Terms and conditions

1. General Terms

1.1. The following terms and conditions apply to passengers booking with LoyalTransfers.com.

1.2. By completing a booking, you confirm that you have read and accepted these Terms and Conditions.

1.3. These pages, the content and infrastructure of these pages, and the online transfer reservation service provided on these pages and through the website are owned, operated and provided by LoyalTransfers.com.

1.4. Loyal Transfers SARL organises and provides transport services either directly or through authorised drivers operating under its responsibility. When you book directly with us, your transfer contract is with Loyal Transfers SARL. For bookings made through third-party partners, the contractual relationship and applicable booking conditions depend on the arrangements disclosed at the time of booking.

2.Booking

2.1. Where two or more people are included on the same booking, or a booking is being made on behalf of a third party, the person purchasing the booking (the Client) shall be deemed to be acting as an agent for all members of the party travelling (the Passenger/s), and accepts the LoyalTransfers.com Terms and Conditions on behalf of each member of the party.

2.3. LoyalTransfers.com will endeavor to honor requests made in the Special Requests box, but is not obliged to do so.

2.4. It is the responsibility of the Client to provide a full and valid drop-off/ pick-up address within the destination/ departure town selected for the transfer route at the time booking. If the address provided is incomplete or does not correspond with the selected transfer route, Passengers will be dropped off or collected at the central Tourist Office of the selected destination/ departure town.

2.5. It is the responsibility of the Client to provide a full and valid mobile phone number for the Passenger(s), including the International Dialing Code. It is the responsibility of the Passenger to check for messages left on this contact number during the final 24 hours prior to their return journey. Pick-up times can vary due to weather or high levels of traffic, etc.. If it is not possible to supply a mobile contact number, it is the responsibility of the Client to provide a valid contact number. Any notification of changes to pick-up times will be notified by SMS text or by calling the contact number provided. If neither mobile contact number nor resort contact can be supplied, it is the responsibility of the Passenger(s) to contact their Transfer Service Provider on the number provided on their Transport Voucher to confirm their pick-up time. Failure to check for messages or to contact your Transfer Service Provider if no contact has been supplied may cause you to miss your resort pick-up, in which case no refund is available. If you have supplied full and valid contact number and have received no message, your pick-up will be as confirmed on your Transport Voucher.

2.6. You can change your reservation details using your account on LoyalTransfers.com or by phone not less than 3 days prior to the date of outbound travel. All changes are subject to availability and may be subject to an administration charge. LoyalTransfers.com will endeavor to honor requests for modifications, but is not obliged to do so.

2.7. It is the responsibility of the Client to choose pickup time accordingly to flight/train time. It is not service provider liability to validate if client has chosen correct pickup time. If pickup time needs to be changed after booking has been confirmed, client needs to contact service provider by email at info@loyaltransfers.com. Additional charges might apply if pickup time can be changed. If pickup time can not be changed, client can request refund accordingly to service provider cancellation policy (section 5.2) .

3. Prices and Payments

3.1. Payment and booking confirmation. Where available, you may pay either a 20% advance payment (acompte) or the full transfer price at the time of booking. The advance payment is part of the agreed transfer price and represents a binding commitment to the booking, subject to the cancellation and refund terms in Section 5.2. If you pay an advance payment, the remaining balance is payable using the method and within the timeframe confirmed at booking, unless the journey is cancelled under these Terms and Conditions.

We will issue a Booking Receipt within 48 hours. If we can provide the requested service, we will send you a confirmation email (Transport Voucher). If we cannot accept your booking, we will send a cancellation email and refund all payments received in the original payment currency. A Booking Receipt alone does not confirm your transfer.

3.2. The confirmation email (Transport Voucher) is the ticket. This must be presented to the Transfer Service Provider or his representative for both the outward and return trip.

4. Transfer

4.1. Passengers are limited to one item of luggage, such as a suitcase or similar item, per person. Customers travelling to ski resorts may also travel with one ski or snowboard bag per person. Any excess baggage must be declared at the time of booking. LoyalTransfers.com reserve the right to charge a supplement for excess baggage, or to refuse to transport excess items.

4.2. The make, model and type of vehicle used for LoyalTransfers.com transfers may vary from those pictured on the LoyalTransfers.com website.

4.3. Luggage and personal belongings

Our vehicles are insured as required by applicable law. We take reasonable care when handling and transporting your luggage and personal belongings.

We recommend keeping valuables, travel documents, medication and fragile items with you during the journey.

If your luggage is lost or damaged during your transfer, please contact us as soon as possible so we can investigate. Our liability for loss or damage will be determined in accordance with applicable law.

4.4. Passengers are not permitted to carry alcoholic beverages onto LoyalTransfers.com vehicles for the purposes of consuming them therein.

4.5. LoyalTransfers.com reserves the right (and delegates to Transfer Service Provider′s drivers the right) to refuse to carry any person who is thought to be under the influence of alcohol or drugs and/ or whose behavior is consider to pose a threat to the driver, the vehicle and/ or other passengers or road users.

4.6. Smoking is not permitted in vehicles.

4.7. Flight delays, waiting time and rescheduling

We understand that delays happen and always do our best to find a solution without additional charges.

• Airport pickups: 60 minutes of free waiting time from the confirmed pickup time.
• Hotel and train station pickups: 15 minutes of free waiting time from the confirmed pickup time.

Additional waiting time may be arranged at €25 per 30 minutes, per vehicle, subject to availability.

If your flight is delayed, we will do our best to adjust your pickup time. However, your driver may have another scheduled transfer, so we may need to arrange another driver or use one of our trusted transport partners, which can involve additional costs.

For flight delays of more than 3 hours from the originally scheduled arrival time, the following rescheduling fees may apply if a new transfer arrangement is required:

• €50 per vehicle: one-way transfer price up to €250 per vehicle.
• €100 per vehicle: one-way transfer price above €250 and below €410 per vehicle.
• €150 per vehicle: one-way transfer price of €410 or more per vehicle.

Rescheduling fees apply only to vehicles that need to be rescheduled. Any additional charges will be agreed with you in advance. Waiting and rescheduling fees will not be charged for the same period.

Additional waiting and rescheduling are subject to availability and cannot be guaranteed. The 3-hour threshold does not guarantee that your original driver can wait for 3 hours.

If a confirmed flight delay prevents you from using your original transfer and, despite our best efforts, we cannot arrange an alternative pickup, we will refund 50% of the amount already paid for the affected one-way journey and cancel any outstanding balance for that journey. This applies where we were ready and able to provide the originally agreed transfer.

Please contact us as soon as you become aware of a delay so we can explore the available options.

4.8. No-shows

If you do not arrive at the confirmed pickup location within the included waiting time and we cannot reach you despite reasonable attempts, your booking may be treated as a no-show without a refund, provided we were ready and able to provide the agreed transfer.

Confirmed flight delays are handled under Section 4.7.

If we cannot provide the originally agreed transfer for reasons attributable to us, we will refund the full amount paid for the affected journey, without affecting your statutory consumer rights.

5. Cancellations

5.1. Cancellation requests

To cancel, email info@loyaltransfers.com, preferably by replying to your booking confirmation. The date and time we receive your request determine the applicable cancellation period. Emails received after 18:00 French local time may be processed on the following day.

5.2. Cancellation charges and refunds

Cancellation charges are calculated on the full price of the affected one-way journey, according to the number of calendar days before its scheduled pickup date:

• 7 or more days before pickup: 0% cancellation charge (100% refund of the amount paid).
• 2–6 days before pickup: 50% cancellation charge (50% refund if paid in full).
• 1 day before pickup: 75% cancellation charge (25% refund if paid in full).
• On the pickup day: 100% cancellation charge (no refund).

If you have paid only an advance payment (acompte) or another partial amount, we deduct the applicable cancellation charge from the amount already paid for the affected journey. If the amount paid is less than or equal to the cancellation charge, we retain the amount paid and no refund is made. We do not collect any additional cancellation payment for that journey, and any outstanding balance for that cancelled journey is waived. If the amount paid exceeds the cancellation charge, we refund the difference. Where cancellation is free, all amounts paid for the cancelled journey are refunded.

For return bookings, cancellation periods and charges are calculated separately for each one-way journey, based on its own scheduled pickup date and allocated price. Payments and balances for any journey that is not cancelled remain unaffected.

Requests to change the date, time or other details of a confirmed booking are subject to availability. If a requested change cannot be accommodated and you choose to cancel, the cancellation charges above may apply.

In accordance with Article L221-2, 9° of the French Consumer Code, the statutory 14-day right of withdrawal for distance contracts does not apply to passenger transport services. This does not affect the cancellation terms expressly offered above or your other statutory rights.

6. Liability of Transfer Service Provider

6.1. Delays and circumstances beyond our control

We take reasonable care to provide your transfer as agreed, allowing for traffic and weather conditions that can reasonably be anticipated.

Journey times are estimates and may be affected by traffic, weather, road closures or other unforeseen circumstances. If significant delays occur, we will keep you informed and do our best to find a suitable solution.

We are not liable for delays or failure to perform our obligations where these result from events qualifying as force majeure under French law. If we are unable to provide your transfer, our refund policy under Section 6.4 applies. This does not affect your statutory rights or our obligations under Section 6.3.

6.2. Replacement vehicles

If an unforeseen issue prevents us from providing the booked vehicle, we will do our best to arrange a suitable replacement vehicle at no additional cost. If the available replacement is of a lower category than booked, we will offer an appropriate price adjustment. If we cannot provide the transfer, Section 6.4 applies.

6.3. Delays and missed flights or trains

We take reasonable care to plan and operate your transfer in accordance with the confirmed pickup details, allowing for traffic and road conditions that can reasonably be anticipated. Please choose a pickup time that allows sufficient time for your flight or train departure, including check-in and security, unless we have expressly agreed the pickup time with you.

If a transfer delay for which we are responsible causes you to miss your flight or train, we will refund 100% of the amount paid for the affected one-way transfer and cancel any outstanding balance for that journey.

If you incur additional travel expenses directly as a result of that delay, and these costs are not covered by your travel insurance or another source, we will also compensate reasonable, documented, unreimbursed expenses up to 100% of the original price of the affected one-way transfer. We may request receipts and, if you have travel insurance, evidence of the insurer's decision. This additional compensation is separate from the transfer refund.

This policy does not limit any additional compensation or other remedies to which you may be entitled under applicable French law. Delays resulting from events that qualify as force majeure will be assessed in accordance with French law.

6.4. Cancellation or non-provision of a transfer

In rare circumstances, we may be unable to provide your confirmed transfer due to unexpected operational issues or events beyond our control.

We will always do our best to arrange a suitable replacement vehicle at no additional cost. If we cannot provide the agreed service or a suitable alternative, we will refund 100% of the amount paid for the affected one-way journey and cancel any outstanding balance.

This refund applies regardless of the reason we are unable to provide the service and does not affect your statutory rights.

If the original transfer was available but could not be used due to your flight delay, the conditions in Section 4.7 apply instead.

7.Privacy

7.1. We process your personal data in accordance with applicable data protection laws. For information about how we collect, use, store and share your information, please see our Privacy Policy.

8. Miscellaneous

8.1. Nothing can affect the consumer′s statutory rights.
8.2. These terms are governed by French law. Consumers retain the right to bring proceedings before the competent courts in accordance with applicable consumer protection rules.

9. Legal Information

Loyal Transfers SARL
Legal form: SARL
Share capital: €18,000
Registered office: C/O THE 7TH ELEMENT, 7 RUE DE NARVIK, 74000 ANNECY, FRANCE
SIREN: 902798545
RCS: 902 798 545 R.C.S. Annecy
VAT number: FR59902798545
Legal representative: Edgars Skuja

10. Consumer Mediation

If you have a complaint, please contact us first at info@loyaltransfers.com so we can try to resolve the matter directly.

If your complaint remains unresolved, you have the right to refer the dispute free of charge to our appointed consumer mediator, in accordance with Articles L612-1 and following of the French Consumer Code.

CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice

49 Rue de Ponthieu, 75008 Paris, France

Phone: +33 1 89 47 00 14

Email: declarer-un-litige@cm2c.net

Website: https://www.cm2c.net/

Submit a complaint: https://www.cm2c.net/declarer-un-litige.php

You may refer your dispute to the mediator within one year of your initial written complaint to Loyal Transfers SARL, subject to the mediator's eligibility requirements.

This does not affect your right to bring proceedings before the competent courts.

11. Bookings through third-party partners

These Terms and Conditions apply to transfers operated by Loyal Transfers where they form part of your booking agreement.

If you book through a travel agent, tour operator or booking platform, different booking-specific conditions may apply, including payment, cancellation, changes, waiting time and refunds.

Where these conditions have been provided and agreed as part of your booking, they take precedence over any conflicting provisions of our standard Terms and Conditions.

Our safety and passenger conduct rules continue to apply during your journey. For booking changes or refunds, please contact the company through which you booked, unless your booking confirmation states otherwise.

Nothing in these conditions affects your statutory consumer rights.