Terms & Conditions

1. Company identification

ACE Transfers is a trade name of Murta Ruivo - Transportes Rodoviários de Passageiros, Unipessoal Lda, with registered office at Rua de Leopoldo de Almeida, N.º 34 - 3.º Direito, 2725-357 Sintra, Portugal, tax number (NIF) 506581845, hereinafter referred to as “ACE Transfers”, “ACE”, “we” or “the company”.

ACE Transfers provides private passenger transport services in Portugal, the material performance of which may be carried out by the company itself or by third-party professional carriers contracted by ACE Transfers.

ACE Transfers is responsible for organising and managing the bookings made through its channels, without prejudice to the material performance of the transport being entrusted to a duly authorised external carrier.

Contact: ACE Transfers — trade name of Murta Ruivo - Transportes Rodoviários de Passageiros, Unipessoal Lda; NIF 506581845; Rua de Leopoldo de Almeida, N.º 34 - 3.º Direito, 2725-357 Sintra, Portugal; Website: www.ace-transfers.com; E-mail: info@acetransfers.com. The e-mail address above is also used for customer support and for submitting complaints.

2. Purpose

These Terms and Conditions govern the use of the ACE Transfers website, the process of booking and contracting the services provided by ACE Transfers, and the rights and obligations of the parties in relation to each booking.

By completing a booking, the client declares that they have had access to these Terms and Conditions, that they have read them and that they accept them.

These Terms and Conditions are made available to the client before the booking is completed.

The specific conditions presented during the booking process, in the quote, in the confirmation or in the voucher form an integral part of the contract.

3. Services

ACE Transfers provides exclusively private passenger transport services, carried out between the point of origin and the point of destination indicated by the client.

The services may include, among others:

• airport → hotel or accommodation;
• hotel or accommodation → airport;
• airport → airport;
• station → hotel or accommodation;
• hotel or accommodation → station;
• port → hotel or accommodation;
• hotel or accommodation → port;
• other point A → point B routes within Portugal.

The service is private, unless expressly stated otherwise at the time of booking.

Through these services, ACE Transfers does not provide shared transport with other clients who are not part of the same booking.

4. External carriers

ACE Transfers may perform the services through professional external carriers, selected and contracted by ACE Transfers.

When an external carrier is used, it will be responsible for the material performance of the transport, including providing the vehicle and driver required for the service.

The use of an external carrier does not affect the rights of the client towards ACE Transfers arising from the contract entered into through the ACE Transfers platform.

ACE Transfers will seek to ensure that the carriers used are duly authorised to provide the services for which they are contracted and that they comply with the applicable legal and regulatory requirements.

ACE Transfers may replace the initially planned carrier with another suitable carrier whenever necessary to ensure the provision of the service.

5. Booking

The booking must be made through the ACE Transfers website or through another channel officially provided by the company.

To make a booking, the client must provide correct and complete information, including, where applicable:

• name of the person responsible for the booking;
• number of passengers;
• date of the service;
• estimated time;
• pick-up location;
• destination;
• flight number, where applicable;
• number and characteristics of special luggage;
• telephone contact;
• e-mail address;
• information regarding children or infants;
• information regarding a wheelchair or other special needs;
• other information necessary for the correct performance of the service.

The client is responsible for the accuracy of the data provided.

Incorrect or incomplete information may prevent or hinder the provision of the service.

6. Age and capacity to contract

The person making the booking must have the legal capacity to enter into the contract.

When a person makes a booking on behalf of several passengers, they declare that they have authorisation to contract the service and to provide the data necessary for its performance.

7. Booking confirmation

The booking will be considered confirmed once payment has been accepted and ACE Transfers has sent the client the corresponding confirmation or voucher.

The voucher may be sent by e-mail or made available by another suitable electronic means.

The client must check the booking details immediately after receiving the confirmation.

Any error must be reported to ACE Transfers as soon as possible.

The client must keep the booking confirmation until the service is completed.

8. Voucher

The voucher may contain, among other information:

• booking number;
• client name;
• number of passengers;
• date and time of the service;
• pick-up point;
• destination;
• flight information, where applicable;
• contact information;
• other information relevant to the performance of the service.

The client must follow the instructions contained in the voucher.

9. Price

The price presented to the client before the booking is completed corresponds to the price applicable to the service contracted and includes the taxes and charges that must legally be included.

The price may vary according to:

• route;
• date;
• time;
• number of passengers;
• type and capacity of the vehicle;
• special needs;
• special luggage;
• other relevant elements of the service.

Any additional costs relating to services requested later will be communicated to the client before they are accepted, whenever possible.

10. Payment methods

ACE Transfers offers, among others that may be added later, the following payment methods:

• debit card;
• credit card;
• MB WAY;
• PayPal.

Payment processing may be carried out through third-party payment service providers.

ACE Transfers will not have access to the full card details when these are handled directly by the respective payment provider, without prejudice to the information necessary to process the booking.

11. Changes to the booking

The client may request changes to the booking through the address info@acetransfers.com.

Changes may include, in particular:

• change of pick-up location;
• change of destination;
• change of contact details;
• change of the number of passengers;
• change of luggage information;
• change of other data relevant to the performance of the service.

ACE Transfers does not charge an administrative fee for changing a booking.

Changes are, however, subject to availability and to the conditions necessary for the safe performance of the service.

When a change entails a service substantially different from the one originally contracted and an additional cost for ACE Transfers or for the carrier, that cost may be communicated to the client before the change is confirmed.

12. Cancellation by the client

The client may cancel the booking through the address info@acetransfers.com.

12.1. Cancellation more than 48 hours in advance — When cancellation is requested more than 48 hours before the scheduled start time of the service, the client will be entitled to a refund of the amount paid, less any administrative fees.

12.2. Cancellation less than 48 hours in advance — When cancellation is requested less than 48 hours in advance, there will be no refund of the amount paid.

The previous rule does not apply in situations where ACE Transfers itself is unable to provide the service.

The relevant time for determining the cancellation deadline will be the mainland Portugal time corresponding to the scheduled start of the service, unless specifically stated otherwise.

13. Right of withdrawal

Transport services contracted for a specific date or period may be covered by legal exceptions to the general right of withdrawal provided for certain distance contracts.

Whenever a mandatory legal provision grants the consumer a right that cannot be excluded by these Terms and Conditions, that right will be respected.

Nothing in these Terms and Conditions is intended to exclude or limit consumer rights that legally cannot be excluded or limited.

14. Cancellation or change by ACE Transfers

ACE Transfers will seek to provide the service exactly under the confirmed conditions.

In exceptional circumstances, it may be necessary to change:

• the driver;
• the vehicle;
• the carrier;
• the exact meeting point, when there are operational or safety reasons.

Whenever the change does not substantially affect the contracted service, ACE Transfers may proceed with the substitution at no additional cost to the client.

If ACE Transfers is unable to provide the contracted service, it will seek, whenever possible, to provide a suitable alternative solution.

15. Flights

When the service has its origin or destination at an airport, the client must correctly provide the flight number whenever this is applicable.

ACE Transfers may use flight tracking systems to monitor changes to the scheduled times.

Flight tracking depends on the availability and reliability of the information provided by the external systems used.

The client must also inform ACE Transfers, as soon as possible, of any known change to their flight.

16. Flight delays

When the service is associated with a flight and the client has correctly provided the flight number, ACE Transfers will seek to track the flight and adapt the pick-up time to the actual arrival time.

ACE Transfers will reschedule the service at no additional cost when the flight is delayed, provided that the delay does not exceed 6 hours and that it is operationally possible to perform the service.

This adaptation will be carried out taking into account the new estimated arrival time and the availability required for the safe performance of the transport.

When the delay exceeds 6 hours, ACE Transfers will seek to find a suitable solution, but does not guarantee that the booking will be maintained under the same conditions.

If the flight delay results in a period exceeding 6 hours and the booking cannot be performed under the conditions initially contracted, the situation will be assessed by ACE Transfers in accordance with the specific circumstances and the applicable legislation.

17. Airport pick-ups

For airport pick-up services, a waiting period of 90 minutes is included, counted from the arrival time applicable to the service.

When there is a justification related to flight circumstances, passenger location, airport procedures or other reasonable circumstances, ACE Transfers may extend the waiting period.

After the waiting period, the driver or ACE Transfers will seek to contact the client through the number indicated in the booking.

The client must keep their telephone accessible.

When the client is not present and it is not possible to establish contact within a reasonable period, the service may be considered a no-show.

18. Pick-ups at other locations

For pick-ups that do not take place at airports, a waiting period of 15 minutes is included relative to the agreed time.

The passenger must be available at the location indicated in the booking at the agreed time.

After the waiting period, the driver or ACE Transfers will seek to contact the client.

When the client is not present and it is not possible to establish contact within a reasonable period, the service may be considered a no-show.

19. No-show

A no-show is considered to be, in particular, a situation in which:

• the passenger does not appear at the pick-up location;
• the applicable waiting period has ended;
• the passenger cannot be contacted;
• there are no reasonable instructions allowing the driver to locate the passenger or perform the service.

In the event of a no-show attributable to the client, there will be no refund.

If the client is unable to locate the driver, they must immediately contact ACE Transfers through the contacts provided.

The client should not arrange other transport on their own initiative and subsequently request the corresponding refund without first contacting ACE Transfers, except where this is objectively impossible or there is an urgent safety situation.

20. Meeting point

The client must go to the meeting point indicated in the voucher or in the instructions sent by ACE Transfers.

At airports, stations and ports, the meeting point may be determined in accordance with the access and circulation rules applicable to the location.

The vehicle may not be able to park or wait in certain areas for safety reasons or by order of the authorities.

The client must follow the instructions provided by ACE Transfers or by the driver.

21. Luggage

Luggage must be correctly indicated during the booking process.

The number and type of luggage that can be carried will depend on the capacity of the vehicle booked.

Additional, oversized or special luggage, including bicycles, sports equipment, boards, musical instruments or other bulky items, must be reported in advance.

ACE Transfers may be unable to carry luggage that exceeds the physical or legal capacity of the vehicle.

Luggage must be properly packed.

Objects or substances whose possession or transport is illegal or which pose a safety risk may not be carried.

22. Children and infants

Children and infants count towards the maximum capacity of the vehicle.

The client must correctly indicate the age of the children and infants at the time of booking.

ACE Transfers provides child seats or child restraint systems upon prior request, with availability depending on the type of vehicle and the characteristics of the service.

The request must be made at the time of booking or as soon as possible.

The use of the restraint systems will be carried out in accordance with the applicable legislation and the characteristics of the equipment.

23. Passengers with reduced mobility

ACE Transfers accepts requests relating to passengers with reduced mobility, including requests for the transport of wheelchairs, provided that the request is made in advance.

The client must inform ACE Transfers about:

• use of a wheelchair;
• type and dimensions of the chair;
• need for additional space;
• existence of mobility equipment;
• any other condition relevant to the safe performance of the service.

ACE Transfers will seek to provide a suitable vehicle.

Acceptance of the request will depend on the compatibility of the equipment with the available vehicle and on the applicable safety conditions.

24. Animals

The transport of animals is subject to prior request and case-by-case assessment.

The client must inform ACE Transfers of the intention to transport an animal before the service is carried out.

ACE Transfers may request information regarding the size, weight, species and transport conditions of the animal.

Assistance animals will be treated in accordance with the applicable legislation.

ACE Transfers may require packing conditions appropriate to the safety of the animal, passengers, driver and vehicle.

25. No smoking

Smoking is expressly prohibited inside the vehicles used to provide the services.

The prohibition includes traditional cigarettes and other products whose use involves smoking or producing smoke.

26. Consumption of food and drinks

Unless expressly authorised by the driver, it is not permitted to consume food or drinks inside the vehicle when this may cause dirt, damage or compromise safety.

The consumption of alcoholic beverages may be prohibited by the driver whenever there is a risk to the safety, comfort or behaviour of the passengers.

27. Passenger conduct

All passengers must behave appropriately and respect the driver’s safety instructions.

It is not permitted to:

• endanger the driver or other passengers;
• intentionally damage the vehicle;
• use illegal substances;
• carry prohibited or dangerous objects;
• interfere with driving;
• engage in aggressive or abusive behaviour.

The driver may refuse or interrupt the transport when a passenger’s behaviour represents a serious risk to the safety of people or property, within the limits permitted by the applicable legislation.

28. Damage caused by the passenger

The client may be held liable for damage caused intentionally or through grossly negligent behaviour to the vehicle or to property used in the provision of the service.

Any request for payment for damage must be justified and correspond to the damage actually caused.

ACE Transfers will not charge arbitrary amounts or amounts unrelated to the verified damage.

29. Route and additional stops

The contracted service corresponds to the route indicated in the booking.

Additional stops, changes of destination or deviations from the route may be requested by the client.

Their realisation will depend on availability, safety, traffic conditions and the characteristics of the service.

When the change entails additional costs, these will be communicated to the client before the additional service is provided, whenever possible.

30. Exceptional circumstances and force majeure

ACE Transfers will not be liable for delays or the impossibility of performing the service when these result from extraordinary and unavoidable circumstances beyond its reasonable control, including, among others:

• extreme weather conditions;
• accidents;
• natural disasters;
• fires;
• road closures or blockages;
• restrictions or determinations by the authorities;
• serious traffic disruptions;
• strikes;
• emergency situations;
• threats to safety;
• acts of terrorism;
• extraordinary operational changes at airports, ports or stations.

Whenever possible, ACE Transfers will seek to reorganise the service or present a suitable alternative.

31. Liability

ACE Transfers will be responsible for fulfilling the obligations it assumes towards the client, in accordance with the applicable legislation.

The use of external carriers does not eliminate the rights legally granted to the client.

ACE Transfers does not exclude or limit liabilities that legally cannot be excluded or limited, including liabilities relating to the life, physical integrity or health of persons, or arising from wilful misconduct or gross negligence.

ACE Transfers will not be liable for situations resulting exclusively from incorrect information provided by the client, failure to comply with safety instructions or other circumstances exclusively attributable to the client, without prejudice to legally recognised rights.

Nothing in these Terms and Conditions should be interpreted as an exclusion or limitation of liability prohibited by Portuguese law.

32. Insurance

The carriers used by ACE Transfers must hold the insurance legally required for the transport activity they carry out.

The client may take out, on their own initiative, travel insurance or other insurance that they consider appropriate.

33. Complaints

If any problem occurs during the service, the client must contact ACE Transfers as soon as reasonably possible, allowing the company to try to resolve the situation.

The immediate communication of a problem aims to allow a rapid intervention and does not imply a waiver of any of the client’s legal rights.

Complaints may be submitted by e-mail: info@acetransfers.com.

The complaint should, whenever possible, indicate:

• booking number;
• date of the service;
• client name;
• description of the situation;
• documentation or other relevant elements.

ACE Transfers will review and respond to complaints within the legally applicable time limits.

34. Complaints Book

ACE Transfers provides consumers with the legally required means of complaint, including the Complaints Book (Livro de Reclamações), under the applicable terms.

Access to the Electronic Complaints Book will be made available on the ACE Transfers website where applicable.

35. Alternative dispute resolution

In the event of a consumer dispute, the consumer may resort to the legally available alternative consumer dispute resolution mechanisms.

Information about the territorially competent alternative dispute resolution entity or entities will be made available by ACE Transfers on the website, in accordance with the applicable legislation.

36. Personal data protection

ACE Transfers processes clients’ personal data in accordance with the applicable data protection legislation, including the General Data Protection Regulation (GDPR).

The data may be processed, among other purposes, to:

• process bookings;
• make payments;
• organise the transport;
• contact the client;
• transmit to the carrier the data strictly necessary to perform the service;
• provide customer support;
• handle complaints;
• comply with legal obligations;
• prevent fraud and abusive use of the services.

Detailed information on the processing of personal data is set out in the ACE Transfers Privacy Policy.

Acceptance of these Terms and Conditions does not, in itself, constitute consent to marketing communications.

37. Communication of data to the carrier

To enable the performance of the service, ACE Transfers may transmit to the carrier responsible for carrying out the transport the data necessary for the provision of the service.

That data may include, as necessary:

• passenger name;
• number of passengers;
• telephone;
• pick-up location;
• destination;
• schedule;
• flight information;
• luggage information;
• necessary information about special needs.

The processing of that data will be carried out in accordance with the Privacy Policy and the applicable legislation.

38. Communications

ACE Transfers may contact the client through the e-mail and telephone number provided in the booking for matters related to the service, including:

• booking confirmation;
• payment;
• changes;
• meeting instructions;
• information about the driver;
• delays;
• flight changes;
• emergency situations;
• complaints;
• other matters necessary for the performance of the contract.

The client must ensure that the contacts provided are correct and available for communications related to the service.

39. Intellectual property

The ACE Transfers brand, the website, logos, texts, images, graphic elements, design and other content made available by the company are the property of ACE Transfers or are used legitimately under authorisation.

Their reproduction, use or commercial exploitation without authorisation is prohibited, except where permitted by law.

40. Website availability

ACE Transfers will seek to keep the website available and functional.

However, it does not guarantee that the website will be permanently free of errors, interruptions or unavailability.

ACE Transfers may carry out maintenance, update or security operations.

The temporary unavailability of the website does not affect bookings already confirmed.

41. Changes to the Terms and Conditions

ACE Transfers may update these Terms and Conditions to reflect legal, operational or commercial changes.

The version applicable to a booking will, as a rule, be the version made available to the client at the time of booking.

Subsequent changes will not affect rights or obligations already established in relation to previously confirmed bookings, except where they result from a mandatory legal obligation.

The version currently in force will always be available on the website.

42. Partial invalidity

If any provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision will be interpreted or adapted to the extent necessary to comply with the applicable legislation.

The invalidity of one provision will not affect the validity of the remaining provisions, except where the law determines otherwise.

43. Applicable law

These Terms and Conditions are governed by Portuguese law.

The application of Portuguese law does not affect any mandatory consumer protection rules applicable to the client.

44. Dispute resolution

ACE Transfers will seek to amicably resolve any issue or dispute related to the services.

Where an amicable solution cannot be reached, the consumer may use the alternative consumer dispute resolution mechanisms or resort to the competent courts under the terms of the applicable legislation.

Nothing in these Terms and Conditions is intended to deprive the consumer of any right of access to the courts or any legally guaranteed protection.

45. Acceptance of the Terms and Conditions

Before completing a booking, the client must have access to these Terms and Conditions and expressly accept their application.

Acceptance must be made through a non-pre-selected option in the booking process.

ACE Transfers must keep a record of the acceptance of the Terms and Conditions associated with the booking, including, whenever technically possible:

• date and time of acceptance;
• identification of the booking;
• version of the Terms and Conditions accepted;
• data necessary to demonstrate the contract;
• the client must receive or be able to access the applicable Terms and Conditions after the booking is completed.

46. Contacts

For support, changes, cancellations or complaints:

ACE Transfers — trade name of Murta Ruivo - Transportes Rodoviários de Passageiros, Unipessoal Lda.

NIF: 506581845.

Address: Rua de Leopoldo de Almeida, N.º 34 - 3.º Direito, 2725-357 Sintra, Portugal.

E-mail: info@acetransfers.com.

Website: www.ace-transfers.com.

Support and complaints: info@acetransfers.com.