Terms and conditions
1. Who you are booking with
RideNord, Borgbjergsvej 48, 2450 Copenhagen, Denmark. CVR 46638581, licence for paid passenger transport no. 24236638. Phone +45 93 92 45 00, hello@ridenord.dk. These terms apply to every transfer, hourly booking and guided tour we carry out.
2. Booking and confirmation
A request sent through the website is not yet a booking. The booking exists when we reply with a written confirmation stating the price, the vehicle and the pick-up time. Please check that the confirmation matches what you expect, and tell us within 24 hours if anything is wrong.
For airport and cruise pick-ups we need the flight or ship number. Without it we cannot track delays and cannot guarantee that the driver waits.
3. Prices
All prices are in euro per vehicle and include fuel, tolls, bridge fees, parking during the trip and bottled water. Child seats cost €25 each. Passenger transport is exempt from Danish VAT. Prices are fixed at confirmation and are not recalculated afterwards, unless you change the route, the number of passengers or the vehicle.
Pick-ups between 20:00 and 06:00 carry a supplement of 25 percent. Hourly bookings are charged from the agreed start time, in full hours, minimum 3 hours. The car is €100 per hour for the sedan and €135 for the minivan; an authorised guide is €81 per hour for the whole group. A single airport or cruise transfer is charged as one unit at the same rate.
4. Payment
Bookings made online at a fixed price are paid in full when booking, by card, Apple Pay or Google Pay; payments are processed by Stripe. Requests we confirm by hand (pick-ups between 20:00 and 06:00, bookings less than 4 hours ahead, tours with a guide and trips outside our fixed zones) are paid as stated in the confirmation: by card in the car, MobilePay, cash or bank transfer. Business customers can be invoiced with eight days' payment term once an account is agreed in writing.
5. Waiting time
Airport pick-ups include 60 minutes of free waiting from the actual landing time. Cruise terminal pick-ups include 15 minutes. All other pick-ups include 15 minutes. After that, waiting is charged at 35 EUR per started 30 minutes.
6. Changes, cancellation and no-show
Cancellation more than 24 hours before the pick-up time is free, and any prepayment is refunded in full to the card used. Cancellation within 24 hours of the pick-up time is not refunded. A passenger who does not appear at the agreed place and cannot be reached by phone within the free waiting time is charged in full.
If a flight or ship is delayed or cancelled, tell us as soon as you know. We move the booking at no cost as long as a vehicle is available.
We may cancel a booking if weather, road closures, strikes or similar conditions make the trip unsafe. In that case you pay nothing and any prepayment is refunded within 14 days.
7. Passengers and luggage
The number of passengers may not exceed the capacity of the booked vehicle: three in a sedan, six in a minivan. Sedans take three normal suitcases, minivans six. Tell us in advance about oversized items such as golf bags, skis, bicycles or wheelchairs, so we send the right vehicle.
Seat belts are compulsory. Danish law requires a suitable child seat for children under 135 cm; tell us the child's age and height when you book and we fit it free of charge. Smoking, including e-cigarettes, is not allowed in our vehicles.
Assistance and guide dogs travel free. Other animals only by prior agreement and in a suitable carrier.
8. Guided tours
Guided tours are carried out by authorised guides working with RideNord. Which guide is assigned is confirmed by e-mail before the tour. If the assigned guide falls ill we offer a replacement guide, a new date or a full refund.
Tours run in most weather. Parts of a tour that take place outdoors may be shortened for safety in a storm or extreme cold; the price is not reduced for that, but we extend the indoor part where possible.
Entrance tickets to museums, palaces and attractions are not included unless the confirmation says so.
9. Delays and liability
We plan every airport transfer with a margin for normal traffic. We are not liable for missed flights, ships or connections caused by traffic, weather, road works, accidents or other conditions outside our control, or by a pick-up time chosen by you that leaves too little margin. We are happy to advise on a realistic pick-up time.
Our liability is limited to the price of the booking, except where Danish law provides otherwise. We are insured for passenger liability with Alm. Brand as required by Danish law.
10. Items left behind
Tell us as soon as you notice. We keep found items for 30 days and return them by courier at your cost, or hold them for collection at our office.
11. Damage
Damage caused deliberately or by gross negligence, including soiling that takes the vehicle out of service, is charged at the documented cleaning or repair cost.
12. Complaints and applicable law
Write to hello@ridenord.dk within 14 days of the trip. We answer within five working days. These terms are governed by Danish law. Consumers may bring a complaint to the Danish Competition and Consumer Authority's Centre for Complaint Resolution, and use the EU online dispute resolution platform.
Have these terms checked by a Danish lawyer or your insurer before they go live on ridenord.dk.