Cancellation Policy

Nature of this policy

Passenger transport services are excluded from the statutory right of withdrawal from a distance contract (Article 38(12) of the Polish Consumer Rights Act). This cancellation policy constitutes voluntary contractual rules, more favourable to the client, which VIP Transfers applies in place of the statutory 14-day right of withdrawal.

Cancellation by the client

The rules below apply to reservations cancelled by the client. Refunds are calculated from the amount due for the ride.

Transfers up to 50 km

Transfers over 50 km

Hourly chauffeur service

For Premium, Event and Group services, and for wedding and occasion transport, a dedicated cancellation policy applies, stated in the quotation. In the event of any discrepancy, the policy set out in the quotation prevails. How this category of service is priced is described in section 3.2 of the Terms of Service.

Collection of the amount due

Where cancellation falls within a tier that carries a charge, the amount due constitutes a cancellation fee. If the ride was paid in advance, the fee is deducted from the payment and the balance is refunded to the original payment method.

Under the "card after the ride" model (no advance payment), the tiers in the tables above translate directly into a cancellation fee charged to the saved card: "no refund" means a fee equal to 100% of the ride amount, "50% refund" means a fee of 50%, and "100% refund" means no fee.

If payment is deferred (the "card after the ride" model) or a card was saved during booking, the cancellation fee due may be charged to the saved card without further confirmation. The charge is made on the basis of the authorisation and authentication given during booking (merchant-initiated, off-session charges); before the charge you will receive notice of the amount and its basis. The same applies to a passenger no-show fee.

After each charge you will receive a receipt and an invoice by email. Detailed payment rules, the list of possible charges, and how to opt out of card storage are set out in the Terms of Service and the Privacy Policy.

Passenger no-show

If the passenger does not appear at the agreed pickup location and time, the chauffeur waits at least 15 minutes for standard transfers and at least 60 minutes for airport pickups (counted from landing, where the flight number is known), unless a different period is stated in the booking confirmation. After that period and once the no-show is documented (contact attempts, time), the reservation is treated as fulfilled and the full ride amount is due.

The no-show fee may be charged to the saved card on the basis of the authorisation and authentication given during booking, in accordance with the rules above. The full ride amount is the upper limit of such a charge.

Cancellation by VIP Transfers

In exceptional circumstances (force majeure, weather conditions) VIP Transfers may cancel a reservation with a full refund.

Rescheduling

Free rescheduling of the date or time of the ride applies to a genuine change of plans and is possible up to 12 hours before the scheduled pickup, subject to availability. Rescheduling may not be used to circumvent a cancellation fee; if the ride is subsequently cancelled, the cancellation fee is calculated according to the tier applicable to the original pickup time for the relevant service category.

Changes can be made in the mobile app, the client portal or by contacting us.

Flight delay

For airport transfers, VIP Transfers automatically monitors the flight status and adjusts the pickup time. A flight delay is not treated as a cancellation.

Contact

For cancellations or changes, please contact us:

Email: kontakt@viptransfers.pl

Phone: +48 574 254 347