General Terms & Conditions

I. Scope and Contracting Party

These General Terms and Conditions apply to contracts for chauffeur-driven passenger transport and related services concluded with Platinum Shuttle Chauffeurservice, owner Kay Schaller (hereinafter "Platinum Shuttle"). They apply to enquiries and bookings made through the website, customer portal, app, by email or by telephone.

The version provided to the customer when the contract is concluded applies. Individually agreed terms in a quotation or order confirmation take precedence over these Terms. Later amendments do not affect existing bookings unless expressly agreed.

II. Enquiry, Quotation and Conclusion of Contract

An enquiry or booking request is initially non-binding unless it is expressly identified as a binding booking. An automated confirmation of receipt does not constitute acceptance. Platinum Shuttle may respond with a quotation or an order confirmation.

A contract is concluded when the customer accepts a quotation within its validity period or when Platinum Shuttle confirms a binding order. Changes or additions become part of the contract only after confirmation by Platinum Shuttle in text form.

No registration is required. The customer portal is an optional service and may use one-time access codes. Customers must provide complete and correct information and must be legally competent or duly authorised to act for the person or company making the booking.

III. Scope of Services and Cooperation Partners

The scope of the service is determined by the quotation or order confirmation, including the route, time, vehicle class and any agreed additional services. Vehicle images illustrate a class; a specific model or vehicle is only owed if expressly confirmed in text form. An equivalent or higher vehicle class may be provided at no additional charge.

Platinum Shuttle may use carefully selected cooperation partners to perform chauffeur services. In such cases, Platinum Shuttle remains the customer’s contracting party and is responsible for the cooperation partner as its performing agent in accordance with statutory law.

Where a service is expressly identified in the quotation as a separately brokered third-party service, the contract for that service is concluded directly with the named provider. Platinum Shuttle then owes the proper brokerage and coordination, but not the third party’s service itself. The provider’s availability and terms apply.

IV. Customer and Passenger Obligations

• The customer must provide all information required for performance, in particular correct contact, pickup, destination, flight and passenger details, and must communicate relevant changes without delay.
• Confirmed passenger and luggage capacities must be observed. Special luggage, child seats, accessibility requirements and other special requests must be agreed in advance.
• Passengers must follow statutory safety requirements and reasonable instructions from the chauffeur. Unlawful use and conduct that endangers people, the vehicle or third parties are prohibited.
• Access codes and customer portal links must be protected against unauthorised use. Suspected misuse must be reported to Platinum Shuttle without delay.

V. Prices, Payment and Additional Services

The price stated in the quotation or order confirmation is decisive. Prices shown to consumers include statutory value added tax. Prices expressly designated for business customers as net prices are subject to statutory value added tax.

Waiting time, extensions, route changes, additional stops, parking, tolls and other additional services are charged only where agreed, requested by the customer or caused by circumstances within the customer’s responsibility. The applicable calculation is set out in the quotation, order confirmation or Booking Conditions.

Invoices are generally issued electronically and are payable by the due date stated on the invoice. Agreed advance payment or payment security requirements remain unaffected. In the event of default, the statutory provisions apply.

VI. Cancellations, Changes and No-Show

The cancellation terms included in the quotation or order confirmation and provided when the contract is concluded apply. The currently published standard policy can be viewed in the Booking Conditions. For a specific booking, the version recorded when the contract was concluded remains decisive. Individually agreed cancellation terms for events, roadshows, coach bookings, multi-vehicle orders, brokered third-party services and other special bookings take precedence.

The verifiable receipt of a cancellation through the customer portal, by email or by telephone is decisive. Telephone cancellations are confirmed in text form. Changes are subject to availability and require confirmation by Platinum Shuttle. Any demonstrably saved expenses are deducted; the customer remains free to prove that no loss or a substantially lower loss was incurred.

To the extent that the contract concerns the carriage of passengers, there is no statutory right of withdrawal pursuant to Section 312(8) of the German Civil Code (BGB); the agreed cancellation terms apply instead. Statutory provisions remain unaffected for separately brokered services that do not constitute passenger transport.

VII. Waiting Times and Delays

Included waiting times, the definition of a no-show and the billing of additional waiting time or extensions are governed by the Booking Conditions and any individual agreement.

Planned travel and arrival times are estimates. Safety always takes priority. Platinum Shuttle is not responsible for delays caused by circumstances outside its control, including traffic congestion, road closures, police or official measures, accidents not caused by Platinum Shuttle, severe weather or comparable events.

VIII. Liability and Force Majeure

Platinum Shuttle has unlimited liability for intent and gross negligence, for injury to life, body or health, under mandatory statutory liability and where a guarantee has expressly been assumed.

In cases of slight negligence, Platinum Shuttle is liable only for breach of a material contractual obligation whose fulfilment is essential to proper performance and on which the customer may regularly rely. Liability is then limited to the foreseeable loss typical for the contract. The preceding limitations also apply to legal representatives and performing agents.

If performance is temporarily prevented or permanently impossible due to force majeure or another event for which neither party is responsible, the statutory provisions apply. Platinum Shuttle will inform the customer as soon as reasonably possible and will endeavour to offer a suitable alternative.

IX. Conduct and Damage to Vehicles

Smoking is prohibited, seat belts are mandatory and vehicles must be treated with care. Platinum Shuttle may refuse or discontinue a service in the event of unlawful conduct, a significant disturbance or danger to persons or property, where possible after a prior request to remedy the situation. The agreed price remains payable after deduction of demonstrably saved expenses.

Anyone who culpably damages or excessively soils a vehicle is liable in accordance with statutory law. This includes damage caused by luggage or personal belongings, in particular scratches to trim, seats or the centre console. Recoverable loss may include necessary repair or special cleaning costs and demonstrable loss of use; normal wear and tear is excluded. If the customer is not the passenger, the customer is liable only to the extent that the passenger’s conduct is attributable to the customer under statutory law or the customer has breached an obligation of their own.

X. Data Protection

Information on the processing of personal data is available in the Privacy Policy.

XI. Applicable Law and Jurisdiction

German law applies. For consumers, this choice of law does not deprive them of mandatory protections under the law of the country in which they have their habitual residence. The UN Convention on Contracts for the International Sale of Goods does not apply.

Berlin is agreed as the place of jurisdiction only for merchants, legal entities under public law and special funds under public law, and in other cases where such an agreement is legally permissible. Otherwise, the statutory places of jurisdiction apply.

If a provision is or becomes invalid, the statutory provision takes its place. The validity of the remaining provisions remains unaffected.

XII. Provider Information

Last updated: July 2026