Terms & Conditions

1. Our Services

BG Diplomat provides private ground transportation services including airport transfers, hotel transfers, point-to-point transfers, long-distance transfers, hourly hire services, corporate transportation, and group transfers.

We operate primarily in Serbia with services extending to neighboring countries. Specific routes and destinations are confirmed at the time of booking.

2. What's Included

• Professional licensed driver
• Meet and greet service at airports (arrivals)
• Flight tracking for airport pickups
• Waiting time: 60 minutes at airports, 15 minutes elsewhere
• Fuel costs and all applicable taxes (VAT)
• Standard luggage allowance as per vehicle type
• Child seats when requested at booking
• Bottled water

Not Included

• Toll roads, bridges, tunnels, and parking fees
• Waiting time beyond the free allowance
• Additional stops not in original booking
• Excess or oversized luggage charges

3. Booking Process

• Bookings can be made via website, email, phone, or WhatsApp.
• Your booking is confirmed when you receive a confirmation email with booking reference.
• You must provide accurate information: name, contact number, addresses, flight number, passengers, and luggage details.
• You are responsible for ensuring all booking information is accurate. We are not liable for service failures from incorrect information.
• To modify your booking, contact us at least 24 hours before pickup. Changes are subject to availability.

4. Payment Terms

We accept credit/debit cards (Visa, Mastercard, Maestro, AMEX, Dina) via secure online payment, bank transfers, and cash payment where confirmed at booking.

• Prices are quoted in Euros (EUR) and include VAT.
• Full payment is required at the time of booking unless otherwise agreed.
• For card payments in other currencies, your bank's exchange rate applies.
• Additional charges may apply for services not in the original booking.
• Email receipts are sent automatically. VAT invoices available upon request.

Accepted Payment Methods

Payment for services can be made in one of the following ways: by payment cards - VISA, Maestro, MasterCard, AMEX or Dina that support Internet payments. Card payments are processed in cooperation with AllSecure doo and Banca Intesa in a secure and certified manner via AllSecure Payment Gateway, by simply entering your card details. Payment is also possible via bank transfer or cash (where confirmed at booking). Please check with your card issuing bank whether your card supports Internet payments.

Payment Data Protection

When entering payment card data, confidential information is transmitted over the public network in a protected (encrypted) form using SSL protocol, applying the most modern methods of sensitive data tokenization, and in accordance with PCI-DSS standards. At no point is payment card data accessible 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 AllSecure Payment Gateway are automatically included in 3D-Secure protection, guaranteeing customers safe purchasing. Customer payment card numbers are not stored on the merchant's system and the input 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 level of security for merchants and customers. From 2005 to the present day, 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 cardholder data throughout 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.

Currency Conversion Statement

All payments will be effected in Serbian currency – dinar (RSD). The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

Service Delivery

After a successful booking, a booking confirmation with all trip details will be sent to your email address, which serves as the document for service realization.

VAT

VAT is included in the service price. A fiscal receipt is issued electronically and delivered to the customer's email address.

Refund Policy

In case of refunding funds to a customer who previously paid with a payment card, in whole or in part, regardless of the reason for the refund, that refund is made exclusively via the same VISA, Maestro, MasterCard, AMEX or Dina card that was used for payment. This means that our bank will, at our request, refund funds to the cardholder's account.

5. Cancellation Policy

• More than 24 hours before: 100% refund
• 12 to 24 hours before: 50% refund
• Less than 12 hours: No refund
• No-show: No refund

To cancel, use the link in your confirmation email, email us, or call. Refunds are processed within 5-10 business days to the original payment method.

6. No-Show Policy

A no-show occurs when you fail to appear at the pickup location within the waiting time, cannot be contacted, or cannot be located at the pickup point.

No-shows are non-refundable. The full booking amount will be retained.

To avoid no-show: be at the pickup location on time, keep your phone reachable, notify us immediately of delays.

7. Waiting Time

• Airport pickups: 60 minutes free from actual flight landing time. We track your flight automatically.
• Other pickups: 15 minutes free from the scheduled pickup time.
• Additional waiting: Charged per 15-minute blocks. Contact driver or support if delayed.

Maximum additional waiting: 60 minutes, subject to driver availability.

8. Flight Delays

We automatically track your flight using the flight number you provide.

If your flight is delayed, we adjust your pickup time at no extra cost.

You must provide the correct flight number and notify us of any flight changes or cancellations.

We are not liable for missed pickups due to incorrect flight information provided by you.

9. Luggage Policy

Each vehicle type has a specified luggage capacity. If you have excess luggage, declare it at booking time.

• Sedan: Up to 3 passengers, 2 large suitcases, 2 carry-ons
• Estate/Wagon: Up to 4 passengers, 3 large suitcases, 3 carry-ons
• Minivan: Up to 6 passengers, 5 large suitcases, 5 carry-ons
• Minibus: Up to 8 passengers, 8 large suitcases, 8 carry-ons

Special items (sports equipment, musical instruments, wheelchairs) require advance notice. Pets accepted with advance notice; service animals always welcome.

10. Customer Obligations

• Provide accurate booking information and be at the pickup on time.
• Carry valid ID and travel documents. Ensure all passengers wear seatbelts.
• No smoking, vaping, alcohol consumption, illegal substances, or weapons in vehicles.
• Treat our drivers and vehicles with respect.
• We reserve the right to refuse service if you are intoxicated, abusive, or pose a safety risk.

You are liable for vehicle cleaning costs (minimum charge applies) and damage caused by you or your party.

11. Our Commitments

• Clean, well-maintained, fully insured vehicles.
• Licensed, professional drivers trained in customer service.
• Punctual service (subject to traffic and conditions).
• Flight tracking and 24/7 customer support for active bookings.
• All drivers speak English; additional languages may vary.

12. Liability

We accept liability for personal injury or property damage caused by our negligence, and failure to provide service as confirmed (subject to force majeure).

• We are NOT liable for delays caused by traffic, weather, or circumstances beyond our control.
• We are NOT liable for missed flights, connections, or appointments due to such delays.
• We are NOT liable for loss or damage to luggage unless caused by our proven negligence.
• Our maximum liability for any booking is the amount paid for that booking.
• All journey time estimates are provided in good faith and are not guaranteed.

13. Force Majeure

We are not liable for failure or delay due to circumstances beyond our reasonable control, including: natural disasters, severe weather, acts of war or terrorism, government actions, strikes, pandemics, road closures, airport closures, or fuel shortages.

In such events, we will make reasonable efforts to provide alternatives and communicate promptly.

14. Complaints

Raise concerns with your driver at the time if safe to do so.

Contact us within 7 days of your journey with your booking reference and details.

We will acknowledge your complaint within 48 hours and respond within 14 days.

15. Privacy & Data

We collect and process personal data to provide our services. For full details, see our

Privacy Policy

.

• Your information is shared with drivers to enable service delivery.
• Payment data is processed securely by certified payment providers.
• You have the right to access, correct, or delete your data.

16. Cookies

Our website uses essential storage for functionality and optional measurement tools only after your choice.

• Essential storage is required for website and security functionality.
• With consent, we use Google Analytics 4 and Google Ads conversion measurement for usage statistics.
• You may reject or later withdraw optional analytics without affecting service delivery.

Optional analytics starts only after your choice. Accepting booking terms does not grant analytics or advertising consent.

17. Changes to Terms

We may update these Terms from time to time. Changes will be posted on our website.

The Terms in effect at the time of your booking apply to that booking.

18. Governing Law

These Terms are governed by the laws of the Republic of Serbia. Any disputes shall be resolved in the courts of Belgrade, Serbia.

19. Contact Us

For questions about these terms or our services:

BG Diplomat Limo

MB: 20737387

PIB: 107076779

Antifašističke borbe 23e, Belgrade, Serbia

+381 69 666 040

[email protected]

Emergency: +381 63 341 958