Terms of Service

Your contracting partner is Mozart Chauffeur Service (Mozart Limousines & Security GmbH), a privately owned company established in GAC, V.I.P. Terminal, Niki Lauda Allee 1/Objekt 140, 1300 Flughafen, and registered under number ATU73780045.

Pickup Instructions

Airport Pickups

Our chauffeur would meet and greet the customer(s) at the airport arrival terminal holding a name board sign. If unable to locate the chauffeur, please call Mozart Chauffeur Service Customer Care Team immediately.

Non-Airport Pickups

Our chauffeur would meet the customer(s) at the given pickup address. At cruise ports, bus terminals and other public transportation ports, the chauffeur would wait with a name board sign in the nearest designated customer pickup area. In order to avoid a no-show fee, customers should not leave designated meeting locations without notifying Mozart Chauffeur Service Customer Care Team. If unable to locate the chauffeur, please call us immediately.

Waiting Time

At Airports

Price inclusive waiting time is between 30 and 60 minutes after flight arrival time, depending on the airport where the service is provided. Thereafter, every started hour of additional waiting time will be charged at the rate of hourly service for the assigned vehicle. For more information or exact costs, please contact Mozart Chauffeur Service Customer Care Team.

Other Locations

Price-inclusive waiting time at other locations is 10-15 minutes after booked pickup time. Thereafter, every started hour of additional waiting time will be charged at the rate of hourly service for the assigned vehicle.

At FBOs (Private Jet Terminals)

Due to specific protocols at FBOs, the waiting time terms and the rates are different from the terms and rates valid for commercial airport pickups. For more information or exact costs, please contact Mozart Chauffeur Service Customer Care Team.

Cancellation Policy

For Sedan and Business VAN/SUV Vehicles

If the service is cancelled up to 24 hours prior to the pickup time there is no cancellation fee. If the service is cancelled within less than 24 hours to the pickup time, the cancellation fee is 100% of the agreed amount for the booked service.

For Minibus and Coach Vehicles

If the service is cancelled up to 5 days prior to the pickup time there is no cancellation fee. If the service is cancelled between 5 and 3 days prior to the pickup time, the cancellation fee is 50% of the agreed amount for the booked service. If the service is cancelled within less than 3 days prior to the pickup time, the cancellation fee is 100% of the agreed amount for the booked service.

For All Vehicles

In case of cancellation or rebooking while the chauffeur is already on the way to the pickup location and/or there is less than an hour remaining until the start of the journey the full fare is to be charged. If the distance or number of hours is less than originally booked, the price remains unaffected. Mozart Chauffeur Service is not obliged to comply with any short-term change, amendment or update of the booked service requested by the customer. Mozart Chauffeur Service shall not be responsible and cannot be held liable if, due to shortened availability and including but not limited to possible unexpected adverse weather, traffic conditions, road accidents, chauffeur illness, road-works, strike action or as a result of action taken to comply with the direct instructions given by a police officer, the vehicle sent to pickup venue differs in color and model from the vehicle selected by the customer.

The Amount of Passengers and Luggage

Mozart Chauffeur Service shall not be responsible and cannot be held liable if the number of passengers and/or luggage exceeds the number of passengers and/or luggage originally booked by the customer and confirmed by Mozart Chauffeur Service. Excess luggage will be at the passengers’ own cost and responsibility to reach the service destination. Please note that the chauffeur has the authority to determine the amount of luggage to be transported in each service.

Luggage Policy

Mozart Chauffeur Service is not responsible for lost or damaged items left in the vehicles. Mozart Chauffeur Service reserves the right to charge a delivery fee for returning lost items if found.

Behaviour in the Vehicle

The customer must pay for any damage caused to the interior or exterior of any vehicle by said customer. Any loss of earnings if the vehicle is out of service for the rest of the day will also be billed to the customer. Mozart Chauffeur Service operates a non-smoking policy in all vehicles. If the customer ignores this, the customer is liable to pay not only the cost for the cleaning of the vehicle but also compensate for the loss of business due to the downtime of the vehicle. The consumption of food is discouraged. Alcoholic drinks are only allowed to be consumed in the vehicle with prior consent. Mozart Chauffeur Service reserves the right to refuse the carriage of luggage and/or animals which was/were not agreed to. This also applies to animals which are not contained in a closed and suitable transport box.

Complaints

In case of service quality level breach, the customer must notify Mozart Chauffeur Service Customer Care Team of such occurrence not later than 48 hours from the service completion time. Mozart Chauffeur Service is not obliged to accept any complaint or escalation notice submitted thereafter, due to impeded incident investigation procedure.

Transport Safety

All vehicles are insured in full for the customer or third party claims should an accident or incident occur. The need for safety seats for children should be requested by the customer as an additional comment or in price inquiry form by specifying the number, type of the seat and the age of children to be transported. In larger seating-capacity vehicles (minibuses and coaches) the safety seats are not mandatory due to safety and practical reasons.

Payment

Please note the payment is executed in Euro (€),US dollar ($), or British Pound (£), depending on the countries or regions in which the service is provided. It is also possible to pay for the transportation services by invoice. Bank transfer payments are to be executed at least 7 work days prior to the service date. This option is only available for known and trusted Users of Mozart Chauffeur Service. Mozart Chauffeur Service is not obliged to provide this payment option to the customers at any time.

Additional Service Costs

If the customer amends the originally booked service or number of passengers and/or luggage without notifying Mozart Chauffeur Service Customer Care Team first, Mozart Chauffeur Service shall not be responsible and cannot be held liable for the inconveniences or additional expenses the customer would be exposed to. Per customer’s request, the additional service would be provided but not guaranteed by Mozart Chauffeur Service followed by additional service costs report and payment link not later than 24 hours after the service is completed. If the customer fails to execute the payment via payment link, Mozart Chauffeur Service reserves the right to charge the submitted credit card for additional service costs. The customer agrees, at Mozart Chauffeur Service’s request, to provide reasonable assistance and information in relation to any disputed payment transactions. Mozart Chauffeur Service may also request and use necessary information from the customer in order to dispute the chargeback case. Any modification, cancellation, additional stops or service that is different than originally booked service can and must be arranged and authorized by Mozart Chauffeur Service Customer Care Team only. Any modification, cancellation, additional stops or service that is different than originally booked service cannot be discussed or arranged with the assigned chauffeur. A night surcharge of 20% applies between 21.00 and 07.00.

Additional Information

Mozart Chauffeur Service practices flight tracking in real time to ensure on-time service regardless if the flight is coming in earlier or is delayed. The chauffeur is instantly notified about the flight arrival changes and appropriate adjustments will be made to avoid waiting charges at the airport, which could save huge on customer’s expenses. It is the responsibility of the customer to notify Mozart Chauffeur Service of any changes in the itinerary, changes in flight information, or if the flight is missed. Regarding the connecting flights, our Mozart Chauffeur Service Customer Care Team monitors only the last, incoming flight which brings the customers to the airport where our service begins. Mozart Chauffeur Service may need to change the chauffeur or vehicle at any point of booking, without affecting the quality of service or vehicle class. For more information, please contact our Customer Care Team or read our Terms and Conditions on our website.