General conditions of transportation

1.  Customers's Booking Details

The CUSTOMER is required to provide accurate details, including the total number of passengers, the number of children along with their weight, and the number, size, or weight of all pieces of luggage. In accordance with German law, children under the age of 12 or under a height of 1.5 metres must be seated in an approved child restraint system or an appropriate child safety seat.
At the time of booking, the CUSTOMER must specify in the additional instructions if they intend to bring excess baggage, oversized luggage, or animals. If such special requirements are not disclosed during the booking process and the SUPPLIER is unable to accommodate them at the time of collection, the SUPPLIER reserves the right to refuse transportation.
When booking a service through Greystar Mobility GmbH, the CUSTOMER is required to provide all of the aforementioned details to the SUPPLIER in order to ensure a smooth process and a hassle‑free journey.

2. Transport Service Process

• After the booking is completed, all relevant booking details, including the time and location of collection, will be forwarded to the CUSTOMER.
• The CUSTOMER is obliged to arrive at the agreed location at the agreed time.
• If, for any reason, the SUPPLIER makes changes to the assigned chauffeur or vehicle, the SUPPLIER will notify the CUSTOMER of such changes via email or SMS.
• The CUSTOMER must provide accurate booking information, which will be used by the chauffeur to identify the CUSTOMER.
• The CUSTOMER identifies the chauffeur at the agreed location by the chauffeur holding a signboard displaying the CUSTOMER’s details.

3. Changes of Booking by the Customer

• Cancellation

  Cancellations are free of charge if made at least 24 hours prior to the scheduled departure time. If a CUSTOMER cancels less than 23 hours and 59 minutes before the journey or fails to appear, 100% of the original booking price will be charged.

• Re-Booking

  If the CUSTOMER wishes to modify the booking time or destination, changes must be made no later than 2 hours before the scheduled departure time.
  If a rebooking is made before or after the deadline, a new SUPPLIER may be assigned or the fare recalculated based on SUPPLIER availability. The CUSTOMER will be promptly informed of any changes to the rebooking.

• Late Arrivals

  No additional fees will be charged for changes to travel times resulting from delays of aircraft, buses, or trains. The CUSTOMER is required to notify the SUPPLIER immediately of any such delays.

• Waiting Time And No Show-Up Of customer

  If the CUSTOMER fails to arrive at the agreed pick-up location within thirty (30) minutes after the scheduled pick-up time without cancelling the booking, and cannot be reached at the phone number provided, this will be considered a no-show. The CUSTOMER will then be liable to pay the full contract price.
  If the CUSTOMER requires additional waiting time (for example, at baggage claim or passport control), they must inform the SUPPLIER accordingly.

• Supplier issues

  In unavoidable circumstances (e.g., vehicle breakdown), the SUPPLIER reserves the right to provide the next best available alternative vehicle.
  In such exceptional cases, the SUPPLIER reserves the right to cancel the order. Any fees already paid will be refunded. Claims for damages or additional compensation are excluded.

4. Customer's Obligations

• CUSTOMERS are expected to behave responsibly while in the vehicle and must not cause any damage to it.
• Passengers are expected to handle the vehicle with care.
• Smoking in the vehicle is strictly prohibited.
• The use of seat belts is compulsory.

5. Payment

• The prices listed on Greystar Mobility GmbH reflect the SUPPLIER’s fixed rates, encompassing all applicable logistics expenses such as waiting times, tolls, parking fees, and other related costs for the complete service provided by the SUPPLIER via Greystar Mobility GmbH. The SUPPLIER is obligated to perform the service at the price quoted on the platform.
• The fixed price excludes any costs incurred by the CUSTOMER for waiting times, excess baggage, route changes, additional kilometers, extra stops, or additional parking fees.
• The fixed price excludes any costs incurred by the CUSTOMER for waiting times, excess baggage, route changes, additional kilometers, extra stops, or additional parking fees.