Terms & Conditions

1.1 Scope of Services & Operational Coverage

Transfer Pro Madrid operates official VTC and private chauffeur transfer services across Madrid and national routes throughout Spain. Our operational capabilities include:

• Direct transfers to and from Adolfo Suárez Madrid-Barajas Airport (MAD) across all passenger terminals (T1, T2, T3, T4, and T4S) as well as the Executive Aviation Terminal.
• Station transfers connecting Madrid’s high-speed train hubs: Atocha and Chamartín-Clara Campoamor.
• Corporate roadshows, institutional travel, and by-the-hour chauffeur disposal services.
• Long-distance point-to-point journeys connecting Madrid with major cities in the Iberian peninsula.

1.2 Reservations, Pricing and Payment Terms

Reservations may be initiated via our official digital reservation platform or directly through our VIP concierge dispatch desk via WhatsApp or corporate email. Confirmation is formalized once payment authorization is verified.

We accept major international credit and debit cards (Visa, Mastercard, American Express) processed through the certified 3D-Secure platform Stripe, as well as pre-authorized corporate bank transfers.

1.3 Modifications, Cancellations & Passenger Responsibility

Following booking confirmation, an electronic voucher containing your reservation code, flight tracking parameters, and vehicle class will be issued. It is the passenger’s or booking agent’s obligation to verify the accuracy of all booking parameters:

• Exact pick-up date, time, and timezone.
• Detailed origin and destination addresses (including specific airport terminal or hotel lobby).
• Commercial airline and flight number for real-time telemetry monitoring.
• Reachable passenger mobile contact number during transit.
• Accurate passenger count and luggage volume.

1.4 Courtesy Waiting Times & No-Show Policy

Airport Pick-ups (Madrid-Barajas MAD): We integrate live flight tracking software. Our complimentary waiting window begins when the aircraft wheels touch down. Passengers receive 60 minutes of complimentary waiting time to disembark, pass border control, and retrieve luggage.

City, Hotel, and Train Station Pick-ups: Transfers originating from residences, hotels, or railway stations include a 20-minute complimentary courtesy window from the requested departure time.

Excess Waiting & No-Show: If passengers require additional waiting time, it may be arranged subject to the chauffeur’s schedule at €120/hour (billed in 30-minute intervals). If the courtesy period elapses without contact or response from the client, the reservation will be declared a “No-Show” with 100% forfeiture of the service cost.

1.5 Refund Disbursement

All approved refunds are remitted strictly via the original payment channel (same credit card or bank account used at checkout). While Transfer Pro Madrid initiates approved refunds within 48 business hours, clearance times may vary depending on the card issuer (typically 3 to 7 business days).

1.6 Force Majeure & Limitation of Liability

Transfer Pro Madrid shall not be liable for service disruptions, delays, or failures arising from circumstances beyond our reasonable control (Force Majeure), including but not limited to severe meteorological phenomena, road blockades, unauthorized airport access restrictions, sudden civil demonstrations, strikes, or major highway collisions caused by third parties.

In any event, our total contractual liability for any proven direct delay or breach attributable solely to our gross negligence shall be strictly capped at the total amount paid for the specific transfer. We cannot accept liability for missed commercial flights where the passenger scheduled inadequate advance buffer time.

1.7 Luggage Capacity & Passenger Code of Conduct

Passengers must ensure their luggage volume matches the selected vehicle class (Mercedes-Benz E-Class, S-Class, or V-Class Extra Long). Overweight, hazardous, or oversized cargo (such as golf sets, musical equipment, or bicycles) must be declared during reservation. We reserve the right to decline luggage exceeding the vehicle’s safe cargo load rating.

Conduct & Safety: Smoking (including electronic cigarettes) and consumption of illicit substances are strictly prohibited inside our vehicles. Chauffeurs possess full legal authority to terminate a journey immediately if a passenger endangers driving safety or behaves abusively.

1.8 Governing Law and Madrid Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of Spain. The parties agree to submit any dispute, difference, or claim arising out of or in connection with these Terms to the exclusive jurisdiction of the Courts and Tribunals of the City of Madrid, Spain.