Terms of Service

1) Company and scope

ODDO TRANSFER is operated by ODDO TRANSFER, Société à responsabilité limitée simplifiée (SARL-S), registered with the Luxembourg Trade and Companies Register under B274502, VAT LU34568812, registered office 17 Rue de la Gare, L-5540 Remich, Luxembourg.

The website supports taxi rides, private transfers, airport transfers and hourly chauffeur services. Routes in Luxembourg and Europe-wide routes may be offered on request, subject to availability, route feasibility, applicable legal requirements and booking confirmation.

Goods or merchandise transport is not offered through the website. Ambulance or medical transport is not offered through the website.

2) Booking and contract formation

A booking is not confirmed until ODDO TRANSFER confirms it on-screen, by email, or through another confirmed communication channel and the required payment step has been completed where applicable.

You must provide accurate pickup, destination, date, time, passenger, luggage, phone, email and flight details. Incorrect or incomplete details may lead to delays, additional charges, refusal of transport or no-show treatment.

We may assign the ride to ODDO TRANSFER or to a licensed partner/operator. Your mandatory consumer and passenger rights remain unaffected.

3) Services and service area

Services include taxi rides, private transfers, airport transfers and hourly chauffeur services. Common airport routes include Luxembourg Airport, Frankfurt, Frankfurt-Hahn, Charleroi, Brussels, Paris airports and other European airports on request.

Service availability depends on route, vehicle category, passenger and luggage count, legal requirements, partner availability and booking confirmation.

Child seats are available only if requested and confirmed in advance. Pets are allowed only if confirmed in advance, except legally required assistance animals.

4) Prices, payment and refunds

Prices are shown in EUR and include VAT unless stated otherwise. Quotes apply to the route, timing, passenger count, luggage and vehicle category shown at booking.

The quoted price may include automatic time-based surcharges for night or weekend pickups where applicable. Any applicable surcharge is shown before confirmation and included in the total price.

If the pickup date or time is changed, any applicable surcharge may be added, changed, or removed.

The website may offer full online payment through Stripe, or a 35% online deposit with the remaining 65% balance due later. Cash to driver may be available for remaining balance or confirmed situations where offered. Any cash option is available only when expressly offered for the booking. The website does not offer a default full cash-only booking and does not offer bank transfer as a booking payment method.

WELCOME provides 10% off one eligible first successfully paid reservation. It is for one use, expires 30 days after issue, and may be used only by the authenticated customer account that owns it.

REWARD provides 15% off after five eligible reservations. A reservation becomes eligible only when all legs are completed, it is fully financially settled, and it is neither cancelled nor refunded. A round trip counts once. Each REWARD is for one use and expires 30 days after issue.

A deposit alone is not sufficient for reward progress. A DEPOSIT_DRIVER reservation may qualify only after every leg is completed and the reservation is fully settled, including the driver balance.

A booking may use at most one WELCOME, REWARD or PROMO benefit. Benefits cannot be stacked, have no cash value, are non-transferable and are specific to the customer account.

A selected benefit may be temporarily HELD during checkout. The hold is released after a safe cancellation or expiry of the checkout attempt, while successful payment completion consumes the benefit. A consumed benefit is not automatically restored after a later partial or full refund or cancellation.

A cancelled or refunded reservation no longer counts toward reward progress. Completed and fully settled history is not silently rewritten; any reconciliation follows these Terms and the recorded financial and refund facts.

Unused benefits may be revoked for fraud, abuse, technical error or invalidated eligibility. ODDO TRANSFER may change or end the benefit program prospectively, while accrued benefits and completed payment history remain governed by the terms and recorded facts applicable to them.

Unresolved chargebacks and payment disputes are handled through manual operational and finance review. A dispute does not automatically restore or revoke a benefit, change reward progress or rewrite paid history; any later change follows the verified final outcome, applicable law and these Terms.

A successful card refund is sent to the original payment method. Most banks or card issuers display it within approximately 5–10 business days. This is an estimate, not a guarantee, and ODDO TRANSFER cannot observe when the customer’s bank posts it.

A recent card charge may disappear as a reversal instead of appearing as a separate credit. If neither the refund nor a reversal is visible after 10 business days, the customer should contact ODDO TRANSFER with the booking reference. A bank trace reference may be provided if available.

Strong Customer Authentication or other payment-provider checks may be required. We do not store full card numbers or CVV.

5) Cancellation policy

Timing and customer cancellation

For purposes of this cancellation policy, a cancellation, whether requested by the customer or initiated by ODDO TRANSFER, is treated as occurring at the single time when it is recorded by ODDO TRANSFER’s system. The 24-hour boundary is determined by comparing that recorded time with the authoritative scheduled pickup instant for the affected transfer scope, using the Europe/Luxembourg time zone. Only a cancellation recorded strictly more than 24 hours before that pickup falls within the 80% refund window; a cancellation recorded exactly 24 hours before pickup or later falls within the standard no-refund window.

If a cancellation request is submitted more than 24 hours before the scheduled pickup time for the cancelled transfer scope, ODDO TRANSFER refunds 80% of the amount actually paid and attributable to that cancelled scope and retains 20% of that eligible paid amount.

The retained 20% covers the administrative processing, booking administration, operational planning, dispatch and coordination work, vehicle and driver capacity reserved in advance, and the reduced opportunity to sell the reserved time slot to another customer.

The retained amount is deducted only from money already paid. It is not an additional fee charged after cancellation, and no additional cancellation charge is added.

If a cancellation request is submitted exactly 24 hours before pickup or less than 24 hours before pickup, no refund is due under the standard cancellation policy. ODDO TRANSFER retains 100% of the amount actually paid and attributable to the cancelled transfer scope.

This retention covers administrative and operational work already performed and vehicle and driver capacity reserved when the opportunity to sell the time slot is limited or may no longer be reasonably available.

No additional cancellation fee is charged beyond the amount already paid. Mandatory consumer or passenger rights and authorized case-by-case administrative discretion remain unaffected.

Only collected money can be refunded. For a deposit booking, the refundable basis is the eligible deposit actually paid for the cancelled scope. Any unpaid balance attributable to that scope is cancelled; it was never charged and is therefore not a refund.

For a fully paid booking, the refundable basis is the amount actually paid and attributable to the cancelled scope. For a partial or round-trip cancellation, the rule applies only to the cancelled outbound leg, return leg, or both legs as selected. Unaffected legs remain active.

If reliable allocation data is not sufficient to determine the amount paid for the cancelled scope, the refund requires manual review and no final amount is promised automatically.

Cancellation by ODDO TRANSFER — within its reasonable control

If ODDO TRANSFER cancels or is unable to perform a confirmed booking, or a confirmed part of a booking, for reasons within ODDO TRANSFER’s reasonable control, the customer will receive a full refund of 100% of every amount actually paid and attributable to the affected unperformed transfer scope.

In addition to that refund, the customer will receive monetary compensation equal to the amount ODDO TRANSFER would have retained under this Section if the customer had cancelled the same affected scope at the same recorded time relative to the authoritative scheduled pickup.

Accordingly, if the ODDO TRANSFER cancellation is recorded more than 24 hours before the affected pickup, the additional compensation is 20% of the amount actually paid for that affected scope. If it is recorded exactly 24 hours before pickup or less than 24 hours before pickup, the additional compensation is 100% of the amount actually paid for that affected scope. This monetary compensation is additional to the full refund.

Any unpaid balance attributable to the affected scope is cancelled and is neither refunded nor included in the compensation calculation. For a partial cancellation, only the affected unperformed scope is refunded and compensated; unaffected transfer legs remain active where feasible.

Where additional compensation cannot technically be returned through the original payment method, ODDO TRANSFER will arrange payment of that monetary compensation separately using an appropriate payment method. Automatic payment of that compensation is not promised, and the compensation will not be replaced solely by a voucher unless the customer freely agrees.

Examples: for an eligible amount actually paid of EUR 100, cancellation more than 24 hours before pickup results in a refund of EUR 100 plus additional compensation of EUR 20; cancellation exactly 24 hours before pickup or later results in a refund of EUR 100 plus additional compensation of EUR 100. For an eligible deposit actually paid of EUR 35, the corresponding outcomes are a refund of EUR 35 plus compensation of EUR 7, or a refund of EUR 35 plus compensation of EUR 35. No unpaid balance is included.

Cancellation by ODDO TRANSFER — outside its reasonable control

If ODDO TRANSFER cancels or cannot perform the confirmed affected scope because of circumstances genuinely outside its reasonable control, including force majeure, a legal or regulatory prohibition, a serious safety restriction, a road, border or authority restriction, a material customer breach, materially incorrect customer information, or another circumstance for which ODDO TRANSFER is not legally responsible, the customer will receive a full refund of 100% of the amounts actually paid and attributable to the affected unperformed scope. Any unpaid balance for that scope is cancelled. Any unaffected transfer scope remains active where feasible. No standard additional contractual compensation is promised unless mandatory law requires otherwise.

This exception does not apply merely for ordinary ODDO TRANSFER operational convenience. The classification must be supported by the recorded circumstances and is not determined unilaterally and conclusively by ODDO TRANSFER. Any disputed classification remains subject to applicable law and the customer’s dispute-resolution rights. This provision does not reclassify a cancellation initiated by the customer or a no-show under Section 6 as a cancellation by ODDO TRANSFER.

Nothing in these cancellation provisions limits any mandatory consumer, passenger or other non-excludable right.

14-day statutory withdrawal

Passenger transport services are subject to the specific cancellation rules in these Terms. The standard 14-day statutory withdrawal right that applies to many distance contracts does not apply to passenger transport services to the extent excluded by applicable law. This does not affect any mandatory consumer or passenger right that applies independently of that withdrawal regime.

6) No-show, waiting time and flight delays

Airport pickup: the driver waits up to 60 minutes after actual landing time if the correct flight number was provided.

Non-airport pickup: the driver waits up to 30 minutes after the scheduled pickup time.

After the applicable waiting time expires and the passenger cannot be reached, the booking may be treated as a no-show and non-refundable.

Extra waiting time may be charged. Flight delays are considered only if the correct flight number was provided in time.

7) Luggage, conduct and prohibited items

You must choose a suitable vehicle for the passenger and luggage count. Oversized luggage must be declared before pickup. Transport may be refused if luggage does not fit safely or was not declared.

Seatbelts are mandatory. You are responsible for passenger conduct, damage, cleaning costs and ensuring children use appropriate seats unless a requested child seat was confirmed by us.

Strictly prohibited items include illegal goods, weapons, explosives, dangerous substances, drugs, undeclared oversized luggage, and any item prohibited by law or by the assigned transport partner.

8) Changes, extra stops and route deviations

Changes, extra stops, detours and waiting beyond the included period are subject to feasibility, vehicle/driver schedule, safety and legal requirements.

Accepted changes may result in additional charges for time, distance, parking, tolls, access fees or revised vehicle requirements. Material route changes may require a revised quote.

9) Liability, insurance and force majeure

Transport is performed by ODDO TRANSFER or assigned licensed partners/operators under applicable vehicle and passenger transport insurance requirements.

To the extent permitted by applicable law, ODDO TRANSFER is not responsible for delay or non-performance to the extent caused by circumstances outside its reasonable control, including severe traffic disruption, weather, road closures, strikes, border or authority restrictions, force majeure, materially incorrect customer information, late passenger arrival, or airline disruption not communicated in time.

This limitation does not remove the refund obligations expressly stated in the cancellation provisions where those obligations apply.

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by applicable law, including mandatory consumer, passenger, personal-injury or other non-excludable rights.

10) Non-circumvention and platform use

Contact details shared through the platform may be used only to perform the ride, provide service communications, or meet legal requirements.

You must not arrange substantially similar rides with an assigned driver or partner outside the platform in a way that avoids ODDO TRANSFER fees or controls. This does not restrict emergency communications or mandatory consumer rights.

11) Data protection, cookies and legal notices

Personal data is processed as described in the Privacy Policy, GDPR rights notice, Client Privacy Notice and Cookie Policy. These documents explain controller details, lawful bases, recipients, retention, cookies and rights requests.

Complaints, legal notices and company details are listed in the Legal Notice / Impressum page.

12) Governing law and disputes

These Terms are governed by Luxembourg law. Courts in Luxembourg have jurisdiction, without prejudice to mandatory consumer venue rules and mandatory consumer/passenger protections.

Please first contact ODDO TRANSFER through the published support or billing channel so that we can try to resolve the complaint directly.

Include the booking reference, your identity and contact details, a concise description of the issue, and relevant supporting evidence.

If the dispute remains unresolved, you may consult the Luxembourg Mediator of consumption for information about out-of-court consumer mediation. Luxembourg Mediator of consumption

This information does not guarantee that a mediation request will be accepted, that ODDO TRANSFER is required to participate in a particular procedure, or that a particular outcome or response time will apply.

13) Updates

We may update these Terms prospectively. A new or restarted payment attempt may begin only after the current version has been expressly accepted; the resulting booking is governed by the accepted version recorded for that checkout. If a payment-provider checkout session was already created and durably linked to that checkout before a later version took effect, safely and idempotently resuming that exact provider-bound payment attempt does not replace its recorded version; the earlier version continues to govern the resulting booking. An expired, cancelled or unbound attempt cannot be restarted under an earlier version. Historical bookings retain the Terms evidence recorded for them. Acceptance of a later version applies to new or restarted payment attempts and does not rewrite the recorded evidence for the already-started provider-bound attempt or a historical booking, unless mandatory law requires otherwise.