Terms and Conditions

1. 1. Terms and Conditions

1.1.  The term ‘Client’ refers to any individual making a booking. In cases where there is a group of 2 passengers or more, this individual will automatically be allocated the status of ‘lead passenger’ and will be responsible for all persons travelling under the same booking.

1.2.  The client accepts these booking conditions on behalf of each member of the booking party. The lead passenger will be the primary contact for all information and matters concerning the booking, including payment.

1.3. By accepting these terms and conditions, the client consents to the use of their phone number for contact purposes whenever necessary to ensure the effective provision of our services, solely for operational purposes.

1.4.  Payment can be made in 3 ways with the ALPYBUS SARL, hereinafter referred to as the company: 

• Online Payments : If booking through the website or by email, please confirm that all details are correct and use the "Pay Now" link found in the confirmation email. The booking will not be confirmed until full payment has been made.
• Payments by Phone : One of our call center agents will guide you through the payment process over the phone. Payment can be made with Visa, Mastercard, or Amex (Amex will be charged in CHF). Once payment is made, the client will receive a confirmation email with the e-ticket attached.
• Payments via Payment Link : Our customer service team can send the client a payment link by email. The payment link will be available for 60 minutes after it is sent and will expire afterward. If the link expires, the client must email info@alpytransfers.com or call customer service to request a new link. If the client does not do so, the booking will be automatically canceled.

If the payment has been successfully processed, the client will receive a confirmation email with the e-ticket attached.

1.5  If no pre-payment has been made for the booking, the booking is not confirmed and the company reserves the right to cancel the booking at any point. All unpaid bookings will be cancelled automatically after 7 calendar days. The company has no responsibility or liability for bookings cancelled last minute because of lack of prepayment.
*Pending bookings fares will only be kept for 7 days. If the ticket has not been paid, price changes might be applied after one week from the booking date.

1.6  If any modification to the booking results in a change in the fare after the booking has been made, the company will send written confirmation of these changes by email (if the client has provided an email address). If the client does not wish to accept the fare change, the company will cancel the booking, and the refund policy conditions (clause 8.1) will apply. Any modifications made less than 48 hours before the travel time must be made by phone.

1.7  It is the client’s responsibility to check the booking details stated on their confirmed e-ticket. The company will not be held responsible for any errors made when making a booking by telephone or email.

1.8.  Any bank or credit card charges incurred by the client when reserving with the company are made at the client's cost. Charges vary from bank to bank and will also vary depending on currency. The company accepts no liability for any charges incurred.

1.9.  Receipts will be sent via email upon the client request.

1.10. Clients with previously agreed partnership arrangements with the company may opt to be invoiced for services rendered. All invoices must be paid according to the terms indicated on the invoice. Otherwise, a surcharge may be applied.

1. 2. Types of Service

We offer various types of shared and private services with different ticket options: 

2.1. Shared Services:

Shared services refer to transfers where passengers will be traveling with other individuals in the vehicle.

2.1.1 Express Line:  The express service goes directly to its destination with fewer stops and a limited timetable. Missing the transfer invalidates the ticket. A new ticket must be purchased for the next available transfer. Express tickets are non-modifiable and non refundable

2.1.2 D2D: Door-to-door service drops passengers off at their exact requested addresses. 

For the D2D Standard ticket:

• Each change to your booking will incur a fee that corresponds to the changes. Please refer to clause 6.3. 
• If you miss your transfer, you must pay a 10€/person rescue fee to take the next available transfer. 

For AlpyPLUS ticket holders:

• You can make changes to your booking (with regards to Clause 6.3) or use the next available transfer for free if you miss your initial transfer.

2.2. Private Services: 

Private service drops passengers off at their exact requested addresses. The vehicle will not be shared with other passengers. 

For the Private Standard ticket:

• Each change to your booking (such as adding bags or changing the date,  time, flight or address) may carry a cost. Please refer to clause 6.3. 
• This service allows for a maximum wait time of 60 minutes in case of delays in connections (flights, trains, or others) from the initially scheduled pickup time. After this time, clients may need to wait for the arrival of another vehicle or be provided with an alternative service, such as accommodation on a shared service.
• If the client wishes the private service to wait longer than 60 minutes (subject to availability), a surcharge of 20% per hour of the booking value will be applied. For further details, please refer to clause 6.3.

For PremiumPLUS ticket holders:

• This additional service is available for groups of up to 20 passengers; any group exceeding this number will need to request it and cover the cost of additional vehicles if necessary.
• Each change to your booking (such as adding bags or changing the date,  time, flight or address) may carry a cost. Please refer to clause 6.3. 
• This service allows for a maximum wait time of 120 minutes in case of delays in connections (flights, trains, or others) from the initially scheduled pickup time. After this time, clients may need to wait for the arrival of another vehicle or be provided with an alternative service, such as accommodation on a shared service.
• If the client wishes for the service to wait, upon availability, an extra fee of 20% of the value per hour will apply. Please refer to clause 6.3 for details. 
• PremiumPLUS ticket holders will be provided with a Mercedes. If, due to availability issues, the Mercedes is not provided, the equivalent amount of the 50% of this extra service will be refunded. 

1. 3. Pick-Up Procedure on arrival: This term means the starting point of your journey when your pickup location is Geneva Airport or any other airport where our company operates. For private trips between cities, we consider the first departure point of your booking as the ARRIVAL . 

The pick-up time on arrivals will be between 1 hour and 3 hours after the landing time provided by the client. This may vary depending on the resort and its timetable. 

3.1 The client must present themselves at the Alpy Transfers counter where one of our representatives will assist them and complete the check-in process (please refer to clause 16 for bookings during the interseason). Afterwards, they must proceed to the designated meeting point indicated by our representative 5 minutes before the departure time and wait to be called by their name (the name of the lead passenger on the booking). Failure to be present at the designated meeting point at the time of the calling may result in missing the transfer.

**Avoriaz / Prodains Cable Car drop-offs : Customers booking shared transfers to Avoriaz will be dropped off at the Avoriaz Welcome Center only outside the operating hours of the Prodains CableCar. Transfers to Avoriaz operating outside the cable car’s opening times will have a different price, and it is the customer’s responsibility to purchase the correct ticket based on the Prodains CableCar schedule. 

1. 4. Pick-up procedure on departure: This term means the starting point of your journey, where the resort is your pickup location.

Clients must ensure they arrive at the pick-up point 5 minutes prior to their pickup time. Clients must ensure they know the location of their pickup point prior to taking their transfer. The company will not be liable if clients miss their transfer because they could not find the pickup point. 

4.1  In the instance where a resort is pedestrianised, has restricted parking areas, driving limitations (such as narrow streets, snow covered etc) and will be deemed unsafe by the driver and the company, a new collection point will be arranged. The company will not cover any additional costs incurred by the client to reach these points.

**Avoriaz / Prodains Cable Car pick-ups : Customers booking shared transfers from Avoriaz will be picked up at the Avoriaz Welcome Center only outside the operating hours of the Prodains CableCar. Transfers from Avoriaz operating outside the cable car’s opening times will have a different price, and it is the customer’s responsibility to purchase the correct ticket based on the Prodains CableCar schedule. 

1. 5. Carriage of children and minors

5.1. Local Law and Legislation.  Both local and national laws regarding the use of child seats for infants and children vary from country to country. The company will follow local legislation.
*The EU directive 2003/20/EC indicates that children must use an appropriate child seat until they reach 12 years of age or until they reach a height of 135 cm. Car seats or child restraint systems are not compulsory in coaches given article R412-2 paragraph III-3° of the Highway Code.

5.2. Safety for Babies and Children. The safety of our little passengers is especially important to us. Therefore, please note the following:

• It is illegal for babies and children to travel in the lap of an adult. The company can provide appropriate child seats, as long as they are specified at the time of booking.
• All of our child seats are reversible; thus, we strongly recommend parents travelling with infants under 1 year to bring their own. The company will provide baby seats based on the request on the reservation, and standard issue baby seats will be provided. Any client who requires non-standard equipment is advised to supply their own equipment.
• Children up to 3 years of age , must be seated in a suitable child seat that can be secured with a 2-point seat belt. Note: If the client hasn’t booked a baby seat with the company, parents must bring their own child car seat with a seat belt adapter.
  Please understand that this is solely your responsibility. Passengers with children who don't have the child seat will be denied boarding.
• Children up to 10 years must always be accompanied by an adult.
• Children between 10 and 15 years can travel alone with a declaration of consent from their parent or guardian. Please understand that our bus drivers cannot provide any supervision for children.
• From the age of 16 , children may travel alone without any restrictions. Please just make sure that your child has all necessary documents and identification papers.

5.3. Seats for Babies and Children. The correct size baby seat must be requested and the age/weight of the child must be advised. For your convenience a general guide has been provided:

• Rear facing baby seat: group 0: up to 13kgs (29lbs) approx age range: birth to 12 – 15mths
• Front facing child seat: group 1/2/3: 9-25kgs (20-40lbs) approx age range: 9mths – 4 years
• Booster cushion: group 3/4: from 22-36kgs (48-79lbs) approx age range: 6 -11/12 years

5.4  An extra fee is applicable for the provision of baby seats by the company.

5.5  Failure to request an appropriate child seat at the time of booking will mean that we are unable to provide the transfer. In this instance, we will not be able to provide any refund for any of the persons in the booking, or offer an alternative transfer.

5.6  Babies and children pay a full seat price. The seat will be allocated to the client on the basis of what they selected on the online booking form. In the case that there is any dispute over the suitability of the seat, the company will not be held accountable for difference of opinion. To save this occurrence, parents are recommended to bring their own child seats.

5.7  Parents are responsible for the correct fitting of child seat restraints in the vehicles.

5.8  Parents, or guardians (or friends over 18 years) of children and adolescents under the age of 18 years, are responsible for the conduct of these minors while in the company vehicles, and will be held responsible for any damage caused by the aforementioned minors.

1. 6. Booking conditions 

The booking confirmation email or the e-ticket must be presented to the driver for both the outward and return trips in either electronic or paper form. Failure to show an e-ticket on request may result in the client being unable to board the transfer.

6.1. Acceptance of Terms and Conditions. When the customer makes the booking, either by telephone or email, they accept the Terms and Conditions of the company.

6.2. 24h after booking : Reservations can be amended within 24 hours of purchase if departure is over 24 hours away, free of charge. 

6.3. Booking Modifications. Modifications must be made contacting our customer service via email at info@alpytransfers.com or calling the call center +41 245 39 10 17 / +44 15 82 37 71 97

• Tickets purchased through a third party that do not offer the option to add baggage are the responsibility of the customer to contact us in advance and ensure that the corresponding baggage has been added. 
• Booking modifications requested will always be subject to availability. Any modification on a standard ticket will result in additional cost.

MODIFICATION FEE TABLE

	Description	SHARED TRANSFERS	SHARED ALPYPLUS	PRIVATE	PRIVATE PremiumPLUS
Luggage	Each passenger is entitled to 1 carry-on bag of up to 8 kg at no cost.  1 checked bag which can weigh up to a maximum 23 kgs.	First checked bag: 2€ All additional bag/s: 15€ per bag Adding a first suitcase after completing the booking through our customer service: €5	First checked bag: 2€ All additional bag/s: 15€ per bag Adding a first suitcase after completing the booking through our customer service: €5	Fee might apply if it requires a larger vehicle	Fee might apply if it requires a larger vehicle
Oversized or non-declared luggage fee	All bags must be declared 24 hours in advance.  Oversized bags (over 23 kg) must be declared at least 24 hours in advance. The company has the right to deny access and to charge an additional fee to a passenger who has an oversized bag that does not fit in the vehicle or a bag that was not declared in advance.	30€ / per oversized bag 45€ per non-declared luggage	30€ / per oversized bag 45€ per non-declared luggage	Fee might apply if it requires changing the vehicle	Fee might apply if it requires changing the vehicle
Extra ski equipment	Each passenger is allowed 1 ski/snowboard bag. The dimensions of the skis must be a maximum of 1.80 m (<10 kg) at a cost of 4€ per bag. A boot bag is included in this price.	First checked ski: 4€ All additional ski/snowboard bags are 25€ per bag. Adding a first ski bag after completing the booking through our customer service: €10	First checked ski: 4€ All additional ski/snowboard bags are 25€ per bag. Adding a first ski bag after completing the booking through our customer service: €10	Fee might apply if it requires changing the vehicle	Fee might apply if it requires changing the vehicle
Extra bike	Each passenger is allowed 1 bike which must be in a box or bag, maximum size L 147cm x W 36cm x H 85cm bag.	20.00 € per bike	20.00 € per bike	Fee might apply if it requires a changing the vehicle	Fee might apply if it requires changing the vehicle
Extra passenger	After the purchase of your ticket, adding another passenger is possible depending on the capacity of the vehicle	Purchase of a new ticket will be needed	Purchase of a new ticket will be needed	Fee might apply if it requires changing the vehicle	Fee might apply if it requires changing the vehicle
Change date/hour	One change of date or hour will be allowed for free within the first 24 hours after purchasing the ticket.  Changes will not be allowed 24 hours prior to the transfer. Clients may change the date and pick up time of the transfer with more than 24 hours' notice from the pickup time, subject to availability and with an additional fee. In case of applying a different fare for the new booking (i.e. booking on weekends or bank holidays dates) the customer shall pay the price difference between the fare that corresponds.	A fee of 5€ will be applied to all changes made 24h or more in advance of travel.  Any change within 24 hrs or less, before the transfer will not be allowed.	0€ will be applied to all changes made with more than 24h notice.  Any change within 24 hrs or less, before the transfer will not be allowed.	No fee will be applied to all changes made 72 hours or more in advance of travel. Any changes requested within 24h to 48h before the travel will be subject to availability and will carry a fee equals to 20% of the total price of the booking.  Any changes requested in the last 24h before the travel will be subject to availability and will carry a fee equals to 35% of the total price of the booking.  We will reschedule the transfer to another private service if there is availability.	No fee will be applied to all changes made 72 hours or more in advance of travel. Any changes requested within 24h to 48h before the travel will be subject to availability and will carry a fee equals to 20% of the total price of the booking.  Any changes requested in the last 24h before the travel will be subject to availability and will carry a fee equals to 35% of the total price of the booking.  We will reschedule the transfer to another private service if there
Change address	Any change on address is subject to availability. Changes will not be allowed 24 hours prior to the transfer.	A fee of 5€ will be applied to all changes made 24h or more in advance of travel.  Any change within the last 24 hours before the transfer will not be allowed.	0€ will be applied to all changes made 24h or more in advance of travel.  Any change within the last 24 hours before the transfer will not be allowed.	Any address changes within the last 24 hours before the transfer will incur a cost of 20% of the total price of the booking.	Any address changes within the last 24 hours before the transfer will incur a cost of 20% of the total price of the booking.
Extra pick- up/drop off point	Shared Transfer bookings must comply with a strict 1 drop off and 1 pick up policy per booking. Two pick up addresses or more must be on separate reservations.	Purchase of a new ticket will be needed.	Purchase of a new ticket will be needed.	Subject to availability and additional charges.	Subject to availability and additional charges.
Rescue fee	If you miss your transfer due a delay not caused by the transfer provider, you can take the next available transfer by paying a rescue fee	10€ per person.	0€ and subject to availability	1h waiting courtesy on Airport arrivals. 15 min waiting on resort departures. More than 1 hour of waiting will be subject to availability and incur a cost of 35% of the total price of the booking per hour.	2h waiting courtesy on Airport arrivals. 15 min waiting on resort departures. More than 2 hour of waiting will be subject to availability and incur a cost of 35% of the total price of the booking per hour.

6.4. Refunds. The company does not provide refunds for any bookings. Only in applicable cases, the client, upon request, will receive a voucher redeemable for the full value of the booking. This only applies to specific cases described in clause 8.1. If clients wish to rebook for a later date, they must cancel their original booking and make a new one. If the client wishes to change the date of their trip, the company must receive notification more than 7 days in advance; otherwise, the standard cancellation policy will apply.

6.5. Customer Contact Number. It is the responsibility of the client to provide a contact telephone number of the person travelling at the time of booking, this contact number should be switched on, reachable and working at the time of travel. The company must be able to contact the client at all times. The company is not responsible for any issues that occur in the delivery of the transfer service as a result of the client failing to do so.

6.6. Incorrect Information.  The company accepts no responsibility for incorrect information given by a client that results in either a flight or transfer being missed. This applies to phone bookings, email bookings and online bookings.

6.7. Flight Arrival and Departure Time Information . It is the client's full responsibility to accurately state their flight arrival and departure times so that correct collection times can be given. (The booking system collection times are in accordance to flight times not flight numbers). 

6.8. Customer Accommodation Address.  

• It is the responsibility of the client to supply a complete valid address (street name, and road number required) within the borders of the resort they have selected. Addresses outside the borders of the resort selected will not be serviced. Please be advised that the booking system may automatically confirm the address, as it does not detect incorrect address details or addresses that are outside the borders of the resort. Once this mistake is detected, the booking will be cancelled if the address is not within the resort. Consequently, if amending the address is needed, booking will be subject to an extra charge.
• When a client does not supply a full address or supplies an incorrect address, the driver will attempt to locate the accommodation for a period not exceeding 5 minutes for shared transfers and 20 minutes for private transfers, after this time the client’s will be dropped off at the resort tourist office (whether it is open or closed). If the transfer is a departure from the resort the transfer will be forced to leave the resort without the client.
• If no accommodation details are received or invalid accommodation details are received for a departure transfer and the company is unable to make contact with the client, the company will cancel the booking, with no refund to be issued.

6.9. Vehicle Changes During the Journey.  On shared services, the company reserves the right to transport passengers in multiple vehicles during one transfer. Passengers may be transported in a large vehicle or coach from Geneva airport to a central location within a resort and then distributed into smaller feeder vehicles for the completion of a door-to-door service.

1. 7. Third-party tickets

7.1.  Tickets purchased from a third party ticket provider are subject to the terms and conditions of Alpy Transfers.

7.2  Express tickets bought from third-party ticket providers are non-refundable and  cannot be modified. 

7.3  Any additional luggage or ski equipment will be subject to Alpy Transfers ticket condition.

7.4  Any refunds, if applicable, will be provided by the company through which the ticket was purchased.

7.5.  The customer who bought the ticket from the third - party ticket provider is responsible for providing accurate information about his travel. A valid email address and contact number must be provided within the booking process for communication in case the service provider needs to contact the passenger. In the event that the information provided to the third-party provider is incorrect, Alpy Transfers is not liable for any missed transfers nor missed onward journey due to pickup time allocated.

7.6. If extra luggage or a baby car seat needs to be added, it is the client's responsibility to contact Alpy Transfers to include them in the booking (please see clause 6.3).

1. 8. Cancellations and Refunds

8.1. Cancellations. Booking cancellations must be made in writing via email to info@alpytransfers.com or calling our customer service to +41 245 39 10 17 / +44 15 82 37 71 97. 

All refund requests need to be done in writing and sent via email to info@alpytransfers.com. 

The company refund policy is as follows:

	EXPRESS LINE	SHARED STANDARD	SHARED ALPYPLUS	PRIVATE	PRIVATE PremiumPLUS
Notice Period 0 to 2 days	Refund nor voucher not applicable	Refund nor voucher not applicable	Refund nor voucher not applicable	Refund nor voucher not applicable	Refund nor voucher not applicable
Notice Period 3 to 7 days	Refund nor voucher not applicable	Refund nor voucher not applicable	50% voucher applicable	50% refund given	50% refund given
Notice Period over 8 days	Refund nor voucher not applicable	50% voucher applicable	100% voucher applicable	100% refund given	100% refund given

*The refund / voucher % is calculated on the base price of the ticket — extra luggage, AlpyPlus tickets and seat options are exempt. Once you have booked your transfer any extra fees such as additional bags/ski bags/baby seats are non-refundable.
Extra stops for private transfers are not refundable. 

8.2.  In order to use your voucher, please email  info@alpytransfers.com  with your previous booking reference number. If the ride exceeds the amount of the voucher / credit, the difference must be paid.

• Vouchers are reusable : If the price you paid was lower than your voucher's value, the amount left is still valid.
• Give away your voucher: Vouchers can be given to another person. The original client, named on the original booking, needs to make the new booking for the other person.
• Expiration dates cannot be adjusted: Once your voucher expires, 12 months from date of cancellation, it’s not possible to extend the expiration date or get a replacement. You must use your voucher to book a ride that takes place before the voucher's expiration date.

8.3.  Refunds will be issued up to 8 weeks from the date the refund was approved. Refunds will be sent back via the original payment method used. If you paid via Bank Transfer please supply your full bank details to process the refund (IBAN, SWIFT and address).

8.4. In the event that the refund cannot be issued via the original payment method used, the company will be needing to process the refund via bank transfer. In this case, the company needs your bank information.

1. 9. Luggage

9.1. Luggage Conditions.  

9.1.1. All luggage must be clearly labelled with the client's name and destination address. The company does not take responsibility for customers taking incorrect luggage from the vehicle nor luggage swaps. All luggage must always be accompanied by a passenger. In any case, the company will not take care of the luggage without the owner present.

9.1.2. The company will take all reasonable care in the loading and carriage of luggage. The client must stay with the luggage until it is loaded onto the bus. We accept no responsibility for luggage / items damaged in transit. Clients are advised to check the terms of their travel insurance policy.

9.1.3. Fees applied must be paid before loading any luggage into the vehicle. Payment can be made either at our desk or by calling customer service. If this type of luggage has not been declared at the time of booking, we will refuse to transport if there is not enough space available in the vehicle. In any case, the company cannot be held responsible for delays or damages caused by delivery of this baggage.

9.1.4. In the event that an item or piece of luggage is lost due to our mistake, it must be proven in order for compensation to be provided. We will offer compensation up to a maximum of €150. If the customer provides receipts or invoices for the value of the luggage, we will reimburse up to a maximum of €1,000.

9.2. Standard Baggage Allowance. Our standard luggage allowance per passenger is:

• 1 piece of hand luggage (carry-ons, under 8 kgs) per passenger for free.
• 1 piece of checked suitcase (hold luggage, under 23 kg) at a charge of €2.00 per passenger
• 1 set of skis or snowboard at a charge of €4.00 per passenger.
• 1 bike in a box/carry case is allowed at a charge of €20.00 per passenger.

Any additional suitcase will have a charge of €15.00. All must be indicated at the time of booking.

The Ski/Snowboard bag:

• 1 ski bags / snowboard bag per passenger must not exceed 10kg
• Dimensions: Length 180cm, Width 33cm, Depth 24cm.

Bikes:

• Bikes must be boxed or in a bag.
• Maximum dimensions: Length 147cm, Width 36cm, Depth 85cm.

Any excess luggages/bikes must also be declared at the time of booking (please check clause 6.3)

9.3. Oversized luggage. For the comfort and safety of all passengers “over-sized” luggage must be declared at the time of booking. If the luggage has not been declared in advance, the company reserves the right to charge an additional fee of 45€. If there is no room for it to be transported safely, the company reserves the right to refuse to transport the luggage.

9.4. Extra luggage. In the event that the client has excess luggage at the airport, the company reserves the right to charge an excess baggage fee or refuse to transport the items and/or the clients. The fee for excess luggage is €45.00. In the event that the company refuses to continue with the transfer due to undeclared / excess luggage, no refund nor credit will be given.

9.5. Lost luggage. If a luggage or an item was forgotten / lost in the vehicle, the client must inform the company by email at the following address:  info@alpytransfers.com . The client shall arrange for a courier pick-up of said luggage or items at their own expense. If an item forgotten during a transfer is not claimed after the season it was forgotten / lost, the company will be entitled to relinquish, destroy or donate the said item.

9.4. Wheelchairs for passengers with reduced mobility. Upon prior communication from the client, the company offers free transportation for wheelchairs for people with reduced mobility, provided they are manual wheelchairs. Passengers with special needs who require assistance to board and disembark the vehicle must be accompanied by a person. The company, as well as airport agents and drivers, will do their best to assist passengers, but they will not be held responsible for any damages or issues that may arise, as the staff is not specifically trained to provide personalized assistance.

1. 10. Conditions of Travel

10.1 . Clients who cause damage inside the vehicle due to excessive consumption of alcohol, drugs, food, or beverages, among others, will be fined €150 by the company. The driver reserves the right to collect graphic evidence, such as photographs and videos, which may be used as evidence in case of any dispute or to support the report and notify the company. In case of refusal or inability to pay, the company will proceed to file a police report.

10.2.  The company reserves the right to refuse to transport any person who is thought to be under the influence of alcohol and/or drugs or whose behaviour is considered to pose a threat to the safety of the driver, the vehicle, or the other passenger(s). The company reserves the right to cancel the return transfer of any persons refused boarding on their inbound transfer due to the described behaviour with a refund nor credit.

10.3.  Any damage caused to a company vehicle by a client must be paid for immediately. If payment cannot, or will not, be made then the company will be forced to take legal action against the customer(s) in question.

10.4 . Smoking, eating, drinking and consumption of alcohol is forbidden in all the company vehicles. Clients must remove all personal rubbish when they leave the vehicles. 

10.5 . Clients are expected to act civil and mannered. Clients must not act in an abusive or threatening manner to any staff member and /or other passengers. Clients behaving in a threatening, disrespectful or abusive manner will have their ticket cancelled on the spot and the company will provide no refund nor credit for the original booked ticket and will not be liable for any further costs incurred by the client as a result of a cancelled ticket.

10.6 . The company does not allow pets to travel out of consideration for passengers who may have allergies. Pets may travel on a private service if they are in their own spill-proof carrier. Exceptions will be made for service dogs, for which the client will need to provide the relevant documentation and notify the company before traveling. The client must send the necessary documentation via email to info@alpytransfers.com.

10.7.  Clients must wear their seat belts at all times.

10.8.  In case of force majeure, the company may be forced to explore other transport options for customers. This will only arise when there is a substantial risk to the customer and driver involved in attempting the journey, and this decision will rest solely with the management of the company. Payment for any extra transport taken will be made by the customer, however the company will provide documentation to aid the customer in claiming back any payments from their holiday insurance provider.

10.9.  In the event that the company driver is unable to reach a customer drop off point or pick up point due to bad weather, road conditions, or the transfer vehicle being too large to access certain properties, the customer must attempt to make their own way to a suitable, safe, pickup location or may be required to make the rest of the journey on foot or via other transport means. The company is not liable for any additional costs incurred in this instance. The company recommends clients to check their accommodation and resort information before travel and be aware of any potential access issues.

10.10.  Clients arriving/departing on the French side of Geneva airport must make their own way to/from the Swiss side of the airport. Clients arriving/departing via Terminal 2 (charter flight) of Geneva airport must make their own way to/from the arrival's hall in the main terminal and meet our airport team and driver at our desk.

10.11.  The company reserves the right to modify the type of vehicle used for all transfers. Vehicles may vary in order to accommodate any number of passengers from 2 to 50. This may include coaches and larger mini buses, as well as smaller vehicles. 

10.12  The company may require passengers to change vehicles during the course of the booked transfer. This is considered normal practice on all shared transfers aligned with Sustainability Action Plan in order to reduce our Foot Carbon print.

10.13  Shared Transfer bookings must comply with a strict 1 drop off and 1 pick up policy per booking. Two pick up/ drop off addresses or more must be on separate reservations. For private transfers, if you wish to add multiple pick up or drop off addresses, this service is made solely at the company discretion and is subject to availability, additional charges will be added on your booking for this service.

1. 11. Conditions of Service

11.1. Arrival Time at the Airport. The company schedules D2D and PRIVATE transfers to arrive at the airport no less than 1.5 hours before the flight departure time under normal conditions. If clients wish to arrive at the airport with more time, the company must be notified at least 3 days before travel. The arrival time at the airport for Express tickets will be up to the client. 

11.1.1. A client requesting to leave the resort later than the recommended time does so entirely at their own risk and the company will not be held accountable for a missed flight or onward journey or additional costs as a result of this decision.

11.1.2.  The company reserves the right to select both arrival and departure times on its shared transfer service for D2D and Private transfers. 

• On arrival: the transfer time is set approximately between 1 to 2 hours after the flight arrival time given by the client. Transfer time to be confirmed the evening before travel.
• On departure from resort : your exact pick-up time depends on the following:
  • The numbers of passengers that are travelling with you that need to be pick up from different addresses on a door-to-door service
  • Weather conditions
  • Traffic in the resort/s and/or at the border
  • Speed limitations, maybe road or vehicle type.

• The company aims to get clients to the airport between 1.5 to 4 hours before their flight departs. 

11.2. Delayed flight & passport control: 

The company is not responsible for any flight delays or delays due to issues at passport control. In the event of a flight being canceled or severely delayed, the client is considered to have missed their booked transfer. If an alternative flight is arranged:

• Same day of travelling: rescue fee might apply depending on your ticket type. Please refer to our clause 6.3.
• Travelling another day : cost of a new booking.
  *If the next available transfer results on the following day. In this instance the company offers no compensation or liability for costs incurred.
  *All subject to availability, no refund will be provided for the original booked ticket.
• Private transfers: The company driver will wait for flight delays if the client wishes the company to do so. When the clients don’t show up after 1 hour from the scheduled pickup time, they could be subject to a wait on arrival or different types of service being provided, extra fees will be applied (Please refer to clause 6.3). It may also result in the sharing of a vehicle with other passengers, or it could mean there is no longer a transfer available for the client.
• Should the client not wish to wait for the next available transfer, they will be free to arrange alternative transport at their own cost. No refund for the original booked transfer or compensation for additional costs incurred will be payable by the company. They should seek the refund of the additional cost from their travel insurance provider.

11.2.1. In the event of a flight delay, clients must go to the company transfer desk. The airport team will relocate the client to the next transfer available depending on the ticket that you have purchased. Please refer to clause 6.3. This may result in a wait on arrival, or a transfer the following day. 

11.2.2.  If a new transfer cannot be provided, the client will be supplied with a statement stating that they were unable to travel on the original booking, this may be used to make a claim via their travel insurance. No refund will be issued for the original ticket and the company is not liable for any additional costs incurred.

11.2.3.  The company is not obligated to wait for any clients who are late for their transfer, nor will the client be entitled to a refund for their booking should they miss their transfer. As mentioned in the clause 11.14  the company will not be liable for any cost incurred by the client missing their transfer.

11.2.4.  The company is committed to providing punctual service. However, due to potential delays caused by traffic or other external factors, a delay of up to 1 hour on the shared transfer service is considered normal.

11.3. Delayed luggage on shared transfer: The company reserves the right to consider a customer who has arrived at check-in on time, but whose luggage has not yet arrived, as not being on time for the bus. As such, the terms of missed transfer will be applied. The company will not wait for the customer, nor will it reimburse the original booking or compensate for any additional costs incurred. However, the company will provide documentation to the customer that can be used as proof for their insurance provider to recoup any money lost. 

11.4. Delays due to lost or delayed luggage. In the event of a significant delay caused by delayed/ lost luggage, clients are asked to keep the company informed of the length of delay. For clients arriving at the airport, It is the responsibility of the airline and/or handling agent of the airline to deliver any lost luggage to the passenger.

11.4.1.  It is the responsibility of the airline and not the company to deliver any lost luggage to the customer. If the transfer is missed due to Airline luggage delay, no refund will be provided, and the standard terms and conditions of a delay (11.10) will be applicable. Any claims will need to be taken up with the airline in question.

11.4.2.  The company offers no guarantee that they can still supply the transfer requested whether informed in advance of a flight or luggage delay or not.

11.5. Delayed flights.  In the case that a customer is unable to take their transfer because of delayed, cancelled or missed flights and the customer incurs additional costs arranging alternative travel, the company will provide on request a written statement as to the reason these additional costs were incurred. However, the company will not be liable for any of these additional costs, nor will the company provide any refund for the original booked service.

11.5.1.  The company will not be responsible for arranging alternate travel for clients who miss their transfers on either arrival or departure. Nor will the company be liable for a refund of the original ticket or any new costs incurred.

11.6. Outbound trips : In the situation that the client is not at the specified meeting point at the arranged time, the driver will wait for a MAXIMUM of 5 minutes on a shared transfer service and 15 minutes on a private transfer service. After this time the customer will be deemed a ‘no show’ and the company will give no refund for the transfer and will not be liable for any later problems or costs that arise due to clients missing their transfer.

11.7. Diverted flights : If a client flight is diverted to another airport, it will be their responsibility to make their way to Geneva Airport. The company will not be liable to arrange or provide clients with transport to Geneva airport and the standard flight delay policy will apply in the case of missed transfers (please refer to clause 11.6)

1. 12. Transport delay: 

On the arrival (D2D and Private): 

• Over 2 hours will result in a voucher of 4.50 CHF to use as a token in any bar/cafeteria with our partner's company.
• Over 4 hours will result in a full refund for the client.
  *This does not apply to clients who missed their transfer due to a flight delay, cancellation or errors made within their booking or during the inter-season months when transfers are running on a limited service.
  The company will attempt to keep the client informed of all changes, however these changes may be last minute in the case of unplanned events e.g. inclement weather, police controls, traffic, etc. If the transfer time is unsuitable for the client the company offers no compensation for additional costs incurred for alternative travel.  

12.1. Delay conditions. The company will not incur any liability whatsoever in the event of any delay due to causes beyond its control (force majeure). The following clause outlines examples of these causes but are not limited to:

• Accidents on route causing delays to the vehicle.
• Exceptional or severe weather conditions.
• Compliance with requests of the police.
• Deaths and accidents on the road.
• Vandalism and terrorism.
• Traffic delays, road closures and diversions.
• Industrial action by third parties.
• Issues and delays caused by other customers
• The vehicle being held or delayed by a police officer or government official
• Other circumstances affecting passenger safety
• Road closures due to bank holidays or other events.
• Properties that are not accessible by the type of vehicle booked.
• Acts of God, flood, earthquake, avalanche or any other natural disaster.
• Epidemic or pandemic.
• War, threat of war or similar.
• Fire or explosion.
• Terrorist attack or riots.

12.2. Flights landing early: The client will be endeavored to be transported to the resort as soon as possible by the company. In the event that the client's flight arrives early, they might be directed to the Alpy Transfers counter to inform the airport agents about their early arrival. If there is availability, the airport team may arrange another transfer for them. If the client is assigned to an earlier transfer of the same service type, it will be provided at no additional cost. However, if an upgrade in service type is requested, the price difference will be charged accordingly.

12.3.   Transfer time changes and delays – In the instance that a client transfer time is altered either to or from resort or the vehicle is delayed, and the client does not wish to wait for the vehicle, they will be free to arrange alternative transport. However, no refund for the original booking or compensation will be payable by the company if the delay is within the normal wait times indicated in clause 11.3.

12.4 . Off - season transfers (interseason): The company allows clients to book trips during the off-season. (See clause 16).

1. 13. General Terms

13.1.  The client is strongly recommended to have holiday/travel insurance. In the case that transfer delays occur - causing missed flights and other such costly events the company will not be held liable for the cost. The company will, however, provide documentation to the customer that can be used as proof to their insurance provider in order to recoup any money lost.

13.2.  In events beyond the company’ control, due to unforeseen eventualities that would compromise the company’ effectiveness and ability to provide the transfer, the company reserves the right to combine private and shared transfers , outsource transfers or cancel any transfers at short notice.

13.3.  The company reserves the right to outsource bookings to other licensed transport companies. The company does so with suppliers of transfer services using reasonable skill and care. The company is not responsible for any changes in fare with the new provider,when travelling with a Partner Company passengers may be subject to changes in terms, and other operating conditions.

13.4.  In the instance of a client having connections to make (such as bus, train or other transportation) the company will not be held liable for any costs incurred for any missed or lost connections resulting from a transfer delay or time change.

13.5.  Nothing can affect the clients statutory rights. The company SARL terms and conditions are governed by Swiss Law. By accepting these terms and conditions, you are accepting the terms specific to the transfer type you are booking, which are detailed in the description of the transfer service, shown at the quote stage of the booking process.

13.6.  Any issues relating to the current transportation service provided by Alpy Transfers should be put in writing and emailed to  info@alpytransfers.com . The company will endeavour to reply to all emails within seven days of their receipt.

Service feedback, issues, complaints or requests for refunds should be sent directly to feedback@alpytransfers.com along with the booking number and lead passenger name (clause 17). 

13.7.  As the well-being and safety of our passengers and drivers is our highest priority, we have taken several measures to help you safely travel by vehicle. By making a booking with us, you agree that you have read these Terms & Conditions and agree to be bound by them.

13.8  It is your responsibility to ensure you are fit for travel. Before making any travel plans, please check entry and stay requirements determined by the relevant national authorities in your transit and destination countries.

1. 14. Excursions 

14.1 Shared Excursion: 

A shared excursion is considered to be one that is shared with other passengers. In this type of excursion, the departure time is very strict, and the instructions of the driver for pickup times after each activity must be followed.

Modification Requests on shared excursions: 0-48 hours before travel:

No modifications can be made to a client's booking. Increases in passenger numbers are subject to availability and will require a new separate booking at the current price. Limited changes can be made to the booking on the same day, including moving a clients booking date, all changes will be subject to Alpy Transfers discretions.

Any change of date with this amount of notice will follow our normal cancellation policy.

14.2. Excursion cancellations. The company reserves the right to cancel a shared excursion if there are not enough bookings for one excursion. The company will inform the clients a day before if the excursion bookings are meant to be cancelled. The company will provide options if this happens. Passengers will be able to rebook the shared excursions of their choice or book a private excursion and might incur additional fee/s.  If the passenger is not able to book another excursion, the company will refund the client on request by email info@alpytransfers.com  

14.3. Private Excursion: A private excursion is considered to be one that is not shared with other passengers who do not belong to the group. These excursions have an itinerary and will maintain direct communication with the driver for pickup times after each activity.

14.4. Modification Requests on private excursions: 0-24 hours before travel: modifications can be made to a clients booking, increases in passenger numbers are subject to availability. No change can be made to the booking on the same day, including moving a client's transfer time or date, drop-off location for both arrival and departure transfers.

14.5. 24h after reservation : Reservations can be amended within 24 hours of purchase if departure is over 24 hours away, free of charge. 

14.6. Refunds for excursion changes. The company cannot provide credit for any booking. If clients wish to re-book at a later date, they must cancel their original booking and make a new one. If clients wish to change the date of their transfer the company must receive more than 48 hours notice, otherwise the standard cancellation policy applies.

14.7. Customer contact number for excursions. It is the responsibility of the client to provide a mobile contact telephone number at the time of booking, this phone should be switched on and working at the time of travel and during their stay in the resort. The company must be able to contact the client at all times. The company is not responsible for any issues that occur in the delivery of the transfer service as a result of the client failing to do so.

14.8. Incorrect customer information. The company accepts no responsibility for incorrect information given by a client that results in either a flight or transfer being missed. This applies to phone bookings, email bookings and online bookings.

14.9. Customer accommodation address. When a client does not supply a full address or supplies an incorrect address, the driver will attempt to locate the accommodation for a period not exceeding  20 minutes. 

• If no accommodation details are received or invalid accommodation details are received for a pick up and the company is unable to make contact with the client, the company will automatically put a meeting point to Geneva Main Bus Station - Place Dorciere 5, Geneva.

14.10. Excursion quotes. All standard quotes given by Alpy Transfers Excursions are only valid for 24 hours, after this time a new quote will need to be acquired. All quotes are subject to change and final refusal by the Alpy Transfers management team.

14.11. Minor technical inconveniences. If any technical issues arise with the vehicle, such as malfunctioning air conditioning or Wi-Fi in any of our vehicles, Alpy Transfers will not offer any refund or reimbursement for the trip in question.

14.12. Compagnie Mont-Blanc. Compagnie Mont-Blanc is a separate entity and is not within the same company as Alpy Transfers and Alpy Transfers Excursions. If the Aiguille du Midi cable car is not open due to adverse weather or repairs, or the client wishes not to take the cable car for other reasons, Alpy Transfers Excursions will offer no refund for the tickets.

14.13. Attraction work and closures. If there are any works or closures to any of the Alpy Transfers excursions attractions, Alpy Transfers Excursions are not liable for pre-booked tickets or changes to the itinerary in any of its tours. The company will provide a letter of insurance for the client should that be requested.

14.14. Excursions and tours. Excursions and tours - duration of tours can vary depending on weather and traffic conditions, tour duration is given as a guide.

1. 15. Excursions Cancellations and Refunds

15.1 All refund requests or cancellations need to be done in writing and sent via email to info@alpytransfers.com . The company refund policy is as follows:

	PRIVATE Excursions	SHARED Excursions
Notice Period 0 to 2 days	0% refund	0% refund
Notice Period 3 to 7 days	100% refund	0% refund
Notice Period more than 7 days	100% refund	100% refund

*The refund % is calculated on the original ticket price. Once you have booked your transfer any extra fees such as baby seats are not refundable.  

15.2 Refunds will be issued up to 8 weeks from the date the refund was approved. Refunds will be sent back via the original payment method used. If you paid via Bank Transfer please supply your full bank details to process the refund (IBAN, SWIFT and address).

To process a refund for an Excursion or tour: this can only be completed for payments made online. This can be done within 1 week of requesting the refund, if applicable notice is given of cancellation or changes. Please note for bookings made via hotels and partners of AlpyTranfers the refund process can take 8 weeks.

1. 16. INTERSEASON

Inter-season refers to the low seasons in autumn and spring, during which bus schedules and routes will be reduced. During this period, there will be no representatives available at the airport desk, and customer service hours will be shortened.

16.1. Airport to Resort Routes:
Upon arrival at the airport, the client must be present at the designated meeting point 5 minutes before the scheduled departure time. The driver will arrive and check the passenger list to guide clients to the bus. Waiting times are based on the limited schedules available during this period.

16.2. Resort to Airport Routes:
Pick-up points will be limited to designated meeting points, and the client must be present 5 minutes before the scheduled departure time until the driver arrives.

16.3. Delayed Passengers During Interseason:
During the interseason, the standard conditions for delayed passengers will apply (please refer to clause 11.2).

16.4. Delayed Transfers During Interseason:
During this season, waiting and pickup times for shared trips may exceed 2 hours. The company may also use its associated services to subcontract customer bookings if necessary. Due to the limited services during the off-season, no discounts will be applied for delays in waiting times or arrival.

1. 17. FEEDBACK

The feedback department will handle issues, complaints, or refund requests related to the trip after its completion. To initiate this process, an email must be sent to feedback@alpytransfers.com. The company will endeavor to respond to all emails within 14 days of receipt