Terms and Conditions

1. Definitions

In these Terms and Conditions, the following terms have the meanings set out below:

• "Company", "we", "us", "our" — PILTY PREDUZEĆE ZA PROIZVODNJU I PROMET DOO, trading as Transfers in Belgrade, PIB: 100164426, MB: 06760040.
• "Client" — any individual, company, agency, or other entity that places or confirms a booking through any of our channels.
• "Corporate Client" — a legal entity (company, agency, hotel, or institution) booking services for business or agency purposes.
• "Passenger" — the individual(s) who will physically use the transfer service, who may or may not be the same person as the Client.
• "Service Provider" — a licensed, independently operating transport operator or driver engaged by us to carry out the transfer.
• "Booking" — a confirmed reservation for a transfer service, accepted by us in writing (email, messaging application, or booking confirmation document).
• "Transfer" — the private passenger transport service from a specified pickup location to a specified destination, as confirmed in the Booking.
• "Booking Confirmation" — written confirmation (email or document) issued by us acknowledging the details of a confirmed Booking.
• "Force Majeure" — any event beyond the reasonable control of the Company or Service Provider, as further described in Section 15.

2. Who We Are

3. Our Role — Booking Agent

Transfers in Belgrade operates as a booking intermediary and coordination agent for private passenger transfer services in Serbia. We accept, coordinate, and confirm bookings on behalf of licensed transport operators (Service Providers) who carry out the actual transfer.

This means:

• The contract for carriage (transport service) is formed between the Passenger and the Service Provider upon confirmation of the Booking.
• The contract for booking intermediation is formed between the Client and Transfers in Belgrade upon our written Booking Confirmation.
• Service Providers are independent operators. They hold all required transport licences and insurance required under Serbian law, including the Law on Passenger Transport in Road Traffic (Official Gazette No. 68/2015, as amended).
• We exercise due care in selecting and working with Service Providers; however, the operational execution of the transfer is the responsibility of the Service Provider.

4. Booking Process and Confirmation

4.1 How to place a booking

Bookings may be submitted via:

• The contact form on our website (www.transfersinbelgrade.com)
• Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
• WhatsApp, Viber, or Telegram: +381 69 249 5688
• Telephone: +381 69 249 5688

4.2 Booking confirmation

A Booking is only confirmed when we send you a written Booking Confirmation. A submitted inquiry or quote request does not constitute a confirmed Booking. We aim to respond to all inquiries within 24 hours.

The Booking Confirmation will specify: pickup location, destination, date and time, vehicle category, price, and any agreed special requirements. It is your responsibility to review the Booking Confirmation and notify us immediately of any errors or discrepancies.

4.3 Last-minute bookings

We may accept bookings submitted less than 24 hours before the scheduled departure time, subject to vehicle availability. We reserve the right to decline such bookings if no suitable Service Provider is available, without any liability.

4.4 Accuracy of information

The Client is solely responsible for the accuracy of all information provided at the time of booking, including flight numbers, pickup times, passenger count, and contact details. We accept no liability for service failure resulting from incorrect information provided by the Client.

5. Pricing and VAT

5.1 Quoted prices

All prices are quoted in EUR (Euro). The price stated in your Booking Confirmation is final and guaranteed — it will not increase after confirmation, regardless of subsequent changes in fuel prices, exchange rates, or other factors.

5.2 VAT

PILTY PREDUZEĆE ZA PROIZVODNJU I PROMET DOO is registered for Value Added Tax (VAT) in the Republic of Serbia (VAT ID: SR100164426).

• Transfer services performed entirely within the territory of the Republic of Serbia are subject to VAT at the standard rate of 20%, which is included in the quoted price unless explicitly stated otherwise.
• International transfer services — where the route either originates or terminates outside the territory of the Republic of Serbia — are subject to a zero VAT rate (0%) in accordance with the Serbian VAT Act.
• Corporate Clients registered for VAT in Serbia will receive a VAT-compliant invoice upon request.

5.3 Price changes before booking

We reserve the right to adjust quoted prices at any time prior to the issuance of a Booking Confirmation. Once a Booking Confirmation has been issued, the price is fixed.

5.4 Additional charges

The following may give rise to additional charges, which will be agreed in advance where possible:

• Waiting time beyond the complimentary period (see Section 9)
• Changes to the confirmed route during the journey
• Oversized, unusual, or undisclosed luggage (see Section 12)
• Cleaning or repair costs caused by Passenger misconduct (see Section 13)

6. Payment

6.1 Corporate Clients (legal entities)

Corporate Clients — companies, travel agencies, hotels, and other legal entities — are invoiced by PILTY PREDUZEĆE ZA PROIZVODNJU I PROMET DOO and settle payment by bank transfer to our designated account, as specified on the invoice. Payment terms are as agreed in writing between the parties. Standard terms are net 5 days from the invoice date unless otherwise agreed.

6.2 Individual travellers

For individual travellers booking directly, payment arrangements are specified in the Booking Confirmation and are settled directly with the Service Provider in accordance with the terms agreed at the time of booking.

6.3 Prepayment

Where prepayment is required or agreed, the amount paid is non-refundable if the final service cost is lower than the prepaid amount (for example, due to a shorter route or unused return leg). This does not affect your right to cancel in accordance with Section 7.

6.4 Currency

All invoices and payments are processed in EUR. Where payment is made in another currency, the applicable exchange rate is determined at the time of transaction and any currency conversion costs are borne by the Client.

7. Cancellation and Refunds

7.1 Cancellation by the Client

Cancellations must be submitted in writing — by email to This email address is being protected from spambots. You need JavaScript enabled to view it. or via the messaging channel used for the original booking — by the lead passenger or the authorised representative of the Client. Cancellation is effective from the moment we receive written confirmation.

The following cancellation charges apply, calculated as a percentage of the total confirmed booking price:

7.2 Refunds

Where a refund is due, it will be processed within 14 business days of the cancellation confirmation, using the same payment method as the original transaction. We are not responsible for any bank processing delays beyond our control.

7.3 Cancellation by us

We reserve the right to cancel a confirmed Booking in exceptional circumstances, including where no suitable Service Provider is available due to Force Majeure (Section 15) or circumstances beyond our control. In such cases, we will notify you as promptly as possible and provide a full refund of any amounts paid. We will not be liable for any additional costs or consequential losses arising from a cancellation made by us.

7.4 Non-refundable prepayments

Where the Client has voluntarily prepaid and subsequently requests a reduction in the service scope (for example, cancelling a return leg while retaining the outbound journey), the prepaid amount is non-refundable for the unused portion, except where the cancellation is made more than 72 hours in advance under clause 7.1.

8. Modifications to Bookings

Requests to modify a confirmed Booking — including changes to date, time, pickup location, destination, or passenger count — must be submitted in writing as soon as possible. We will make every reasonable effort to accommodate requested changes, subject to availability and any price adjustment that may apply.

Modifications are only effective once confirmed in writing by us. An unconfirmed modification request does not constitute an amendment to the Booking.

We understand that flight schedules, traffic conditions, and other circumstances may be outside the Client's control, and we endeavour to apply reasonable flexibility in such cases.

9. Flight Delays and Waiting Time

9.1 Flight monitoring

For all airport pickup transfers, we monitor flight arrival times and adjust the driver's schedule accordingly at no additional charge. Passengers are not required to notify us of standard flight delays — we track these automatically.

9.2 Complimentary waiting time

9.3 Extended waiting — baggage issues

If you experience a baggage delay or other issue at the airport and contact our operator within the first 60 minutes of your flight's official landing time, the driver will wait for as long as necessary at no additional charge, provided you keep us informed of the situation.

9.4 Waiting charges beyond the complimentary period

If the Passenger does not contact us within the first 60 minutes of landing (for airport pickups), the driver is not obligated to continue waiting. Waiting time that exceeds the complimentary period where agreed will be charged  extra per hour or part thereof.

10. No-Show

If the Passenger fails to appear at the confirmed pickup location within the complimentary waiting period and has not contacted us, the Booking will be treated as a no-show. In a no-show situation:

• The full Booking price will be charged.
• No refund will be issued.
• Neither the Company nor the Service Provider will be liable for any costs or losses incurred by the Passenger as a result.

We strongly advise Passengers to save our contact number (+381 69 249 5688) and to contact us immediately in the event of any delay or difficulty.

11. Vehicle and Service

11.1 Vehicle category

We will provide a vehicle in the category confirmed in your Booking Confirmation. In exceptional operational circumstances (for example, vehicle breakdown or Force Majeure), we reserve the right to substitute an equivalent or superior vehicle category. If only a lower category vehicle is available, we will notify you and offer the choice of accepting the substitution with a proportionate price reduction, or cancelling the Booking with a full refund.

11.2 Specific vehicle requests

If you require a specific vehicle model (for example, a luxury class or a particular van configuration), this must be explicitly stated and confirmed in the Booking Confirmation. We do not guarantee a specific vehicle model unless expressly confirmed in writing.

11.3 Smoking and cleanliness

Smoking is strictly prohibited in all vehicles. This includes cigarettes, e-cigarettes, vapes, and all other tobacco or similar products. Violation of this rule entitles the Service Provider to terminate the journey without refund.

11.4 Animals

Animals may only be transported with prior written approval confirmed in the Booking Confirmation. Animals must be in a suitable carrier or crate. Guide dogs are always permitted.

11.5 Shared transfers

Unless explicitly stated in the Booking Confirmation, all transfers are private and exclusively for the confirmed passenger group. We do not operate shared or shuttle transfers.

12. Luggage and Special Requirements

Standard luggage allowance (one suitcase and one piece of hand luggage per passenger) is included in the Booking price. The following must be declared at the time of booking:

• Oversized or excess luggage (sports equipment, bicycles, bulky items)
• Wheelchairs, mobility aids, or medical equipment
• Child seats (we will arrange where available; please specify the child's age and weight)
• Any other special requirements affecting the vehicle or journey

Failure to declare special luggage or requirements may result in the Service Provider being unable to accommodate them, and no refund or compensation will be due in such cases. Surcharges for oversized luggage will be communicated before the Booking is confirmed.

Passengers are solely responsible for their personal belongings, hand luggage, electronic devices, and valuables throughout the journey. Neither the Company nor the Service Provider accepts liability for loss or damage to items left in the vehicle. If you leave an item in the vehicle, contact us immediately — retrieval costs are at the Passenger's expense.

13. Passenger Obligations

By confirming a Booking, each Passenger agrees to:

• Hold valid travel documents, visas, and permits required for the journey. Any fines or penalties imposed on the Company or Service Provider due to a Passenger holding invalid documents will be claimed from the Passenger in full.
• Arrive at the agreed pickup location at the confirmed time.
• Behave in a manner that is respectful and does not endanger, inconvenience, or offend other persons.
• Refrain from consuming food or alcohol in the vehicle unless expressly permitted by the driver.
• Wear a seatbelt at all times where one is provided.
• Not interfere with the operation of the vehicle or the driver's duties.

We reserve the right to terminate a journey without refund if a Passenger's conduct — in the reasonable judgement of the Service Provider or the Company — is likely to cause distress, danger, or embarrassment to the driver or other persons, or if a Passenger is refused entry to a territory due to their own documentation or conduct.

The Client or Passenger accepts full financial responsibility for any damage caused to the vehicle by themselves or members of their party. Repair or cleaning costs will be invoiced separately.

14. Our Liability

14.1 Scope of our liability as booking agent

Transfers in Belgrade acts as a booking intermediary. Our liability extends to:

• Accurately transmitting your booking details to the Service Provider
• Exercising reasonable care in selecting and working with Service Providers
• Processing cancellations and refunds in accordance with these Terms

14.2 Service Provider liability

The Service Provider bears operational responsibility for the physical execution of the transfer, including the condition and roadworthiness of the vehicle, compliance with traffic laws, and professional conduct of the driver. All Service Provider vehicles are fully insured in accordance with the mandatory requirements of the Republic of Serbia.

14.3 Limitation of Company liability

Subject to clause 14.4, the maximum liability of Transfers in Belgrade in connection with any Booking shall not exceed the total price paid for that Booking. We are not liable for:

• Delays caused by traffic, road conditions, weather, or other circumstances beyond our control
• Loss of flight, train, or other connection as a result of a delay
• Consequential, indirect, or special losses of any kind
• Events attributable to the Client's provision of incorrect information
• Third-party website content, linked services, or external platforms

14.4 Non-excludable liability

14.5 Travel insurance

Passengers are strongly advised to hold adequate travel insurance covering transport delays, cancellations, medical expenses, and personal liability. We are not a substitute for travel insurance and will not compensate for losses that would ordinarily be covered by insurance.

15. Force Majeure

Neither the Company nor the Service Provider shall be liable for any failure or delay in performing obligations under these Terms that is caused by events beyond their reasonable control, including but not limited to: natural disasters, extreme weather, acts of government, civil unrest, war, pandemic, strikes, road closures, infrastructure failures, or other exceptional circumstances.

In the event of Force Majeure, we will notify you as promptly as possible and, where feasible, offer an alternative arrangement. Where a Booking cannot be fulfilled due to Force Majeure, a full refund of any amount paid will be provided.

16. Consumer Rights (EU and UK Passengers)

For Passengers who are consumers resident in a European Union member state or the United Kingdom, the following additional provisions apply:

• Right of withdrawal: Under EU Directive 2011/83/EU and its national implementations, consumers have a 14-day right of withdrawal from distance contracts. However, this right does not apply to transport services for a specific date or period — as confirmed by Article 16(l) of the Directive. By confirming a Booking with a specific travel date, you expressly acknowledge that the right of withdrawal is excluded for that specific journey.
• Applicable cancellation rights: Your rights in the event of cancellation are as set out in Section 7 of these Terms, which we consider fair and reasonable for both parties.
• Online dispute resolution: EU-resident consumers may use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr. Please note that as a Serbian company, our participation in ODR is voluntary; however, we commit to engaging in good faith with any complaint.
• Consumer protection: Statutory consumer rights under the law of your country of residence are not affected by these Terms to the extent that those rights cannot lawfully be excluded.

17. Complaints

If you experience a problem during your transfer, contact us immediately at +381 69 249 5688 or This email address is being protected from spambots. You need JavaScript enabled to view it. so that we have the opportunity to resolve the issue promptly.

If the matter is not resolved during the journey, submit a written complaint within 7 days of the service date. Complaints submitted after this period cannot be investigated, as evidence and driver recollections may no longer be available.

We will acknowledge your complaint within 3 business days and provide a substantive response within 14 days. Where you claim reimbursement of additional costs, please attach supporting receipts — their submission does not guarantee reimbursement but will be considered.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or any Booking made under them, shall be governed by and construed in accordance with the law of the Republic of Serbia, in particular the Law on Obligations (ZOO, Official Gazette of the SFRY No. 29/78, with subsequent amendments) and the Law on Electronic Commerce (Official Gazette No. 41/2009).

Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts in Belgrade, Republic of Serbia, without prejudice to the mandatory consumer protection rights of EU or UK-resident passengers under their applicable national law.

For Corporate Clients, disputes shall first be submitted to mandatory mediation in accordance with the Serbian Law on Mediation (Official Gazette No. 55/2014) before court proceedings may be initiated.

19. General Provisions

• Entire agreement: These Terms, together with the Booking Confirmation and any other written agreement between the parties, constitute the entire agreement with respect to the Booking and supersede all prior representations, negotiations, or understandings.
• Severability: If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a competent court, that provision shall be severed and the remaining provisions shall continue in full force and effect.
• Waiver: Failure to enforce any provision of these Terms on a particular occasion shall not constitute a waiver of that provision on any future occasion.
• Amendments: We reserve the right to amend these Terms at any time. The version in force at the time of your Booking Confirmation shall apply to that Booking.
• Language: These Terms are available in English, Serbian, and Russian. In the event of any inconsistency between the versions, the English version shall prevail.
• Privacy: The collection and use of personal data in connection with your Booking is governed by our Privacy Policy, which forms part of the contractual relationship between us.

20. Contact