Terms and Conditions
ABOUT US
Jam Transfer offers services as an agent for contracting of private transfers for an individual or groups, through its website.The only Jam Transfer responsibility is as a mediator for the parties concerned - customers (hereinafter referred as passenger, client or customer) and suppliers (hereinafter referred to as a driver, transfer service supplier or supplier).
GENERAL PROVISIONS
GENERAL PROVISIONS
By making a booking with us, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
- consents to our use of personal data in accordance with our Privacy Policy and is authorized on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities); and is over 18 years of age;
- accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Transfer implies the transport of at least one passenger from the pickup point to the drop-off point of a journey. Pick-up point of a transfer can be a terminal - air, marine, railway or bus. The second point of transfer should be one of the destinations from our list, with an exact address. If the pick up location is not listed in our booking system, client is supposed to made a custom transfer request (see chapter 6). Custom transfer request is subject of special terms and conditions that will be submitted to customers along with the offer.
All passengers are advised to have adequate travel insurance prior to booking.
After entering into a contractual obligation with Jam Transfer, we will handle all necessary formalities to arrange the transfer service. Such contract will be considered confirmed once the transfer service supplier accepts the transfer request and notifies Jam Transfer customer by an email confirmation.
VEHICLE DESCRIPTION AND STANDARDS
Transfers can be provided with the following vehicles: sedan, minivan, minibus and bus. All prices are per vehicle.
Standard vehicle: up to 9 years old vehicle, any vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite
Service: meet & greet, help with luggage, music on request
Premium vehicle: up to 5 years old vehicle,middle/high class vehicle model, clean & safe
Equipment: air condition, audio
Driver: neat & polite, English speaking driver
Service: meet & greet, help with luggage, music on request
First class vehicle: up to 3 years old vehicle,middle/high class vehicle model, clean & safe
Equipment: air condition, audio, leather or high quality seat, free WiFI,
Driver: neat & polite, English speaking driver, suite and tie
Service: meet & greet, help with luggage, music on request, bottle of water, snacks or chocolates or candies, daily news or magazines, umbrella in case of snow.
ONLINE BOOKING PROCEDURE
A person who makes a reservation must be over 18 and have a valid credit / debit card.
Reservation is supposed to be made at least 48 hours before the time of the transfer. As an exception, transfer can be booked in less than 48 hours, through custom transfer request, special terms and conditions will be applied. (see chapter CUSTOM TRANSFER REQUEST)
Transfer is supposed to be booked online, by filling all the necessary details.
A person who enters the data is responsible for their validity. Jam Transfer holds no responsibility for incorrectly entered or wrong information.
A person who enters the data in front of the group accepts the Terms and Conditions in the name of the group.
People with special needs such as disabled people with wheelchairs are obligated to specify that in a reservation form in order to ensure an appropriate vehicle. In this case the price may be higher.
Booking is completed when a customer receives an email confirmation with a reservation code. A Customer is obligated to check all data provided in the confirmation. If any irregularities are noticed on the received confirmation, the customer must inform the Customer Service in written form, by sending an email to info@jamtransfer.com. Please note that successful booking does not mean confirmed reservation.
Reservation is confirmed and legally binding when a customer receives drivers confirmation with necessary details, only then reservation will be considered as valid. If a reservation is not accepted and the payment is completed, the full amount will be returned within 45 days.
PRE-BOOKED EXTRA STOP
During the booking process you are given the opportunity to pre-book extra stops if you need to collect and drop off keys or if your group will be split between more than one accommodation address. The extra stop address must be located in the same destination as your principal accommodation address. Prices for this type of service are formed based on your requirements and you will receive them in direct contact with the Custom Support service.
CUSTOM TRANSFER REQUEST
Custom transfer requests can be used, if a customer is unable to book a transfer service online directly.
Custom transfer request refers to a request for a special transfer service that should be sent by email in written form, directly to the Customer Support Service.
Custom transfer requests can be subjected to special terms and conditions that will be submitted to customers along with the offer.
LUGGAGE
Each passenger is permitted to bring the standard suitcase 158 cm (the sum of the length, height and width) or travel bag, and one piece of hand luggage (total of two pieces of luggage). Luggage must be properly marked with the name and surname of a passenger.
Additional luggage is extra charged, prices are listed in a booking form. Customers are required to provide accurate information about the additional luggage on the booking form.
The Driver is not obligated to transport any luggage that was not declared in the reservation if there is not enough room in the vehicle.
The driver is not responsible for the content of the luggage. Neither transfer service supplier nor any of its contracted or subcontracted drivers will accept responsibility for loss or damage of the luggage. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times, if accompanying the luggage on the journey.
It is highly recommended not to transport fragile or valuable objects (jewelry, money, precious metals, valuable documents, etc.) as they might be damaged during the transfer service.
In the case of luggage damage or loss, Jam Transfer can not be held liable under any circumstances, as the transport of luggage and other personal items is done solely to the customers' risk. Such a type of risk should be covered by private insurance purchased by the customer before departure.
CHILDREN ON TRANSFER
Children under 12 cannot use our service unless they are accompanied by an adult. Children from 12 to 18 years must have a written permission of a parent or a legal guardian.
When the customer is traveling with minors, Jam Transfer must be informed about it and if necessary, they must be transferred using a child / baby seat, as regulated by laws of the country in which the service is provided.
Seats for infants are extra charged (baby (0-1 year old), child (1-5 year old), booster (5-12 year old)) Since the children’s seat takes up one seating place in a vehicle, the child counts as an adult passenger
When the service is provided with a minibus/bus, there is no possibility of adding a child/baby/booster seat.
If Jam Transfer is unable to provide the requested seats, the customer will receive a refund for seats which are not provided.
CONTACT PROCEDURES
During the booking process, as well as after the provided service, only emails are considered to be a valid form of communication.
Accuracy of provided data is of crucial importance for a contracted transfer, especially correct email address and available contact phone.
Customer is required to contact the driver or Jam Transfer Customer Service if there is any problem that prevents him/her to arrive to the meeting point.
PAYMENT METHOD
Acceptable payment methods are:
1. Online via credit/debit card
2. Cash
3. Online and cash
1. Online via credit/debit card
2. Cash
3. Online and cash
NOTE: All payment methods except cash payment may be subject to additional transaction costs (banking costs, online commission costs).
NOTE : When booking payment method is cash, we need to be able to reach you (via phone call, email etc) several days in advance to the scheduled pick up date. In case we want to confirm the validity of your reservation and we are not able to contact you by phone or email, we reserve the right to cancel your reservation.
TRANSFERS
Airport transfers - After landing, customers have 20 minutes for luggage collection. If after 20 minutes customer is not at the meeting point, he is supposed to contact the driver.
Driver is obligated to wait for a maximum of 60 minutes (just in case of flight delays, all other reasons include contacting the phone number). Waiting longer than 60 minutes will be considered as an additional cost for the driver, which will be charged on the spot.
Driver is supposed to wait for the customer at the meeting point, with a board with customer's name on it.
Customers are required to show booking confirmation to the driver before boarding a vehicle, along with a valid document that proves customer's identity (identity card, passport, driving license). The voucher can be printed out or presented to the supplier on some digital device (mobile phone, tablet, laptop).
If the customer is not able to find a driver at the agreed spot, the customer must contact our Call Center emergency phone number provided in the booking confirmation or driver directly on the phone number provided on the driver's confirmation. In the case of a dispute, a record of phone calls provided by Jam Transfer telephone service supplier shall be used as a proof.
If the driver is unable to access the indicated pick up address, the customer must come to the closest possible accessible location. In such a case transfer costs will remain the same and there will be no partial or total reimbursement.
The money will not be refunded in cases where the passengers do not wait for their driver and take alternative transport.
Other transfers - This type of the transfer is used in situations when the starting or ending point of transfer is not an airport, but any other address in a city, village, resort etc.
The driver is supposed to wait for the client on an agreed address, maximum 10 minutes after pick-up time.
Combined transfers - Combined transfers involve a combination of the following types of transportation: vehicle, ferry, water taxi, airplane etc.
Prices include both means of transportation.
When transfer includes a ride from the airport to the island, it will be provided with one vehicle from the airport to the ferry port and with the ferry to the island. When the passenger arrives at the island, he will be transported with another vehicle to the final drop-off address.
In situations when the customer requires one car from the airport to the address on the island, the price of the transfer will increase.
www.jamtransfer.com reserves rights to provide different types of vehicle in the same class and categories (sedan, minivan, minibus or bus) in any moment, due to unavailability, force majeure, according to the number of passengers.
FORCE MAJEURE
JamTransfer will not accept liability and will not pay any compensation where the performance of our obligations or the Transfer provider’s obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.
CHANGES
Each requested change regarding transfer booking details must be sent in written form, by an email to info@jamtransfer.com. Reservation code needs to be clearly stated in each request. All of the following changes are subject to the driver's confirmation and availability: transfer date, time, address (route), number of passengers and luggage. Both Jam Transfer and driver reserve the right to cancel the booking if requested change can not be confirmed. From the moment when the contract becomes legally binding, the Customer is obliged to inform our Customer Service Support of any incorrect transfer details in a time period not less than 24 hours prior to the Transfer Service pick up.
First change will be free of charge. Additional modifications are subject to a EUR 15 administration fee, which must be paid at least 24 hours before your first scheduled transfer. The following changes are subject of an extra cost, on the spot, needs to be paid in cash:
- additional luggage which is not in accordance with our Terms and Conditions
- special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.
- extra passenger(s), if the Customer Service Support was not informed about the change
- changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.
- unplanned stops during the transfer
- additional pick-up or drop-off address not stated in the transfer booking.
We are not obligated to approve any kind of change request within 24 h until the time of the transfer, due to our schedule. This may result in the cancellation of the transfer and you will not be entitled to a refund.
CANCELLATION BY YOU
Every cancellation needs to be requested in written form and sent to info@jamtransfer.com. Reservation code has to be clearly stated in each cancellation request. Cancellation requested over the phone call or via online chat support will not be taken into consideration.
Cancellation fees will be applied in following situations:
- if transfer is about to be canceled 36 hours and more before the transfer time, Jam Transfer will refund 90 % of total transfer price(Handling fee 10%)
- if the transfer is about to be canceled 35 hours and 59 minutes and less prior to the transfer time, Jam Transfer will keep the prepaid amount and refund will not be processed.
Refund process will not be executed for cancellations received less than 36 hours before the scheduled transfer time. In these situations, we will email you a cancellation note that can be used in order to settle the costs from your tour operator, airline or travel insurance company.
If the reservation is canceled after having previously realized two modifications you will be subject to a EUR 15 administration charge.
In case of no-show (client does not show up for a scheduled transfer on time) Jam Transfer reserves the right to charge the total amount of transfer price. If the amount prepaid is less than the total amount of the booked transfer, Jam Transfer reserves the right to charge the total amount of the transfer price.
CHANGES AND CANCELLATION BY US
There may be rare instances in which we need to cancel your booking due to unforeseen circumstances. Reasons for this may be Force Majeure, such as weather disasters, strikes and other unforeseen external circumstances that we are unable to predict or control; technically, such as a vehicle failure that we cannot replace in time, or organize and similar. In these cases, we will inform you of your cancellation as soon as possible and issue an immediate and full refund for the service not provided. We will not, however, be liable for any further costs that may arise from the cancellation of your service.
COMPLAINTS
If the service you received from the Transport Operator does not meet your expectations, this must be immediately reported to our Customer Service and, if possible, at the moment the problem occurs.In that case maybe, there is a possibility that we may intervene immediately or provide help in another way.
All claims or complaints related to a particular transfer service must be send in writing to complaints@jamtransfer.com, no later than 28 days after the service has been performed.
Jam Transfer will respond to each complaint as soon as we receive relevant evidence and driver reports.
In the event that the transfer service has not been provided, Jam Transfer is obliged to make a refund of the prepaid amount, in full.
Jam Transfer will not consider any verbal agreement between the client and the driver. Verbal agreements must be confirmed subsequently in written form (e-mail), otherwise will not be considered as valid.
JamTransfer will not accept liability and will not pay any compensation where the performance of our obligations or the Transfer provider’s obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.
CHANGES
Each requested change regarding transfer booking details must be sent in written form, by an email to info@jamtransfer.com. Reservation code needs to be clearly stated in each request. All of the following changes are subject to the driver's confirmation and availability: transfer date, time, address (route), number of passengers and luggage. Both Jam Transfer and driver reserve the right to cancel the booking if requested change can not be confirmed. From the moment when the contract becomes legally binding, the Customer is obliged to inform our Customer Service Support of any incorrect transfer details in a time period not less than 24 hours prior to the Transfer Service pick up.
First change will be free of charge. Additional modifications are subject to a EUR 15 administration fee, which must be paid at least 24 hours before your first scheduled transfer. The following changes are subject of an extra cost, on the spot, needs to be paid in cash:
- additional luggage which is not in accordance with our Terms and Conditions
- special luggage not mentioned in the booking: skis, golf bags, musical instruments, baby stroller, pets, etc.
- extra passenger(s), if the Customer Service Support was not informed about the change
- changes caused due to unforeseen circumstances affecting the change of route and travel time: snowdrifts, floods, landslides, earthquakes and other natural disasters, traffic jams, etc.
- unplanned stops during the transfer
- additional pick-up or drop-off address not stated in the transfer booking.
We are not obligated to approve any kind of change request within 24 h until the time of the transfer, due to our schedule. This may result in the cancellation of the transfer and you will not be entitled to a refund.
Every cancellation needs to be requested in written form and sent to info@jamtransfer.com. Reservation code has to be clearly stated in each cancellation request. Cancellation requested over the phone call or via online chat support will not be taken into consideration.
Cancellation fees will be applied in following situations:
- if transfer is about to be canceled 36 hours and more before the transfer time, Jam Transfer will refund 90 % of total transfer price(Handling fee 10%)
- if the transfer is about to be canceled 35 hours and 59 minutes and less prior to the transfer time, Jam Transfer will keep the prepaid amount and refund will not be processed.
Refund process will not be executed for cancellations received less than 36 hours before the scheduled transfer time. In these situations, we will email you a cancellation note that can be used in order to settle the costs from your tour operator, airline or travel insurance company.
If the reservation is canceled after having previously realized two modifications you will be subject to a EUR 15 administration charge.
In case of no-show (client does not show up for a scheduled transfer on time) Jam Transfer reserves the right to charge the total amount of transfer price. If the amount prepaid is less than the total amount of the booked transfer, Jam Transfer reserves the right to charge the total amount of the transfer price.
CHANGES AND CANCELLATION BY US
There may be rare instances in which we need to cancel your booking due to unforeseen circumstances. Reasons for this may be Force Majeure, such as weather disasters, strikes and other unforeseen external circumstances that we are unable to predict or control; technically, such as a vehicle failure that we cannot replace in time, or organize and similar. In these cases, we will inform you of your cancellation as soon as possible and issue an immediate and full refund for the service not provided. We will not, however, be liable for any further costs that may arise from the cancellation of your service.
COMPLAINTS
If the service you received from the Transport Operator does not meet your expectations, this must be immediately reported to our Customer Service and, if possible, at the moment the problem occurs.In that case maybe, there is a possibility that we may intervene immediately or provide help in another way.
All claims or complaints related to a particular transfer service must be send in writing to complaints@jamtransfer.com, no later than 28 days after the service has been performed.
Jam Transfer will respond to each complaint as soon as we receive relevant evidence and driver reports.
In the event that the transfer service has not been provided, Jam Transfer is obliged to make a refund of the prepaid amount, in full.
Jam Transfer will not consider any verbal agreement between the client and the driver. Verbal agreements must be confirmed subsequently in written form (e-mail), otherwise will not be considered as valid.
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