Refund & Cancellation Policy

Clear terms for cancellations, refunds, and modifications of your airport transfer booking.

Last updated: January 2025

General

BookTransfer.com accepts bookings subject to the terms below. By placing a booking you agree to this Refund & Cancellation Policy.

Free Cancellation

Cancellations made 48 hours or more before the scheduled pickup time are eligible for a full refund.

Cancellations Within 48 Hours

Cancellations made less than 48 hours before the scheduled pickup time are not eligible for a refund, as the vehicle and driver have already been reserved for you.

No-Show

4.1. Airport pickups

The driver will wait up to 60 minutes from the actual landing time (based on the flight number provided). If the passenger does not appear or cannot be contacted within this time, the booking will be marked as a no-show and no refund will be issued.

4.2. Address/hotel pickups

The driver will wait up to 15 minutes from the scheduled pickup time. If the passenger does not appear or cannot be contacted within this time, the booking will be marked as a no-show and no refund will be issued.

4.3. Claims of "I could not find the driver"

Claims of "I could not find the driver" are valid only if you contacted our support line at the time of pickup and we were unable to resolve it.

Flight Details & Delays

5.1. Flight monitoring

If a correct flight number is provided at the time of booking, we will monitor the flight and adjust the pickup for reasonable delays at no extra cost.

5.2. Significant delays

Significant delays (over 3 hours), flight diversions, missed flights or changes that prevent the driver from operating the service may require a new booking and are not refundable if the original service was already dispatched or charged by our local partner.

5.3. No flight number provided

If no flight number was provided, the service will be delivered at the originally booked time and standard waiting time rules will apply. No refund will be issued if the passenger is not present.

Incorrect Booking Details

If the customer provides an incorrect date, time, pickup location, drop-off location, or flight number that results in the driver being dispatched to the wrong place or time, no refund will be issued. Where possible we will offer a re-dispatch or rebooking at the applicable rate.

Supplier/Driver-Initiated Cancellations

If BookTransfer.com or its local partner is unable to provide the service, you will receive a 100% refund. If you were forced to arrange alternative transport due to our driver's unavailability or excessive delay (over 45 minutes beyond the agreed time) and you provide a receipt, we may refund up to the original booking amount.

Force Majeure

No refunds will be issued for cancellations or service disruptions caused by events outside our reasonable control, including but not limited to extreme weather, accidents, road closures, strikes, civil unrest, airport or border restrictions, or security alerts. In such cases we may, at our discretion, offer a credit or rebooking.

Third-Party Services

Many transfers are fulfilled by trusted local operators. In cases where the local operator's cancellation policy is stricter than ours, the stricter policy will apply. Refunds will be limited to the amount recoverable from the local operator.

Modifications

Changes to bookings (passenger name, phone number, flight number, pickup time adjustment) made 48 hours or more before pickup will be processed free of charge, subject to availability. Changes requested within 48 hours of pickup may be treated as a cancellation and may require a new booking.

Refund Method

Approved refunds will be processed to the original payment method only. Processing times may vary by bank or payment provider (typically 5–10 business days). Currency conversion differences, bank charges, and card issuer fees are the responsibility of the customer.

Abuse & Chargebacks

BookTransfer.com reserves the right to refuse refunds in cases of misuse, repeated last-minute cancellations, fraudulent activity, or chargebacks on services that were delivered. We will provide driver and service logs to the payment provider where needed.

Frequently Asked Questions

Can I cancel my booking for free?

Yes, cancellations made 48 hours or more before your scheduled pickup time are eligible for a full refund. Cancellations made less than 48 hours before pickup are not eligible for a refund as the vehicle and driver have already been reserved.

What happens if I don't show up for my transfer?

For airport pickups, the driver waits up to 60 minutes from your actual landing time. For address/hotel pickups, the driver waits up to 15 minutes from the scheduled time. If you don't appear or cannot be contacted within these timeframes, the booking is marked as a no-show and no refund is issued.

What if my flight is delayed?

If you provide a correct flight number at booking, we monitor your flight and adjust the pickup for reasonable delays at no extra cost. For significant delays over 3 hours, flight diversions, or missed flights, a new booking may be required and the original service may not be refundable if already dispatched.

Can I modify my booking?

Changes to bookings (passenger name, phone number, flight number, pickup time) made 48 hours or more before pickup are processed free of charge, subject to availability. Changes requested within 48 hours may be treated as a cancellation and require a new booking.

What if the driver cancels or doesn't show up?

If BookTransfer.com or its local partner is unable to provide the service, you will receive a 100% refund. If you arrange alternative transport due to driver unavailability or excessive delay (over 45 minutes) and provide a receipt, we may refund up to the original booking amount.

What about extreme weather or road closures?

No refunds are issued for cancellations or disruptions caused by force majeure events (extreme weather, road closures, strikes, civil unrest, airport restrictions, etc.). However, we may offer a credit or rebooking at our discretion.

How long does it take to receive a refund?

Approved refunds are processed to your original payment method. Processing times vary by bank or payment provider, typically 5–10 business days. Currency conversion differences, bank charges, and card issuer fees are the customer's responsibility.

What if I made a mistake in my booking details?

If incorrect booking details (date, time, location, flight number) result in the driver being dispatched to the wrong place or time, no refund is issued. Where possible, we will offer a re-dispatch or rebooking at the applicable rate.

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