Customer Terms

Version 4 · Last updated: October 14, 2026

1. Who does what

voitrip.com is a booking and payment platform operated by GlobalisTMS OÜ, registered in Estonia (registry code 17195924, Viru väljak 2, 10111 Tallinn, Estonia). Voitrip is a brand of this company.

The service you book (airport transfer, taxi or tour) is provided by the independent transport or tour company named in your booking. The vehicle and the driver belong to that company. The company's name is shown in the booking summary before you pay; its contact details appear on your booking page at the latest 24 hours before the service.

Voitrip takes your booking and payment and plans the service with the company; Voitrip itself gives you the cancellation, refund, compensation and support commitments written in these terms.

voitrip.com is also registered as the online sales channel of a travel agency in Türkiye; the agency's details are shown in the footer of the website.

2. When these terms apply

• When you tick the box on the payment step and complete the booking, you accept these terms and the Cancellation, Change and Refund Policy. The version in force at that moment is saved with your booking.
• The details specific to your booking (service, date and time, total price, payment method, last moment for free cancellation, waiting time) are shown on the payment step, in your confirmation e-mail and on your voucher, and form part of these terms. If they conflict with these terms, the details specific to your booking prevail.
• We may update these terms. A new version applies only to bookings made after the update.
• Products that qualify as package travel are governed by the package travel conditions of that product; the transfer rules in these terms do not apply to package travel automatically.

3. Booking

• The total amount shown on the payment step is the full price of the chosen service, taxes included. An extra charge can only arise for extra services you choose yourself and whose price is shown to you beforehand (for example extra waiting time or an extra stop on a taxi ride).
• Transfer and taxi bookings are confirmed when the payment step (or, where no payment is due, the confirmation step) is completed; you receive a confirmation e-mail and a voucher.
• Some tours need the company's confirmation. You see this on screen before paying. For these tours your payment is taken when you book; if the company does not confirm within the time shown on screen (at most 24 hours), the full amount you paid is refunded.
• You are responsible for entering your details correctly: passenger name, phone, e-mail, flight number and time, pick-up and drop-off address, number of people and luggage. If wrong or missing details disrupt the service, the consequences are assessed according to the cause and the possibility of correcting it.
• If you book for other passengers, you confirm that you are entitled to share their details and that you will inform them about these terms and our Privacy Policy.

4. Payment

• Card payments are taken through Stripe. Your card number and security code never reach Voitrip and are not stored by Voitrip. Your bank may ask for an extra check (for example 3D Secure) to approve the payment.
• Depending on the company and the service, one or more of the following payment methods are offered; the Review step shows which ones are available.
• Full online payment: the whole amount is paid by card to GlobalisTMS OÜ when you book.
• Deposit and payment in the vehicle: only a deposit (security) is paid by card to GlobalisTMS OÜ when you book; you pay the rest to the company on the day of the service (to the driver in the vehicle for transfers, on the tour day for tours) in cash or, where available, by in-vehicle card terminal.
• Full payment in the vehicle: nothing is charged to your card; you pay the whole amount directly to the company on the day of the service. This option is only available to signed-in customers.
• In every case you see the total price, the amount due now and the amount due later separately on the payment step, in your confirmation e-mail and on your voucher. The company may not ask for more than your booking states.
• Currency: transfers and taxis are charged in euro (EUR), tours in the tour's own currency. If you pick another currency on screen, amounts are shown approximately (≈); the amount and currency charged to your card are shown on the payment step. Your bank may apply exchange differences or fees.

5. Service and waiting times

Airport pick-up (arrival)

• Free waiting starts at the actual landing time of your flight. If your flight is delayed, the vehicle comes for the new landing time; a delay alone is not a "no-show" and is not charged extra.
• Private transfer: at least 90 minutes of free waiting; the company may allow longer. The applicable time is shown in your booking and on your voucher.
• Shuttle (shared) transfer: the vehicle waits at most 90 minutes after landing. Because the vehicle also collects other passengers, your total waiting time may reach 2 hours 15 minutes.
• Speedy shuttle: the waiting time is shown in your booking. During your ride there are at most 5 hotel stops, your own hotel included; the vehicle's total number of stops during the day may be higher. If this limit is exceeded, you are entitled to complain.

Hotel or address to the airport (departure)

• Private: at least 15 minutes of free waiting from the planned pick-up time; the company may allow longer.
• Shuttle and speedy: 5 minutes from the planned pick-up time; the company may only extend this.
• The pick-up time is shown in your booking and on your voucher. Please be ready at the meeting point at that time. If the vehicle waits at the right place for the full time and you do not come, this counts as a "no-show" and, in the ordinary case, no refund is made.

Taxi

• Each stop includes 15 minutes of free waiting. Extra waiting you choose is paid and is not refunded if you return early. A ride can include at most 5 stops.

Tours

• The programme, meeting point and time, and what is and is not included are shown on the tour page and in your booking.

Meeting and contact

• The company or the driver may try to reach you by phone or message; however, you are not treated as served or as a "no-show" merely because you could not be reached by phone. The meeting point and support channels are shown in your booking.

6. Delays, vehicle not arriving and service defects

• If the vehicle arrives 30 minutes or more after the time in your booking (updated for your flight) and you take the ride, 20% of the price of that service is refunded to you.
• If, on a private transfer, the vehicle does not come although you waited 30 minutes, the full amount you paid is refunded. In addition, if you take an alternative taxi, we pay up to 100 EUR per booking towards your documented taxi cost (receipt or invoice).
• If, on a shuttle or speedy transfer, the vehicle does not come at all, the same refund and support apply; the case is reviewed by our administrator.
• If you travel in a vehicle of a lower class than you booked, or in a vehicle that is not clean, 20% of the service price is refunded. This 20% is not added twice for the same incident. You are never obliged to get into an unsafe vehicle.
• Voitrip pays you these refunds and this support; you do not have to wait for our settlement with the company.
• These commercial payments do not limit your statutory rights (for example a price reduction or withdrawal from the contract for a defective service). The 20% and the 100 EUR are not a general cap on liability.
• To report a problem, use the "Complaint" or "Vehicle did not come" button on your booking page and, if possible, add photos, receipts and message records. If you cannot add a photo, write to our support channel (support@voitrip.com); the lack of a photo alone does not take away your rights.
• If the company reports that you did not show up, this is not automatically final. The company must show with location and photos that it waited at the right place for the full time; our administrator reviews this together with your explanation and any other evidence.

7. Cancellation, changes and refunds

The details are in the Cancellation, Change and Refund Policy. In short:

• The free cancellation period depends on the company and the service; the last moment for free cancellation is shown in your booking with date and time. If you cancel within this period, the full amount you paid is refunded without deduction.
• The free cancellation and change periods in force when you booked apply; if the company changes its periods later, your booking's periods stay the same.
• After that you can still cancel, but no refund is made; the exceptions in the policy and your statutory rights remain.
• Card refunds go back to the card you paid with and, depending on your bank, usually reach your account within 5–10 business days.
• Flexible Booking (airport transfers only, paid in full online): if you cancel up to the period shown when you bought it (currently 3 hours) before the pickup time, everything except the Flexible Booking fee is refunded, and the date/time can be changed free of charge until then; if your flight is cancelled or its date changes you can ask for a new date or a refund. The Flexible Booking fee is not refunded. Details are in section 10 of the policy.

8. Complaints

• If something goes wrong, please report it on your booking page from the pick-up time until 72 hours after the end of the service. This period lets us resolve the problem quickly and with evidence.
• After 72 hours you can still write to our support channel (support@voitrip.com); this period does not remove your statutory rights.
• We review your complaint and inform you of the outcome in writing.

9. Liability

• Voitrip is responsible for the commitments it gives you in these terms (booking, payment, cancellation, refund, compensation and support). The transport or tour service is performed by the company; for defects in that service, Voitrip pays you the refunds and support described above.
• If an extraordinary event really prevents the service (force majeure; for example a natural disaster or an official ban), the full amount you paid is refunded. The effect of the event on your booking is assessed on reasonable evidence.
• Nothing in these terms limits liability for intent or gross negligence, for death or personal injury, or any liability that cannot be limited by law for consumers.

10. Using the website

• Use the website to book for your own trip or for people you represent. In case of fake bookings, unauthorised card use or misuse of the system, we may review the booking concerned and restrict access to the account in a proportionate way. Asking for a refund or making a complaint is never misuse in itself.
• If an obvious price error is noticed, we will inform you; you choose between keeping the booking at the correct price and cancelling free of charge with a full refund.
• The content, brands and logos on the website belong to Voitrip or to the companies concerned.

11. Personal data and cookies

How we process your personal data is explained in the Privacy Policy; the cookies we use are listed in the Cookie Notice.

12. Governing law and disputes

• These terms are governed by Estonian law. As a consumer, you keep the protection of the mandatory laws of your country of residence that cannot be excluded by contract.
• In case of a dispute, please write to us first. You may also turn to the consumer bodies or the competent courts of your country of residence (for example the consumer arbitration committees and consumer courts in Türkiye, or the Consumer Disputes Committee in Estonia).

13. Contact

GlobalisTMS OÜ · Viru väljak 2, 10111 Tallinn, Estonia · Registry code 17195924

Support: support@voitrip.com