These terms apply to all airport transfer and point-to-point bookings. By booking a transfer with PrimeWays, the lead passenger accepts these terms on behalf of all passengers and takes responsibility for the reservation.
1. Booking Requirements
Provide passenger names, a contact phone number preferably with WhatsApp, email, and the total number of travellers. Children and babies count as travellers.
Provide the full pick-up and destination address or hotel name, total luggage including carry-on items, and details of any bulky or oversized items. For airport services, flight number and terminal should also be provided.
Special requirements such as child seats or accessibility needs must be requested in advance and remain subject to availability. Inaccurate or incomplete information may affect pricing, vehicle allocation, and refund eligibility.
2. Pick-up Time Selection
The passenger remains responsible for selecting the pick-up time.
For airport arrivals, PrimeWays strongly recommends scheduling the pick-up at least 30 minutes after landing to account for taxi time, stand or gate allocation delays, disembarkation, bus transfers, immigration, baggage reclaim, and the walk to the meeting point.
3. Flight Tracking, Delays & Early Arrivals
PrimeWays monitors flights for delays to coordinate airport pick-ups more accurately.
Early arrivals do not bring the pick-up forward automatically. If a flight lands earlier than scheduled, the driver arrives at the booked pick-up time unless an earlier attendance is operationally possible.
If a group arrives on multiple flights, the booking should normally use the details of the last-arriving flight and a pick-up time that allows the whole party to gather.
4. Contact Procedure & Emergency Numbers
For urgent issues or last-minute updates, passengers may contact PrimeWays on +351 933 787 873 or +351 934 394 347.
Written communication by SMS or WhatsApp is the preferred channel for evidence purposes. Passengers should contact the company as soon as possible and always before the complimentary waiting period ends.
During the complimentary waiting period, the driver may attempt to contact the passenger up to three times. If confirmation of extra waiting charges is handled by phone, the call may be recorded with prior notice, otherwise written confirmation should be used.
5. Waiting Time, Extra Waiting & No-Show
Airport pick-ups include up to 60 minutes of complimentary waiting from actual landing time. Non-airport pick-ups include a 15-minute grace period from the scheduled pick-up time.
- →At 60 minutes on airport pick-ups, the passenger must explicitly accept any extra waiting charges for the driver to continue waiting.
- →If extra waiting is accepted for airport pick-ups, PrimeWays may wait up to a total of 1h30 from landing time, subject to operational availability.
- →For hotel or address pick-ups, extra waiting is charged per started 15-minute block and maximum waiting is normally 60 minutes after the scheduled time.
- →If the passenger is unreachable, refuses applicable extra waiting charges, or fails to present within the waiting rules, the service is treated as a no-show.
6. Cancellation, Refunds & Booking Changes
No-show is 100% non-refundable. Change requests under 12 hours before pick-up are not accepted.
Refunds, when applicable, are processed to the original payment method whenever possible. Some payment processing fees may remain non-refundable if the payment provider does not return them.
Changes are accepted only up to 12 hours before pick-up and are subject to availability. Any route, timing, vehicle, passenger, luggage, or extras change that affects the fare must be settled before service.
7. Price Inclusions & Additional Stops
Unless otherwise specified, the booked price includes operational costs for the route together with tolls and applicable parking or access fees.
One extra stop per booking may be accepted if it remains on-route or within a maximum 5 km detour from the route to the drop-off location.
- →Extra stop fee: EUR 10, with a maximum of 15 minutes.
- →If the stop exceeds 15 minutes, each additional 15-minute block is charged at EUR 10.
- →Stops outside these limits may require a revised fare or a new booking.
8. Luggage Policy
Both checked and carry-on luggage must be counted in the booking. Each piece counts as one item. A large checked item above 70 cm or above 23 kg counts as two medium items for capacity purposes.
Bulky or oversized items such as strollers, bicycles, sports equipment, musical instruments, or foldable wheelchairs must be declared in advance.
- →If excess luggage fits safely in the assigned vehicle, extra charges may apply.
- →If it does not fit safely, a vehicle upgrade or an additional vehicle may be required, subject to availability and charged as the fare difference.
- →If the passenger refuses the applicable fees or upgrade, the excess luggage cannot be carried and the booking may be treated as a no-show if the passenger chooses not to travel.
9. Child Seats & Legal Compliance
Passengers travelling with babies or children must include them in the total number of travellers.
Portuguese law requires children under 12 years old and shorter than 135 cm to travel in an appropriate and approved child restraint system adapted to the child's height and weight.
PrimeWays provides child seats at no extra charge when requested in advance and subject to availability, including infant carrier, child seat, and booster options.
10. Pets, Conduct & Vehicle Protection
Pets are accepted only in secure carriers, except service animals, which may travel without a carrier when properly identified and controlled.
PrimeWays may refuse or terminate service where passengers are intoxicated, disruptive, unsafe, or create a risk of damage to the vehicle, driver, or other passengers.
- →Smoking, vaping, alcohol, food, and drinks other than water are prohibited in all vehicles.
- →Interior cleaning fees start at EUR 80.
- →Vomit or serious soiling fees start at EUR 150.
- →Additional cleaning, repair, or vehicle downtime costs may also be charged where applicable.
11. Refuelling, Partner Drivers & Service Updates
The driver may make short refuelling or charging stops where needed to complete the service safely and operationally. These stops do not create any right to compensation or refund.
PrimeWays may use vetted partner drivers or suppliers, while remaining the operational coordinator and main point of contact. An equivalent vehicle within the booked class will be provided.
Driver and vehicle details may be shared up to 24 hours before service. Operational last-minute changes may be communicated using the booking email or phone number, with WhatsApp preferred for same-day communication.
12. Missed Connections, Lost & Found, Liability & Force Majeure
If a delay causes a passenger to miss a declared connecting flight, the passenger must notify PrimeWays as soon as possible and may be asked to provide evidence and updated flight details. Rescheduling is subject to availability and may require a new fare or booking.
Lost items should be reported quickly. Items found in vehicles are normally held for 14 days. Delivery or shipping costs remain the passenger's responsibility.
Passengers must choose a pick-up time that reasonably accounts for traffic, weather, roadworks, police operations, accidents, and similar delays. PrimeWays is not responsible for missed flights, trains, reservations, or other connections caused by external factors beyond its control.
PrimeWays does not accept responsibility for loss, theft, or damage to luggage, and is not liable for indirect, consequential, or economic losses. Where liability cannot be excluded by law, it is limited to the amount paid for the booking.
PrimeWays is also not liable for delays, changes, or inability to provide the service where events outside reasonable control occur, including extreme weather, natural disasters, strikes, road closures, serious accidents, security incidents, government action, or major airport disruptions.
Waiting Time
| Scenario | Included | Extra waiting | Maximum |
|---|
| Airport pick-up | 60 minutes from landing | Sedan EUR 15 / Maxi-Sedan EUR 20 / Van EUR 25 per 30-minute block | Up to 1h30 from landing |
| Address or hotel pick-up | 15 minutes from scheduled time | Sedan EUR 10 / Maxi-Sedan EUR 15 / Van EUR 20 per 15-minute block | Up to 60 minutes total |
Cancellation & Refunds
| Cancellation notice | Refund |
|---|
| 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 |
Luggage Capacity
| Vehicle | Passengers | Luggage capacity |
|---|
| Sedan | Up to 3 | Up to 2 large checked + carry-on |
| Maxi-Sedan | Up to 4 | Up to 3 large checked + carry-on |
| Van | Up to 7 | Up to 6 large checked + carry-on, subject to configuration |
| Premium Van | Up to 6 | Up to 6 large checked + carry-on |
