GENERAL TERMS AND CONDITIONS
PLEASE READ IT CAREFULLY
Dear user, before starting to browse the website and before registering, we invite you to carefully read these terms and conditions that govern the use of the services offered through the site.
Accessing, browsing, and using the site implies the express acceptance of the contractual terms and conditions set forth in these general conditions, as well as the resulting obligation for each user to comply with them.
1. Definition of the service
1.1 LimoLane, with tax code/VAT number 05939340963, and headquarters in Cornaredo (MI), Via per Monzoro, 41/43, is engaged in the development, production, and commercialization of a high-tech digital platform for the provision of mobility services in general for companies, public entities, and private individuals. In particular, it offers the possibility to book chauffeur-driven rental services, which belongs to the category of non-scheduled public services and directly provides collective or individual transport of people, with a complementary and integrative function compared to public scheduled services. LimoLane also offers the possibility to book other private mobility services such as, for example, buses, shuttles, and taxiboats within the so-called “Mobility as a Service”. In addition to these mobility services, LimoLane also offers ancillary services such as, for example, hostesses, on-site dispatchers, meet & greet, and event organizational secretaries.
1.2 These services are provided at the request of users, who may be natural persons (“Private Clients”) or collaborators and/or employees of companies or accommodation structures (“Business Clients”) (collectively, “Client” or “Clients”), on an occasional or periodic basis,
1.3 The chauffeur service involves the provision of a vehicle for passenger transport, driven exclusively by a driver registered in the professional category role at the relevant Chambers of Commerce, in possession of specific requirements and valid documents that enable them to exercise public service.
2. Type of services
2.1 The chauffeur services offered by Limolane are those listed in the “SERVICES” section of the site and, in any case, are divided into the following types:
a) Hourly disposition: consists of transporting the client to the destination and remaining at their disposal; rates are based on the time the vehicle remains available and the length of the route;
b) Transfers: consist of transporting the client to the destination without any intermediate stops; once the destination is reached, the driver leaves the client and is not available to them. These services include, for example, transfers to and from airports and other places of interest
c) Private Shuttle: characterized by the consistency of schedule and route, and the repetition of the service over time. Once agreed upon with the client, the type of vehicle remains the same except for exceptional situations.
d) Special Services: consist of satisfying the client’s demand for special national or international services, with a possible request for particular means of transport (management of transportation for events, conferences and exhibitions, high-level representation and security services, tourist visits and excursions, night service for receptions, theater, clubs, etc.). As an example, LimoLane offers Design Tours that combine hourly availability service with a possible itinerary that covers the main points of interest, a tour for the client.
3. External collaborators
3.1 LimoLane collaborates with other chauffeur companies, which undertake to operate with the same standards of quality and efficiency, and may make use of them for the provision of services if deemed appropriate.
3.2 The companies that collaborate with LimoLane are solely and directly responsible for the services entrusted to them.
3.3 LimoLane shall ensure that all vendors and sub-contractors have proper and sufficient insurance coverage with a reputable insurer to perform any duties in relation to this contract, and LimoLane represents, warrants and undertakes to its customers that any subcontractors appointed shall fulfil the relevant services to the highest professional standards and at all times in observance of all applicable laws, regulations and safety protocols.
4. Booking services
4.1 Booking requests can be made by clients:
a) Using the website www.limolane.com, accessing the client area through a personal account that will be enabled after registration;
b) Through the LimoLane App, available for free download from the App Store and Google Play, accessing the client area through a personal account that will be enabled after registration.
c) By email ([email protected]), providing all the necessary information for the service booking as reported in point 4.7;
d) By telephone to the booking center (+39 02 00614834), which must necessarily be followed by a request by email. The telephone booking is confirmed by a communication containing the customer’s data and the description of the booked service, which is sent to the email address provided by the customer and visible through the App or web portal.
e) The booking confirmation that will be sent must be kept and, upon request, presented to the driver.
f) The service will be provided in the manner, times, and places indicated in the service confirmation document, which the customer recognizes as full proof between the parties regarding the execution of the service itself, according to what has been agreed.
g) The client is required to verify the correctness of the information contained therein and to promptly report any differences compared to what was requested.
h) Vehicle availability is guaranteed if the booking request is automatically and digitally confirmed by email for bookings made on the web platform and LimoLane App. For bookings sent by email and telephone, availability is guaranteed upon receipt of the service confirmation by email. The availability guarantee may not be assured in the case of: events, exhibitions, international congresses, large private and institutional events, mandated holidays, natural events, and force majeure. LimoLane undertakes to inform the customer promptly if the booking is unsuccessful.
4.2 At the time of booking, the client is required to communicate:
a) The departure and destination address, including street/square/avenue and house number;
b) The departure time of the service;
c) The total number of passengers;
d) The requested vehicle type;
e) The presence of luggage and its dimensions;
f) The presence of minors who require car seats or other safety systems provided by the Highway Code;
g) The presence of animals;
h) The presence of passengers with special assistance requests. For example, the need for wheelchair transport;
i) In the case of departures from places of interest such as airports or train stations, the flight or train number.
5. Online service reservation
5.1 To use the services offered on the Website and, in particular, to transmit orders and reservations, it is necessary to register.
5.2 The information contained in the pages describing the services offered is purely informative and does not constitute a contractual proposal or an offer to the public of the described services.
5.3 No information contained on this site may be considered as a contractual offer or an invitation to contract, with the exception of pages that describe specific services for which a contractual offer is expressly and unequivocally made.
6.1 Rates are subject to continuous changes depending on the time, day of the week, time remaining until the service is requested and availability of vehicles. In case of agreement or framework agreement, rates will be fixed and not subject to variations except as previously agreed.
6.2 For direct extra-urban transfers (without stops), the rate is calculated on a per-kilometer basis for both the outbound and return journey
6.3 Rates include: fuel and tolls on Italian highways; additional expenses (ZTL, tolls on foreign highways, ferries, etc.) will be charged at the end of the ride.
6.4 Pick-up services from/to airports have dedicated rates.
6.5 Unless otherwise indicated, for services starting at the airport, and only if the correct flight code is communicated, the rate includes 45 minutes free of charge from the landing time of the flight, while for all other services, the rate includes 15 minutes of free waiting time.
6.6 Waiting time after that specified in point 6.5 will be charged on an hourly basis.
6.7 For any service lasting eight hours or more, the driver’s meal reimbursement is due as per the rate card. At the twelfth hour from the start of the service, the second driver’s meal is provided at the same price.
6.8 In case of services that involve the overnight stay of the driver, reimbursement of hotel expenses will be communicated to the Customer at the time of booking.
6.9 For services provided on public holidays and/or at night (22:00 – 07:00), a 20% supplement on the regular rate is applied, while for services provided on Christmas, New Year and Easter, a 50% supplement is applied.
6.10 The fee for services booked and not used due to the Customer’s fault is non-refundable.
7. Payment methods
7.1 Payment for services must be made at the end of the service using the following methods:
7.1.1 The Customer can pay for services using a credit card directly on the LimoLane platform or on the App.
7.1.2 The Business Customer can also pay for services by bank transfer, after LimoLane has issued an invoice to the company or reference accommodation facility.
7.1.3 In alternative to the payment methods referred to in the preceding paragraphs, the passenger (Private Customer or collaborator/employee/guest of the Business Customer) can make payment for the service directly to the chauffeur driver. In the latter case, LimoLane will not be responsible for the payment made by the passenger directly to the driver and the related tax document.
7.2 The total cost of the service will be invoiced to the Customer using the data provided at the time of booking.
7.3 The Customer undertakes not to provide false information about their personal data (or the information of their company) and address.
7.4 Invoices will be sent through an electronic interchange system and will include a detailed description of the service rendered and any extras. A courtesy copy will be sent to the booker.
8. Changes requests on services
8.1 Changes to confirmed bookings can be requested, subject to availability and may result in a change in price.
8.2 All changes will only be accepted if confirmed in writing along with any new tariff.
8.3 If the requested change cannot be made, the service will be confirmed as originally booked.
8.4 Any extension of the rental period and/or request for additional services beyond those booked will be subject to the availability of the driver, and no responsibility is taken for agreements made directly with the driver.
9. Vehicle requirements
9.1 LimoLane is committed to offering a high-quality service by using safe and comfortable vehicles, as well as professional drivers.
9.2 The company also commits to using recently registered vehicles that are covered by insurance and comply with the current driving permits in Italy and the European Economic Community.
9.3 The transport of passengers is entirely covered by the insurance policy taken out by the chauffeur that performs the service with third parties.
10. Luggage transport
10.1 Each passenger can carry a maximum of two items of luggage (1 checked baggage of standard size and 1 carry-on baggage).
10.2 Any excess baggage (e.g., sports equipment such as skis and related gear) must be declared at the time of booking to ensure that the rented vehicle is properly equipped for such transport.
10.3 The driver may refuse to load bulky items that were not declared, excess luggage or items that are not suitable for transport (e.g., broken, dirty, wet luggage, etc.) if they believe they could compromise the safety conditions of the trip.
10.4 The transport of luggage inside the passenger compartment is not allowed, as per the Highway Code.
10.5 Passengers’ belongings are transported under the exclusive responsibility of the passenger who declares ownership at the time of boarding.
10.6 Responsibility for theft, damage, or loss of luggage cannot be contested by either the company or the driver.
11. Customer behaviour during the service
11.1 Users of the chauffeur service are prohibited from:
a) Smoking inside the vehicle;
b) throwing objects from the vehicles, whether stationary or in motion;
c) defacing, soiling, or damaging the vehicle;
d) eating and/or drinking alcohol;
e) demanding the transport of pets without taking all useful measures, in agreement with the lessor, to avoid damaging or soiling the vehicle;
f) demanding transport in violation of the safety and behavior regulations provided by the current Highway Code.
12. Cancellation terms
12.1 The customer can cancel the reservation via email ([email protected]) or through the customer area of the website www.limolane.com or the LimoLane App, within the following timeframes, unless otherwise agreed.
12.2 The following penalties apply for cancellation of car and van services provided within Italy:
a) No penalty is applied up to 4 hours prior to the service departure time;
b) A penalty of 50% of the total amount is applied up to 2 hours prior to the service departure time;
c) If the cancellation is made within 2 hours, the full amount due for the service must be paid.
12.3 In the event of a cancelled flight/train or a delay of more than 30 minutes from the scheduled departure time, the customer must notify the booking number to ensure the presence of a representative upon arrival.
12.4 If the customer does not notify of the flight/train delay or cancellation, they lose the right to the service and must still pay a penalty equal to 50% of the total amount due.
12.5 In all other cases, if the customer does not show up within one hour from the start of the service without notifying of any delays or cancellations (so-called “No Show”), they lose the right to the service and must in any case pay the full amount due plus any waiting charges.
12.6 For BUS services, arrangements, tours, and special services, cancellation timeframes are extended and will be communicated at the time of booking; otherwise, the following conditions apply
a) No penalty is applied up to 24 hours prior to the service departure time;
b) A penalty of 50% of the total amount is applied up to 2 hours prior to the service departure time;
c) If the cancellation is made within 2 hours, the full amount due for the service must be paid
12.7 For Events, the cancellation conditions shall apply
a) up to 31 days before the departure of the service, no penalty shall be charged.
b) up to 21 days before the departure of the service, a penalty of 50% of the total amount shall be charged;
c) if the cancellation is made within 20 days, the amount due for the service shall be paid in full (or a penalty of 80% of the total amount shall be charged).
12.8 For services and bookings related to special events or occasions, cancellation terms and conditions will be agreed upon by the parties via email or specific contract.
13. Liability and limitation of liability
13.1 LimoLane uses means and external collaborators. Each collaborator is certified by LimoLane and authorized to provide Chauffeur-driven rental services. LimoLane undertakes to make every reasonable effort to ensure the timely arrival of vehicles at the departure and destination appointments, and will not be liable for delays due to force majeure events.
13.2 Costs, losses or other damages caused to the customer and attributable to LimoLane, except in case of willful misconduct or gross negligence, will be reimbursed only up to the value of the requested service.
13.3 If LimoLane is unable to transport the customer, with the means of external collaborators, to the booked and paid destination, it will arrange the transfer with external means (TAXI, rental car) and subsequently reimburse the customer for the cost of such transport upon presentation of a receipt/invoice; the refund cannot exceed the agreed tariffs for the same route.
14.1 The company is insured to cover the risks arising from transport, for which it is responsible under the law and as provided for in this contract.
14.2 The company shall not be liable for damages to persons or property whose value may exceed the maximum limit of the policy.
14.3 However, the company shall not be liable for the loss and/or damage of goods transported by the client resulting from fortuitous events, force majeure, the nature and/or defects of the goods themselves, the acts of the client or when the prejudice arises from inaccurate or reticent information provided by the client or from the characteristics of the goods themselves.
14.4 In any case, the client shall indemnify and hold harmless the company from any claims that its insurance companies, for any reason and/or title, may make against the company in the future.
15.1 Any claim related to the services provided by the company must be made in writing and sent to LimoLane by registered mail with return receipt or pec within 8 days from the end of the rental service, under penalty of forfeiture. In any case, no claim regarding the quality of the services rendered may be asserted, even in court, if the payment for the services to which the claim refers has not been duly made.
16. Lost property procedure, return, storage, and disposal processes
16.1 Passenger emails or calls Limolane to register that they have lost an item, and we will return the item within 72 hours by courier.
16.2 When a driver finds an item of lost property they will first attempt to contact the client and immediately return it to them. If they cannot return it to the client they will bring it to the Limolane office and it will be stored in a secured area, we will verify we have received the item from the driver by a signature on our lost and found inventory sheet.
16.3 We will keep non-perishable items for 12 months before donating these to a charitable cause. If the item is perishable, it will be disposed of at the sell by date.
17.1 If any provision of this contract is found to be invalid or ineffective, in whole or in part, it shall be considered as not being part of this contract, which shall remain valid and enforceable for the remaining provisions.
18. Legislation and competent court
18.1 The rental relationship under this contract is governed by Italian law.
18.2 In the event of any conflict between the Italian language version and any translated versions of this contract, the Italian language version shall prevail.
18.3 For all disputes regarding the interpretation, validity or execution of the contract or individual clauses, the exclusive jurisdiction shall be that of the Milan Court.
19.1 LimoLane undertakes to treat personal data in compliance with the provisions in force on the protection of personal data, adopting the necessary measures to ensure compliance with the GDPR and all laws and regulations of the European Union and the European Economic Area for the security of personal data..
19.3 In addition to what is provided in paragraph 18.2, when purchasing services by a Business Customer, LimoLane and the Business Customer act as independent Data Controllers for the personal data of users who use the LimoLane Service as employees, collaborators or guests of the Business Customer. For the processing of personal data carried out by the Business Customer, reference should be made to the privacy policies provided by the company to its collaborators and/or employees or by the accommodation facility to its guests.
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Pursuant to articles 1341 and 1342 of the Italian Civil Code, the parties, after reading each clause and re-reading the contract, declare to expressly approve the following clauses: 4) Reservation of the service; 6) Rates; 8) Changes to the service; 10) Transport of luggage; 12) Terms for cancellation; 13) Liability and limitation of damages; 14) Insurance; 15) Complaints; 16) Interpretation; 17) Legislation and competent court.