24+ Hours Before — 100% Refund
If you cancel 24 hours or more before your pickup time, you receive a full refund. There are no commission deductions. The transaction will be reflected on your card within 1-3 business days.
Cancellation and Refund Policy
Cancellation rules, refund rates, and processing times for your transfer and tour reservations — clear, transparent, no surprises.
- Free 24 Hours in Advance
- Transparent Table
- Fast Refund
Current Cancellation Policy
Transfer & Hourly
Full Refund≥ 24 hours · %100
Partial Refund6–24 hours · %50
No Refund< 6 hours · %0
Tour
Full Refund≥ 72 hours · %100
Partial Refund24–72 hours · %50
No Refund< 24 hours · %0
Clear Refund Rates in 4 Scenarios
Countdown from your pickup time — your refund rate based on when you cancel.
Between 24-6 Hours — 50% Refund
Cancellation 6 to 24 hours before pickup: half of the booking fee is refunded. Operational costs (chauffeur assignment, planning) are deducted.
Less Than 6 Hours — No Refund
Cancellation less than 6 hours before pickup or a no-show: no refund will be issued. This policy applies because a chauffeur and vehicle have already been allocated and the capacity reserved for you.
Cancellation by Us — 100% + Bonus
For cancellations due to vehicle malfunction, chauffeur unavailability, or our operational error, a 100% refund + a 20% credit for your next booking is offered.
Refund Details and Exceptions
The following points are standard information. Special cancellation conditions may apply to corporate agreements; these conditions will be specified separately in your main contract.
1. 1. Force Majeure
The following situations are considered force majeure and are eligible for a 100% refund:
- Natural disasters (earthquake, flood, storm, fire).
- Government decisions (curfew, pandemic isolation, road closure).
- Airline-initiated cancellation (due to airline reasons, beyond the guest's control).
- Severe weather conditions (if the chauffeur cannot reach you safely).
- Court or law enforcement order.
Official documentation (such as an airline email, AFAD notification, press release, etc.) may be requested as proof of force majeure.
2. 2. Cancellation by Us
In the event of operational errors on our part (vehicle malfunction, chauffeur unavailability, planning error, incorrect address dispatch):
- 100% refund: the full reservation amount will be refunded.
- Bonus credit: a credit voucher for 20% of the booking value will be automatically issued for your next reservation.
- Replacement vehicle: if possible, an alternative vehicle will be dispatched within 30 minutes. If you accept, the replacement service will be activated concurrently with the refund process.
3. 3. Partial Service — Pro-Rata Refund
If the service is interrupted or does not meet the expected quality after the journey has begun, a pro-rata refund will be applied. The calculation is as follows: distance and time used × unit price = amount to be deducted. The remaining amount will be refunded or issued as a credit voucher. The choice is yours.
4. 4. Refund Processing Time
From the moment the refund is approved, the process is as follows:
- On our end: refund approval within 1 business day, submission to the payment processor within 2-3 business days.
- On the bank's end: the refund will appear on your card statement within 3-10 business days (10-15 days for international cards).
- Total average time: 5-13 business days.
If you do not see the refund after 10 business days, please check your bank statement and then contact our operations team.
5. 5. How to Apply
- Member dashboard: My Bookings > Cancel button — this is the fastest method.
- WhatsApp: send us your reservation number, and we will process your request within 5 minutes.
- Email: complaints@elementransfer.com — we will respond within 1 hour.
- Call center: Our phone lines are open 24 hours a day.
Last updated:
Frequently Asked Questions
The six most common questions about our cancellation and refund processes.
Approved refunds are processed within 1-3 business days. The time it takes for the funds to appear on your bank card is determined by your bank, typically ranging from 3-10 business days. For international cards, this period may extend to 10-15 business days.
Yes, partially. For tour bookings, you receive a 100% refund for cancellations made more than 72 hours before the tour date, a 50% refund for cancellations between 72 and 24 hours, and no refund for cancellations made less than 24 hours in advance. For custom tours (e.g., special routes, private guides), the specific terms are outlined in your agreement.
If your flight is cancelled by the airline, you are entitled to a 100% refund as this is a circumstance beyond your control. The airline's cancellation email or a notification on your boarding pass will suffice as proof; please attach it to your booking notes.
If severe weather conditions (such as a snowstorm, flooding, or road closures) prevent our chauffeur from ensuring a safe journey, we will cancel the transfer. This is considered a force majeure event, and you will receive a 100% refund. Conditions like light rain or cold weather do not qualify as grounds for cancellation.
Any amount paid by card will be refunded to that card. The value of the voucher itself is not refunded. However, if the voucher has not expired, you may use it for a future booking. If the voucher has expired, its value is forfeited.
If an issue arises after your journey has started (for example, ending the trip midway due to an error on our part), a pro-rata refund will be calculated. The cost for the completed portion of the journey (a minimum of 30%) will be deducted, and the remaining balance will be returned to you either as a refund or a service voucher. You can choose which option you prefer.
Need to cancel?
You can cancel with one click via Your Account > My Bookings, or by using the contact form.
