Return and Refund Policy
Reservation policies
Once your reservation is confirmed, you do not need to contact your hotel or any third party to arrange the transfer. We follow your flight details to keep track of delays or schedule changes.
Airport arrivals (inbound transfers)
For airport pickups, your driver waits for you after your flight lands. We allow for flight delays and for the time you need for immigration and baggage, so please make sure your flight number is correct on your booking.
Departures and non-airport pickups (outbound transfers)
- For hotel and other non-airport pickups, a 15-minute courtesy wait is included.
- If you do not arrive at the pickup point within that time, the booking is treated as a no-show.
- Extra waiting time can be requested at the time of booking, subject to availability, and may carry an additional charge.
Changes policy
Changes to a confirmed booking depend on availability and must be requested by the customer directly. We cannot accept change requests from hotels, travel agencies or other third parties. You can send a change request from your account or contact us directly.
Refund and cancellation policy
No-shows
If you do not appear for your pickup and did not give notice at least 3 hours before the pickup time, no refund is given. Notice can be sent by email, phone, text message or WhatsApp.
Cancellations by the customer
- Cancellations require at least 3 hours’ notice before the pickup time.
- A 25% cancellation fee applies, so 75% of the amount paid is refunded.
- Cancellations with less than 3 hours’ notice are treated as a no-show.
- Cancelling to use another company after payment is not refundable.
Flight cancellations or delays
Please tell us at least 3 hours before the pickup time. With notice, we will reschedule your service at no extra cost, subject to availability. If the new time falls outside our availability, a new booking will be needed. Without notice, no refund is given.
Booking errors by the customer
You are responsible for the correct date, time, pickup location and number of passengers on your booking. No refund is given when an error prevents the service from being delivered.
Refund processing
- Refunds are returned to the original payer using the original payment method.
- A valid proof of payment may be required.
- Processing time depends on your payment provider or bank.
Payment methods
You can pay online by card or PayPal, or choose to pay cash to your driver.
Questions about this policy? Contact us or message us on WhatsApp.