Terms and Conditions

GoAlpes operates an online platform that enables users to search for and book transfers, as well as to manage their reservations.

GoAlpes itself is not a transportation provider and does not act as a carrier. Its role is limited to coordinating the interaction between the Customer and the Carrier, the latter being the party directly responsible for delivering the transfer and any related additional services. GoAlpes ensures that all necessary documentation and payment processing for booking a Transfer and entering into a transportation contract are properly arranged, and it supports the organization of these processes. The Carrier bears sole responsibility for the quality and safety of the transfer service.

GoAlpes sp. z o.o. (registered in Poland, company address: Kozielska 220/1, 44-121 Gliwice) hereby issues a public offer for transfer search and booking services.

1. Key Definitions

1.1. Agent – GoAlpes sp. z o.o., acting on behalf of the Carrier as its representative.

1.2. Customer – any individual using the GoAlpes platform to arrange transfer services.

1.3. Transfer – a complete service package that includes:

• waiting for the Customer at the specified meeting point until arrival or until the agreed free waiting time expires;
• meeting and greeting the Customer;
• escorting the Customer to the vehicle and loading their luggage;
• transporting the Customer in a vehicle supplied by a contracted Carrier to the destination point.

Depending on the selected tariff and the number of passengers, the vehicles may range from standard sedans (economy, comfort, business classes) to minivans, minibuses, or larger buses.

1.4. Carrier – a licensed transportation provider operating in the area where the service is delivered, bound by an agency agreement with GoAlpes. Under this arrangement, the Agent forwards booking details to the Carrier, while the Carrier undertakes to supply a vehicle, transport the Customer to the specified destination, and, when required, arrange airport pickup. The contractual relationship between the Carrier and the Customer is governed by the terms of carriage and this agreement.

1.5. Ancillary services and goods – any supplementary services or items offered by the Carrier alongside the Transfer. These may include meeting assistance, vehicle equipment, or additional amenities for the Customer. Depending on the chosen tariff, such services may either be included in the price of the Transfer or provided for an extra fee.

1.6. GoAlpes Service – the online platform (available at goalpes.com and related applications or channels) that enables Customers to book Transfers, access order details, and provide or request feedback. The service streamlines the process of selecting and booking vehicles for Transfers and may include additional features such as airport meet-and-greet. All Transfers are performed by licensed Carriers with whom GoAlpes maintains contractual agreements.

1.7. Booking Request – the Customer’s declaration of intent to reserve a Transfer, submitted by providing all required details to the Agent. A Booking Request implies the Customer’s commitment to accept the service on the terms presented at the time of booking.

1.8. Voucher – a document issued by the Agent containing the essential details of the upcoming Transfer, such as the scheduled time, meeting point, and service conditions. The Voucher serves as confirmation of payment or, where applicable, a record of the agreed payment method.

1.9. Order – a Booking Request that has been validated by both the Customer and the Carrier. Once confirmed, the Order constitutes the mutual agreement to perform the Transfer under the conditions outlined in the Booking Request and reflected in the Voucher.

Duties of the Agent:

• Gathering from the Customer all information required to arrange the Transfer;
• Forwarding this information to the Carrier and securing the Carrier’s confirmation to provide the service;
• Notifying the Customer regarding the current status of the Order.

By placing a booking through the GoAlpes service, the Customer accepts the conditions of this offer and affirms that any travellers under the age of 18 will be accompanied by their lawful guardians.

2. Rules for Submitting Booking Requests

2.1. When placing a Request through the GoAlpes service, the Customer must provide all required details and is fully liable for their accuracy and truthfulness. The Customer acknowledges that providing incomplete or incorrect information may result in the inability to deliver the service, or in the service being performed at a lower quality.

2.2. The Agent reserves the right to request additional clarifications from the Customer after the initial submission of the Request. Once the data has been verified and confirmed, the Agent forwards it to the Carrier.

2.3. A submitted Request may remain unconfirmed if the Carrier does not have a vehicle available for the specified date and time. The Customer will be informed of the status of their Request—either confirmed or pending—in the booking confirmation. If the status is shown as pending, a representative of the Agent will contact the Customer to assist in resolving the situation and, where possible, offer alternative arrangements.

3. Meeting Point and Destination

3.1. The meeting point is the location where the Carrier’s representative is required to greet the Customer.

3.2. The destination is the location to which the Carrier is obligated to transport the Customer.

3.3. Such locations are defined within a geographical area, which may include a district, neighborhood, or other administrative unit. The address may be specified as the name of a hotel, a transport terminal, exact coordinates, or a marked point on the map. The acceptable formats for indicating both the meeting point and the destination are determined by the GoAlpes booking system.

4. Date and Time of Meeting

4.1. The meeting time and date are established in the Booking Request and confirmed in the Voucher. The Carrier’s representative must be present at the designated location at the scheduled time.

4.2. Pickups from airports. When booking a transfer from an airport, the Customer should provide their scheduled flight arrival time. The Carrier will arrange the meeting approximately 30 minutes after landing, allowing sufficient time for baggage claim and exit formalities.

4.3. Transfers to airports. For journeys to an airport, the Customer must provide their flight details. The pickup time will be calculated based on the travel time between the pickup location and the airport so that the Customer arrives at the terminal 2.5 to 3 hours before the scheduled flight departure.

4.4. Pickups from hotels or other locations. For transfers beginning at a hotel or another address, the Customer may freely choose the preferred pickup time. If the Customer’s plans change, they are obliged to promptly notify the Agent so the booking may be updated accordingly.

4.5. Free waiting time. The Carrier is required to wait for the Customer without any change to the fare during the following grace periods:

• up to 90 minutes at airports and seaports (counting from the actual landing or arrival time);
• up to 15 minutes at all other pickup locations.

5. Selection of Vehicle Class

5.1. The Customer must ensure that the total number of passengers, including children, does not exceed the seating capacity of the vehicle category selected. The requirement for child safety seats or the carriage of oversized luggage may necessitate booking a larger vehicle. If these conditions are not satisfied, the Carrier reserves the right to decline the service.

5.2. The Customer bears full responsibility for requesting and reserving appropriate child safety seats for any minors included in the Order. Failure to select the correct seat type, or omission of such a request, may result in the Carrier’s refusal to perform the Transfer.

5.3. If the Carrier provides a vehicle of a higher category than that originally booked, this shall not be regarded as a breach of these terms and does not give rise to any additional obligations on the part of the Agent or the Carrier.

6. Luggage

6.1. Each passenger is entitled to carry one large suitcase and one small piece of hand luggage as part of the standard allowance.

6.2. Items such as skis, snowboards, golf bags, surfboards, bicycles, baby strollers, wheelchairs, musical instruments, or other oversized baggage are considered non-standard. The Customer must inform the Agent of such items in advance so that suitable arrangements can be made.

6.3. The transport of animals or birds is permitted only in secure containers with a solid bottom (cages, baskets, boxes, etc.), provided that the container does not exceed the dimensions of standard luggage.

7. Customer Data

7.1. When submitting a Booking Request, the Customer must provide the Agent with the following details, which are necessary for clarifying the booking and ensuring timely communication about the conditions of service and any potential changes:

• full name (first and last);
• mobile telephone number;
• e-mail address;
• any other information required for the proper execution of the Order.

7.2. The Agent undertakes to maintain the confidentiality of all information supplied by the Customer at the time of booking and to use such information solely for the purposes outlined in the Privacy Policy.

7.3. GoAlpes processes the Customer’s personal data for the following purposes:

• transmitting the data to the Carrier for the fulfillment of the Order;
• arranging, managing, monitoring, and tracking the execution of the Order;
• providing consultation and customer support related to the Order;
• improving the quality of the service through analysis of website usage statistics, sales records, and feedback about transfers;
• developing new service options, conducting marketing activities, and delivering targeted advertising.

The Customer has the right to withdraw their consent to the processing of personal data under the Privacy Policy at any time by sending a request to [email protected]

8. Information and Communication

8.1. The Agent shall deliver all essential information concerning the Customer’s Order to the e-mail address and/or mobile phone number specified by the Customer at the time of submitting the Booking Request.

8.2. The Customer assumes full responsibility for the risks associated with failing to receive or review such communications in a timely manner, as well as for any risks arising from unauthorized access to their e-mail account or mobile device.

8.3. In the event of questions or issues related to the Order, the Customer may contact either the Agent’s customer support service.

9. Amendments to the Booking 

9.1. Any modifications to an Order must be submitted to the Agent no later than 24 hours prior to the scheduled start of the Transfer.

9.2. If the requested changes result in an increase in the total cost of the service, the Customer is obligated to cover the price difference before the Transfer can be confirmed.

10. Cancellation of the Booking (Order)

10.1. The Customer may cancel an Order under the following conditions:

• For Comfort, Business categories: cancellation is free of charge if made at least 72 hours before the scheduled start of the Transfer. Cancellations made later will incur a 25% cancellation fee.
• For Premium, Sprinter, and Coach categories: cancellation is free of charge if made at least 7 days before the scheduled start of the Transfer. Cancellations made later will result in a 100% cancellation fee.

10.2. The Agent cannot be held responsible for flight delays, cancellations, or other circumstances beyond its control, and does not guarantee that the Carrier will wait for the Customer beyond the established free waiting time.

10.3. The Agent reserves the right to cancel the Customer’s Order and refund the full cost in cases where the Carrier fails to fulfill its obligations or in the event of force majeure or other exceptional circumstances.

10.4. Refund obligations are considered fulfilled once the refund has been debited from the Agent’s account in favor of the Customer or once the refund instruction has been submitted to the relevant payment system.

10.5. The time frame for the Customer to actually receive the refunded funds may vary depending on the policies of the relevant bank or payment provider.

11. Passenger No-Show

11.1. The Customer must ensure that the mobile phone number provided in the Booking Request and specified in the Voucher is switched on and available for communication at the scheduled start of the Transfer, throughout the free waiting period, and until the Customer meets the Carrier’s representative.

11.2. If the Customer fails to appear at the meeting point indicated in the Voucher by the end of the free waiting period and does not respond to incoming calls from either the Agent or the Carrier, the Carrier is entitled to refuse performance of the Transfer and to leave the pickup location. In such cases, the provisions of §11.3 shall apply.

11.3. Where a Transfer is not completed due to the Customer’s failure to be present at the agreed time and place, the entire cost of the Order shall be retained by the Agent. The Customer shall not be entitled to any refund or compensation for losses arising from the non-delivery of the service.

12. Carrier No-Show

12.1. If the Carrier is not present at the meeting point specified in the Voucher at the scheduled start time of the Transfer, the Customer must promptly attempt to contact both the Carrier and the Agent’s support service.

12.2. The Customer may submit a claim relating to the Carrier’s failure to appear within fourteen (14) calendar days from the date indicated in the Voucher as the scheduled start of the Transfer.

12.3. In order to lodge such a claim, the Customer must provide the Agent with:

• confirmation that they were present at the designated meeting point at the scheduled start time;
• evidence of attempts to contact both the Carrier and the Agent’s support service to report the absence of the Carrier.

12.4. Acceptable proof of the Customer’s presence at the meeting point may include, but is not limited to:

• photographs taken at the departure location showing the Customer against the background of a visible clock and the hotel reception desk (for hotel pickups);
• photographs showing the Customer against the background of a visible clock and the flight information board at an airport or train station (for airport or station pickups);
• or other suitable evidence demonstrating that the Customer was present at the correct departure point at the scheduled start time of the Transfer.

13. Force Majeure

13.1. Neither party shall be held liable for failure to perform, or for improper performance of, its obligations where such failure results from circumstances of force majeure. Force majeure refers to extraordinary, unforeseen, and unavoidable events that could not reasonably have been foreseen at the time of entering into the contract, and which are beyond the reasonable control of the parties. Such circumstances include, but are not limited to: natural disasters (e.g., earthquakes, floods, hurricanes), fires, widespread disease or epidemics, labor strikes, acts of war, terrorism, sabotage, transport restrictions, governmental prohibitions, trade embargoes (including those imposed due to international sanctions), and other events outside the control of the parties.

13.2. A party affected by force majeure must notify the other party without undue delay of the occurrence of such circumstances and must provide supporting documentation issued by a competent authority in accordance with the laws of the country where the event has taken place.

13.3. A party that fails to comply with the requirements set forth in this section shall not be entitled to rely on force majeure as grounds for release from liability for non-performance of its contractual obligations.

14. Refund of Payments

14.1. Refunds shall be issued by the Agent to the bank account details provided by the Customer when placing the Booking Request, within a maximum of fourteen (14) calendar days. Where payment was made by credit card, the refund will be processed through the relevant international payment system directly to the same card originally used by the Customer.

14.2. To prevent duplicate refunds, the Agent reserves the right to decline a refund request if a chargeback has already been initiated by the Customer’s issuing bank in relation to the same Order.

14.3. The Agent’s obligation to refund is considered discharged once the funds have been debited from the Agent’s account in favor of the Customer, or once the Agent has transmitted the refund instruction to the international payment system.

14.4. The time required for the Customer to actually receive the refunded funds may vary depending on the internal policies of the servicing bank or payment provider.

15. Procedure for Filing Complaints

15.1. If the Customer is dissatisfied with the quality of the transfer search or booking service, they must submit a written complaint to the Agent via e-mail at [email protected]

15.2. The Customer retains the right to bring claims directly against the Carrier concerning the quality of the transportation service provided, including claims for compensation for damage to health, life, or property.

15.3. If the Customer does not have the Carrier’s contact details, they may request assistance from the Agent by e-mailing [email protected]

15.4. The Agent will acknowledge receipt of a Customer’s complaint within seven (7) days of receiving it. A full response to the complaint will be provided within thirty (30) days, unless a different period is required under applicable law.

16. Other Conditions

16.1. The place of conclusion of the contract under this offer shall be deemed to be Gliwice, Poland.

16.2. A contract formed pursuant to this offer shall enter into force at the moment of its acceptance and shall remain in effect until both Parties have fully performed their respective obligations.

16.3. This contract shall be governed by and construed in accordance with the laws of Poland. Any disputes arising from or in connection with this contract shall fall under the exclusive jurisdiction of the competent courts of Poland, without prejudice to the mandatory rights afforded to consumers under applicable law.