| Description | Definition |
|---|---|
| Waiting policy * | The rules that apply between pick-up time and the passenger actual boarding time. |
| Pick-up policy | The rules that apply between transport arrival time and requested pick-up time. |
| Cancellation policy | The rules which apply to cancellations. It can include time to apply, driver status, fees, service class. |
| Complaint handling policy | Policies on complaint acknowledgment and response times. |
| Payment policy | The rules describing the accepted forms of payment and the time when payment itself is authorized and/or executed. |
| Change booking policy | The policy that applies to modification rules. Rules can include pick-up time to apply, driver status, fees, service class. In this context a modification is a change which is not a under the cancellation policy. |
| Meeting point policy | Rules on communication channels used for instructions and on how/where the traveler meets the driver. |
| Luggage policy | The rules on accepted luggage size and number of luggage (combined), and which applicable fees. |
| Privacy policy | Describes how the Transfers company handles protected data. |
| Detour policy | The rules on how the Transfers company handles material changes to the original quoted/booked journey. Namely, which service is affected and if any fees apply. |
| Service guarantee policy | The rules on service delivery fulfillment and compensation. |
| Duty of care policy | Describes if the Transfers company uses registered, licensed and insured vehicles and/or drivers. |
* Waiting policy vs Flight tracking/Pick-up policy
Waiting policy refers to waiting time starting with the pick-up time itself while the Flight tracking will be related to the time between the arrival of the flight/transport and the pick-up itself with the purpose to track a possible delay.