Terms of Service

1. Service Provider

These Terms of Service govern the use of the shuttlehero.pl website and the booking of private airport transfer and premium tour services provided by ShuttleHero.

2. Scope of Services

ShuttleHero provides the following services:

• Private airport transfers — door-to-door transport between Gdańsk Lech Walesa Airport (GDN) and destinations in the Pomerania region and beyond
• Premium day tours — private guided excursions departing from Gdańsk and the Tri-City area
• Custom transport — tailored private transport for groups and business clients

All services are private (not shared). Prices are quoted per vehicle, not per person, unless otherwise stated.

3. Bookings

Bookings may be made via the online booking form on shuttlehero.pl, by email, or by phone. A booking is confirmed once you receive a written confirmation from ShuttleHero.

• You must provide accurate pick-up details, flight number (for airport transfers), and contact information
• ShuttleHero reserves the right to decline a booking if capacity is unavailable or the requested service cannot be fulfilled
• Changes to confirmed bookings must be requested as early as possible by email or phone

4. Pricing and Payment

Prices are quoted in Polish Zloty (PLN) and are fixed for the agreed itinerary. Quoted prices include VAT where applicable.

• Payment may be made in cash (PLN or EUR at the current exchange rate) directly to the driver, or by bank transfer prior to the service
• The quoted price covers the agreed route and number of passengers. Significant detours or waiting time beyond 30 minutes may incur an additional charge agreed in advance
• Child seats are available upon request for an additional fee of 30 PLN

5. Cancellation Policy

Cancellations must be communicated by email to office@shuttlehero.pl or by phone.

• Cancellation more than 24 hours before departure — no charge
• Cancellation 12–24 hours before departure — 50% of the agreed price may be charged
• Cancellation less than 12 hours before departure or no-show — 100% of the agreed price may be charged

In cases of documented force majeure (e.g. flight cancellation by the airline), ShuttleHero will offer a full refund or free rebooking.

6. Flight Monitoring and Waiting Time

For airport arrivals, ShuttleHero monitors the passenger's flight in real time. Standard complimentary waiting time is:

• 60 minutes after the actual landing time for international arrivals
• 45 minutes for domestic arrivals

If the passenger cannot be located within this period, the driver will attempt contact by phone. Waiting time beyond the complimentary period may be charged at the rate agreed at the time of booking.

7. Passenger Obligations

Passengers agree to:

• Be ready at the agreed pick-up point at the confirmed time (for non-airport pickups)
• Provide a valid contact phone number accessible throughout the journey
• Treat the vehicle and driver with respect; abusive behaviour or damage to the vehicle will result in immediate termination of the service without refund
• Not consume alcohol or use prohibited substances in the vehicle
• Inform ShuttleHero of any special requirements (e.g. wheelchair access, extra luggage, pets) at the time of booking

8. Luggage

Standard luggage (one suitcase and one carry-on per passenger) is included at no extra cost. Oversized items, sports equipment, or bicycles must be declared at the time of booking. ShuttleHero is not liable for damage to items not properly secured or declared.

9. Liability

ShuttleHero carries appropriate civil liability insurance for passenger transport. In the event of a delay caused by circumstances beyond our control (traffic, road closures, adverse weather), ShuttleHero will not be liable for consequential losses such as missed flights.

Passengers are advised to allow adequate travel time and to hold appropriate travel insurance.

10. Personal Data

The personal data you provide when making a booking is processed in accordance with our Privacy Policy. Data is used solely to fulfil your booking and to communicate with you in connection with the service.

11. Complaints

Any complaints regarding a service should be submitted to office@shuttlehero.pl within 14 days of the service date. ShuttleHero will respond within 14 business days of receiving the complaint.

12. Changes to These Terms

ShuttleHero reserves the right to update these Terms of Service. Any changes will be published on this page with a revised date. The version in force at the time of booking applies to that booking.

13. Contact

For any questions regarding these Terms of Service, please contact us: