FAQ

HELP AND SUPPORT

Find an answer to anything you need in our knowledge base

HELP AND SUPPORT

Find an answer to anything you need in our knowledge base

GENERAL

What is Sweet Transfer?

Sweet transfer is a platform that connects you with local drivers who will transport you door-to-door, from one city to the next.

Will the driver provide child/infant seats?

Drivers will supply appropriate child seats (just let us know during booking).

Can I trust Sweetransfer drivers? Do they speak English?

All our drivers must submit his/her criminal and traffic record. We interview each driver. All cars must be less than ten years old, in excellent operating condition, and insured as required by local law. Drivers must provide us with the registration, insurance and technical inspection record of the car. And because our drivers are locals, they’re familiar with the rules and customs of the road. We believe this provides a safer, more relaxing experience for you.
All of our drivers speak English.

Will my luggage fit?

Every passenger is allowed large bag (29″ x 21″ x 11″ / 74 x 53 x 28 cm) and one small bag (22″ x 14″ x 9″ / 56 x 36 x 23 cm). We always send the vehicle that is the best fit for you and your luggage, so make sure to select the actual amount of luggage you are traveling with when booking. If you have oversized luggage, or are unsure if your luggage will fit, contact us.

Where do I meet my driver? What if I can´t find him?

Our driver will meet you at your selected pickup location. If he is meeting you at airport he should be waiting in a arrival hall.
Our drivers are advised to send you text message if the pickup location might not be clear. You will also be provided with his contact in email and text message so if you cannot find him just call him or our support.

How long will the driver wait for me?

We have a free waiting time of 60 minutes of airports, 30 minutes on train stations and 15 minutes at other pickup locations.
Our driver will never just drive away after this time he will try to call you on your added number. If he is unable to contact your transfer will be regarded as NO-SHOW.

BOOKING

How do I book?

At our company, we make it easy for customers to book their transfers online. All you need to do is follow the easy steps below.

Step 1: Enter Pick-up,Drop-off Addresses and Choose Your Dates. Please try to be as accurate as possible
Step 2: Review Options and Prices
Step 3: Add all of your information. If needed add any Notes for example if you need child seats, bulky luggage, make stops etc.
Step 4: Confirm Your Booking

The easiest way to book a transfer is by our website. You just have to fill in the pick-up and drop-off address and the dates and you will get the possible options for this area with exact prices and all the information you need.

What is the fastest way I can book my transfer?

If you need a super quick pickup just call our costumer support at: +420 602 838 188
We will assign you closest driver to you.

I did not receive any confirmation. Was my booking accepted?

If your transfer is booked 24 hours before pickup you should get an instant confirmation. If it is less than that we usually confirm your transfer in 5-10 minutes.
If you did not receive any email try to check your spam folder or contact our support.

SPECIAL REQUEST

Do you provide Wifi during transfer?

All our cars are able to provide you with a fast connection to their hotspot.
If Wi-Fi is unavailable or you are unable to use the WiFi for any reason, you must be aware that there is no refund available. Free WiFi is offered as a complimentary benefit.
It is always better to write in notes during booking that you will need WiFi connection during your transfer.

Can I travel with my wheelchair?

A wheelchair can be transported free of charge if notified to us in advance when making your reservation.

Can I book a transfer with bulky luggage? (snowboard, bike, boxes, etc.?) What If I need to exceed luggage allowence?

Yes it is possible. All the items have to be in a bag and the bikes have to be foldable.
It is always better to reserve a Van transport for bulky luggage.
Please mention in your notes all your luggage which is needed to be transported so we can assign right car for you.
If you have any further queries about the luggage allowance, please contact our customer service team who will be more than happy to help.

Can I travel with my pet?

Yes, we’re happy to accommodate your animal companion! Please let us know in advance if you will be traveling with pets, so we can ensure there will be enough space for you, your pet, and your luggage in the vehicle. If you don’t inform us in advance, we can’t guarantee that your driver will be able to accommodate you or offer any refund. Pets are not allowed in shared shuttles.

Do you provide pickup during the night/holidays etc.?

Yes we provide pickup 24/7! There might be some additional charges for holidays and it is always better to book in advance for driver availability.

DURING YOUR TRANSFER

Can I make stop on the way to go sightseeing?

Yes it is possible. Short stops along the way (eg. restroom, drink, stretch a legs) that do not exceed 30 minutes are free of charge. If you would like to make any stop or visit any place on the journey please contact us or mention this in the reservation and we will calculate possible extra charges.

Can I eat/drink in the vehicle?

Before consuming any food or beverage you should always ask your driver. We discourage the consumption of food during transfers.
Alcoholic drinks are only allowed to be consumed in the car with prior consent. If a guest is too drunk, the chauffeur may ask him/her to refrain from drinking, and if it is compromising safety, they may stop the ride.
Consumption of other beverages (non-alcoholic) inside the vehicle is at the discretion of the driver.If the vehicle requires cleaning due to spilled food or drinks, there may be an additional charge.

Are the cars smoke free?

We strive to make your trip as comfortable as possible, and the air you breathe in the car is an important part of this. All drivers are required to keep their cars smoke-free, and generally as scent-neutral as possible. Which means no smoke, no dust, and no air fresheners.

AIRPORT

Where do I meet the driver at the airport?

In most cases, the driver will wait for you in the arrivals terminal. The driver will be holding a card with the name of our company. He will also have your number so if there are any inconveniences he will send you a sms.

What happens if I miss my flight or my flight is cancelled?

You must inform us of the next flight departure and its arrival time by the phone or email. If you fail to do so, it will be regarded as a NO-SHOW.

What happens if my flight is delayed or lands earlier?

The driver monitors the flight and wait for you in the arrival hall holding a sign with your name. If your flight is delayed or land earlier there is no extra charge.

CHANGE OR CANCELLATION

How can I change or cancel my booking?

You can cancel your booking up to 24 hrs in your costumer portal. You will find that in your confirmation email by clicking on button “more information”.
For any changes to your booking contact our support.

What is your cancellation policy?

If you cancel your trip up to 24 hours before your departure time, it is free. After that, we will charge 100% cancellation fee.

What if our group size changed?

It is always best to contact our support and notify us about any changes. We will check current car assigned to you and change it if needed. There may be some additional charges if we need to send car from a different category.

I booked a ride with wrong pickup/dropoff location

Is the new location in a 1-2 km distance from your current pickup/dropoff location? Just contact your driver and he will pick you up or drop you off in different location. If the location is further just contact our support and we will sort it out for you.

PAYMENT

How can I pay?

You can pay upfront throught our payment gateway with any card, Apple or Google Pay. On some locations you can also pay with cash or card right in the car to the driver.

Money not refunded after cancellation

We try to refund your payment right when the transfer get cancelled. There might be waiting time up to 2 weeks from our payment provider. If you did not receive your payment after two weeks from cancelling just call our support and we will sort it out.

Invoice/Payment confirmation

You should get your payment confirmation right after your payment was finilized.
We will be sending your invoice right after your transfer is finished. If you need some special information on your Invoice just contact us or write it before reservation into note.
Try to check spam if you did not receive Invoice or Payment confirmation.

My payment failed how can I fix it?

If your payment did not go through, please try again. If you are still having trouble, please contact us.

What´s included in price? Are there any additional fees?

The quoted price is final and there are no additional fees for our services.

When do I get charged for the ride?

Depending on your location there is different options for payment. Most places will have option to pay with cash or card to driver during your transfer. If you are paying with card you have to pay right at the time of booking. There is also posibility to only pay deposit and rest later.