Terms & Conditions

1. Agreement

By booking a service with Elite BCN Transfers ("the Company"), you ("the Client") agree to be bound by these Terms and Conditions. These terms apply to all bookings made via our website, WhatsApp, phone, or email.

2. Bookings & Confirmation

• A booking is confirmed only upon receipt of a written confirmation email from us.
• We recommend booking at least 24 hours in advance. Bookings made less than 4 hours before pickup carry a 15% last-minute surcharge, and we cannot accept a booking with less than 1 hour's notice.
• You are responsible for providing accurate pick-up address, destination, date, time, flight number and passenger details. A journey that cannot be made because the details given were wrong is treated as a no-show.
• Tell us when you book if you are travelling with a child of 135 cm or under, with a pet, or with more luggage than the vehicle is listed to carry. See sections 8 and 9.
• Any changes to a confirmed booking must be requested as early as possible and are subject to availability.

3. Pricing & Payment

• All prices are fixed per vehicle and exclude VAT and motorway tolls. Quoted fares include the chauffeur, vehicle, fuel and parking. Spanish VAT at 10% is added to the fare only where the client requests an invoice; motorway tolls are charged separately on routes that use them.
• A 20% night surcharge applies to journeys commencing between 22:00 and 06:00.
• Payment is accepted by credit/debit card via SumUp, bank transfer, or cash by prior arrangement.
• At the checkout you may pay the full fare, or a 30% deposit with the remaining 70% paid to your chauffeur at the end of the journey in cash or by card. Both amounts are shown before you pay and on your confirmation.
• Cancellation protection is an optional add-on priced at 20% of the fare. It extends free cancellation to 2 hours before pickup; the fee itself is not refundable. See the Refund & Cancellation Policy.
• Payment must be completed before or at the time of travel unless a corporate account has been established.

4. Cancellation and refunds

The free-cancellation window depends on the journey, because the further the car travels the earlier we commit a chauffeur to it.

• City journeys, including the airport and the cruise port: free cancellation more than 24 hours before pickup.
• Journeys outside the city (Costa Brava, Costa Daurada, Girona, Tarragona, Andorra and similar): free cancellation more than 48 hours before pickup.
• Minibus and group bookings: free cancellation more than 72 hours before pickup.
• Cancel inside the window and the fare is not refunded. A chauffeur has been reserved for you and the slot can no longer be sold.
• If something serious happens inside that window, such as a cancelled flight, contact us on WhatsApp with proof. We look at every case on its own merits and decide whether to refund. This is a goodwill decision, not an entitlement.
• A no-show is charged in full.
• A flight delay is not a cancellation. We track your flight and move the pickup to the new landing time at no charge.

5. Cancellation protection

An optional add-on at the checkout, priced at 20% of the fare.

• It holds your booking until 2 hours before pickup: cancel any time up to then, for any reason, and the fare is refunded in full.
• Inside the final 2 hours the fare is not refunded, with or without protection.
• The protection fee itself is never refunded. It is what pays for holding the slot, and it stays with the company in every case, including when the fare is refunded.

6. Refunds

• Refunds are returned to the card used to pay and normally appear within 5 to 10 business days, depending on your bank.
• On a deposit booking these rules apply to the amount actually paid; a cancellation inside the window, or a no-show, forfeits the deposit.
• The full policy, including changes and refunds by bank transfer, is at elitebcn.info/refund-policy.

7. Waiting Time

• Airport pick-ups include 60 minutes of free waiting time from the actual flight landing time.
• Non-airport pick-ups include 15 minutes of free waiting time from the scheduled pickup time.
• Additional waiting time is charged at €25 per 30 minutes.

8. Meet and greet with a name board

An optional extra, added at the checkout, for an airport arrival. An international arrival takes as long as it takes. Passport control and baggage reclaim can run to an hour, sometimes two, and no chauffeur can stand inside for all of it. This is how we handle it, and it works when you follow the steps.

• Your chauffeur waits outside and follows your flight. Nothing is charged for the wait.
• When you reach baggage reclaim, message your chauffeur: "please come to the meeting point". That message is what starts them moving.
• Give your chauffeur ten minutes from that message to reach the meeting point. They are coming in from the car park on foot.
• Terminal 1 and Terminal 2B: the meeting point is in the arrivals hall by the Como restaurant. Terminal 2A: your chauffeur waits directly in front of the arrivals door.
• Your chauffeur carries the name board and helps with your bags from the meeting point to the car.
• If you are already in the arrivals hall and your chauffeur has not appeared within those ten minutes, you can ask for the meet-and-greet fee back and we will refund it.

Terminal 2 has a long walk from the main car park. If you would rather not make it, tell your chauffeur when you are ready and ask them to come to the express car park instead. They park there, walk into the hall with your name board and meet you, and the walk back to the car is much shorter. Airport parking is expensive, and keeping it short is part of how our fares stay where they are.

9. Passenger Conduct

• All passengers must wear seatbelts at all times.
• Smoking, including e-cigarettes, is strictly prohibited in all vehicles.
• Consumption of food is not permitted. Drinks in sealed containers are allowed.
• The Client is liable for any damage to the vehicle caused by the passenger group. A cleaning fee of €150–€500 may be charged for soiling.
• The driver reserves the right to refuse or terminate a journey if passenger behaviour is deemed unsafe or abusive.

10. Luggage

• Book the vehicle for the luggage, not only for the number of passengers. Every vehicle page lists how many large cases it takes.
• If the luggage does not fit on the day, we can arrange a second vehicle. It is charged separately.
• Luggage travels in the boot, not in the passenger compartment. Loose cases inside the cabin are dangerous in a sudden stop.
• Your chauffeur loads and unloads the vehicle. If you insist on handling the luggage yourself, any damage or loss is not covered by our insurance, and neither is injury in the event of an accident caused by it.

11. Children, babies and pets

Tell us when you book. A car that turns up without the right seat cannot legally take your child.

• Spanish law requires every child of 135 cm or under to travel in an approved child restraint system. The exemption that applies to metered taxis on urban journeys does not extend to licensed VTC vehicles such as ours, so a seat is required on every journey we make.
• We carry one baby seat and one booster seat on request. Both are an extra charge and must be requested when you book, so the seat is fitted before the car is dispatched.
• Pets are welcome with prior notice, in a carrier or on a lead. Tell us when you book so we can confirm the vehicle and any cleaning charge before you travel.

12. Liability

• The Company holds full professional passenger liability insurance.
• The Company is not liable for delays caused by traffic, road closures, adverse weather, or other circumstances beyond our control.
• The Company is not liable for missed flights, trains, or events due to such delays.
• Our maximum liability is limited to the amount paid for the affected journey.
• Luggage is loaded and unloaded by the chauffeur. Where the Client insists on handling luggage themselves, the Company's insurance does not cover damage, loss, or injury arising from it.
• The Company accepts no liability for loss of or damage to luggage unless caused by proven negligence of the chauffeur.

13. Complaints

Any complaints must be submitted in writing within 7 days of the journey to booking@elitebcn.info. We aim to respond within 48 hours.

14. Governing Law

These Terms are governed by the laws of Spain. Any disputes shall be subject to the jurisdiction of the courts of Barcelona.

15. Contact

Elite BCN Transfers · Barcelona, Spain · booking@elitebcn.info · +34 635 383 712