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Terms of Service
Effective from 26 October 2026
1. Service provider
These terms govern the use of shuttlehero.eu and the booking of private transfers offered by ShuttleHero, based in Gdynia, Poland (NIP 9581524091, REGON 220704311).
ShuttleHero acts as an intermediary and organiser of passenger transport under a licence for intermediation in passenger transport. Rides are performed by drivers and carriers who hold the required permits and work on ShuttleHero’s behalf. ShuttleHero is responsible for organising the service, customer contact and payment.
2. Services
- Private transfers door to door — from and to airports, ports, stations, hotels or any address in the European cities listed on shuttlehero.eu
- Outside Poland we offer transfers only — no day tours, hourly hire or shared shuttles
- Custom transport for groups and business clients — priced on request
Every ride is private — only you and your fellow passengers, no other people are added. Prices are per vehicle, not per person. The driver is not a tour guide.
3. Booking
You can book with the booking form on shuttlehero.eu, on WhatsApp or by e-mail. A booking is binding once it has been paid and confirmed by ShuttleHero.
- Please give correct details: pickup place and time, destination, number of passengers (every child and infant counts as a passenger), flight number for airport pickups if you have one, and a phone number you can be reached on during the trip
- We accept bookings at least 3 hours before pickup; more urgent requests only after availability has been confirmed on WhatsApp
- ShuttleHero may decline a booking if no vehicle is available or the service cannot be provided — in that case the amount paid is refunded in full
- Please request changes to a confirmed booking as early as possible on WhatsApp or by replying to the confirmation e-mail; changes are subject to availability
4. Prices and payment
- Prices are in euro (€), fixed per vehicle for the agreed route and number of passengers, and include VAT where applicable. Amounts shown in other currencies are approximate
- Payment is made only in advance, online by card (Visa, Mastercard, Apple Pay, Google Pay) in the booking form or via a payment link sent after booking. Payments are processed by Stripe
- The driver does not accept payment — there is no option to pay in cash or by card in the car, on the spot or on the day of the ride
- Extra stops or route changes during the ride are priced individually and must be agreed in advance
- Waiting beyond the free waiting time is charged as described in section 6
5. Cancellation and refunds
Please send cancellations on WhatsApp, by e-mail to office@shuttlehero.pl or by replying to the confirmation e-mail.
- Cancellation at least 24 hours before pickup — full refund of 100% of the amount paid
- Cancellation later than 24 hours before pickup, or no-show — no refund
- These rules apply to every transfer regardless of the reason for cancellation, including a cancelled, rescheduled or diverted flight
Refunds are made to the card used for payment.
6. Flight tracking and waiting time
For airport pickups we track your flight, so a delayed landing costs you nothing extra. The driver’s free waiting time is:
- 60 minutes after the actual landing time — airport pickups
- 30 minutes — port or railway station pickups
- 20 minutes — pickups at any other address (hotel, home)
Longer waiting is charged at €6 per started 15 minutes for a car or €9 for a van. If the passenger cannot be reached by the end of the waiting time, the driver tries to call; no contact after the waiting time counts as a no-show.
7. Vehicles, child seats and luggage
- 1–3 passengers — car; 4–8 passengers — van; more than 8 passengers — several vehicles
- Child seats (infant seats, child seats, boosters) are available on request when booking, for an extra charge shown in the booking form. Children travel only in seats that meet the legal requirements
- Standard luggage (one suitcase and one carry-on per passenger) is included. Oversized luggage, sports equipment, pushchairs or bicycles must be declared when booking — with a lot of luggage we recommend a van
- Golf bags travel at no extra charge; because of their size we recommend booking a van
ShuttleHero is not liable for damage to items that were not declared or not properly secured.
8. Passenger obligations
Passengers agree to:
- Be ready at the agreed pickup point at the agreed time
- Keep a phone number reachable throughout the ride
- Treat the vehicle and the driver with respect; abusive behaviour or damage to the vehicle ends the service without a refund
- Not consume alcohol or prohibited substances in the vehicle
- Tell us about special needs (e.g. wheelchair access, extra luggage) when booking
9. Liability
Rides are carried out with due care by carriers who hold passenger liability insurance. ShuttleHero is not liable for delays caused by circumstances beyond its control (traffic, road closures, weather) or for indirect losses such as a missed flight. Please allow enough time for your journey and hold suitable travel insurance.
10. Personal data
We process the data you give us when booking in line with our Privacy policy, solely to carry out your booking and to contact you about the service.
11. Complaints
Please send complaints about a service to office@shuttlehero.pl within 14 days of the service date, with the booking date and a description of the issue. We reply within 14 days of receiving the complaint.
12. Changes to these terms
ShuttleHero may change these terms. Changes are published on this page with a new date. A booking is governed by the terms in force when it was made. Matters not covered here are governed by Polish law, including consumer protection provisions.
13. Contact
