Conditions générales

These Terms should be read together with our Cancellation and Refund Policy and our Privacy Policy. All three form part of the agreement between you and us.

1. Who we are

This website and the booking service offered on it (the “Platform”) are operated by:

Reflatech OÜ
Registry code: 17328561
Registered office: Harju maakond, Tallinn, Kesklinna linnaosa, Juhkentali tn 8, 10132
E-mail: contact@tunisiashuttle.com

In these Terms, “we”, “us” and “our” mean Reflatech OÜ. “You” and “Customer” mean the person who makes a booking through the Platform.

These Terms apply to every booking made through the Platform. By completing a booking you confirm that you have read, understood and accepted them. Please read section 3 and section 10 carefully — they describe the limits of our role and of our liability.

2. Definitions

3. Our role

3.1 Reflatech OÜ is a technology company. We develop and operate the Platform and the booking system behind it. We are not a transport company, a travel agency or a tour operator: we do not own vehicles, we do not employ drivers, and we do not carry passengers. We operate a booking platform that allows you to reserve a Transfer Service from an independent Transport Provider.

3.2 When you make a Booking, we act as a disclosed intermediary and booking agent. The contract for the carriage itself — the transport contract — is concluded between you and the Transport Provider. Our own contract with you is limited to arranging that booking, handling your payment and providing customer support.

3.3 Each Transport Provider is an independent business. It is not our employee, agent, partner or subsidiary, and we have no control over its vehicles, its drivers, its routes, its driving, or its day-to-day operations.

3.4 The identity of the Transport Provider assigned to your Booking is available on request and, where practicable, is stated in your Booking Confirmation or in the pick-up details sent before travel.

3.5 The Transport Provider is solely responsible for performing the Transfer Service in accordance with the applicable transport, licensing, insurance and road-safety laws in force.

3.6 Service area. All Transfer Services booked through the Platform are performed in the Republic of Tunisia. The carriage itself, and everything connected with it — vehicle licensing, driver qualification, compulsory motor insurance, road traffic rules and any claim arising from an accident — is governed by Tunisian law and falls under the jurisdiction of the Tunisian courts and authorities. The separate contract between you and Reflatech OÜ for the use of the Platform and the arrangement of your Booking is governed by Estonian law, as set out in clause 14.6.

4. Booking and formation of contract

4.1 Prices displayed on the Platform are an invitation to book, not a binding offer.

4.2 Your Booking is only accepted, and a contract only comes into existence, when we send you a Booking Confirmation. Until then, no service is reserved for you.

4.3 You are responsible for the accuracy of the information you give us, in particular: pick-up address, drop-off address, date and time, flight or ferry number, number of Passengers, number and size of items of luggage, and your contact telephone number.

4.4 We may refuse or cancel a Booking, before or after confirmation, if the information you have provided is incomplete, inaccurate or manifestly incorrect, if no Transport Provider is available for the requested route or time, if payment is not received or is reversed, or if we reasonably suspect fraud or misuse of the Platform. Where we cancel for one of these reasons and you are not at fault, we refund the Fare in full.

5. Prices and payment

5.1 Fares are shown in euro (EUR) and are fixed per vehicle, not per Passenger, for the route and vehicle category selected.

5.2 Unless expressly stated otherwise in your Booking Confirmation, the Fare includes the journey described, fuel, tolls and standard driver waiting time as set out in the Cancellation and Refund Policy. It does not include: gratuities, additional stops, parking or entry fees requested by you during the journey, or any charge arising from a change you make after booking.

5.3 Payment is taken in full at the time of booking through our payment provider Stripe. We collect the Fare in our own name and settle with the Transport Provider separately; this does not change our role as described in section 3.

5.4 The Fare is payable in euro to Reflatech OÜ. No payment in Tunisian dinar is required, and the driver is not authorised to collect any additional sum from you beyond what your Booking Confirmation states. Any Tunisian tax, duty or charge applicable to the carriage is the responsibility of the Transport Provider and is already reflected in the Fare.

5.5 Currency conversion charges or fees applied by your bank or card issuer are your responsibility.

6. Your obligations as a Passenger

You agree that you and every Passenger travelling under the Booking will:

• be present at the agreed pick-up point at the agreed time;
• carry all travel documents required for the journey;
• wear seat belts where fitted and comply with all reasonable safety instructions given by the driver;
• not carry any illegal, dangerous or prohibited item;
• not travel while in a condition (for example, intoxication) that presents a risk to the driver, the vehicle or other Passengers;
• not smoke, vape or consume alcohol or drugs in the vehicle;
• supervise minors travelling in your party at all times;
• treat the driver, the vehicle and other Passengers with respect.

The driver may refuse carriage, or end the journey, if this section is breached. In that case no refund is due, and you remain responsible for any damage caused. Any cost of cleaning or repair caused by a Passenger may be charged to you by the Transport Provider directly.

7. Luggage, child seats and vehicle capacity

7.1 The vehicle category you select determines the number of Passengers and items of luggage that can be carried. You must declare all luggage at the time of booking, including oversized items such as sports equipment, musical instruments, pushchairs or wheelchairs.

7.2 If you arrive with more Passengers or more luggage than declared, the driver may refuse to carry the excess. Any additional vehicle required will be charged separately, and no refund is due for a refusal caused by an incorrect declaration.

7.3 Child seats and booster seats must be requested at the time of booking. Where Tunisian law requires a child restraint, it is the responsibility of the Transport Provider to supply the seat requested and the responsibility of the accompanying adult to ensure the child is properly secured.

7.4 Assistance animals are carried in accordance with applicable law; other animals must be requested and agreed in advance.

8. Journey times and punctuality

8.1 Journey times shown on the Platform are estimates. They are not guaranteed and do not form part of the contract. Traffic, weather, road closures, security controls and other conditions outside the Transport Provider’s control may affect them.

8.2 You are responsible for allowing sufficient time for your onward travel. We strongly recommend booking a departure transfer that arrives at the airport at least three hours before an international flight.

8.3 Waiting times, no-shows, delays and what happens if you cannot find your driver are governed by the Cancellation and Refund Policy.

9. Transport Provider standards and insurance

9.1 We select Transport Providers with reasonable care. Each Transport Provider warrants to us in writing that:

• it is a business duly registered in Tunisia and holds the authorisation required under Tunisian law to carry passengers for hire and reward, including any tourist transport licence or transport authorisation issued by the competent Tunisian ministry;
• its vehicles are registered for passenger transport, hold a valid technical inspection (visite technique) and are maintained in roadworthy condition;
• its drivers hold a valid driving licence and any professional card or qualification required under Tunisian law;
• it maintains in force the compulsory motor third-party liability insurance required under Tunisian law, covering transported passengers, together with any additional passenger or professional liability cover required for tourist transport;
• it complies with applicable Tunisian rules on driving hours, rest periods and passenger safety.

The Transport Provider undertakes to supply us with copies of its licence, vehicle registration, technical inspection certificates and insurance certificate, and to notify us immediately if any of them lapses.

9.2 Compliance with those obligations remains at all times the responsibility of the Transport Provider. We are not the insurer of the journey, and we do not verify the day-to-day condition of vehicles or the conduct of drivers.

9.3 Any claim arising from the carriage itself — including personal injury, death, a road traffic accident, loss of or damage to luggage or personal belongings, or the conduct of a driver — lies against the Transport Provider and its Tunisian insurers, under Tunisian law and before the competent Tunisian courts. On request, we will provide you with the name and contact details of the Transport Provider and the reference of your Booking, so that you can pursue such a claim.

9.4 We strongly recommend that all Passengers hold travel insurance covering personal injury, medical expenses, luggage and travel disruption.

10. Our liability

10.1 We are responsible for performing our own obligations to you with reasonable skill and care: taking your Booking, confirming it accurately to the Transport Provider, handling your payment correctly, and providing customer support.

10.2 We are not liable for the carriage. Because we are not the carrier (see section 3), we are not liable for any act, omission, negligence, default or breach of the Transport Provider, its drivers, employees or subcontractors. This includes, without limitation: road traffic accidents; personal injury or death occurring during the Transfer Service; the condition, roadworthiness, cleanliness or comfort of the vehicle; the behaviour, driving standard, punctuality or route choice of the driver; loss of, damage to or theft of luggage or personal items; and any failure by the Transport Provider to hold valid licences or insurance contrary to the warranty it has given us.

10.3 Indirect loss. We are not liable for indirect or consequential loss, including missed flights, missed connections, missed cruises, lost accommodation, loss of earnings, loss of enjoyment, or the cost of alternative transport arranged without first contacting us in accordance with the Cancellation and Refund Policy.

10.4 Cap. Where we are liable to you, our total liability arising out of or in connection with a Booking is limited to the amount of the Fare paid for that Booking.

10.5 What we do not exclude. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our own negligence, for our own intentional misconduct or gross negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under mandatory Estonian or EU law. If you are a consumer, your statutory rights are not affected by these Terms.

10.6 Events outside our control. We are not liable for any failure or delay caused by an event beyond our reasonable control, including extreme weather, natural disaster, epidemic, strike, civil unrest, terrorism, war, road closure, border closure, airport disruption, act of a public authority, or failure of a telecommunications or payment network.

10.7 Information on the Platform. We take care to keep route, price and vehicle information accurate, but we do not warrant that the Platform will be uninterrupted or error-free. Obvious pricing errors do not bind us; where an obvious error occurs we will tell you promptly and offer either the corrected price or a full refund.

11. Complaints

11.1 Please raise any problem with the driver at the time, if it is safe and practical to do so — many issues can be resolved on the spot.

11.2 Complaints should be sent to contact@tunisiashuttle.com within 30 days of the date of travel, quoting your Booking reference and describing what happened. We will acknowledge within 5 working days and aim to respond substantively within 30 days.

11.3 Where a complaint concerns the carriage itself, we will pass it to the Transport Provider and give you the information you need to pursue the matter directly (see clause 9.3).

12. Personal data

We process personal data in accordance with our Privacy Policy, which forms part of these Terms. To perform your Booking we share the details necessary for the journey with the Transport Provider assigned to it, in Tunisia. The Privacy Policy explains what we collect, why, how long we keep it and what rights you have.

13. Intellectual property

All content on the Platform — including text, layout, graphics, logos and software — is owned by or licensed to Reflatech OÜ and may not be copied, reproduced or used commercially without our written permission.

14. General

14.1 Entire agreement. These Terms, together with the Cancellation and Refund Policy, the Privacy Policy and your Booking Confirmation, form the whole agreement between us in relation to your Booking.

14.2 Severability. If any provision is held invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision is replaced by a valid provision reflecting its purpose as closely as possible.

14.3 Changes. We may amend these Terms from time to time. The version in force at the time of your Booking is the version that applies to it.

14.4 Assignment. You may not transfer your Booking to another person without our written agreement. We may transfer our rights and obligations under these Terms to another company, provided this does not reduce your rights.

14.5 Language. These Terms may be published in several languages. In the event of any inconsistency, the English version prevails, except where mandatory consumer law provides otherwise.

14.6 Governing law and jurisdiction. These Terms and any non-contractual obligation arising from them are governed by the law of the Republic of Estonia. Disputes are subject to the jurisdiction of the courts of Estonia. If you are a consumer, this does not deprive you of the protection of the mandatory rules of the law of your country of habitual residence, and you may also bring proceedings in the courts of that country. Claims relating to the carriage itself are governed by clause 3.6.

15. Contact

Reflatech OÜ — Registry code 17328561
Harju maakond, Tallinn, Kesklinna linnaosa, Juhkentali tn 8, 10132
contact@tunisiashuttle.com