Terms and conditions of your booking

The main conditions defined by the agreement between you and the local operator providing the service at destination are defined below.

Customer responsibilities

When making the booking, the customer is fully responsible for the accuracy of all information that must be provided for the correct provision of the service (flight numbers, passenger name, destination, address or any other relevant information). If the information is not correct in its entirety, the service may not given properly. If the local operator incurs expenses associated with this reservation for erroneous information, MY TRANSFER GROUP is not responsible and will not refund the money paid by the customer at the time of booking.

You must be at the meeting point defined in the booking, at the correct time and during the waiting time, according to the booking conditions. If you do not immediately find your representative/driver at the meeting point, contact the local operator at the telephone numbers indicated on the voucher and/or wait for the time set in the booking conditions before leaving the place. If you fail to comply with any of these aspects, the service will be considered as No Show, the respective charges apply, and no value will be refunded.


Reservations can be made through our platform at least 48 hours prior to transfer. If you need a transfer with less time you can contact our customer service team to try to coordinate the service.


Through our platform you can modify booking information for the execution of the transfer up to 48 hours in advance, for changes that do not involve a difference in the initial price (type of vehicle, different destination, night rate, etc.). In case the initial price changed, you must cancel the reservation and make a new one.

If you require a modification and this is within 48 hours before the transfer, you should contact my TRANSFER GROUP's customer service team to verify the feasibility of making this change.


Each passenger is entitled to carry 1 large suitcase (20 kg) and 1 carry-on case (5 kg). Please note that if passengers carry more bags, it may require a larger vehicle, so it is suggested that a larger vehicle be booked to ensure that both passengers and their luggage fit properly, and can be made transfer without incurring other vehicles that require additional costs at destination. Failure to comply with this policy may result in extra-costs at destination, as the local supplier may require a larger vehicle or an additional vehicle to carry additional baggage.

Flight Delay or Can't Find Your Driver

If your flight is in significant delay or you are having trouble locating your driver or representative at the airport or hotel, please contact the local carrier numbers shown on your voucher.

Meeting points

To find your driver or representative at the Airport, Port or Train Station, go to the meeting point specified on the voucher.

For departure transfers where pick-up is scheduled from a hotel, please go to the main reception or the given pick-up point where the driver can see it clearly at least 15 minutes before the pick-up time.

Shared Transfers

There will be no charge for children under 3 years of age (provided they sit on an adult's lap, and do not occupy the seats of the vehicle).

Children 3 years and older always count as a passenger, occupy a seat and must be booked and paid in full.

Private transfers

Children under 3 years of age may travel unrestricted (on an adult's lap) in the rear of a vehicle if a child seat is not provided.

If customers choose to use or take a child seat, the child must be included in the total number of passengers travelling, as a seat will be required in the vehicle.

Children 3 years and older always count as passengers, occupy a seat and must wear the adult seat belt if a child seat is not provided.

If parents choose to use a car seat, we recommend that they take their own to ensure safety standards. On request at the time of booking, in some destinations, child seats may be reserved and in some cases charges may apply.


Reservations can be cancelled free of charge 48 hours before transfer via the platform. If the cancellation request is made between 24 and 48 hours before the transfer, you must contact MY TRANSFER GROUP customer service team to perform the procedure. If the cancellation is made within 24 hours prior to the transfer, 100% of the value of the reservation will be charged and no refund will be applied.

Our responsibility

We act as a booking agent. Our responsibilities are limited to posting information on our website about the services that local operators provide; booking information to operators and reporting any changes to the conditions of your booking. We do not accept any liability for any illness, injury, death or loss of any kind. We will not be liable or pay you any compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description resulting from:

a) acts and/or omission(s) of the person(s) concerned;

b) the acts and/or omissions of a third party that is not related to the provision of the contracted services and which are unpredictable or unavoidable;

c) an event that we, our employees, agents or suppliers and subcontractors could not, even with due care, have planned or budgeted;

d) loss and/or damage to any personal baggage or possessions and money.

If your arrival flight is diverted for any reason, we will make every reasonable effort to rearrange a new transfer, but additional charges may be generated and must be paid directly to the operator at destination. In cases where the notification of flight modification is made too late or the actual arrival time is not certain, we recommend that you take an alternative transport at destination. We will try to refund the value of the booking, but this will depend on the costs incurred by the local operator in executing or participating in this transfer.

Requests and Claims

If you have a special request at destination or a complaint about any aspect of your transfer, you must notify the driver or local representative immediately. If your special request or complaint is not resolved at destination, please notify the agent who made your booking so that we are informed no later than 10 days after the event with all relevant information. If you do not comply with these times, we will not be obliged to resolve your request.

Waiting times

For all airport transfers, the maximum waiting time is one hour after the flight lands. The meeting with your representative/driver will take place at this time interval and may occur at any time once the passenger has reached the meeting point informed on the voucher.

In case you have any inconveniences due to migration or delivery of your baggage, please notify the local supplier on the telephone numbers recorded on your voucher.

For transfers originating in Hotel, the maximum waiting time is 15 minutes after the agreed pick-up time defined on your voucher.