The customer may cancel a booking at any time, but unless otherwise specified in writing, the following cancellation penalties will apply:
In case of cancellation made before 48 hours are subject to a 10% penalty of the total amount.
Bookings canceled from 48 hours to at least 24 hours before the pick-up time will bear a 25% penalty.
Bookings canceled 24 hours before the pick-up time or no-shows will bear a 100% penalty.
The penalty amount will be equal to the corresponding percentage of the price for the Booking. In cases where the customer has prepaid for some or all of the Services provided, Service Provider will retain the penalty amount and reimburse the rest to the customer.
WAITING TIME ON PICK-UP
Free waiting timeFor all pick-up locations except the airport: 15 minutes from the agreed pick-up time. For airport pickup (only if flight number is given): 60 minutes, starting from the actual landing. If no flight number was specified when booking, the regular waiting time of 15 minutes applies, regardless of the actual arrival time.
EXTENSION OF WAITING TIME FOR ALL PICK-UP LOCATIONS:Destination Booking: The passenger can ask the driver for additional waiting time. Extending the waiting time cannot be guaranteed. The driver will decide whether this is possible or not, depending, for example, on his future journeys on his schedule. The following costs are incurred: starting from 50 EUR per hour, split by 15 minutes of waiting. These charges are incurred in the currency in which they were booked and have to be paid directly to the driver with a credit card or in cash.
MEETING POINT WITH THE DRIVER FOR AIRPORT PICK-UP
(only if flight number is specified) Outside the baggage claim area at the gate assigned to the specified flight number, unless our company communicates otherwise. The driver will be holding a pickup sign with the name of the passenger. If the driver cannot be found, please contact the driver or our assistance number at +39 335 8210912.
Destination Booking: Stop-offs are possible if the request is indicated in the "ADD STOPS" field under SERVICE DETAILS and confirmed in writing by the travel service provider. A spontaneous stop-off on-site will be possible only with the driver's agreement. For stop-offs, additional kilometer charges and additional waiting times may apply, see Additional kilometers and Waiting Time at the Pickup sections. Additional Kilometres/ mileage for destination bookings Should the number of kilometers actually driven be higher than the number of kilometers booked, due to additional stops or other inquiries from the passenger, the following charges per km will be charged depending on the country and the car booking class: Sedan: starting from 1,20 Euro/km Minivan: starting from 1,40 Euro/km Van: starting from 1,80 Euro/km
NONCONCLUSION OF THE RIDE
Passenger does not turn up If the passenger does not arrive at the agreed pick-up location without canceling the booking within the free waiting period after the agreed pick-up time and if they cannot be reached via the telephone number stated in the booking, this will be regarded as non-appearance. In this case, the journey will be invoiced at 100%. The driver does not turn up If the driver does not arrive, the passenger must contact the driver directly. The passenger will always receive the telephone number at least one hour before departure. If the driver is not available, please contact the assistance at +39 335 8210912 and we will find an alternative solution for the transfer. Passenger prevents transport If the passenger decides to refrain from a journey because the driver refuses special services (e.g. aggressive passengers, drunk passengers, transport of children without indication in the reservation or children without an adult, animals, bulky luggage), which the transport service provider previously did not agree to, the total amount of the fees agreed for the journey remains payable, less any expenses saved. Refusal of the ride by the driver The driver may refuse to carry out the journey if the passenger does not comply with the rules in the vehicle or if he or she suspects that the person booking or the passenger is part of an illegal organization or uses the services in an illegal manner or for illegal purposes. Vehicle & Booking classes The vehicle pictures shown on the platform serve exclusively to illustrate the different vehicle classes that belong to the individual car categories. Please take into consideration that any of these vehicles could be assigned to your reservation when choosing the desired category. The availability of some vehicle classes may also vary depending on the booking location.
RULES IN THE VEHICLE
The following rules apply to every trip: No smoking in the vehicle Seat belts must be worn The vehicle must be treated with care In the event of non-compliance with these rules and inappropriate behavior such as vandalism and activities that make the driver feel unsafe or uncomfortable, the total amount of the agreed fees remain payable, less any expenses that may have been saved. Additionally, the service provider may claim compensation from the user or passenger for the necessary repair of damage to the vehicle or cleaning the dirt in the vehicle caused by the passenger that exceeds the usual level. Transport of Minors Baby-/childseats This information must be entered in the "Special requirements" field under PASSENGER DETAILS when booking. If you would like a child seat, the age, height, and weight of the child are required. If this information is not included in the booking, the trip may not be carried out due to safety regulations depending on the legislation of the country in which the trip takes place. The trip will be fully charged. Transport of unaccompanied Minors Travel arrangements for unaccompanied minors are subject to approval by the transportation service provider performing the services. Milanobycar ride cannot guarantee that all our service providers allow unaccompanied minors. If you wish to book a ride for an unaccompanied minor, please add a comment under NOTES TO DRIVER on the OPTIONS section of the PASSENGER DETAILS page. Milanobycar ride will provide the customer with the details of the service provider assigned to the booking, in order for the customer to make such travel arrangements directly with the service provider. Alternatively, please contact Milanobycar. Requests that go beyondMilanobycart ride’s included standard services require an availability check which is only performed if you contact the service provider directly or the Milanobycar ride’s assistance at the time of the booking request. Our standard cancellation policy applies in the event that no availability check was performed and, consequently, our service provider was unable to carry out the ride.
LUGGAGEThe luggage allowance per booking class is mentioned on the BOOKING page. If you’re traveling with luggage in excess of the allowance, please add a comment under NOTES TO DRIVER on the OPTIONS section of the PASSENGER DETAILS page. MILANOBYCAR does not guarantee that our service providers will accept more luggage than the advertised luggage allowance. MILANOBYCAR will provide the customer with the details of the service provider assigned to the booking in order for the customer to make such travel arrangements directly with the service provider. Alternatively, please contact Milanobycar. Travel arrangements for unaccompanied luggage are subject to approval by the transportation service provider performing the services. MILANOBYCAR cannot guarantee that all our service providers allow unaccompanied luggage. If you wish to book a ride for unaccompanied luggage, please add a comment under NOTES TO DRIVER on the OPTIONS section of the PASSENGER DETAILS page. MILANOBYCAR will provide the customer with the details of the service provider assigned to the booking, in order for the customer to make such travel arrangements directly with the service provider. Alternatively, please contact MILANOBYCAR for assistance. Requests that go beyond MILANOBYCAR including standard services require an availability check which is only performed if you contact the service provider directly or the MILANOBYCAR assistance at the time of the booking request. Our standard cancellation policy applies in the event that no availability check was performed and, consequently, our service provider was unable to carry out the ride.
NOT MANDATORY FREE-OF-CHARGE SERVICESWe may offer various free-of-charge services, including Wi-Fi, phone charge cable, candies, snacks, mineral water with or without gas, and stops on the way for any reason. If you have any particular requirement, must be indicated in the reservation and approved/confirmed by us.
FORCE MAJEURE CLAUSESOn the ground transportation our own or partner's cars risk delay or cancellation service of the specified event, even if we always calculate the safe time + extra time when we have reached a place, like road accidents, car defections, strikes, earthquakes, hurricanes, lightning, explosions, unexpected road or tunnel works, and road closures and we are not responsible for that events. If possible we always contact you and in that case, we can try to provide alternative solutions for your transportation with your agreement, and in case of delays over 30 minutes for the transfers to the airport and 60 minutes from the airport or any other pick-up place, you can choose your own alternative transportation service and have a full refund of your reservation with as.