Effective September 2026. These terms explain how Ruby Journeys bookings work, including confirmations, payments, changes, cancellations and service-specific conditions.
These General Terms of Service govern the use of Ruby Journeys services and website. They apply together with the service-specific terms below and the terms stated in each quotation and booking confirmation. Where mandatory Italian or European consumer law grants rights that cannot be excluded or limited, those rights prevail.
Ruby Journeys operates from Italy as an independent business with an Italian Partita IVA. The legal and fiscal details applicable to a booking are provided in the relevant quotation, booking documentation or invoice, as required. References to Ruby Journeys in these Terms mean the business providing or coordinating the confirmed service.
An enquiry or request does not create a binding booking. A contract is formed when Ruby Journeys accepts the requested service and issues a booking confirmation or otherwise confirms acceptance in writing. The confirmed quotation, service details, price and any booking-specific conditions form part of the contract.
Prices and payment requirements will be communicated before confirmation. Any applicable taxes, invoicing treatment and payment terms will be handled in accordance with Ruby Journeys' applicable Italian fiscal regime. Additional services, waiting time, itinerary changes, third-party costs or other items outside the confirmed scope may result in additional charges where applicable. Any service not specifically mentioned in these Terms will be quoted on an ad-hoc basis according to the client's requirements and the details of the requested service.
Changes must be requested through Ruby Journeys' official communication channels and are subject to availability. A requested change may require a revised quotation or additional charge. No amendment is binding until confirmed by Ruby Journeys.
Ruby Journeys may coordinate or arrange elements of a service through appropriately selected independent or third-party providers. The identity and role of relevant providers may vary according to the service and destination. Nothing in these Terms excludes responsibility that Ruby Journeys is legally required to retain.
For chauffeur transfer services, cancellations made at least 24 hours before the scheduled start receive a 100% refund; cancellations made less than 24 hours before the scheduled start receive no refund. A cancellation made exactly 24 hours before the scheduled start qualifies for a 100% refund. These contractual conditions remain subject to mandatory rights under applicable law.
Clients must provide complete and accurate information relevant to the service, including passenger details, dates, times, transport information, luggage, accessibility needs and other material requirements. Clients are responsible for passports, visas, travel documents and compliance with immigration, customs, security and other applicable requirements unless a confirmed service expressly provides otherwise.
Ruby Journeys and its service providers may refuse or discontinue a service where reasonably necessary for safety, legality or the protection of passengers, personnel, vehicles or property. Passengers must comply with applicable law and reasonable safety instructions.
Travel may be affected by circumstances outside reasonable control, including severe weather, strikes, airport or station restrictions, traffic disruption, road closures, security measures, government action and similar events. Ruby Journeys will make reasonable efforts to assist and communicate available options, but cannot guarantee that the original arrangements can always be maintained. This clause does not exclude liability or consumer remedies that cannot legally be excluded.
Ruby Journeys will provide its services with reasonable care and skill. To the fullest extent permitted by applicable law, Ruby Journeys is not responsible for losses caused solely by circumstances outside its reasonable control or by inaccurate information, unlawful conduct or material failures attributable to the client or another party. Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including mandatory consumer protections.
Please raise any concern as soon as reasonably possible so Ruby Journeys has an opportunity to investigate and, where appropriate, seek a resolution. Complaints should preferably be submitted in writing. Any requested reporting period is without prejudice to mandatory statutory rights or limitation periods.
Personal data is processed in accordance with the Ruby Journeys Privacy Policy and applicable data-protection law. Where third-party providers require information to perform a confirmed service, relevant information may be shared as permitted by applicable law and as described in the Privacy Policy.
Website content, branding, text, graphics and other materials belonging to Ruby Journeys may not be copied, reproduced or commercially exploited without permission except where permitted by law. External links may be provided for convenience; Ruby Journeys does not control third-party websites or their content.
These Terms are governed by Italian law, subject to any mandatory consumer protections that apply to the client. If a client qualifies as a consumer, nothing in these Terms deprives that client of mandatory protections or jurisdictional rights granted by applicable law.
If any provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. Ruby Journeys may update these website Terms from time to time. The terms applicable to an already confirmed booking remain those forming part of that contract unless a change is agreed or required by law.
As each tailored experience is individually designed around your requirements, the applicable booking terms, inclusions, pricing, cancellation conditions and any other relevant conditions will be provided and agreed at the time of booking. By confirming your booking, you acknowledge and accept the specific terms provided for your tailored experience.
Tarmac cancellation policy: Cancellations made less than 24 hours before the scheduled service are charged at 100% of the confirmed cost, irrespective of whether the cancellation results from the aircraft being allocated to a contact gate/finger rather than a remote stand. No-shows are charged at 100% of the confirmed cost.
Porter cancellation policy: If passengers do not require the confirmed porter service upon arrival at the airport, the service will be charged at 100% of the applicable tariff for that airport.
Porter night surcharge: A 20% surcharge applies where the porter service, or any part of it, is provided between 21:00 and 07:00.
These Terms & Conditions apply specifically to Meet & Greet services arranged by Ruby Journeys. The exact service, price and arrangements applicable to your booking are those stated in your quotation and booking confirmation. By confirming a booking, you acknowledge and accept the applicable terms.
Bookings are subject to availability and formal confirmation by Ruby Journeys. The price is based on the passenger information supplied when the booking is made. Please provide accurate passenger numbers, flight or train details, arrival times, contact information and luggage requirements. For airport Meet & Greet services, quoted prices are for one dedicated staff member per service unless otherwise stated in the quotation or booking confirmation. Security restrictions may affect the level of service that can be provided for specific flights or airports. Any known security restrictions affecting the booked service will be communicated at the time of booking.
The booking price includes the luggage requirements declared at the time of booking. Additional, oversized, unusually shaped or special luggage must be advised in advance and may require additional arrangements or charges. Ruby Journeys cannot guarantee that undisclosed luggage can be accommodated.
Unless otherwise stated in your booking confirmation, Meet & Greet assistance includes up to two hours from the agreed service time. Additional time may be charged at the applicable hourly rate where delays or circumstances outside Ruby Journeys' reasonable control extend the service.
Requests outside the confirmed booking may incur additional charges, including extra waiting time, additional passengers, luggage, special assistance or changes to the agreed arrangements. Where reasonably practicable, Ruby Journeys will advise you of additional costs before they are incurred.
Booking amendments should be requested directly through Ruby Journeys' official contact channels and as early as possible. Changes are subject to availability and may alter the price. Instructions given directly to a greeter or third-party service provider do not change the booking unless Ruby Journeys has confirmed the amendment.
For Meet & Greet services, cancellations made at least 24 hours before the scheduled start receive a 100% refund; cancellations made less than 24 hours before the scheduled start receive no refund. A cancellation made exactly 24 hours before the scheduled start qualifies for a 100% refund. This standard cancellation policy does not apply to Meet & Greet services in Japan or Switzerland, where different cancellation terms apply. The applicable terms for Japan or Switzerland will be advised at the time of request and confirmed before booking. These contractual conditions remain subject to mandatory rights under applicable law.
Where a flight, train or other journey is delayed, cancelled or diverted, Ruby Journeys will make reasonable efforts to adapt the Meet & Greet arrangement where operationally possible. Additional waiting time or revised arrangements may result in additional charges where applicable.
Services may be affected by circumstances beyond reasonable control, including severe weather, airport or station restrictions, strikes, industrial action, security measures, road closures, government measures or other significant disruption. Ruby Journeys will communicate available options as soon as reasonably possible.
Where the standard chauffeur transfer cancellation schedule applies, a booking cancelled within 10 minutes of being placed will not incur a cancellation fee provided that the chauffeur or relevant service provider has not yet been assigned. After the 10-minute grace period, or once a service provider has been assigned, the applicable cancellation policy applies. For Meet & Greet services, any grace period will be the one stated in the quotation or booking confirmation. Mandatory legal rights remain unaffected.
Where the standard chauffeur transfer cancellation schedule applies, refund requests should be submitted in writing no more than 7 days after the scheduled service date. Where a refund is granted, it may take 5 to 10 business days to appear, depending on bank or payment-provider processing times. For Meet & Greet services, booking-specific refund conditions may be stated in the quotation or booking confirmation. These administrative conditions do not restrict mandatory statutory rights or remedies.
If a passenger fails to attend the designated meeting point at the agreed time and remains unavailable throughout the applicable waiting period, the booking may be treated as a no-show and all amounts paid will be non-refundable, except where applicable law requires otherwise. If you cannot locate your greeter or service provider, contact Ruby Journeys promptly using the contact details supplied with the booking.
The meeting point and instructions will be provided with your booking details. Airport and railway-station procedures may occasionally require the meeting location to change. Ruby Journeys will make reasonable efforts to communicate any revised arrangements.
Pets or animals must be declared when booking. Acceptance is subject to the service, location and operational requirements. Additional charges or conditions may apply.
Unless specifically included in your booking price, passengers remain responsible for applicable airport, railway, immigration, visa, customs, security or other third-party charges associated with their journey.
Passengers are responsible for their personal belongings during the Meet & Greet service. Ruby Journeys and its representatives cannot accept responsibility for items that are lost, forgotten or left unattended, except where liability cannot legally be excluded or limited.
All Meet & Greet services are subject to availability. An enquiry or request does not constitute a confirmed booking until Ruby Journeys has formally accepted it and issued confirmation.
Ruby Journeys may work with trusted local representatives or third-party service providers to deliver elements of a Meet & Greet service. Ruby Journeys will coordinate the service in accordance with the confirmed booking, subject to applicable law.
If you are dissatisfied with any part of your service, please contact Ruby Journeys as soon as possible so we can investigate and seek an appropriate resolution. Where possible, complaints should be submitted in writing within seven days of the scheduled service. This does not limit mandatory legal rights.
These Terms & Conditions operate alongside applicable Italian and European consumer protection legislation. Nothing in these Terms & Conditions excludes or limits any right or remedy that cannot legally be excluded or limited.
By submitting and confirming a booking, you acknowledge that you have had the opportunity to review the applicable terms and agree to comply with these Meet & Greet Booking Terms & Conditions together with the specific terms contained in your booking confirmation.