Cancellation, change and refund rules

2. Types of payment and operational scenarios

Reservations may be confirmed under different payment and operating scenarios, including payment upon boarding, payment directly to a provider, partial deposit, online payment to a provider, online payment to the platform or a reservation managed directly by the platform or an assigned team.

If the payment is made directly to an independent provider, the applicable cancellation and refund conditions may depend on the provider’s own terms and the agreement confirmed with the traveler.

If the payment is collected by the platform, the refund rules stated in this policy may apply, unless a specific condition was expressly confirmed to the traveler before payment.

If online payments are enabled in the future, additional rules may apply regarding processing fees, commissions, banking times, chargebacks, refunds and payment release to providers.

3. Customer responsibility for correct information

The customer is responsible for providing accurate, complete and reachable contact and travel information before confirming a request or payment.

This includes name, email, phone number, WhatsApp number, flight number, arrival or departure date, service time, hotel, pickup point, destination, number of passengers, luggage and any special request.

If the customer enters an incorrect email, phone number, WhatsApp number, flight number, date, time or pickup information, the platform, provider or assigned operator may be unable to coordinate the service correctly.

If the service cannot be coordinated, confirmed or provided because of incorrect information supplied by the customer, the reservation may be considered missed, lost or no-show, and no refund will be guaranteed.

4. Confirmation and customer availability

After a request or reservation is made, the platform, provider or assigned operator may try to contact the customer through email, WhatsApp, phone call, SMS or other available communication channels.

The customer must check their email inbox, spam folder, WhatsApp, phone calls and messages, and must remain reachable before and during the service date.

If the customer does not respond to reasonable contact attempts and the service cannot be coordinated or the passenger cannot be located, the reservation may be considered no-show or service lost.

If the customer does not have signal, mobile data, phone service or access to the communication channels provided, this will be considered the customer’s responsibility.

5. Payment upon boarding

When the service is confirmed as payment upon boarding and no payment has been collected in advance, there is usually no refund to process if the customer cancels or does not show up.

However, a late cancellation, lack of response or no-show may be recorded internally and may affect future service acceptance, availability or conditions.

If the provider, platform or assigned operator already mobilized a vehicle, driver or operational resources, the customer may lose priority for future requests or may be required to prepay future services.

6. Payment made directly to a provider

When the customer pays an advance, deposit or full amount directly to an independent provider, the customer must request changes or cancellations directly with that provider under the conditions confirmed by that provider.

As a general platform rule, the customer should notify any cancellation or change at least 24 hours before the service. If the customer cancels or changes the service with less than 24 hours, it may be treated as a late cancellation or no-show.

The platform may help review a case or contact the provider, but it may not control refunds when the payment was made directly to the provider.

Any refund, credit, penalty, rescheduling or exception in this scenario may depend on the provider’s own operation and confirmation with the customer.

7. Online payment collected by the platform

If the customer pays online through the platform and the payment is collected by the platform, the customer may cancel the service at least 24 hours before the scheduled service time to request a full refund of the service amount paid, unless a specific non-refundable condition was stated before payment.

If the customer cancels with less than 24 hours before the scheduled service time, only 50% of the service amount may be refunded, and the remaining 50% may be retained as an operational penalty.

If the customer does not show up, cannot be contacted, provides incorrect information or abandons the service, no refund will apply.

Banking fees, card processing fees, currency conversion charges, payment gateway fees or other third-party charges may be non-refundable if they are not returned by the payment processor.

8. Deposits and partial payments

If the reservation is confirmed with a deposit or partial payment, the non-refundable or refundable nature of that deposit must be reviewed according to the payment condition shown or confirmed at the time of booking.

A deposit may be used to secure the vehicle, driver, route planning, operational preparation and provider availability.

If the customer fails to pay the remaining balance at the time and method agreed, the service may be refused, cancelled or marked as lost, and the deposit may be forfeited.

If the customer chooses another transportation provider on the day of service after the vehicle or driver has been assigned, the deposit or partial payment may not be refunded.

9. No-show and passenger not found

A no-show may occur when the customer does not appear at the agreed pickup point, does not answer calls or messages, cannot be located, provides incorrect information or fails to follow the confirmed meeting instructions.

If the provider, platform or assigned operator attempts to contact the customer through reasonable means and receives no response, the service may be marked as completed, lost or no-show.

As a general rule, the driver may wait up to 60 minutes after the scheduled pickup time, unless a different waiting time was confirmed. After that time, the service may be closed without refund.

For airport, ferry, hotel or special pickup services, waiting time may depend on the confirmed service conditions, provider operation, parking limits, route schedule and availability.

10. Incorrect flight, date, time or contact details

If the customer enters an incorrect flight number, arrival date, arrival time, departure time, hotel, phone number or email, the customer must notify the platform or the party handling the reservation as soon as possible.

If there is effective communication, the platform, provider or assigned operator may try to correct the information, subject to availability and operational feasibility.

If there is no communication, the original data submitted by the customer may be used for dispatch and coordination.

If the service is missed because the customer provided incorrect information and did not correct it in time, no refund will be guaranteed.

11. Last-minute and same-day reservations

Reservations made on the same day of service or with short notice are subject to real-time availability.

Last-minute reservations may require additional waiting time, operational confirmation, route adjustment or vehicle reassignment.

For same-day reservations, the customer must remain reachable and must provide correct contact, flight and pickup information.

If the customer books last minute and cannot be contacted because of incorrect information, lack of signal, lack of data, failure to answer or failure to follow instructions, the service may be considered lost or no-show without refund.

12. Schedule changes for arrivals and departures

Transportation services are private scheduled transfers, not on-demand taxi services. Vehicles, drivers and routes are assigned according to confirmed schedules.

For arrival services, changes should be requested at least 24 hours before the scheduled service whenever possible.

For departure services, changes should be requested at least 12 hours before the scheduled pickup time.

Once the service has been confirmed, verified and added to the operating route, changes are subject to availability and are not guaranteed.

Repeated schedule changes caused by airline changes, personal decisions or customer logistics may not be accepted indefinitely. If the customer does not confirm a new schedule, the original or last accepted schedule will remain valid.

If a last-minute change can be accommodated, an additional charge may apply due to route, vehicle, driver or operational adjustments.

13. Round-trip services

Round-trip services may be treated as a single commercial agreement composed of two service portions: arrival and departure, or first and return service.

If one portion of the round-trip service is completed, the customer may not unilaterally cancel the remaining portion and demand a full refund of the entire round-trip service.

If one portion is not provided for reasons attributable to the platform or assigned operator, only the unused portion may be reviewed for partial refund, generally up to 50% of the total round-trip amount.

If the customer refuses to use the remaining service after one portion was already provided or available, the unused portion may not be fully refundable.

14. Traffic, accidents, roadblocks and force majeure

Travel times may be affected by traffic, accidents, roadblocks, construction, weather, public events, protests, police checkpoints, road closures, airport congestion, ferry delays or other circumstances outside the reasonable control of the platform, provider or assigned operator.

For airport departures, ferry connections, tours or time-sensitive services, the customer is responsible for accepting a pickup time with enough margin to reduce the risk of delays.

If the customer requests or insists on a tight pickup time against operational recommendations, the risk of missing a flight, ferry, tour, connection or appointment will remain with the customer.

If an extraordinary event affects the service, the platform, provider or assigned operator may update the estimated arrival time, reassign a vehicle, offer an alternative or request an additional charge for an emergency local unit when available.

If the customer decides to leave the pickup point, take another taxi or use another transportation service without express cancellation authorization, the situation may be considered voluntary cancellation, no-show or unused service, and no refund will be guaranteed.

15. Services not used by customer decision

If the customer voluntarily decides not to use the confirmed service, leaves the meeting point, hires another provider, refuses to wait for an available solution or does not follow the confirmed instructions, the service may be considered used, lost or no-show.

A refund will not be guaranteed when the service was available, dispatched, assigned or reasonably attempted, but the customer decided not to use it.

Any exception may be reviewed case by case, considering communication records, evidence, dispatch status, payment method, provider confirmation and operational circumstances.

16. Refund processing

Approved refunds may be processed through the same payment method used by the customer, unless another method is agreed.

Refund times may depend on the bank, card issuer, payment processor, payment gateway, currency conversion system or provider involved.

If the payment was made directly to a provider, the refund process must be handled with that provider, although the platform may assist in reviewing the case when possible.

If the platform collects payment and later releases funds to providers, refund availability may also depend on the payment status, provider payout status, applicable commissions and confirmed service conditions.