1. Cancellation requests
Customers with eligible confirmed bookings can submit a Cancellation Request through My Booking. Submission of a request does not automatically cancel the reservation.
2. When a booking is cancelled
A booking is considered cancelled only after Novix approves the cancellation request or otherwise confirms cancellation to the customer.
3. Changes instead of cancellation
If travel plans have changed but the transfer is still required, customers should submit a Change Request instead of cancelling and creating a duplicate reservation.
4. Late requests
Cancellation or change requests close to the scheduled pickup time may already involve committed operational costs. Any applicable charge or refund handling depends on the booking circumstances and commercial terms communicated for the reservation.
5. No-show situations
If a passenger does not arrive at the agreed pickup location or cannot be contacted within the applicable operating conditions, the booking may be recorded as a no-show.
6. How to request cancellation
Open My Booking, select the relevant confirmed reservation and submit a Cancellation Request with a short explanation. Novix will review the request and update its status.