Cancellation Policy
Clear, fair policies because we know plans change.
Full Refund
Cancel more than 24 hours before your scheduled pickup.
100% refund to original payment method
50% Refund
Cancel between 4-24 hours before your scheduled pickup.
50% cancellation fee applies
No Refund
Cancel less than 4 hours before your scheduled pickup.
Full amount charged
Understanding Our Policy
Why We Have This Policy
When you book a transfer, we assign a driver and vehicle specifically for you. They prepare for your journey, travel to the pickup location, and hold themselves available for your arrival. A last-minute cancellation means that driver has lost the opportunity to take another booking.
Our policy balances flexibility for you with fairness to our drivers. We think 24 hours is reasonable notice for both parties.
How to Cancel
You can cancel your booking through any of these methods:
- Online: Log into your account and cancel from your booking history
- WhatsApp: Send us your booking reference and request cancellation
- Phone: Call our support line and we'll process it immediately
- Email: Send cancellation request with booking reference (allow 2-4 hours for processing)
The cancellation time is when we receive and confirm your request, not when you send it. For time-sensitive cancellations, phone or WhatsApp is recommended.
No-Show Policy
A "no-show" occurs when:
- Standard pickups: You don't appear within 30 minutes of scheduled time
- Airport pickups: You don't appear within 60 minutes of your flight's actual landing time
No-shows are charged in full with no refund. Our driver will attempt to contact you multiple times before marking a booking as a no-show.
Refund Processing
When a refund is due:
- Credit/Debit Cards: Refunded to original card within 5-10 business days
- Online Banking: Returned to source account within 3-5 business days
- Corporate Accounts: Credit note applied to account
Bank processing times vary. If you don't see your refund after 14 days, contact us with your booking reference.
Modifications Instead of Cancellations
Need to change something? Modifications are often free:
- Free changes: Pickup time, pickup location, passenger details (with 4+ hours notice)
- May incur charges: Vehicle upgrades, additional stops, route changes
If your plans are uncertain, modifying is usually better than cancelling and rebooking.
Exceptions
We understand exceptional circumstances happen. We review refund requests on a case-by-case basis for:
- Flight cancellations (with airline documentation)
- Medical emergencies (with relevant documentation)
- Natural disasters or government-mandated travel restrictions
- Visa denials (for international bookings)
Contact us with your situation and supporting documentation. We'll do our best to find a fair solution.
Our Cancellations
In the rare event we need to cancel your booking (vehicle breakdown, emergency, etc.), you'll receive:
- Full refund immediately
- Our best effort to arrange alternative transportation
- Compensation for any reasonable additional costs incurred
Need to Cancel or Modify?
We're here to help make changes as smooth as possible.