These terms apply to all airport transfers and point-to-point private transfer services booked with PrimeWays. By placing a booking, the lead passenger accepts these terms on behalf of all passengers and confirms responsibility for the accuracy of the booking details, payment, and any applicable additional charges.
1. Booking Requirements
The client must provide the lead passenger name, a valid mobile number preferably with WhatsApp, email address, the total number of passengers, and full pick-up and drop-off details. Babies and children count as passengers.
For airport arrivals, the booking must include the flight number and any terminal information available at the time of booking. For all services, the client must declare the total luggage load, including cabin bags, and any bulky, oversized, or unusual items.
Special requirements such as child seats, accessibility needs, pets, or unusual luggage must be requested before booking and remain subject to availability. Inaccurate, incomplete, or misleading information may affect pricing, vehicle allocation, waiting time, and refund eligibility.
2. Pick-up Time Responsibility
The client remains responsible for choosing an appropriate pick-up time. PrimeWays operates on public roads and cannot guarantee arrival by a particular time because journey times may be affected by traffic, accidents, roadworks, weather, police operations, security controls, and other events outside PrimeWays' reasonable control.
When selecting a pick-up time, the client must allow adequate buffer beyond the estimated journey time. As a practical guideline only, PrimeWays recommends the following minimum buffers in addition to estimated road time:
- →Domestic flights (Lisbon Airport): arrive at airport at least 2 hours before departure - pick-up should allow this plus at least 30-45 min buffer on top of estimated journey time.
- →International flights: arrive at airport at least 3 hours before departure - pick-up should allow this plus at least 45-60 min buffer.
- →Ferries, trains and coaches: allow at least 30-45 min buffer beyond check-in requirements.
- →Ticketed events, experiences or excursions: allow at least 30 min buffer beyond the event start time.
- →Medical or official appointments: allow at least 30-45 min buffer beyond appointment time.
If the client is unsure which pick-up time to choose, PrimeWays can offer practical timing guidance before booking. Any guidance is indicative only. The final choice and risk of insufficient time remain with the client.
Where a booking is linked to a flight, ferry, train, cruise embarkation, appointment, or event, the client must choose a pick-up time that reasonably allows for congestion and operational delays. PrimeWays is not responsible for insufficient buffer chosen by the client.
3. Flight Tracking, Delays & Early Arrivals
PrimeWays monitors flights for delays to coordinate airport pick-ups more accurately.
Airport waiting time is calculated from the actual landing time of the declared flight number. If the flight is delayed, PrimeWays will adjust the airport pick-up where reasonably possible by reference to that updated landing time.
Early arrivals do not automatically bring the driver attendance forward. If a flight lands ahead of schedule, the driver will normally attend at the booked time unless an earlier attendance is operationally possible and expressly confirmed.
If passengers in the same party arrive on different flights, the client should either book separate services or provide the flight details that correspond to the intended meeting time for the whole party. PrimeWays is not responsible for undeclared split arrivals.
4. Waiting Time, Airport Delays & No-Show
Airport pick-ups include up to 60 minutes of complimentary waiting from the actual landing time of the declared flight. Non-airport pick-ups include up to 15 minutes of complimentary waiting from the scheduled pick-up time.
- →At the end of the complimentary period, continued waiting is subject to operational availability and explicit acceptance of the applicable extra waiting fee.
- →For airport pick-ups, PrimeWays may wait up to 1 hour 30 minutes from actual landing time where extra waiting is accepted and operationally possible.
- →For address or hotel pick-ups, additional waiting is charged per started 15-minute block and waiting will not normally exceed 60 minutes from the scheduled pick-up time.
- →If the passenger is unreachable, not ready, refuses the applicable waiting charge, or does not present within the permitted waiting window, the booking will be treated as a no-show.
| Scenario | Included | Extra waiting | Maximum |
|---|
| Airport pick-up | 60 min from landing | Standard Sedan €15 / Business Sedan €20 / Mini-Van €25 / Premium Mini-Van €30 per 30-min block | Up to 1h30 from landing |
| Address or hotel pick-up | 15 min from scheduled time | Standard Sedan €10 / Business Sedan €15 / Mini-Van €20 / Premium Mini-Van €25 per 15-min block | Up to 60 min total |
For urgent same-day issues, clients may contact PrimeWays on +351934394347. Written communication by SMS or WhatsApp is preferred where reasonably possible.
5. Cancellation, Refunds & Change Requests
Cancellation notice is calculated by reference to the scheduled pick-up time. No-show bookings are non-refundable in all cases.
Change requests must be submitted at least 12 hours before the scheduled pick-up time. Requests made less than 12 hours before service are not accepted unless PrimeWays expressly agrees otherwise in writing.
Accepted changes remain subject to availability. Any change affecting route, timing, passenger numbers, luggage, vehicle class, waiting time, stops, or extras may require a revised fare, which must be settled before service unless otherwise confirmed in writing.
| Cancellation notice | Refund |
|---|
| More than 24 hours before pick-up | Full refund |
| Between 24 hours and 12 hours before pick-up | 50% refund |
| Less than 12 hours before pick-up | No refund |
| No-show | No refund |
Refunds, where due, are normally processed to the original payment method. Non-refundable payment processing costs may be deducted where the payment provider does not return them to PrimeWays.
6. Route, Extra Stops & Fare Adjustments
Unless otherwise confirmed in writing, the booked transfer price covers the direct booked route together with tolls and any standard parking or access charges reasonably required for that route.
One additional stop may be accepted if it remains on route or within approximately 5 km of the route to the final destination. Any additional stop remains subject to operational acceptance.
- →Extra stop fee: €10, allowing up to 15 minutes at the stop.
- →If the stop exceeds 15 minutes, each additional started 15-minute block is charged at €10.
- →Stops outside these limits, route changes after departure, or undeclared detours may require a revised fare or a separate booking.
7. Luggage & Vehicle Allocation
Vehicle allocation is based strictly on the booking information provided, including passenger count, luggage count, and any special items. Both checked and cabin luggage must be declared. Each piece counts as one item unless unusually large or heavy.
Bulky or oversized items such as strollers, wheelchairs, bicycles, golf bags, surfboards, sports equipment, or musical instruments must be declared before booking and accepted in advance.
- →If undeclared or excess luggage can still be carried safely, extra charges may apply.
- →If it cannot be carried safely, a vehicle upgrade or an additional vehicle may be required, subject to availability and charged at the applicable fare difference.
- →If the client refuses the required upgrade or additional charges, PrimeWays may refuse carriage of the undeclared items and the booking may be treated as a no-show if the passengers choose not to travel.
| Vehicle | Passengers | Luggage capacity |
|---|
| Standard Sedan | Up to 3 | Up to 2 large checked + carry-on |
| Business Sedan | Up to 4 | Up to 3 large checked + carry-on |
| Mini-Van | Up to 7 | Up to 6 large checked + carry-on, subject to configuration |
| Premium Mini-Van | Up to 6 | Up to 6 large checked + carry-on |
8. Child Seats
Children and babies must be included in the total passenger count at booking. Appropriate child restraint requirements remain the client's responsibility.
Under Portuguese law, children under 12 years of age and under 135 cm in height must normally travel using an appropriate approved child restraint adapted to the child's size and weight, subject to the legal exceptions that may apply in specific transport scenarios.
PrimeWays may provide infant seats, child seats, or boosters when requested before booking, subject to availability. The client remains responsible for checking that the requested option is suitable for the child unless otherwise confirmed in writing.
9. Pets, Conduct & Cleaning Charges
Pets are accepted only by prior arrangement and normally only in a secure carrier suitable for transport, except for properly identified service animals where different arrangements may apply.
PrimeWays may refuse or terminate service where a passenger is intoxicated, aggressive, unsafe, unlawful, seriously disruptive, or creates a risk to the driver, vehicle, or other passengers.
- →Smoking, vaping, and consumption of food or alcoholic drinks are not permitted in the vehicle unless expressly authorised by the driver.
- →Interior cleaning charges start at €80.
- →Vomit or serious soiling charges start at €150.
- →Additional cleaning, repair, and vehicle downtime costs may also be charged where reasonably justified.
10. Partner Drivers, Subcontracting & Operational Updates
PrimeWays may use carefully selected partner drivers or subcontracted operators to perform a service while remaining the main contractual and customer contact point. An equivalent vehicle class will be provided where reasonably possible.
Driver and vehicle details may be issued in advance or updated close to service time for operational reasons. The client must use the contact details provided by PrimeWays and keep the booking phone reachable on the day of service.
Short refuelling, charging, or operational stops may be made where needed to perform the service safely and lawfully. Such stops do not by themselves create any right to compensation.
11. Missed Connections & Force Majeure
If a passenger misses a connection or onward service, PrimeWays will consider reasonable assistance with onward transport arrangements where possible, but any replacement service remains subject to availability and additional charge.
PrimeWays is not responsible for missed flights, ferries, trains, cruise embarkations, appointments, or other time-sensitive commitments where delay arises from traffic conditions, accidents, road closures, weather, security restrictions, acts of authorities, or other matters outside PrimeWays' reasonable control.
PrimeWays is also not liable for delay, change, or inability to perform the service caused by force majeure or similar events outside PrimeWays' reasonable control, including severe weather, natural events, strikes, major disruption, airport restrictions, road closures, serious accidents, or government action.
12. Lost Property & Liability
Personal belongings are carried at the passenger's risk. Lost property should be reported as soon as possible. If an item is found, PrimeWays will normally hold it for up to 14 days unless storage is impractical or the item is perishable.
Nothing in these terms excludes or limits liability where it cannot lawfully be excluded or limited. Subject to that rule, PrimeWays is not liable for indirect, consequential, incidental, or economic loss, and any liability that cannot lawfully be excluded is limited to the amount paid for the relevant booking.
PrimeWays is not responsible for loss, theft, or damage to luggage or personal items unless caused by PrimeWays' proven negligence and where liability cannot lawfully be excluded. Return, collection, courier, or redelivery costs remain the client's responsibility.
13. Pricing Errors & System IntegrityNew
Prices displayed on the PrimeWays website and booking tools are generated automatically using route, distance, duration, vehicle class, date, passenger data, and related booking inputs. Although PrimeWays works to keep pricing accurate, manifest errors may occur because of technical faults, mapping issues, route calculation errors, or misuse of booking parameters.
A booking based on a manifestly incorrect price is not a valid confirmed booking. This includes prices caused by technical faults, route miscalculations, or manipulation of booking parameters. PrimeWays may cancel such a booking and issue a full refund without further obligation.
- →If a price appears significantly below the standard rate for the requested service, it may result from a technical error and is not binding on PrimeWays.
- →Any attempt to manipulate, intercept, or modify booking parameters - including price, route, vehicle class, or service type - outside of the official booking interface constitutes misuse and renders the booking void.
- →PrimeWays reserves the right to contact the client before service to confirm the correct price. If the client does not accept the corrected price, a full refund will be issued.
- →Bookings made with false, inconsistent, or incomplete data may be cancelled without refund if the error is attributable to the client.
14. PrimeWays Right to CancelNew
PrimeWays may cancel a booking before service where this is reasonably necessary for safety, legality, operational integrity, or system integrity. Where PrimeWays cancels, a full refund will normally be issued unless cancellation results from the client's own incorrect or misleading information or other breach of these terms.
- →Technical pricing error: the confirmed price resulted from a system error, route miscalculation, or data manipulation.
- →Force majeure: circumstances beyond reasonable control that prevent safe or lawful completion of the service, including severe weather, road closure, vehicle breakdown, or driver incapacity.
- →Operational impossibility: no suitable vehicle or driver is available due to circumstances beyond our control.
- →Suspected fraud or abuse: bookings that show evidence of system abuse, fraudulent payment, identity misrepresentation, or coordinated misuse.
- →Incomplete or incorrect client data: essential booking information that cannot be corrected in time to confirm service.
PrimeWays will notify the client as soon as reasonably possible using the booking contact details. PrimeWays is not liable for consequential loss arising from a cancellation made under this section, except where liability cannot lawfully be excluded.
