Terms and Conditions of Carriage – Shuttle Services and Transfers

Urban Tours provides a door to door shared shuttle service or a private transfer between Lisbon Hotels and Lisbon Airport, or vice versa, to fare paying Customers holding a valid voucher or a confirmation, in accordance with the following Terms and Conditions of Carriage.

1 – VOUCHERS & CONFIRMATIONS – Vouchers are issued after confirmation to the Customer travelling between a designated Hotel and Lisbon Airport only.
Customers from booking online should print out a copy of their reservation confirmation or present it on a mobile device.

2 – HOLDING DEPOSIT – If a holding deposit has been paid, it is non-refundable, except where the Urban Tours is at fault. Any refund will be on a case by case basis and at the Urban Tours sole discretion.

3 – PICK UP TIMES – Pick up time is correct at the time of reservation.
However, Urban Tours reserves the right to change the pick Up time by giving reasonable prior notice.

4 – DELAYS – Urban Tours shall not be liable to Customers for any loss or damage which may arise from a delay to or detention of the Customer in the operation of its services or cancellations. Whilst every effort will be made to ensure the vehicle operates to the scheduled time, Urban Tours will not be liable for delays or detention caused by circumstances beyond its control including adverse traffic or weather conditions, mechanical break down or airport security.

5 – LUGGAGE – a) MINIVAN-SHUTTLE SERVICES – Each Customer may carry the items of luggage according to the type of service. Any additional large luggage will be charged at 5,00 Euro per luggage. Extra hand luggage up to 3 items will not incur any additional charges. Any heavy or bulky luggage which is more than 25 kilograms will be charged an extra item price. Any heavy or bulky luggage more than 35 kilograms may be be refused.
b) MINIVAN TRANSFER SERVICES – Customers may carry up to 16 items of heavy or bulky luggage, up to 500 kilograms loading. Additional items that exceed the maximum load weight may be be refused.

c) CAR-SEDAN TRANSFER SERVICES – Customers may carry up to 2 large suitcases or 4 carry on bags in the boot, up to 75 kilograms loading. Additional items that exceed the maximum load weight may be be refused.

d) With a minivan we can carry golf bags, some surf and body boards, collapsible wheelchairs etc.

e) All luggage is carried at passengers own risk and Urban Tours reserves the right at any time to refuse to carry unusually heavy and bulky luggage where the Company Staff consider there is insufficient accommodation for such articles or the loading and unloading of the same may cause delay to the Vehicle. This right may be exercised even where the luggage has previously been carried or acknowledged.

6 – SPECIAL NEEDS – Our vehicles are not fitted with wheelchair access equipment. Passengers travelling with a wheelchair are advised that they must be able to board the vehicle on foot. The wheelchair should also be collapsible. Remember older persons, the first rung of the minivan is 40 centimeters from ground.

7 – CUSTOMERS RESPONSIBILITIES – Customers are responsible for any injury, damage or loss to the Company’s property or staff by any luggage brought by them onto the Company’s Vehicle, except where this injury, damage or loss is caused by the neglect or default of The Company or its Staff. Passengers are responsible for any injury damage or loss to other persons caused by luggage brought by them onto The Company’s vehicle and shall indemnify the Company against any liability to other persons for any resultant injury, damage or loss.

8 – CHILDREN – Baby or child under the age of 10 will benefit 10% discount. All child passengers must be booked minimum 24 hours in advance with Urban Tours, as they will require a seat.

Child Seats to comply with legal requirements: children under the age of 3 will require a baby seat and; child tall less than 1,5 meters will require an higher seat. All these must be booked in advance and will be provided free of charge.

9 – NO SMOKING & ALCOHOL – Urban Tours maintains a strict No Smoking and No Alcohol may be consumed Policy on all of its Vehicles at all times.

10 – SERVICE TIMETABLE – Our shared shuttle service is available between 4 a.m. up to 9 a.m. at the shared shuttle fares advertised. Any service provided outside these hours will be charged at our private hire prices.

11 – SHUTTLE SERVICE – PICK UP TIME – Customers travelling from Lisbon Hotels to Lisbon Airport, a) All pick ups will be made within a given quarter hour period to be known as “the quarter hour window”, e.g. for a pick up at 5.30 a.m. the vehicle will arrive at any time between 5.30 a.m. and 5.45 a.m.. The Passenger must ensure that he is ready at the start of the half hour window. The vehicle may not be able to wait for any Customer who is not ready at the start of “the quarter hour window”.
b) Urban Tours recommends a space of 2,5 to 4 hours between the pick up time and the Passenger’s flight departure time. Urban Tours will not be responsible for any loss or delay suffered by a Passenger where a time gap between pick up and flight time has not been taken.

12 – PICK UP TIME – FROM LISBON AIRPORT – Urban Tours will monitor every flight online on the day of arrival. From the time the flight actually lands, it takes around 20 to 30 minutes to clear customs and arrive at the Meeting-Point in the Lisbon Airport Arrivals Area. There will be “a half hour pick up window” from the time the flight actually lands and arriving to the Meeting-Point.

13 – PASSENGERS DELAYED AT LISBON AIRPORT – From the time that a flight actually lands we anticipate that it will take approximately 25 to 35 minutes to clear immigration and collect baggage and to arrive at the Meeting-Point at the Lisbon Airport Arrivals Area. Any passenger who anticipates that it will take more than 35 minutes to arrive at the Meeting-Point in the Lisbon Airport Arrivals Area, should telephone our contact center to inform us of the delay.
When a passenger does not alert us of a delay, we will check with the airport authorities as to whether the flight has been cleared. If we do not hear from a passenger 1 hour after a flight has landed, this will be charged as a no show.

14 – WAITING – Any passenger taking more than 1 hour to arrive at the Meeting-Point after a flight has landed, may have to wait for the next journey with available seats.

15 – NO SHOWS – All no show passengers will incur a 100% cancellation charge.

16 – CANCELLATIONS – Cancellations made within 36 hours of the date of travel are subject to 100% cancellation charge. Cancellations made more than 36 hours prior to the date of travel will incur a 30% cancellation charge.