General conditions

Terms and Conditions
The following Terms and Conditions apply to all bookings made on this website. Please read them carefully before making a reservation.

The following definitions apply within these Terms and Conditions:

  1. DEFINITIONS

2. WHO WE ARE

Our company offers transportation services for individuals and groups, operating also under the name "Expresslimo24.com". For business purposes, we can be reached at the phone number (+39) 320 0366785 and through our website www.expresslimo24.com, with email info@expresslimo24.com. We collaborate with authorized Transport Companies that hold all licenses, permits, and registrations required by Italian and European regulations, in particular:

Under no circumstances should the transport services we provide be considered travel packages as defined by Directive 90/314/EEC of 13 June 1990. Our activity is limited to offering transportation services and does not act as a travel agency.

In accordance with Italian regulations on public and private transportation, our services are regulated by the Road Code (Legislative Decree 285/92 and subsequent amendments), and our operating licenses are issued by the competent authorities, such as the relevant Provincial Office or local transport authority.

Furthermore, pursuant to Legislative Decree 231/2001 and subsequent updates, our activity complies with safety standards and regulations for the lawful transportation of people.

3. ONLINE BOOKING SYSTEM

The person making the reservation must be at least 18 years old. They are responsible for completing the entire online booking process, verifying that all the information provided is correct and complete, and making the full payment.

After entering into an agreement with Esclusive Tours owned by Jekaterina Veskimets, we commit to completing all necessary formalities to organize the requested services.

If you have any doubts about the destination or cannot find your location in our database, you can contact our Chat service, which is also available via WhatsApp, to receive assistance and ensure that the delivery address is correctly recorded.

The contract is considered legally binding only after you receive the booking voucher via email. If the Transport Company cannot provide the requested services, we will inform you immediately and refund the full amount paid using the same payment method.

You will be asked to confirm that you have received all notifications sent by us. In the absence of confirmation, our email server logs will be considered proof of receipt.

The Booking Voucher, which must be presented to the Transport Company, can be printed or stored electronically. It is important to carry it with you, as failure to present it may result in the cancellation of the transfer service.

Please note that minors cannot use our services without adult accompaniment. Parents or guardians must contact us immediately in case of bookings for minors to cancel or modify such reservations

4. PAYMENT

We accept the most common payment methods, including:

Prices are expressed in euros, and currency conversions are only indicative. The transaction will be considered completed only when the funds are fully credited to our payment account.

5. CHANGES

Any modifications to the service details (such as the delivery address or time) must be communicated in writing via email to info@expresslimo24.com or through the Reserved Area on the website, before the departure date. Changes will be confirmed by the Transport Company via email.

The user is responsible for any cost increases resulting from the requested modification. The first change is free; subsequent modifications may incur administrative fees.

If errors or omissions are found, they must be reported at least 48 hours before the date of the service. Requests for changes or corrections made after this window may not be considered.

6. CANCELLATIONS (BY THE CUSTOMER)

Cancellations must be communicated in writing via email to the Customer Support Center.

If the cancellation request is made more than 24 hours before the pickup time, the full amount paid will be refunded, minus a 3% fee for electronic payment commissions. For cancellations received less than 24 hours before the scheduled time, refunds will not be issued, unless in specific agreements or cases of force majeure.

7. LAST MINUTE BOOKING

Depending on availability and the season, the deadline to book can vary from 0 to 48 hours before the service. We invite you to contact our 24/7 customer support for availability of last-minute vehicles.

The cancellation policies mentioned above remain valid regardless of the booking date.

8. CHANGES AND CANCELLATIONS (BY US)

If, for operational reasons, the Transport Company needs to modify or cancel a service, we commit to informing you promptly.

In case of changes to vehicles or services, we will try to respect the customer’s preferences, but sometimes it may be necessary to assign a different vehicle. If the new vehicle has a lower cost, the difference will be refunded to you; if it is more expensive,

9. CHILD SEATS

9.1 Italian Law in force: In accordance with current Italian regulations (Article 182 of the Highway Code, Legislative Decree 285/92 and subsequent amendments), children shorter than 1.50 meters can travel on transportation vehicles equipped with suitable restraint systems that comply with European safety standards. However, children must always be seated in the rear seats and accompanied by an adult.

9.2 Infants and children, regardless of age, count as passengers for the purposes of vehicle occupancy (art. 182 of the Highway Code, Legislative Decree 285/92 and subsequent amendments).

9.3 It is possible to book suitable safety systems for transporting children/neonates in advance via the online booking form, in accordance with European Safety Regulations (Regulation EU 2016/1628).



10. CHILDREN'S RATES

All children and infants are considered adult passengers for the purposes of vehicle occupancy, in accordance with the provisions of the Highway Code (art. 182). Therefore, they must be included in the total passenger count at the time of booking.

11. CHILD SAFETY SEATS AND PASSENGERS WITH LIMITED MOBILITY

Transfer services for passengers with reduced mobility must be requested at least 48 hours in advance through the Customer Support Center.
In accordance with EU Directive 2010/40/EU and Legislative Decree No. 188 of November 13, 2008, we commit to making every effort to meet the needs of such passengers. However, please note that:

In accordance with the law, we cannot guarantee the use of specialized vehicles, but we will do our best to meet the declared needs.

12. ADDITIONAL PRE-BOOKED STOP, EXTRASTOP, AND EXTRA KILOMETERS

12.1 During the booking, it is possible to request additional stops (e.g., to pick up or drop off people or luggage). These stops must be in the same departure or destination location, and the maximum allowed duration is 5 minutes, unless otherwise agreed.

12.2 It is possible to add extra waiting time by booking a 30 or 60-minute extrastop. The cost of each extrastop, including kilometers and time, will be visible on the website during the booking process, under “Accessories.”

12.3 For our Tours and transportation services, any additional kilometers beyond the estimated distance will be charged at €1.50 per km, as provided by Regulation (EU) 2016/1628 and Italian road safety regulations.

12.4 Waiting times are quantified as follows: 60 minutes for airport, port, and station arrivals; 20 minutes for arrivals at the station; and 15 minutes for departures. In case of delays exceeding these times, penalty charges of €80 per hour, calculated in 15-minute increments, will apply.

13. OUR LIABILITY

In accordance with Legislative Decree 28/2010 and subsequent safety regulations, our liability for any foreseeable losses or damages resulting from our negligence is limited to the amount paid by the customer. We shall not be responsible for unforeseeable, consequential, or event-related damages caused by force majeure events, such as natural disasters, acts of terrorism, accidents caused by third parties, or other events falling under force majeure as per Article 1218 of the Civil Code.

We are not liable for incidents or damages resulting from the performance of the service, including illnesses, injuries, or death, unless caused by our gross negligence or intentional misconduct, as provided by civil liability regulations.

Specifically, our liability is limited to ensuring that the transportation service is provided in accordance with the contractual terms and applicable safety standards; damages or losses caused by non-compliance with instructions or actions by the customer or passengers are not attributable to us.

Additionally:

14. FORCE MAJEURE

We shall not be responsible and will not pay compensation in the event of force majeure or unforeseeable circumstances, such as: severe weather conditions, earthquakes, floods, terrorist acts, strikes, roadblocks, accidents, or other events beyond our control, as provided by Article 1218 of the Civil Code.

In such cases, we commit to collaborating with the customer to reschedule the service or find alternative solutions compatible with the circumstances. However, we shall not be liable for any additional costs or inconveniences resulting from these events.

15. CONTACTS

To modify, update, or cancel a reservation, the customer must send a request via email to info@expresslimo24.com or through the “Reservation Management” area on our website.

In the case of changes to times, addresses, or other information, communication will only be considered valid if sent and received by our system. We believe that verifying the email address provided is the responsibility of the customer, and we recommend checking communications regularly.

In cases of flight or ship delays or route changes, the transportation company reserves the right to reschedule the service or, if impossible, to refund the full amount paid.

16. TRANSPORTATION SERVICES

Our transportation services include airport transfers, shuttles, organized tours, disposition services, and other types of private transport. We are committed to respecting the scheduled times outlined in the contract and to providing an efficient and punctual service. However, due to variables such as traffic, weather conditions, or unforeseen incidents, we cannot guarantee absolute punctuality.

16.1 Pickup and Arrival Times Acknowledgment

Pickup times are indicated on the booking voucher and must be adhered to by the customer.
In case of flight, ship, or train delays, the transportation company reserves the right to reschedule the service according to the new arrival time, keeping the customer informed as soon as possible.
The customer must arrive at the pickup point at the scheduled time, considering any check-in or resting needs.

16.2 Communications and Contacts

It is essential that the customer always has the mobile phone provided at the time of booking available and reachable at the time of pickup.
In case of delay or change of plans, the customer must contact the numbers provided on the voucher immediately, also via WhatsApp or SMS.
The transportation company is not responsible if the customer does not communicate possible delays or problems, or if they do not answer calls.

16.3 Delays and No-Shows

If the customer does not arrive within the expected wait time (e.g., 60 minutes after arrival at the airport for arrival services), the service will be considered completed, and the contract will be deemed fulfilled.
In case of no communication regarding delays exceeding the stipulated times, no refund will be granted.

16.4 Waiting Times and Additional Charges

Waiting times are defined as follows:

16.5 Loss or Missed Pickup

If the customer does not arrive at the meeting point within the scheduled time and has not communicated a delay, the service is considered completed, and no refund will be issued.
If the customer needs to reschedule the service due to an unforeseen event, they must contact our customer service at least 2 hours in advance to check availability for a new time. In the absence of communication, the service will be considered concluded without refund.

16.6 Issues During the Service

In case of technical problems, such as vehicle breakdowns or other unforeseen issues, we commit to informing the customer promptly and finding an alternative solution, such as a vehicle replacement or rescheduling the service, depending on the situation.
Our responsibility is limited to ensuring that the vehicle and service comply with current safety regulations. We do not assume responsibility for disruptions caused by reasons beyond our control, such as traffic accidents, severe weather conditions, or force majeure events.

17. BAGGAGE INFORMATION AND LIMITS

Private transport vehicles have a load capacity limited to one suitcase or piece of luggage per passenger, with maximum dimensions of 158 cm (the sum of length, width, and height). Any additional luggage must be declared at the time of booking.

All luggage must comply with safety regulations and legal provisions, avoiding prohibited materials or objects. It is forbidden to transport dangerous items, weapons, drugs, or other goods prohibited by law.

Transport of luggage and objects is always at the passenger's risk. Our responsibility is limited to ensuring the transport is carried out in accordance with current safety standards; we are not responsible for any damages, losses, or theft of personal effects or luggage, except in cases of willful misconduct or gross negligence.

18. YOUR RESPONSIBILITIES

By signing this contract, the customer declares that they have understood and accepted the following:

Furthermore, the customer acknowledges that:

19. RIGHT OF ADMISSION AND USER CONDUCT

By entering into this contract, the customer acknowledges having read and accepted that we have the right to refuse transport to any passenger, particularly if the passenger:

Smoking inside the vehicle or in its immediate vicinity is prohibited, as is transporting items prohibited by law (weapons, drugs, explosive materials, etc.).

The customer agrees to maintain respectful behavior and not to compromise the safety or integrity of the vehicle or the people on board.

20. COMPLAINTS

If the service received does not meet your expectations, you are required to promptly report it to our Customer Service Center, preferably during the execution of the service itself. It is important that the issue is communicated immediately so that we can intervene and find an appropriate solution.

Complaints must be submitted in writing within 28 days of the service completion date by sending an email to info@expresslimo24.com, specifying the details, date, and time of the service, and attaching any evidence (photos, documents, etc.).

Complaints filed after this period or without having given us the opportunity to intervene during the service will not be considered, as we would not have had the chance to provide immediate assistance or verify the issues.

21. LANGUAGES AND CONTRACTUAL DISCIPLINE

Our services and these Terms and Conditions are available in multiple languages, including Italian, English, and Russian. In case of discrepancies between the translated versions and the Italian version, the Italian version shall prevail.

Official communications, including any contractual updates or notices, will be sent in Italian. It is the customer's responsibility to regularly check the communications received.



22. APPLICABLE LAW AND JURISDICTION

These General Contract Conditions are governed by Italian law.
For any disputes relating to the services provided and the validity of these Terms, the exclusive jurisdiction shall be that of the Court of Pistoia, without prejudice to the possibility of resorting to mediation procedures in accordance with applicable regulations.