Terms of Use

1. Responsible entity and scope

These Terms govern transfer requests and passenger transport services coordinated through VTRapidus, a brand operated by Nuno Miguel & Carla Susana, Lda, as well as use of the website and the channels associated with the request.

Where the actual transport is carried out by a legally authorised operator or partner driver, this is done within the coordination of the service, without excluding any liability that the law imposes on VTRapidus or on the provider carrying out the transport.

2. A request is not a confirmation

Submitting the form constitutes a service request. It does not represent automatic acceptance, a final booking or a guarantee of availability.

VTRapidus reviews availability, route, vehicle category, passengers, luggage, special requirements and price before confirming the service.

3. Formation of the contract and evidence

Before submitting the request, the customer must accept these Terms and acknowledge the Privacy Policy. The accepted version, the request reference and the date/time of acceptance may be recorded as evidence of the pre-contractual and contractual relationship.

The service contract is formed when, after validation by VTRapidus, the customer accepts the confirmed conditions, in particular by making the requested initial payment or by another means of express confirmation indicated by VTRapidus.

If there are material changes to the conditions between the request and confirmation, those changes must be communicated to the customer before they become binding.

4. Calculated price and validated price

The amount displayed on the website is calculated from the information entered and serves as the basis for review. The binding price is the price validated and communicated by VTRapidus before any charge is made.

Obvious errors in calculation, route, vehicle category, address or information supplied may be corrected before confirmation. The customer may choose not to proceed if they do not accept the corrected price or conditions.

5. Payment in two stages

Unless a specific condition is communicated before confirmation, payment is made as follows:

• 35% — initial payment towards the price, requested after validation and confirmation of the conditions;
• 65% — remaining payment, requested when the customer and driver meet at the pick-up point, before the journey begins.

The initial payment is not designated as a statutory deposit for the automatic application of the Portuguese civil-law rules governing such deposits. It forms part of the service price and secures the operational commitment associated with reserved capacity, coordination and mobilisation.

Payments may be processed through Stripe and the payment methods it makes available at the relevant time.

6. Cancellation by the customer

• More than 24 hours before the scheduled time: full refund of the initial 35% payment.
• Less than 24 hours before: the initial 35% payment is non-refundable, taking into account the reserved capacity, coordination and operational costs already incurred, without prejudice to mandatory rights or any different solution required by law.

Cancellation must be communicated as soon as possible through a channel that allows the request reference to be identified.

7. Mobilisation and no-show

If the driver has already been mobilised, is at the pick-up point, or the passenger does not appear and the service cannot be carried out for a reason attributable to the customer, the initial 35% payment is non-refundable.

Whether a situation qualifies as a no-show must take into account the specific circumstances, communications made and a reasonable or previously communicated operational waiting period.

If, after meeting the driver, the customer voluntarily decides not to begin the journey for a reason not attributable to VTRapidus or the provider, the initial payment remains due; the remaining 65% is not charged if the journey does not begin, except for additional costs expressly accepted.

8. Cancellation or inability attributable to VTRapidus or the provider

If the service cannot be carried out for a reason attributable to VTRapidus or the designated provider, VTRapidus may propose a suitable alternative. If no suitable alternative exists, or the customer legitimately does not accept it, the initial payment made will be refunded.

This rule does not limit any other mandatory rights that may apply.

9. Special services, groups and multiple vehicles

Requests involving groups, multiple vehicles, events, extended-duration operations or special commitments may be subject to specific payment, amendment or cancellation conditions. Those conditions are only binding on the customer when they have been clearly communicated and expressly accepted before the corresponding payment or confirmation.

10. Changes after confirmation

Changes to the date, time, origin, destination, number of passengers, luggage, vehicle category or other conditions are subject to availability and may require a new price validation. No change is binding until it has been confirmed.

11. Flights, cruises and delays

Where applicable, the customer must provide the correct flight number or equivalent information. VTRapidus may adjust the operation for known delays where reasonably possible, but does not guarantee unlimited waiting time.

Significant delays, terminal changes, diversions or new operational conditions may require revalidation. Any additional cost that depends on a customer decision will be communicated before it is charged.

12. Passengers, minors, accessibility and special requirements

Before confirmation, the customer must provide the correct number of passengers and any relevant requirements, including child seats, accessibility needs, bulky equipment or specific operational assistance. The service is subject to capacity and the legally applicable conditions.

The customer should not submit health data or other sensitive data that is not necessary. Where an operational requirement requires additional information, it must be limited to what is strictly necessary.

13. Luggage and transported items

The customer must declare luggage or special items that may affect vehicle capacity. Transport of prohibited, dangerous, unlawful or vehicle-incompatible items may be refused.

Valuable items remain the passenger's responsibility unless the law provides otherwise.

14. Conduct and safety

Passengers must comply with lawful safety instructions and respect the vehicle and driver. The service may be interrupted or refused in the event of unlawful, violent, threatening or dangerous conduct, or conduct liable to compromise safety, without prejudice to the legal assessment of the financial consequences in each case.

15. Damage and extraordinary cleaning

Damage directly caused by the passenger to the vehicle, or extraordinary cleaning costs attributable to the passenger, may be claimed where properly substantiated and evidenced, in accordance with the law.

16. Lost property

VTRapidus and the provider will reasonably cooperate in attempting to locate forgotten items. Recovery is not guaranteed. Any delivery or return costs must be communicated in advance.

17. Performance by partners and substitutions

The service may be physically carried out by a selected operator or partner driver. Where necessary for operational reasons, a provider or vehicle may be substituted with one of a compatible category, without unjustified reduction of the essential agreed conditions.

Data strictly necessary to perform the service may be made available to the assigned provider.

18. External circumstances and force majeure

VTRapidus does not control traffic, accidents, road closures, weather conditions, decisions by authorities, strikes, widespread infrastructure failures or other external events. Where such circumstances affect the service, reasonable coordination measures will be taken, without excluding any liability that cannot lawfully be excluded.

19. Accuracy of information provided

The customer is responsible for providing accurate and up-to-date information. Errors in address, date, time, contact details, passenger numbers or other information may prevent performance or require revalidation.

20. Website and technical availability

VTRapidus seeks to keep the website and systems available and secure, but does not guarantee uninterrupted operation. A technical failure does not alter payments already confirmed or rights already established by law; the team should be contacted when a failure prevents normal tracking of the request.

21. Refunds and payment processing

Where a refund is due, it will be initiated using a technically available method compatible with the original payment, without prejudice to banking or payment-provider processing times outside VTRapidus's direct control.

22. Invoicing

Tax documents are issued in accordance with applicable law. The customer must provide any billing details they wish to have included in good time.

23. Right of withdrawal

Contracts relating to passenger transport services are, as a rule, excluded from the general 14-day right-of-withdrawal regime applicable to distance contracts, without prejudice to any provisions that remain applicable by law and to other mandatory consumer rights.

The cancellation conditions for this service are those set out in these Terms and in the specific confirmation sent to the customer.

24. Complaints and alternative dispute resolution

The customer may submit a complaint through VTRapidus's contact channels and the Portuguese Electronic Complaints Book.

For consumer disputes falling within its jurisdiction, the customer may refer the matter to CICAP — Centro de Informação de Consumo e Arbitragem do Porto / Tribunal Arbitral de Consumo, at cicap.pt. The specific applicability of mandatory arbitration depends on the law, the amount in dispute and the centre's territorial and subject-matter jurisdiction.

25. Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law. Outside those cases, each party is liable for damage legally attributable to it, having regard to the nature of the breach, causation and evidence.

26. Data protection and cookies

The processing of personal data is described in the Privacy Policy and in the GDPR Information. The use of cookies and similar technologies is described in the Cookie Policy.

27. Communications

Communications relating to the request may be made by email, telephone or WhatsApp using the contact details and preference provided, where appropriate for managing the service. Separate marketing communications require their own lawful basis.

28. Changes to the Terms

New versions apply to requests made after they take effect. A later amendment does not retroactively alter conditions already accepted for a request, unless there is a valid agreement between the parties or a legal requirement.

29. Severability and non-waiver

If any provision is held invalid or unenforceable, the remaining provisions remain in force to the extent permitted by law. Failure to enforce a right immediately does not constitute a permanent waiver of that right.

30. Applicable law and jurisdiction

Portuguese law applies. In consumer relationships, mandatory rules on territorial jurisdiction and consumer protection remain applicable; these Terms do not seek to impose a forum that the law does not permit.

Contact

Nuno Miguel & Carla Susana, Lda
NIF 517 451 972
Rua Dom Manuel II, 6 · 4430-084 Vila Nova de Gaia · Portugal
geral@vtrapidus.com · +351 911 584 065