Legal Notice and General Terms for Premium Private Passenger Transfers

1. Introductory Provisions, Provider Identity and Contractual Relationship

These Legal Notice and General Terms and Conditions for Premium Private Passenger Transfer Services represent a legally relevant document governing the relationship between the service provider operating under the brand ALPINE TRANSFERS and the customer, passenger, website user or person placing a booking.

These terms define the method of ordering, booking, payment, confirmation, performance, restrictions, cancellation, liability, data protection, website use and the rights and obligations of the parties in relation to pre-booked premium private passenger transfers.

In this document, the above company is referred to as the “Provider”. The person placing a booking, making payment, using the service or travelling as part of the booking is referred to as the “Customer” and/or “Passenger”, as applicable.

By making a booking, completing payment, using the website or using the service, the Customer confirms that these terms have been read, understood and accepted as part of the contractual relationship.

2. Nature of the Service and Important Service Limitations

ALPINE TRANSFERS provides premium private passenger transfer services on the basis of prior reservation, online prepayment and explicit confirmation by the Provider. The service is a private point-to-point passenger transfer between pre-agreed locations.

The service is intended for customers who require a private, carefully scheduled, comfortable and professionally organised transfer between agreed pickup and drop-off points.

The service is not:

• a public scheduled transport service;
• a regular city taxi service;
• an immediate on-demand street pickup service;
• a shared shuttle with unknown passengers;
• a tourist-guided tour;
• a travel package;
• a travel agency service;
• an emergency, medical or urgent transport service.

The service consists exclusively of private passenger transport from point A to point B, unless otherwise expressly agreed in writing. Tourist guiding, entrance tickets, restaurant reservations, accommodation reservations, travel organisation, additional stops, waiting after completion of the route or itinerary planning are not included unless separately agreed and confirmed.

The Provider reserves the right to verify the operational feasibility of each requested route before confirming a booking, including vehicle availability, driver availability, route length, timing, weather, road conditions, safety, legal restrictions and special customer requirements.

3. Booking, Prepayment and Formation of Contract

All ALPINE TRANSFERS services require 100% advance payment. A transfer will not be performed without prior payment and confirmation by the Provider.

A contractual relationship between the Provider and the Customer is formed only when both of the following conditions are fulfilled:

• the Customer has successfully completed online payment of the full service price;
• the Provider has expressly confirmed the booking.

Until both conditions are fulfilled, the booking does not have binding effect for the Provider. The Provider is not obliged to provide a vehicle, driver or service, and the requested time slot may remain unconfirmed.

A technical payment notification, form submission, automated email or system notification does not necessarily constitute final confirmation of service performance unless it clearly confirms the booking.

The Provider may refuse a booking before or after payment if the service cannot be safely, legally or operationally performed, if the information provided is incomplete or misleading, if the route is unsuitable for the service type, if there is suspected fraud or payment abuse, or if the service would present a risk to the driver, passengers, vehicle or third parties.

If payment has been received and the Provider cannot confirm the booking for reasons not attributable to the Customer, the Provider will refund the amount received or, where appropriate, offer an alternative date, time or solution.

4. Online Payment, Payment Systems and Payment Restrictions

Payment is made exclusively online, generally through Stripe or another supported payment provider. The Provider does not accept cash payments, in-vehicle payments, payment after completion of service, partial payments, informal payments or payments made directly to the driver.

The Customer must complete payment before the service is performed. If payment is not successfully completed, the booking is not valid and the Provider is not obliged to perform the service.

Payment transactions are processed by an external payment provider. The Provider does not store full payment card details, does not have direct access to full card data and does not decide whether a payment is approved or refused by a bank, card issuer or payment system.

The Provider is not responsible for rejected payments, bank fees, card issuer fees, payment processing delays, temporary payment system downtime or charges imposed by third-party financial institutions.

In the event of a payment dispute, chargeback, suspected misuse of payment instruments or fraud, the Provider may suspend, refuse or cancel the booking until the matter is clarified.

5. Reservations, Minimum Booking Notice and Accuracy of Information

Bookings must be made at least 48 hours before the planned start of the service, unless the Provider expressly confirms a shorter notice period in writing.

The 48-hour booking requirement is necessary for operational planning, vehicle preparation, availability checks, scheduling and ensuring a high-quality premium transfer service.

The Customer must provide accurate and complete information, including:

• full name;
• email address;
• telephone number;
• exact pickup location;
• exact destination or drop-off address;
• date and time of transfer;
• number of passengers;
• number and age of children, where applicable;
• luggage quantity and size;
• flight number and arrival/departure information, where applicable;
• special requirements or mobility-related information.

The Customer is responsible for all consequences arising from incorrect, incomplete, late or misleading information. The Provider is not liable for non-performance, delay, missed flights, missed trains, additional costs or other consequences caused by inaccurate or incomplete booking details.

Any change to booking details is valid only after written confirmation by the Provider. The Provider is not obliged to accept changes that affect safety, vehicle capacity, timing, availability, route feasibility or price.

6. Vehicle, Operational Limitation and Passenger Capacity

ALPINE TRANSFERS operates with one premium vehicle: Mercedes-Benz E 220 d AMG Line 4MATIC Estate. The vehicle is intended for smaller groups and premium private transfer use, with an emphasis on comfort, privacy, cleanliness and reliability.

Due to limited operational capacity, availability is not automatically guaranteed. Confirmed bookings have priority and multiple simultaneous bookings cannot be performed.

Recommended capacity

The optimal premium comfort capacity is up to 3 adult passengers with luggage. In certain cases, the vehicle may accommodate 2 adults and 2 children or up to 4 passengers in total, subject to luggage volume and comfort requirements.

The Customer understands that travelling with 4 passengers, especially 4 adults, may reduce space, comfort and luggage capacity. Reduced subjective comfort in such cases does not constitute defective service if the passenger number was declared and accepted before confirmation.

The Provider may refuse the service if more passengers arrive than declared in the booking or if the combination of passengers and luggage exceeds safe or technical vehicle capacity.

7. Children, Child Safety Seats and Customer Responsibility

The Customer must clearly state during booking whether children will travel and must provide their age, height or any information relevant to safe seating.

If a child safety seat, booster seat or other child safety equipment is required, this must be expressly requested at the time of booking and confirmed by the Provider. The Provider is not obliged to provide child safety equipment that has not been requested and confirmed in advance.

The Provider may refuse to perform the transfer if transporting a child without appropriate safety equipment would violate applicable law or, in the driver’s assessment, create a safety risk.

Children must remain seated, use seat belts or appropriate safety equipment and must not disturb or distract the driver during the journey.

8. Luggage, Special Items and Prohibited Items

The Customer must declare the number, approximate size and special characteristics of luggage during booking. Luggage information is essential because vehicle capacity is limited.

As a general orientation, each passenger may bring reasonable personal luggage, usually one item of hand luggage and one larger personal luggage item, subject to total vehicle capacity.

Larger luggage, ski equipment, sports equipment, baby strollers, musical instruments, boxes, oversized bags or other special items must be declared in advance and confirmed by the Provider.

The Provider may refuse luggage if it:

• was not declared in advance;
• exceeds vehicle capacity;
• creates a safety risk;
• may damage or soil the vehicle;
• is not properly packed;
• contains dangerous, illegal or prohibited items.

Prohibited items include:

• dangerous substances;
• explosive, flammable or toxic materials;
• illegal drugs;
• illegal items;
• items with strong odours;
• items likely to damage the vehicle interior;
• animals, unless expressly agreed and confirmed in advance.

The Customer is responsible for personal belongings and luggage. The Provider is not liable for forgotten, lost or damaged personal items, except in cases of proven intentional misconduct or gross negligence by the Provider.

9. Waiting Time, Passenger Delay and No-Show

The basic service includes up to 15 minutes of waiting time from the agreed pickup time. If the Customer or passengers are not present at the agreed pickup location within this time, the service may be considered performed or cancelled late by the Customer.

After the included waiting time has expired, the Provider may leave the pickup location, retain the full payment and refuse later performance of the same transfer without additional payment.

If the Provider exceptionally agrees to wait longer, additional waiting time may be charged at EUR 50 per hour, calculated proportionally where applicable. The Provider is not obliged to provide extended waiting if this would affect other obligations, safety, scheduling or legal driving limitations.

For airport transfers, the Customer must provide the flight number. The Provider may attempt to monitor flight information but does not guarantee the completeness, accuracy or real-time reliability of third-party flight data.

If the Customer fails to appear, is unreachable or does not enable performance of the service, the service is deemed not performed for reasons attributable to the Customer and no refund is due, unless mandatory law provides otherwise.

10. Booking Changes, Customer Cancellation and Provider Cancellation

Booking changes

Any change to a confirmed booking must be communicated in time and is valid only when confirmed by the Provider in writing. Changes may include pickup time, date, pickup location, destination, passenger number, luggage, flight details or special requirements.

The Provider is not obliged to accept changes if they are submitted too late, affect availability, increase service scope, increase travel time, affect safety, require another vehicle, create additional costs or are inconsistent with the nature of the service.

If a change increases the service price, the Customer must pay the difference before the service is performed.

Customer cancellation

The Customer may cancel the booking by written notice sent to the Provider’s booking email. Cancellation is effective when received by the Provider and must contain enough information to identify the booking.

• Cancellation more than 48 hours before the agreed pickup time may be eligible for a refund according to the booking conditions confirmed by the Provider.
• Cancellation less than 48 hours before the agreed pickup time may result in retention of the full payment.
• No-show is non-refundable.
• Cancellation after the service has started is non-refundable.

Refund processing fee

In the event of a payment refund, a fixed refund processing fee of 5% of the original payment amount will be deducted from the refundable amount.

This fee covers payment provider fees, Stripe payment platform fees, transaction costs, and administrative costs related to processing the booking and issuing the refund.

As a result, the refund amount will be reduced by 5% of the original payment amount, unless otherwise required by applicable law.

Provider cancellation

The Provider may cancel, reschedule or modify a confirmed service for objective, safety, technical, health, operational or legal reasons, including vehicle breakdown, traffic accident, sudden driver illness, extreme weather, road closures, force majeure, safety risks or other events outside reasonable control.

If the Provider cannot perform the service for reasons attributable to the Provider and no suitable alternative can be offered, the Customer will receive a refund of the paid service price. The Provider is not liable for indirect costs such as missed flights, accommodation, alternative transport, lost reservations or other consequential losses, unless mandatory law provides otherwise.

11. Passenger Conduct, Refusal and Termination of Service

The Customer and all passengers must act lawfully, safely, respectfully and in accordance with the driver’s instructions. Passengers must respect the vehicle, driver, other passengers, road safety rules and the premium nature of the service.

Passengers are prohibited from:

• entering or using the vehicle under the influence of alcohol, illegal drugs or psychoactive substances where this affects safety, communication or service performance;
• behaving violently, aggressively, offensively, threateningly or inappropriately;
• harassing the driver, passengers or third parties;
• interfering with the driver;
• requesting unsafe driving or violation of traffic rules;
• refusing to wear a seat belt;
• damaging, soiling or misusing the vehicle;
• smoking or using electronic cigarettes in the vehicle;
• consuming food or drinks without the driver’s permission;
• carrying prohibited, dangerous or undeclared items;
• recording or photographing the driver without consent, unless legally permitted.

The driver or Provider may refuse to start the service, refuse entry to a passenger, interrupt the service, stop the vehicle in a safe location, require a passenger to exit or contact competent authorities if necessary for safety or protection of rights.

If the service is refused or interrupted due to the conduct of the Customer or passengers, the service may be considered performed or not performed for reasons attributable to the Customer. In such case, the Customer is not entitled to a refund and remains liable for any damage, cleaning, lost time, lost revenue or related costs.

12. Vehicle Damage, Soiling and Additional Costs

The Customer and passengers must use the vehicle carefully and respectfully. If a passenger causes damage, excessive dirt, unpleasant odour, liquid spill, vomiting, damage to seats, interior, luggage area or any other damage, the Customer must reimburse all related costs.

Costs may include professional cleaning, chemical cleaning, repairs, replacement parts, reduced vehicle value, lost revenue, transport to cleaning or repair facilities, administrative costs and other directly related expenses.

The Provider may claim such costs on the basis of an invoice, estimate, repair quotation, cleaning quotation or other appropriate evidence. If the vehicle cannot be used for a subsequent confirmed service due to the conduct of a passenger, the Customer may also be liable for losses caused by the temporary unavailability of the vehicle, to the extent permitted by applicable law.

13. Traffic, Weather, Force Majeure and Limitation of Liability

Traffic, weather and arrival time

The Provider aims to perform the service punctually, safely and professionally. However, travel time and arrival time may be affected by traffic, accidents, road closures, border procedures, police checks, weather, roadworks, congestion, events, third-party conduct or other circumstances outside the Provider’s control.

The Customer must plan sufficient time reserves, especially for flights, trains, buses, meetings, events, medical appointments and other time-sensitive obligations. The Provider is not liable for missed flights, trains, meetings, events or other obligations where delay results from external circumstances or insufficient time reserve chosen by the Customer.

Force majeure

The Provider is not liable for non-performance, delay, partial performance or change of service caused by force majeure or circumstances that could not reasonably be foreseen, prevented or avoided.

Force majeure includes natural disasters, heavy snowfall, ice, floods, fire, earthquakes, extreme weather, traffic accidents, sudden road closures, strikes, epidemics, government measures, police restrictions, border restrictions, technical failures, sudden driver illness, vehicle breakdown, war, civil unrest, safety events and other circumstances outside reasonable control.

Limitation of liability

To the maximum extent permitted by applicable law, the Provider’s liability is limited to the value of the paid service. The Provider is not liable for indirect damage, loss of profit, lost business opportunities, replacement service costs, lost reservations, missed connections or consequential damage, unless mandatory law provides otherwise.

Nothing in these terms excludes or limits liability where such exclusion or limitation is not permitted by applicable law.

14. Privacy Policy / GDPR Information

The Provider processes personal data in accordance with applicable data protection law, including Regulation (EU) 2016/679, the General Data Protection Regulation, and applicable Slovenian data protection legislation.

Data controller

The data controller is CERAMIC SPOT d.o.o., Brnčičeva ulica 13, 1231 Ljubljana - Črnuče, Slovenia, operating the ALPINE TRANSFERS service.

Types of personal data processed

• name and surname;
• email address;
• telephone number;
• pickup and drop-off location;
• date and time of transfer;
• number of passengers;
• luggage information;
• flight information, where applicable;
• billing data;
• communication between the Customer and the Provider;
• technical website data such as cookies, IP address and browser information, where applicable.

Purposes of processing

• processing inquiries and bookings;
• confirming and performing transfer services;
• communicating with Customers;
• processing online payments;
• issuing invoices and keeping business records;
• ensuring service safety and operational planning;
• handling complaints and legal claims;
• complying with legal obligations;
• maintaining website security and functionality.

Legal bases

Depending on the specific processing activity, personal data may be processed on the basis of contract performance, pre-contractual measures, legal obligation, legitimate interest or consent where consent is required.

Recipients and processors

Personal data may be processed by external service providers where necessary, including booking systems, payment providers, website hosting providers, email providers, accounting providers, IT support providers and other processors required for service performance or legal compliance.

Payment data is processed through external payment providers. The Provider does not store full card details.

Data retention

Personal data is kept only for as long as necessary for the purpose for which it was collected, for the performance of the contractual relationship, for accounting and tax obligations, for legal limitation periods, for complaint handling or where required by law.

Data subject rights

Subject to legal conditions, individuals have the right to request access to their personal data, rectification, erasure, restriction of processing, data portability, objection to processing and withdrawal of consent where processing is based on consent.

Requests concerning personal data may be sent to: booking@alpine-transfers.si.

Supervisory authority

Individuals have the right to lodge a complaint with the competent supervisory authority, in Slovenia the Information Commissioner of the Republic of Slovenia, if they believe that their personal data is processed unlawfully.

15. Cookie Policy and Website Technologies

The ALPINE TRANSFERS website may use cookies, tracking technologies and third-party services for website functionality, booking functionality, payment processing, security, analytics, embedded content and user experience improvement.

Types of cookies

• Strictly necessary cookies: required for basic website functionality, security, booking functionality or technical operation.
• Preference cookies: used to remember user choices, where applicable.
• Analytics cookies: used to understand website usage and improve content, only where implemented and legally permitted.
• Marketing or third-party cookies: used only if such tools are implemented and, where required, after user consent.
• External service cookies: may be set by booking systems, payment providers, embedded tools, maps or similar third-party services.

Cookie consent and third-party services

Strictly necessary cookies may be used without prior consent where they are required for the basic operation, security, booking functionality or technical performance of the website. These cookies do not enable optional analytics or marketing tracking and are used only to provide the service requested by the user.

Non-essential cookies and third-party technologies, including analytics cookies, marketing cookies, advertising pixels, embedded maps, external media, tracking tools and similar technologies, are used only where legally permitted and, where required, after the user has given valid consent.

The user may accept, reject or manage non-essential cookies through the cookie consent banner or cookie settings tool, where available. The user may also disable or delete cookies through browser settings. Restricting cookies may affect certain website functions, booking tools, embedded content or payment-related functionality.

If external services such as TidyCal, Stripe, Google Analytics, Google Tag Manager, Google Maps, Meta Pixel, reCAPTCHA, Complianz or similar tools are used on the website, the cookie banner, cookie categories and cookie table must reflect the actual technologies active on the website.

Analytics, marketing and advertising technologies must not be activated before the user has provided the required consent, unless a specific exemption applies under applicable law.

Managing cookies

Users can manage cookie preferences through the cookie banner or consent tool where available. Users may also restrict or delete cookies through browser settings. Restricting cookies may affect website functionality, booking functionality or payment processes.

16. Complaints, Claims and Customer Communication

Complaints concerning the performed service must be submitted in writing to the Provider’s email address within a reasonable time after the service or after the event to which the complaint relates.

A complaint should include:

• Customer name and contact details;
• date of service;
• route;
• booking reference or payment reference, where available;
• description of the alleged issue;
• supporting evidence, where available;
• clear request by the Customer.

The Provider will review complaints professionally and within a reasonable time. If a complaint is justified, the Provider may offer a partial refund, credit, replacement service or another appropriate solution, in accordance with applicable law.

The Customer is not entitled to compensation where the service was performed in accordance with the confirmed booking and the alleged issue resulted from circumstances outside the Provider’s control or from the Customer’s own acts or omissions.

17. Consumer Rights, Intellectual Property, Changes to Terms and Governing Law

Consumer rights

If the Customer acts as a consumer, the Customer has all mandatory rights granted by applicable Slovenian and European Union consumer protection law. Nothing in these terms excludes or limits rights that cannot legally be excluded or limited.

Certain transport services booked for a specific date, time or period may be subject to special statutory rules regarding withdrawal rights, depending on applicable law.

Intellectual property

All website content, including text, design, structure, service descriptions, graphics, logos, photographs and documents, is protected as intellectual property of the Provider or its contractual partners unless otherwise stated.

Copying, reproduction, redistribution, adaptation, commercial use, competitor use or use of the ALPINE TRANSFERS name or materials without prior written consent is prohibited.

Changes to these terms

The Provider may amend these terms at any time. Changes become effective upon publication on the website unless otherwise stated. For individual confirmed bookings, the terms applicable at the time of confirmation generally apply, unless mandatory law or a written agreement provides otherwise.

Severability

If any provision of these terms is invalid, void or unenforceable, this does not affect the validity of the remaining provisions. The invalid provision will be interpreted or replaced to achieve, as far as legally possible, the original purpose.

Governing law and jurisdiction

These terms and all relationships between the Provider and the Customer are governed by the law of the Republic of Slovenia. The parties will attempt to resolve disputes amicably and in good faith. If no amicable solution is possible, disputes shall be resolved by the competent court in the Republic of Slovenia, unless mandatory law provides otherwise.

ALPINE TRANSFERS — Premium private transfers by advance reservation only. Contact: booking@alpine-transfers.si.