General Terms and Conditions

PRAGUE AIRPORT TRANSFERS, s.r.o.

These are the Terms and Conditions of PRAGUE AIRPORT TRANSFERS, s.r.o.,
with registered office at Velvarská 1701/25, Prague 6, Postal Code: 160 00, Company Registration No. 27593622.

The Customer who uses the services of PRAGUE AIRPORT TRANSFERS, s.r.o. fully accepts these Terms and Conditions (in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code) and, by submitting an order or placing an order online via the website, or by confirming the order, expressly agrees to these Terms and Conditions to which the order or contract refers. A Customer who does not agree with these Terms and Conditions is not entitled to conclude any contractual document with the Company or place an order through the Company’s website.

Unless agreed otherwise, the Company exclusively provides the service of intermediation of third-party services, in particular taxi services, coach transport and other transport, guiding and tourist services, excursions and related ancillary services.

The intermediary taxi service is usually provided in the electronic booking regime pursuant to Section 21(6) of Act No. 111/1994 Coll. The regime of a written contract concluded in advance pursuant to Section 21(5) or occasional passenger transport is used only where this is expressly stated for the specific service.

Protection of customers’ personal data is carried out in accordance with the GDPR (Regulation (EU) 2016/679) and Act No. 110/2019 Coll. on the processing of personal data.

  1. Basic terms

1.1 Company – the intermediary of taxi services PRAGUE AIRPORT TRANSFERS, s.r.o., with its registered office at Velvarská 1701/25, Prague 6, postcode 160 00, ID No. 27593622, which intermediates transport and related services under these Terms and Conditions. The Company is not a carrier.

1.2 Customer/Ordering party – a person or company that uses the Company’s services on the basis of an order or contract, having agreed to these Terms and Conditions.

1.3 Terms and Conditions – these terms governing the scope and manner of providing intermediary services.

1.4 Service/transport – a transport service (in particular taxi service, minibus and coach transport) provided by an independent Carrier authorised to perform the relevant activity; the Company only intermediates this transport and related ancillary services.

1.5 Driver – a driver of the Carrier performing the intermediated transport. The Driver is not an employee of the Company.

1.6 Customers’ personal data – data provided by the Customer/Ordering party to the Company in connection with the order and the intermediation.

  1. Protection of Customers’ personal data and handling of such data

2.1    Controller and contact – The controller of personal data is PRAGUE AIRPORT TRANSFERS, s.r.o., Velvarská 1701/25, 160 00 Prague 6, ID No. 27593622 (hereinafter the “Company”). Contact e-mail for requests and enquiries: [email protected].

2.2    Legal bases and compliance with law – Personal data are processed in accordance with EU and Czech law, in particular the GDPR (Regulation (EU) 2016/679) and Act No. 110/2019 Coll. The legal bases are:
a) performance of a contract (intermediation of taxi/transport services, communication regarding the order), Art. 6(1)(b) GDPR;
b) compliance with legal obligations (e.g. records of intermediated transport, accounting and tax obligations), Art. 6(1)(c) GDPR;
c) legitimate interest (IT security, prevention of misuse, enforcement of claims), Art. 6(1)(f) GDPR;
d) consent where required (e.g. newsletter/marketing, non-essential cookies), Art. 6(1)(a) GDPR.

2.3    Scope of processing and sources of data – We process identification and contact data of the Ordering party (name/company name, ID/VAT number, address, e-mail, telephone), data relating to the booking and the journey (date/time, pick-up/drop-off locations, route, number of persons, notes – e.g. flight number, price), operational/log data (time records, deliverability of e-mails/SMS, IP address, user-agent) and payment metadata (transaction ID, amount, currency, status). Card numbers are processed exclusively by the payment gateway; the Company does not store them. The data originate from the Ordering party, its representative (hotel/agency) and from our booking system.

2.4    Recipients of data – We transfer necessary data to the Carrier and its Drivers (to perform the transport), to payment service providers (gateway, bank), to IT suppliers (hosting, CRM, SMS/e-mail gateway) on the basis of a data processing agreement, and to public authorities where required by law.

2.5    Transfers to third countries – As a rule, we do not transfer data outside the EU/EEA. If a transfer takes place (e.g. cloud/SaaS), we use legal safeguards under the GDPR (in particular standard contractual clauses) and indicate this in the Privacy Policy.

2.6    Retention periods – Records of intermediated transport are kept for at least 3 years (under the Road Transport Act); accounting and tax documents are kept under applicable law for 5–10 years; operational logs are typically kept for 6–24 months; marketing data are kept until consent is withdrawn. After the expiry of these periods, the data are deleted or anonymised.

2.7    Necessity of providing data – Providing contact and booking data is necessary for the conclusion and performance of the intermediation contract; failure to provide them may make it impossible to process the order. Data for marketing purposes are voluntary.

2.8    Rights of data subjects – You have the right of access, rectification, erasure, restriction of processing, data portability, and the right to object to processing based on legitimate interests (including an objection to direct marketing). You may exercise your rights using the contact details in point 2.1.

2.9    Consent and marketing/cookies – Processing for marketing purposes (e.g. newsletter) and analytical/marketing cookies is carried out only on the basis of consent, which may be withdrawn at any time without affecting the lawfulness of processing before its withdrawal. Cookie management is enabled via our consent management tool (CMP).

2.10  Role of the Carrier – The Company acts as an intermediary (in particular of taxi services) and is the controller for the purposes of intermediation. The Carrier is an independent controller of personal data in the scope of providing the transport (performing the journey, its accounting documents).

2.11  Security – We apply appropriate technical and organisational measures (encrypted transmission, access control, logging, back-ups, data processing agreements with processors, staff training) in order to ensure the confidentiality, integrity and availability of the data.

2.12  Processors – Our IT and communication providers process data only in accordance with the Company’s instructions and to the necessary extent, on the basis of written data processing agreements.

2.13  Third parties as Ordering party – An order may be placed by a third party (hotel, agency, corporate partner). This party declares that it is authorised to provide the data. Mandatory information and the confirmation of transport are sent to the Ordering party; the Carrier’s Driver has the confirmation available on a device for the remainder of the day.

2.14  Information on request – On request we will provide information about the processing of your data, including copies of the relevant personal data, within the statutory time limits.

2.15  Supervisory authority – You have the right to lodge a complaint with the Office for Personal Data Protection (www.uoou.cz) if you believe that the processing violates the GDPR. We appreciate if you contact us first in accordance with point 2.1.

2.16  Link to detailed Privacy Policy – Detailed information (categories of data, full retention periods, list of processors, international transfers, cookies) is provided in the document “Privacy Policy” available on our website; this document forms an integral part of these Terms and Conditions.

  1. Guarantee of compensation, liability for damage

3.1    The Company is liable towards the Customer/Ordering party for damage only to the extent of its intermediation activity (forwarding the order, information duties under Section 21(6), basic verification of the Carrier’s/vehicle’s/Driver’s authorisation). For any damage arising in the course of providing the transport, the Carrier that performs the transport is liable, and the Customer/Ordering party accepts its services by boarding the vehicle.

3.2.    The Customer/Ordering party acknowledges that they are not entitled to compensation for damage in cases where:

  • There was a delay in the transport, whether at the beginning when the Customer/Ordering party was to board, or during the transport itself, due to force majeure. Force majeure means a natural disaster, weather, climatic conditions, a traffic accident not caused by the Carrier’s Driver, traffic jams caused by roadworks or other work on the infrastructure, or a delay caused by the intervention of a public authority – checks by the police, officials, inspectors, etc.
  • There was a delay in the transport due to reasons on the side of the Customer/Ordering party or another ordering party (travel agency, hotel, trip organiser, etc.), for example because the Customer/Ordering party did not arrive at the agreed pick-up time.
  • Damage to the Customer’s/Ordering party’s property or to their health or life occurred as a result of a traffic accident that was not caused by the Carrier’s Driver but by the driver of another vehicle, an animal or another person.
  • Damage to the Customer’s/Ordering party’s property or to their health or life occurred as a result of an emergency manoeuvre that the Driver was forced to perform during the transport in order to prevent greater damage or consequences – for example, a necessary sudden braking due to a situation on the road, a sharp avoidance manoeuvre, a skid, etc. Unless proven otherwise, such a manoeuvre is deemed necessary and justified (avoiding a collision with an animal, a person or another vehicle on the road, etc.).
  • Damage occurred as a result of an omission by the Customer/Ordering party or another ordering party (for example, failure to load the Customer’s luggage into the vehicle or to unload it, loss of small items or cash during the transport, etc.).
  • Damage arose for the Customer/Ordering party due to an incorrectly or inappropriately chosen pick-up time.

3.3    If damage is caused to the Customer/Ordering party due to late pick-up, i.e. at a later time than the time stated in the order, the Customer/Ordering party is entitled to a contractual penalty which represents a lump-sum compensation for damage up to a maximum amount of CZK 2,000. The damage must, however, be provable and documented by the Customer/Ordering party and claimed in the form of a Complaint under these Terms and Conditions.

3.4    By using the transport arranged by the Company, or by using the intermediation of transport, the Customer/Ordering party expressly declares that the amount of the contractual penalty of up to CZK 2,000 as a lump-sum compensation for damage caused by the transport or in connection with it is fully sufficient for them and that they agree with this amount. If they do not agree, the Customer/Ordering party is not entitled to use the Company’s services and is obliged to refrain from using them.

3.5    If the Customer/Ordering party intends to claim damage exceeding the contractual penalty amount of CZK 2,000, they are obliged to take out appropriate insurance or additional insurance for the case of such damage. By boarding the vehicle, the Customer/Ordering party confirms that they have fulfilled this obligation to insure themselves against possible damage and assumes full responsibility for fulfilling this obligation.

  1. Determining the pick-up time and maximum waiting time

4.1    The Customer/Ordering party expressly acknowledges that they are obliged to set the Customer’s departure time, i.e. the pick-up time for the transport, sufficiently in advance (for example before a flight departure, connection to another service, etc.), including at least a 30-minute buffer to cover possible delays of the Carrier caused by force majeure or by adverse traffic conditions or closures (accidents, traffic jams and other traffic restrictions).

4.2    If the Customer/Ordering party does not respect the above limits and buffers when setting the pick-up time in the order and, as a result, damage arises, they are not entitled to compensation for such damage from the Company.

4.3    The maximum waiting time included in the price of the fare is 60 minutes for transfers from the airport, 30 minutes for transfers from railway stations and 15 minutes for other types of transport.

  1. Methods of ordering

5.1    We intermediate all services on the basis of orders placed by the Customer/Ordering party or another ordering party (hotel, travel agency, corporate client). An order may be placed online via our website, through a partner platform, or sent by e-mail or SMS/WhatsApp. The contract for the carriage of persons is concluded between the Customer/Ordering party and the Carrier at the moment the Carrier accepts the order via the Company’s interface or a partner platform. The automatic confirmation of receipt of the order into the system is for information purposes only and is not binding; it becomes binding only upon acceptance by the Carrier. In this relationship the Company acts solely as an intermediary.

Methods of placing an order:

a) an order created by the Customer/Ordering party; the Customer/Ordering party pays the price directly to the Carrier (Driver) who performs the transport;

b) an order created by the Customer/Ordering party with payment via the Company’s interface – the Company collects payment on behalf of the Carrier and settles it with the Carrier;

c) an order via a partner (travel agency/hotel/corporate client) – the partner pays in aggregate according to the agreement; the transport is provided by the Carrier and the Company is the intermediary.

5.2    An order (or part of an order) confirmed by the Company is binding for both parties unless the agreed conditions (specification of the transport, price, payment terms, consent to the Terms and Conditions, date of performance) are breached.

5.3    In the regime of Section 21(6):

  • before placing the order, the Customer/Ordering party is clearly informed of the final price and of the Company’s identity as an intermediary of taxi services;
  • before the start of the journey, the Customer/Ordering party receives details of the Carrier, Driver and vehicle;
  • after the end of the journey, the Customer/Ordering party receives a confirmation of transport containing the particulars required by Decree No. 478/2000 Coll.; the Driver has this confirmation available in their device for the rest of the day.

5.4    The regime of a written contract concluded in advance (Section 21(5)) is used only if expressly agreed (and in that case the contract contains the statutory particulars). Unless stated otherwise, Section 21(6) applies.

  1. Payments

6.1   In cash

When paying the fare to the Driver, the Carrier (its Driver) accepts only Czech crowns (CZK) and the currencies selectable during the booking process, i.e. British pounds (GBP), euros (EUR), US dollars (USD) and others. Cash payments in foreign currencies are based on the current CZK exchange rate on the day of transport as determined by the Company acting as intermediary, not on the rate valid on the day the reservation was made.

6.2   By payment card

If the Customer/Ordering party pays online by card, the Company may accept the payment on behalf of the Carrier and settle it with the Carrier; the Carrier/Driver is informed of successful payment electronically (there is no need to print a confirmation).

If the Customer/Ordering party pays online by debit or credit card, payment can be made in the following currencies – CZK, EUR, GBP and USD. If the Customer/Ordering party pays directly to the Driver, payment can be made only in CZK and only with cards whose logos are displayed on the Company’s website.

6.3   By bank transfer

For partners with monthly invoicing, an aggregate payment is possible according to the agreement. Otherwise, the Customer/Ordering party may pay on the basis of a pro forma invoice before the transport is carried out; if the invoice is not paid by the date of transport, the Company is entitled to cancel the order. Invoices can be issued only in the following currencies – CZK and EUR.

  1. Tax document

The tax document for the transport Service is issued by the Carrier. On the basis of an authorisation, the Company may issue the tax document in the name and on behalf of the Carrier. For payments received online before a specific Carrier has been assigned, the Company sends a confirmation of receipt of payment; the tax document is issued after the Carrier has been assigned or after the Service has been provided.

  1. Method of payment for the return journey

If the reservation includes a return journey or multiple rides, the total amount may be paid in a single payment or each ride may be paid separately. When paying directly to the Driver, each individual ride is always paid for separately.

  1. Advance payments

For bookings where the pick-up point is outside Prague, and for selected limousines, excursions and bookings especially for larger groups, the Company may require an advance payment, which must be paid at least 24 hours before the scheduled pick-up time. In such cases, the Company will inform the Customer of the need to pay the advance and of the possible methods of payment. If the required advance payment is not made, the Company is entitled to cancel the booking without compensation.

  1. Booking changes and cancellation conditions

10.1    Standard transport (transfers)

If the Customer wishes to change or cancel a booking for any reason, this can be done via the Company’s website interface, by sending an e-mail or by telephone before departure – at least two hours before the scheduled pick-up time. If the Customer has already paid for the Service and cancels it in time, the Company will refund the full amount, or the Service will not be invoiced. If the Customer fails to cancel the Service in time, the amount already paid (deposit or full price) is deemed a contractual penalty, representing flat-rate compensation for the damage incurred by the Company due to the late cancellation.

10.2    Transport with pick-up point outside Prague

Changes and cancellations of transfers where the pick-up point is outside Prague are subject to different cancellation conditions. Cancellation must be made at least 24 hours before the scheduled pick-up time; otherwise, the Company charges a 100% cancellation fee as a flat-rate compensation for damage in the form of a contractual penalty paid by the Customer. The reason for applying the 100% cancellation (contractual penalty) is that all costs for the already booked and non-cancelled transport have been incurred by the Company.

10.3    Limousines and coaches

Different cancellation conditions from standard transfers apply to changes and cancellations of limousines (e.g. Hummer H200, Lincoln TC120, Cadillac, Mercedes S) and coaches (vehicles for 9 or more persons). Cancellation must be made at least 24 hours before the scheduled pick-up time; otherwise, the Company charges a 100% cancellation fee. The reason for applying the 100% cancellation fee is that all costs for the already booked and non-cancelled transport have been incurred by the Company.

10.4    Trips, tours, excursions and other services

Cancellation of a booking must be made at least two hours before the scheduled trip; otherwise, the Company charges a 100% cancellation fee (contractual penalty as flat-rate compensation for damage caused by late cancellation). For larger groups or bookings where an advance payment is required, cancellation must be made at least 24 hours before the start; otherwise, the Company charges a 100% cancellation fee as flat-rate compensation for damage in the form of a contractual penalty paid by the Customer. The reason for applying the 100% cancellation fee is that all costs for the already booked and non-cancelled service have been incurred by the Company.

  1. Refunds, payment complaints and dispute resolution

If the Customer cancels a prepaid Service online and is entitled to a refund, the money will be automatically returned to the card (or bank account) used to pay for the booking, usually no later than 5 business days. In all other cases, any claims for refunds for cancelled or unprovided Services must be submitted within 30 days in writing or by e-mail to the Company’s registered address or e-mail address.

In the event of a dispute regarding a refund or an incorrectly charged payment, the Customer may resolve the dispute by filing a Complaint, i.e. a payment claim, which will be duly reviewed no later than 30 calendar days from the date the complaint is raised. If the complaint is rejected, the Customer may contact the out-of-court consumer dispute resolution body as specified in section 15 below.

  1. Compensation and maximum contractual penalty

Any claims for compensation of possible damage must be submitted within 30 days, in writing or by e-mail, to the Company’s postal or e-mail address. After this period expires, the Customer no longer has the right to make a complaint and the related claim for compensation or contractual penalty. Any complaint submitted after this period will still be duly investigated, but without a legal claim to compensation.

Compensation for damage/inconvenience is limited to a maximum amount equal to the price of the transport for the individual booking, but not exceeding CZK 2,000 – a contractual penalty. The following cases are entirely excluded from compensation: situations where, for logistical reasons, a replacement vehicle of a similar type or the same vehicle in a different colour is provided, and s

  1. Complaints and enforcement of the contractual penalty

13.1    In the event of any problem, the following complaints procedure must be followed. If the Customer wishes to exercise a claim for compensation, the Customer must inform the Company of the situation without undue delay. If the Customer cannot find their Driver or has any other problem with a specific booked Service, the Customer shall immediately contact the Company by telephone on the stated phone number. If the problem is not resolved immediately or to the required extent, the Customer shall notify the Company by e-mail or in writing and provide all relevant details of the complaint. The complaint will then be investigated as soon as reasonably possible, typically within a few days.

13.2    All necessary contact details for the Company for the purpose of submitting a complaint or a claim for a contractual penalty/compensation can be found by the Customer in the booking, the transport contract, on a visible place in the vehicle, or they can be provided by the relevant Driver of the vehicle in which the Customer is being transported.

13.3    In the event of a breach by the Company of its obligations relating to the handling, storage or use of the Customer’s personal data, the Customer has the right to lodge a complaint against the Company’s procedure in this matter. The Customer shall send such complaint to the Company’s postal or e-mail address; the Company will assess and investigate the Customer’s complaint and adopt appropriate measures both in relation to the complainant and to other Customers.

  1. Customer obligations

14.1    The Customer is obliged, during the transport, to follow the instructions of the Driver and in particular to comply with the safety regulations applicable to the transport. The Customer acknowledges that they were informed of all relevant circumstances, including safety regulations, before the transport was carried out. The Customer also undertakes not to damage in any way the Carrier’s equipment and vehicle interior, to keep it clean, and not to damage the property of other transported persons or disturb such persons in any way during the transport. In the event of a breach of these obligations, the Customer acknowledges their liability for any damage caused by their conduct to the Company, the engaged Carrier or any third parties.

14.2    The Customer is further obliged to board the transport at the agreed pick-up time, except in cases where objective circumstances prevent them from boarding the transport on time, see the reasons stated above.

  1. Out-of-court settlement of consumer disputes

If a consumer dispute arises between us and a consumer from a contract for the provision of services, and such dispute cannot be resolved by mutual agreement (for example, where a complaint is rejected as unfounded), the consumer may submit a proposal for out-of-court settlement of the dispute to the designated body for out-of-court settlement of consumer disputes, which is the Czech Trade Inspection Authority (Česká obchodní inspekce, Central Inspectorate – ADR Department). After the consumer’s statement, this authority will propose a way of resolving the dispute.

In the case of a consumer dispute concerning the sale of our goods or the provision of our services, the competent body for out-of-court settlement of the consumer dispute is the Czech Trade Inspection Authority – www.coi.cz (“ČOI”), to which you may address any consumer dispute. To submit a proposal for the initiation of out-of-court settlement of a consumer dispute and to obtain information on the procedure for such out-of-court settlement (including cross-border disputes), you may also use the European Union’s online dispute resolution platform available at:  https://webgate.ec.europa.eu/. Other authorised entities for out-of-court settlement of consumer disputes may also be established, with which such dispute resolution may likewise be initiated and conducted.

  1. Validity of the Terms and Conditions

These Terms and Conditions are valid for an indefinite period starting on 1 November 2025. In the event of any changes to these Terms and Conditions, which the Company reserves the right to make, the version of the Terms and Conditions in force at the time when the contract was signed or a valid order was submitted shall be binding on the Customer.