Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern the use of the Cityzencar website at www.cityzencar.com and all booking and quotation services offered by Cityzencar ("we", "us", "our"). By submitting a quotation request, confirming a booking, or using our services, you ("Customer", "you") agree to be bound by these Terms.

Cityzencar operates as a chauffeur brokerage, connecting customers with licensed transport operators and professional drivers. The transport service itself may be performed by an independent partner operator subject to local licensing requirements.

2. Services

We arrange two primary categories of service:

• Private Transfer: A point-to-point journey from a specified pickup location to a specified destination.
• Rent a Car with Driver: Chauffeur and vehicle hire for a defined period (hourly or daily) with one or more stops as agreed.

All prices are quoted individually. There is no instant online pricing engine. A binding price is confirmed only upon written acceptance of our quotation by the Customer.

3. Booking process

To request a booking, you submit a quotation form or contact us directly. We will respond with a fixed-price quote including stated inclusions (e.g. tolls, parking, waiting time). A booking is confirmed only when:

• You accept the quote in writing (email reply or other confirmed channel); and
• Any required deposit or prepayment is received, where applicable.

You are responsible for providing accurate journey details including pickup address, destination, date, time, passenger count, and flight information for airport transfers.

4. Pricing and payment

Quoted prices are fixed for the agreed route and service type unless you request changes after confirmation. Payment terms are stated in your quotation and may include full prepayment or balance due before or after the journey, depending on the booking.

Additional charges may apply for:

• Route changes or additional stops not included in the original quote;
• Excess waiting time beyond the included allowance (typically 60 minutes for airport pickups);
• Cleaning fees for vehicle soiling beyond normal use;
• Tolls or access fees not covered in the original quote where local conditions differ.

All prices are quoted in the currency stated in your confirmation. Bank transfer fees or currency conversion costs borne by the Customer unless otherwise agreed.

5. Cancellation and amendments

By the Customer: Cancellations made more than 24 hours before the scheduled pickup time are free of charge unless otherwise stated in your confirmation. Cancellations within 24 hours may incur a fee of up to 100% of the quoted price. No-shows are charged in full.

By Cityzencar: We reserve the right to cancel or reassign a booking in exceptional circumstances including severe weather, government restrictions, vehicle unavailability, or force majeure. In such cases we will offer a full refund or alternative arrangement where possible.

Amendments to date, time, route, or passenger count are subject to availability and may result in a revised quote.

6. Customer obligations

You agree to:

• Be ready at the agreed pickup time and location;
• Ensure the number of passengers and luggage does not exceed the capacity of the booked vehicle;
• Behave respectfully toward the driver and refrain from smoking, consuming alcohol where prohibited, or carrying illegal substances;
• Use appropriate child restraint systems where required by law (available on request);
• Inform us promptly of flight delays or changes to your itinerary.

We and our partner operators reserve the right to refuse service or terminate a journey if a passenger poses a safety risk or behaves unlawfully, without refund.

7. Waiting time and flight delays

For airport arrivals, we monitor flight schedules and include a standard complimentary waiting period from the actual landing time (typically 60 minutes). Additional waiting is charged at the rate stated in your confirmation or at our standard hourly rate.

For hotel or address pickups, a grace period of 15 minutes applies. Beyond that, waiting charges may apply.

8. Liability

Cityzencar acts as an intermediary between the Customer and the transport operator. To the fullest extent permitted by applicable law, our total liability for any claim arising from a booking is limited to the amount paid for that specific booking.

We are not liable for delays caused by traffic, weather, accidents, airline schedule changes, or other events outside our reasonable control. Passengers should allow sufficient time for connections, especially for flights and time-critical appointments.

Personal belongings left in the vehicle should be reported immediately. We are not responsible for items left unattended beyond a reasonable search period.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under EU consumer protection law.

9. Insurance

All partner operators are required to maintain valid commercial passenger transport insurance and vehicle licensing as applicable in their jurisdiction. Proof of insurance may be provided upon request.

10. Complaints

If you are dissatisfied with any aspect of your journey, please contact us at help@cityzencar.com within 14 days of the service date. We will investigate and respond within a reasonable timeframe. EU consumers may also have access to alternative dispute resolution mechanisms in their country of residence.

11. Privacy

Personal data is processed in accordance with our Privacy Policy and applicable data protection law including the GDPR.

12. Governing law

These Terms are governed by the laws of the Netherlands. Disputes shall be submitted to the competent courts in Amsterdam, without prejudice to mandatory consumer rights in your country of residence if you are an EU consumer.

13. Contact

Cityzencar
Email: help@cityzencar.com
Phone: