Cancellation & Refund Policy

Cancelling a booking

- Cancellation more than 24 hours before the agreed time: 100% of the paid amount is refunded.
- Cancellation less than 24 hours before the agreed time: no refund, unless the Service Provider explicitly approves otherwise.
- No-show at the agreed time and location: no refund, and the service is considered performed.

Complaints

A customer may file a complaint about the service within 14 days of the ride (or its scheduled time) by e-mail at [email protected] or by phone at +382 (69) 326-486. The Service Provider will respond within 8 days of receiving the complaint, with an explanation and information on further handling.

Refunds for card payments

In the event of a refund to a customer who previously paid by payment card, in part or in full, and regardless of the reason for the return, the refund is made exclusively to the same Visa, Maestro® or Mastercard® card used for payment. This means that, at our request, the bank will refund the amount to the cardholder’s account.

- Refunds are made only to the same card used for payment, in accordance with the rules of the bank and card associations.
- The refund period is generally 5 to 14 business days, depending on the card-issuing bank and the payment system’s technical procedures.
- The Service Provider is not liable for refund delays caused by banks, the payment service provider or card associations.

Non-refundable circumstances

- cancellation less than 24 hours before the time (unless explicitly approved),
- customer no-show,
- a service already fully performed in accordance with the booking.