This document sets out the financial terms for cancelling a booked service and the rules that apply when a passenger does not turn up. The policy exists to keep the logistics stable, to guarantee that a car arrives for every customer, and to compensate drivers fairly for their time.
Free cancellation and changes
You may cancel a booking free of charge, or make a substantial change to it (date, pickup time, route), no later than 24 hours before the scheduled start of the trip. Easy Transfer then refunds everything paid in advance, with no hidden fees.
Late cancellation
If a request to cancel or move a transfer arrives less than 24 hours before the agreed pickup time, the company retains 100% of the order value. The car and the driver were held for your schedule alone and cannot be reassigned to another trip at such short notice.
No-show policy
A trip counts as a no-show when the passenger does not appear at the meeting point after the free waiting time has run out and does not answer the driver or support.
- Airports and railway stations: the waiting limit is 60 minutes after the flight actually lands.
- Hotels, offices and other addresses: the waiting limit is 15 minutes from the agreed pickup time.
If the passenger has not appeared within that time, the driver may leave and the order counts as fulfilled. A charge of 100% of the transfer price applies. Any additional costs the company incurred — paid parking while waiting, for instance — may also be invoiced.
Flight delays and cancellations
We track your flight automatically by the number you gave us.
- A delayed flight: the pickup time is adjusted automatically. The driver waits for you at no extra charge.
- A flight cancelled by the airline: if the airline cancelled the flight officially, and you told our support before the driver set off for the airport, we will move the transfer to a new date and time free of charge, or convert the amount into credit towards a future trip.
Force majeure
We know that events beyond anyone's control happen — natural disasters, a sudden hospital admission, a border closing. Cancellations caused by force majeure are considered individually by the company's management, provided you supply the relevant official documents.
How to cancel
To cancel an order officially, email our support team, contact your account manager (for business customers), or use the cancel button in your account. A message sent straight to the driver does not count as a cancellation.