Terms & Conditions

Terms & Conditions

Please read our policies carefully before making a reservation. Transparency and trust are at the heart of our service.

1. Definitions and Scope

These Terms and Conditions (“Terms”) govern all bookings made through the website expressridemadrid.com (“Website”), owned and operated by Express Ride Madrid (“we”, “our”, or “us”). By using our services or submitting a booking request, you agree to be bound by these Terms.

For the purposes of these Terms:

Client or Passenger: Refers to the individual or legal entity making the reservation.

Service: Means any ground transportation service, including airport transfers, intercity travel, hourly chauffeur services, and custom rides, provided by us or an affiliated partner.

Vehicle Category: Refers to the service level booked, such as Economy, Standard, Executive, First Class, Van, or Minibus, not a specific vehicle model.

Booking Confirmation: Is the confirmation/reference issued after the required booking steps are completed. The required payment may be full payment, an enabled deposit, or an expressly available Pay Later arrangement.

2. Booking and Reservation Process

2.1 Eligibility

To place a booking, the Client must:

Be at least 18 years old

Provide truthful and complete information

Have the legal capacity to enter into binding agreements

We reserve the right to cancel any booking that does not meet these criteria.

2.2 Booking Process

Reservations can be made online via our Website using our secure booking system. The Client must select the service type, vehicle category, pickup and drop-off locations, date and time, provide accurate passenger details and special requests, review the fare, accept the applicable terms and complete the payment step required by the options shown at checkout.

Bookings made via external platforms, travel agencies, or partners are subject to the same Terms.

2.3 Booking Confirmation

A booking is considered confirmed when the required customer and journey information has been supplied, the applicable Terms have been accepted, the payment requirement shown at checkout has been satisfied (unless Pay Later or another approved arrangement is expressly available), and a booking confirmation/reference has been issued.

The Booking Confirmation will include your ride details, payment summary, and contact details.

If we are unable to provide the requested service, we will notify you and issue a full refund using the original payment method.

2.4 Airport & Pickup Policy

We provide 60 minutes of complimentary waiting time at airports, starting from the actual flight arrival time, using real-time flight tracking.

For hotels and private addresses, 15 minutes of complimentary waiting time applies.

For cruise port pickups, 30 minutes are included.

Clients are responsible for ensuring the provided contact details are reachable on the day of travel.

If the Client fails to appear within the waiting period and no contact is made, the ride is considered a no-show, and no refund will be issued.

3. Payment Terms

3.1 Pricing and Estimates

All prices displayed on our website are shown in Euros (€) and include applicable taxes unless otherwise specified.

The fare provided during the booking process is based on the information provided by the Client. Final pricing may vary depending on route changes, waiting time, extra stops, or additional services requested.

3.2 Payment Methods

We accept the following secure payment options:

Credit/debit cards

Stripe secure payment gateway

Bank transfers for business accounts or large group bookings

Bizum or PayPal when pre-arranged

3.3 Payment Timing

Unless another option is expressly offered or agreed, full prepayment is required to confirm a booking.

Payment options available at checkout may vary. Where a deposit option is enabled, the Client must pay the deposit percentage shown at checkout and the remaining balance becomes payable under the conditions displayed during booking, normally before the journey starts. Where “Pay Later” is enabled, the booking may be recorded as unpaid and payment may be collected or requested later.

The availability of a deposit or Pay Later option does not create a permanent right to use that payment method. Express Ride Madrid may enable or disable these options for future bookings.

3.4 Security and Encryption

All transactions are processed through encrypted connections and secure third-party payment processors.

We do not store card details on our servers.

3.5 Invoicing

A payment receipt and, where requested and applicable, an invoice may be sent to the provided email according to the payment status and billing information supplied.

Businesses may request a formal invoice with VAT details by contacting our team after booking.

4. Modifications and Cancellations

4.1 Booking Modifications

Clients may request changes to the pickup time, address, destination, number of passengers, or additional services up to 24 hours before the scheduled pickup time.

All modification requests must be submitted in writing via email or WhatsApp and are only valid once confirmed by our team.

Additional charges may apply if the modification results in a longer route, waiting time, or vehicle upgrade.

4.2 Last-Minute Changes

For changes requested less than 24 hours before the service, we recommend contacting your assigned driver directly if you have already received their contact details.

While we aim to accommodate reasonable last-minute requests, we cannot guarantee availability or approval. Additional fees may apply.

4.3 Cancellations and Refund Policy

Cancellations must be submitted via email or WhatsApp and are only considered valid once confirmed by our team.

90% Refund: Cancellations made at least 48 hours before the scheduled pickup time are eligible for a 90% refund. A 10% amount is retained to cover administrative and payment processing costs.

50% Refund: Cancellations made between 24 and 48 hours before the pickup time are eligible for a 50% refund.

No Refund: Cancellations made less than 24 hours before the pickup time, or no-shows, are non-refundable.

4.4 Force Majeure and Exceptional Cases

In cases of severe weather, strikes, civil unrest, or other events beyond our control, we will work to reschedule your transfer or offer a full refund if service is not possible.

If cancellation is due to flight cancellation or significant delay and we are notified in time, we may offer a partial refund or reschedule based on availability.

4.5 Refund Method

Refunds will be issued through the same payment method used during booking within 7–10 business days.

Any transaction fees from payment providers may be deducted unless the cancellation was due to our error.

5. Service Conditions

5.1 Driver Conduct and Professionalism

All drivers representing Express Ride Madrid are licensed, insured, and professionally trained.

Drivers are expected to provide courteous, safe, and timely service, including assistance with luggage when appropriate.

5.2 Vehicle Standards and Categories

Vehicles are assigned according to the selected category at booking: Economy, Standard, Executive, First Class, Van, or Minibus.

We ensure that all vehicles are clean, climate-controlled, well-maintained, and compliant with local regulations.

Exact makes and models are subject to availability. We reserve the right to upgrade the vehicle class at no extra cost when necessary.

5.2.1 Minibus Availability and Vehicle Substitution

Minibus bookings are subject to vehicle availability. Where a dedicated Minibus is unavailable for the scheduled service, Express Ride Madrid may provide two suitable vans instead, with sufficient combined passenger and luggage capacity, at no additional charge to the Client. This operational substitution fulfils the booked transport service and does not entitle the Client to an additional refund solely because two vans are supplied instead of one Minibus.

5.3 Waiting Time Policy

For airport pickups, we offer 60 minutes of free waiting time from the actual landing time.

For non-airport pickups, we allow 15 minutes of free waiting from the scheduled pickup time.

Beyond this grace period, additional waiting time may be charged.

5.4 Delays and No-Shows

If you are delayed due to baggage claim, immigration, or any other reason, please inform us or your driver as soon as possible.

If the passenger fails to appear at the pickup location and time without prior notice, it will be considered a no-show, and the service will be charged in full.

5.5 Luggage and Equipment

Every passenger is entitled to one standard-size suitcase and one piece of hand luggage. Extra luggage must be declared at the time of booking.

Bulky items such as skis, wheelchairs, strollers, or musical instruments must be communicated in advance.

The company is not liable for damage to luggage or its contents unless due to gross negligence on our part.

5.6 Pets and Animals

Pets are allowed only in private transfers and must be transported in appropriate carriers. This must be communicated at the time of booking.

A cleaning surcharge may apply if the vehicle requires extra cleaning after the journey.

6. Child Safety and Accessibility

6.1 Child Seats and Booster Options

In compliance with Spanish and EU safety regulations, all children under 135 cm or 12 years of age must be secured in an appropriate child restraint system.

Upon request, we provide:

Infant seats

Child seats

Booster seats

Child seats must be requested at the time of booking. If not pre-booked, availability cannot be guaranteed.

6.2 Responsibility and Installation

Our drivers may assist with child seat installation, but parents or guardians are responsible for verifying correct and secure installation.

If the appropriate seat is not available and the passenger chooses to proceed without it, they do so at their own risk and legal responsibility.

6.3 Accessibility and Reduced Mobility Services

Express Ride Madrid aims to offer inclusive transport options.

We offer vehicles compatible with foldable wheelchairs and mobility aids. Fully wheelchair-accessible vehicles must be requested in advance and are subject to availability.

7. Luggage Policy

Each booking includes one medium suitcase up to 23 kg and one small personal item per passenger.

Additional or oversized luggage must be declared during booking to ensure the correct vehicle is assigned.

Undeclared extra luggage may result in vehicle upgrade charges or cancellation if the vehicle cannot safely transport all items.

For safety and legal compliance, hazardous materials, illegal substances, firearms, weapons, or items that may damage the vehicle are strictly prohibited.

Passengers are responsible for their own luggage at all times.

8. Insurance and Liability

We strongly recommend that all passengers obtain appropriate travel insurance covering cancellations, delays, accidents, personal health issues, and loss or damage of luggage.

Express Ride Madrid is not liable for indirect, incidental, or consequential damages, including missed flights or loss of income.

Our total liability is limited to the amount paid for the transfer service.

We are not responsible for delays caused by traffic, weather, force majeure, or third-party actions.

9. Intellectual Property and Website Use

All content available on the Express Ride Madrid website, including logos, text, images, icons, videos, and other materials, is the property of Express Ride Madrid or its content suppliers.

Unauthorized reproduction, distribution, modification, or publication of any content is prohibited without written consent.

Users agree not to misuse the website, upload malicious code, attempt unauthorized access, or use it for unlawful or fraudulent purposes.

10. Privacy and Data Protection

Express Ride Madrid complies with GDPR and relevant data protection laws.

Personal data is collected and processed only for booking management, service delivery, customer support, payment processing, and legal obligations.

Data collected may include name, contact information, travel details, and payment-related data.

We do not sell, rent, or trade personal data.

Under GDPR, users have the right to access, correct, delete, or withdraw consent for processing their personal data.

Our website may use cookies and similar technologies to improve user experience, analyze traffic, and support website functionality.

11. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of Spain.

Any disputes arising from the use of our services, website, or these Terms shall be subject to the jurisdiction of the courts located in Madrid, Spain.

12. Contact Information

For questions, concerns, or requests regarding these Terms and Conditions, please contact us:

Email: info\@expressridemadrid.com

Website: www\.expressridemadrid.com

13. Amendments to Terms and Conditions

Express Ride Madrid reserves the right to update or modify these Terms and Conditions at any time.

Changes will become effective immediately once published on this page.

Continued use of our services after updates means acceptance of the revised Terms.

Last updated: 25 August 2026