Terms & Conditions

Please take a moment to review our Terms and Conditions.

1. User consent

The following Terms & Conditions have been established by the single-member company under the name “Georgios Panagoulis” headquartered in Athens with email info@urbancabs.gr (hereafter referred to as “ the “Company” or “We” or “us” or “our” ). The Company operates the website/platform under the brand name “ Urban Cabs” (hereafter referred to as the “Platform“) through which passengers (hereafter “Passengers” , “Travellers”, “You” , “User”, “Customers” ) make a booking of a transportation service (hereafter “Services”) operated by Private vehicles.

By accessing the website https://urbancabs.gr/, you agree unconditionally to the terms & conditions, as well as to its Privacy Policy https://urbancabs.gr/privacy-policy/). In case you don’t agree with any term, you should not use the Platform or/and the Services. If you need clarifications or any other questions please contact us via email, call or WhatsApp before you use the Platform.

Our website collects information voluntarily submitted by you. The booking process requires personal information like your name, surname, and a valid email address to create your order. Additionally, any communication initiated through email, WhatsApp or the “Contact Us” form will result in the collection of your email address, the full content of the message (including attachments, if applicable), and any other information you choose to provide. Finally, participation in contests, lotteries, or other activities may necessitate the collection of personal information to manage your involvement.

In some instances, we may receive additional information, including personal data, about you from other sources. This could include companies we partner with or third-party suppliers with whom you are already registered. It’s important to note that these third-party suppliers handle your information according to their own privacy policies, so we encourage you to review them as well.

Our Company reserves the unilateral right to amend, modify, renew, delete, add to, or restrict any aspect of these Terms and Conditions at any time. We are committed to notifying you of any such changes through the Platform. Additionally, our Company reserves the right, without penalty, to make changes to published itineraries or withdraw trip planner announcements whenever circumstances, in our sole judgment, necessitate such action. We may also deem modifications necessary to ensure the comfort, convenience, or safety of our clients. Dates, schedules, trip planner details, and costs are provided based on the best information available at the time of publication on our website or in emails sent to you. However, please be aware that this information is subject to change without prior notice.

2. Description of Services

We provide Transportation Services which means that a Driver will pick you up and transfer you to the destination of your choice. The locations (pick up/drop off) can be Athens airport, Athens Ports, hotels, archaeological places, sightseeing or any other location you choose in or outside of Athens. Please note that we do not operate in every city. To find out if we can serve you, you have to contact us.

Urban Cabs provides Meet & Greet services from Athens Airport and Ports. 

  • Urban Cabs drivers will be waiting for you in the designated arrival area upon your flight’s landing or boat’s arrival, holding a sign clearly displaying your name. However, in cases of unexpected delays or congestion, you are kindly requested to actively locate your driver within a reasonable timeframe. Please note that Urban Cabs is unable to enter restricted areas like baggage claim due to airport regulations.
  • Urban Cabs actively monitors flight and boat arrival statuses in real-time to anticipate potential delays. In the event of a flight or boat delay, adjustments to the scheduled pick-up time will be made accordingly.
  • Flight Arrivals: The assigned driver will await the Passenger’s arrival for a period of one (1) hour and ten (10) minutes from the actual flight arrival time, unless alternative arrangements have been mutually agreed upon and confirmed in writing.
  • Boat Arrivals: The assigned driver will await the Passenger’s arrival for a period of thirty (30) minutes from the actual boat arrival time, unless alternative arrangements have been mutually agreed upon and confirmed in writing.

Should the Passenger fail to appear at the designated pick-up location, the driver will make a verbal announcement at the airport’s information desk or within the boat, as applicable. If the Passenger does not present themselves and has not established contact with the driver within the designated waiting time (one (1) hour and ten (10) minutes for flights, thirty (30) minutes for boats) of the actual arrival time, the driver will depart. In such cases, the Passenger shall forfeit all rights to a refund.

  • For a hotel/ Airbnb pickup, our Drivers will wait up to 15 minutes without notice and you don’t have to pay extra. If you fail to notify us on time, the Driver is not responsible to wail longer and we cannot grant a refund.
  • If your flight/voyage is canceled, you’ll need to inform us as soon as you become aware of the cancellation. To be eligible for a refund, you must notify us at least 24 hours prior to the scheduled pick-up time. If you have already paid for your transfer and provide timely notification, we can reschedule your transfer or we will process your refund. In the event of a no-show or failure to provide the required 24 hours notification of cancellation, we cannot grant a refund.
  • You retain the right to request changes to your existing transfer booking details by contacting our Company in writing up until twelve (12) hours before your scheduled pick-up time. 

Urban Cabs provides Sightseeing rides around Athens or other destinations around Greece. Please mind the following:

  • Licensed tour guides are not included in standard packages. Due to legal restrictions, we cannot guide inside archaeological sites, museums, or national parks. We can arrange licensed guides at an extra cost, if requested.
  • You can choose from our pre-designed sightseeing rides or collaborate with us for a custom itinerary tailored to your interests.

3. Booking policy

  • The use of this platform and the booking of services is restricted to individuals who have reached the age of eighteen (18) years or older. 
  • To ensure the availability of your desired transfer service, all booking requests must be submitted at least eight (8) hours prior to your intended service time. In case you want to make a booking in less than 8 hours before the pickup please contact us and we will do our best to serve you.
  • To book your transfer, you need to provide us with some information such as:
    • Ride Information: Pickup and Drop off Locations, day, time, number of persons, transfer type (one way or return), flight number or boat name.
    • Personal & Contact Information: Name, Surname, email, phone number.
    • Choose a vehicle by entering the number of passengers and luggage. There is an extra option if you need a child seat.
  • WE WILL NOT CONFIRM a reservation that has incomplete information such as e.g. phone and email
  • Booking process:
  1. Making a reservation through  the booking form:
    1. You will receive an automated reply that  includes all the information you have stated during the booking which confirms the reception of your message. Please note that this is not the confirmation of your reservation. If you won’t receive any email back in 30 minutes please contact us via email, phone or WhatsApp.
    2. You will receive a second personalized email with the confirmation of availability and booking. If we need more clarifications, we will discuss them and then confirm your booking via email.
  2. Making a reservation through the contact form/ email/ WhatsApp:
    1. In case you want to book a long distance transfer, sightseeing ride or any other special offer, you can use our contact form or any other means of communication.
    2. After receiving your request, we will contact you for further information if needed and then we will confirm your booking.
  • Submission of a transfer request does not guarantee a confirmed reservation. Your booking is only valid upon receipt of a separate confirmation email from us, which will outline both confirmation and any relevant transfer instructions. In rare instances, urgent confirmations may be sent via WhatsApp or SMS. Please note, the absence of a confirmation email, regardless of the communication method used, renders your reservation invalid.
  • We reserve the right to examine the feasibility of the transfer based on these Terms and Conditions and may reject it if necessary. 
  • Please be advised that the availability of our services is limited. While we strive to accommodate all booking requests, we cannot guarantee availability in advance. Confirmation of service availability will only be provided at the time of online booking.
  • We will make every effort to fulfill your transfer with a single, suitable vehicle. However, in the event of limited availability, we reserve the right to split your transfer into separate sedans at no additional cost to ensure your transportation needs are met.
  • Once a driver is assigned to your transfer, you will receive their name and his/her contact details.
  • If we cannot fulfill your transfer request, we will not process your order. You will be notified promptly, and any pre-payments will be fully refunded in a timely manner.
  • We reserve the absolute right to decline any booking order for any reason, including legal or regulatory limitations.
  • In case you want to change the time or day of the booking, please do not cancel the reservation. Just let us know by email (bookings@urbancabs.gr) or phone or message to whatsapp/sms.
  • We endeavor to respond to all email and message inquiries within twenty-four (24) hours. However, this timeframe may be subject to change due to unforeseen circumstances.
  • By making a booking through this platform, you acknowledge and warrant that you:

a) Have read and understood these Terms and Conditions in their entirety.

b) Possess the legal capacity to enter into a binding agreement with our Company, either on your own behalf or on behalf of any person traveling with you.

c) Agree to be bound by these Terms and Conditions, which govern the use of this platform and the booking of services offered by our Company.

During the booking process, you are solely responsible for ensuring the accuracy of all submitted personal data. You also warrant that you are the authorized holder of any payment details provided, with sufficient funds to cover the transfer service cost. While not mandatory, we may verify payment details, particularly for credit card or online provider transactions. Please be aware that any errors, misleading information, or discrepancies discovered during booking or verification may result in us rejecting your order at our sole discretion.

4. Payment Policy 

The Company provides pre-payment via Stripe. The Transfer Cost is the price you see when you get a quote on the platform or before you pay. The Transfer cost includes tolls, fuel, parking fees and all legal taxes. Food, beverages, museum tickets / archaeological sites, Tips, personal insurance and other personal expenses are not included. There is an extra cost if you need a child seat which is stated during the booking process. 

All prices and quotations provided are on a per-ride/ transfer basis (unless otherwise stated). Our prices are subject to change without prior notice.

The Driver is solely responsible for providing the Passenger with a printed receipt for the transfer service. The Driver is responsible for adhering to all local tax regulations concerning the income generated by the transfer.

About the Refund Policy please see section below “Passenger Refund Policy”.

We may, at our sole discretion, offer promotional travel deals with varying features and benefits to our customers.

5. Passenger Cancellation Request Policy

You retain the right to cancel a previously booked transfer at any time. To exercise this right, you must notify our Company in writing. We accept cancellation requests through various methods for your convenience: SMS, WhatsApp, Email (bookings@urbancabs.gr).

If the cancellation request is received 24 hours before the scheduled pick-up time, a full refund is available.

Please note: Cancellations received less than 24 hours before the scheduled pick-up time will be considered last-minute cancellations and are subject to a 100% cancellation fee. This fee applies to the entire booking amount, and no refunds will be issued to the Passenger.

6. Passenger Change Request Policy

You retain the right to request changes to your existing transfer booking details by contacting our Company in writing. Please note the following timeframes:

  • Sightseeing Rides: Changes can be requested up to twenty-four (24) hours before your scheduled pick-up time.
  • Transfers (excluding Sightseeing Rides): Changes can be requested up to twelve (12) hours before your scheduled pick-up time.

To exercise this right, you must notify our Company in writing. We accept change requests through various methods for your convenience: SMS, WhatsApp, Email (bookings@urbancabs.gr).

Please be aware that depending on the nature of your requested changes, the original transfer price may be subject to modification. We will communicate any revised transfer price to you, and confirmation of the new booking details will only occur upon receipt of payment for the adjusted price (if applicable).

If the revised transfer price is less than the original amount, we will issue a partial refund to your chosen payment method.

However, if the revised transfer price is higher, your explicit consent will be required before charging your payment method for the additional cost incurred due to your modification request.

We regret to inform you that we cannot accommodate any booking detail changes requested less than the respective timeframes outlined above. In these cases, the booking will either be operated as initially booked, or you can proceed with a cancellation request, as per our Passenger Cancellation Request Policy.

7. Complimentary Waiting Time Policy

Pick-Up Procedures and Waiting Times:

  • Passenger Punctuality: You are responsible for arriving at your designated pick-up location at the time specified in your booking confirmation. Failure to arrive within the designated timeframe may be considered a no-show, subject to the terms of our passenger No-Show Policy.
  • Complimentary Waiting Times: We offer complimentary waiting times at pick-up locations, depending on the transfer type:
    • Airport Pick-Up: 70 minutes
    • Port, Train Station, Bus Station Pick-Up: 30 minutes
    • Other Pick-Up Locations (including Sightseeing Rides): 15 minutes
  • Waiting Time Calculation: Complimentary waiting times commence from the scheduled pick-up time.

Flight/Ship Delays:

  • New Arrival Time as Pick-Up Time: If your booked airport or port pick-up time differs from your flight/ship arrival time, and your flight/ship experiences a delay, the new arrival time will become the revised pick-up time.
  • Waiting Time for Flight/Ship Delays: For airport/port pick-ups with a scheduled pick-up time coinciding with your flight/ship arrival, our complimentary waiting time starts upon the flight/ship’s arrival, provided you have furnished accurate and complete flight/ship details to facilitate arrival tracking. This applies to delays up to eight (8) hours. In the event of a flight/ship delay exceeding eight (8) hours, your transfer will be canceled, and a full refund will be issued.
  • Early Flight/Ship Arrivals: If your flight/ship arrives earlier than the scheduled pick-up time for airport/port transfers, the initial scheduled pick-up time remains in effect.
  • Multiple Flight Arrivals: For airport pick-ups involving passengers arriving on multiple flights, the scheduled pick-up time is determined by:
    • The arrival time is declared by the passenger during booking.
    • Any updated arrival time submitted in accordance with our Passenger Change Request Policy.

Multiple Flight Recommendation: For groups of passengers arriving on separate flights and booked under a single transfer, it is highly recommended to include the arrival time of the last landing flight in the booking details.

Flight Notes: Please note that any additional flight information left during booking does not constitute a modification to the scheduled pick-up time.

8. Extra Waiting time Policy

Extra waiting time refers to any period exceeding the complimentary waiting time offered by the Company, during which you request the driver to wait for your arrival.

You may request the driver to wait beyond the complimentary waiting time. This can be done:

  • In Advance: Before your transfer takes place.
  • During the Complimentary Waiting Time: No later than the end of the complimentary waiting period.

You can submit your request by contacting the company via SMS, email (bookings@urbancabs.gr), WhatsApp or directly to your driver.

We can only guarantee the complimentary waiting time for passengers who have not requested extra waiting time at least twelve (12) hours before the scheduled pick-up time.

 If you request extra waiting time, and the driver is able to accommodate it, additional fees will be charged in 15-minute increments based on the vehicle type assigned to your transfer:

  • Sedan: €6.00 per 15 minutes
  • Minivan: €9.00 per 15 minutes
  • Minibus: €12.00 per 15 minutes

When the driver can accommodate your extra waiting time request, you must authorize the corresponding fees via SMS, email (bookings@urbancabs.gr) and WhatsApp.

Extra waiting time fees can be settled with either:

  • Cash Payment: Directly to the driver before the start of your transfer.
  • Electronic Payment: Made online to the Company through the provided link

9. Passenger & Driver No-Show Policy

Passenger No- Show is defined as a Passenger not being at the pickup location by the end of the complimentary waiting time, or the extra waiting time if that has been agreed.

The pickup location is defined as the place where the Passenger has asked to be picked up from. In case of airport/port pickup, the Company notifies You via the booking confirmation email the exact pickup location where the Driver will be waiting for You (i.e. Arrivals hall, Departure hall, etc.).

In the occasions where the Passenger fails to appear at the pickup location by the end of their complementary waiting time, or the end of the extra waiting time, or if an “Extra Waiting Time” request has not been able to be accommodated by the Driver, the Transfer is considered a Passenger No-Show. In this case no amount is refunded to the Passenger. If an extra waiting time was agreed with the Passenger as per the Extra Waiting Time Policy, the Passenger must pay the extra waiting fee as well.

If You are not at the pickup location at the scheduled pickup time, and the Pick up place is an Airport, Port, Train Station or Bus Station, the assigned Driver will try to contact You via text/WhatsApp/Viber or he will try to call You on Your Mobile. By booking a Transfer You consent to Us providing Your mobile phone number to Your Driver.

Disputing a Passenger No-Show:

  • You have 24 hours to contact Urban Cabs if you need to dispute a Passenger No-Show.
  • Important Note: If you dispute the No-Show, but evidence shows the driver was at the pickup location within the scheduled time frame (including any complimentary or purchased waiting time), this suggests the driver fulfilled their obligations as per company policy.
  • In case of Missed Connection: If both you and the driver were at the pickup location but somehow missed each other (resulting in a missed transfer), you will receive an 80% refund of the transfer price providing that there is sufficient evidence by both sides. The remaining 20% covers a portion of the driver’s fee, as the company is obligated to compensate them for their time.

Driver No-Show is defined as a Driver not being at the pickup location by the scheduled pickup time. If a driver anticipates a delay of up to 10 minutes, they’ll directly contact the passenger (by call and text/WhatsApp) to inform them as soon as possible, but no later than the scheduled pick-up time. For delays exceeding 10 minutes, the driver will notify the company immediately. The company will then reach out to the passenger and update them on the expected delay.

10. Luggage Allowance Policy

Upon booking your transfer, you are obligated to declare the exact quantity and type of baggage you will be transporting with you. This information is crucial for determining the appropriate vehicle for your needs.

Please note that the choice of vehicle type is crucial for comfortably accommodating all passengers and their luggage. Additionally, the quoted price for your transfer, including the assigned vehicle, is partially determined by the declared baggage quantity.

A single piece of luggage refers to either a medium to large sized backpack or an average suitcase, regardless of whether it’s a carry-on size suitable for airplane cabins or a larger option intended for check-in.

For items beyond standard luggage, like baby strollers, pet carriers, sports equipment, foldable wheelchairs, or musical instruments, please declare them as an additional piece of luggage during booking and add a brief note describing the item. This helps us confirm the most suitable vehicle for your transfer. We may contact you for clarification if needed, and might adjust your booking details to ensure the proper car type is assigned.

When arriving for your transfer, if the number of passengers or luggage exceeds what was declared during booking, the following will apply:

  • If the additional passengers or luggage cannot be safely and legally accommodated:
    • The driver will contact the Company before departure.
    • We (Driver & Company) will assist you in finding alternative transportation.
    • The driver will only transport the number of passengers and luggage originally booked.
  • If the additional passengers and luggage can be safely accommodated within legal regulations:
    • The driver will transport you to your destination as planned, without any additional charges.

Please note that travel luggage of any size is prohibited in the car salon.

11. Passenger Refund Policy

You will receive a full refund 100% for cancellations made 24 hours or more before the scheduled pickup time.

You will not receive a refund for cancellations made within 24 hours of the scheduled pickup time as they are considered last-minute and non-refundable.

If evidence shows that both you and the driver were at the pickup location but failed to meet, and the transfer did not occur, you will be refunded 80% of the transfer price.

12. During The Journey  

For a safe and enjoyable ride for everyone, we have a few house rules:

  • Passenger Safety: We reserve the right to refuse service to anyone under the influence of alcohol or drugs, or whose behavior could endanger themselves or others. This includes actions that could damage the vehicle.
  • Passenger Responsibility: The person who booked the transfer is responsible for the behavior of all passengers. You are also required to comply with all laws affecting your safety:
    • Always wear your seatbelt for safety.
    • Do not try to get on or off the vehicle that is in motion.
    • Do not open the windows and the doors without the Driver’s consent.
    • If you are traveling with your pet, during the transfers your pet must travel in a special carrier.
  • Speed: The maximum speed for all Greek national motorways is 130km/h, unless otherwise posted. Our drivers are professionals with many years of experience. If you find yourself uncomfortable with the legal speed at any time, please notify the driver and he will make sure you arrive at your destination as safe and sound as possible.
  • Please be mindful of the following rules on our service:
    • Smoking is prohibited inside the car.
    • Eating and drinking are not allowed in our vehicles.
  • Vehicle Cleanliness: Eating, drinking, and smoking are not allowed in our vehicles. In case of any unexpected soiling, a cleaning fee of up to €120 may be applied. We encourage our drivers to be fair when assessing such charges.
  • Passenger Capacity: Due to legal regulations, the driver cannot transport more passengers than the designated number allowed by the vehicle.

13. Lost Property

Please note: Urban Cabs is not responsible for lost or damaged baggage or personal belongings during your trip.

To help ensure your belongings arrive safely:

  • Keep an eye on your luggage throughout the journey.
  • Report any lost items to us immediately. We’ll be happy to assist you in completing a lost property form, which may be helpful for insurance claims.

If you’ve left an item in the car, please contact your driver directly as soon as possible. We recommend contacting the driver immediately to increase the chances of retrieving your item. Any costs incurred in returning the item to you will be the responsibility of the customer.

We hold onto any property found in our vehicles for a limited time. Unclaimed items are then turned over to the local police station at the end of the driver’s shift.

While we strive to reunite passengers with lost items, we cannot accept responsibility for property that goes missing after a thorough search of the vehicle proves unsuccessful.

14. Responsibilities And Liabilities

Your insurance starts the moment all passengers enter the vehicle with all doors closed and ends once everyone has exited and moved away from the vehicle. During this time, you’re covered by the vehicle’s motor insurance policy.

While our drivers are happy to help you enter or exit the vehicle, please be aware that this assistance is not covered by public liability insurance (not required for private hire drivers). It’s your responsibility to ensure the driver’s actions don’t put you at risk.

We are not responsible for any damage caused to your personal belongings during loading, unloading, or throughout the journey. It’s your responsibility to ensure your belongings are packed, stored, and transported securely.

You have the right to refuse any assistance from the driver if you feel it poses a risk to yourself or your property.

For security reasons, drivers cannot enter your personal dwelling, even to assist with luggage. They can only unload or load items at your front or back door.

All passengers must ensure they are medically and physically fit to travel. Clients are required to advise the company, in advance, of any physical, medical, or other special needs that require accommodating.