This Cancellation & Refund Policy applies to bookings made with Fleeyo Limited (“Fleeyo”, “we”, “us” and “our”).
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.
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.
Unless clause 4 applies, the following standard cancellation terms apply:
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.
No refund will be due if the booking is treated as a no-show.
A booking may be treated as a no-show where:
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.
Where a delay after airport formalities becomes substantial, Fleeyo will contact the customer to agree a revised collection or any additional service before continuing. If the passenger cannot be contacted after reasonable attempts, or no workable arrangement can be agreed, the booking may be treated as a no-show.
The standard airport pickup or access cost planned for the collection is included in the confirmed fare. Where a delay after the agreed collection causes a higher airport charge, only the additional amount above that included cost may be added, and we will explain it wherever reasonably possible.
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.
If the customer requests changes after the booking is confirmed, including changes to time, location, route or stops, Fleeyo may:
The confirmed fare includes the standard airport pickup or drop-off charge, and any mandatory toll or access charge, for the agreed journey. Additional charges may apply only where reasonably incurred for:
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.
If Fleeyo cancels a booking and the customer is not at fault, we will normally offer either:
For cancellation and refund queries, please contact: