Service, confirmation and customer protection
Border2Go Service Terms
Our principles are clear confirmation, responsible performance and fair handling. Please read the quotation, formal journey confirmation and these terms before payment; the arrangements for an individual journey will be provided in writing before the customer pays.
Operator and scope of service
Border2Go Limited, whose Chinese name is 香港博達行有限公司 (“Border2Go”, “we”, “us” or “our”), is the contracting party that quotes customers, receives payment, issues formal journey confirmations, coordinates performance, handles refunds and provides after-sales support. We arrange point-to-point transfers, airport transfers, private hire, multi-stop and coordinated transport connected with Hong Kong, Macao and the Greater Bay Area. The written quotation and formal journey confirmation define the actual scope.
Enquiries, quotations and booking formation
Submitting a website form, email or message is only an enquiry and does not create a booking or reserve a vehicle. We personally review the journey, supply, price and special requests, then provide a written quotation. A booking is formed only when the customer accepts the quotation, completes the payment notified for that order, and Border2Go issues a formal journey confirmation. The agreement comprises that confirmation, any order-specific conditions in the quotation and these terms. If they conflict, the formal confirmation or a condition expressly stated to apply to that order takes priority.
Our confirmed-order commitment
For a formed booking, Border2Go is responsible for completing the service described in the formal journey confirmation. We will not cancel a confirmed order because of ordinary vehicle, driver or transport-partner allocation issues. If the original arrangement cannot operate, we will arrange an alternative vehicle, driver or transport partner that meets the journey needs and applicable requirements, and remain responsible for coordination and follow-up. An alternative vehicle must have sufficient capacity for the confirmed passengers and luggage and will involve no additional charge. If there is a material difference in vehicle type, configuration or service arrangement, we will explain it and obtain the customer’s written agreement first; the customer may reject an alternative that clearly fails to meet confirmed requirements. Our commitment to complete every confirmed order means completing the confirmed scope, or providing an alternative or rescheduled arrangement that substantially achieves the travel purpose under section 8, provided the customer complies with these terms and the service remains lawful, safe and objectively possible.
Drivers and transport partners
Depending on the route, vehicle, licensing, cross-border arrangements and availability, we may appoint suitably qualified drivers or transport partners holding any licence or permit required in the circumstances to perform all or part of the service. Using a partner does not reduce Border2Go’s contractual, coordination or after-sales responsibility to the customer. A customer with a reasonable concern about a driver, vehicle or service should contact us promptly so that we can verify and address it.
Customer information, documents and punctuality
Customers must provide complete and accurate dates, times, pickup and destination points, flights, contact details, passenger and luggage information, child-seat, accessibility and other special requirements in reasonable time, and check the confirmation. Passengers are responsible for valid travel documents, visas, entry or transit eligibility and lawful belongings, must comply with border, customs, road and safety rules, and must be ready at the confirmed time. Incorrect information, inadequate documents or immigration eligibility, lateness or unlawful requests may delay, change or prevent service. We will still seek a reasonable customer-focused solution, but the customer may be responsible for direct additional costs caused by those matters.
Price, additional charges and payment
Each journey is quoted individually according to route, date, time, vehicle, passengers, luggage, waiting, stops and special requests. Before payment, the written quotation identifies the currency and total price, inclusions, known or potential additional charges, payment arrangements, cancellation and refund conditions and processing timeframes, and the quotation validity period. Additional costs may arise from customer-requested changes after confirmation, travel beyond the confirmed scope, extra waiting or stops, parking, tolls or lawfully imposed third-party charges. We explain these when information is available and, where reasonably practicable, seek customer agreement first. Before payment, we confirm the payment method and order-specific conditions in writing; the website does not present an unverified payment brand as a promise.
Changes, cancellations and refunds
The change, cancellation and refund conditions for each journey are determined case by case according to route, date, supply and third-party arrangements, and disclosed before payment in the quotation, formal confirmation or related written conditions. We recommend that a customer request cancellation or rescheduling at least 24 hours in advance so that we can try to minimise loss; this recommendation does not itself create a fixed free-cancellation period or an unconditional full refund. For a customer-requested change or cancellation, we may deduct reasonable costs that have actually been incurred, cannot be recovered and directly relate to the order, and will handle the remaining amount for unprovided service fairly under the disclosed conditions and actual circumstances. If Border2Go cannot provide confirmed service for a reason within our control and cannot offer an alternative that meets the confirmed requirements, we will refund the amount relating to unprovided service without deducting costs caused by our failure to perform. A cancellation because service is unlawful, unsafe or objectively impossible is handled under section 8. A refund is made through an appropriate method confirmed by both parties.
Delays, borders, weather and safety
Cross-border and road services may be affected by government or border restrictions, road or airport closure, extreme weather, major safety risks, public emergencies, incorrect customer information, a passenger’s lack of lawful immigration eligibility, or another event that makes the original service unlawful, unsafe or objectively impossible. We will notify the customer as soon as reasonably possible and prioritise a lawful and safe alternative route, vehicle, time or rescheduling. If no reasonable alternative can be provided, we will handle the amount relating to unprovided service fairly, taking account of actually incurred and unrecoverable costs and applicable law. Nothing here excludes liability for our fraud, wilful misconduct or a matter the law does not allow us to limit.
Luggage, child seats and special requests
Before quotation, customers should disclose luggage quantity and dimensions, infants or children, wheelchair or accessibility needs, animals, oversized items and other special requests so that a suitable vehicle and equipment can be arranged. All items must be lawful, safe and reasonably capable of being carried. A driver may refuse an item or request outside the confirmation that is unlawful or risks passengers, the vehicle or road safety. We will suggest alternatives where feasible, but an extra vehicle, equipment or waiting may involve a disclosed additional charge. Passengers should check their belongings before leaving; contact us promptly for help with lost property.
Complaints, after-sales support and customer satisfaction
Customer satisfaction is a principle of our sustainable operation. If service differs from the formal confirmation, a safety concern arises or a customer is otherwise dissatisfied, please contact us as soon as practicable and provide the order details, timing and relevant evidence. We will acknowledge receipt within 1 business day and provide an initial outcome or progress update within 3 business days. If a refund is confirmed, we will initiate it within 7 business days. We will verify the case with the people involved, keep the customer informed and, according to the circumstances, offer a remedy, alternative, fee adjustment or another fair solution. Prompt notice helps us protect the journey effectively, but does not remove any claim or remedy available to the customer by law.
Statutory rights and limits of liability
Nothing in these terms excludes, limits or replaces a consumer right that cannot be excluded under applicable Hong Kong law. Nor do these terms exclude liability for fraud, wilful misconduct, death or personal injury, or any other matter that the law does not permit us to limit. To the extent permitted by law, we are responsible only for reasonably foreseeable loss directly caused by our breach. Any clear written promise for an individual journey that gives the customer greater protection continues to apply.
Governing law and jurisdiction
These terms and each confirmed order are governed by and interpreted under the laws of the Hong Kong Special Administrative Region. The parties should first try in good faith to resolve a dispute directly. If proceedings remain necessary, the courts of the Hong Kong Special Administrative Region have non-exclusive jurisdiction. This does not prevent a customer from seeking a remedy before another court or body that has jurisdiction under applicable law.
Language and consistency
These terms may be provided in Traditional Chinese, English, Malay and Spanish using the same section structure for customer convenience. Translations are intended to communicate the same principles faithfully. If there is any inconsistency, ambiguity or difference of interpretation between language versions, the Traditional Chinese version prevails. A customer may ask us to explain any unclear term before payment.