Booking Conditions

Cancellation Policy

Transfer rides: Cancellations received at least 24 hours before the agreed pickup time are free of charge. For cancellations received less than 24 hours but at least 6 hours before pickup, we charge 50% of the agreed fare. For cancellations received less than 6 hours before pickup, and in the event of a no-show, we charge 100% of the agreed fare.

Hourly and daily bookings: Cancellations received at least 48 hours before the agreed start are free of charge. For cancellations received less than 48 hours but at least 24 hours before the start, we charge 50% of the agreed price. For cancellations received less than 24 hours before the start, and in the event of a no-show, we charge 100% of the agreed price.

The decisive point in time is the verifiable receipt of the cancellation by Platinum Shuttle (customer portal, e-mail or telephone); cancellations by telephone are confirmed in text form. If receipt falls exactly on a deadline boundary, the tier more favourable to you applies. For partial cancellations, the fee is calculated only on the scope of services actually cancelled.

Events, roadshows, bus bookings, multi-vehicle orders, brokered third-party services and other special bookings are exempt from this policy; the conditions agreed in the offer or order confirmation apply to them. You remain free to prove that a lower loss was incurred.

Changes Made as a Gesture of Goodwill

If you wish to change the date or time of a confirmed booking, we will always try to accommodate your request where capacity allows. There is no entitlement to a change. If the requested change is not possible, the cancellation terms applicable to the original booking remain in force.

Any expenses demonstrably saved will be deducted from a cancellation charge. You remain entitled to prove that no loss or a substantially lower loss was incurred.

No-Show Policy

Airport Pick-ups and Transfer Bookings

A no-show occurs if the passenger has not appeared by the end of the included waiting time, cannot be reached using the contact details provided and has neither contacted us nor requested an extension. The same applies if, at or after the agreed departure time, the customer expressly informs us that the passenger will not appear. A cancellation received before departure is assessed according to the cancellation periods above.

Hourly Bookings

For hourly and full-day bookings, a no-show is assessed according to the same criteria. Once a no-show has been established, Platinum Shuttle is no longer required to keep the chauffeur and vehicle available for the remainder of the booked period.

Waiting Time Policy

Airport Pick-ups

We automatically monitor the flight number provided and adjust the pick-up time to the actual landing time. A flight delay before landing does not count as waiting time.

The first 45 minutes after the actual landing time are included. Additional waiting time is billed in commenced 30-minute increments at the rate agreed for the booked vehicle class.

Transfer Bookings

The first 15 minutes are included. Additional waiting time is billed in commenced 30-minute increments at the rate agreed for the booked vehicle class.

Hourly Bookings

Your chauffeur remains available until the end of the booked period. Subject to availability, the booking may be extended in full hours at the hourly rate agreed for the vehicle class.

Extra Time Policy

Transfer Bookings

Additional waiting time is billed in commenced 30-minute increments at the rate agreed for the booked vehicle class.

Hourly Bookings

Subject to availability, extensions are available in full hours and are billed at the hourly rate agreed for the booking.

Special Requests & Additional Services

• Additional services (e.g. excess luggage, intermediate stops, language requirements) are not guaranteed and may incur additional charges.
• Please contact our customer service in advance.
• Bookings on behalf of third parties: The person making the booking remains responsible for all additional costs.

Trips Outside the Service Area

Any route-related surcharges, such as tolls or additional return journey costs, will be shown in the quotation or agreed with you before the journey.

Vehicle Classes

• The confirmed passenger and luggage capacities of the booked vehicle class must be observed.
• If the confirmed vehicle class is unavailable at short notice, Platinum Shuttle may provide an equivalent or higher vehicle class at no additional charge.
• Vehicle images illustrate the respective class. A specific model or vehicle is only guaranteed if expressly confirmed in writing.

Refusal of Service in Case of Unlawful Use

Platinum Shuttle may refuse or discontinue a service where there are concrete indications of unlawful use or where its performance would endanger passengers, the chauffeur, the vehicle or third parties.

Obligations of the User and Passenger

Pick-up and Arrival Times

Planned arrival times are estimates. Safety always takes priority. Platinum Shuttle is not responsible for delays caused by circumstances outside its control, in particular traffic congestion, road closures, police or official measures, accidents not caused by Platinum Shuttle, severe weather or comparable events. Statutory liability for intent and gross negligence and for injury to life, body or health remains unaffected.

Prevention of Transport by the User

If the service cannot be performed because essential information provided by the customer is missing or incorrect and the customer cannot be reached despite reasonable attempts, the applicable cancellation and no-show terms apply. Any additional costs actually incurred may be charged where the customer is responsible for them.

Conduct in the Vehicle

Smoking is prohibited, seat belts are mandatory and the vehicle must be treated with care. Platinum Shuttle may discontinue the journey in the event of unlawful conduct, a significant disturbance or a risk to persons or property, where possible after a prior warning. The agreed price remains payable after deduction of demonstrably saved expenses. Claims for culpably caused damage remain unaffected.

Duty of Care

Passengers must exercise the required care when entering, exiting and using the vehicle. Anyone who culpably damages or excessively soils the vehicle is liable in accordance with statutory law. This also applies to damage caused by luggage or other personal belongings, including scratches to trim, seats or the centre console. The recoverable loss may include the necessary repair or special cleaning costs and any demonstrable loss of use; normal wear and tear is excluded.

Last updated: July 2026