TERMS & CONDITIONS
By making a booking with Alpinbus.com by phone or online you confirm that you have read, understand and accept the following conditions.
The following terms apply in relation to contracts arranged by Alpinbus.com, as transfer service provider or as agent for the supplier, for transfers between the departure points and destinations specified in the written confirmation issued by Alpinbus.com, trading name used by Alpinbus GmbH, which is company registered in Austria under company number 442756m having our registered office at Malserstrasse 14 / 2.OG 6500 Landeck.
References to “you” and “your” in these terms and conditions mean all passengers listed in the written confirmation (including anyone who is substituted or added at a later date). “We”, “us” and “our” means Alpinbus.com.
1. Status of the Passenger(s) and their agents
1.1 The purchaser of the transport services specified in the written confirmation (the “Lead Party”) and all of the others are the “other party” to the contract with the nominated supplier. If the contract is made by an agent, or any other person acting on behalf of the passengers whose names appear on the written confirmation, then that agent or other person, is acting as the agent of the passengers and agrees to these Terms and Conditions on their behalf.
1.2 By purchasing a transfer with us, you authorise us to transmit your name, phone number and relevant information for your transfer to our nominated supplier. We will not share your email address or payment information with them, or any other person.
1.3 To purchase a transfer through our site you must be 18 years of age or over and be legally capable of entering into a binding contract.
2. Booking and Payment
2.1 Payment is required for the transfer at the time of booking. It is possible in certain cases for part payment to be made, but this will be decided on a case by case basis. We will produce written confirmation of the details regarding the booking by email, following the initial payment. All payments are handled on our website through STRIPE and we do not store, or have access to, your credit card, debit card, or account details.
2.2 Whilst we try and ensure that all information on our website is accurate, errors may occur. In the unlikely event that the price and/or description of an item listed on the website has been incorrectly advertised, we will not be under any obligation to sell, or provide those services to you. If we discover the error after sending you a booking confirmation, we will contact you by email and either offer an alternative transfer, for which you may have to pay a supplement, or we will cancel the reservation and give you a full refund.
2.3 Where two or more people are included on the same booking, the person purchasing the booking shall be deemed to be acting as an agent for both, or all members of the party and accepts these booking conditions on behalf of each member of the party.
2.4 Where a booking is made by telephone, the booking is subject to, and the client accepts, these Terms and Conditions.
2.5 Where we book for travel on services provided by operators other than us, we do so as agents for the operator concerned, whose own conditions of carriage will apply and our liability will be confined to travel on our own services.
2.6 The confirmation email is your ticket. This must be presented to your driver for both the outward and return trip.
2.7 It is the responsibility of the customer that all the information on their booking confirmation is correct. We accept no responsibility for incorrect information given by a customer that results in either a flight being missed, or a driver failing to be at the arrival airport in question to pick-up up a customer(s).
2.8 The destination and pick-up addresses on your confirmation are the address to which you will be delivered and picked up. Should you wish to change these or any other details, this must be done in writing by email directly with us at least 5 days prior to the date of travel. If we do not receive details of your accommodation location within this time, or the details supplied are not a valid address, you will be dropped off at the tourist information office in the relevant location.
2.9 It is the responsibility of the customer to have a valid address, or directions with them to their accommodation once in resort. The driver may know the specific accommodation, and in this case you will be taken straight there. However in the case that neither customer nor driver know the exact location of the accommodation the driver will attempt to locate the accommodation for a period not exceeding 10 minutes, but after that will have no option but to leave customers at the resort’s tourist office (whether it is open or closed).
2.10 By booking a transfer with us, the customer confirms that they have read fully the transfer description on the booking process and that they understand and accept the specific terms that govern that transfer type, in relation to any applicable timetables, waiting times at the airport, pick up times in resort for departure transfers and pick up, or drop off locations.
2.11 By accepting these terms and conditions, you are accepting the terms specific to the transfer type you are booking, which are detailed in the description of the transfer service, shown at the quote stage of the booking process.
2.12 If you are under the age of 18 (on date of departure) and your parents or guardians are not travelling with you, a letter of consent has to be sent stating that you are allowed to travel without their supervision.
3. Child Seats
3.1 The EU directive 2003/20/EC states that children must use an appropriate child seat until they reach 12 years of age or until they reach a height of 135 cm. We can provide appropriate child seats free of charge, as long as they are specified at the time of booking. For children up to 19KG we suggest you request a ‘Baby Seat’ and for children over 19KG select a ‘Child Seat’.
3.2 Failure to request an appropriate child seat at the time of booking, or to bring your own child seat, will mean that we are unable to provide the transfer as booked, as we cannot legally transport the child without the correct seat. In this circumstance, we will not be able to provide any refund, or offer an alternative transfer.
3.3 For the avoidance of doubt, we recommend that you bring your own child seat, if one is required.
3.4 On certain transfer types (Coach, Scheduled Shuttles) where vehicles over 8 passenger seats are used, it may not be possible for us to provide child seats. Please be aware that where this is the case, it is not a legal requirement to use such a seat. If you would like to confirm in advance of travel whether a child seat can be provided, please contact us.
3.5 We request that you enter the age of any children travelling on the Reservation System when making a booking. Please be aware that entering the age of a child is not a request for us to supply a child seat for them, this is only done by specifically selecting those from the Reservation System. If you enter the age of a child, but do not request a child seat as well, we will assume that you are bringing your own child seat with you and you will be bound by the terms set out in Clause 3.2.
4. Child Pricing
4.1 All children and infants count towards the occupancy of the vehicle, regardless of age and thus should be included in the total number of passengers at the time of booking. We can provide child seats free of charge if specified on the booking form, but where possible we recommend that you bring your own (see 3.3 and 3.4).
5.1 We are able to transport manual, folding wheelchairs in our vehicles, but ask passengers to advise us at the time of booking. This is vital to ensure that the correct vehicle is available to meet your specific requirements.
6. Amendments to bookings
6.1 Should you wish to change any information details e.g. flight number, flight timings, accommodation name or address, mobile number, arrival or departure dates, resort, passenger numbers, or vehicle size details, please do this by emailing [email protected] or through our website using your login details. Certain changes to your booking may result in a change in the cost of the transfer, or the requested transfer not being available. In addition we reserve the right to charge an administration fee of 20€ per booking for any amendments to Services or cancellations.
6.2 If you do not accept the additional cost, or the alternative transfer options that we can offer, then you will need to cancel your booking and will be governed by the standard terms for cancellations.
6.3 We cannot guarantee to make changes to any existing booking within 72 hours of the date of travel. This includes changes to flight times, or required pick up times. Once a pick up time has been confirmed (the day before travel) we will not be able to make changes to this pick up time, if it is based on the information we have been provided with on the booking and is within the rules specific to the transfer type that has been booked.
6.4 We will only accept confirmation from the person who made the original booking.
6.5 In situations where there is a supplement to be paid for a booking amendment, the requested changes will only be confirmed once the additional payment is received. At this point you will be issued with a new booking confirmation by email.
7.1 Customers are entitled to cancel their booking if they send us email to [email protected] with details and reason of cancellation.
7.2 Cancellations made at least 3 days before the date of travel, will be refunded in full.
7.3 In the event of a cancellation by the customer, they will receive an email confirming the cancellation.
7.4 Any refund, whether partial or in full, for cancellations made within the 3 day cancellation deadline, will be at our sole discretion.
7.5 Refunds can take between 14-30 days to be investigated and processed.
7.6 When a client cancels a confirmed booking, Alpinbus will charge a 20€ administration fee to cover the administration and banking costs. Where the client has paid in advance for the transfer booking, the administration fee will be deducted from the amount to be refunded to the client.
8. Baggage allowance and declaration
8.1 All baggage must be clearly labelled with the owner’s name and the destination address. Each passenger named on the written confirmation is entitled to have carried with him on the relevant transfers up to two items of baggage, i.e. one suitcase which should not exceed 70cm x 40cm x 20cm and one piece of hand luggage. Carriage of any baggage exceeding these measurements will be subject to available baggage hold space and may be declined.
8.2 If a passenger requires carriage of baggage in excess of this allowance (e.g. suitcases exceeding the maximum permitted size, skis, golf clubs, snowboards, bikes in bike boxes or bags, wheelchairs/scooters etc) we must be informed at the time of booking. Ski or snowboard bags should not exceed 190cm in length and the maximum size for bikes (when packed in a bag or box) is a length of 160cm, height of 100cm and width of 40cm. Where it is possible for us to accommodate this extra luggage on the transfer, it will be confirmed on your booking confirmation email.
8.3 We reserve the right to make a charge for excess baggage, which must be paid prior to transportation, or to refuse carriage of the excess items if not agreed at the time of the booking.
9. Conditions of carriage
9.1 The nominated supplier, its drivers and appointed agents, including us, reserve the right to refuse to carry any person who is, or appears to be under the influence of alcohol or illegal drugs and/or whose behaviour is considered to pose a threat to the driver, the vehicle or the other passengers. No refunds will be made in those circumstances.Any person using threatening or abusive language or behavour to a driver or passenger will be asked to leave the vehicle immediately regardless of where it is or the time of day.
9.2 Customers who soil the interior of a vehicle due to excess alcohol consumption, or drugs, are liable to an on the spot fine of 200 euros. This fine is payable immediately to the driver. If the passenger refuses to pay, or has no money with which to pay, then the cleaning charge will be taken on the credit card that the client used to make the booking.
9.3 Parents, or minders (or friends over 18 years) of children and adolescents under the age of 18 years, are responsible for the conduct of these minors while in the vehicle, and will be held responsible for any damage caused by the aforementioned minors.
9.4 Any damage caused to a vehicle by a customer must be paid for immediately. If payment cannot, or will not, be made then we will be forced to take legal action against the customer(s) in question.
9.5 Passengers are not allowed to take into our vehicles any alcoholic drinks for the purpose of consuming such drinks on our vehicles.
9.6 Smoking is not permitted in the vehicles.
9.7 Passenger’s baggage is, however, carried entirely at their own risk and no responsibility can be accepted by us, for loss or damage. We will not accept responsibility for any costs incurred or the making of any arrangements in returning the items to passengers.
9.8 Whilst all reasonable efforts will be made by the supplier, there is no guarantee that the vehicle will arrive on time in order to begin the period of hire, nor that it will reach its destination on time. We will not incur any liability in the event of such a delay.
9.9 It is the responsibility of the customer to provide a contact mobile telephone number at the time of booking and that this number is switched on and working at the time of travel. We cannot be held responsible for any issues that occur in the delivery of the transfer service as result of the customer failing to do so.
9.10 We will endeavor to monitor any flight delays affecting arrival transfers, but it remains your responsibility to ensure that the flight times and flight numbers given to us at the time of booking are correct. Whilst every effort is taken to monitor such situations, we do ask that we are advised of any new estimated arrival times when available (and if practical) so that services can be rescheduled accordingly, which may involve a wait for a vehicle to become available, or an additional charge for the waiting time incurred by the driver.
In the event of flight delays exceeding 60 minutes, and if the allocated driver has to leave the airport prior to the arrival of the client, clients will be placed on the next available transfer that is going to the requested destination. If a client insists on the driver waiting, regardless of the length of a delay after 60 minutes, there will be a charge of 30 euros per hour. Clients are asked to do their best to keep Alpinbus informed about all possible delays to their flight(s).
9.11 In the event of a flight being cancelled, the customer is deemed to have missed their transfer. If an alternative flight is arranged, then the customer would need to make a new booking for a transfer at full cost, subject to availability of transfers. We will provide a statement for the customer, stating that they were unable to travel on the original booking, which may be used to make a claim on their travel insurance. In situations where the customer informs us of the flight cancellation before the scheduled flight arrival time and it is possible for us to offer an alternative transfer option for the customer, we will endeavor to do so. There may be an additional cost associated with providing this new service or, the alternative transfer offered may not be the same as what was originally booked. Any other journeys on the same booking are unaffected and are still valid as originally booked.
9.12 If the arrival flight is diverted, we request that you contact us. Whilst every effort will be made to accommodate changes of this nature, it remains the responsibility of the airline to transport you to the original arrival airport. We cannot guarantee to be able to provide the booked service in this situation, and if we can, an additional charge maybe applied.
9.13 We request that you keep us informed by telephone of any delays in collecting luggage, or of lost luggage, which may cause a delay to your booked transfer. A customer failing to notify us of a delay, may miss their transfer as it will be assumed that they did not travel. It is the responsibility of the airline, not us, to deliver any lost luggage to the customer. In the event of waiting time delays exceeding 60 minutes since plane landed due to delays in collecting luggage, or of lost luggage, and allocated driver has to leave the airport, clients can be placed on the next available transfer vehicle that is going to the requested destination.
9.14 If you do not wish to wait for a next vehicle to become available for you, as a result in any delay in your flight arrival or luggage collection and you decide to make your own alternative travel arrangements, we will not refund the money paid for your original transfer or contribute towards any alternative travel costs you incur. We will however on request, provide you with a written statement, as to why any additional costs were incurred, which you may be able to use to make a claim on your travel insurance.
9.15 In the case that a customer is unable to take their transfer as a result of delayed, cancelled or missed flights and the customer incurs additional costs arranging alternative travel arrangements because of this, we will provide on request, a written statement as to the reason these additional costs were incurred, but will not be held responsible for any of these additional costs nor will we provide any refund for the originally booked service.
9.16 We will accept no liability for any difficulty, or service failure, if clients are not in possession of Booking Confirmation documentation provided by Alpinbus upon completion of the booking, which outlines our arrival and departure procedures. We will not agree to any refund or compensation claims resulting from any service failure if passengers do not adhere to the procedures stated.
9.17 Alpinbus or our nominated supplier will endeavor to carry all passenger(s) with the minimum discomfort and inconvenience to his/her specified destination. However circumstances beyond our control may prevent the achievement of this. The following are examples of circumstances which are not within our reasonable control (“Force Majeure Event”):
* accidents causing delays to the vehicle
*the vehicle being held or delayed by a police officer or government official
* exceptional or severe weather conditions
* compliance with requests of the police
* deaths and accidents on the road
* vandalism and terrorism
* unforeseen traffic delays
* industrial action by third parties
* problems caused by other customers
* other circumstances affecting passenger safety
* road closures due to local fiestas or other events
* properties that are not accessible to type of service booked
* acts of God, flood, earthquake, avalanche or any other natural disaster
* epidemic or pandemic
* war, threat of war or similar
* fire or explosion
* terrorist attack or riots.
9.18 We shall not be in breach of these terms and conditions, nor liable for any failure or delay in the performance of any of our obligations under these terms and conditions arising from a Force Majeure Event.
9.19 If Alpinbus or the nominated supplier were to fail for any reason within their/our control to deliver passengers to their confirmed destination, we will endeavor to provide a suitable replacement transfer. Any reimbursement made by us for the costs of an alternative means of transport incurred by the passenger to get to their ticketed destination, shall be no more than the cost of getting to that destination by taxi.
9.20 We schedule transfers according to the terms of the transfer type booked, never aiming to arrive at the airport less than 2-hours before the flight departure time under normal conditions. This pick up time will be confirmed with you
9.21 A customer requesting to leave later than the recommended time provided by us does so entirely at their own risk and we will not be held accountable for a missed flight as a result of this decision.
9.22 A customer may request specific pickup times that do not relate to a flight time, when booking a private transfer only, and the request must be made at the time of making their booking. If a specific request for a pick up time is not made at the time of booking, then the pick up time will be scheduled around your flight time as outlined by the rules for the transfer type being booked. Once this pick up time has been confirmed by text message, it cannot be changed.
9.23 In the event that we are unable to reach a customer for their pickup time, due to bad weather or road conditions, the customer must attempt to make their own way to a suitable, safe pickup point. We will assist with advice in this matter if necessary and will try to give customers advance warning whenever possible.
9.24 In the situation that the customer is not at a specified meeting point at the arranged time for a departure transfer from resort, the driver will wait for a maximum of 10 minutes. After this time the customer will be deemed a ‘no show’ and the transfer will depart and we will give no refund for the transfer missed. If we are able to offer an alternative, later transfer, this will be treated as a new booking and will need to be paid for.
9.25 Most transfers that we offer are door-to-door, where the accommodation is accessible by surfaced and cleared roads. For some transfer types (certain shared and scheduled shuttle transfers) have a central pick up and drop off point in resort, which is specified on the transfer type description that you see when booking on our website. In certain situations it may not be possible for the transfer to directly access the accommodation, for example due to a road not having been cleared of snow or being too dangerous to drive, a road being too small for a vehicle to access (particularly when booking larger vehicles such as coaches) or the accommodation being in a pedestrianised or car free area. In these situations the drop off, or collection will be from the nearest accessible point to the accommodation and you will be responsible for getting to or from this point by your own means. We recommend checking your accommodation and resort info before travel and be aware of any potential access issues.
10.1 We have a duty to select suppliers of transfer services using reasonable skill and care. We have no liability to you for the actual provision of the transfer services (unless it is proved that we have breached our duty to use reasonable care in selecting the third party supplier and you have incurred loss or damage as a result).
10.2 We, and each of our group companies, officers and employees exclude all liability and responsibility for any amount or kind of loss or damage that you may incur (including any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, or loss or damages arising from or connected in any way to business interruption, loss of opportunity, loss of anticipated savings, wasted management or office time and whether in tort (including negligence), contract or otherwise, even if foreseeable) in connection with your booking; the transfer services; and/or your use of the Website.
10.3 We exclude all representations and warranties relating to the transfer services that you have booked through us to the fullest extent permitted by law.
10.4 Our liability to each passenger, except in cases involving death or personal injury, shall be limited to a maximum of twice the cost of each passenger’s booking for the transfer services.
10.5 Nothing in these terms and conditions excludes or limits:
1)our liability to you for any death or personal injury resulting from our negligence;
2)any of your other statutory rights as a consumer that cannot be excluded or limited.
We take all customer service matters very seriously. If you experience a problem during your trip, we ask that you contact us immediately or in writing within 28 days of the date of the transfer, so that any issues can be investigated. Details must be received by email at [email protected]. All feedback must be received in writing and no verbal statements can be accepted. We do endeavor to resolve any complaints received in writing within 28 days where possible. Failure to notify us concerned of your complaint at this stage will affect our ability to investigate the matter complained of, and your rights under the contract with us.The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
12. Travel Insurance
We consider travel insurance to be essential and strongly advise you to arrange for appropriate travel insurance to cover you for a comprehensive range of events including cancellation, baggage loss, accidents and health issues whilst you are away. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs. We strongly advise you to read the policy details carefully and to take them with you on your trip.
13. Governing law and jurisdiction
These terms and conditions shall be governed by and construed in accordance with Austria law. Disputes arising in connection with these terms and conditions (including non-contractual disputes) shall be subject to the exclusive jurisdiction of the Switzerland courts.
14. Enforceability Clause
In the event any portion of this Agreement is found to be invalid or unenforceable, the reminder shall remain in full force and effect.