Our Policies
We strive to provide transparent and fair policies for all our services. Please review the information below to understand our terms and conditions.
General Policies
Booking Confirmation
All bookings must be confirmed via email or phone. You will receive a confirmation email with your booking details once your reservation is confirmed.
Changes and Cancellations
Changes or cancellations must be made at least 24 hours in advance. Cancellations made less than 24 hours before the scheduled service may be subject to a cancellation fee of up to 50% of the total booking value.
Payment Terms
Payment can be made by cash, credit card, or bank transfer. For airport transfers and chauffeur services, payment is due at the time of service. For multi-day rentals, payment is required at the time of vehicle pickup.
Privacy Policy
We collect personal information solely for booking and communication purposes. Your information is never shared with third parties except where required by law. For full details, please request our complete privacy policy.
Chauffeur Service Policies
Wait Time
For airport pickups, we provide 60 minutes of complimentary wait time for international flights and 30 minutes for domestic flights. For all other pickups, we provide 15 minutes of complimentary wait time.
Additional Hours
If your journey requires additional time beyond what was initially booked, additional hours will be charged at the standard hourly rate for the vehicle type.
Driver Gratuity
Gratuity for the driver is not included in the fare and is at the client's discretion.
Vehicle Substitution
In the rare event that your requested vehicle is unavailable due to unforeseen circumstances, we reserve the right to substitute a vehicle of equal or greater value.
Self-Drive Rental Policies
Driver Requirements
All drivers must be at least 21 years of age, hold a valid driver's license for at least 2 years, and present a valid ID or passport.
Security Deposit
A security deposit is required for all rentals. The amount varies by vehicle type and will be refunded within 3-5 business days after the vehicle is returned in the same condition.
Fuel Policy
All vehicles are provided with a full tank of fuel and must be returned with a full tank. If the vehicle is not returned with a full tank, a refueling fee will be charged.
Mileage Limits
Our standard rental includes 200 kilometers per day. Additional kilometers will be charged at €0.20 per kilometer.
Insurance Coverage
Basic insurance is included in the rental price. This covers damage to the vehicle with a deductible. Additional coverage options are available for purchase.
Airport Transfer Policies
Flight Monitoring
We monitor all flight arrivals in real-time and adjust pickup times accordingly at no extra charge.
Meeting Point
For airport pickups, our driver will meet you at the arrivals hall holding a sign with your name. Detailed meeting instructions will be provided in your booking confirmation.
Luggage Allowance
Each vehicle has a specific luggage capacity. Please inform us in advance if you have excess luggage so we can accommodate accordingly.
Additional Information
Important details about our policies
Policy Updates
Our policies are regularly reviewed and may be updated to reflect changes in our operations or legal requirements. The most current policies will always be available on our website.
Special Requests
We understand that you may have specific requirements for your transportation needs. We are happy to accommodate special requests whenever possible. Please contact us directly to discuss your requirements.
Dispute Resolution
We are committed to providing excellent service and resolving any issues that may arise. If you have a concern or complaint, please contact our customer service team immediately. We will make every effort to resolve the matter to your satisfaction.
Frequently Asked Questions
Common questions about our policies
What if I need to cancel my booking?
Cancellations made at least 24 hours in advance will receive a full refund. Cancellations made less than 24 hours before the scheduled service may be subject to a cancellation fee of up to 50% of the total booking value.
How do I confirm my booking?
Once you make a reservation, you will receive a confirmation email with all your booking details. If you don't receive this email, please contact our customer service team immediately.
What happens if my flight is delayed?
We monitor all flights in real-time and adjust our pickup schedule accordingly. There is no additional charge for flight delays, and our driver will be waiting for you when you arrive.
What forms of payment do you accept?
We accept cash (MKD and EUR), major credit cards (Visa, MasterCard, American Express), and bank transfers. For corporate clients, we also offer invoicing options.
Is insurance included in the rental price?
Yes, basic insurance is included in all self-drive rentals. This covers damage to the vehicle with a deductible. Additional coverage options are available for purchase to reduce or eliminate the deductible.
Have Additional Questions?
Our team is ready to assist you with any questions or concerns about our policies. Contact us for personalized assistance.
Contact Us