Terms of service
Draft — legal review required
This document is a working draft prepared for launch preparation. It must be reviewed and approved by qualified legal counsel in the relevant jurisdictions before the platform accepts real customer bookings.1. The service
Balkan Shuttle ("we", "us") operates an online platform for booking pre-arranged private passenger transportation, including airport transfers, city-to-city and cross-border transfers, day trips and hourly driver services. Transportation is performed by licensed professional drivers using insured vehicles.
2. Bookings and prices
A booking is confirmed when we issue a booking confirmation by email after successful payment (full or deposit). The price shown at checkout is the total price for the vehicle and includes the driver, fuel, road tolls, standard waiting time and the fees listed in the price breakdown. The confirmed price does not change after booking except where you request changes to the trip.
3. Cancellations and refunds
The cancellation policy displayed at booking and included in your confirmation applies to your reservation for its entire life, regardless of later policy changes. Unless stated otherwise: free cancellation until 24 hours before pickup, 50% refund between 24 and 12 hours, no refund within 12 hours. Refunds are returned to the original payment method within 5–10 business days. If we or the assigned driver cancel and no adequate replacement is provided, you receive a full refund.
4. Airport pickups and waiting time
Airport arrival pickups include 60 minutes of free waiting after the actual landing time when a valid flight number is provided; other pickups include 15 minutes. Additional waiting is charged per the published rates. If you cannot locate your driver you must contact the driver or our support before leaving the pickup area; leaving without contact may be treated as a no-show.
5. Cross-border travel
You are responsible for carrying valid travel documents and satisfying the entry requirements of every country on your route, for every passenger. Information we publish about borders, visas and entry conditions is general orientation only and not legal advice. Border waiting times are estimates outside our control.
6. Passenger conduct and safety
Seat belts are mandatory. Child seats are provided free of charge and must be requested at booking. Drivers may refuse carriage to passengers who endanger safety, and such refusal is treated as a customer no-show.
7. Liability
Transportation is covered by the vehicle's statutory passenger insurance. Our liability for platform services is limited to the value of the affected booking to the extent permitted by applicable law. We are not liable for delays caused by weather, traffic, border queues or other events outside our reasonable control, though we will always work to minimize their impact.
8. Governing law
These terms are governed by the laws of the Republic of North Macedonia. [Company registration details, registered seat, tax number and competent court to be inserted before launch.]