Cancellation and Refunds

All cancellations and refunds are governed by the company’s cancellation policy. Refund timelines may vary depending on payment providers and banks.

A booking is considered confirmed once payment has been successfully received and the passenger receives a booking reference or confirmation.

Free cancellation should a passenger/ passengers cancel more than 24 hours of the departure and or pick time.

More than 24 hours before departure passenger receives a full refund minus transactions or processing fees (if applicable). 

12 – 24 hours before departure, passenger receives a 50% refund of  payment made for the booking.

Less than 12 hours before departure, meaning on the day of service no refund will be issued.

No-Show:  

• If the  passenger fails to arrive at the pickup point within the agreed and allowed waiting time period, the booking is marked as a “no show” therefore no refund will apply.

Delays:

Minor delays caused by traffic congestion, adverse weather conditions, roadblocks, police checkpoints, accidents, or other circumstances beyond the reasonable control of the Company shall not automatically qualify a passenger for a refund.

Passengers and the Company are both responsible for managing time appropriately. Neither the passenger nor the driver shall be held liable for delays resulting from unforeseen events beyond their control, provided that reasonable efforts are made to communicate any delays promptly and clearly.

The Company will endeavour to keep passengers informed of any significant delays and provide updated estimated arrival or departure times whenever possible.

Major Delays

If a trip is delayed by more than 1 hour for local trips or 2 hours for long-distance trips, the passenger may choose to:

Reschedule the trip at no additional charge; or

Request a partial refund, subject to review of the circumstances that caused the delay.

Refund eligibility and the amount refunded will depend on the cause of the delay and whether the delay was within the company’s control.

Passengers may reschedule once if done more than 12 hours before departure, subject to availability and additional changes may attract an administration fee.

Force Majeure:

No party shall be liable for cancellations or delays caused by events beyond reasonable control including, natural disasters, riots, strikes, accidents, government restrictions, severe weather, pandemics. In such cases, the company may offer travel credit, rescheduling, or partial refund. 

“ The company reserves the right to refuse service where necessary for safety, security, operational, or legal reasons, including where the company feels its engaged to do illegal works.”

Refund Method:

Approved refunds will generally be processed on the third Thursday of each month, provided that all communications, investigations, and documentation between the Company and the passenger have been completed.

In certain circumstances, the Company may process refunds earlier at its discretion. Unless otherwise specified in writing, approved refunds will be issued within 10 working days after the refund request has been reviewed and approved.

Passengers are responsible for providing accurate payment and banking details where required. The Company shall not be liable for delays caused by incorrect or incomplete information provided by the passenger.