Terms and Conditions – GoTransfer

Last update: 10/09/2026

1. Definitions

For the purposes of these Terms and Conditions:

“User”: the adult individual who uses the GoTransfer Platform to book and pay for a Ride.

“Driver”: the individual or legal entity who, after registering and meeting applicable legal requirements, uses the GoTransfer Platform to offer transport services and accept Rides.

“Credits”: the system of virtual units drivers use to accept Rides through the Platform. Credits are non-refundable and do not expire.

“Ride”: the transport service booked by a User and accepted by a Driver through the Platform.

“Platform”: the website, mobile app, and any other digital service the Company offers under the “GoTransfer” brand.

“Company” or “Operator”: Synchronic Lab di Fabio Di Lauro, headquartered at Corso San Gottardo 54/A - Chiasso (CH), owner and operator of the GoTransfer Platform.

2. Nature of the service

GoTransfer is an intermediation service that connects Users and Drivers.

GoTransfer does not directly provide transport services and assumes no responsibility for performing the Rides.

There is no employment, agency, or partnership relationship between GoTransfer and the Drivers, who operate as independent parties.

The platform acts as an intermediary and collection agent for NCC drivers, who remain the sole providers of the transport service.

The transport contract is concluded exclusively between the User and the Driver when the user accepts the driver's proposal.

GoTransfer merely transmits the necessary information and, when applicable, collects payments on behalf of the Driver, without guaranteeing performance of the transport service in any way.

This Agreement comes into force and binds the User from their first use of the Platform.

3. Registration and minimum requirements

Only adult Users (18+) may use the Platform.

To register as a Driver you must meet all legal requirements in Italy for passenger transport.

GoTransfer may verify documents, licences, and insurance, but ultimate responsibility remains solely with the Driver.

4. Ride insurance and liability

Drivers are responsible for ensuring they have valid insurance coverage for passenger transport.

GoTransfer does not provide insurance or cover damage to people or property.

Any accidents, damage, theft, or improper conduct during the Ride are the sole responsibility of Drivers and Users.

Any disputes between Users and Drivers must be resolved directly between the parties, without involving GoTransfer.

Drivers declare that they comply with all applicable local regulations, hold valid licences and permits, and maintain the mandatory insurance coverage needed to provide the service.

GoTransfer is not liable for Drivers' actions or omissions nor for any damage, loss, or injury arising from the transport service, which remains entirely the Driver's responsibility.

5. Bookings, payments, and fees

Rides are booked through the Platform and paid in advance by the User.

GoTransfer applies a commission set at 0% of the ride amount, calculated and withheld in Credits.

Any changes to the commission percentage will be communicated to registered Users.

Fees are withheld in Credits, provided the Driver has purchased them and they are available.

Prices are shown in the currency specified on the site.

We reserve the right to increase Drivers' offers by an amount needed to cover transaction management fees.

Drivers are responsible for their personal tax obligations.

Any additional costs not included in the User's request (e.g. extra waiting time, additional mileage, or special services) must be agreed upon and handled directly between the User and the Driver.

If the customer (User) disputes the payment, payment of the fee to the Driver will be postponed until the dispute is decided and is conditional on the outcome of that dispute. Therefore, if the dispute is lost and the service is not paid for or is paid for only partially, the Driver will also receive payment in proportion to the amount actually received by GoTransfer for the service.

Future rides that are eligible for changes can be updated by the User from the dedicated page. Changes that increase the price require payment of the difference, while changes that reduce it do not result in a refund or a reduction of the original price. If a Driver is already assigned, the changes require the Driver’s approval; if declined, the ride is made available for assignment again and, if it is not reassigned, the terms and refund conditions recorded when the change was requested will apply.

If, after the Driver rejects the change, the Ride expires without being reassigned, the cancellation terms and conditions recorded when the change was requested apply both to the amount paid for the Ride and to any additional amount paid for the change.

When the User requests a round trip, the outbound and return legs are handled as separate Rides for payment and confirmation purposes. If a Driver is assigned, the User will receive separate confirmations for the outbound leg and the return leg; GoTransfer does not guarantee that the assigned Driver will be the same for both legs. Any cancellations and no-show reports or cases will also be assessed and handled separately for each leg.

5-bis. Buy-now, immediate payment and Driver acceptance

The buy-now option allows the User to accept a price offer made by GoTransfer, which seeks an available Driver to accept it.

The offer accepted by the User is binding and the Ride is confirmed only when a Driver accepts the request.

GoTransfer does not guarantee that a buy-now request will be accepted by a Driver; if it is not accepted, the amount paid is refunded under the applicable rules.

By accepting the offer, the User authorizes GoTransfer, as collection agent for the Driver, to charge the amount immediately and manage any refunds in the applicable expiry or cancellation cases.

If the request expires or is cancelled by the User, the applicable refund rules apply.

5-ter. Hourly trips (at disposal)

Hourly trips, also known as “at-disposal services”, include 20 km for each booked hour. Any excess mileage or additional requests will incur additional charges, to be agreed upon and handled directly between the User and the Driver.

6. Payments and transaction security

Payments on the Platform are handled through the Stripe gateway, which ensures transaction security according to PCI-DSS international standards.

GoTransfer does not store or access sensitive payment data (for example credit card numbers or bank details).

All payment data is processed exclusively by Stripe.

Currency conversions between the User’s currency and the Driver’s requested currency are handled solely by the payment provider (e.g. Stripe); GoTransfer has no control over the applied rates nor any responsibility for the resulting amounts.

7. Purchase and management of Credits (for Drivers)

Drivers use Credits to accept Rides.

Credits can be purchased through preset bundles that offer increasing discounts based on quantity.

Credits are non-refundable and do not expire.

8. Cancellation policies

The following scenarios apply to cancellations requested by the User and, in the cases expressly provided for in section 5, also to modified Rides that expire after the Driver rejects the change.

When payment has already been captured, 5% of the total paid is always retained for payment fees and is non-refundable. The maximum refund is therefore 95% of the total. This deduction is added to any amounts retained based on the time remaining before pickup.

The same policy applies when the cancellation is carried out by the administration or an operator on behalf of the customer.

The time windows and refund percentages for the User also apply if no Driver has been assigned at the time of cancellation.

Up to 24 hours before pickup:

User: if payment has already been captured, 95% of the total is refunded; the remaining 5% is retained for payment fees.

Driver: no compensation due.

Between 24 and 12 hours before pickup:

User: 5% of the total is deducted for payment fees from the 50% refund provided by the policy; the net refund is therefore 45% of the total.

Driver: no compensation due.

Between 6 and 12 hours before pickup:

User: 5% of the total is deducted for payment fees from the 25% refund provided by the policy; the net refund is therefore 20% of the total.

Driver: 25% of the Ride value.

Up to 6 hours before pickup:

User: no refund.

Driver: 50% of the Ride value.

Driver cancellation after assignment:

When a Driver withdraws from an assigned ride, they earn no compensation. The penalty is applied immediately upon withdrawal, including when the withdrawal is arranged by the administration, regardless of any subsequent expiry, cancellation or reassignment of the ride.

In the event of cancellation or no-show by the Driver, the penalty may be up to the price of the ride paid by the User.

No-show (failure to arrive at the meeting point):

For the purposes of these Conditions, the Driver is required to wait for the User or passenger at the pickup point for the minimum time applicable to the type of departure location:

• ports and airports: 60 minutes;
• railway stations: 30 minutes;
• other locations: 15 minutes;
• last-minute bookings made less than 30 minutes before departure: 5 minutes.

Once the applicable waiting time has elapsed without the User or passenger appearing at the pickup point, the Ride is considered a no-show by the User. In such cases no full or partial refund of the amount paid is due, without prejudice to any mandatory rights provided by applicable law and to the outcome of checks on the available evidence.

Refund is also excluded when the User arrives with special or prohibited goods without prior agreement.

Every no-show must be approved by GoTransfer based on the evidence provided and the automatic checks performed on the Platform.

User reports:

• If the User reports the Driver's no-show and it is accepted: the User receives a 100% refund of the amount paid; the Driver receives no refund and is penalized by 20% of the offer.
• If the User reports the Driver's no-show and it is rejected: the User receives no refund, while the Driver receives 80% of the offer submitted and accepted by the user.

Driver reports:

• If the Driver reports the User's no-show and it is accepted: the User receives no refund and the Driver receives 80% of the value of the offer accepted by the user.
• If the Driver reports the User's no-show and it is rejected: the Driver receives no compensation for the ride.

Whether a no-show is accepted or rejected depends, among other factors, on accurately detecting the User's and Driver's position as well as the date and time of that detection.

If the User and/or Driver do not authorize location detection, the no-show report is automatically rejected.

A mismatch between the detected location, date, and time and the planned pickup is also grounds for rejection. Borderline cases are assessed by GoTransfer on a case-by-case basis.

Driver arrival times:

The Driver must arrive at the pickup point at least 10 minutes before the scheduled time.

If the Driver arrives more than 10 minutes late, the User is entitled to a full refund of the amount paid and the Driver receives no compensation for the Ride.

If the Driver no-shows, a penalty equal to 20% of the User's accepted offer is applied.

For a no-show refund (full or partial) to be requested and granted, both the User and the Driver must be at the exact pickup location at the scheduled time, verified automatically by GoTransfer systems.

Refund crediting times depend on banks and the payment platforms used, typically 5 to 10 business days.

9. Code of conduct

Users declare and warrant the truthfulness and completeness of the information provided on the Platform, diligently safeguard their login credentials, and undertake not to use the services for unlawful purposes nor engage in scraping, data mining, reverse engineering, or any conduct that interferes with the proper functioning of the Platform.

The User is also responsible for carrying any travel documents and permits required (such as passports, visas, or specific authorizations) for the booked Ride.

Users and Drivers must behave respectfully, avoiding:

• offensive language,
• discrimination,
• use of illegal substances,
• dangerous or improper behavior.

Any attempt by a Driver to force the customer to cancel the Ride with the intent of diverting the service or customer away from GoTransfer will result in:

• immediate suspension of the account and access to the Platform;
• permanent termination of the relationship with GoTransfer;
• precautionary suspension of any outstanding payments, to the extent permitted by applicable law and agreements;
• referral of the matter to our legal department to assess any further action necessary to protect GoTransfer.

Such conduct constitutes a serious breach of the relationship of trust with the Platform and demonstrates a level of professionalism incompatible with the standards required of GoTransfer partners.

Decisions taken against Drivers found to have engaged in such conduct will be final and irrevocable.

GoTransfer may suspend or close accounts in cases of violations, fraud, missed payments, or system abuse.

GoTransfer reserves the right to remove content or accounts at its discretion in the event of serious violations.

10. Reviews and ratings

Users can leave reviews and ratings for Drivers.

GoTransfer reserves the right to remove content deemed offensive or inappropriate.

11. Customer support

For support or complaints, Users and Drivers can contact GoTransfer by email at [email protected] or through the support tools available on the website.

12. Inactive accounts

GoTransfer may, at its discretion, deactivate or delete accounts that have been inactive for more than 12 months.

13. Service availability

The Platform is provided “as is” and “as available”.

GoTransfer does not guarantee that the service will be uninterrupted, error-free, virus-free, or defect-free, nor does it ensure compatibility with the User's or Driver's specific devices, software, or configurations.

Access to the Platform may be temporarily suspended or limited for maintenance, updates, or external causes, and GoTransfer is not liable for any resulting consequences.

14. Intellectual property

All content and materials on the Platform—including software, source code, databases, trademarks, logos, text, images, graphics, videos, and layouts—are the exclusive property of GoTransfer or licensed to it.

Copying, reproducing, distributing, publishing, modifying, translating, creating derivative works, assigning, or exploiting such content in any way is prohibited without GoTransfer's prior written consent.

15. Limitation of commercial use

Using the Platform for purposes other than ride intermediation (e.g. unauthorized promotions, spam, external marketing, unlawful activities) is prohibited.

Attempting to hack, scrape, or reverse engineer the software is prohibited.

16. Official communications

Legal or contractual communications from GoTransfer will be sent by e-mail or via notifications on the Platform.

17. Privacy and data protection

The processing of Users' and Drivers' personal data is governed by GoTransfer's Privacy Policy, available in a separate section of the website.

18. Limitation of liability

GoTransfer is not responsible for delays, cancellations, damage, or personal or property injuries stemming from Drivers' conduct or the provision of the transport service.

In cases of force majeure (strikes, natural disasters, extraordinary events), GoTransfer cannot be held responsible for service failures or interruptions.

To the extent permitted by law, GoTransfer's total liability to the User is limited to the amount actually paid for the disputed Ride; for Drivers, liability is limited to refunding any purchased, unused Credits.

19. Hold harmless (indemnity)

The User and the Driver agree to indemnify and hold harmless GoTransfer and its officers, employees, and partners from any liability, damage, loss, cost, or expense (including reasonable legal fees) arising from:

• misuse or negligent use of the Platform;
• violation of these Terms and Conditions or applicable regulations;
• unlawful behavior or omissions during the Ride or while handling payments;
• tax, administrative, or insurance non-compliance attributable to the User or Driver.

20. Term and termination

This contract remains in force as long as the User's or Driver's account stays active, or until one of the parties expressly terminates it.

The User can request deletion of their account at any time, provided any outstanding obligations have been fulfilled.

GoTransfer may suspend or terminate the account in case of a breach of the Terms, misuse of the service, failure to comply with applicable regulations, or whenever deemed necessary for security or user protection reasons.

GoTransfer also reserves the right to temporarily or permanently block a User’s or Driver’s access to the Platform if it considers that they have violated the service policies or displayed attitudes or behaviour harmful to other Users, Drivers and/or the Platform itself.

Any suspension or termination will be communicated via e-mail sent to the address associated with the account or via a notification on the Platform.

21. Assignment of the contract

GoTransfer reserves the right to assign or transfer to third parties, in whole or in part, the rights and obligations arising from these Terms without needing the User's or Driver's consent.

The User and the Driver may not assign or transfer the contract, nor delegate the related rights or obligations, without GoTransfer's prior written consent.

22. Severability clause

If any provision of the Terms is declared invalid or unenforceable, the remaining provisions remain fully valid and effective.

23. Governing language

If translated versions differ, the Italian version of these Terms and Conditions prevails.

24. Changes to the Terms

GoTransfer reserves the right to modify these Terms and Conditions at any time without notice. Continued use of the Platform after the changes are published constitutes implicit acceptance by the User.

25. Dispute resolution

In case of disputes arising from the interpretation or performance of these Terms and Conditions, the parties agree to first attempt mediation before an accredited body chosen by mutual agreement.

If mediation does not lead to an agreement, the dispute will be definitively resolved through formal arbitration under the rules of the arbitration body of the exclusive forum: Chiasso, Switzerland.

These Terms and Conditions are governed by Swiss law.

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Questions? Contact us at [email protected].