Terms & Conditions
1.0 Scope
1.1 These General Terms and Conditions apply to all bookings made with AlpNav (whether by email, via phone or the AlpNav website) by any person (the “Client“), without regard to the Client’s country of residency.
1.2 By making a booking with AlpNav, the Client and the passengers travelling with him/her under the same booking shall be deemed to have made an unconditional acceptance of these Terms and Conditions.
2.0 Booking process and payment
2.1 In case the Client makes a booking not only for himself but also for other passengers (one or more additional passengers), such Client will be automatically designated as the “Main Passenger“. The Main Passenger is responsible for all passengers travelling under the same booking and is the main contact for all information requests and payment of the booking.
2.2 In order to make a booking with AlpNav, the Client has to be over 18 years old. Minors can travel on their own from 16 years with written waiver and confirmation. Please contact info@alpnav.com for official documentation.
2.3 When the Client proceeds with a booking via phone, e-mail or the AlpNav website, they are required to proceed with a payment of the full amount of the booking upfront, at the time of the booking. Any fees charged by the bank with respect to such payment made by the Client is at the Client’s cost; AlpNav is not responsible for any such fees charged by the bank.
2.4 Retail Partner Clients, who have registered a client account with AlpNav, may choose to pay the booking by invoice, instead of an upfront payment. If the Partner Client chooses to pay the booking by invoice, they accept that all invoices must be settled according to the terms and conditions indicated in such invoice; delay in payment of an invoice will entail the payment of a late payment fee in an amount of 5% of the total invoice amount.
2.5 Once the payment is made, the Client receives a confirmation e-mail (the “Client’s E-ticket“). The Client’s E-ticket shall be presented on all legs of the journey in either electronic or paper form.
2.6 Upon payment of the Clients booking, a contract is established between the Client and Global Transfers Group SA.
2.7 It is the Client’s responsibility to review the information contained in the Client’s E-ticket and verify that there are no errors; the Client is entirely responsible for inserting the right dates and times of travel, the full flight details, contact information, as well as the address of the resort destination. AlpNav is not responsible for any errors in a booking made (whether made via phone, e-mail or the AlpNav website).
2.8 The Client is also responsible for providing AlpNav with a contact phone number and ensuring that their phone is switched on and connected to a network during the time of the travel and stay at the resort – AlpNav shall be able to contact the Client at all times. AlpNav recommends the Client have WhatsApp installed and has access at all times. AlpNav is therefore not responsible for any issues with respect to the provision of its services in case the Client is not reachable.
3.0 Children, Baby Seats and Boosters
3.1 In case of shared transfer:
Children under 4 are unfortunately not allowed to travel on coaches in Switzerland. AlpNav follows this policy for all operating airports in which they operate.
Children from 4 – 12 years old can travel on our services, and must occupy their own seat. Please reserve a booster seat free of charge if you require one – the Main Passenger is responsible for booking the necessary number of booster seats during the booking process; children from 4 years old pay a full price for the transfer. If you are travelling with children under 4 we recommend you choose a private transfer as shared transfer services as coaches operate the majority of the shared transfer services and 3 point seat belts are unable to be guaranteed.
3.2 In case of private transfer:
AlpNav provides both front facing and rear facing baby car seats as well as booster seats – the Main Passenger is responsible for booking the necessary number of baby seats and boosters. The Child must occupy their own seat. The passenger is responsible for ensuring the baby seat is fitted correctly within the vehicle. Please note child seats are general sizes and it is recommended that if you have specific requests, then we recommend to travel with your own child seat.
4.0 Modifications of a booking
4.1 Any amendment of a booking is subject to availability.
Clients may manage, cancel and amend their booking directly on the AlpNav website, on the “my booking” portal, until 48 hours prior to the travel. If the Client wishes to proceed with an amendment or cancellation less than 48 hours in advance, they are required to email the AlpNav office at info@alpnav.com. Please note all card transaction fees are non-refundable. Cancellations and amendments are processed after card fees have been removed.
4.2 In case of amendments made to the booking and subject to extra costs mentioned below, the following fees apply:
Transfer Type | Amendment Policy |
Standard Shared Ticket Holders | Amendments made at least 7 days prior to travel in subject to an administrative fee of 10 euro/chf per passenger.
Amendments made less than 7 days prior to travel are subject to administrative fee of 25 euro/chf per passenger. |
Flexi Fare Shared Ticket Holders | Amendments made at least 7 days in advance are free of charge.
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Private Transfers Standard & Premium | Amendments made at least 14 days in advance are free of charge
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4.3 For any Amendments made less than 48 hours in advance may only be done by calling or emailing the AlpNav office. For all ticket types, changes made within 48 hours of travel will incur amendment fees. For all transfers, a minimum fee from 10 euro/chf per person per ticket applies and subject to availability and any additional costs.
4.4 Types of amendments:Changing from Shared Door to door to Shared fixed point will be processed as an amendment. The difference in ticket cost will be refunded minus the administrative fee and card transaction fees.
In addition, extra costs may be incurred by the Client if they:
a) Increase the number of clients to be taken into account in the booking,
b) Choose travel dates or times, which are more expensive, or
c) Change transfer type (i.e. from shared transfer to private transfer, or between shared fixed point and door to door).
5.0 Cancellation and Refund Policy
In case of a booking cancellation, the following refund policy applies:
Transfer Type | Refund Policy |
Standard Shared Transfers | Non-refundable. No refund for cancellations at any time. |
Shared Transfers with Flexi Fare | 100% refund if cancelled ≥7 days in advance 0% refund if cancelled <7 days in advance Flexi Fare fee (EUR/CHF 5 per person per way) never refundable |
Private Transfer Services | 100% refund if cancelled ≥14 days in advance 50% refund if cancelled ≥7 days in advance 0% refund if cancelled <7 days in advance |
Any request for a refund shall be made in writing to the following e-mail address: info@alpnav.com. Last minute bookings (booking made under 48 hours before travel) are non-refundable regardless of ticket type.
Refunds may take up to 30 days to be processed. This condition is part of the company’s Terms and Conditions and applies to all eligible refund requests.
6.0 Terms of service
6.1 Luggage
All luggage items have to be registered at the time of the booking. If the Client has more luggage than registered in their booking, AlpNav may charge a fee of EUR 20 per additional item prior to the departure or refuse to transport the additional item or refuse to provide the transfer service to the Client with no refund provided on booking.
AlpNav’s luggage allowance is the following: | Per person |
Shared Transfers (Standard & Flexi) |
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Private transfers (Standard & Premium) |
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AlpNav requires that its operators take reasonable care in loading and transporting the clients luggage but AlpNav, or its operators, are not responsible for lost or damaged luggage. AlpNav clients should have valid travel insurance for any damage that may occur while travelling. AlpNav requires that all clients luggage is clearly labelled with their respective name and destination address. AlpNav is not responsible in case clients take from the vehicle the wrong luggage. Luggage may not be taken onboard without the owner travelling in the same vehicle. AlpNav strongly recommends having holiday/travel insurance. AlpNav will, however, provide documentation to the Client, which may be used as evidence in a refund claim filed with their insurance provider.
In escalated situations where the transport company has recorded any issues that they have accepted responsibility for at the time, the transporter will inform AlpNav management in which customers must provide copies of damaged goods, replacements items. An Insurance claim will be provided to the transport company if valid receipts and documentation are provided and deemed valid by insurance providers. The maximum liability claims for transporters in these cases are 150 EUR per person per claim. In the event that the transporter’s insurance declines the claim, AlpNav is not responsible for additional or out of pocket expenses. AlpNav will provide a letter for the clients to make a claim with their insurance provider to use towards their own claim with their own insurance.
In case the Client forgets a luggage item in the vehicle, they have to inform AlpNav by email at info@alpnav.com via the lost property form. Once AlpNav identifies the forgotten luggage, the Client has to organise the pickup of said item at their own responsibility and at their own cost. An administrative fee of 50 EUR per item will be charged on top of postage to have the item returned via post. An administrative fee of 20 EUR per item will be charged for collection from the Airport desks.
6.2 Pets
Pets may only travel in a private transfer service and provided that they are in their own appropriate travel carrier. Pets are not allowed on shared transfer service. Should a client arrive on a shared transfer with a pet, the clients will be offered to upgrade at the time subject to availability for a new private transfer booking and additional costs paid by the client. Should the client not wish to travel, the shared ticket will be deemed cancelled and non refundable.
6.3 Pick-ups and drop-off at all airports that AlpNav operate from:
Airport | Details |
Geneva | Pick-ups and drop-off at all airports that AlpNav operate from are made on the Swiss side of Geneva airport at terminal 1; Clients are responsible to get to/from the French side of the airport if their flight arrives at or departs from the French side. Please note to request a terminal 2 pick up/drop off this with private transfers only, this service is on request basis and not guaranteed. |
Lyon/Chambéry/Grenoble | For French Airport transfers the pick up location is located in Terminal 1. |
Zurich | The driver will ensure to meet you at the correct terminal based on your provided Flight information. Failure to provide flight information may result in missed transportation and AlpNav will not be liable for any missed transportation. |
6.4 Impossibility to reach the drop-off or pickup point location
In case the driver is unable to reach the drop-off or pickup point location, in particular due to bad weather or road conditions (in particular, if the road is too narrow for the vehicle), clients will have to access on their own a safe pickup location or may be asked to make the rest of the journey to the drop-off location by other means; AlpNav is not responsible for any additional costs incurred by the Client in such situation and no refund will be provided.
7.0 Service arrangements and schedules
7.1 AlpNav may change the type of vehicle used for any kind of transfers (coaches, large mini buses or smaller vehicles).
7.2 The time booked via website is an estimated time and the exact travel times are provided one day prior to travel via WhatApp and email based on the requirements of scheduling & operations of transporters and AlpNav. Changes in times are subject to the term of 7.3.
7.3 In case AlpNav has to change the scheduled transfer time on arrival or departure for over 3 hours, the Client will be entitled to a 50% voucher of the fare valid for 6 months to use; if the change of scheduled transfer results in a change of over 5 hours, the Client will be entitled to a 100% ticket refund less credit card fees. This does not apply to circumstances beyond AlpNav’s control. This refund policy does not apply to Clients who missed their transfer due to a flight delay, flight/train cancellation or items mentioned in 7.6 terms or errors made within their booking.
7.4 Departures: AlpNav schedules the transfers in a way that Clients arrive at the airport 2.5 hours before the scheduled flight departure time. AlpNav will endeavour to inform the Client of any circumstances affecting the transfer. However, these circumstances may be provided last minute, in particular in case of bad weather, traffic jams, police controls, etc. If under such circumstances the transfer time is unsuitable to the Client, AlpNav does not offer any compensation for additional costs incurred by the Client for choosing alternative travel means. If the Client wishes to arrive earlier at the airport, they shall inform AlpNav not later than 7 days before the travel date.
7.5 Arrival: AlpNav schedules the transfers in a way that Clients time is provided from a minimum arrival time of 45 minutes after flight landing time provided in the booking. AlpNav will endeavour to inform the Client of any circumstances affecting the transfer. However, these circumstances may be provided last minute, in particular in case of bad weather, traffic jams, police controls, etc. If under such circumstances the transfer time is unsuitable to the Client, AlpNav does not offer any compensation for additional costs incurred by the Client for choosing alternative travel means.If the Client wishes to depart earlier at the airport, they shall inform AlpNav not later than 7 days before the travel date.
7.6 AlpNav is not liable whatsoever in case of any delay due to causes beyond its control (“Force Majeure“), in particular, in cases of: accidents on route; exceptional or severe weather conditions; compliance with requests of the police; deaths and accidents on the road; vandalism and terrorism, traffic jams, road closures, rockfalls, avalanches and diversions; industrial action by third parties; riots blocking roads; issues and delays caused by other Clients; the vehicle being held or delayed by a police officer or government representative; road closures due to local fiestas or other events; drop-off locations that are not accessible by the type of vehicle booked; acts of God, flood, earthquake, avalanche or any other natural disaster; epidemic or pandemic; war, threat of war or similar; fire or explosion.
7.7 Cancelled Flights – This is when an airline cancels the original flight provided to AlpNav for the customers booking. If the Client misses their booked transfer because they had to take an alternative flight following a flight cancellation, they will have to proceed with a new booking with AlpNav for a transfer at full cost, subject to availability; no refund will be given for the first booking. The Client should reclaim this cost from either the airline or their travel insurance. If no new transfer service can be provided by AlpNav, no refund will be issued for the original booking and AlpNav will not be responsible for any additional costs incurred by the Client. In any case, on request, the Client will be provided with a statement that they were unable to travel on the original booking – to be used by the Client in order to file a claim with their travel insurance.
7.8 Delayed flights or delayed luggage collection, AlpNav is not responsible for any flight delays or delays in luggage collection. In case of such delay causing the Client to miss their booking, the Client shall go to the AlpNav transfer desk as normal and follow the shared transfers arrivals policy 7.10.
7.9 If a client’s flight is diverted to another airport, it will be their responsibility to arrive at the original ticket booked Airport in order to take the transfer service; the standard flight delay policy of 7.8 applies in such cases.
7.10 Shared transfers arrivals – Subject to availability, the airport team will attempt to arrange another transfer on the same day of travel for the Client free of charge to Flexi Ticket holders. Standard ticket holders may be required to purchase a new ticket upon arrival. Priority will be given to Flexi fare ticket holders. This new transfer may result in an additional waiting time or sharing of a vehicle with other clients (Private transfers may require sharing) or mean there is no transfer available for the Client. If no space is available on shared transportation the client will need to make a new booking and no refund will be given for the original booking. If the Client does not wish to wait for the next available seats, they may arrange alternative transport but no refund for the original booking or compensation for additional costs incurred will be payable by AlpNav.
7.11 Private transfers – In case of flight delays on the following policy is applicable:
- Standard private transfers: 1 hour of wait time is free of charge; then EUR 100 per additional hour (calculated on a pro rata basis);
- Premium private transfers: 2 hours of wait time is free of charge; then EUR 150 per additional hour (calculated on a pro rata basis).
Extra waiting time is subject to availability and may not be guaranteed. For the client who may experience a delay in a transfer due to “Force Majeure” please refer to the force majeure 7.5 section of the Terms and Conditions.
7.12 If Client’s flight lands earlier than scheduled, AlpNav will endeavour to get the Client to the resort as soon as possible but in any case, the Client’s waiting time will still be calculated based on the originally scheduled transfer time. If a space is available on a shared transfer earlier than the Client’s originally booked transfer, they may travel on such earlier transfer service subject to availability.
7.13 If the Client wishes to depart from the resort later than the scheduled transfer time, it is entirely at his own risk and AlpNav will not be responsible for a missed flight or additional costs incurred following such Client’s decision and insurance letters cannot be issued in this instance as the risk is accepted against the guidance of AlpNav.
7.14 In the instance of a Client having connections to make, AlpNav will not be held liable for any costs incurred for any missed or lost connections or loss of holiday costs (such as bus, train and other transportation, or ski rental, ski hire or hotel costs and any costs relating to their holiday) caused by a transfer delay.
7.15 Clients’ behaviour general
Clients must behave respectfully towards all individuals they interact with during their journey, including AlpNav staff, partner staff (e.g. Office staff, airport personnel, drivers, and resort staff), and other Clients. Abusive, aggressive, discriminatory, threatening, or otherwise disruptive behaviour will not be tolerated under any circumstances. This includes, but is not limited to:
- Use of offensive or insulting language.
- Intimidating, harassing, or violent actions.
- Consumption of Alcohol or smoking/vaping onboard.
- Refusal to follow reasonable instructions from staff.
- Interior or external damages to vehicle.
AlpNav reserves the sole right to determine whether any behaviour is considered inappropriate or unacceptable
In such cases, tickets (including return transfers) may be immediately cancelled without refund or compensation, boarding may be denied, and the Client may be refused any further travel or service.
7.16 Clients’ general behaviour
Clients are required to wear seatbelts at all times while the vehicle is in motion.
It is strictly forbidden to smoke, vape, use e-cigarettes, eat, drink, or consume alcohol on board.
Clients must behave responsibly and avoid any actions that could cause discomfort or inconvenience to other Clients or staff.
If a Client soils, damages, or contaminates the interior of the vehicle — whether due to alcohol or drug consumption, illness, or any other bodily excretions (including vomit, urine, or faeces) — they may be charged a cleaning and sanitation fee and/or refused onward travel.
They will be required to pay a fee of EUR 350, to be paid immediately on spot. As the case may be, the driver may also file a police report.
8.0 General terms
8.1 AlpNav strongly recommends having holiday/travel insurance. In the cases of force majeure mentioned causing transfer delays, which in turn result in missed flights and other such costly events, AlpNav will not be held liable. AlpNav will, however, provide documentation to the Client, which may be used as evidence in a refund claim filed with their insurance provider.
8.2 AlpNav’s terms and conditions are governed by Swiss Law. By accepting these terms and conditions, the Client is accepting the terms specific to the transfer type they are booking, which are detailed in the description of the transfer service, shown at the quote stage of the booking process.
8.3 AlpNav is a brand part of the company Global Transfers Group SA with its seat at Rte de Pré-Bois 15, 1215 Meyrin, Switzerland.
8.4 AlpNav arranges to carry the Client and their property on shared and private transfer services to and from Lyon, Geneva, Grenoble, Zurich, Chambery and other airports that AlpNav operate from.
8.5 AlpNav organises transport solutions through partner operators but does not own or operate its own fleet or drivers.
8.6 The owner operator of each vehicle carries the full responsibility for the transportation of all passengers, together with its associated liabilities. This is duly reflected in AlpNav’s supplier contract with the operator.
8.7 Any issues relating to the service provided by AlpNav should be put in writing and emailed to info@alpnav.com a maximum of 60 days after travel. Failure to provide feedback within the 60 days post travel to AlpNav will result in the feedback being invalid. All feedback shall be made in writing and AlpNav will use its best efforts to reply to all emails within 15 days of their receipt. Please note, that there may be instances in which cases may take longer to investigate if required to investigate with the transporter.
8.8 It is the Client’s responsibility to ensure they are fit for travel. Before making any travel plans, the Client shall verify any entry and stay requirements determined by the relevant national authorities in their transit and destination countries. The well-being and safety of Clients and drivers is AlpNav’s highest priority and therefore, we have taken several measures to help clients safely travel by vehicle.
8.9 Use of credit vouchers – A maximum of one (1) voucher may be redeemed per purchase. Vouchers may only be redeemed via email to AlpNav info@alpnav.com
Vouchers cannot be exchanged or redeemed for cash, check or credit and are only valid until the expiration date of the voucher. The resale of vouchers is prohibited. AlpNav may block or cancel any ticket purchases where a resold voucher is used or attempted to be used. AlpNav is never required to pay out the outstanding or remaining balance on any voucher.
8.10 Privacy Policy: By making a booking with AlpNav, the Client accepts the use of their information in accordance with the Privacy Policy.
8.11 General Terms: By making a booking with AlpNav, you agree that you have read these General Terms and Conditions and agree to be bound by them.
8.12 Any dispute, controversy or claim arising out of or in connection with the contract between the Client and Global Transfers Group SA shall be submitted to the exclusive jurisdiction of the competent courts of Geneva, Switzerland, subject to the right of appeal to the Swiss Federal Tribunal.
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