Terms and Conditions – Alpen Heir KG Airport

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These Terms apply to consumer bookings made through alpenheir.at. Alpen Heir KG operates the booking platform and may either perform a transfer itself or arrange the transfer with a verified licensed local carrier. The booking confirmation identifies the carrier responsible for passenger transport.

Please read these Terms before booking. By submitting a booking with an obligation to pay, the customer agrees to these Terms for themselves and, where authorised, for all passengers included in the booking.

CORPORATE PROFILE

1. Company and contact details

Alpen Heir KG, a Kommanditgesellschaft registered in Austria, with registered office and business address at Eduard-Bodem-Gasse 6, 6020 Innsbruck, Austria.

Email: support@alpenheir.at and booking@alpenheir.at. Telephone: +43 512 319766 (20).
Website: https://www.alpenheir.at.

CONTRACTUAL GLOSSARY

2. Definitions

“Alpen Heir” means Alpen Heir KG.

“Platform” means alpenheir.at and any booking interface expressly operated by Alpen Heir.

“Customer” means the person who submits and pays for a booking

“Passenger” means any person travelling under a booking.

“Carrier” means the licensed transport company identified in the booking confirmation as responsible for performing the passenger transport.

“Partner Carrier” means an independent local taxi, chauffeur or transport company verified and admitted to the Platform.

“Transfer” means the passenger transport service described in the booking confirmation.

OPERATIONAL FRAMEWORK

3. Alpen Heir rides and Partner Carrier rides

Where the booking confirmation identifies Alpen Heir KG as the Carrier, the passenger transport contract is concluded between the Customer and Alpen Heir. Alpen Heir is responsible for performing that Transfer and may use its own personnel and vehicles or lawful operational subcontractors while remaining the Customer’s contractual Carrier.

Where the booking confirmation identifies a Partner Carrier, Alpen Heir acts as a disclosed booking and payment intermediary. The passenger transport contract is concluded directly between the Customer and that Partner Carrier when the Partner Carrier accepts the booking and Alpen Heir sends the confirmation identifying it. The Partner Carrier is responsible for performing the Transfer, including its vehicle, chauffeur, licences, compulsory insurance, safety and compliance with local transport law

For Partner Carrier rides, Alpen Heir remains responsible for its own intermediation services, including accurately transmitting the booking, collecting payment as authorized, providing the confirmation, and administering customer support, cancellations and refunds under these Terms. Alpen Heir does not become the Carrier merely because it operates the Platform, collects payment or assists with a complaint.

The assigned Carrier’s legal identity and available contact details will be provided as soon as the Carrier accepts the booking. Driver and vehicle details may follow closer to pick up. A Carrier, chauffeur or vehicle may be replaced for legitimate operational reasons. The Customer will be informed of a change that affects the identity of the contractual Carrier or another material booking term

QUALITY & COMPLIANCE

4. Verification of Partner Carriers

Before admitting a Partner Carrier, Alpen Heir requires evidence of company registration, applicable passenger-transport or taxi authorization, relevant vehicle documentation, compulsory insurance and appropriately licensed chauffeurs. Verification reduces risk but does not constitute a guarantee that no breach or incident can occur. Partner Carriers remain independent businesses responsible for maintaining their authorizations and insurance throughout their participation.

5 Booking process and contract formation

5.1 The Customer enters the pickup and destination, date and local time, passenger and luggage information, flight or train information where relevant, selected vehicle category, extras and contact details. The Customer must review and correct the information before submitting the booking.

5.2 Prices and availability displayed before submission are invitations to place a booking request. By activating the final payment button, the Customer submits a binding request carrying an obligation to pay and accepts these Terms and the Privacy Policy.

5.3 A contract is formed only when Alpen Heir sends a booking confirmation on a durable medium, normally by email. For a Partner Carrier ride, confirmation follows the Partner Carrier’s acceptance and identifies the Partner Carrier. A mere automated receipt message is not confirmation unless it expressly states that the Transfer is confirmed.

5.4 The Customer must promptly check the confirmation and report errors. Requested
corrections and changes are governed by Section 10.

5.5 The person booking must be at least 18 years old and legally capable of entering into the contract. If booking for another passenger, the Customer confirms that they are authorized to do so and must communicate these Terms and all journey information to that passenger.

6 Prices payment and invoices

6.1 The checkout displays the total price for the confirmed Transfer, including applicable taxes and the ordinary costs expressly stated as included. Optional extras or potential additional charges are shown separately.

6.2 Payment is online only through the Platform using the methods displayed at checkout. Stripe processes card and payment information. Alpen Heir does not receive or store the complete card number or card security code.

6.3 For an Alpen Heir ride, Alpen Heir collects payment as Carrier. For a Partner Carrier ride, Alpen Heir collects payment for and on behalf of the identified Partner Carrier under the Platform arrangement. Payment to Alpen Heir discharges the Customer’s payment obligation for the confirmed amount.

6.4 No additional amount will be charged unless it was disclosed at booking, expressly accepted later, or is lawfully payable under these Terms for an evidenced change, additional waiting, cleaning or damage.

6.5 A booking may be rejected or cancelled if payment is declined, reversed or reasonably suspected to be fraudulent. Where practicable, the Customer will have a reasonable opportunity to correct an accidental payment failure.

DUTY OF CARE

7. Customer and passenger responsibilities

The Customer must provide complete and accurate information and ensure that passengers:

FLEET ALLOCATION

8. Vehicle category and capacity

8.1 The booking guarantees the confirmed vehicle category and capacity, not a particular brand, model, colour, registration number or chauffeur unless the confirmation expressly guarantees it.

8.2 The Carrier may provide an equivalent or higher category without additional charge. A lower category may be provided only with the Customer’s agreement and an appropriate price reduction.

8.3 Vehicle images are illustrative. Published capacities assume ordinary passengers and luggage. If passengers, child seats, mobility equipment or luggage exceeded the booked capacity or were not disclosed, the Carrier may require an additional vehicle and price or may refuse items or carriage where lawful and safe performance is impossible.

AVIATION & ALPINE LOGISTICS

9. Airport pickups, flight delays and waiting time

9.1 Flight information and monitoring

For an airport pickup, the Customer must provide the correct flight number, arrival date and arrival airport. Where a correct flight number is provided, Alpen Heir will monitor the flight using reasonably available flight information. Flight monitoring cannot guarantee that every holding pattern, landing restriction, diversion, cancellation or last-minute change will be detected immediately.

The Customer must promptly inform Alpen Heir of any rebooking, missed connection, flight-number change, cancellation or other change known to the Customer

9.2 Delay known before the chauffeur is dispatched

If a flight delay is officially reported before the chauffeur has been dispatched, Alpen Heir will make reasonable efforts to adjust the pickup to the updated arrival time without an additional charge.

The adjusted pickup remains subject to chauffeur and vehicle availability. If Alpen Heir cannot provide the transfer at the substantially changed arrival time, the Customer will receive a refund for the unperformed transfer.

9.3 Disruption after the chauffeur has been dispatched

A chauffeur and vehicle are considered committed once the chauffeur has begun travelling to the airport or has arrived there based on the latest reasonably available flight information

If, after the chauffeur has been committed:
• the aircraft is prevented from landing;
• the aircraft remains in a holding pattern;
• the airport is temporarily closed;
• the flight is diverted to another airport; or
• the flight is cancelled,

Alpen Heir will keep the chauffeur available for up to 90 minutes from the latest expected landing time used for dispatch.
If the aircraft lands within this period, the transfer will continue without an additional flight-delay charge.
If the disruption continues for more than 90 minutes, or the flight is diverted or cancelled, Alpen Heir may release the chauffeur and vehicle. Because the chauffeur and vehicle were already committed exclusively to the booking, the confirmed transfer price remains payable and is non-refundable.
Alpen Heir will provide reasonable written confirmation of the unused transfer upon request so that the Customer may submit a claim to the airline, travel organizer or travel insurer. Alpen Heir does not guarantee that such a claim will be accepted

9.4 Later pickup following a major disruption

If the passenger later arrives at the originally confirmed airport, Alpen Heir may offer another pickup subject to availability.

Where the original chauffeur can still perform the transfer without unreasonable additional cost, Alpen Heir may complete the transfer without an additional charge.

Where another chauffeur, vehicle, substantially different pickup time or additional journey is required, the service may be treated as a new or amended booking. Any additional price must be disclosed to and accepted by the Customer before the service is arranged.

9.5 Diversion to another airport

A booking for one airport does not automatically include collection from another airport. If the flight is diverted, Alpen Heir may offer:

• a later pickup from the originally booked airport; or
• a new or amended transfer from the diversion airport.

Any revised route and additional price must be expressly accepted by the Customer. If the Customer does not accept the alternative, the original transfer remains non-refundable where the chauffeur had already been committed under Section 9.3.

9.6 Waiting after the flight has landed

Flight-delay time before landing is separate from passenger waiting time after landing.
After the aircraft has landed at the confirmed airport, the booking includes up to 90 minutes for immigration, baggage collection and reaching the meeting point. This period begins at the officially recorded actual landing time.
After the included waiting period, the chauffeur may leave if reasonable attempts have been made to contact and locate the passenger. The booking may then be treated as a no-show, and the full confirmed price remains payable.
Additional waiting is subject to availability and any price disclosed to and accepted by the Customer.

9.7 Early arrival or missing flight information

If a flight arrives early, the original confirmed pickup time remains applicable unless Alpen Heir confirms an earlier pickup. If the Customer does not provide a correct and usable flight number, waiting time begins at the confirmed pickup time rather than the actual landing time

10 Changes by the Customer

10.1 A change is effective only when confirmed through the Platform or by Alpen Heir customer support. Changes are subject to Carrier availability and may change the price.

10.2 Changes requested at least 24 hours before pickup will be considered without an
administration charge, but any difference in the journey price remains payable. If the requested change cannot be accepted, the original booking remains valid unless cancelled.

10.3 A material change requested less than 24 hours before pickup may be refused or treated as a cancellation and new booking where it cannot reasonably be accommodated. Alpen Heir will disclose the consequence before processing the request.

CANCELLATION MATRIX

11. Customer cancellation and refunds

11.1 The Customer may cancel free of charge until 24 hours before the scheduled local pickup time. A Transfer scheduled for 14:00 local time on 20 October must therefore be cancelled no later than 14:00 local time on 19 October.

11.2 If cancellation is received less than 24 hours before pickup, after pickup time, or following a no-show under Section 12, 100 percent of the confirmed price is payable and no refund is due, except where mandatory law requires otherwise

11.3 Cancellation must be submitted using the cancellation method stated in the confirmation or by an unambiguous message to Booking@alpenheir.at. It becomes effective when received. Alpen Heir will provide confirmation on a durable medium.

11.4 A refund due under these Terms will be initiated to the original payment method without undue delay and no later than 14 days after entitlement is confirmed. The issuing bank or payment provider may require additional processing time

11.5 A return journey remains valid even if the passenger misses or does not use the outward journey, unless the Customer separately cancels the return journey or Alpen Heir confirms otherwise. The Customer should promptly confirm whether the return journey is still required.

NO-SHOW STANDARDS

12. Passenger no-show

no-show occurs when the passenger does not appear at the confirmed meeting point within the included waiting period and cannot be reached using the supplied details. Before classifying the booking as a noshow, the chauffeur or dispatch team will make reasonable efforts to locate and contact the passenger and record those attempts. The passenger must also contact the number supplied in the confirmation if unable to find the chauffeur. After the waiting period expires, the chauffeur may leave and the full price remains payable.

A booking may also be treated as a no-show where the Transfer cannot lawfully or safely proceed because the Customer materially misstated the passenger count, child-seat requirement, mobility requirement or luggage and no reasonable alternative can be arranged.

SERVICE ASSURANCE

13. Chauffeur delay or failure to arrive

If the chauffeur is not at the confirmed meeting point, the Customer must immediately contact Alpen Heir through the number or channel in the confirmation before arranging alternative transport. Alpen Heir will investigate and must be given a reasonable opportunity to locate the chauffeur or arrange a replacement.

If the responsible Carrier cannot provide the Transfer within a reasonable time considering the journey’s purpose, the Customer may terminate the affected service and receive a refund for the unperformed part. Any further mandatory legal claims remain unaffected.

CARRIER CONTINGENCIES

14. Changes or cancellation by the Carrier

The Carrier or Alpen Heir may make reasonable non-material operational changes. If a material change or cancellation becomes necessary, Alpen Heir will promptly inform the Customer and use reasonable efforts to arrange an equivalent alternative without additional charge. The Customer may reject a materially different alternative and receive a refund for the unperformed service.

ONBOARD CONDUCT

15. Safety refusal and conduct

The Carrier or chauffeur may refuse or end carriage where reasonably necessary to protect persons or property, comply with law, or respond to violence, threats, serious intoxication, dangerous behaviour, prohibited items, deliberate damage or a passenger or equipment configuration that makes carriage unlawful or unsafe. A decision must be proportionate and must not discriminate unlawfully.

Where refusal is caused by the Customer’s or passenger’s material breach, the price may remain payable to the extent permitted by law. Where refusal is not attributable to the Customer, the unperformed service will be refunded.

PROPERTY & MINORS

16. Luggage child seats and lost property

Passengers are responsible for declaring and supervising their belongings and checking the vehicle before leaving. Items must be safely stowable. Child seats, mobility equipment, skis, bicycles, animals and unusual luggage must be requested before confirmation and are carried only if expressly confirmed.

Lost property should be reported promptly with the booking number and item description. Alpen Heir will coordinate reasonable recovery efforts with the Carrier. Agreed delivery or postage costs may be charged.

EXTRAORDINARY EVENTS

17. Force majeure

Neither Alpen Heir nor the Carrier is liable for failure caused by an event outside reasonable control, including severe weather, natural disaster, officially ordered road or border closure, war, civil disturbance, epidemic restrictions or comparable events. The parties will take reasonable steps to reduce disruption. The Customer’s right to a refund for a service that is not performed remains subject to applicable mandatory law.

Neither Alpen Heir nor the Carrier shall be liable for any failure or delay in performing a transfer service where that failure or delay is directly caused by an event beyond the affected party’s reasonable control. Such events may include, without limitation, exceptional or severe snowfall, extreme weather, natural disasters, officially ordered road or border closures, war, civil disturbance, epidemic restrictions or comparable events.

This provision may apply where severe snowfall or related road conditions prevent the Driver from reaching the Customer or completing the transfer in time, resulting in the Customer missing a flight, provided that the Carrier and Driver:

a. commenced the journey with sufficient time, taking account of reasonably foreseeable weather and traffic conditions;

b. used a properly equipped and legally compliant vehicle;

c. considered all safe and reasonably available alternative routes or arrangements;

d. informed Alpen Heir immediately upon becoming aware that the transfer might be delayed or impossible;

e. took all reasonable steps to minimise the disruption and resulting loss; and

f. provided reasonable supporting evidence, including GPS records, weather or road-closure information and relevant communications.

Where these conditions are satisfied, neither Alpen Heir nor the Carrier shall be liable for consequential financial losses arising from the disruption, including missed flights, replacement flight tickets, additional accommodation or other related expenses, except where liability cannot lawfully be excluded.

Force majeure shall not include ordinary or reasonably foreseeable seasonal weather, inadequate journey planning, failure to use legally required winter equipment, vehicle breakdown resulting from insufficient maintenance, staffing problems or any circumstance that could reasonably have been prevented or overcome.

Any right of the Customer to receive a refund for the unperformed transfer service remains subject to the terms of this Agreement and applicable mandatory law.

18. Complaints and customer support

Alpen Heir provides central customer support for both Alpen Heir and Partner Carrier rides. Operational problems should be reported immediately so that the Carrier has a reasonable opportunity to correct them. Written complaints should be sent to support@alpenheir.at, preferably within 28 days after the Transfer, with the booking number, date, description and available evidence.

The 28-day period assists investigation and does not shorten statutory rights or limitation periods. For Partner Carrier rides, Alpen Heir may transmit the complaint and relevant evidence to the Carrier and coordinate the response and any refund.

19. Liability

19.1 Alpen Heir rides

Where Alpen Heir is identified as Carrier, Alpen Heir is responsible for the passenger transport contract according to applicable law.

19.2 Partner Carrier rides

Where a Partner Carrier is identified that Carrier is responsible for performing the transport, including vehicle operation, chauffeur conduct, safety, compulsory insurance, luggage handling and compliance with transport law. Claims arising from physical performance are legally directed against the Partner Carrier, although Alpen Heir will provide central support and assist communication. Alpen Heir remains responsible for its own negligent or unlawful acts or omissions in providing the Platform and intermediation services.

19.3 Mandatory liability

Nothing in these Terms excludes or limits liability for death or personal injury, intent, gross negligence, fraud, mandatory product liability or another liability that cannot lawfully be excluded or limited. Any limitation for slight negligence applies only to the extent permitted by mandatory consumer law. Liability for breach of an essential contractual duty remains subject to applicable law and, where lawful, is limited to typical and reasonably foreseeable loss.

19.4 Journey timing

Travel durations are estimates affected by traffic, weather, border controls, road closures and other conditions. The Customer must select a pickup time allowing a reasonable buffer for flights, trains and appointments. Neither Alpen Heir nor the Carrier is responsible for a missed connection to the extent caused by incorrect Customer information, inadequate time allowance or circumstances outside reasonable control, except where mandatory law provides otherwise.

20. Data protection

Alpen Heir processes booking and payment-related personal data as described in its Privacy Policy. For a Partner Carrier ride, the information reasonably necessary to accept, plan and perform the Transfer is disclosed to the identified Carrier, normally including passenger name and telephone number, pickup and destination, time, passenger and luggage requirements, flight information and necessary special instructions. Complete card details are not disclosed to the Carrier. The applicable Privacy Policy is available on alpenheir.at.

21. No general withdrawal period for dated transport

Passenger transport booked for a particular date and time is subject to the cancellation rules in Section 11. To the extent passenger transport is excluded from the statutory distance-contract withdrawal regime, there is no separate general 14-day withdrawal period. Mandatory consumer rights remain unaffected.

22. Applicable law and courts

Austrian law applies, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. For consumers habitually resident in another country, this choice does not remove protection provided by mandatory provisions that would apply without the choice of law.

Court jurisdiction is determined by mandatory law. A consumer may bring proceedings in any court available under applicable consumer-jurisdiction rules. Innsbruck is a place of jurisdiction only where such an agreement is legally permitted and does not restrict mandatory consumer rights.

23. Final provisions

If a provision is invalid or unenforceable, mandatory law takes its place and the remaining provisions continue to apply to the extent legally possible. The Terms accepted when the booking is submitted govern that booking. Later changes do not retroactively alter a confirmed booking unless required by law or expressly agreed.