Terms of service

These are the terms on which Indov Transfers accepts bookings and carries passengers. They are written in plain language on purpose. If anything here is unclear, ask before you travel rather than after.

When you send the form, you are requesting the journey at the displayed fixed quote. Nothing is reserved or charged until we confirm vehicle availability in writing by email, message or text.

Once we confirm the booking, the price is fixed for the journey described. Manual-quote services become fixed when you accept our written quotation.

Every displayed price is per vehicle and includes applicable VAT, the chauffeur, vehicle, fuel, normal tolls and vignettes, standard pickup parking, normal border processing and the vehicle's required travel from and back to our operating base.

Confirmed prices do not change because of ordinary traffic, general border queues, normal weather, a reasonable driver-selected diversion, fuel prices or toll changes. A price changes only when you change the service, for example with extra stops, a new destination, excess waiting, undeclared luggage or a larger vehicle. We confirm any additional price before providing the changed service.

Before confirmation, selected peak travel periods may be priced up to 5% above the normal tariff and major holidays up to 10% above it. These adjustments never stack and are already included in the displayed total; there is no general night, summer, winter or cross-border surcharge.

If, before you book, you send us a lower written quote from a licensed operator for the same journey, date and a comparable vehicle class, we will review it. Whether we adjust our price is our decision, and an adjusted price applies only once we confirm it in writing.

The confirmed price is never higher than the price shown for the same details. It may be lower where one of our vehicles is already travelling the route, for example on its way back to base, or where you agreed to share; any lower price is confirmed in writing.

For airport pick-ups, 60 minutes of waiting after the aircraft actually lands is included. For all other pick-ups, 15 minutes is included.

Beyond that, waiting is charged in started 15-minute blocks at the rate for the booked class. Extra waiting is subject to driver availability. Ordinary traffic and general border queues while travelling are not chargeable waiting.

A qualifying same-day return uses the same vehicle and prices the return leg at 65% of the one-way fare, with up to six hours at the destination. If the planned duty would exceed safe or legal limits, we provide a manual quote or require another driver or an overnight stay.

A return on another date is two one-way journeys with 10% off the pair when both are confirmed together. Hourly hire has a three-hour minimum, includes 20 kilometres per booked hour and must finish in the agreed operating area. Extra time and distance are charged at the confirmed class rate.

Returning customers receive 5% off every later booking. When someone you recommend books with us for the first time, they receive 10% off that trip and you receive 10% off your next one. Gift vouchers are honoured at face value until the date printed on them. We apply these savings when we confirm a booking, and they cannot be combined with each other.

Trips of more than two hours include a stop of up to 20 minutes for coffee or photos at no charge.

If a better vehicle is free on the day, we may upgrade you at no extra cost.

On time, or 20% back: if our driver reaches a confirmed pick-up more than 15 minutes after the agreed time, we take 20% off the price of that leg, or refund it if it has already been paid. For airport pick-ups the agreed time is the flight's actual landing. The guarantee does not apply where the time or place was changed after confirmation, or where the delay is caused by road closures, accidents, border closures or severe weather.

Provide the correct flight number so we can track the actual landing time. Ordinary delays to that flight do not change the confirmed price. Without a flight number, waiting starts at the booked pickup time.

A cancellation, diversion to another airport or change of flight may require a new pickup time or route. Contact us immediately; any changed price will be agreed before dispatch.

You are responsible for passports, visas, entry rights, child travel permissions, customs declarations and documents for animals or special goods. Normal border queues are included in the fixed fare.

If entry is refused or a passenger-specific inspection causes exceptional waiting, the original fare remains payable and waiting, return travel or an alternative destination may be charged after agreement.

Cancel more than 24 hours before the pick-up and there is no charge at all.

Cancel 6 to 24 hours before pick-up and 50% of the confirmed price applies. Cancel less than 6 hours before pick-up, or do not appear, and the full price applies.

A no-show occurs after the included waiting period has expired and we have tried to contact you: 60 minutes after actual flight landing for a tracked airport pickup, or 15 minutes after the agreed time elsewhere.

Minibuses, five or more vehicles, events and multi-day work may use a 72-hour cancellation schedule stated in the written quote.

If we cancel, you receive a full refund and we will try to provide an equivalent replacement. A free upgrade may be supplied; a downgrade requires your agreement and a refund of the difference.

We build in sensible time and we watch flights, but we cannot promise a journey time. Weather, borders, accidents and roadworks are not within our control.

Where a delay is caused by something we could not reasonably avoid, we are not liable for what you miss at the other end. Where it is caused by us, tell us and we will make it right.

Seat belts are worn by everyone, including in the back. Children travel in an appropriate seat, which we supply if you ask when booking.

No smoking, including e-cigarettes. Food and drink are fine within reason.

The driver may refuse to carry a passenger who is abusive, or so intoxicated that they are a danger to themselves or to the vehicle. In that case the full price applies.

If a vehicle is soiled beyond ordinary cleaning, we charge the actual cost of putting it right, and we will show you the invoice.

Tell us the passenger count and all luggage, including wheelchairs, bicycles, skis, instruments and other bulky items. Undeclared passengers or luggage may require a paid upgrade or may be refused where safe carriage is impossible.

Child seats are included when requested in advance; tell us each child's age and required seat type. Pets and assistance animals must also be declared so that safe arrangements can be confirmed.

Please check the car before you walk away. We hold anything found for 30 days. Courier or dedicated vehicle costs for returning an item are payable by the owner.

All displayed prices include applicable VAT. Payment can be made in the methods stated in the written confirmation; company invoices are available without a service charge.

Bookings above €100 or cross-border journeys may require a 20% deposit. Minibus, multi-day and multi-vehicle work may require 30%. Short-notice work may require full prepayment. Any deposit forms part of the total price and follows the cancellation schedule.

Card payment through this website is not live yet. Until it is, payment and any deposit are arranged in the written confirmation. Drivers may not renegotiate a confirmed fare, and tips are optional.

Accessible transfers, exact-model guarantees, close protection, security escorts, unaccompanied minors, oversized equipment, long same-day duties, multiple vehicles and multi-day programmes require written confirmation and may not receive an automatic price.

For work requiring accommodation, meals, a second driver, special permits or a coordinator, the written quote includes those known costs so that they are not presented as surprises after the journey.

Every vehicle carries full commercial passenger insurance and every driver holds the licence the law requires for this work. Ask and we will show you the documents.

Write or call. We answer complaints ourselves, in writing, within three working days. There is no ticket queue.

These terms are governed by the law of North Macedonia, and any dispute belongs to the courts of Skopje.