Version dated 19 October 2026 · MC-CLIENTI-20261019-2
Requesting availability is free and does not confirm a booking. Before paying, you receive a quotation, the service details and the applicable terms.
These terms cover new standard transfers, private day trips and hourly chauffeur services by car or minivan when they are referenced in the offer and accepted by the customer before confirmation. For buses, minibuses, multi-day services or other services with particular requirements, any specific conditions are provided before acceptance. Existing confirmed bookings retain their agreed terms.
| Notice before the service starts | Maximum charge on the price of the cancelled service |
|---|---|
| At least 72 hours | 0% — full refund |
| From 24 hours inclusive to less than 72 hours | 25% |
| From 12 hours inclusive to less than 24 hours | 75% |
| Less than 12 hours | 100% |
Exactly 72 hours: no charge. Exactly 24 hours: maximum 25%. Exactly 12 hours: maximum 75%. The reductions and exceptions below continue to apply.
1. Request and booking confirmation
After receiving your request, we check availability and prepare an offer stating the itinerary, date, time, vehicle category, price, included services, any extras and payment instructions. The offer identifies the service provider and any specific conditions.
Your booking is confirmed once valid payment of the required amount has been verified, including an advance payment when allowed. You then receive confirmation and a summary. Submitting the enquiry form or asking for information alone does not create a confirmed booking or a cancellation charge.
2. Payment and remaining balance
For bookings made more than 72 hours before the service, you may pay 30% in advance or pay the full price early with a 3% discount, as stated in the offer. At exactly 72 hours or less before the service, full payment is required. The early full-payment discount does not automatically extend to these later bookings.
The remaining balance is due 72 hours before the service starts. Amounts, deadlines and payment instructions appear in the offer and confirmation. If you book shortly before this threshold, the approaching balance deadline is shown before acceptance.
If the balance has not been paid, we contact you to check for problems and arrange payment. Any termination of the booking and calculation of amounts due are handled under the agreed conditions and applicable law. An unpaid balance does not authorise additional automatic card charges.
3. Offer expiry and a second payment attempt
The initial offer is valid for 30 minutes from issue at the time it is sent. Its deadline states the date, time and time zone; opening a message or payment link does not restart this period.
After the first expiry, you may request one further availability check. Renewal requires MyChauffeur’s approval. If approved, you receive a second offer with updated conditions and new payment instructions valid for 15 minutes. The initial offer’s payment references are no longer valid. Payment options are recalculated against the actual time remaining before the service.
If the second deadline also expires without valid payment, the offer and availability on the proposed terms cease to be valid. You must submit a new request, subject to a fresh availability and price check. A payment already made or still being processed is checked before the request is closed.
Expiry of an offer that was never paid does not create a cancellation charge. These time limits concern the initial booking payment, not the remaining balance of an already confirmed booking.
4. How to cancel
Email
Notice is measured from receipt of the cancellation to the confirmed start of the service. Times use the Europe/Rome time zone, including daylight saving changes. If you book within the final 72 hours, the corresponding cancellation band already applies; there is no new 72-hour free-cancellation period starting at purchase.
5. Calculation and advance payments
The percentages in the table are maximum charges applied to the final agreed price of the cancelled service, including discounts and applicable taxes, rather than just the amount paid in advance. Costs avoided and actual recovered revenue are considered without double counting. Mandatory customer rights remain unaffected and unlawful or disproportionate amounts are not payable.
The 30% advance payment is part of the price, not an automatically non-refundable cancellation deposit. Amounts already paid count towards any cancellation charge and are not added to it. If you paid more than the amount due, the difference is refunded. If you paid less, any remaining amount is explained in a separate payment request. These terms do not authorise additional automatic card charges.
6. Return journeys and changes
For outbound and return journeys or other separate services, the quotation states the respective prices. Notice and any charge are calculated separately for each cancelled service. Cancelling the outbound journey does not automatically cancel the return journey.
Changes to dates, times, routes, stops, vehicles or passenger numbers require a feasibility check. Any price or condition changes are stated before acceptance. Requesting a change does not itself cancel the original service. Removing a stop from a day trip is an itinerary change, not automatically cancellation of a separate journey leg.
7. Pickup waiting time, delays and no-shows
| Pickup location | Included minutes and starting time |
|---|---|
| Airport | 60 minutes from the actual flight arrival or an agreed later pickup time. |
| Train station | 30 minutes from the actual train arrival or an agreed later pickup time. |
| Port | 30 minutes from the agreed meeting time for disembarkation, not when the ship docks. |
| Hotel, home, office and other addresses | 20 minutes from the booked pickup time. |
Included initial waiting time depends on the pickup location, not the destination. For example, a hotel-to-airport transfer includes 20 minutes at the hotel pickup. The offer and confirmation state the meeting point, reference time and waiting allowance for each journey leg, including the return journey.
For airport and train station pickups, provide the correct flight or train number, date and origin. We adjust the pickup to the actual arrival: a delay before arrival does not use up the included waiting time. If a later pickup is agreed, waiting starts at that time, adjusted for any delay. For an early arrival, the agreed pickup time remains in place unless otherwise arranged. Without correct arrival details, waiting starts at the booked pickup time; contact us as soon as you know of a change. Exceptional delays require a check that the service can be rescheduled; if we cannot provide it, section 8 applies.
Additional waiting is subject to chauffeur availability. The vehicle-specific rate, taxes, charging method and any specific costs are stated in the quotation before payment. We try to contact you before included waiting ends; any extension and its cost must be agreed. Undisclosed or unaccepted rates do not apply. Waiting cannot start before the chauffeur is actually available at the correct meeting point: a chauffeur delay does not reduce your included allowance.
For private day trips, stops included in the agreed itinerary are covered by the price. For hourly services, waiting during the booked hours is already included and is not charged a second time. For services with an agreed duration and end time, a customer delay at pickup does not automatically move the end time. An extension beyond the booked duration requires availability and an agreed cost. The initial waiting allowance does not automatically restart at each stop.
A no-show may result in a charge of up to 100% only after the agreed waiting time, with the service actually present at the correct location and reasonable, documented attempts to contact you. A known flight or train delay is not automatically treated as a no-show. The reductions and exceptions in these terms still apply.
8. Force majeure and services not provided
Where an event beyond the responsible party’s control makes the service impossible and the legal requirements are met, no cancellation charge applies to the unperformed service and the corresponding payments are returned. Please notify us as soon as reasonably possible and provide reasonably necessary evidence. Circumstances are assessed individually, distinguishing any separate part of the service already performed.
Sudden illness, personal circumstances or cancelled flights or trains require individual assessment: not every unexpected event automatically constitutes force majeure. Mandatory customer rights remain unaffected. An alternative or credit may be agreed but cannot be imposed in place of a refund that is due.
If MyChauffeur cannot provide the confirmed service, it informs you promptly and may propose an alternative. If no alternative is accepted, payments for the unperformed service are returned without excluding any further rights available under applicable law.
9. Refunds and the applicable version
We explain the relevant price, notice band, reductions, payments received and any amount to be refunded or paid. Amounts acknowledged as refundable are returned without unjustified delay and no later than 14 calendar days after receipt of your cancellation or notification of cancellation by MyChauffeur, subject to any more favourable legal deadline. A dispute over other amounts does not delay refunding the acknowledged amount.
Refunds are made using the original payment method unless another method is agreed without additional cost. Banking processing times depend on the payment network. This 14-day refund commitment does not create a general right to cancel free of charge within 14 days of purchase.
Before confirmation, the offer references the applicable version of the terms, which is available for you to retain. Later changes do not retrospectively alter existing confirmed bookings. No provision restricts mandatory customer rights.
Operator and contact details
Ncc di Cristian Cagnoni · Via Cascia 8, 06049 Spoleto (PG), Italia · P. IVA IT03593530540
