Trust Center
Booking & payment
How quotes work, what you get in writing, and how payment is confirmed.
Getting a quote
Send dates, passenger count, and pickup/drop-off through the route planner, email, or phone. On business days we aim to reply within 24 hours with a written quote.
Custom routes are priced individually. Fixed airport transfer prices on the site apply only to those specific SKUs. Everything else is confirmed in writing before you pay.
What we confirm
Before travel day you should have, in writing:
- Pickup time and address (or flight number)
- Drop-off or day route
- Vehicle class (typically Mercedes E-Class or similar)
- Total fare and any deposit amount
- Chauffeur name and mobile number for multi-day and airport jobs
A binding transport agreement starts when you accept the quote and pay any required deposit. Instant online checkout, where available, applies only to fixed airport products.
Paying
Bank transfer details are on your invoice or quote acceptance email. Card payments online need a successful processor confirmation before we mark the booking paid. If a card payment is reversed, the booking goes back to unpaid and we contact you.
Transport is invoiced separately from any mediation. You always pay hotels and restaurants yourself.
Changes & cancellation
Cancellation and change rules are in your quote and transport contract. They depend on how close to travel day you cancel and whether we have already assigned a chauffeur.
Flight delays: tell us as soon as you can. Airport pickups include a standard wait window stated in your confirmation. Beyond that, extra waiting may be charged.
Questions before you book: contact the Split desk.