These Terms & Conditions apply to all airport transfers, private charters and other transport services provided by U-Go Airport Transfers & Charters (“U-Go”, “we”, “us” or “our”).
By requesting, booking or using our services, you agree to these Terms & Conditions. If you do not agree, please do not proceed with a booking or use our services.
For the purposes of these Terms & Conditions:
U-Go provides private, pre-booked airport transfers, private journeys and charters, primarily in the Garden Route.
Customers must provide accurate and complete information when requesting a quotation or making a booking.
This includes, where applicable:
U-Go may request additional information where reasonably necessary to assess availability, vehicle suitability, pricing or the arrangements for the journey.
Customers are responsible for checking that the information supplied is correct. Incorrect or incomplete information, particularly concerning passenger numbers, luggage or flight details, may affect the service that can be provided.
All quotations are based on the journey details supplied by the customer.
A quotation is not a confirmed booking and does not guarantee that the requested vehicle or time slot will remain available.
Full payment is required before a booking is confirmed. U-Go does not accept deposits as confirmation of a booking.
Payment may be made by:
A booking is confirmed only once the required full payment has been received by U-Go.
Until payment is received and confirmation has been issued, the requested journey remains subject to availability. Accepting a quotation or indicating an intention to pay does not, by itself, secure the booking.
Following receipt of payment, U-Go will send booking confirmation and the relevant journey arrangements, normally by WhatsApp.
Customers should notify U-Go as soon as possible if they need to change a confirmed booking.
U-Go will communicate any revised fare or arrangements before proceeding with a change.
The cancellation and refund policy depends on how far in advance the original booking was made.
For a booking made more than 72 hours before its scheduled travel time:
A booking made 72 hours or less before its scheduled travel time is non-refundable if cancelled by the customer.
This applies to short-notice, same-day and on-demand bookings, including where the customer cancels shortly after making the booking.
Customers must notify U-Go directly if they wish to cancel a booking. The applicable cancellation period is measured against the scheduled travel time, not the time at which the customer sends a payment or booking enquiry.
For airport transfers, customers must provide accurate flight details and keep their mobile phones switched on and accessible after landing.
U-Go monitors flight information and coordinates collection with the passenger. Once the aircraft has landed, the passenger should contact the assigned driver when they have collected their luggage and are ready for pickup, following the arrival instructions supplied by U-Go.
The driver will meet the passenger at the agreed airport collection point and assist with luggage.
Customers should allow sufficient time for disembarkation, immigration or other arrival formalities where applicable, and baggage collection.
U-Go monitors flight information and will make reasonable efforts to adjust collection arrangements when a flight is delayed or arrives earlier than scheduled.
Flight delays, traffic conditions and other operational circumstances may affect collection times. Unlimited waiting cannot be guaranteed.
Our Toyota Rumion SX vehicles have seven seats, including the driver, and can therefore carry a maximum of six passengers.
The amount of luggage that can be carried depends on the number of passengers and the size, shape and quantity of their bags.
Customers must disclose their passenger numbers and luggage requirements when requesting a quotation. Ordinary airline suitcases are assumed unless otherwise stated.
Five or six passengers may only be accommodated where luggage is limited. Four passengers or fewer will generally allow more practical luggage capacity.
U-Go reserves the right to assess whether the stated passenger and luggage combination can be carried safely and comfortably. If the information supplied is inaccurate or luggage is substantially larger or more numerous than disclosed, U-Go cannot guarantee that everything will fit.
U-Go can provide up to two infant or toddler car seats per transfer, at no additional charge, subject to availability.
Customers must not assume that a child seat will be available unless it has been requested and confirmed in advance.
Transfers are arranged as direct journeys between the agreed pickup and drop-off locations.
Customers must ensure that U-Go has the correct destination address before the journey begins.
Driver assistance with loading and unloading passenger luggage is included in the transfer service.
Our vehicles are equipped with air conditioning and offer passenger comfort features such as bottled water and USB charging connections. Wi-Fi may be available on request but is not guaranteed on every journey.
Passengers are responsible for their personal belongings and must ensure that all belongings are collected when leaving the vehicle.
Passengers must behave respectfully towards the driver, other passengers and the vehicle.
Passengers must:
The driver may refuse to continue a journey or may take appropriate action where passenger conduct creates a safety risk, causes serious disruption or makes it unreasonable to continue providing the service.
A passenger may be treated as a no-show where U-Go has made reasonable efforts to contact and locate the passenger but cannot find them at the agreed airport collection point or pickup location.
For airport collections, reasonable efforts may include WhatsApp messages, telephone calls and the driver physically entering the arrivals area to search for the passenger.
A passenger who is present and contactable but is still completing normal arrival formalities or collecting luggage will not automatically be treated as a no-show.
No refunds are provided for confirmed bookings where the passenger is a no-show.
If a mechanical problem or other unexpected incident prevents a journey from continuing, U-Go will make reasonable efforts to arrange a replacement vehicle or alternative transport where possible.
U-Go will communicate with affected passengers and manage alternative arrangements as circumstances allow.
Breakdowns, accidents, emergency-service activity, road closures and other incidents may cause delays or disruption. The availability and timing of replacement arrangements cannot be guaranteed.
Any journey duration or arrival time supplied by U-Go is an estimate based on expected road and traffic conditions.
Traffic congestion, accidents, roadworks, weather, road closures, public-authority instructions and other unforeseen circumstances may increase journey times.
U-Go will make reasonable efforts to operate reliably and communicate material delays, but cannot guarantee an exact arrival time where circumstances are outside its control.
U-Go aims to maintain its vehicles and operate its services in accordance with applicable transport and road-safety requirements.
Our vehicles are maintained and inspected, and our drivers hold the relevant professional driving credentials and operating documentation required for the services they provide.
U-Go's vehicles have passenger liability insurance of up to R5 million.
We strive to provide reliable and safe services, but we are not liable for:
Our vehicles have up to R5 million passenger liability insurance. Maximum liability is limited to the cost of the booked service.
Any complaint or concern relating to a journey must be submitted to U-Go in writing within 48 hours of completion of the service.
Customers should provide their booking details and a clear description of the issue so that U-Go can review it.
Complaints received after this period may not be considered.
In addition to airport transfers, U-Go may accept requests for private journeys, charters, local transport, sightseeing trips and longer-distance transfers.
These services are subject to availability, operational feasibility and a separate quotation where applicable.
A request for an additional journey is not confirmed until U-Go has accepted the arrangements and, where required, received payment.
U-Go normally handles customer enquiries and booking communications through WhatsApp, telephone and email.
Normal customer support hours are 05:30 to 20:30. Enquiries received outside these hours may be acknowledged automatically and answered as soon as reasonably possible.
After a booking has been confirmed, customers will receive the relevant contact information for their journey.
These Terms & Conditions are governed by the laws of the Republic of South Africa.
For bookings, questions or complaints, please contact U-Go Airport Transfers & Charters:
By making or using a booking with U-Go Airport Transfers & Charters, the customer acknowledges and agrees to these Terms & Conditions.