Cancellation & Booking Changes

You must give at least two hours’ notice before the confirmed pickup time to cancel without a cancellation charge. Notice received exactly two hours before pickup meets this requirement. Notice received less than two hours before pickup, at pickup or after pickup is a late cancellation and incurs the full confirmed booking charge, subject to any mandatory legal rights.

The cutoff is measured against the date, time and time zone stated in the confirmed booking. For example, a confirmed 14:00 pickup has a 12:00 cancellation deadline in that same time zone. A flight delay does not automatically change this deadline; a revised pickup must be confirmed by Operations.

Use the cancellation action for your booking in Trips where available, or notify the operator through the customer-service channel associated with your booking. Include the booking reference and the instruction to cancel. Do not assume that telling a chauffeur, closing the app or failing to arrive cancels the reservation.

Keep evidence of the time your cancellation was sent and the operator’s acknowledgement. Guest and accessibility arrangements should be confirmed with Operations. The operator must publish verified customer-service contact details before these draft policies are adopted.

Changes to pickup time, route, vehicle, passenger numbers or luggage require at least two hours’ notice and are subject to vehicle, chauffeur and airport-access availability. A requested change is not an accepted change until Operations confirms it.

Changes with less than two hours’ notice, or changes that cannot be accommodated and cause the original booking not to proceed, are subject to the full confirmed booking charge, except where applicable law requires otherwise. Until a change is accepted, the original booking remains in force. Any revised fare must be disclosed and accepted before additional payment authorization.

Point-to-point pickups outside an FBO include 15 minutes of waiting from the confirmed pickup time, provided the chauffeur is available at the agreed pickup point. FBO pickups include 60 minutes after the aircraft’s actual landing. Scheduled landing time is not a substitute for actual landing.

Waiting beyond the included allowance is charged per minute at the selected vehicle’s confirmed hourly rate divided by 60. A passenger who does not appear or cannot be contacted after the included waiting allowance may be treated as a no-show. The full booking charge applies to a no-show, subject to mandatory legal rights; any additional waiting or other charges must be disclosed and itemized.

Submitting a request or completing card authorization creates a card hold, not an automatic charge. An administrator must accept and confirm the booking before explicitly processing payment. A payment authorization alone does not guarantee a confirmed vehicle or chauffeur.

For an eligible cancellation, an uncaptured authorization is released; if payment has already been captured, the eligible amount is refunded to the original payment method. Your bank determines when a released hold or refund appears. No fixed bank-processing time is promised.

A late-cancellation or no-show charge is reviewed and processed by authorized staff under the confirmed booking terms and applicable law. Additional charges cannot exceed the customer’s authorization without further authorization. This policy does not itself initiate a payment or change the app’s payment permissions.

If the operator cannot provide the confirmed service, Operations should offer an acceptable alternative or release/refund the amount for the unprovided service, subject to applicable law. A materially different alternative or fare requires the customer’s agreement.

Airport restrictions, severe weather, safety incidents and other events outside reasonable control are reviewed individually. These circumstances do not remove non-excludable consumer rights. Contact Operations promptly rather than assuming a booking has been changed or cancelled.