Cancellation & Refund Policy
Version 1 (draft). Rule set version 15.
| Cancellation Notice | Fee | Refund |
|---|---|---|
| 12+ hours before pickup | 0% | 100% |
| 6–12 hours before pickup | 25% | 75% |
| 3–6 hours before pickup | 50% | 50% |
| Less than 3 hours before pickup | 100% | 0% |
| No-show | 100% | 0% |
Percentages apply to the transportation fare, never to a rush-hour surcharge, gratuity or tolls.
How a cancellation fee is calculated
The fee is a percentage of the transportation fare after any discount. It is never charged on tolls or on the chauffeur gratuity.
The notice period is counted from the time you cancel to your scheduled pickup time.
A booking may be cancelled free of charge within 30 minutes of being confirmed, provided the pickup was at least 6 hours away when it was confirmed.
No-shows
A trip counts as a no-show only when your chauffeur arrived at the pickup, waited at least 30 minutes, and made at least 2 attempts to reach you, with the evidence recorded.
Airport pickups
At airports, the waiting time before a no-show is at least 60 minutes, measured from your flight's actual arrival. A no-show is not charged automatically when the flight was delayed, diverted or cancelled; it is reviewed by a person.
Refunds
Pending: How and when refunds are paid, and what happens if we cancel a confirmed booking, have not yet been decided by the owner.
Disputes
Pending: How to dispute a fee or a no-show decision is pending legal review.
Related: our Terms of service.