Frequently asked questions
How do I request cancellation?
Send your booking reference, service date and a clear request to cancel. Identify the affected journey if the booking includes a round trip or multiple services. Use the cancellation option available for your booking or contact support, and retain written confirmation of the request and outcome.
Which cancellation policy applies?
Read the conditions accepted for your specific service and the Terms of Service. Transfers, car and driver services, airport VIP assistance and tours can have different deadlines and charges. Ask support to explain the applicable deduction and expected refund amount before relying on an estimate.
When is a cancellation or amendment confirmed?
A request must be reviewed or processed through the booking system. Keep the cancellation confirmation or updated voucher. If you have not received a clear result, contact support instead of assuming that the service has been cancelled or changed.
How do I follow up on a refund?
Use the existing support conversation and include the booking reference. Ask for the approved amount, issue date and payment method. The time until funds appear can depend on the payment provider after the refund has been issued.
What if unexpected circumstances affect my trip?
Contact support promptly, explain what has happened and provide the relevant booking details. The team can review the available options under the conditions for your service. Do not assume an exception, date change or refund has been granted until it is confirmed.