Terms and Conditions

These General Terms and Conditions (GTC) apply to all contracts for passenger transport (in particular airport transfers and chauffeur rides) concluded between Transfer511, Zentmarkweg 39, 60489 Frankfurt am Main (for provider details see the Legal Notice) – hereinafter “Transfer511” or “we” – and the customer.

The customer is the person who books the ride. Passengers are all persons transported; the customer ensures that their fellow travellers comply with these GTC.

Transport is provided as licensed hire-car transport (Mietwagenverkehr) pursuant to Section 49 of the German Passenger Transport Act (PBefG). In addition, the statutory provisions apply, in particular the German Civil Code (BGB), the PBefG, the Ordinance on the Operation of Motor Vehicle Undertakings in Passenger Transport (BOKraft) and the German Road Traffic Regulations (StVO).

Deviating terms and conditions of the customer apply only if we expressly agree to them in writing. Individual agreements (e.g. by email or WhatsApp) take precedence over these GTC.

Bookings can be made via our website, by phone, via WhatsApp or by email.

The presentation of vehicle classes and prices on the website does not yet constitute a binding offer. After entering the ride and contact details, the customer sees an overview with all details and the total price and can correct errors before submitting. By clicking “Book with obligation to pay” or by completing the online payment, the customer submits a binding offer for transport. The contract is concluded when we confirm the booking by email (booking confirmation) or expressly by phone or via WhatsApp.

We may decline a booking without giving reasons, e.g. if no suitable vehicle is available. In this case, we will refund any payments already made in full.

The customer is obliged to check the booking confirmation for accuracy and to report any errors without delay.

When booking, the customer must provide complete and correct information, in particular:

• name, email address and a mobile number at which they can be reached during the ride
• exact pick-up and destination address, pick-up date and time
• number of passengers, suitcases and hand luggage as well as special luggage (e.g. pushchairs, sports equipment, wheelchairs)
• for airport pick-ups: the flight number
• required child seats or booster seats

The maximum number of passengers and amount of luggage depends on the vehicle class booked. If there are significantly more persons or significantly more luggage than stated and the vehicle is therefore insufficient, transport may be refused in whole or in part (see § 8).

You can find out how we process your data in our Privacy Policy.

The fixed price displayed or confirmed at the time of booking applies, in euros including statutory VAT. It covers the ride on the booked route including booked stopovers, luggage within the limits of the vehicle class, ordered child seats and the free waiting times pursuant to § 5. Traffic-related detours, traffic jams or roadworks do not result in any surcharge.

For an outbound and return trip, each ride is calculated separately; the total price is displayed at the time of booking.

Additional costs arise only if the customer requests or causes services beyond the booking, in particular:

• additional stopovers not booked or detours at the customer’s request – based on the additional kilometres according to our price scale
• waiting time beyond the free waiting time – €15 per 15 minutes or part thereof
• exceptional soiling of the vehicle – actual cleaning costs (see § 10)

• Airport pick-up: We track the flight using the flight number provided. The waiting time begins with the actual landing. After landing, we wait 60 minutes free of charge.
• All other pick-ups: We wait 15 minutes free of charge from the agreed pick-up time.
• Flight delay: If the flight number has been provided, we adjust the pick-up to the actual landing time – even in the event of a longer delay, provided our scheduling permits. In the event of delays of more than 3 hours, cancellation or diversion, we will coordinate with the customer; if a pick-up is no longer possible, the customer will not incur any costs.
• The driver will contact the passenger via the mobile number provided shortly before or after arrival and give the meeting point.
• No-show: If the passenger does not appear after the free waiting time has expired and cannot be reached by phone, the driver may leave the waiting point. We may then charge the agreed fare less any expenses saved (Section 648 BGB). The customer remains entitled to prove that we have incurred no loss or a lower loss.

For rides to the airport, the customer determines the pick-up time. They should allow sufficient buffer time for traffic and check-in; we are happy to advise. We are not liable for missed flights due to a pick-up time chosen too tightly.

Changes (e.g. pick-up time, address, vehicle class, number of passengers) can be made via the link in the booking confirmation, by phone or via WhatsApp. Changes are free of charge up to 4 hours before pick-up; we will implement changes at shorter notice where possible.

If the change alters the route, the type of trip or the vehicle class, the price will be recalculated and communicated to the customer in advance.

• Up to 4 hours before the agreed pick-up time: free of charge. We will refund any amounts already paid online in full via the original payment method.
• Less than 4 hours before the pick-up time or no-show: We may charge the agreed fare, but must deduct what we save in expenses as a result of the cancellation or acquire through another ride (Section 648 BGB). The customer remains entitled to prove that we have incurred no loss or a significantly lower loss.

Cancellations can be made via the link in the booking confirmation, by email to info@transfer511.com, by phone or via WhatsApp. The time of receipt by us is decisive.

We may refuse or terminate transport even after confirmation if

• there are significantly more passengers or significantly more luggage than stated and the vehicle is insufficient or not licensed for this,
• the necessary child seats for accompanying children were not specified in advance and no suitable seats are available,
• passengers are noticeably under the considerable influence of alcohol or drugs, behave aggressively or abusively or endanger safety,
• carrying out the ride is impossible or unreasonable due to force majeure (e.g. severe weather, road closures, official orders).

In the first three cases, we may charge the agreed fare less any expenses saved; the customer remains entitled to prove that we have incurred no loss or a lower loss. In the event of force majeure or if we cancel a ride for reasons for which we are responsible, we will refund any amounts already paid in full and endeavour to find an alternative solution.

The following payment methods are available:

• To the driver: in cash or by card directly in the vehicle, due at the end of the ride
• Online in advance: via PayPal or credit card (via Stripe), due at the time of booking
• On account: only for business customers by prior arrangement; payable within 14 days without deduction

Payments are made in euros. On request, the customer will receive an invoice by email, also with a different billing address. We do not charge any surcharges for the payment methods (Section 270a BGB).

• The driver’s instructions must be followed insofar as they serve safe transport (Section 14 BOKraft).
• All passengers must wear their seat belts during the ride (Section 21a StVO).
• Smoking (including e-cigarettes) is not permitted in the vehicle. Food and drinks only by arrangement.
• Animals only by prior arrangement and in suitable transport boxes (assistance dogs excepted).
• Dangerous or prohibited items may not be carried.
• The customer is liable for culpably caused damage to or exceptional soiling of the vehicle; we will charge the cleaning or repair costs actually incurred.

We provide child seats (for children weighing 0–18 kg) and booster seats (15–36 kg) free of charge, provided they are specified at the time of booking. Up to 2 seats per booking can be selected online; further seats on request.

Children up to their 12th birthday who are shorter than 150 cm may only be transported in a hire car with a suitable, officially approved child restraint system (Section 21 StVO). Without a suitable seat, transporting these children is not permitted. Minors under the age of 16 travel only when accompanied by an adult, unless otherwise agreed in advance.

The carriage of luggage within the limits of the booked vehicle class is included in the price. Valuables, cash, documents and medication should be carried in hand luggage.

We keep items left in the vehicle and inform the customer. They will be returned by arrangement; the customer bears any shipping or travel costs.

We are liable without limitation for damage resulting from injury to life, body or health and for damage caused by intent or gross negligence. Liability under mandatory statutory provisions, in particular the Passenger Transport Act, the Road Traffic Act and the Product Liability Act, remains unaffected.

For damage to property carried by the passenger, we are liable in cases of slight negligence up to an amount of €1,000 per person transported (Section 23 PBefG). Liability for personal injury to passengers under the Road Traffic Act cannot be excluded (Section 8a StVG).

In the event of a slightly negligent breach of material contractual obligations (obligations whose fulfilment makes the proper performance of the contract possible in the first place and on which the customer may rely), liability is limited to the foreseeable damage typical of the contract. Otherwise, liability for slight negligence is excluded.

We are not liable for delays due to circumstances for which we are not responsible (e.g. unforeseeable traffic jams, accidents, road closures, weather). We recommend choosing the pick-up time with sufficient buffer.

Pursuant to Section 312 BGB, there is no statutory right of withdrawal for contracts for the transport of persons – not even when booking via the website, by phone or via WhatsApp. This does not affect free cancellation pursuant to § 7.

We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board (Section 36 VSBG). If you have any problems, please contact us directly – we will find a solution together.

The law of the Federal Republic of Germany applies. In relation to consumers, this choice of law applies only insofar as it does not deprive the consumer of the protection afforded by mandatory consumer protection provisions of the state in which the consumer has their habitual residence.

If the customer is a merchant, a legal entity under public law or a special fund under public law, the place of jurisdiction is Frankfurt am Main.

The language of the contract is German. Should any provision of these GTC be invalid, the validity of the remaining provisions remains unaffected.