Terms & Conditions

1. Company information and scope

1.1 Protso OÜ operates protso.com. Estonian registry code: 14404876; VAT: EE102066557. Registered address: Järvevana tee 9, Kesklinna linnaosa, Tallinn, Harju maakond, 11314, Estonia. Contact team@protso.com for enquiries, cancellations and complaints. Booking documents provide the operational assistance contact.

1.2 Protso OÜ sells standalone transfers, day tours and activities lasting less than 24 hours without overnight accommodation. This website does not sell FIT packages, multi-day tours, accommodation packages, MICE or congress arrangements. Separate services are not represented as a package holiday. Existing bookings retain their agreed terms and mandatory legal protections.

1.3 These Terms apply to new bookings made on or after their effective date. They do not retrospectively change a confirmed reservation, an OTA booking or an individually negotiated agreement.

2. Definitions and contract documents

2.1 “We”, “us” and “Protso” mean Protso OÜ. “You” means the person making the booking and, where relevant, the traveller receiving the service. A “supplier” is the transport operator, guide, destination management company (DMC), activity operator or other independent business delivering a service. A “booking confirmation” is our express confirmation of the services accepted, not an automated acknowledgement that an enquiry has arrived.

2.2 A “leg” is a separately scheduled journey. A “no-show” is the substantiated non-attendance described in section 18. “Local time” means the civil time, including daylight-saving rules, at the relevant service location on the service date.

2.3 Mandatory law prevails. Subject to it, expressly agreed individual arrangements prevail over applicable product-specific conditions, which prevail over these general Terms. Product conditions must be accessible before purchase; a supplier cannot introduce a new fee or restriction after purchase merely by including it in a voucher.

2.4 The confirmation, accepted itinerary, inclusions, cancellation schedule and version of these Terms form the contract record. An ambiguity is not resolved automatically in our favour. Information required by law cannot be overridden by a lower-priority document.

3. Our contracting role and delivery partners

3.1 Protso OÜ is the seller and booking contact for services it sells in its own name on protso.com. Transport, guiding and activities are performed by independent local suppliers, including DMCs, transport operators and drivers. Protso does not itself drive the vehicles or operate the experiences. This delivery model does not remove our contractual or statutory responsibilities for the service we sell.

3.2 Where a specific product is genuinely sold by us solely as a disclosed agent, the contracting supplier, its address and applicable conditions must be identified before you become bound, and that agency role must be stated in the booking documentation. We remain responsible for obligations attributable to our agency service. A later supplier allocation does not retrospectively turn a direct sale into an agency sale.

3.3 The actual services and booking arrangements determine the applicable legal rights. These Terms do not remove mandatory package-travel protections if an arrangement legally qualifies as a package; such arrangements require separate pre-contract information and cannot be sold under this standalone-service policy.

4. Eligibility, lead booker and bookings for others

4.1 The lead booker must be at least 18 and legally able to make the booking, or act through an authorised adult. They must have authority to submit the booking for the named travellers, provide accurate contact details and pass on essential instructions and conditions.

4.2 The lead booker is the ordinary contact for amendments and group communications. A cancellation or material change affecting another traveller may require evidence of authority. This is a reasonable verification measure, not a basis to ignore a cancellation received before its deadline.

4.3 You must provide the details needed to deliver the booked service, including accurate passenger numbers and the age or size information required for restraints or activity eligibility. Do not provide unnecessary identity documents or health information through ordinary free-text fields.

4.4 Businesses booking for employees, clients or crew must identify the business and the authorised representative. A trade account does not automatically remove a traveller’s mandatory rights.

5. Quotes, availability and contract formation

5.1 An enquiry, indicative search result or quotation marked subject to availability is not a confirmed reservation. A quote is valid only for its stated route, dates, party, currency, inclusions and validity period. Availability may change before acceptance.

5.2 For a direct online purchase, review the order summary, service conditions and total before pressing the payment button. Payment must be confirmed before a booking enters our operational reservation system. The contract is accepted when we issue the explicit booking confirmation following successful payment. A pending payment or card authorisation alone is not a confirmed service.

5.3 If payment is taken but we cannot accept or supply the booking, we will notify you and return the amount due without using a customer cancellation penalty. An alternative service is subject to your agreement where it materially changes the booked service.

5.4 Keep your confirmation accessible. Notify us promptly of missing or incorrect information. We remain responsible for our own booking-system or processing errors; checking the confirmation does not transfer all such risk to you.

6. Prices, inclusions and currency

6.1 The order summary must show the final price, payment currency, applicable taxes and any unavoidable charges that can reasonably be calculated. It must identify whether a price is per vehicle, person or group. Optional extras are charged only when selected or expressly agreed.

6.2 The route price covers the confirmed pickup and drop-off, vehicle category, passenger and luggage allowance and listed inclusions. Extra stops, materially changed destinations, additional waiting or extra equipment may require a revised quote. A driver cannot demand an undisclosed arbitrary supplement for the originally agreed service.

6.3 Where a local charge cannot reasonably be calculated in advance, its nature and calculation basis must be disclosed before purchase. Your bank or card issuer may impose conversion costs independently of us. The displayed payment currency controls the charge; an indicative currency display is not a promise about your bank’s exchange rate.

6.4 After confirmation, a supplier’s fuel-price increase or internal procurement change does not automatically increase your price. Customer-requested changes require a revised price to be disclosed and agreed before the changed service is supplied.

7. Payment security and full payment

7.1 Use only payment channels identified by Protso in the booking process. Never send complete card details, security codes or account passwords in email or chat. Card transactions use the payment provider shown at checkout; retain the transaction reference.

7.2 Direct online bookings require full payment before confirmation. An interrupted or unsuccessful payment does not reserve a vehicle or activity place. We do not provide a service on the assumption that an unpaid booking will be settled later.

7.3 We may make proportionate checks for suspected fraud or unauthorised payment. A verification request must use a secure channel and be limited to relevant information. Where a transaction cannot proceed, we will explain the service status and deal with any captured funds lawfully.

8. Booking details, requests and amendments

8.1 Provide exact pickup and destination details, a reachable contact number and any flight, train or vessel reference requested. A town or district name alone may not identify the pickup or drop-off. If your hotel or meeting point changes, notify us before travel.

8.2 A special request is not guaranteed unless expressly accepted in the confirmation. This includes a named vehicle model, a particular guide, unusual luggage and accessibility arrangements. We must identify a request we cannot fulfil rather than imply it has been accepted.

8.3 A change request does not automatically amend the booking. We will state availability, any genuine additional cost and its effect on cancellation terms before you accept. We will not silently cancel the original booking while a change is merely being discussed.

8.4 We may verify the sender’s authority before making a material change or releasing personal information. Where an error is ours, we will address it without treating the correction as a chargeable customer amendment.

8.5 For direct transfers, self-service change requests are available only while at least 24 hours remain before the affected pickup, measured in its service-location time zone. Within 24 hours, contact the supplier or Protso for operational assistance. A chat message is not a confirmed amendment; urgent flight changes must still be communicated. Mandatory rights and remedies for service failures remain unaffected.

9. Cancellation channels and timing

9.1 For direct bookings, request cancellation through the authenticated customer panel or email team@protso.com with the booking reference, lead name and leg to cancel. Receipt in the designated channel determines timing, not the time an employee responds. A supplier-chat message does not automatically cancel or amend a booking. Retain the acknowledgement and contact Protso if it is missing.

9.2 Tell us clearly whether you wish to cancel one leg or the whole booking. We will not assume cancellation of a return journey merely because the outward leg was unused. A message to an unrelated driver or social-media account may not reach the booking team; we will nevertheless consider proof that an authorised representative received it.

9.3 Cancellation deadlines are calculated from the confirmed service start in its local time zone. For a flight arrival, the deadline basis must be stated before purchase; later flight tracking does not silently rewrite the contractual cancellation deadline.

9.4 No cancellation fee applies merely because you ask about available options. A change request that cannot be fulfilled becomes a cancellation only if you cancel or the contract otherwise lawfully ends.

10. Direct transfer cancellation charges

10.1 For a new standalone transfer sold directly by Protso under this policy, cancellation received at least 24 hours before the confirmed pickup time is free of charge. At exactly 24 hours remaining, the free-cancellation rule applies.

10.2 For cancellation received less than 24 hours before pickup, or a genuine passenger no-show, the stated charge is 100% of the price of the affected leg. It does not apply where the failure is attributable to Protso or its supplier, or where mandatory law grants a different remedy. The charge must remain lawful and proportionate; any legally required reduction for avoided costs, resale or other circumstances will be applied.

10.3 A separately priced return leg is assessed against its own pickup time. If the booking has a combined or discounted price, the leg allocation must be disclosed before purchase; it cannot be invented after cancellation in order to increase the charge.

10.4 This policy does not replace the cancellation schedule for an OTA booking or a day tour or activity. A non-refundable special transfer tariff may not be introduced after booking or assumed from the price alone.

11. Refund processing and payment disputes

11.1 We will identify the refundable amount, any justified deduction and the affected service. Refunds are ordinarily made to the original payment method and payer. A different destination requires appropriate verification to prevent fraud. We do not deduct an undisclosed processing charge from an otherwise full refund.

11.2 A voucher or credit will be offered instead of money only where you voluntarily choose it or the law permits it. The value, expiry and restrictions of a voluntary credit must be explained before acceptance.

11.3 Eligible direct-booking refunds will be initiated without undue delay and no later than 14 calendar days after effective termination, unless an earlier statutory deadline applies. The exact bank posting time depends on the payment provider and issuer. A mandatory deadline is not extended merely because a supplier has not reimbursed us.

11.4 Contact us if a refund appears missing and retain the refund reference. This does not remove your right to contact your payment provider or dispute a transaction. We may respond to a payment dispute with relevant records. No amount may be recovered twice for the same loss.

12. Pickup instructions and service times

12.1 Follow the confirmed meeting point and instructions, including terminal, exit, hotel entrance or station location. Carry the booking reference and keep the supplied telephone reachable around pickup. Tell us if access restrictions or a different entrance may prevent the vehicle reaching you.

12.2 The booked pickup time and the included waiting allowance must be visible in the service information. A map pin or journey-duration estimate is an aid and does not replace the agreed meeting point. Where a location cannot safely or lawfully be reached, we will explain a reasonable nearby meeting point.

12.3 Be ready with your party and luggage at pickup. The driver must also attend the correct place and time. If you cannot find each other, use the operational contact in your confirmation promptly rather than assuming the other party has cancelled.

12.4 Local time applies separately to each pickup. You should check overnight dates, daylight-saving changes and airports with similar names; our own incorrect confirmation remains our responsibility.

13. Airport, station and port arrivals

13.1 Provide the arrival service number and date if the booking requires it. The product must state whether arrival monitoring is included and whether pickup is tied to scheduled arrival, actual arrival or a fixed time. Monitoring depends on reliable information and is not a promise of unlimited standby.

13.2 Notify us of cancellations, diversions, missed connections or a replacement flight. If your arrival changes beyond the included arrangements, we will assess driver availability, alternative pickup and any charge disclosed or agreed. A disrupted arrival must not automatically be marked as passenger no-show without examining the applicable arrangement and communication.

13.3 Immigration, baggage reclaim and terminal changes can affect meeting time. Included waiting must have a stated starting trigger. We will not charge extra waiting without explaining the applicable allowance and rate.

13.4 An airport transfer does not include airline rebooking or guarantee an airline’s performance. Any responsibility for our failure to perform the transfer is assessed separately under the liability provisions.

14. Departure transfers and missed connections

14.1 When booking a departure transfer, allow for the airline or carrier’s check-in, baggage and boarding deadlines, normal traffic, security processing and an appropriate contingency margin. Tell us about a fixed connection and any specific arrival requirement when requesting the service.

14.2 If we recommend or agree a pickup time for a disclosed connection, we must exercise reasonable care in doing so. If you insist on a later pickup after a clear warning, retain that communication; its relevance to a later loss will depend on causation and applicable law.

14.3 Journey estimates are not an unconditional arrival guarantee. However, neither ordinary traffic nor the fact that a supplier drove the vehicle automatically excuses an avoidable delay, unreasonable scheduling or a failure to attend.

14.4 If a delay threatens your connection, contact operational support immediately if practicable. We will consider a reasonable replacement or other mitigation. In an urgent situation you need not wait indefinitely for approval before taking a reasonable necessary step; retain receipts and explain why it was needed.

14.5 Claims for missed flights, trains, cruises or consequential expenses are assessed on the agreed service, breach, causal link, foreseeability, reasonable mitigation and applicable law. We do not promise to reimburse every downstream cost, and we do not exclude every missed-connection claim regardless of fault.

15. Vehicles, capacity, luggage and substitutes

15.1 Unless expressly sold as a guaranteed model, photographs and model examples illustrate a vehicle category. A substitute must meet the confirmed category, passenger capacity, luggage needs and accepted essential requirements. A materially inferior substitute is not automatically equivalent.

15.2 Passenger capacity and luggage capacity are separate limits. Declare large cases, mobility equipment, bicycles, sports equipment and other oversized items before booking. An additional or larger vehicle may be required at an agreed price if the original information was incomplete.

15.3 We must not carry more passengers or luggage than the vehicle can safely and lawfully accommodate. Where an incorrect description supplied by us causes a capacity failure, we must address it as a service issue, not an undisclosed passenger supplement.

15.4 Secure your belongings and check the vehicle when leaving. Report lost property promptly with identifying details. Reasonable return arrangements and any actual delivery cost can be agreed; no guarantee is made that an item will be found.

16. Children, accessibility and assistance

16.1 Specify children’s ages and any information necessary to select lawful restraints. Child-seat availability and any price must be confirmed before purchase. An adult’s willingness to proceed does not authorise a driver to disregard applicable safety law.

16.2 Disclose practical accessibility needs early so we can check vehicle access, wheelchair storage, boarding assistance and any activity limitations. A generic “van” or “accessible” image does not confirm suitability for a particular mobility aid.

16.3 We will explain known limitations and accepted arrangements. We will not reject or surcharge a traveller unlawfully because of disability. If a specific requirement has been accepted, it forms part of the service.

16.4 Minors must be accompanied unless a dedicated unaccompanied-minor arrangement is expressly offered and legally permissible. The lead adult remains responsible for appropriate supervision, without removing the operator’s own safety duties.

17. Additional stops, waiting and safe conduct

17.1 The transfer covers the confirmed itinerary. Detours, shopping stops or time at an additional address require agreement and may change the price or available driving time. A driver may refuse an unsafe, illegal or operationally impossible request.

17.2 Additional waiting may be charged only on a basis disclosed before purchase or expressly agreed for a change. Explain the elapsed time and charge. Waiting caused by our failure to provide the agreed service is not automatically chargeable to you.

17.3 Wear seatbelts and follow reasonable safety instructions. Smoking, illegal substances, threatening conduct, dangerous items and conduct that prevents safe transport are prohibited. Pets require advance confirmation except where legal rights apply to assistance animals.

17.4 A service may be refused or stopped where there is a genuine safety or legal reason. Where practicable, provide a warning and an opportunity to remedy the issue. Any retained amount must reflect the contract and law; termination is not a licence to impose an arbitrary fine.

17.5 You may be asked to reimburse reasonably evidenced damage or extraordinary cleaning attributable to your party, taking account of normal wear and other causes. We will provide the basis for the claim and a way to dispute it; this clause does not authorise an unagreed automatic card debit.

18. No-show evidence and classification

18.1 Before treating a passenger as a no-show, the service record should establish the correct pickup place and time, driver attendance, expiry of the disclosed waiting allowance and reasonable contact attempts using the details supplied. The passenger must have had a reasonable opportunity to locate the driver.

18.2 If the driver was absent, attended the wrong place, departed before the agreed allowance or gave unusable instructions, the failure must not be labelled passenger no-show merely because the service did not occur.

18.3 An express cancellation remains a cancellation, even if received inside the chargeable period. We will not reclassify it as no-show to create a false record or obtain a charge not otherwise due.

18.4 We will consider your contrary evidence and explain the basis of a disputed charge. Logs, timestamps, communications and photographs may be relevant, but none is automatically conclusive. Records must be handled in accordance with privacy obligations.

19. Provider failure, substitution and urgent assistance

19.1 Contact the operational assistance channel if a vehicle or guide has not arrived. Where the service is our contractual responsibility, we will assess the situation and seek a suitable remedy, including an available replacement. Changing the subcontractor does not itself change the customer’s agreed terms.

19.2 A proposed materially different service requires appropriate explanation and agreement. If an inferior alternative is accepted, any resulting price reduction or other remedy remains available where required. If no acceptable service can be supplied, the unprovided service is dealt with under the refund and liability clauses.

19.3 Do not incur extravagant or unnecessary replacement costs. Equally, urgent safety or connection needs may make a reasonable alternative necessary before we can respond. Document the circumstances and retain evidence; each reimbursement claim will be assessed fairly.

19.4 Our contractual recovery against a supplier is a separate matter. A customer’s remedy that is due from us is not suspended indefinitely while we argue with the supplier or its insurer.

20. Day tours and activities

20.1 The product description must identify the date, duration or approximate duration, meeting/pickup arrangements, private or shared format, language, inclusions, exclusions and relevant participation conditions. A booking for a shared tour does not reserve the whole vehicle, boat or group.

20.2 Check age, height, weight, swimming ability, certification and other genuine safety requirements stated for the activity. Provide accurate information and ask before booking if uncertain. Do not send unnecessary medical records; any essential sensitive information requires an appropriate process.

20.3 Guides and operators may give reasonable safety instructions, adjust the sequence for operational reasons or stop an activity that cannot safely proceed. Such discretion is not a right to replace the essential experience with a substantially different one without the remedies required by law.

20.4 Adventure activities may involve inherent risks described before purchase. Participation is not a waiver of all liability for negligent organisation, defective equipment, inadequate instruction or non-excludable injury claims.

20.5 Only meals, entrance tickets, equipment, transport and other items expressly included are covered. Optional purchases and tips are voluntary unless a mandatory charge was clearly disclosed and lawfully included before booking.

21. Tour cancellations, weather and minimum numbers

21.1 Standalone tour and activity cancellation terms must be displayed for the particular product before payment. The transfer 24-hour policy does not automatically apply. A non-refundable admission ticket or supplier commitment must be identified before purchase; it cannot be added after the customer cancels.

21.2 Where a minimum participation requirement applies, disclose the minimum and the last date by which cancellation for insufficient numbers may be notified. A product must not be sold with an undefined right to cancel at any time for commercial convenience.

21.3 If weather or a closure prevents the essential activity, we will explain the available alternative, rescheduling or refund. A customer is not obliged to accept a materially different experience as complete performance. A merely different order of stops may be reasonable if the essential service remains as agreed.

21.4 If you voluntarily leave a properly delivered activity, a refund for unused elements is not automatic. This does not remove remedies where the reason for leaving was a material service failure or a protected legal ground.

21.5 The guide’s safety decision may be necessary even where a traveller disagrees. We will still consider whether the paid service was supplied and what refund or other remedy is due; “weather” is not a universal answer to every complaint.

22. Extraordinary events and limits of performance

22.1 An event beyond reasonable control may affect performance, including serious restrictions, natural disasters or a genuine safety emergency. The relevant question is its actual impact and whether the consequences could reasonably have been avoided, not merely the label given to it.

22.2 We will communicate material disruption, take reasonable steps to limit its effects and assess alternatives. Ordinary supplier unavailability, predictable seasonal demand or an internal pricing error is not automatically an extraordinary event.

22.3 Such an event may affect liability for damages under the applicable law, but it does not automatically allow us to retain all payments for an unprovided service. Refund and assistance obligations must be considered separately.

23. Liability, causation and non-excludable rights

23.1 Responsibility is assessed against the service promised, the actual breach, its cause, the loss proved and the applicable law. We are not an insurer of every event on your journey. A loss unrelated to a breach attributable to us is not made our responsibility merely because a booking was made on our website.

23.2 A claimant should provide reasonable evidence of the loss and avoid unnecessary escalation where practicable. We may challenge unsupported, duplicated or unreasonable amounts. This does not impose an impossible proof requirement or remove a statutory burden placed on us.

23.3 No term excludes or restricts responsibility that cannot lawfully be excluded, including applicable liability for death or personal injury, intentional wrongdoing, fraud, gross negligence where protected by law, or mandatory consumer remedies. A supplier disclaimer cannot override those rights.

23.4 These Terms do not impose a universal cap equal to the transfer fare on consumer claims. International transport limitations apply only where they actually govern the service and do not automatically apply to a private road transfer.

23.5 Where a traveller’s own conduct or an unrelated event contributed to the loss, any reduction is assessed under the applicable law. Compensation, refunds and insurance recoveries must not provide double recovery for the same loss, but an available insurer is not automatically a substitute for our own legal obligations.

24. Insurance and independent travel arrangements

24.1 Consider travel insurance appropriate to your itinerary, including cancellation, missed connections, medical treatment, repatriation and the activities you intend to undertake. Check exclusions and conditions with the insurer. Insurance is not included unless expressly identified as part of the booking.

24.2 We do not state that a supplier’s vehicle policy covers every passenger’s missed flight, consequential loss or adventure activity. Insurance coverage and any claim are governed by the actual policy. You should not be asked to waive rights against a liable party merely because you have insurance.

24.3 Allow reasonable time between separately purchased services. We are not responsible for an independently booked service’s own failure, but this does not exclude loss legally attributable to our service failure.

25. OTA, agency and corporate bookings

25.1 A booking through an OTA or another agent is governed by the terms presented for that transaction, together with mandatory law and any conditions validly incorporated. Use its stated amendment and cancellation channel. Our direct-sales policy cannot retrospectively reduce rights granted in that booking.

25.2 An agent may transmit traveller details and instructions on the customer’s behalf. We will verify authority where reasonably needed. The allocation of commissions or net supplier proceeds is an accounting arrangement and does not itself determine the traveller’s cancellation rights.

25.3 Separate written trade terms may govern credit limits, settlement, invoicing and commercial responsibility between Protso and an agency or corporate customer. They must not silently replace the traveller-facing service conditions or mandatory traveller protections.

25.4 A company’s master travel-management agreement may affect the applicable legal regime. The mere entry of a company name on a booking does not justify assuming every consumer or traveller protection has disappeared.

26. Complaints, service evidence and communication

26.1 Report an operational problem as soon as reasonably possible through the assistance contact so we have an opportunity to help. For a written complaint, email team@protso.com with the booking reference, relevant events, supporting evidence and the remedy requested.

26.2 We will acknowledge and assess written consumer complaints and normally provide a written response within 15 days of receipt. Where we cannot resolve the matter within that period for a justified reason, we will explain the reason and a reasonable revised response date in writing, as permitted by applicable law.

26.3 We may consider booking versions, timestamps, arrival information, attendance records, correspondence and receipts. We will also consider the customer’s evidence. Lack of one particular document does not automatically extinguish a valid claim.

26.4 Prompt notice helps preserve evidence and mitigate loss. These Terms do not impose a short contractual deadline that automatically forfeits statutory rights. No clause prevents an honest review, complaint to an authority or access to a competent court.

27. Disputes, applicable law and language

27.1 Estonian law applies to the extent a choice of that law is valid for the contract concerned. This does not deprive a traveller of mandatory protection or jurisdiction available under applicable conflict-of-law, transport, consumer or package rules.

27.2 We aim to resolve complaints directly. Where eligible, a consumer may contact Estonia’s Consumer Disputes Committee or the competent consumer assistance body, and may use the courts available under applicable law. This clause does not impose exclusive Estonian jurisdiction on every foreign consumer.

27.3 The European Online Dispute Resolution platform has closed. Information about Estonia’s Consumer Disputes Committee is available at https://ttja.ee/en/consumer-disputes-committee and EU cross-border consumer assistance at https://www.eccnet.eu/. Eligibility depends on the circumstances and applicable rules.

27.4 The language in which the booking and conditions were provided forms part of the record. This English version does not automatically override a consumer’s validly agreed local-language terms. Automatic message translations may be checked against the original; ask us to clarify important operational instructions.

28. Privacy, notices and updates

28.1 Personal information is handled under the separate Privacy Policy. Necessary booking administration is not blanket consent to marketing. Use secure channels for identity or payment verification, and do not disclose another traveller’s information without authority.

28.2 Contractual notices must use the designated contact channels. We may communicate through the email or telephone supplied, but cannot deem every message received simply because it was sent. Important changes should be recorded in a form the traveller can retain.

28.3 Future updates apply prospectively as stated. We retain the conditions applicable to a confirmed booking. If a provision is invalid, the consequences are determined by law; we do not automatically replace it with the strongest possible restriction against the customer.

28.4 Failure to exercise a right immediately is not necessarily a waiver. Any waiver or amendment must be valid under the applicable law. These Terms do not limit rights that cannot be waived.