Terms of Service

1. Introduction

These Terms of Service ("Terms") govern the use of the Altus Private Transfers website and the booking of private transfer services. By accessing our website or making a booking, you agree to be bound by these Terms. Please read them carefully before using our services.

Altus Private Transfers operates private transfer services in Portugal and Switzerland, providing professional chauffeur-driven transportation.

2. Definitions

• "Altus", "we", "us", "our": Altus Private Transfers.
• "Customer", "you", "your": The person who makes the booking, whether for themselves or on behalf of a passenger.
• "Passenger": The person who will use the transport service. This may or may not be the same person as the Customer.
• "Driver": The professional chauffeur assigned to carry out the transfer.
• "Booking": A confirmed reservation for a private transfer service made through our website.
• "Platform": The Altus Private Transfers website (altustransfers.com) and associated booking system.

3. Services Offered

Altus provides the following services:

• Airport Transfers: Private transportation to or from airports, ports, and railway stations.
• City Transfers: Point-to-point transportation between locations.
• Round Trips: Combined outbound and return transfers with a 15% discount on the total fare.

Service availability may vary by region and vehicle class. All prices are displayed in EUR (Portugal) or CHF (Switzerland) and include applicable taxes.

4. Booking Procedure

Bookings are made through our website by completing the following steps:

1. Select your route, date, time, and number of passengers.
2. Choose your vehicle class (Economy, Standard, First Class, or Van options).
3. Enter passenger details, including name, email, phone number, and any special requirements (child seats, flight number, additional notes).
4. Confirm and submit your booking request.

A booking is considered a request for service. You will receive a confirmation email once your booking has been accepted and a driver has been assigned. The contract is concluded upon this confirmation.

It is your responsibility to provide accurate information — including correct pick-up and drop-off locations, dates, times, and contact details. Altus cannot be held liable for issues arising from incorrect information provided at the time of booking.

5. Prices and Payment

Prices are fixed per route and vehicle class and are displayed at the time of booking. Prices may vary based on:

• Route and distance
• Vehicle class selected
• Round-trip discount (15% applied automatically)
• Additional services (child seats, Meet & Greet)

Payment is collected at the time of booking through our secure payment partners. We accept major credit and debit cards. All payment data is encrypted and processed by our third-party payment providers — Altus never stores your card details.

Receipts and invoices are issued by Altus or by the assigned driver, as applicable.

6. Cancellation Policy

• Free cancellation: More than 24 hours before the scheduled pick-up — full refund (0% fee).
• Late cancellation: Between 24 hours and 4 hours before the scheduled service — 50% charge.
• Last minute / No-show: Less than 4 hours before pick-up, or failure to appear — 100% charge.

To cancel a booking, contact us at support@altustransfers.com. Refunds are processed to the original payment method.

7. Changes to Bookings

You may request changes to your booking (date, time, route, vehicle class) at least 24 hours before the scheduled pick-up at no additional penalty. Any price difference resulting from the change (e.g., vehicle upgrade) must be paid before the change is confirmed.

Changes requested within 24 hours of pick-up are subject to driver availability and may incur a surcharge. If no driver is available for the requested change, the original booking remains valid and our standard cancellation policy applies.

To modify a booking, contact us at support@altustransfers.com.

8. Waiting Times

• Airport / port / train station transfers: 60 minutes of free waiting time from the scheduled pick-up (adjusted automatically if a flight number is provided).
• All other transfers: 15 minutes of free waiting time from the scheduled pick-up.

Exceeding the free waiting period may result in additional charges or, at the driver's discretion, cancellation of the service as a no-show.

9. Flight Monitoring

If you provide a valid flight number at the time of booking, our system will monitor your flight and automatically adjust the pick-up time to match the actual arrival. This service covers delays of up to 6 hours from the originally scheduled arrival time.

For early arrivals, the original scheduled pick-up time remains valid. Flight monitoring applies only to the final flight indicated in the booking — it does not cover connecting flights not explicitly provided.

10. Vehicle Classes

Vehicle images on our website represent the class of vehicle booked, not a specific make or model. Actual vehicles may vary by region and availability. An upgrade to a higher-class vehicle may occur at no additional cost.

For bookings requiring a Van, an SUV of equivalent capacity may be used — and vice versa. For bookings requiring a minibus (12–16 seats), the trip may be fulfilled with two or more vehicles.

We cannot guarantee specific colors, models, or brands, as vehicles depend on local fleet availability.

11. Passenger Conduct

All passengers must:

• Wear seat belts at all times.
• Refrain from smoking inside the vehicle.
• Treat the vehicle with care.
• Comply with the driver's reasonable instructions.

In the event of non-compliance — including vandalism, damage, or behavior that creates an unsafe environment — the full fare remains due. The driver may request compensation for any necessary repairs or cleaning caused by the passenger.

The driver may refuse or terminate the service if the passenger violates these rules, behaves aggressively, or if there is reasonable suspicion of illegal activity.

12. Baggage Policy

Each vehicle class has a maximum luggage capacity, displayed during booking. We recommend selecting a vehicle class based on the number of passengers and luggage.

Standard allowance per passenger:

• 1 small personal item (laptop bag, camera, small backpack) inside the cabin.
• 1 medium suitcase (up to 20 kg) stored in the trunk.

For safety, all luggage must remain in the trunk — nothing may be placed in the passenger area. If you have more luggage than the standard allowance, please mention it in the notes field when booking so we can dispatch an appropriate vehicle.

Altus cannot guarantee acceptance of excess luggage beyond the vehicle's capacity. If excess luggage prevents the trip from going ahead, our standard cancellation policy applies.

13. No-Show Policy

Passenger No-Show

If you are not at the agreed pick-up location within the free waiting time after the scheduled pick-up, and we cannot reach you by phone, the booking will be marked as a no-show. The full trip cost will be charged.

Driver No-Show

You will receive your driver's contact details by email and SMS at least one hour before your scheduled pick-up. If the driver has not arrived, try calling them directly. If you cannot reach the driver, contact us immediately at support@altustransfers.com so we can arrange an alternative.

Please notify us within 15 minutes of the scheduled pick-up time. Beyond that window, we cannot guarantee a replacement transfer.

14. Special Requests

Child seats can be selected during booking at no additional cost. For pets, bulky equipment, wheelchairs, or other special requirements, please mention them in the notes field when booking so we can confirm availability with the driver in advance.

If the driver is unable to accommodate an unannounced request on the day of travel and you choose to cancel, the full trip fare still applies.

15. Limitation of Liability

Altus Private Transfers acts as an intermediary between the Customer and the assigned Driver. While we carefully select our drivers and ensure quality standards, Altus is not liable for:

• Delays caused by traffic, weather, road conditions, or other circumstances beyond our control.
• Delays or cancellations of flights, trains, or other third-party transport used by the Passenger.
• Loss or damage to personal belongings during the transfer.
• Indirect or consequential damages.

In any case, Altus's total liability shall not exceed the amount paid for the booking that gave rise to the claim.

16. Force Majeure

Altus shall not be held liable for failure to perform any obligation due to circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, strikes, wars, terrorism, government restrictions, road closures, or severe weather conditions.

17. Privacy

Your personal data is processed in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR). By making a booking, you consent to the processing of your data as described therein.

18. Governing Law and Disputes

These Terms are governed by the laws of Portugal. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Lisbon, unless the Customer qualifies as a consumer under applicable law, in which case the jurisdiction of the Customer's place of residence shall apply.

For consumer disputes, the European Online Dispute Resolution platform is available at: https://ec.europa.eu/consumers/odr

19. Changes to These Terms

We reserve the right to update these Terms at any time. Changes will be published on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the revised Terms.

Last updated: March 2026