Terms and Conditions – Chauffeur services
1. Where to Meet Your Driver
Transfers from Copenhagen Airport
Your chauffeur will be waiting in the arrivals hall after customs clearance, holding an iPad displaying the name of the lead passenger.
If you have booked a Meet & Greet service, your greeter will meet you at the aircraft gate or at the baggage claim area, depending on the service confirmed.
Transfers from Hotels
Your chauffeur will be waiting in the hotel lobby with an iPad displaying the name of the lead passenger.
If you are unable to locate your chauffeur at the scheduled pickup time, please contact our customer service
immediately at +45 70 70 72 60.
2. Waiting Time and No-Show Policy
Airport Transfers
For arrivals at Copenhagen Airport, 60 minutes of waiting time from the actual flight arrival is included in the transfer price.
If you are delayed collecting your luggage, please contact our customer service at +45 70 70 72 60.
If the chauffeur has not made contact with the passenger(s) within 60 minutes of the flight’s actual arrival, the booking will be considered a no-show, and the chauffeur will leave the airport. The full fare will be charged.
Hotel Pickups / Dinner Transfers / Other Addresses
10 minutes of waiting time are included in the transfer price.
If the chauffeur has not made contact with the passenger within 10 minutes after the scheduled pickup time, the booking will be considered a no-show, and the chauffeur will leave. The full fare will be charged.
Any additional waiting time beyond the included minutes will be billed according to the agreed rates.
In cases where the chauffeur has left after the included waiting time, Copenhagen Concierges does not cover alternative transportation costs.
3. Luggage restrictions
Please ensure that your luggage, including any additional items, fits comfortably in the luggage compartment of the vehicle booked.
For safety reasons, Copenhagen Concierges does not allow trolleys or suitcases inside the passenger cabin.
Luggage Capacity
Business Class Vehicles: Max. 2 medium suitcases (max. 69 × 47 × 30 cm) + 2 cabin-size bags
First Class Vehicles: Max. 2 medium suitcases (max. 69 × 47 × 30 cm) + 2 cabin-size bags
Business Vans: Max. 6 medium suitcases (max. 69 × 47 × 30 cm) + 6 cabin-size bags
If your luggage exceeds the vehicle’s capacity, Copenhagen Concierges can arrange an additional vehicle at the client’s expense
4. Changes and Cancellation Policy
Bookings can be cancelled or rescheduled free of charge up to 24 hours prior to the scheduled pickup time.
Changes to pickup time or location are subject to availability.
For cancellations less than 24 hours before the scheduled pickup time, the full amount will be charged.
For larger events, congresses, and corporate group services, a 72-hour cancellation policy may apply. This will be clearly stated in the email correspondence with our booking team.
5. Customer Service
If you have any questions regarding your booking, please contact our customer service at +45 70 70 72 60 or by email at mail@cph-concierges.dk.
For urgent inquiries outside office hours, please call the phone number listed in your booking confirmation.
6. Lost & Found
Our chauffeurs inspect vehicles after each trip for any forgotten items. If an item is found, it will be stored safely at our office.
If you have left an item behind, please contact customer service at +45 70 70 72 60 or email mail@cph-concierges.dk.
7. Payment Terms
Online Bookings
When booking via our website, your credit card details are required to confirm the reservation.
Copenhagen Concierges will pre-authorize the amount corresponding to the fare once the booking is confirmed.
The amount will be charged after the trip is completed, and a payment receipt will be sent to the email provided during booking.
Bookings via Email or Telephone
All bookings require either credit card authorization or pre-payment by credit card or bank transfer.
If you wish to be invoiced for payment after the service, this must be approved by Copenhagen Concierges prior to booking confirmation.
Standard payment terms are NET 8 days.
8. Liability and Service Limitations
Copenhagen Concierges will make every reasonable effort to ensure timely service. However, the company cannot be held liable for delays, missed flights, or other losses caused by circumstances beyond its control, including but not limited to traffic congestion, road closures, weather conditions, accidents, or acts of nature.
In the unlikely event of a mechanical breakdown, Copenhagen Concierges will make every reasonable effort to provide an alternative vehicle. If this is not possible, liability shall be limited to a refund of the amount paid for the affected service.
9. Damage and Cleaning Fee
The client is responsible for any damage caused to the interior or exterior of the vehicle by the passenger(s) or their belongings.
A minimum cleaning fee of DKK 1,500 will apply for excessive spillage, staining, or soiling of the vehicle interior. Costs for repairs or deep cleaning due to damage will be charged based on actual expenses incurred.
Smoking is strictly prohibited in all vehicles. Any violation will result in an additional cleaning fee of DKK 3,725 / EUR 500.
10. Passenger Conduct
Passengers are expected to behave in a respectful and lawful manner at all times.
Aggressive, abusive, or inappropriate behavior towards chauffeurs will not be tolerated and may result in immediate termination of the service without refund.
Alcohol consumption is permitted only in accordance with Danish law and within reasonable limits. The use of illegal substances in any of our vehicles is strictly prohibited.
11. Child Safety and Seating
In accordance with Danish transport regulations, the use of child seats is not mandatory in licensed taxis and limousines.
However, Copenhagen Concierges offers complimentary child seats upon request when booked in advance. Please inform our team at the time of booking to ensure availability.
The company accepts no liability for injury if a child seat is not requested in advance.
12. Price Adjustments and Surcharges
All fares are quoted in Danish Kroner (DKK) and include VAT unless otherwise stated.
Additional charges may apply for night services, public holidays, tolls, parking, or extended waiting time. These will be clearly communicated prior to or during service.
Copenhagen Concierges reserves the right to adjust rates in line with changes to fuel prices, taxation, or government regulation.
13. Privacy and Data Protection
Copenhagen Concierges processes personal data in accordance with the General Data Protection Regulation (GDPR).
Passenger information is used only for booking management, service execution, and client communication. Data will not be shared with third parties unless required for service delivery or by law.
For more information, please refer to our Privacy Policy.
14. Jurisdiction and Governing Law
These Terms and Conditions are governed by and construed in accordance with Danish law.
Any dispute arising from the provision of services shall be subject to the exclusive jurisdiction of the courts of Copenhagen, Denmark.