Most Common Misunderstandings About GetTransfer.com: Setting the Record Straight

LONDON, In today’s digital age, online platforms have increasingly become indispensable for travellers seeking convenient and cost-effective transport options. Yet, as with any emerging business model, misconceptions abound. Some criticisms of GetTransfer.com—which some have erroneously labelled as a “taxi-arranging service”—have highlighted common misunderstandings about how these platforms function, their obligations under the law, and how pricing and refunds actually work. Based on a thorough review of GetTransfer’s public materials and UK/EU regulations, this article seeks to clarify the platform’s role and address frequent points of confusion.

GetTransfer Is a Marketplace, Not a Taxi Operator

Perhaps the most significant misconception about GetTransfer is that it operates like a traditional taxi or private hire operator or operator platform. In the United Kingdom, operators and “taxi-arranging services” must meet stringent regulatory requirements set by Transport for London (TfL) and local councils—licences, dispatch records, insurance, driver compliance, and so forth. By contrast, GetTransfer is structured as a marketplace platform, meaning it connects consumers to independent, licensed drivers or private hire companies.

Under this model:

• Drivers Set Their Own Prices Which Are Presented To Clients

The crux of GetTransfer’s approach is akin to a digital marketplace. Interested drivers and carriers respond to a booking request with their own quotes, and consumers choose which offer best fits their needs or budgets. No centralised “fare table” or enforced rate is imposed, and GetTransfer does not “control” or inflate prices offered by drivers.

• No Overarching Control Over Drivers

Much like an online marketplace for holiday homes, where hosts set nightly rates and amenities, GetTransfer does not own vehicles or employ drivers. Instead, independent, licenced service providers use the platform to reach potential customers, each governed by its own local licensing regime.

• A Distinct Legal Category

EU regulations (specifically Directive 2000/31/EC on e-commerce) categorise such businesses as “information society services” (ISS). Their legal obligations differ markedly from those of a taxi or private hire operator, as they do not provide the transportation services  themselves. 

Common Misconceptions and Their Origins

1. “GetTransfer is responsible for inflated fares.”

Because driver-partners set their own prices, some travellers have interpreted high quotes as evidence that the platform itself is artificially raising fares. In reality, if multiple drivers submit bids to a single customer, the principle of free-market competition tends to encourage competitive pricing. Elevated rates often arise during peak travel periods or due to special requests, longer distances, or premium vehicles (such as business-class cars or luxury vans). For this reason, booking in advance is strongly recommended.

2. “The company refuses all refunds.”

Another common misunderstanding pertains to GetTransfer’s refund policy. Critics often cite selective online reviews suggesting that after cancellations, the company “denies” refunds. According to GetTransfer, however, the platform’s Terms of Use allow for funds to be credited back into a user account if a booking is cancelled under certain conditions—enabling travellers to rebook future transfers without losing money. This credit-based approach mirrors policies found in other global travel sites and is detailed in the platform’s user agreements.  For anyone seeking a full refund, a 100% refundable fare option is available at checkout.

3. “It arranges taxis like an operator but dodges rules.”

Critics sometimes conflate the terms “taxi,” “transport operator,” and “marketplace platform,” assuming each must fulfil the same regulatory obligations. Under UK law—particularly the Private Hire Operator’s Handbook—any entity claiming to “arrange” taxi services must hold specific licences and comply with relevant local regulations. GetTransfer, by contrast, does not manage the booking and dispatch process akin to a private hire operator. Instead, it facilitates direct contracts between travellers and existing, licensed operators. This distinction is pivotal and is enshrined in law to differentiate mere “facilitators” or “hosts” from actual operators.

Why Such Misunderstandings Occur

• General Terminology vs. Legal Definitions

In everyday language, “arranging a taxi” can sound like “helping someone get a ride.” Legally, however, the term implies acceptance of a booking as an operator, record-keeping, and dispatch responsibilities—none of which apply to GetTransfer’s marketplace role.

• Selective Online Reviews

Many criticisms stem from partial reviews—for instance, collating negative feedback from sites like TripAdvisor or Trustpilot without reflecting broader user experiences or acknowledging the marketplace structure. While reviews are essential, balanced reporting and fact-checking are equally crucial to ensure a fair portrayal.

• Titles and Headlines

Eye-catching headlines may inadvertently mislead readers. Phrases such as “Company X is taking us for a ride” can imply wrongdoing. In reality, any marketplace can present a range of prices, sometimes higher or lower than one might expect, but that alone does not prove intentional overcharging by the platform.

What GetTransfer Actually Offers

• Choice and Transparency: Users can request a transfer, see multiple offers (with driver profiles, vehicle information, and ratings), and pick what suits them best.

• Global Coverage: Operating in over 180 countries, the platform aims to help travellers secure everything from airport pickups to long-distance journeys.

• Direct Contracts: The contract for transport is between the traveller and the driver or operator. GetTransfer merely serves as a conduit, not an active agent controlling prices or service levels.

Why Accuracy Matters

For readers and consumers, distinguishing a true marketplace from a taxi operator is more than a semantic exercise. It determines:

1. Where Responsibility Lies

If a driver overcharges or cancels at the last minute, that falls under the driver’s purview. Platforms can aid dispute resolution but are not a party to the carriage contract in the same way a licensed operator would be.

2. Legal Recourse

Passengers who misunderstand a platform’s role might unfairly blame it for actions outside its control. Conversely, holding an individual operator accountable under relevant licences and regulations is more effective.

3. Public Confidence

In a fast-evolving digital ecosystem, mislabelling marketplace services can undermine consumer trust and sow confusion about how to get proper redress if something does go wrong.

Correcting the Record

In light of widespread misconceptions, GetTransfer has repeatedly stressed its status as an information society service—one in which drivers and customers engage in direct negotiations, with pricing shaped by market conditions. The company acknowledges that travellers occasionally encounter issues (as can happen on any marketplace), yet emphasises that it does not operate like a private hire firm.

When legitimate complaints arise—be they about vehicle standards, last-minute cancellations, or disputed fares—GetTransfer encourages passengers to rate or review the driver in question, ensuring future users can make more informed decisions. The platform also highlights how thoroughly reading and understanding its Terms of Use can help clarify that it is not a transport provider but a facilitator of connections between riders and licensed carriers.

In Summary

The debate around GetTransfer underscores a broader issue: as technology reshapes how we hail rides, rent homes, or book services, it is critical for the public—and the press—to differentiate between marketplace platforms and traditional operators. Consumers deserve to understand who truly sets prices, who is legally responsible for the service, and how refunds and complaints are handled.

“We welcome honest feedback from customers regarding the drivers they have chosen, yet any depiction of GetTransfer as a direct transport service or taxi operator is inaccurate,” says Anastasia Maisuradze, PR Director at GetTransfer.  

“We focus on providing a transparent marketplace for travellers to connect with licensed providers, and we urge people to understand the difference between that role and an operator,” says Alexander Sapov, CEO of GetTransfer. 

In an era of rapidly evolving services, clarity is paramount. It serves both the consumer, who deserves a clear grasp of contractual relationships, and the marketplace, which rightly seeks to protect its reputation from misunderstandings—and from headlines that may read well but fail the test of accuracy.