PrimeWays Portugal Tourism – Terms & Conditions (Transfers & Tours)

Last updated: 25/02/2026 (Europe/Lisbon)

PrimeWays Portugal Tourism is a brand of Solidrecord, Lda. (“Company”, “we”, “us”, “our”).

Company details: Legal name: Solidrecord, Lda. | VAT/NIF: [NIF] | Registered address: [ADDRESS] | Contact: [EMAIL] | Phone/WhatsApp: +351 919 101 244 / +351 934 394 347

ACCEPTANCE (IMPORTANT): By clicking “I Agree”, proceeding to payment, placing a booking, or using our services, the first named person (“Lead Passenger”) confirms they have read and accepted these Terms & Conditions on behalf of all passengers, and accepts financial responsibility for the booking and any applicable charges for the entire party.

Quick Summary (Transfers)

  • Airport arrivals: we track delays, not early arrivals. “Arrival time” means landing time (wheels-on-the-ground). Early landing does not bring pick-up forward.
  • Complimentary waiting (airport): 60 minutes from landing time. Extra waiting is charged only if accepted (see Section 9).
  • Non-airport pick-ups: 15 minutes grace period from scheduled pick-up time. Extra waiting is charged only if accepted (see Section 9).
  • Changes that affect route distance, addresses, date/time, passenger count, luggage, stops, or vehicle category may change the price. Any balance due must be paid before service.
  • No-Show is 100% non-refundable.
  • Cancellations: more than 24h = 100% refund; 24h–12h = 50% refund; under 12h = 0% refund (see Section 10).

1) Definitions

  • Company: PrimeWays Portugal Tourism (brand of Solidrecord, Lda.).
  • You / Passenger(s): the Lead Passenger and all persons included in the booking.
  • Booking / Service: the transport/tour service reserved with the Company.
  • Vehicle Classes:
    • Sedan: standard passenger vehicle.
    • Maxi-Sedan: larger vehicle (e.g., small SUV / station wagon class) with increased luggage capacity versus Sedan, but not equivalent to a Van.
    • Van: multi-seat vehicle (up to 7 passengers) with higher passenger and luggage capacity.
  • Flight Arrival Time (Airport): aircraft touchdown time (“wheels-on-the-ground” / actual landing time). Taxi time, gate/stand allocation delays, bus transfers, immigration queues, baggage delivery, and time to exit the terminal do not change this reference time.
  • Complimentary waiting time: waiting time included at no charge (see Section 9).
  • No-Show: passenger fails to present within the waiting rules, is unreachable within the waiting rules, and/or refuses applicable extra waiting charges and does not present, resulting in termination of the service. No-Shows are non-refundable.

2) Lead Passenger Responsibility

The Lead Passenger agrees on behalf of all passengers included in the booking that they:

  • have read these Terms & Conditions and agree to be bound by them; and
  • accept financial responsibility for payment of the booking and any applicable charges on behalf of all passengers included in the booking.

3) Prices, Payment & Booking Confirmation

  • Price basis: prices are calculated from the information provided (route, date/time, vehicle class, passengers, luggage, stops, extras).
  • Confirmation: a booking is confirmed only after successful payment and confirmation is shown/sent.
  • Currency: unless stated otherwise, prices are shown in EUR (€).
  • Payment processing: payments are processed by third-party payment providers (e.g., Stripe). If a payment fails, the booking is not confirmed.
  • Refunds: when refunds apply, they are processed to the original payment method whenever possible. Some payment processing fees may be non-refundable if the payment provider does not refund them.
  • Right of withdrawal: passenger transport services are typically not subject to the standard “14‑day right of withdrawal” rules for distance contracts. Cancellations follow Section 10.

4) Booking Requirements

  • Passenger Information: provide passenger names, contact phone (preferably with WhatsApp), email, and total number of travellers (children/babies count as travellers).
  • Luggage Information: provide total luggage count including checked and carry-on/hand luggage, and declare any bulky/oversized items.
  • Pick-up & Drop-off Details: provide the full pick-up and destination address (or hotel name).
  • Flight Details (Airport services): provide flight number and terminal (when applicable) to allow flight tracking and correct scheduling.
  • Special Requirements: requests (e.g., child seats, accessibility needs) must be communicated in advance and are subject to availability.

Failure to provide accurate information may affect service availability and/or pricing. Refunds may not be issued where a driver/vehicle has been allocated or dispatched.

5) Pick-up Time Selection (Airport recommendation)

The passenger is responsible for selecting the pick-up time.

Airport arrivals: We strongly recommend scheduling the pick-up at least 30 minutes after landing time to account for taxi time, stand/gate allocation delays, disembarkation, possible bus transfers, and time required to reach the meeting point. Selecting a pick-up time too close to landing time may result in additional waiting charges or operational constraints.

6) Flight Tracking (Delays vs Early Arrivals)

We monitor flights for delays to better coordinate airport pick-ups. Early arrivals do not bring the pick-up time forward. If a flight lands earlier than scheduled, the driver will arrive at the booked pick-up time, not earlier. The driver may be available earlier if operationally possible, but this is not guaranteed due to other scheduled services.

Multiple flights (same party): If your group is arriving on multiple flights with different landing times, we recommend providing the flight details of the last-arriving flight and selecting a pick-up time that allows the entire group to gather and meet the driver.

7) Emergency Contact

For urgent issues or last-minute updates:

  • +351 933 787 873
  • +351 934 394 347

8) Contact Procedure (Evidence)

Preferred channel: written message (SMS/WhatsApp) for evidence purposes.

Passenger obligation: the passenger must contact the driver/company as soon as possible and in any case before the end of the complimentary waiting period. Without passenger contact, we cannot confirm the passenger’s presence at the pick-up location or resolve meeting issues.

Driver contact attempts: during the complimentary waiting period, the driver will attempt to contact the passenger up to three (3) times, with the third and final attempt made at the end of the complimentary waiting time.

Call recording (if used): where confirmation is obtained by phone call, the call may be recorded strictly for proof of acceptance of charges and instructions, with prior notice at the start of the call. If the passenger does not accept recording, confirmation must be provided via written message (SMS/WhatsApp).

9) Waiting Time, Extra Waiting & No-Show

  • Airport pick-ups:
    • Complimentary waiting: up to 60 minutes from landing time.
    • At 60 minutes: the passenger will be contacted and must explicitly confirm acceptance of extra waiting charges.
    • Extra waiting charges (parking included) – per 30-minute block (any started block counts):
      • Sedan: €15 / 30 min
      • Maxi-Sedan: €20 / 30 min
      • Van: €25 / 30 min
    • If the passenger accepts extra waiting, the driver may wait up to a total of 1h30 from landing time. Beyond 1h30 total, any further waiting is subject to driver availability and is not guaranteed.
    • If the passenger refuses extra waiting and does not present, the service will be terminated as No-Show and the driver will leave, collecting evidence.
    • If the passenger is unreachable up to the end of the 60-minute complimentary waiting period, the service will be terminated as No-Show and the driver will leave, collecting evidence.
  • Non-airport pick-ups (addresses/hotels):
    • Grace period: 15 minutes after the scheduled pick-up time.
    • Extra waiting charges – per 15-minute block (any started block counts):
      • Sedan: €10 / 15 min
      • Maxi-Sedan: €15 / 15 min
      • Van: €20 / 15 min
    • Maximum waiting: up to 60 minutes total after the scheduled pick-up time. After this, the driver may leave.
    • If the passenger refuses extra waiting and does not present, or remains unreachable, the service will be terminated as No-Show and the driver will leave, collecting evidence.

No-Show is 100% non-refundable.

10) Cancellation & Refund Policy

  • More than 24 hours before pick-up: 100% refund.
  • Between 24 hours and 12 hours before pick-up: 50% refund.
  • Less than 12 hours before pick-up: 0% refund.
  • No-Show: 0% refund.

Refunds (when applicable) are processed to the original payment method whenever possible. Some payment processing fees may be non-refundable if the payment provider does not refund them.

11) Booking Changes

  • Changes are accepted only up to 12 hours before pick-up and are subject to availability.
  • Time/date changes may be accepted up to 12 hours before pick-up. No admin fee is charged, but any price difference caused by the change (route, time band, vehicle class, passengers/luggage, etc.) must be paid before service.
  • Changes that increase service cost (e.g., additional passengers, luggage, bulky items, upgrades, additional services) are charged as the applicable price difference.
  • Change requests under 12 hours before pick-up are not accepted. The booking remains as scheduled, and cancellation (if desired) follows Section 10.

12) Price Inclusions

The price includes operational costs for the booked route, including tolls and parking/access fees applicable to the service, unless otherwise specified in the booking.

13) Additional Stops

  • Maximum: 1 extra stop per booking.
  • Route limit: the stop must be on-route or within a maximum 5 km detour from the route to the drop-off location.
  • Fee: €10 per extra stop, maximum 15 minutes.
  • If the stop exceeds 15 minutes: €10 per additional 15-minute block. Continuing to wait remains subject to driver availability and upcoming services.
  • Stops outside these limits may require a new price/booking.

14) Luggage Policy

Count both checked and carry-on luggage in your booking. Each piece counts as one item.

  • Medium checked: up to 70 cm and up to 23 kg.
  • Large checked: above 70 cm or above 23 kg (counts as 2 medium).
  • Bulky / oversized: strollers, bicycles, sports equipment, musical instruments, foldable wheelchairs, etc. Must be declared in advance and described in the notes.

Vehicle capacity (guidance)

  • Sedan: up to 3 passengers; up to 2 medium + 2 carry-on (large counts as 2 medium).
  • Maxi-Sedan: up to 4 passengers; up to 3 medium + 2 carry-on (large counts as 2 medium).
  • Van: up to 7 passengers; luggage capacity depends on occupancy and configuration (large counts as 2 medium).

Undeclared / excess luggage

  • If luggage exceeds what was declared, we assess whether it can be carried safely in the assigned vehicle.
  • If it fits safely, excess luggage fees may apply:
    • Medium extra: €10
    • Large extra: €15
    • Bulky extra: €25
  • If it does not fit safely or makes the vehicle unsafe: an upgrade to a higher vehicle class and/or an additional vehicle may be required, charged as the fare difference, subject to availability.
  • If the passenger refuses applicable fees/upgrade, the transfer may proceed without the excess luggage and the passenger must arrange alternative transport for it. If the passenger chooses not to travel, the booking may be treated as a No-Show.

15) Child Seats (CRS) & Legal Compliance (Portugal)

Passengers travelling with babies or children must include them in the total number of travellers.

Portuguese law requires that children under 12 years old and shorter than 135 cm travel using an appropriate, approved child restraint system (CRS) adapted to the child’s height and weight.

We provide child seats at no additional charge when requested in advance and subject to availability. Available options:

  • Infant Carrier (0–6 months)
  • Child Seat (6 months–3 years)
  • Booster (3–12 years)

If a legally required CRS is missing and cannot be provided, the driver may be unable to transport the child(ren) for safety and legal compliance. The passenger must arrange an alternative solution (e.g., own CRS or other transport). Cancellation/refund follows Section 10.

16) Pets Policy

  • Pets are permitted only in secure carriers.
  • Service animals (e.g., guide dogs) are permitted without a carrier, provided they are properly identified and kept under control.

17) Conduct, Safety & Vehicle Protection

  • The Company reserves the right to refuse service if passengers fail to maintain orderly conduct or jeopardize the vehicle and driver’s cleanliness or safety.
  • Service may be refused if passengers are intoxicated or disruptive, or if there is a risk of damage caused by passengers, their belongings, or pets. If service is denied under such circumstances, the booking will be charged in full.
  • Cleaning/damage fees (minimums):
    • Interior cleaning: from €80
    • Vomit/serious soiling: from €150
  • Additional costs may apply if professional cleaning/repairs are required or if the vehicle becomes temporarily unavailable.

18) Smoking, Vaping, Alcohol, Food & Drinks

Smoking, vaping/e-cigarettes, alcohol consumption, and food or other drinks are strictly prohibited in all vehicles. Only water may be consumed.

19) Refuelling / Charging Stops

The driver may make short refuelling or charging stops where necessary to complete the service safely and operationally. Such stops do not entitle the passenger to compensation, discounts, or refunds.

20) Partner Drivers / Subcontracting

The service may be provided by vetted partner drivers/suppliers selected by the Company. When this occurs, an equivalent vehicle within the same booked class will be provided. The Company remains the operational coordinator and point of contact.

21) Connecting Flights and Missed Connections

If your itinerary includes connecting flights and a delay causes you to miss your declared arriving flight, you must notify us as soon as possible (preferably by written message). We may request evidence (airline email/notification or a screenshot of the departures board) and updated flight details (new flight number and arrival time).

Where operationally possible and subject to availability, we may reschedule the pick-up to your new arrival time. Rescheduling is not guaranteed and may require a new booking or price adjustment depending on timing, availability, and vehicle allocation. If you choose not to reschedule, cancellation and refund eligibility follow Section 10.

22) Driver Identification & Service Updates

Driver and vehicle details may be shared up to 24 hours before the service. In operational cases, last-minute changes may be communicated via the booking email/phone. WhatsApp is the preferred channel for same-day communication; passengers must ensure their provided number is active and reachable.

23) Lost & Found

If you lose an item, please contact us as soon as possible. Items found in vehicles will be held for 14 days.

If the passenger is in Portugal and requests direct delivery, a delivery fee (based on distance) will be quoted in advance and charged upon delivery once agreed. Items may also be shipped via postal service/courier at the passenger’s expense. We are not responsible for loss or damage to unattended items.

24) Liability

Passengers must choose a pick-up time that reasonably accounts for potential delays (traffic, weather, roadworks, police operations, accidents, etc.). We are not responsible for missed flights, trains, reservations, or connections caused by external factors beyond our control.

We do not accept responsibility for loss, theft, or damage to luggage. Passengers are responsible for ensuring luggage is loaded/unloaded correctly and that no items are left behind.

We are not liable for any indirect, consequential, or economic losses (including missed flights, accommodation, alternative transport, or lost opportunities). Where liability cannot be excluded by law, our total liability is limited to the amount paid for the booking.

25) Force Majeure (Exceptional Circumstances)

We are not liable for delays, changes, or inability to provide the service due to events beyond our reasonable control (“Force Majeure”), including but not limited to extreme weather, natural disasters, fires, floods, strikes, road closures, serious accidents, police operations, security incidents, government actions, or major disruptions at airports or public infrastructure.

In such cases, we will make reasonable efforts to adjust schedules and routes, offer alternatives, or reschedule where operationally possible. Refunds or alternative arrangements may be offered on a case-by-case basis depending on the nature of the event and operational impact, including costs already incurred.

26) Privacy

We process personal data to manage your booking and deliver the service (e.g., names, contact details, pick-up/drop-off information). Please see our Privacy Policy and Cookies Policy for details.

27) Dispute Resolution (Consumer ADR)

Consumers may contact a Portuguese Consumer Arbitration Center, such as:

Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
📍 Rua dos Douradores, 116, 2.º, 1100-207 Lisboa, Portugal
📞 +351 218 807 030
📧 juridico@centroarbitragemlisboa.pt
🌍 www.centroarbitragemlisboa.pt

Note: the European Commission’s former Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. For EU guidance on resolving consumer complaints, see: Resolve your consumer complaint (European Commission).

28) Governing Law & Jurisdiction

These Terms & Conditions are governed by Portuguese law. Any disputes shall be subject to the jurisdiction of the competent courts in Portugal, without prejudice to mandatory consumer protection rules that may apply.