Responsibility Statement
The scope of the service, the role of our fulfilment partner, waiting and luggage rules, and where liability begins and ends.
1. Our Role and the Scope of the Service
Transfelo (transfelo.com) is a platform for booking private airport and intercity transfers across Türkiye. The Platform is operated, and payments are collected, by RATE EXTRA TOURISM L.L.C (Commercial Licence No: 1253634, Dubai, UAE). The service covers a private door-to-door transfer — one-way or round trip — on the route confirmed at booking, with the vehicle class you selected. City tours, hourly hire and intermediate stops not stated in the booking are outside the scope of the service.
2. Fulfilment Partner
The transfer is physically performed in Türkiye by Sindibad Turizm Ticaret A.Ş. (the "Safaryar Travel" brand), a travel agency holding TÜRSAB Licence No 10028. Vehicles, drivers and road operations are the responsibility of this fulfilment partner; vehicles carry full commercial insurance and are operated in accordance with the applicable transport regulations. Booking, payment, refunds and customer service run through the Transfelo platform — we are your single point of contact and relay your requests to the fulfilment partner.
3. Flight Delays
For airport pickups the driver tracks the flight number stated in your booking. If your flight is delayed, the pickup time is automatically adjusted to the new landing time at no extra charge. This guarantee depends on a valid flight number being provided at booking; delay tracking is not possible for bookings without one.
4. Waiting Time
Airport pickups include free waiting time from the moment of landing; the driver waits at the meeting point with a name board. The maximum waiting time at the airport is 2 (two) hours. If the passenger does not appear at the meeting point within 2 hours of landing and cannot be reached, the booking is treated as a no-show and no refund is issued. For non-airport pickups (hotel or address), the free waiting window is shorter; after a reasonable waiting period the driver may leave the pickup point.
5. Luggage Rules
Each passenger is entitled to 1 (one) standard suitcase and 1 (one) piece of hand luggage. Anything beyond that — extra bags, sports equipment (golf, ski, bicycle etc.), pet carriers or special cargo — must be declared at or before booking; otherwise the vehicle may not have sufficient capacity, and the fulfilment partner is not obliged to provide an additional vehicle. No liability is accepted for items left in the vehicle, but we do our best to return found belongings — contact hello@transfelo.com.
6. Force Majeure
Neither the seller nor the fulfilment partner is liable for delays or non-performance caused by events beyond the parties' control — natural disasters, extreme weather, government orders, road closures, strikes or epidemics. In such cases, priority is given to completing the transfer by a reasonable alternative or refunding the price.
7. Limits of Liability
The fulfilment partner exercises due care to perform the transfer on time and safely. Nevertheless: • Arrival times cannot be absolutely guaranteed due to traffic, accidents or roadworks; consequential losses from missed connections, flights or appointments are not compensated. • No liability is accepted for the consequences of incorrect information provided by the passenger (wrong date, address or flight number). • The total liability of the seller and the fulfilment partner is in all cases limited to the amount collected for the booking concerned. Damages arising from in-vehicle accidents are covered by the fulfilment partner's compulsory carrier and seat insurance.
8. Complaints Channel
Send any request or complaint about the service to hello@transfelo.com or to our WhatsApp line at +90 501 147 67 71. Complaints are logged and answered within 72 hours at the latest. Consumers resident in Türkiye may at any time exercise their statutory rights before the Consumer Arbitration Committees and Consumer Courts. Last updated: August 2026.