General terms and conditions of booking

All bookings must be made at least 3 hours before pick-up. A request submitted at shorter notice cannot be processed online: please contact our team directly on +32 491 10 44 95, available 24/7.

A booking submitted online constitutes a request. The contract is concluded when Atemia confirms the booking by email, after checking its availability. This confirmation is sent as soon as possible and sets out the journey, the time, the vehicle class, the price and the payment method chosen.

The customer guarantees that the information provided is accurate (addresses, time, flight number, number of passengers and items of luggage, child seats, contact details). Atemia cannot be held liable for the consequences of incorrect or incomplete information.

The price is calculated and communicated before confirmation, with no surcharge for traffic, time of day, day of the week or the terminal served:

• journeys of up to 25 km: a fixed flat rate specific to the vehicle class chosen;
• beyond 25 km: a per-kilometre rate applied to the road distance between the pick-up address and the destination;
• Prestige class and bespoke services (sightseeing tour, hourly chauffeur, event, groups): on quotation, the accepted quote serving as confirmation.

All prices are in euros and include Belgian VAT(6% on passenger transport). They include fuel or energy, the tolls and parking charges required for the service, meet & greet and the free waiting time described in clause 06. The price displayed on screen at the time of booking is the price charged; it is recalculated by our servers and does not depend on the customer's browser.

When booking, the customer chooses how to pay:

• online: the price of the journey is paid in full at the time of booking, on the secure payment page of our payment provider Mollie B.V. (Keizersgracht 126, 1015 CW Amsterdam, the Netherlands), a payment institution licensed and supervised by the Dutch central bank. Accepted methods: Bancontact, Visa, Mastercard and American Express cards, the KBC/CBC payment button, and the other methods offered on the payment page. The amount is debited immediately. Atemia never has access to the customer's bank details; it only receives the payment status, the method used and the amount;
• on board: the customer pays the driver on the day of the journey, by card or in cash, against a receipt. The price is the one confirmed by email.

An online payment does not amount to confirmation: the booking remains a request until Atemia's confirmation email. If Atemia cannot provide a journey paid online, the amount paid is refunded in full, free of charge, to the payment method used, under the conditions of clause 05. A payment summary is sent by email; an invoice is issued on request to info@atemiatransfer.be. Businesses may ask to open an account with monthly invoicing, on terms agreed in writing.

The customer may ask to change a booking (time, address, number of passengers, vehicle class) free of charge up to 24 hours before pick-up, by email, telephone or WhatsApp, subject to our availability. If the change alters the price of the journey, the difference is charged or refunded. Less than 24 hours before pick-up, a change is treated as a cancellation followed by a new booking, under the conditions of clause 05.

For airport transfers, the flight provided is tracked in real time: the pick-up is adjusted free of charge if the flight is early or delayed.

Cancellation by the customer. Cancellations are made by email to info@atemiatransfer.be, by telephone or by WhatsApp, quoting the booking reference. A cancellation is:

• free of charge up to 24 hours before the agreed pick-up time, or within the more favourable period shown for the class booked: a journey paid online is then refunded in full;
• payable in full less than 24 hours before pick-up, and if the customer does not show up (clause 06): the price of the journey remains due to Atemia, whether it was paid online or is payable on board.

Cancellation by Atemia. If Atemia cannot provide the journey (unavailability, force majeure, request declined), it informs the customer without delay and refunds all sums paid in full. The customer is not entitled to any other compensation.

How refunds are made. Every refund is made to the payment method used at the time of booking, through Mollie, within a maximum of 10 working days of the cancellation. Depending on the customer's bank, a few more days may pass before the amount appears on their account. The customer is informed of each refund by email.

Right of withdrawal. In accordance with the Belgian Code of Economic Law (Book VI), passenger transport services provided on a specific date or period are not subject to the 14-day right of withdrawal that applies to distance contracts. The cancellation terms above apply instead.

The driver arrives at the agreed address and time. Free waiting time is 15 minutes at an address and 60 minutes after the actual landing time at the airport (and after the train's arrival time at the station). Beyond that, and subject to the driver's availability, each quarter of an hour started is charged at €15 including VAT.

If, at the end of the free waiting time and after two attempts to reach the customer using the contact details provided, the customer has not appeared, the journey is deemed cancelled late: the driver is released and the full price of the journey is due (clause 05). Customers expecting to be late are asked to notify Atemia on +32 491 10 44 95.

A driver delay attributable to Atemia only entitles the customer to a refund of the journey if it exceeds 30 minutes and the customer gives up the transport; delays caused by traffic, weather conditions or any other external event are not attributable to Atemia (clause 09).

• respect the capacity of the class booked (passengers, suitcases, cabin bags); an unannounced excess may lead to the transport being refused or to a larger vehicle being charged, if available;
• mention any children travelling when booking: suitable seats (Maxi-Cosi, child seat, booster seat) are provided free of charge on request, in accordance with the Highway Code;
• behave respectfully towards the driver and the vehicle; smoking, vaping and drinking alcohol on board are prohibited; the driver may refuse or interrupt the transport of a person who is clearly intoxicated or dangerous, the price remaining due;
• be liable for damage and soiling caused to the vehicle: an exceptional clean is charged at €150 including VAT, and damage on presentation of the repair estimate;
• animals are accepted on prior request, in a carrier or on a blanket; assistance dogs are always accepted.

Atemia is not liable for items left on board; it nevertheless makes every reasonable effort to return them, the return shipping costs being borne by the customer.

Atemia performs the transport with insured, maintained vehicles and professional drivers holding the required licences. It may entrust all or part of the service to a selected partner, under its sole responsibility and on the same terms. Vehicle models are given as an indication: a vehicle of an equivalent or higher category may be assigned at no extra charge.

The route is chosen by the driver according to traffic conditions; a stop or detour requested by the customer during the journey is accepted where possible and charged according to the current price list, the customer being informed beforehand.

Atemia's liability is covered by professional and passenger-transport liability insurance. Except in the event of personal injury, gross negligence or wilful misconduct, Atemia's liability for a booking is limited to the price of the journey concerned. Atemia is not liable for indirect loss, in particular a missed connection, where the pick-up time was set by the customer without a reasonable margin.

Atemia is released from its obligations in the event of force majeure: extreme weather, road closures, strikes, demonstrations, accidents, unforeseeable breakdowns, decisions of the authorities or any event beyond its reasonable control. In that case the customer is informed as quickly as possible and the sums paid for the service not performed are refunded.

The information provided when booking is used to carry out the transfer, process the payment and manage the customer relationship. Full details of the processing, of the recipients (including Mollie for payment) and of your rights are set out in our privacy policy.

Complaints should be sent to info@atemiatransfer.be within 14 days of the journey, quoting the booking reference; Atemia replies within 10 working days. Failing an amicable solution, consumers may refer the matter free of charge to the Belgian Consumer Mediation Service (North Gate II, Boulevard du Roi Albert II 8, box 1, 1000 Brussels — contact@mediationconsommateur.be — www.mediationconsommateur.be).

These terms are governed by Belgian law. If a clause is held to be void, the others remain applicable. Any dispute falls within the jurisdiction of the courts of the judicial district of Brussels, without prejudice to the mandatory rules of jurisdiction protecting consumers. The French version is authoritative; the Dutch and English versions are provided for information.