Clear rules for bookings, cancellations, airport waiting time, no-shows, luggage and vehicle care.
Last updated: 12 August 2026. These terms apply to Lisbon Direct private transfers, airport transfers, chauffeur services, tours and event transport, operated by Miss Services, Lda., RNAVT 13469.
Cancel 72 hours or more before pickup for a full refund.
75 minutes included after actual flight arrival. Flight delays do not count as customer delay.
20 minutes included after your chosen pickup time. We do not adjust pickup based on flight status.
€35 per hour, billed in 15-minute blocks.
Lisbon Direct is operated by Miss Services, Lda., RNAVT 13469. Registered address: Rua Hermano Neves, 18, Piso 3, Escritório 7, 1600-477 Lisboa, Portugal. This address is for administrative correspondence only. No customer visits. Service area: Portugal nationwide. Selected routes to Spain available by quote. Customer support: English and Portuguese.
Lisbon Direct provides private transfers, airport transfers, chauffeur services, private tours, group transport and event transfers in Lisbon and across Portugal. Route, pickup time, vehicle type, passenger count, luggage details and price are confirmed in writing before each booking.
A booking is confirmed only when Lisbon Direct confirms it by email, WhatsApp or another written channel. The customer must provide correct pickup and drop-off details, date, time, flight number when relevant, passenger count, luggage details, child-seat needs and a reachable phone number.
Prices are quoted per vehicle unless stated otherwise. The written quote confirms what is included. Extra waiting time, extra stops, route changes, parking not included in the quote, unusual luggage, damage or cleaning may create extra charges. Payment terms are confirmed before travel.
Cancellations made 72 hours or more before the confirmed pickup time receive a full refund. Cancellations made less than 72 hours before pickup are non-refundable, unless Lisbon Direct confirms a different condition in writing. No-shows are non-refundable. Refunds are returned to the original payment method. Bank or payment processor timing is outside Lisbon Direct control.
Change requests depend on driver and vehicle availability. Lisbon Direct will confirm any new time, route, vehicle or price in writing before the changed service is accepted. A change requested less than 72 hours before pickup may be treated as a cancellation if we cannot provide the changed service.
When flight tracking is included, the customer must provide a valid flight number. Lisbon Direct tracks the flight and adjusts pickup to the actual flight arrival time. Flight delays do not count as customer delay. Airport pickups with flight tracking include 75 minutes of waiting time after the actual flight arrival. After 75 minutes, extra waiting time is charged at €35 per hour, billed in 15-minute blocks. During waiting time, Lisbon Direct will try to contact the customer by WhatsApp or phone. If the customer does not respond after the included waiting period, the booking is treated as a no-show and is non-refundable.
When flight tracking is not included, the customer chooses a specific pickup time. Lisbon Direct does not monitor the flight and does not adjust pickup based on flight status. Airport pickups without flight tracking include 20 minutes of waiting time after the confirmed pickup time. After 20 minutes, extra waiting time is charged at €35 per hour, billed in 15-minute blocks. Extra waiting is only guaranteed when the customer is in contact with Lisbon Direct and driver availability allows it. If the customer does not contact or respond after the included waiting period, the booking is treated as a no-show and is non-refundable.
Extra waiting time is charged in 15-minute blocks at €35 per hour:
A no-show means the customer is not present at the confirmed pickup point, cannot be reached, or does not respond within the included waiting time. No-shows are non-refundable. If the customer later requests a new pickup, it is treated as a new service and may require a new payment.
The customer must provide accurate luggage details before travel. Lisbon Direct assigns vehicles based on passengers and luggage. Oversized luggage, bike boxes, sports equipment, strollers or unusually large items must be declared before confirmation. Child seats, baby seats and boosters are available on request when requested in advance and when the chosen vehicle has enough passenger seats.
Passengers must wear seat belts, follow driver safety instructions and respect the vehicle. Lisbon Direct may refuse or stop service if passenger behaviour creates a safety risk, breaks the law, threatens the driver, damages the vehicle or seriously affects the service.
Normal vehicle use is included. Extra cleaning or repair costs may be charged if passengers cause excessive dirt, spills, vomit, smoke smell, food mess, damage or other conditions beyond normal use. Lisbon Direct may charge the documented cleaning, repair or replacement cost.
Lisbon Direct plans routes carefully, but is not responsible for delays caused by traffic, accidents, weather, road closures, police restrictions, strikes, border controls, incorrect customer information or other events outside reasonable control. Exact arrival times cannot be guaranteed in all circumstances.
Tours, chauffeur services, hourly hire, wedding transport, conference transport and event transfers may have specific timing, route, waiting, luggage or cancellation rules. Any specific written condition in the booking confirmation takes priority over these general terms.
For questions about these terms, contact Lisbon Direct at [email protected].
Lisbon Direct is operated by Miss Services, Lda., RNAVT 13469.
