By confirming a booking with us you accept these terms. They form the whole of the contract between you and Lisbon Airport Transfer for that booking, together with your written confirmation. Nothing in them removes the rights you have as a consumer under Portuguese or EU law.
1.Who we are and what these terms cover
The company behind the name, the licence it operates under, and the services these terms apply to.
1.1“We”, “us” and “Lisbon Airport Transfer” mean [Legal entity name, Lda.], a company registered in Portugal under tax number (NIF) [NIF], with its registered office at [registered address, postcode, Lisbon]. We are registered with Turismo de Portugal as a travel and tourism agency under RNAVT number [number].
1.2“You” means the person who makes the booking. If you book for other people, you confirm that you have their authority to accept these terms on their behalf and that you will pass on the information in your confirmation to them.
1.3These terms cover every service we sell: private airport and point-to-point transfers, hourly chauffeur service, private tours, cruise-terminal transfers, long-distance journeys within Portugal and to Spain, and multi-day itineraries. Where a section applies only to one kind of service, it says so.
1.4Every journey is operated in a vehicle licensed for passenger transport in Portugal, driven by a professionally licensed driver, and covered by the passenger liability insurance that Portuguese law requires. We operate the service ourselves; we do not resell seats in shared shuttles, and we do not pass your booking to a marketplace.
1.5In a small number of cases — a same-day booking at peak, or a vehicle fault — we may fulfil your journey with a partner operator who holds the same licences and insurance. If that happens the price, the vehicle class and these terms do not change, and we remain responsible to you for the journey.
2.Making a booking
When a booking becomes a contract, what you need to tell us, and what happens if the details are wrong.
2.1You can book through this website, by e-mail, by WhatsApp or by phone. A booking request is not a contract. The contract is formed when we send you a written confirmation with a booking reference. Until you have that, we have not reserved a vehicle for you.
2.2We aim to confirm every request within one hour during the day and within three hours overnight. If we cannot provide what you asked for, we will tell you and propose an alternative; you are not bound to accept it.
2.3To confirm a booking we need: the pickup and drop-off addresses; the date and time; for airport pickups, the flight number; the number of passengers and pieces of luggage; the ages of any children; a mobile number that will work on the day; and the name the driver should look for.
2.4Check your confirmation when it arrives. You are responsible for the accuracy of the details you give us. If a mistake in the booking — a wrong date, a wrong terminal, a flight number for the outbound leg rather than the arrival — means the driver goes to the wrong place or the wrong time, the journey is treated as a no-show under clause 8. If you spot an error, tell us and we will correct it at no cost where we still can.
2.5Bookings requested with less than twelve hours' notice are accepted subject to vehicle availability. We do our best, and we will say quickly if we cannot.
2.6We may decline a booking, or cancel a confirmed one and refund it in full, if we reasonably believe it involves unlawful activity, a passenger count or luggage load that the requested vehicle cannot carry safely, or a route we are not licensed to operate.
3.Prices and what is included
Flat rates, what sits inside them, the two things that sit outside, and when a quoted price can change.
3.1Every transfer and tour is priced as a flat rate per vehicle, not per person. The price in your confirmation is the price you pay, in euros, VAT included. It does not change with traffic, weather, the route the driver takes, or a delay to your flight.
3.2Included in every transfer price: the vehicle and driver; fuel; all motorway tolls; airport parking while the driver waits for you; the included waiting time set out in clause 7; help with luggage; the return leg of the journey; and VAT at the applicable rate.
3.3Included in every tour price: the vehicle and driver for the hours stated; fuel, tolls and parking; a driver who speaks English and can talk about the places you visit; and VAT. Not included unless the tour page says otherwise: entry tickets to palaces, monuments and museums; meals and drinks; the services of an officially licensed tour guide (which we can arrange as an add-on); and gratuities, which are never expected.
3.4Three add-ons are priced separately and shown to you before you confirm, never afterwards:
- Meet & greet — the driver waits inside the arrivals hall with a name sign rather than at the agreed kerbside point.
- Night surcharge — for pickups between 23:00 and 06:00, reflecting the night rate we pay drivers.
- Child seats — infant seats, child seats and boosters, priced per seat (clause 9.4).
3.5Other charges that may arise on the day, each of which you will be told about at the time and which are billed only if they occur: waiting beyond the included time (clause 7.5); extra stops or a change of destination requested during the journey (clause 5.4); cleaning as described in clause 10.4; and any entry tickets or parking that the driver pays on your behalf at your request.
3.6A quoted price is valid for seven days or until the pickup date, whichever comes first. A confirmed price does not change, with one exception: if a government tax or toll tariff increases between confirmation and travel, we may pass on that increase and only that increase, and we will show you the working.
3.7If we publish a price that is obviously wrong — a decimal point in the wrong place — we are not bound by it. We will tell you the correct price before the journey and you may cancel without charge if you prefer.
4.Payment
How and when you pay, and what we do with card details.
4.1You can pay by credit or debit card through the secure link in your confirmation, by bank transfer, or in cash to the driver in euros. Corporate accounts may be invoiced monthly by written agreement.
4.2For transfers within Portugal, payment is due on the day of travel unless your confirmation says otherwise. We may ask for a card to guarantee the booking; nothing is taken from it unless you cancel late or do not show, as set out in clauses 6 and 8.
4.3For tours, long-distance journeys, cross-border journeys and multi-day itineraries we ask for a deposit of 30% at confirmation, with the balance due 72 hours before the first pickup. Bookings made inside 72 hours are paid in full at confirmation.
4.4Card payments are processed by a PCI-DSS compliant payment provider. We never see or store your full card number.
4.5You will receive an invoice (fatura) for every payment, issued in the name you give us. If you need it in a company name with a tax number, tell us before the journey; Portuguese law limits our ability to reissue invoices afterwards.
4.6If a card payment is declined or a transfer does not arrive by the due date, we will contact you once to resolve it. If it remains unpaid 24 hours before pickup we may cancel the booking and treat it as a late cancellation under clause 6.
5.Changing a booking
Most changes are free. Here is where the line sits.
5.1You can change the time, the flight number, the pickup or drop-off address, the passenger count or the luggage count free of charge up to 12 hours before pickup, provided the vehicle you booked can still carry the party and the price band for the route is unchanged. Tell us by e-mail or WhatsApp so there is a record.
5.2If a change moves the journey into a different price band — a different destination, a larger vehicle, a night pickup — we will quote the difference before applying it. Where the change reduces the price, we refund the difference.
5.3Changes inside 12 hours are accepted when we can make them, which is most of the time. A change of date inside 12 hours is treated as a cancellation and a new booking, and clause 6 applies to the original.
5.4Requests made to the driver during the journey — an extra stop, a different drop-off, a detour to collect someone — are at the driver's discretion having regard to his or her next booking, and are charged at the extra-stop rate in your confirmation or, if none, at the hourly rate for the vehicle class in 15-minute blocks.
5.5If we need to change something — substitute a vehicle of the same or a higher class, or adjust a pickup time by a few minutes — we will tell you as soon as we know. A substitution to a lower class is refunded at the difference; a change you cannot accept may be cancelled for a full refund.
6.Cancellations and refunds
The windows, the percentages, and the cases where none of it applies.
6.1You can cancel any booking by e-mail or WhatsApp. The cancellation takes effect when we receive it, and we will always send a written acknowledgement. Hours are counted back from the confirmed pickup time in Lisbon.
6.2The following windows apply. The percentage shown is the part of the booking price that is charged; the remainder is refunded.
TransfersAirport, point-to-point, cruise, hourly
Free50%100%
More than 24 h24 h – 6 hUnder 6 h
Tours & long distanceDay tours, Porto, Algarve, Spain
Free50%100%
More than 72 h72 h – 24 hUnder 24 h
Multi-day itinerariesTwo or more consecutive days
Free50%100%
More than 14 days14 – 7 daysUnder 7 days
Deposits on tours, long-distance and multi-day bookings are refundable inside the free window and are set against the cancellation charge outside it. Refunds are made to the original payment method within 14 days.
6.3Cancelled or diverted flights are never charged. If the flight you gave us is cancelled by the airline, diverted to another airport, or delayed so far that the journey no longer makes sense, tell us as soon as you know and we will cancel without charge or move the booking to your new flight. We track flights, so in most cases we will already know.
6.4If a cruise ship misses its call at Lisbon, or its arrival is moved by more than four hours, transfers and shore tours booked around that call are cancelled without charge.
6.5Serious illness or bereavement in the travelling party is handled outside the table above: tell us, and we will refund in full on reasonable evidence. We do not need a lot of it.
6.6If we cancel a confirmed booking for any reason other than those in clause 2.6 or clause 11.2, you receive a full refund plus the reasonable, documented cost of an equivalent replacement service, up to the value of the booking.
6.7Because our services are provided on a specific date, the 14-day right of withdrawal for distance contracts under Portuguese Decree-Law 24/2014 does not apply, in line with article 17(1)(l) of that law. The cancellation windows above are what applies instead.
7.Airport pickups, flight tracking and waiting time
Where the driver is, how long the driver waits, and what happens after that.
7.1For every airport pickup we track the flight number you give us and move the driver with it. If your flight lands early, the driver is there early. If it lands late, the included waiting time starts from the actual landing time, not the scheduled one. You do not need to contact us about a delay; you are welcome to.
7.2Your confirmation names the meeting point. At Lisbon Airport this is, by default, the arrivals hall of Terminal 1 (or the Terminal 2 exit for flights that use it), where the driver waits with a sign showing the name you gave us. The driver's mobile number is sent to you the evening before travel.
7.3Included waiting time:
| Pickup at | Included | Counted from |
|---|
| Lisbon, Porto or Faro Airport | 60 minutes | Actual landing time of the flight number on the booking |
| Cruise terminal | 30 minutes | Booked pickup time |
| Hotel, home or any other address | 15 minutes | Booked pickup time |
| Rail station | 20 minutes | Actual arrival time of the train on the booking |
7.4If you are held up past the included time — a lost bag, a long passport queue, a slow disembarkation — send us a message or call the driver. Provided we hear from you, the driver will wait wherever it is practical to do so.
7.5Waiting beyond the included time is charged in 15-minute blocks at the rate shown on your confirmation. The driver will tell you when the included time has run out, and the extra is added to the fare at the end of the journey. If the driver has a following booking that cannot be moved, we will tell you the latest time he or she can stay before it becomes a no-show.
7.6If you cannot find the driver: do not leave the airport, and do not take a taxi before calling us. Our operations line is staffed for every pickup. A journey abandoned without a call to us is treated as a no-show under clause 8; a journey where you called and we could not produce the driver within 15 minutes is treated as our failure under clause 11.5.
8.No-shows
What counts as one, and why we charge for it.
8.1A booking is a no-show if the driver has waited the included time plus any extension agreed under clause 7.4, we have tried to reach you by phone and message on the number you gave us, and you have not appeared or made contact.
8.2A no-show is charged at 100% of the booking price. This is not a penalty: the driver and vehicle were positioned for you and cannot be re-sold at that point.
8.3A no-show caused by a flight problem covered by clause 6.3, by a booking error we made, or by our failure to be at the meeting point, is not charged.
8.4If you miss the pickup but still want the journey, call us. If we can send the same or another driver we will, charged as a new booking at the same price, with the original no-show waived where the delay was short.
9.Passengers, luggage and child seats
Capacities, what fits, children under twelve, and animals.
9.1Each vehicle class carries a stated maximum of passengers and standard pieces of luggage, as shown on the fleet page and on your confirmation. A standard piece is a checked suitcase of up to 23 kg and 75 cm; a cabin bag counts as half a piece. Every passenger must have a seat and a seat belt: the passenger maximum is a legal limit, not a comfort guideline, and a driver cannot exceed it for an infant on a lap.
9.2If more passengers or luggage arrive than were booked, the driver will carry them where the vehicle can legally and safely do so. Where it cannot, we will send a second or larger vehicle as fast as we can, charged at the published rate for that vehicle. A driver's refusal to overload a vehicle is not a failure to provide the service.
9.3Golf bags, skis, surfboards, bicycles in bags, wheelchairs and pushchairs are welcome and should be declared at booking so we send a vehicle they fit in. A folding wheelchair or pushchair travels free of charge and does not count towards the luggage allowance.
9.4Under Portuguese road law, children under 12 years old and under 135 cm must travel in an approved child restraint suitable for their size. We supply infant seats, child seats and boosters as a paid add-on, priced per seat and shown before you confirm; please tell us each child's age and approximate height when you book. For safety, the seat is fitted by the parent or guardian, not by the driver: you know your child and the seat, and the driver will give you the time to do it properly. If a seat has not been booked and the driver has none in the vehicle, the driver may lawfully refuse to carry the child, and the journey will be treated as a no-show.
9.5Assistance dogs travel free and always. Other animals are carried by prior agreement in a suitable carrier; a cleaning charge under clause 10.4 may apply if the vehicle is soiled.
9.6Luggage travels at your own risk. Keep passports, medication, cash and electronics with you rather than in the boot. We are not liable for loss of or damage to luggage unless it results from our negligence, and then only up to the limit in clause 11.6.
9.7Property left in a vehicle is kept for 30 days. We will return it by courier at cost, or you can collect it from our office by arrangement.
10.Conduct in the vehicle
Short, because our passengers rarely need it.
10.1Seat belts must be worn by every passenger at all times; Portuguese law requires it and the driver will not move off until they are.
10.2Smoking and vaping are not permitted in any vehicle. Food is fine; please ask before eating anything that stains.
10.3The driver may refuse to begin or may end a journey where a passenger is abusive, threatens the driver or other passengers, is so intoxicated as to be a danger to themselves, or asks the driver to break the law — to speed, to stop where stopping is prohibited, to carry more people than there are seats. A journey ended for these reasons is charged in full.
10.4If a vehicle is soiled to the extent that it cannot take its next booking, we charge the actual cost of a professional valet and the vehicle's lost bookings for the time it is off the road, capped at €250 unless there is damage beyond cleaning. Deliberate or reckless damage to a vehicle is charged at the cost of repair.
10.5Drivers follow the route they judge fastest and safest given the conditions on the day. You are welcome to request a route or a scenic option; the price does not change either way unless it adds a stop under clause 5.4.
11.Delays, events beyond our control and liability
What we promise, what we cannot promise, and what we owe you when it goes wrong.
11.1We promise a licensed vehicle of the class you booked, a professional driver, and a punctual pickup. Journey times on this site are typical daytime times by the route we drive and are given in good faith; they are not guaranteed. Lisbon traffic, an accident on the A5, a closed bridge or a storm can all lengthen a journey, and we will not be liable for a missed flight, ship, train or appointment caused by conditions on the road, provided we picked you up at the confirmed time.
11.2We are not liable for failing to perform, or for delay in performing, any obligation where that failure is caused by events beyond our reasonable control: severe weather, road closures, strikes, civil unrest, acts of a public authority, airport or port closures, or a mechanical failure that could not reasonably have been prevented. Where such an event stops a journey from taking place at all, you receive a full refund and we owe nothing further.
11.3For time-critical journeys — departures, cruise embarkations — we recommend a pickup time, based on the traffic we expect, that allows a sensible margin. If you choose a later pickup than we recommend, the risk of a late arrival passes to you, and we will say so in the confirmation.
11.4If a vehicle breaks down during a journey, we send a replacement as quickly as we can. You will not pay for the part of the journey not completed, and if the replacement cannot reach you within a reasonable time you may take alternative transport and we will refund the journey and reimburse the reasonable, documented cost of the alternative up to the value of the booking.
11.5If we fail to provide a booked journey at all — the driver is not there and we cannot produce one within 15 minutes of your call — we refund the booking in full and reimburse the reasonable, documented cost of an equivalent alternative up to the value of the booking. Where our failure causes you to miss a flight, ship or train that you could not have made by any other means, we will additionally consider, in good faith, a contribution towards documented rebooking costs.
11.6Our total liability to you for any booking, other than for death or personal injury caused by our negligence (for which liability is unlimited and covered by the compulsory passenger insurance on every vehicle), is limited to twice the value of that booking. We are not liable for indirect or consequential loss, for loss of profit, or for the cost of anything you booked in reliance on the journey unless clause 11.5 applies.
11.7Nothing in these terms limits liability that cannot be limited under Portuguese or EU law, or excludes rights you hold as a consumer under the Consumer Protection Law (Law 24/96) or the Consumer Dispute Resolution framework.
12.Private tours and multi-day itineraries
Applies in addition to everything above whenever you book a tour rather than a transfer.
12.1A private tour is the exclusive use of a vehicle and driver for the hours stated on the tour page, with an itinerary we suggest and you may change. The price is per vehicle, and the itinerary is a plan rather than a promise: opening hours, weather, road closures and how long you choose to spend in each place all shape the day, and the driver will adapt with you.
12.2Tour durations are counted from the first pickup to the final drop-off. Time beyond the stated duration is charged at the hourly rate for the vehicle class in 30-minute blocks, and the driver will tell you before it starts to accrue.
12.3Our drivers are professional chauffeurs who know the places they take you to and are happy to talk about them. They are not, unless your confirmation says so, officially licensed tour guides, and Portuguese law does not permit them to guide you inside monuments. Where you would like a licensed guide, we arrange one as an add-on at a price quoted in advance.
12.4Entry tickets are not included unless the tour page says they are. Some sites — Pena Palace in particular — sell timed tickets that sell out, and entry is now enforced by time slot. We will tell you at booking what to buy and when, and we can buy tickets on your behalf at face value where you ask us to before the day. Tickets bought on your behalf are non-refundable once issued, whatever the tour's own cancellation position.
12.5Multi-day itineraries are priced as transparent per-day rates plus any stated positioning, accommodation or overnight costs for the driver. Hotels, meals and activities for your party are not included unless your confirmation lists them. Where we book a hotel on your behalf, the hotel's own terms apply to that stay and we act only as your agent in making the reservation.
12.6Tours run in all weather. A day in Sintra in fog is a different day, not a cancelled one. Where conditions make a specific stop unsafe or closed — Cabo da Roca in a gale, a coastal road shut by the authorities — the driver will propose an alternative of similar value.
13.Long-distance and cross-border journeys
Porto, the Algarve, Seville, Madrid, and anything else more than two hours from Lisbon.
13.1Long-distance journeys are priced per vehicle, tolls included, in either direction. Where the journey starts away from Lisbon we position the vehicle the night before; that positioning is built into the quoted price and is not charged separately.
13.2A comfort stop of up to 30 minutes is included on any journey over two hours. Longer stops, or detours to visit somewhere on the way, are quoted as an add-on at booking under clause 5.
13.3Driver hours are regulated. On journeys that would take a driver beyond the legal daily driving limit, we will tell you at booking and may propose a second driver, an overnight stop or a different schedule. We will not ask a driver to exceed the limit and will not accept a request to do so.
13.4For journeys into Spain, every passenger must carry a passport or EU identity card valid for travel and any visa the passenger requires. We are not liable if a passenger is refused entry or delayed at a border, and the journey is charged in full where that happens.
13.5Cross-border journeys are subject to the cancellation windows for tours and long distance in clause 6.2 and to full payment 72 hours before travel under clause 4.3.
14.Complaints and dispute resolution
Tell us first. If that does not settle it, here is who you can go to.
14.1If something goes wrong, tell us as soon as you can and in any case within 30 days of the journey, by e-mail to info@lisbonairporttransfer.com with the booking reference. We acknowledge every complaint within two working days and aim to give a full answer within 14 days. A complaint made on the day, to the driver or to our operations line, is the fastest way to have a problem fixed while it can still be fixed.
14.2As a business selling to consumers in Portugal we keep an electronic complaints book (Livro de Reclamações). You have the right to make a complaint through it at www.livroreclamacoes.pt, and a physical complaints book is available at our registered office.
14.3If we cannot resolve a dispute between us, you may refer it to an alternative dispute resolution body. For consumer disputes in Lisbon the competent entity is the Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), www.centroarbitragemlisboa.pt; a full list of authorised bodies is maintained by the Direção-Geral do Consumidor at www.consumidor.gov.pt. We participate in these procedures in accordance with Law 144/2015.
14.4If you booked online from another EU country you may also use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.
15.Your data
The essentials. The full detail is in the privacy policy.
15.1We collect the personal data we need to perform your booking — name, contact details, flight and address details, and payment status — and we process it under the GDPR and Portuguese Law 58/2019. The legal basis is the performance of our contract with you; for marketing, your consent; and for records we must keep by law, our legal obligations.
15.2Your name, pickup details and phone number are shared with the driver assigned to your journey, and with a partner operator only where clause 1.5 applies. We do not sell your data and we do not share it with anyone else except our payment provider and where the law requires it.
15.3Booking and invoicing records are kept for the period Portuguese tax law requires; marketing preferences until you withdraw consent. You can ask at any time to see, correct or delete the data we hold about you by e-mailing info@lisbonairporttransfer.com.
15.4Our privacy policy sets out the rest: cookies, analytics, retention periods, your rights, and how to complain to the Comissão Nacional de Proteção de Dados.
16.Use of this website
What we promise about the site and what belongs to whom.
16.1The information on this site — distances, journey times, opening hours, entry rules at the places we drive to — is given in good faith and checked periodically, but it changes, and we do not warrant that every page is current on the day you read it. Confirm anything time-critical with us before relying on it.
16.2The text, photographs, illustrations, maps and design of this site belong to us or are used under licence. You may print or save pages for your personal use. You may not reproduce them commercially, scrape the site, or present its content as your own.
16.3Links to other sites are provided for convenience. We do not control them and are not responsible for their content or their terms.
16.4Where the site is offered in more than one language, the English version of these terms is the one that governs, and the Portuguese version is a translation for convenience, unless Portuguese consumer law requires otherwise.
17.Governing law
Portugal, and the courts of Lisbon, with your home-country rights kept intact.
17.1These terms and every booking made under them are governed by the law of Portugal.
17.2Any dispute that is not resolved under clause 14 will be heard by the courts of Lisbon. If you are a consumer resident in another EU member state, nothing in this clause deprives you of the protection of the mandatory consumer laws of your country of residence or of your right to bring proceedings there.
17.3If any part of these terms is found to be invalid or unenforceable, the rest continues to apply.
18.Changes to these terms
Which version applies to you, and how we tell you when it changes.
18.1We may update these terms from time to time. The version on this page, with its effective date, is the current one. The version in force when we confirmed your booking is the one that applies to it, which is why we suggest you keep a copy.
18.2A change that materially affects a booking already confirmed will not be applied to that booking without your agreement.
