Last updated: 7 July 2026
This Booking and Cancellation Policy explains how bookings, changes, cancellations, refunds and airport pickups are handled when you book a transfer, chauffeur service or private tour with North Routes.
Please read these terms carefully before completing your booking. By completing a booking, you confirm that you have read and accepted these terms.
1. Business Details
North Routes is operated by:
CHANTZARIDOU OLGA TOU CHARALAMPOU
Legal form: Sole Proprietorship
Registered address: 15 Frixou Street, Thessaloniki, Greece
G.E.MI. No.: 193225206000
EUID: ELGEMI.193225206000
VAT No.: 127320791
Email: book@northroutes.gr
In these terms, references to “North Routes”, “we”, “us” or “the company” refer to the business above. References to “customer”, “you” or “your” refer to the person making the booking, as well as all passengers included in that booking.
2. Services
North Routes provides pre-booked private transportation services, which may include:
- Transfers to and from airports
- Transfers to and from Thessaloniki and destinations across Northern Greece
- Private driver / chauffeur services
- Private tours and tailor-made travel services
- Additional services selected during booking, where available
All services are provided as private services, unless stated otherwise. The vehicle is reserved exclusively for the passengers included in the confirmed booking.
3. Booking Process and Confirmation
Bookings can be made through our website, booking system, email or another approved communication method.
A booking is considered confirmed only when you receive written confirmation from North Routes by email or another written communication method.
The booking confirmation usually includes key information such as:
- Pickup date and time
- Pickup location
- Destination
- Number of passengers
- Selected vehicle category
- Flight number, where provided
- Price and payment status
- Any additional services, such as child seats or extra waiting time
It is your responsibility to check the booking confirmation carefully. If any detail is incorrect or incomplete, please contact us as soon as possible.
North Routes is not responsible for problems caused by incorrect, incomplete or outdated information provided by the customer, such as an incorrect pickup address, flight number, telephone number, number of passengers or destination.
4. Minimum Booking Notice
Bookings must be made at least 24 hours before the scheduled pickup time.
We may review last-minute requests where availability allows. However, such requests are not guaranteed and may require a different vehicle category, price adjustment or additional confirmation.
5. Prices and Payments
The price shown during the booking process, stated in a written quote or confirmed in your booking is the price that applies to your service, except in cases of an obvious pricing error or a later change to the requested service.
Prices include applicable taxes, unless stated otherwise during checkout or in the written quote.
Full payment may be required at the time of booking or according to the payment terms confirmed for the specific service. Where prepayment is required, the booking is not considered guaranteed until payment has been successfully completed.
North Routes may use secure third-party payment providers to process transactions. We do not store full bank-card details.
Any bank charges, currency-conversion fees or charges imposed by your card provider are not controlled by North Routes.
6. Changes to a Booking
If you need to change the pickup time, route, destination, number of passengers, vehicle category, flight details or any other detail of your booking, please contact us as soon as possible.
Changes requested at least 24 hours before the pickup time are reviewed subject to vehicle and driver availability.
A change may affect the final price if it affects the route, distance, duration, vehicle category, number of passengers, luggage, waiting time or operating schedule.
Changes requested less than 24 hours before pickup cannot be guaranteed. North Routes may accept them only where operationally possible, and additional charges may apply.
Any change is valid only when confirmed in writing by North Routes.
7. Cancellation and Refund Policy
Cancellation at least 24 hours before pickup
You may cancel your booking free of charge up to 24 hours before the scheduled pickup time.
If payment has already been made, you are entitled to a full refund to the original payment method used for the booking.
Cancellation less than 24 hours before pickup
Cancellations made less than 24 hours before the scheduled pickup time are non-refundable.
At this stage, a vehicle and driver may already have been reserved and specific operational preparations may have been made for your journey.
Customer no-show
A booking is considered a no-show when:
- The customer does not appear at the agreed pickup point within the applicable waiting time.
- The customer cannot be contacted using the telephone number provided.
- Incorrect pickup details have been provided and the customer cannot be located.
- The customer does not inform us of a delay, flight change, missed flight or another event affecting the pickup.
- The customer refuses the booked service without reasonable cause.
In the event of a no-show, no refund is provided.
How to cancel
To cancel a booking, please use the cancellation link or cancellation form provided in your booking confirmation, where available.
Alternatively, you may contact us by email at book@northroutes.gr.
A cancellation is considered completed only when you receive written confirmation from North Routes.
Refund processing time
Approved refunds are made to the original payment method used for the booking.
We usually process approved refunds within 7 working days. The time required for the amount to appear in your account may vary depending on your bank, card provider or payment provider.
8. Cancellation by North Routes
In the rare event that North Routes is unable to provide the confirmed service for reasons within its reasonable control, we will offer you one of the following options:
- A suitable alternative service, where available.
- A full refund of the amount paid for the affected booking.
If a delay, change or cancellation is caused by circumstances outside our reasonable control, such as severe weather, road closures, accidents, strikes, restrictions imposed by authorities, natural events, security issues or other force majeure circumstances, we will make reasonable efforts to assist you and find an alternative solution. However, we cannot guarantee the original service or original schedule.
9. Airport Pickups and Flight Delays
North Routes does not provide automatic flight monitoring.
If you provide a flight number, it is recorded only as booking-reference information. You remain responsible for informing us immediately of any flight delay, cancellation, flight-number change, missed connection, early arrival or any other change that may affect your pickup.
For airport pickups, we provide up to 60 minutes of free waiting time from the scheduled pickup time stated in the booking confirmation.
This waiting time applies unless a different waiting period has been agreed in writing or a relevant additional service has been added during booking.
During the waiting period, your mobile phone must be switched on and available. If you cannot locate your driver, please contact us using the details provided in your booking confirmation.
If you do not appear within the applicable waiting time, are not available on the telephone number provided, or do not inform us of a delay, the booking may be considered a no-show and no refund will be provided.
If we are informed of a flight delay in time, we will make reasonable efforts to adjust the pickup time. This always depends on vehicle and driver availability. A new pickup time, replacement vehicle, additional waiting time or price adjustment may apply.
10. Waiting Time During the Transfer
The service includes transportation from the agreed pickup point to the agreed destination, according to the details of the confirmed booking.
Additional stops, extended waiting time, route changes or changes requested during the transfer may be possible only at the driver’s discretion and where allowed by the service schedule.
Additional waiting time may be charged according to the price shown during booking, agreed in advance or confirmed at the time of the request.
North Routes is not required to provide additional waiting time that has not been pre-booked or agreed.
11. Vehicles, Passengers and Luggage
The customer is responsible for accurately declaring the number of passengers, luggage and any special requirements at the time of booking.
Vehicle selection is based on the number of passengers, the number and size of luggage items, and the special requirements declared during booking.
North Routes cannot guarantee that all passengers and luggage can be transported safely if the information provided is incomplete or inaccurate.
For safety and legal reasons:
- The number of passengers must not exceed the legal capacity of the vehicle.
- Luggage must fit safely in the selected vehicle.
- Large luggage, sports equipment, bulky items, wheelchairs, strollers, pets or special equipment must be declared in advance.
- Undeclared luggage or additional passengers may require a larger vehicle, an additional vehicle or a price adjustment.
- North Routes may refuse to carry out the transfer if the vehicle is overloaded, unsafe or does not comply with applicable legal requirements.
No refund is provided if the service cannot be carried out because the customer selected an unsuitable vehicle category or provided incorrect passenger or luggage information.
12. Child Seats
Child and baby seats may be requested during booking, subject to availability.
The customer is responsible for providing accurate information about the child’s age, height and weight so that the most suitable seat can be arranged.
North Routes will make reasonable efforts to provide the requested child-seat category. However, availability must be confirmed in advance, and a child-seat request is not considered guaranteed unless it is stated in the booking confirmation.
13. Passenger Responsibilities and Conduct
All passengers must behave respectfully and safely throughout the service.
For the safety and comfort of passengers, drivers and vehicles:
- Seat belts must be worn where provided.
- Smoking, electronic cigarettes and the use of illegal substances are prohibited inside the vehicle.
- Excessive intoxication, aggressive behaviour, threats, harassment or any other unsafe behaviour are not accepted.
- Passengers must follow reasonable instructions given by the driver for safety, legal or operational reasons.
- Passengers are responsible for any damage caused to the vehicle by themselves, children, pets or items under their control.
North Routes and the driver reserve the right to refuse or terminate a transfer if a passenger’s behaviour creates a safety risk, causes damage to the vehicle, violates the law or seriously affects the driver or other passengers.
In such cases, no refund is provided, and the customer may be charged reasonable cleaning, repair or damage-restoration costs.
14. Private Tours and Tailor-Made Services
Private tours, chauffeur services charged by the hour and tailor-made programmes may be provided upon quotation.
The confirmed quote, programme and booking confirmation will state, where applicable:
- Service duration
- Pickup and drop-off points
- Vehicle category
- Agreed route or programme
- Services included and excluded
- Entrance tickets, meals, guide services, tolls, parking or other additional charges
- Any specific payment or cancellation terms
Where a private tour includes tailor-made elements or third-party services, the terms stated in the written quote or booking confirmation also apply. In the event of a conflict, the specific written terms of the confirmed tour take precedence.
North Routes may adjust a tour programme where required due to weather conditions, road conditions, closed sites, traffic, safety issues, restrictions imposed by authorities or other circumstances outside our reasonable control.
15. Delays and Journey Times
Estimated journey times are provided in good faith and are based on normal conditions. They are not guaranteed arrival times.
Traffic, weather conditions, roadworks, accidents, demonstrations, checks, public events and other unforeseen circumstances may affect the duration of the transfer.
Customers must allow sufficient time for flights, appointments, events, cruise departures and other activities with strict schedules.
North Routes makes reasonable efforts to provide its services on time but is not responsible for delays caused by circumstances outside its reasonable control.
16. Personal Belongings and Lost Property
Passengers are responsible for their personal belongings throughout the service.
Please check the vehicle carefully before leaving. North Routes is not responsible for loss, theft or damage to items left in the vehicle, unless such liability cannot be excluded under applicable law.
If an item is found, we will make reasonable efforts to contact the customer. The customer is responsible for any reasonable delivery, courier or return costs.
17. Limitation of Liability
North Routes provides its services with reasonable care and professionalism.
Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or breach of mandatory consumer rights.
To the maximum extent permitted by applicable law, North Routes is not responsible for indirect losses, missed flights, missed events, missed connections, loss of business opportunity, loss of enjoyment or additional expenses caused by circumstances outside our reasonable control.
18. Complaints
If you are not satisfied with any part of our service, please contact us as soon as possible so that we can review the matter and respond to you.
Complaints can be sent by email to book@northroutes.gr. Please include your booking number, journey date, full name and a clear description of the issue.
Where possible, complaints should be submitted within 7 days from the date the service was provided.
19. Personal Data
North Routes processes personal data in accordance with its Privacy Policy.
We use your booking details only to the extent necessary to manage the booking, provide the service, process payments, communicate with you, comply with legal obligations and improve customer service.
For more information about how we collect, use, store and protect your personal data, please read our Privacy Policy.
20. Applicable Law and Jurisdiction
These Booking Terms and Cancellation Policy are governed by Greek law.
Any dispute relating to a booking or provided service falls under the jurisdiction of the competent courts of Greece, without affecting any mandatory consumer rights provided by applicable law.
21. Changes to This Policy
North Routes may update this policy from time to time.
The version published on the website at the time of booking is the version that applies to that booking, unless a later change is required by law or has been otherwise agreed in writing.
For questions about a booking, cancellation or refund, you may contact us:
North Routes
Email: book@northroutes.gr
Registered address: 15 Frixou Street, Thessaloniki, Greece
