Terms of Service

These Terms & Conditions (“Terms”) govern your use of the mtransfers website and booking tools, and the private transfer and chauffeur services you book through them. Please read them carefully together with our Privacy Policy and Cookie Policy.

By submitting a booking request, confirming a reservation, or otherwise using our services, you agree to these Terms. If you do not agree, do not use the website or place a booking.

1. Who we are

mtransfers (“we”, “us”, “our”) provides private transfer and chauffeur booking services for journeys in Portugal and Spain (and such other areas as we may offer from time to time). Our contact details are:

• Address: Rua Afonso de Albuquerque 82, 4 Direito, Loulé, 8100-534, Portugal
• Email: info@mtransfers.pt
• Website: www.mtransfers.pt

Matyukh Transfers UNIPESSOAL LDA, NIF/VAT: 515 662 160

2. Definitions

• Customer / you — the person or entity placing the booking and accepting these Terms (must be 18+).
• Passenger — any person travelling under the booking (may be the Customer or someone else).
• Services — private airport transfers, point-to-point transfers, hourly chauffeur hire, and related booking support we offer.
• Chauffeur / Partner — the licensed driver or operator assigned to perform the journey (employed by us or an independent partner acting for us).
• Booking — a reservation request submitted via our website/booking tools for a specific service, date, time and route (or hourly period).
• Confirmation — our written acceptance of your Booking (usually by email), including a reservation reference.

3. Scope of the Services

We arrange and provide private, pre-booked ground transport with a professional chauffeur. Typical services include:

• Airport transfers — to/from airports (and similarly ports or stations where offered), with meet & greet where included in your confirmation;
• Point-to-point transfers — door-to-door journeys between addresses you select;
• Hourly chauffeur — vehicle and chauffeur for a booked number of hours, subject to the agreed pickup area and fair-use of the booked time.

Quotes shown on the website are based on the details you enter (locations, date/time, passengers, luggage, vehicle category, extras). Final price and service details are those stated in your confirmation (or any later written amendment we accept).

Vehicle photos and model names on the website are illustrative. We may assign an equivalent or higher-category vehicle. We do not guarantee a specific make, model, colour or registration.

4. How a booking is made

1. You submit a Booking through our booking tool with accurate trip, passenger and contact details.
2. You receive an acknowledgement that we have received your request (this is not yet a confirmed reservation unless we say so).
3. We review availability and send a confirmation by email (typically within a few hours during operating periods). The contract for the Services is formed when we send the confirmation.
4. We may refuse or cancel a Booking (with a refund of amounts paid to us, if any) if details are inaccurate, payment fails, capacity cannot be met, or we reasonably suspect fraud or misuse.

By booking, you confirm that you are at least 18 years old, authorised to book for all Passengers named, and financially responsible for the Booking. Minors may travel only when accompanied by a responsible adult named on the Booking, unless we agree otherwise in writing.

You must check your confirmation immediately and tell us of any error without delay. Changes requested because of your error may be treated as amendments under Section 9.

5. Your responsibilities

You agree to:

• Provide accurate pickup/drop-off addresses, date and time, passenger counts, luggage, flight number (for airport arrivals), phone number reachable on the day of travel, and any special requirements;
• Ensure Passengers are ready at the agreed pickup point at the agreed time (as adjusted for tracked flights where applicable);
• Behave respectfully toward the chauffeur and other road users; follow reasonable safety instructions (seatbelts, child restraints, no distracting the driver);
• Not transport illegal items, hazardous materials, or more passengers/luggage than the booked vehicle allows;
• Pay all amounts due under the selected payment method;
• Inform all Passengers of these Terms and our Privacy Policy where you book on their behalf.

If Passengers cause damage, soiling requiring professional cleaning, or significant delay, we may charge reasonable repair/cleaning/waiting costs. You remain liable for those charges.

6. Prices and what’s included

Prices are generally quoted in euros (€) as fixed fares for the route and vehicle category shown at booking (or as hourly rates for chauffeur hire), unless we state otherwise. Where a fixed fare applies, typical inclusions are:

• Professional chauffeur and private vehicle for your party only (not shared);
• Tolls and standard route costs included in the quoted fare, unless the confirmation states otherwise;
• Luggage within the capacity of the selected vehicle;
• For airport arrivals with a valid flight number: flight monitoring and complimentary waiting as set out in Section 8.

Prices may exclude items such as: extra stops not booked; excessive waiting beyond complimentary periods; additional destinations; overtime beyond booked hourly hours; cleaning/damage fees; or government fees introduced after confirmation. We may correct obvious pricing errors; if the corrected price is higher, you may cancel for a full refund of amounts paid to us for that Booking.

7. Payment

Available payment methods are shown at checkout and may include:

• Cash — pay the chauffeur in the local currency (usually EUR) at the end of the journey (or as stated in your confirmation). Please have the correct amount where possible.
• Bank transfer — pay in advance using the IBAN and instructions provided after booking / in your confirmation. Your Booking may remain pending until funds clear. Include your reservation reference in the transfer description.
• Card — where offered, payment is processed by our payment provider; we do not store full card numbers on our systems.

If payment is not received when due, we may cancel the Booking. For cash bookings, failure to pay on completion may result in collection action for the full fare plus reasonable recovery costs.

Invoices or receipts will be issued as required by Portuguese (or applicable Spanish) tax rules, using the billing details you provide.

8. Pickup, waiting time and flight tracking

Airport arrivals. Where you provide a valid flight number in time, we (or the assigned chauffeur) will monitor the flight and adjust pickup for delays. Complimentary waiting is typically 60 minutes after the actual landing time (or as stated in your confirmation), to allow for disembarkation, baggage reclaim and meeting the chauffeur. Meet & greet in arrivals (name sign) is included where advertised for your service.

If the flight is delayed beyond a reasonable operational window, or the flight number was missing/incorrect, the original booked time may apply and standard waiting/no-show rules may apply. Contact us as soon as you know of a major disruption.

Other pickups (hotels, addresses, non-tracked journeys). Complimentary waiting is typically 15 minutes from the confirmed pickup time, unless your confirmation states otherwise.

No-show. If Passengers cannot be located after the complimentary waiting period and reasonable contact attempts, the chauffeur may leave. The Booking is then treated as a no-show and the full fare remains payable (no refund), unless the failure was our fault.

Estimated journey durations shown in quotes are planning estimates only. Traffic, weather, roadworks and events can affect actual times. We are not liable for missed flights, trains or appointments arising from circumstances beyond our reasonable control, though we will use reasonable efforts to complete the journey safely and efficiently.

9. Changes and cancellations by you

Unless your confirmation states a different policy:

• Free cancellation — cancel at least 24 hours before the scheduled pickup time for a full refund of amounts already paid to us for that Booking (or release from a cash booking with no charge).
• Late cancellation / no-show — cancellations within 24 hours of pickup, or failure to travel, are generally non-refundable and the full fare remains due.
• Amendments — changes to time, address, passengers, vehicle or extras requested at least 24 hours before pickup will be accommodated where operationally possible; a price adjustment may apply. Later changes are not guaranteed and may be refused or charged as a new Booking.

Cancel or amend by emailing info@mtransfers.pt with your reservation reference (or via any self-service link we provide). Changes/cancellations are effective when we confirm them in writing. Phone-only notices are not sufficient unless we acknowledge them in writing.

Consumer note: For date-specific transport services, statutory cooling-off / withdrawal rights for distance contracts may not apply in the usual way. Your contractual cancellation rights above still apply. Mandatory consumer protections that cannot be waived under Portuguese or EU law remain unaffected.

10. Changes and cancellations by us

We may need to change vehicle assignment, chauffeur, or minor logistics details. If we must make a significant change or cancel (for example no suitable vehicle/chauffeur available, safety, force majeure), we will notify you as soon as reasonably possible and offer either:

• An alternative of equal or higher standard where available; or
• A full refund of amounts paid to us for the affected Booking.

That refund (or accepted alternative) is your sole remedy for our cancellation before pickup, except where mandatory law provides otherwise.

11. Child seats, accessibility, pets and luggage

Child seats. Request child seats (infant, harness, booster, etc.) during booking. We will endeavour to provide the types and quantities requested, but exact fit cannot be guaranteed and availability may be affected by last-minute vehicle substitution. Installation and securing of children remain the accompanying adult’s responsibility in accordance with local law. Travel without a required restraint may be refused without refund if seats were not requested in time.

Reduced mobility / special equipment. Tell us at booking (or contact us before booking) if you need wheelchair-accessible vehicles or other special arrangements. Standard vehicles may not be suitable.

Pets. Pets are allowed only if agreed in advance and properly secured (carrier/harness as we specify). Additional cleaning fees may apply.

Luggage. Stay within the luggage capacity of the selected vehicle. Oversized items (golf clubs, surfboards, multiple large cases) must be declared at booking. Undeclared excess luggage may mean the chauffeur cannot carry all items, without obligation to refund.

12. Conduct and prohibited use

You must not use the website or Services for unlawful purposes, submit false bookings, abuse staff or chauffeurs, attempt to scrape or disrupt our systems, or infringe our intellectual property. We may refuse service or cancel Bookings without refund where Passengers are intoxicated to an unsafe degree, abusive, or refuse to follow safety rules.

13. Website use and intellectual property

The website, branding, content and booking tools are owned by us or our licensors. You may use them only to browse and book Services. You may not copy, scrape, reverse engineer or commercially exploit our content without written permission.

Website availability is not guaranteed uninterrupted. Quotes depend on third-party map/routing data and may be approximate until confirmation.

14. Partners and subcontracting

We may perform journeys with our own chauffeurs or with carefully selected licensed partners. Where a partner performs the transport, we remain your contracting party for the Booking unless we clearly state otherwise in writing. Operational details (vehicle, driver name/phone) may be shared with you before pickup so the journey can be completed.

15. Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited under applicable law.

Subject to that:

• We are not liable for indirect or consequential losses (including missed connections, lost holidays, loss of profit or opportunity), except where mandatory law says otherwise;
• Our total liability arising out of a Booking is limited to the total price paid (or payable) for that Booking;
• You should keep valuables with you; we are not responsible for items left in vehicles after the journey ends, though we will try to help recover lost property where reported promptly;
• We are not responsible for airline, rail or other carrier delays, except that we will apply flight-tracking/waiting rules in Section 8 where engaged.

16. Force majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, natural disasters, strikes, terrorism, epidemics, major road closures, or infrastructure failure. We will take reasonable steps to notify you and minimise impact (alternative time, refund, or alternative arrangements where feasible).

17. Personal data

We process personal data as described in our Privacy Policy and Cookie Policy. Booking data (including passenger contact and flight details) is shared with assigned chauffeurs/partners as needed to perform the journey.

18. Complaints

If something goes wrong during a journey, contact the chauffeur if safe to do so and email us at info@mtransfers.pt as soon as possible (ideally within 48 hours), with your reservation reference and details. We will investigate and respond within a reasonable time.

EU consumers may also use the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/. We are not obliged to use a specific ADR entity unless required by law.

19. Changes to these Terms

We may update these Terms from time to time. The version published on this page on the date you submit your Booking applies to that Booking. Material changes will be reflected by updating the “Last updated” date below.

20. Governing law and jurisdiction

These Terms are governed by the laws of Portugal. Courts of Portugal have jurisdiction, without prejudice to mandatory consumer rights that allow you to bring proceedings in the courts of your EU Member State of residence.

21. Contact

Questions about these Terms or a Booking: info@mtransfers.pt · Contact page.

Last updated on: 17 August, 2026