Help

What payment methods does Drivehopper accept?
Payment is made by credit card through the secure website. We accept Visa, MasterCard and American Express. Payment is through a secure bank platform and the cards are never saved. We do not accept cash payments, and our rates already include all taxes, tolls, and fees.

When will I receive the money on my card, if I have canceled a reservation?
Once you have communicated it to us at the info@drivehopper.com email. It will be returned to the same card that made the payment, within 30 days. Always if it is within the cancellation policy.

What is the cancellation policy?
You can cancel free of charge up to 48 hours before the reservation. This may change in certain cities. Consult your travel agent.

I need an invoice, how can I request it?
At the time of making the payment, the system asks you if you need an Invoice. If you have forgotten, you can write to us at info@drivehopper.com and our support team will send it to the email you have indicated us. 

What happens if my flight or train is delayed?
By providing your flight or train number our support team monitors your flight. Therefore we inform the driver of the time change so that you arrive on time and do not lose your contracted service. We understand that it is a cause of force majeure.

How will I recognise the driver at the Airport or Station?
Our driver will be waiting at arrivals, with a sign with your name and surname. In some very large airports they are located at a specific location, in this case we will inform you. 

If you book a private minibus or bus, the regulations do not allow our driver leaving the Vehicle unattended. In this case, you will be meeting your chauffeur at the bus parking lot and it will be indicated and your name will be on the windshield.

What is the waiting time?
For arrival Airport Transfers and Train stations, the waiting time is 60 minutes. If the plane or train is late do not worry, your flight is monitored and we will send the driver at the new time. Transfers in the city and departing transfers, the waiting time is 15 minutes.

What do I do if I can’t find the driver?
Immediately contact our 24-hour support number, +34622675785, we will quickly find the driver and he will meet you.

I would like to book for today or tomorrow, but the system won’t let me?
For security there is a blockage, but it does not mean that we don’t have availability. You must call our number 24 Hours; +34622675785 and make the reservation online. We also have WhatsApp and iMessage.

What is the cancellation policy?
You can cancel free of charge up to 48 hours before the reservation.  This may change in certain cities. Consult your travel agent.

Do Vehicles Have Licenses?
All our Vehicles are legal and licensed. 

Are the drivers trained and insured?
Drivers are all trained and insured by the laws of each city and country.

Do the drivers speak languages?
Yes, they speak the language of each city and country and English, to request a driver in English you must notify us at the time of booking at info@drivehopper.com

Do you provide baby seats for travellers?
Yes, in many countries it is mandatory. This must be indicated at the time of booking. We need to know the age of the child. If you have forgotten you can communicate it to us urgently at info@drivehopper.com.

What luggage am I entitled to carry?
One suitcase per person and one carry-on suitcase. If you are going to carry more luggage per person, you must notify us at info@drivehopper.com to change the vehicle for a larger one. There must be a surcharge. 

What are the measures they take for Covid?
You can see the specific section where we detail all the procedures. We constantly disinfect the vehicles, before and after the services. The drivers are all wearing a face mask. We also do temperature control on the driver. All travellers must wear face mask as well. 

How to book a service?
Search in the search engine for the city, the origin and the destination if you are looking for a transfer. If you are looking for an arrangement select by hour and only the origin. Then select the type of vehicle and hit pay and book now.

How do I communicate a change in the reservation?
You can write to us at info@drivehopper.com, indicating the name of the reservation that appears on the Voucher, and tell us your change and we will send the change by email.

How is a reservation canceled?
You can write to us at info@drivehopper.com, indicating the name of the reservation, and you will receive a confirmation of the cancellation. The amount paid will be automatically returned to your card within 30 days, if you are within the cancellation policy. 

How will I receive my Voucher?
Once we have received the payment by your credit card, you will receive a confirmation email with the Voucher. If it has not arrived you can contact us info@drivehopper.com

Is it necessary to bring the Voucher on the day of the Service?
It is not necessary, you can have it on your mobile or identify yourself with your reservation name and ID. 

What is the cancellation policy?
You can cancel free of charge up to 48 hours before the reservation.  This may change in certain cities. Consult your travel agent.

How to write a review?
Once you have finished your service, we will send you an inquiry by email about your level of satisfaction. You can write a review about us at Drivehopper.

I have had an incident, where should I report it?
We take our work here at Drive Hopper very seriously. Our travellers are the most important part of our job and we like them to be happy and repeat with us in the future. Please write to info@drivehopper.com so that we can investigate and offer you a solution.