booked a tour guide) for the selected dates.
    7) In case there are available cars and tour guides (*if the tour guide was booked), you will receive an email with the tour reservation, which will have all the details of your booking, as well as the amount of the guarantee fee which should be paid in advance, at a rate of 15% of the total price of your order, excluding the tour guide fees. Within 24 hours from the moment of your order confirmation, you need to pay the guarantee fee.

    8) After the payment of the guarantee fee, you will receive a voucher by email. The voucher will have the details of the tour: name of the driver and the tour guide  (*if you booked a tour guide) and their phone numbers, license plate number of the car, and the remaining amount which should be paid directly to the driver for the transportation and to the tour guide for the excursion (*if you booked a tour guide), after they fulfilled their job.
    9) In case you don’t pay the guarantee fee within 24 hours from the moment of the order confirmation, but no earlier than 5 hours prior to the start of the trip, your booking is canceled.

HOW TO BOOK SHORE TOURS FOR CRUISE PASSENGERS:

    1)Click «SHORE TOURS»
    2) Select the most suitable tour for cruise passengers, click «DETAILS».
    3) By clicking «DETAILS», you will see a description of the selected tour, choose the number of hours recommended for that tour and click «BOOK».
    4) By clicking «BOOK» , you will see a page where you can select the car class, click «BOOK» and choose the car which is most suitable for you.
    5) By clicking «BOOK» you will see a booking form where you have to indicate the cruise company, name of the ship, date, time, name, surname, number of people, welcoming sign, a valid phone number so we can contact you in Italy (*you can also book a tour guide), click «BOOK».
    6) By clicking «BOOK», you are sending us a request regarding that tour. After receiving your request, our company will check the possibility of conducting this service in the shortest possible time, which depends on the availability of cars and tour guides (if you booked a tour guide) for the selected dates.
    7) In case there are available cars and tour guides (*if a tour guide was booked), you will receive an email with your shore tour reservation, which will have all the details of your booking, as well as the amount of the guarantee fee which should be paid in advance, at a rate of 15% of the total price of your order, excluding the tour guide fees. Within 24 hours, from the moment of your order confirmation, you need to pay the guarantee fee.
    8) After the payment of the guarantee fee, you will receive a voucher by email. The voucher will have the details of order: details of the tour, name of the driver and the tour guide  (*if you booked a tour guide) and their phone numbers, license plate number of the car, and the remaining amount which should be paid directly to the driver for the transportation and the tour guide for the excursion (*if you booked a tour guide), after they fulfilled their job. This information can also be found in your personal account on our website, where you can check the status of your order.
    9) In case you don’t pay the guarantee fee within 24 hours from the moment of the order confirmation, but no earlier than 5 hours prior to the start of the trip, the booking is canceled.

HOW TO BOOK A SHOPPING TOUR TO OUTLETS:

    1) Click «OUTLET TRIPS»
    2) Select the city and the shopping-tour which is most suitable for you, click «DETAILS».
    3) By clicking «DETAILS», you will see the description of the selected shopping-tour, choose the number of hours suggested for that tour and click «BOOK».
    4) By clicking «BOOK», you will see the page where you can choose the car class, click «BOOK» next to the car which is most suitable for you.
    5) By clicking «BOOK» you will see a booking form where you need to indicate: departure point, date, time, name, surname, number of passengers, number of baggage, welcoming sign, a valid phone number which we can use to contact you in Italy. Click «BOOK».
    6) By clicking «BOOK», you are sending us a request regarding that tour. After receiving your request, our company will check the possibility of conducting this tour in the shortest possible time, which depends on the availability of cars for the selected dates.
    7) In case there are available cars, you will receive an email with the outlet shopping-tour reservation, which will have all the details of your booking, as well as the amount of the guarantee fee which should be paid in advance, at a rate of 15% of the total price of your booking, excluding the tour guide fees. Within 24 hours, from the moment of your order confirmation, you need to pay the guarantee fee.
    8) After the payment of the guarantee fee, you will receive a voucher by email. The voucher will have the details of the order: details of the shopping-tour, name of the driver and his phone number, license plate number of the car, and the remaining amount which should be paid directly to the driver for the transfer, after he fulfilled his job. This information can also be found in your personal account on our website, where you can check the status of your order.
    9) In case you don’t pay the guarantee fee within 24 hours from the moment of the order confirmation, but no earlier than 5 hours prior to the start of the trip, the booking is canceled.

FREQUENTLY ASKED QUESTIONS
WHAT IS THE ADVANTAGES OF A LICENSED DRIVER:

    A licensed car has the right to enter limited traffic zones in historical centers of the city and pedestrian areas.
    A licensed driver values his license and his reputation, which is a guarantee for a high-quality service.
    A licensed driver was required to pass examinations and get a special certificate of professionalism in order to obtain his license, which allows him to guarantee a safe trip for the passengers.
    The technical conditions of the licensed cars are regularly checked.
    A licensed driver is required to have a special insurance, which guarantees the compensation payment to the passenger in case of a car accident.
    According to Italian laws, a driver who is conducting passenger transport without a license is a criminal. In the case of a car accident, passengers are not able to get any compensation even if an insured event occurs, because regular insurance does not cover compensation for passengers transported by drivers without a license. If the police or other inspection authorities stop the car and check the documents of the driver who is conducting illegal passenger transport, the car is subject to administrative arrest. Passengers are not able to continue their journey, regardless of their situation, even if they are late to the airport or train station…

HOW TO CANCEL YOUR BOOKING:

    1) Notify us with a text message in any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    2) In your account, click the «PLANNED» tab, select and choose the order you want to cancel, by clicking on the row with the short description of the order (in the right  bottom corner of the order screen) and click «CANCEL BOOKING»
    Attention!
    In case the cancellation takes place more than 72 hours prior to the trip’s starting time, 100% of the guarantee fee is refunded, excluding the cost of banking fees for this operation. In case the cancellation takes place less than 72 hours prior to the trip, the guarantee fee is not refunded.

WHAT TO DO IF THE DRIVER DID NOT MEET YOU:

    1) Contact the driver yourself by the phone number indicated on the voucher for your order.
    2) Notify us by sending a text in any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    Attention!
    We guarantee that a car will be waiting for you to conduct your order.
    We can’t guarantee for your order that the car will be on time in case of circumstances which do not depend on us (force maujeure), such as:

    1. Unexpected breakdown of the vehicle on its way to the starting point of your journey
    2. Traffic jams on the driveway which resulted in the car being blocked on the driveway, while on its way to the starting point of your journey
    3. Natural disasters

    4. Political actions with access to the starting point of your journey being blocked by police or other municipal authorities.

    In case any of the above-listed situations occurs, the driver is required to provide a photo or video evidence of the given events in real time and a screenshot of the geolocation of the car at that moment.
    In case of failure to conduct the order, caused by force maujeure circumstances, 100% of the guarantee fee is refunded to the client.
    In case the driver does not appear at the starting point of the journey without providing any evidence of force-maujeure conditions occured, the client is refunded 100% of the guarantee fee + 50% of the guarantee fee as a compensation for the inconveniences caused.

WHAT TO DO IF YOUR FLIGHT IS DELAYED OR CANCELLED:

    1) If your flight is delayed or canceled, notify us by sending a text message by any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    2) Contact the driver yourself by the phone number indicated on the voucher of your order and notify him about the delay or cancellation of your flight
    Attention!
    The guaranteed free waiting time at the airport is 1 hour. If your flight is delayed for more than 1 hour, the driver can only wait for you at the airport until your arrival if he is able to do that without delaying his next order. The extra waiting time is a paid-service, which should be paid at a rate of €35 per every full and non-full hour. €35 is the rate for all car classes, excluding Premium cars. For premium class cars the rate is €50 for a full and non-full waiting hour. Non-full waiting hour is paid for after 20 minutes pass, the first waiting hour at the airport is free. In case the driver doesn’t have time to wait for you at the airport, we can not guarantee that we can provide the service, and the guarantee fee is not refunded.

WHAT TO DO IF YOUR FLIGHT WAS DIVERTED TO ANOTHER AIRPORT:

    1) If your flight was diverted to an airport in another city, notify us by sending a text message in any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    2) Contact the driver on your own by the phone number indicated in the voucher of your order and notify him about your diverted flight.
    Attention!
    If your flight is diverted to another airport, the airline company provides transportation for the passangers to the airport which was the initial destination of the flight.
    The guaranteed free waiting time at the airport is 1 hour. In case of delay of your flight for more than 1 hour, the driver can only wait for you at the airport until your arrival if he is able to do that without delaying his next order. Additional waiting time is a paid-service, which should be paid at a rate of €35 per every full and non-full hour. €35 is the rate for all car classes, excluding Premium cars. For premium class cars the rate is €50 for a full and non-full waiting hour. Non-full waiting hour is paid for after 20 minutes pass, the first waiting hour at the airport is free. In case the driver doesn’t have time to wait for you at the airport, we can not guarantee that we can provide the service, and the guarantee fee is not refunded.

HOW TO CHANGE THE START TIME OF YOUR ORDER:

    If you want to change the start time or the date of your ordered service, notify us in any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    Attention!
    In case of changes to the starting time or date of your ordered service less than 72 hours prior to the trip, the order can be valid only if the company is able to conduct it. If there is no such possibility, the guarantee fee is not refunded.
    In case of changes to the starting time or date of your ordered service more than 72 hours prior to the trip, the order can be valid only if the company is able to conduct it.
    If there is no such possibility, the order can be cancelled with a refund of 100% of the guarantee fee, excluding the cost of the banking fees for this operation.

HOW LONG BEFORE THE START OF THE SERVICE I CAN BOOK IT:

    The booking should be done and the guarantee fee should be paid at least 5 hours prior to the start of the trip.
    In order for us to guarantee the conduction of your order we recommend you to complete the booking at least 48 hours prior to the start of the trip.

WHAT IS INCLUDED IN THE PRICE OF THE TRANSFER:

    The price includes: transfer from the departure point to the arrival point, the cost of parking at the airport, the cost of parking at the railway station, the cost of toll roads, up to 1 hour waiting at the airport, up to 30 minutes waiting at the railway station, up to 20 minutes waiting at the hotel or other meeting point according to the address indicated in the voucher.

CONDITIONS OF HOURLY RENTAL OF THE CAR WITH THE DRIVER:

    The hourly rental of the car with the driver is provided only within the borders of the indicated city and for a drive up to 20 km per hour.
    This service can be booked for at least 3 hours.
    This service does not include travelling between different cities.

WHAT TO DO IF MY BAGGAGE DOES NOT FIT INTO THE CAR:

    We guarantee baggage accomodation in the car, within the place limits of the car, which is indicated in the description field of the car class.
    Attention!
    If the amount of your baggage exceeds the limit of the selected car class, the driver has the right to refuse to carry out the order. In this situation, the guarantee fee is refunded.
    Accomodation of extra baggage in the vehicle is only possible if the driver agrees to do so.
    Baggage size desrcriptions:
    Large suitcase — 74cm/45cm/30cm
    Small suitcase — 54cm/36cm/22cm

IF I HAVE A NON-STANDART BAGGAGE:

    If your baggage is non-standrt, notify us in the comment section when booking, and describe precisely the size of the non-standard baggage, as well as the number of that baggage, while filling in the information in the booking form; and sends us a photo of the non-standart baggage in any convenient way: website chat, Viber, Telegram, WhatsApp, or email. We will analyze the possibility of accomodation this non-standart baggage in the car and will notify you if it is possible to carry out your order.

HOW TO GET A REFUND:

    The refund of the guarantee fee is possible if the booking was canceled by the client more than 72 hours prior to the start of the trip, excluding the cost of banking fees for this operation. An additional 50% of the guarantee fee is also refunded if the car is not provided for your order due to our driver’s fault.
    The guarantee fee is refunded to the client’s bank account in 5-7 working days.
    Attention!
    In case of order cancellation more than 72 hours prior to the trip, 100% of the guarantee fee is refunded, excluding the cost of banking fees for this operation.
    In case of a non-conducted service due to driver’s fault, 100% of the guarantee fee + 50% of the guarantee fee is refunded.

WHAT TO DO IF I FORGOT SOMETHING IN THE CAR:

    1) Contact the driver yourself by the phone number indicated in the voucher of your order and notify him about the item you left.
    2) Notify us by sending a text message in any convenient way: website chat, Viber, Telegram, WhatsApp, email, SMS.
    Attention!
    If you forgot something in the car, notify the driver about it, and the driver will check the presence of the forgotten item in the car. In case the left item is found in the car, the driver will take all the necessary actions for the safekeeping of the item. Decide with the driver for a way of getting back the left item.
    If you booked a round-way transfer, the driver will give you the left item at the beginnig of your second transfer.
    You can get the left item at our office for left items, the address of which will be given by the driver.
    The left item can be delivered to you, upon your request. This service is paid, and you can order this service on the website of our company. Book a transfer and leave a comment about the left item.

HOW MUCH WAITING TIME IS INCLUDED IN THE PRICE OF THE ORDER:

    Free waiting time:
    At the airport – up to 1 hour
    At the railway station – up to 30 minutes
    At the hotel or an indicated address – up to 20 minutes
    The extra waiting time is a paid-service, which should be paid at a rate of 35 per every full and non-full hour. 35 is the rate for all car classes, excluding Premium cars. For premium class cars the rate is 50 for a full and non-full waiting hour. Non-full waiting hour is paid for after 20 minutes pass, the first waiting hour at the airport is free.

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