Legal
Cancellation and Refund Policy
Clear cancellation windows, no-show rules, and refund handling by service type.
Policy principle
The cancellation conditions shown in the final quotation and immediately before payment form part of the booking. If a service-specific confirmation is more favourable than this general policy, the more favourable confirmed term applies.
Lisbon metropolitan transfers
A transfer is treated as metropolitan only when both the pickup and drop-off are within the Lisbon Metropolitan Area. The cancellation deadline is 24 hours before the scheduled pickup. A cancellation received at least 24 hours before pickup is eligible for a refund of the amount paid for the affected service, less 6% retained exclusively for bank and payment-processing costs.
Long-distance transfers
A transfer is treated as long-distance when either the pickup or drop-off falls outside the Lisbon Metropolitan Area. The cancellation deadline is 72 hours before the scheduled pickup. A cancellation received at least 72 hours before pickup is eligible for a refund of the amount paid for the affected service, less 6% retained exclusively for bank and payment-processing costs.
Late cancellations
A cancellation received after the applicable 24-hour or 72-hour deadline may be charged in full because the vehicle, chauffeur, dispatch capacity, and any route-specific resources have already been committed. The booking confirmation identifies the applicable category and deadline for every purchased journey.
Bank processing costs
For an eligible cancellation, the service amount is refunded at 100% less a 6% deduction for bank and payment-processing costs. The confirmation page and email show an estimated refundable amount for transparency. Any mandatory consumer protection, card-scheme rule, chargeback right, or more favourable written confirmation that requires a different treatment will prevail.
Chauffeur by the hour or day
Unless a proposal states otherwise, free cancellation is intended up to 48 hours before service. Cancellations inside that period may be charged up to the full reserved minimum because a substantial block of chauffeur availability has been removed from sale.
Tours and bespoke itineraries
The confirmation will identify the applicable cancellation schedule. Guides, venues, restaurants, boats, tickets, accommodation, and other third-party elements may carry earlier deadlines or non-refundable costs. We will disclose known supplier restrictions before confirmation where reasonably possible.
Events and multi-vehicle movements
Conferences, roadshows, weddings, delegations, and bookings involving several vehicles may require a deposit and staged cancellation charges. Those terms will be set out in the signed proposal and take precedence for that booking.
How to cancel
Use the account cancellation control where available or contact the concierge through an official channel with the booking reference, lead passenger, and service date. A cancellation is effective when received by us, and we will provide written acknowledgement.
No-shows
A service may be treated as a no-show after the confirmed waiting allowance has expired, reasonable contact attempts have failed, and the passenger has not attended the agreed pickup point. A no-show may be charged in full. The confirmation will explain airport and non-airport waiting allowances.
Flight disruption
When a valid flight number was provided on time, we will use reasonable efforts to adjust for published delay. Cancellation, diversion, major schedule change, or arrival on an unnotified flight may require a new pickup plan and additional charges. We will always seek a practical solution before treating an airport booking as a no-show.
Client-requested changes
A material date, time, route, duration, vehicle, or passenger change may be treated as cancellation and rebooking if the original resources cannot be reassigned. We will explain any price or cancellation consequence before accepting the change.
Cancellation by us
If we cancel a confirmed service and cannot offer a reasonable equivalent accepted by the client, we will refund the amount paid for the affected service. This does not limit any mandatory rights available under applicable law.
Refund process
Approved refunds are returned to the original payment method unless another lawful method is agreed. For eligible transfers, the refund is the affected service amount less the disclosed 6% bank and payment-processing cost. We initiate approved refunds promptly, normally within 5 business days; the card network or bank may require additional time before funds appear.
Chargebacks
Clients should contact us first so that we can investigate quickly. Initiating a chargeback does not remove contractual obligations, and we may provide the booking confirmation, communications, service records, and cancellation acceptance to the payment provider when responding to a dispute.
Exceptional circumstances
We may consider documented serious illness, bereavement, or exceptional travel disruption at our discretion. A discretionary waiver in one case does not amend the policy for other bookings. For complex cross-border, multi-day, multi-vehicle, or bespoke itineraries, the final confirmation may require manual operational approval before a price becomes binding.