TERMS & CONDITIONS

Bookings are only confirmed after TranspoLink has received the required trip details and issued a confirmation by WhatsApp, email, or another written message.

Required booking details may include passenger name, pickup location, drop-off location, pickup time, flight number, number of passengers, luggage quantity, and any special requests.

TranspoLink may request a deposit or full payment in advance to secure the booking. A booking may not be guaranteed until the required payment or deposit is received.

Any request to change the pickup time must be made at least 2 hours before the confirmed pickup time.

Changes requested less than 2 hours before the confirmed pickup time are subject to vehicle and driver availability, and additional charges may apply as follows: Macau single trip — HKD 100; Macau hourly rental or tour — HKD 250; Cross-border service — 50% of the original trip price.

TranspoLink will always try to assist with reasonable changes, but last-minute changes cannot be guaranteed.

For normal pickup services, TranspoLink provides 15 minutes of free waiting time from the confirmed pickup time, except for airport pickup transfers.

If the customer is late and the free waiting time is exceeded, additional waiting charges may apply as follows: Macau single trip — HKD 100 per half hour; Macau hourly rental or tour — HKD 140 per half hour, or the waiting time may be deducted from the confirmed rental/tour time; Cross-border service — HKD 150 per half hour.

Waiting time is calculated based on the confirmed pickup time and the driver's arrival at the confirmed pickup location.

For airport pickup transfers from the airport to the destination, TranspoLink provides 1 hour and 30 minutes of free waiting time starting from the actual flight arrival time.

Customers must provide the correct flight number so TranspoLink can monitor the flight arrival time.

If the passenger does not arrive within the free waiting time, additional waiting charges may apply according to the service type.

For transfers from a pickup location to the airport, the normal pickup time, waiting time, and late arrival charges apply. The passenger is responsible for being ready at the confirmed pickup time.

TranspoLink is not responsible for missed flights caused by passenger lateness, wrong pickup information, traffic, immigration delays, or any situation outside TranspoLink's control.

For all confirmed bookings, cancellation less than 3 hours before the confirmed pickup time will be charged 50% of the original trip price.

This applies to Macau single trips, Macau hourly rental or tour services, and cross-border services.

If the vehicle or driver has already been assigned, dispatched, or is already on the way, additional charges may apply depending on the situation.

No-show bookings may be charged up to the full confirmed trip price.

A booking may be treated as a no-show if the passenger does not arrive, cannot be contacted, gives incorrect pickup information, or fails to board after the free waiting time has expired.

For no-show bookings, TranspoLink may charge the confirmed trip price or any applicable cancellation, waiting, or dispatch charges.

For cross-border services, passengers are responsible for preparing all valid travel documents before departure, including passports, IDs, visas, permits, and any other required entry documents.

TranspoLink is not responsible for denied entry, missing documents, invalid documents, visa problems, immigration issues, or any delay caused by the passenger's travel document situation.

If extra waiting time is caused by passenger-related immigration or border issues, including denied entry, missing documents, invalid documents, visa problems, additional inspection, or other entry problems, extra waiting charges may apply.

If the total waiting time at the border checkpoints exceeds 45 minutes combined across both borders, additional waiting charges may apply.

Cross-border waiting charges are HKD 150 per half hour, unless otherwise agreed in writing.

TranspoLink is not responsible for delays caused by immigration, customs, police checks, border control, traffic, bridge control, weather, government restrictions, or any situation outside TranspoLink's control.

Any extra stop, route change, destination change, or additional waiting time must be approved by TranspoLink.

The confirmed price usually includes tolls, parking, and fuel/gas for the agreed route and service.

Extra charges may apply if the customer requests extra pickup points, extra stops, route changes, destination changes, overtime, additional waiting time, or special requests not included in the original confirmed booking.

For hourly rental or tour services, extra waiting time or delays caused by the passenger may be deducted from the confirmed rental or tour time.

The number of passengers and amount of luggage must be confirmed before booking.

Passengers and luggage must not exceed the legal or safe capacity of the vehicle.

Children and infants are counted as passengers.

If the number of passengers or luggage exceeds the confirmed or safe vehicle capacity, TranspoLink may refuse service, and the booking may still be charged.

Child seats may be requested in advance and are subject to availability.

Passengers are responsible for informing TranspoLink before the booking if a child seat is required.

Smoking and eating are not allowed inside the vehicle.

Drinking alcohol, vomiting, spills, stains, strong odors, or any action that requires special cleaning may result in a cleaning and vehicle downtime charge.

The standard cleaning and downtime charge is HKD 800. Higher charges may apply depending on the condition of the vehicle and the time required to return the vehicle to service.

Any damage caused by passengers will be charged according to the cost of repair, replacement, cleaning, and vehicle downtime.

Damage may include, but is not limited to, broken parts, torn seats, damaged doors, damaged interior, stains, burns, scratches, or damage caused by luggage.

Photos, videos, repair quotations, invoices, or other evidence may be used to assess the damage.

Police or legal action may be involved if necessary.

Passengers must behave respectfully toward the driver, vehicle, and other passengers.

TranspoLink reserves the right to refuse or stop service if passengers are abusive, aggressive, intoxicated, unsafe, threatening, or request anything illegal.

If service is stopped because of passenger behavior, the booking may still be charged.

Smoking, illegal substances, dangerous items, and illegal activity are strictly not allowed inside the vehicle.

TranspoLink will make reasonable efforts to provide the confirmed vehicle type.

If the original vehicle becomes unavailable due to maintenance, accident, delay, traffic, operational issues, or other unexpected circumstances, TranspoLink may provide a similar or upgraded vehicle where possible.

Passengers are responsible for their own personal belongings.

TranspoLink is not responsible for lost, forgotten, or damaged personal items unless caused by proven negligence.

If an item is found in the vehicle, TranspoLink will try to assist with its return. Delivery or return arrangement fees may apply.

TranspoLink is not responsible for delays, cancellations, or service disruption caused by traffic, accidents, road closures, typhoons, severe weather, ferry disruption, flight disruption, immigration delays, government restrictions, police checks, border control, bridge control, or any other situation outside TranspoLink's control.

Additional waiting time or route changes caused by these situations may be subject to extra charges.

All prices and additional charges are in HKD unless otherwise stated.

The confirmed price usually includes tolls, parking, and fuel/gas for the agreed route and service.

Additional charges may apply for overtime, extra pickup points, extra stops, route changes, destination changes, cleaning charges, damage charges, or special requests not included in the confirmed booking.

By confirming a booking with TranspoLink, the customer agrees to this policy.

TranspoLink reserves the right to update this policy at any time. The policy in effect at the time of booking confirmation will apply to the confirmed booking.