Payments/Cancellations

Thank you for choosing our services. We understand that travel plans can sometimes change unexpectedly. To ensure transparency for all our customers and drivers, we have established the following cancellation policy.

Payments

Please note that the full amount for your route/transfer booking will be charged and processed upon successful booking through our website. This prepayment secures your vehicle and driver for the specified date and time.

You can pay using your debit/credit card via the Viva.com billing system. Learn more about Viva.com here.

Cancellations

Cancellations made more than 48 hours before the scheduled route/transfer:
If you need to cancel your booking and do so more than 48 hours before the scheduled pickup time (e.g., if your transfer is scheduled for 3:00 p.m. on Wednesday, you must cancel by 2:59 p.m. on Monday), you will be entitled to a full refund of the original booking cost (minus transaction fees).

Cancellations made within 48 hours of the scheduled route/transfer:
For cancellations made within 48 hours of your scheduled transfer time (including the 48-hour mark), or in the case of a no-show, no refund will be issued. This is because the vehicle and driver have been reserved exclusively for your route, making it impossible to reschedule them on such short notice.

Transaction Processing Fees:
Please note that while we will fully process eligible refunds, the original payment processing fees related to your initial booking are non-refundable. These fees are charged by third-party payment processors and cover the cost of facilitating the transaction. The amount of these fees may vary depending on the payment method used and the policies of the specific payment processor.

How to Cancel:
To cancel your booking, please send us an email with your booking ID, requesting the cancellation. Make sure you receive confirmation of your cancellation to ensure it has been processed.

By proceeding with your booking, you acknowledge and agree to these terms. If you have any questions or need further clarification, please do not hesitate to contact us.