ShuttleHero
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Legal Document

Terms of Service

Booking and service delivery conditions for private transfers and tours organised by ShuttleHero.

Version effective from: 1 May 2026 · Earlier bookings are processed under the terms applicable on the booking date.

Table of Contents

  1. General Provisions and Definitions
  2. Scope of Services
  3. Booking and Confirmation
  4. Price and Payment
  5. Booking Changes and Cancellation
  6. Service Delivery and Liability
  7. Complaints
  8. Personal Data and Privacy
  9. Final Provisions

§ 1. General Provisions and Definitions

  1. Service Provider – ShuttleHero, a company providing private passenger transfer services and tourist tours from Gdańsk Lech Wałęsa Airport (GDN) and the Tri-City area. Contact details: e-mail office@shuttlehero.pl, phone +48 501 377 628.
  2. Client – an individual or legal entity making a service booking via the shuttlehero.pl website, e-mail, phone or WhatsApp.
  3. Service – a private car transfer to/from Gdańsk Airport or a private tourist tour with a driver-guide.
  4. Booking – a service order placed by the Client, containing the date, time, pick-up location, destination, number of passengers and contact details.
  5. These Terms define the principles of service provision by ShuttleHero. Placing a booking constitutes acceptance of these Terms.

§ 2. Scope of Services

  1. ShuttleHero provides private, individual car transfers between Gdańsk Airport and a specified address in Poland (door-to-door).
  2. ShuttleHero organises full-day and half-day private tours around Pomerania and adjacent areas with a driver-guide.
  3. Services are delivered in premium-class passenger vehicles accommodating up to 8 passengers (driver not included in this number).
  4. The airport transfer price includes: Meet & Greet (driver with name board in arrivals hall), flight number monitoring, up to 60 minutes free waiting time after landing, water for passengers, child seat on request.
  5. The private tour price includes: door-to-door transport from hotel/flat in the Tri-City area, entrance tickets to visited sites (unless the offer states otherwise), audio guides in languages available at the site, driver-guide speaking Polish and English.

§ 3. Booking and Confirmation

  1. Bookings can be made via the form on shuttlehero.pl, e-mail, phone or WhatsApp.
  2. The Client is required to provide accurate details: name and surname, pick-up address, destination address, service date and time, number of passengers and current contact number. For airport transfers – also flight number and landing time.
  3. After receiving a request, the Service Provider sends confirmation with a booking number within a maximum of 30 minutes during the hours 8:00–22:00 and within 12 hours outside these hours.
  4. A booking becomes binding upon receipt of confirmation from the Service Provider.
  5. If no confirmation is received within the stated timeframe, the Client should contact us by phone on +48 501 377 628.

§ 4. Price and Payment

  1. Service prices are specified in the price list available on shuttlehero.pl. The price shown in the price list is a fixed price – no night, weekend or holiday surcharges apply.
  2. The standard form of payment is cash to the driver immediately after completion of the transfer or tour. We accept złoty (PLN) and euro (EUR) at the current exchange rate.
  3. At the Client's request, payment in advance by bank transfer to the Service Provider's account or card payment to the driver (after prior notification when booking) is permitted.
  4. A VAT invoice (or personal receipt) is issued at the Client's request submitted no later than on the service delivery date. Invoice details should be provided by e-mail to office@shuttlehero.pl.
  5. Additional options (e.g. child seat, additional stop, return journey) are chargeable according to the price list in force on the booking date.

§ 5. Booking Changes and Cancellation

  1. The Client has the right to free cancellation of a booking up to 24 hours before the scheduled pick-up time. Cancellation should be notified by e-mail or phone.
  2. In case of cancellation less than 24 hours before the scheduled pick-up, the Service Provider has the right to charge a handling fee of 50% of the service price.
  3. In case of the Client's no-show at the agreed place and time, the Service Provider has the right to charge 100% of the service price.
  4. Change of date, time or pick-up location is possible without additional costs if notified at least 12 hours before the scheduled service and the Service Provider has an available vehicle at the new time.
  5. Flight delay does not incur additional charges – the Service Provider monitors flight status and adjusts pick-up time. The first 60 minutes of waiting from the scheduled landing time is free.

§ 6. Service Delivery and Liability

  1. The Service Provider undertakes to deliver services with due care, in technically sound vehicles, insured for third-party liability and accident cover, driven by drivers holding appropriate licences.
  2. The passenger is required to wear seat belts and comply with the driver's reasonable instructions regarding driving safety.
  3. Smoking tobacco (including e-cigarettes), consuming alcohol and transporting animals without prior notification are prohibited in the Service Provider's vehicles.
  4. The Service Provider is not liable for delays resulting from independent causes: weather conditions, traffic jams, road checks, force majeure events.
  5. The Service Provider's liability for non-performance or improper performance of the service is limited to the amount of the purchased service price, unless mandatory legal provisions state otherwise.
  6. Passengers are responsible for their luggage. The Service Provider is responsible for luggage only in case of culpable action or omission by the driver.

§ 7. Complaints

  1. Complaints regarding service delivery can be submitted to e-mail address office@shuttlehero.pl within 30 days from the service delivery date.
  2. The complaint should contain: booking number, service delivery date, description of the situation and expected resolution.
  3. The Service Provider processes complaints within 14 days from receipt and sends a response to the e-mail address provided by the Client.
  4. If a complaint is upheld, the Service Provider proposes compensation appropriate to the circumstances – partial or full refund, voucher for another service or other solution agreed with the Client.

§ 8. Personal Data and Privacy

  1. The data controller of Clients' personal data is ShuttleHero.
  2. Personal data are processed for the purpose of fulfilling the booking, contacting the Client, issuing an invoice and fulfilling legal obligations incumbent on the Service Provider – on the basis of Art. 6(1)(b) and (c) GDPR.
  3. The Client has the right to access their data, rectify them, erase them, restrict processing, transfer them and object to processing.
  4. Personal data are stored for the period necessary to deliver the service and handle any complaints, and for the period required by tax law provisions (5 years from the end of the year in which the tax liability arose).
  5. Detailed information on personal data processing principles is contained in the Privacy Policy.

§ 9. Final Provisions

  1. Matters not regulated by these Terms are governed by Polish law, in particular the Civil Code and the Consumer Rights Act.
  2. All disputes arising from the contract shall be resolved amicably by the parties. In the absence of agreement, the competent court is the common court in accordance with legal provisions.
  3. A Client who is a consumer has the right to use out-of-court methods of considering complaints and pursuing claims, including the ODR platform at ec.europa.eu/consumers/odr.
  4. The Service Provider reserves the right to amend these Terms. Changes do not affect bookings placed before their effective date.
  5. These Terms are effective from 1 May 2026.