1. Free cancellation window
Bookings cancelled at least 24 hours before the scheduled pickup time are refunded in full, unless a different window is displayed at the moment of booking or in your booking details — in which case the displayed window prevails.
2. Late cancellation
Cancellations made less than 24 hours before pickup are subject to a cancellation fee of 50% of the fare, reflecting the Partner’s vehicle and driver allocation. The remaining amount is refunded.
3. No-show
Failing to appear at the agreed pickup point within the free waiting period (as shown in your booking), providing incorrect flight or contact details, or being unreachable by the driver, is treated as a no-show and is charged at 100% of the fare, with no refund.
Free waiting time is counted from the agreed pickup time, or — for airport arrivals with a valid flight number — from the actual landing time as reported by our flight tracking provider.
4. Journey already started
Once the passenger is on board, the booking can no longer be cancelled or refunded through the platform. Any claim thereafter must be raised directly with the Partner.
5. Changes to a booking
Change requests (time, date, pickup or drop-off address, passenger or luggage counts, vehicle class) must be submitted through our contact page and are only effective once we confirm them in writing. Changes are subject to Partner and vehicle availability and are never guaranteed.
A change that increases distance, duration, vehicle class, passenger or luggage counts, or that triggers additional tolls or permits, results in a price difference payable before the transfer. Where a change cannot be accommodated, it is treated as a cancellation under sections 1–3.
6. Cancellation by the Partner or by us
If a Partner cannot perform a confirmed transfer, we will attempt to reassign it to another eligible Partner. Where no replacement is available, the booking is cancelled and refunded in full. This full refund is the complete extent of our obligation: we are not liable for alternative transport, missed flights or connections, accommodation or any other consequential loss.
We may cancel any booking that appears fraudulent, mispriced, unlawful, or that cannot be serviced, with a full refund of amounts collected through the platform.
7. Force majeure
Neither pickupickup nor the Partner is liable for cancellation, delay or non-performance caused by events beyond reasonable control, including traffic, road closures, accidents, weather, natural events, strikes, civil unrest, terrorism, epidemics, government or airport restrictions, vehicle breakdown, or failure of third-party networks and payment systems. In such cases we will refund amounts collected through the platform where the transfer was not performed.
8. Refund processing
Approved refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer. We are not responsible for the processing times of banks or payment providers. Our service fee may be non-refundable where the intermediation service has already been performed.
Payments made directly to a driver or Partner outside the platform are outside our control and must be reclaimed from that Partner.
9. Complaints
Complaints relating to a cancellation, change or refund should be raised within 14 days of the scheduled journey via our contact page. We forward the matter to the Partner and assist in good faith as an intermediary; doing so does not create or accept liability on our part.
This page supplements our Terms & Conditions; in case of conflict, the Terms prevail.