Cancellation policy
What happens if the trip falls through, on either side.
01If you cancel
The more notice, the less it costs.
02If you do not show up
Not showing up at the agreed point, without telling us, is charged as the full fare: the vehicle and the driver were there, and that trip could no longer be sold.
03If your flight is delayed or cancelled
We track your flight. If it is delayed we wait up to two and a half hours after it lands at no charge, and if it takes longer we rearrange the transfer subject to availability. If the flight is cancelled, the transfer moves at no cost.
04If we cancel
If we cannot run the trip —a breakdown, a road closure, anything on our side— we refund 100% of whatever you paid in advance, or move it to a date that works for you. When we can, we find you another vehicle.
05Refunds
Anything to be refunded is returned by the same means it was paid, within ten business days.
06How to cancel or move a transfer
Through the same channel you confirmed it —WhatsApp or email—, stating the date and the pickup point. The time we receive the message is what counts.
Deadlines are counted from the agreed pickup time. Tell us as soon as you know something changed: most of the time a transfer can be moved instead of cancelled.