Cancellation & Refund Policy

This Cancellation & Refund Policy applies to bookings made with Fleeyo Limited (“Fleeyo”, “we”, “us” and “our”).

1. General

Because our services relate to passenger transport booked for a specific date and time, the cancellation position differs from standard online retail purchases.

This policy explains when cancellation charges apply and how refunds are handled.

2. How to cancel

If you need to cancel a booking, please contact us as soon as possible using the contact details provided on our website.

A cancellation is only treated as received once it has reached us through an accepted communication channel.

3. Standard cancellation charges

Unless clause 4 applies, the following standard cancellation terms apply:

• More than 24 hours before the scheduled pickup time: full refund
• Between 24 hours and 6 hours before the scheduled pickup time: 30% cancellation charge
• Less than 6 hours before the scheduled pickup time and up to the pickup time: 50% cancellation charge

4. Driver dispatched or already travelling

The standard cancellation windows above do not apply where the driver has already been dispatched or has started travelling to the pickup point.

In those circumstances, no refund will usually be due, because operational costs have already been incurred.

5. No-show

No refund will be due if the booking is treated as a no-show.

A booking may be treated as a no-show where:

• The passenger is not present at the agreed pickup location within the applicable waiting period
• The passenger is uncontactable after reasonable attempts
• The passenger fails to follow the agreed pickup instructions
• The passenger abandons the booking without adequate notice

6. Airport pickups

For airport pickups, Fleeyo includes flight monitoring where valid flight details have been provided.

We will use reasonable efforts to accommodate delays connected with the flight and airport process. However, passengers must remain contactable and follow the pickup instructions provided.

Additional waiting charges may apply where there is excessive delay after airport formalities or where the passenger cannot be contacted.

7. Non-airport pickups

For non-airport pickups, a waiting period of up to 15 minutes from the scheduled pickup time is generally allowed.

After that, additional waiting charges may apply and the booking may be treated as a no-show if the passenger remains unavailable or unreachable.

8. Changes requested by the customer

If the customer requests changes after the booking is confirmed, including changes to time, location, route or stops, Fleeyo may:

• Apply an additional charge
• Treat the change as a new booking
• Refuse the change where it is not reasonably possible

9. Additional charges

Even where the original fare is fixed, additional charges may apply where reasonably incurred, including for:

• Additional waiting time
• Parking
• Tolls
• Drop-off fees
• Extra stops
• Cleaning
• Damage
• Customer-requested booking changes

10. Refunds

Where a refund is due, Fleeyo will refund the amount paid less any third-party payment processing charges that are not returned to us by the payment provider.

Any approved refund will normally be made back to the original payment method used for the booking, within a reasonable period. Processing times may vary depending on the payment provider or card issuer.

11. Cancellation by Fleeyo

If Fleeyo cancels a booking and the customer is not at fault, we will normally offer either:

• A full refund, or
• An alternative arrangement where available and acceptable to the customer

12. Contact

For cancellation and refund queries, please contact: