Booking Terms & Conditions

These Booking Terms & Conditions form the contract between you (the “Traveller”), Luxi (the “Platform”) and the licensed Greek transfer driver (the “Driver”) for every private transfer booked through luxi.gr. By confirming a booking, you confirm you have read and accepted these terms.

1. Definitions

• “Luxi” or “Platform” means the website luxi.gr and the underlying booking service operated by Luxi.
• “Driver” means the licensed Greek private-transfer operator who accepts and performs the transfer.
• “Traveller” means the person who confirms the booking and any passengers travelling under that booking.
• “Booking” means a confirmed, paid reservation for a specific transfer route, date and time.
• “Quote” means the fixed price offered by the Driver before booking is confirmed.
• “Transfer” means the physical journey from pickup to drop-off described in the booking.

2. Booking process

A Booking is created in four steps:

1. You submit a quote request specifying pickup location, drop-off location, date, time, party size and luggage.
2. A verified Driver responds with a fixed Quote (typically within minutes; up to 60 minutes for unusual routes).
3. You confirm and pay the Quote in full through the Platform.
4. You receive a booking confirmation email containing the Driver’s name, vehicle details, contact number and any meeting-point instructions.

A Booking is binding on both sides only after step 4. Until then, either party may withdraw without penalty.

3. Pricing & payment

All Quotes are fixed and all-inclusive. The price you see at booking is the price you pay. The Quote includes:

• The complete journey from pickup to drop-off as described
• All motorway tolls along the agreed route
• Luggage handling for the agreed luggage allowance
• Meet-and-greet service at airport and port pickups
• The first 60 minutes of wait time at airport arrivals (see Section 4)
• Greek VAT

The Quote does not include: archaeological-site or museum entrance tickets if the Booking is a day-trip transfer with sightseeing stops; parking fees inside private resort grounds where charged separately; driver gratuity (entirely discretionary).

Payment is taken in full at booking confirmation by card or supported payment method. We do not hold pre-authorisations or charge in instalments unless a separate agreement is in place.

4. Meet-and-greet, flight tracking & wait time

For airport pickups, the Driver tracks your inbound flight in real time and adjusts the pickup time to your actual landing. The Driver meets you inside the arrivals hall with a printed name sign.

Free wait time:

• Airport pickups: 60 minutes from actual landing time
• Port pickups: 30 minutes from actual ferry arrival
• Address or hotel pickups: 15 minutes from agreed pickup time

Wait time beyond the free window is billed at €15 per 15-minute block, payable directly to the Driver in cash on arrival. If you cannot be located within 90 minutes of the scheduled or adjusted pickup time and have not communicated with the Driver, the Driver may release the booking and full no-show fees apply (see Section 6).

5. Modifications

You may modify a confirmed Booking subject to the following:

• Time or date change > 24 h before pickup: free, subject to Driver availability. If the original Driver cannot accommodate, the Platform will reassign or refund.
• Time or date change 24–6 h before pickup: €15 administrative fee, plus any difference in Quote.
• Time or date change < 6 h before pickup: treated as a cancellation and rebooking (see Section 6).
• Adding or removing a passenger: free if it does not change the vehicle class required. If it does (e.g. 4 to 5 passengers requires a van rather than a sedan), the difference in Quote applies.
• Adding a stop to the route: the Driver will quote the additional time and distance; modification is subject to your acceptance.

All modifications must be requested through the Platform or by replying to the booking confirmation email. Verbal requests to the Driver do not constitute a confirmed modification.

6. Cancellation policy

You may cancel any confirmed Booking. Refunds depend on how far in advance you cancel:

Free cancellation extends to 2 hours before pickup in the following circumstances, with documentary evidence:

• Your inbound flight is cancelled or diverted to a different airport
• A government-issued travel advisory makes the journey unsafe or unlawful
• Verifiable serious illness or family emergency affecting the lead Traveller

If the Driver cancels for any reason within their control, you receive a 100% refund plus a 15% goodwill credit applicable to a future booking.

7. Driver & vehicle substitution

The named Driver and vehicle in your confirmation are the Driver and vehicle assigned to your Booking. If either becomes unavailable due to illness, mechanical failure or other operational reason, the Platform will assign a substitute of equal or higher class at no additional cost. You will be notified by SMS and email as soon as the substitution is made.

Substitution does not constitute grounds for cancellation refund unless the new assignment materially changes the agreed service (e.g. a sedan replaced by a smaller vehicle that cannot accommodate the booked party size).

8. Luggage policy

Standard luggage allowance per passenger is one large checked-size case (up to 23 kg, max 158 linear cm) plus one carry-on case. Vehicle capacity:

• Sedan: up to 3 large cases + 3 carry-ons (1–3 passengers)
• Premium estate: up to 4 large cases + 4 carry-ons (1–4 passengers)
• Van (8-seat): up to 6 large cases + 8 carry-ons (1–8 passengers)
• Minibus: as agreed at booking

Oversized items (skis, surfboards, golf bags, musical instruments, pets in carriers) must be declared at booking. Undeclared oversize items may be refused by the Driver if they cannot be safely accommodated, in which case no-show fees apply.

9. Children & child seats

Greek law requires children under 12 years or under 135 cm in height to use an appropriate restraint. Luxi provides child seats (infant, toddler, booster) free of charge. Specify the type, weight and number of seats at booking. If not specified, the Driver may refuse to transport an unrestrained child and no-show fees apply.

10. Conduct, smoking, food & drink

For the comfort of all Travellers and the protection of vehicles:

• Smoking (including e-cigarettes) is not permitted in any Luxi vehicle.
• Open alcoholic drinks are not permitted. Sealed bottles in luggage are fine.
• Sealed food and non-alcoholic drinks are generally permitted; the Driver may decline messy foods.
• Drug use of any kind is grounds for immediate termination of the transfer with no refund.
• Soiling charges: if the vehicle requires professional cleaning due to a Traveller’s actions (including motion sickness, spilled food/drink, or pet incidents), a cleaning fee of €100–€250 may be charged at the Driver’s reasonable discretion.

11. Liability & insurance

Every Driver on the Platform carries valid commercial passenger insurance covering third-party liability, passenger injury and luggage damage in transit, in accordance with Greek law.

The Platform’s liability is limited to:

• The total Quote paid for the affected Booking, in cases of service failure;
• Documented direct losses arising from the Platform’s negligence in handling the Booking;
• Excluding indirect, consequential or punitive damages including missed onward connections (flights, ferries, hotels) except where directly caused by Driver no-show.

For missed onward connections caused by Driver no-show, the Platform will reimburse documented reasonable expenses to a maximum of €500 per Booking.

This section does not limit any non-excludable consumer rights you have under Greek or EU consumer law.

12. Lost property

Items left in a Luxi vehicle should be reported to the Platform within 7 days of the Transfer. The Driver will be contacted to recover the item. Return shipping to a Greek address is included at no extra cost; international return shipping is at the Traveller’s expense (typically €15–€40 by courier).

The Platform is not liable for items lost or damaged in transit during return shipment. We do not store recovered items beyond 30 days.

13. Complaints & refunds

If something goes wrong during your Transfer, contact us within 30 days. Use the contact form on luxi.gr or email [email protected]. Include your booking reference, the Driver’s name and a description of the issue.

Complaint resolution targets:

• Acknowledgement: within 2 business days
• Investigation: complete within 10 business days
• Resolution: refund or remedy issued within 14 business days of confirmed entitlement

If you are not satisfied with our resolution, you may escalate to the Greek Consumer’s Ombudsman (Συνήγορος του Καταναλωτή) or the EU Online Dispute Resolution platform.

14. Force majeure

Neither the Platform nor the Driver is liable for failure to perform a Transfer caused by circumstances outside reasonable control, including but not limited to: extreme weather (snow road closures, fire-service evacuations, sea storms preventing ferry connections), natural disasters, civil unrest, strikes affecting roads or airports, government emergency orders, and acts of war or terrorism.

In a force majeure event, the affected Booking is rescheduled where practicable, or refunded in full. The Platform may impose a small administrative fee (€5) on refunded force majeure bookings to cover payment-processor costs.

15. Governing law & jurisdiction

These Booking Terms are governed by Greek law. Any dispute arising out of or in connection with a Booking shall first be attempted to be resolved by good-faith negotiation. Failing that, the courts of Athens, Greece have exclusive jurisdiction, save where mandatory consumer-law provisions in your country of residence provide otherwise.

Questions about these terms? Email [email protected] or use the contact form. For the broader site usage terms see Terms of Service; for personal data handling see the Privacy Policy.