Terms and Conditions

1. Purpose of the contract

www.cosmopolitanprivatetransfers.com is property of ‘Cosmopolitan DMC’ company registered in Podgorica, and our address is at Cetinjska br.11, V floor (The Capital Plaza Centar), Podgorica, Montenegro. 

These general conditions will regulate the contractual relationship between www.cosmopolitanprivatetransfers.com, (or “Cosmopolitan DMC”) and the client (you), by virtue of which Cosmopolitan DMC acts as the disclosed agent of the supplier. 

For the provision of our services, we work with private transport and tour operators (or “Suppliers”) who provide professional transport services for the transfer of passengers and tours, or who act as an agency with legal capacity to offer transport services and who are in possession of all the necessary licenses and permits according to the legislation applicable to each one of them for the realization of this activity in any country, we provide our transfer booking services. 

The terms and conditions applicable to the contract between you and the supplier are available by request and are set out in the booking conditions of the relevant supplier. Cosmopolitan DMC acts as the disclosed agent for its suppliers thus it cannot accept any liability arising from the provision of the services. 

By booking on our website, you agree that the contract for the use and provision of the service is between you and our provider (the provider of the service). If the reservation is made by an agency, or any other person acting on your behalf, it is considered to be acting as an agent of all passengers who use the service as well as yourself. You agree to be bound by these terms and conditions as well as other information contained on the website. 

By making a reservation you confirm that you have read these Terms and Conditions and that you have the legal capacity to accept them on your own behalf and on behalf of all passengers using the services. 

These general conditions may change without prior notice and any change will be communicated by email, our app, our website or any other means that you have provided us with this purpose. 

2. The Booking Process: Payment and Contract 

Bookings can be made online on our website. If the booking is made for two or more people, the person making the booking (“the Lead Party”) is considered to have done so on behalf of all the passengers and he or she accepts these terms and conditions on behalf of any passenger of the party. The Lead Party must be at least 18 years of age. 

Full payment is required at the time of booking. On receipt of full payment, Cosmopolitan DMC will process the booking and after confirmation will send to the Lead Party the transfer or excursion services details which you have booked and the booking voucher. The voucher acts as ‘ticket’ and must be presented to the supplier representative or driver. 

At our discretion and on selected routes you will be able to book the services by making a full payment. If you cancel the booking 24h prior the service use date, the outstanding balance will not be refunded. Bookings made with this rate can be amended and if you would like to make changes or add extras to your booking, you will be asked to pay additional associated charges when the amendments are applied. 

When booking is confirmed a legally binding contract will be created between the Lead Party (and all of the passengers listed on the booking) and the supplier. No binding contract is created until full payment has been received. If you are booking via a Travel Agent no contract will be created between you and a supplier until full payment has been received from your travel agent. We cannot accept any liability in respect of any confirmed services unless full payment has been received. 

In case of an unsatisfactory service complaint Cosmopolitan DMC or its supplier may provide affected client with reimbursement of relevant costs incurred by client getting to destination. All supporting expense documentation will be required. 

Cosmopolitan DMC or its suppliers cannot be held responsible or liable for timeliness, accuracy or quality of the services due to incorrect information provided at the time you book the service. It is the Lead Party’s (or his agent) responsibility to check that all the details of the booking are correct prior to travel and inform Cosmopolitan DMC if there are any errors in advance. 

If any errors in the information provided by the Lead Party’s (or his agent) at the time of booking result in a change to the cost of the services, you will be liable for that cost. In the event that you fail to pay for the difference due to incorrect information provided by you, Cosmopolitan DMC or our supplier reserves the right to cancel the services without any compensation or refund liability to you. 

The supplier’s price quoted on our website is the final price and no extra charges will be made to you if the information you provide on the time of booking is correct. 

3 Child Seats

Please ensure that you are aware of the local legislation when travelling with children. In some destinations children must use appropriate child seats. You are responsible for correctly providing all the information of the passengers at the time of booking and in case of traveling with children choose the necessary extras to adapt to the legislation of the country where you have booked the service. In some cases, child seats extras are not free and must be paid by you at the time of booking. 

4. Disabled Passengers 

In some destinations, Cosmopolitan DMC, through its suppliers, offers transportation services for people with disabilities or reduced mobility. In case of booking a vehicle of these characteristics you are responsible that the reserved vehicle perfectly adapts to the needs of the people traveling in it. We recommend contacting our customer service department before booking a vehicle of this kind, so they can help you choose the vehicle that best suits the needs of all passengers. 

5. Cancellations 

Cancellations must be made by you using our website, app or by sending an email to [email protected]. If you cancel your booking more than 24 hours prior to the date on which you use the first service confirmed in your booking you will be fully refunded. 

If you cancel your booking less than 24 hours prior to the date on which you use the first service confirmed in your booking you will not be entitled to any refund. 

5.1 Cancellations by us 

In extraordinary cases, and if our supplier is forced to make a significant change in the conditions of service, or to cancel the service, we will make the necessary efforts to find viable alternatives to any confirmed reservation that we must cancel. If we are finally forced to cancel your reservation, you will be refunded the full amount of the reservation and this refund will cover all obligations towards the customer arising from such cancellation. 

6. Luggage 

The vehicles used for private transfers have capacity for at least 1 medium suitcase per passenger seat which should not exceed 70cm x 50cm. At the time of booking, you must inform us of the luggage to be transported. It is not necessary to declare smaller luggage items such as cameras, handbags or small backpacks. The passenger will be responsible for any costs incurred in case of needing additional vehicles for the transport of undeclared luggage. 

Will you include in your luggage or personal objects, objects that contravene the legislation of the country in which the service is provided (firearms, etc.) or those that may be harmful to third parties, or objects of excessive size, weight, expiration or fragility. Unless you travel with a guide dog, animals are not allowed. 

The transport of luggage and other personal items is at your own risk and nor Cosmopolitan DMC or our supplier will be liable for any damages or losses. 

7. Services

We offer private Transfer Services and Excursions.  

We cannot guarantee the exact itinerary to your destination and all the information given on our website, such as and not limited to route maps, are for informative purposes only. We strive to ensure that the pick-up and drop-off hours are respected but we cannot guarantee them. 

In case you don’t find the driver please call us immediately. If you organize alternative transport without communicating it to us the supplier will be released from its obligation to provide the service and no amount will be refunded. 

If the driver of your private transfer cannot reach you, he will call the mobile phone number provided by you on the reservation. Please make sure you travel with that mobile phone and that it is on. If he cannot reach you at the phone number provided, we will not be able to provide the service and no refund will be made. 

The unused transfers are not refundable, and the costs of an alternative transport will not be reimbursed. 

The supplier will pick you up and leave you as close as possible to the directions provided. If access through a regular itinerary is closed due to weather conditions, traffic accidents, etc., the supplier will take, according to your express request, an alternative route to reach the agreed destination; in these cases, additional costs can be generated for you. 

In some destinations or due to roadwork or any other circumstances you may be dropped off or picked up at a central point within reasonable walking distance from your final destination. 

If the flight arrival is more than 45 minutes late than the time confirmed in your booking, our supplier will wait for you, but cannot guarantee the service under these circumstances. 

If you expect not be at the designated meeting point at the time specified at the time of booking or your flight has been cancelled you must contact the supplier using the contact phone number from our website. 

All transport services contracted are covered by the civil liability policy of the supplier or the company subcontracted by it. 

8. Local holidays

During national holidays certain facilities (museums, restaurants, sightseeing tours and shopping) may be limited or unavailable. Alternatives will be offered whenever possible. 

9. Lost luggage

We do not guarantee that the luggage will be found and delivered to assigned hotel. We will provide assistance on the spot (through our tour director and local offices) that will help the passenger communicate with air company. 

10. Travel document

No responsibility is accepted for loss of or damage to travel documents or any of passenger’s belongings. 

11. Passport and visa

A valid passport is required of all travelers. All passengers regardless of the passport they hold. 

12. Terms of payment

12.1 Enabled payment methods and description of the payment process 

Payment for products on our online store can be made in one of the following ways: with payment cards – VISA, Maestro or MasterCard that support payment via the Internet. Payment by card is realized in cooperation with AllSecure doo and Hipotekarna banka a.d. Podgorica and is done in a safe and certified way through the AllSecure Paymet Gateway, by simply entering data from the payment card. 

After entering the card data and confirming the payment, the bank authorizes the transaction and thus the order is approved and enters the further process of preparation for delivery. The amount will be reserved on your card (account) and will not be available for any other purpose. 

The transaction will be completed, and the amount deducted from your account only when the transfers are confirmed. In the event that the transfers are not confirmed, the amount reserved will be fully released back to your account. After that, you can repeat the same or a new order, and make a payment related to them. 

Check with the bank that issued the card whether your card supports online payment. 

12.2 Applied standards and processes in data protection when paying with cards 

When entering payment card data, confidential information is transmitted via a public network in a protected (encrypted) form using the SSL protocol, using the most modern methods of tokenization of sensitive data, and in accordance with PCI-DSS standards. Payment card information is never available to the merchant. 3D Secure protection for all merchants and customers – AllSecure Payment Gateway uses the highest global standards of data protection and privacy. All merchants using the AllSecure Payment Gateway are automatically included in the 3D-Secure protection, guaranteeing customers the security of their purchases. Users’ payment card numbers are not stored on the merchant’s system, and the registration itself is protected by SSL data encryption. PCI DSS Standards – AllSecure Payment Gateway constantly complies with all requirements of card organizations in order to increase the security level of merchants and customers. From 2005 to today, without interruption, the system has been certified as PCI-DSS Level 1, which represents the highest standard in the industry. PCI Data Security Standard (PCI-DSS) is a norm that defines the necessary security measures for processing, storing and transmitting sensitive card data. PCI Standards protect sensitive data about the cardholder during the entire payment process: from the moment of data entry at the merchant’s point of sale, during communications between the merchant and relevant banks and card organizations, as well as later storage of that data. 

12.3 Refunds 

In the case of a refund to a customer who has previously paid one of the payment cards, in part or in full, and regardless of the reason for the return, this refund is made exclusively through the same VISA, Maestro or MasterCard card that was used for payment. This means that the bank will refund the cardholder’s account at the request. 

12.4 Statement of Conversion 

All payments will be made in Euros (€). If the payment is made with payment cards issued by foreign Banks, the transaction amount will be converted into the local currency of the card user, according to the exchange rate of Visa/Mastercard card companies. 

13. Complaints 

If the service you receive from our partner (the supplier) does not meet your expectations, you should immediately notify our Customer Service and, whenever possible, at the time the incident occurs. You should firstly contact us using the number provided on our website and they will help you resolve any concerns. Complaints in writing must be sent by email to [email protected] at the latest 28 days after your return date. The deadline for resolving complaints is 7 working days.

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