1. Free cancellation period
Unless a different condition is specifically disclosed for the selected service, customers may cancel a reservation free of charge when the cancellation request is submitted at least 48 hours before the scheduled pickup time.
2. Cancellations within 48 hours
Cancellation requests submitted less than 48 hours before the scheduled pickup may be non-refundable or may be subject to costs already committed to the driver, supplier or operation. Any applicable charge will depend on the circumstances of the reservation and the service conditions disclosed to the customer.
3. Refund method
If an eligible booking was paid online to Novix Transfers, the approved refundable amount will be returned to the original payment method whenever technically possible. The time required for the refund to appear on the customer's account may vary depending on the payment provider, bank and card issuer.
4. Pay-to-driver bookings
If no payment was collected by Novix Transfers, there is no online amount for Novix Transfers to refund. Any amount already paid directly to a supplier or driver is handled according to the applicable booking conditions and confirmed arrangements.
5. No-show situations
If a passenger does not arrive at the agreed pickup location, cannot be contacted within the applicable operating conditions, or provides incorrect information that prevents the transfer from being performed, the reservation may be recorded as a no-show and may be non-refundable.
6. Cancellation by Novix Transfers
If a confirmed service cannot be provided and a suitable alternative cannot be arranged, any amount collected by Novix Transfers for the unprovided service will be refunded.
7. Booking changes
Requests to change the date, time, route, passenger information or vehicle are subject to availability. A price difference may apply if the requested change affects the booked service.
8. How to request cancellation
Customers should use My Booking or contact [email protected] and provide the booking reference. A cancellation request is considered completed only after Novix Transfers confirms the cancellation.