Cancellation and refund policy
Plans change. This page explains, in plain words, what happens when you cancel or change a transfer or a tour, and when we refund.
In short
- Transfers on the Premium fare: free cancellation up to 24 hours before pickup, with a full refund to the same card, and free changes up to 12 hours before.
- Transfers on the Economy fare: no free cancellation. One change is included if you let us know at least 24 hours ahead.
- Tours: free cancellation up to 48 hours before the start, unless the tour page says otherwise.
- Refunds are issued within 5 business days. Your bank may take a few more to show it.
Airport transfers
Every transfer has two fares for the same private vehicle and the same driver. With the Premium fare you can cancel up to 24 hours before the scheduled pickup for a full refund. The Economy fare, the lowest price, does not include free cancellation: if you cancel, there is no refund. The airport taxi is sold only on Premium and the group van only on Economy. Round trips are two legs; canceling one leg refunds that leg only.
On Premium, cancellations made less than 24 hours before pickup are not refunded. The exception is when the airline cancels your flight: send us the airline notice and we refund the affected leg.
| When you cancel | Refund |
|---|---|
| Premium, more than 24 h before pickup | 100% |
| Premium with less than 24 h, or Economy fare | No refund |
| Airline cancels your flight | 100% of the affected leg |
| No-show (60 min after landing, no message) | No refund |
Tours and activities
Most tours can be cancelled free up to 48 hours before the start time. Some experiences with limited capacity, such as swimming with whale sharks, have a 72-hour window; the tour page and your voucher show it.
If the operator cancels for weather or safety, you choose another date or a full refund.
Changes
On the Premium fare, changing your flight, arrival time, number of passengers, hotel within the same zone or extras is free up to 12 hours before pickup. The Economy fare includes one change, as long as you let us know at least 24 hours ahead. Changes are made from MyTrip. A change to a more expensive vehicle or zone is charged the difference; a cheaper one is refunded.
No-shows and waiting time
Your driver waits 60 minutes after your flight lands, at no cost, and longer if you write to us. If we cannot reach you and you do not appear within that time, the leg is considered a no-show and is not refunded. For hotel pickups, the waiting time is 15 minutes.
How refunds work
Refunds go to the payment method you used, within 5 business days from the cancellation. Card issuers can take 3 to 10 additional business days to display it. Gift-card payments are refunded to the gift card.
How to cancel
- Open MyTrip from your confirmation email or WhatsApp.
- Tap Cancel booking at the bottom of the page and confirm.
- You receive a cancellation email with the refund amount and date.
- No link? Write to help@etransfers.com with your reference.
Write to legal@etransfers.com or use the contact page.