Terms & Conditions

Terms & Conditions – Arrivo Ride

1. General Provisions

These Terms & Conditions govern the use of transport services booked through Arrivo Ride, operated by IDS Bulgaria Ltd.

By making a booking through our website, by email, by phone, or via any other communication channel, you acknowledge and agree to these Terms & Conditions.

Arrivo Ride provides private passenger transport and transfer services, subject to availability and operational feasibility.

2. Booking and Confirmation

Bookings should preferably be made at least 24 hours in advance to ensure availability and proper service planning.

For last-minute bookings, customers are kindly requested to contact our team directly via phone or WhatsApp, and such bookings will be subject to confirmation.

A booking is considered confirmed only after:

  • full or partial payment has been successfully received (where applicable), and/or
  • the customer has received a booking confirmation email containing a valid booking reference.

Arrivo Ride reserves the right to decline or cancel a booking in cases of operational impossibility, incorrect booking details, or other exceptional circumstances.

3. Pricing and Payment

All prices displayed on the Arrivo Ride website are quoted in the applicable currency and are inclusive of VAT, fuel, road tolls, and standard airport access/parking fees, unless otherwise stated.

Payments are processed securely through trusted third-party providers such as Stripe and PayPal.

The final price applies strictly to the route, service type, vehicle category, and passenger/luggage details specified at the time of booking.

Additional charges may apply in cases such as:

  • extra stops not included in the original booking,
  • route changes requested after confirmation,
  • extended waiting time beyond the included free allowance,
  • excessive luggage requiring a larger vehicle or additional transport arrangement.

4. Waiting Time and Flight Delays

Airport Pick-ups

For airport arrivals, Arrivo Ride includes up to 60 minutes of free waiting time, calculated from the actual flight landing time, where flight information has been correctly provided by the customer.

Flight Delays

Where valid flight details are supplied, Arrivo Ride will make reasonable efforts to monitor the flight and adjust the pick-up time accordingly at no additional charge, provided the delay remains operationally manageable.

Non-Airport Pick-ups

For hotel, residential, office, or other address pick-ups, the included free waiting time is 15 minutes from the scheduled pick-up time.

If the customer is not available after the included waiting time and no communication has been received, the booking may be considered a No-Show.

5. Passenger, Luggage, and Booking Information

Customers are responsible for ensuring that all booking details are accurate, including:

  • pick-up date and time,
  • pick-up and drop-off location,
  • flight number (where applicable),
  • contact telephone number,
  • number of passengers,
  • estimated luggage volume.

It is the customer’s responsibility to book a vehicle category suitable for the number of passengers and the amount of luggage.

For safety, legal, and insurance reasons:

  • the number of passengers must not exceed the vehicle’s legal seating capacity,
  • luggage must fit safely within the vehicle without compromising passenger comfort or road safety.

Arrivo Ride reserves the right to refuse service, or to charge an upgrade fee where possible, if the actual number of passengers or luggage exceeds the booked capacity.

6. Child Seats

Child seats and booster seats may be provided upon prior request, subject to availability.

Customers are required to provide the age, approximate weight, and/or height of the child during the booking process to allow the most appropriate seat to be arranged.

While Arrivo Ride makes every reasonable effort to accommodate such requests, availability cannot be guaranteed unless explicitly confirmed.

7. Cancellation, Refunds, and No-Show Policy

Free Cancellation

Bookings may be cancelled free of charge up to 24 hours before the scheduled pick-up time.

Late Cancellation

Cancellations made less than 24 hours before the scheduled service time are considered non-refundable.

No-Show

A booking will be considered a No-Show if:

  • the passenger does not appear at the agreed meeting point within the included waiting time, and
  • the passenger cannot be contacted using the phone number provided at the time of booking.

In such cases, the service will be considered completed for operational purposes and no refund will be issued.

Refunds, where applicable, will be processed back to the original payment method within a reasonable timeframe, depending on the payment provider.

8. Service Changes and Operational Flexibility

Arrivo Ride reserves the right, where necessary, to substitute the booked vehicle with another vehicle of the same or higher category, without prior notice, where operationally required.

Reasonable efforts will always be made to deliver the booked service exactly as confirmed. However, in rare cases, minor operational adjustments may be necessary in order to ensure service continuity and passenger safety.

9. Responsibility and Limitation of Liability

Arrivo Ride shall not be held responsible for delays, disruptions, or inability to perform the service where caused by circumstances beyond reasonable control, including but not limited to:

  • extreme weather conditions,
  • road accidents,
  • police controls,
  • traffic congestion,
  • road closures,
  • strikes,
  • force majeure events.

Passengers are responsible for any damage caused to the vehicle interior or exterior due to negligence, misconduct, or inappropriate handling of luggage or personal belongings.

Arrivo Ride shall not be liable for loss or damage to personal belongings left unattended in the vehicle.

10. Complaints and Customer Support

If you experience any issue with your booking or service, we encourage you to contact us as soon as possible so that we can assist promptly.

Customer support is available via:

Any formal complaint should preferably be submitted in writing within a reasonable period after the service date.

11. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Bulgaria.

Any disputes arising in connection with the use of Arrivo Ride services shall be subject to the competent courts of Bulgaria.