Cancellation and Refund Policy

Every offer shows its free-cancellation deadline before booking. The deadline is also shown on the booking and on the voucher.

• Booking still awaiting supplier confirmation: the card has not been charged. The cancellation is sent to the supplier and the hold on the card is released.
• Confirmed booking, cancelled before the deadline: the booking is cancelled with the supplier and the full amount is refunded after Voyaqo approves the refund.
• Confirmed booking, cancelled after the deadline: the cancellation is still sent to the supplier so no driver is dispatched, but nothing is refunded. The agency confirms this before cancelling.
• After the pickup time: cancellations cannot be made in the platform; contact Voyaqo support.

A cancellation takes effect when the supplier confirms it. If the supplier refuses a cancellation, the booking stays as it was and Voyaqo support will contact the agency.

• Contact details, flight number and notes can be changed until the pickup time, with no change to the price.
• The pickup time, number of passengers and luggage can be changed until the free-cancellation deadline.
• If the supplier accepts the change, the price stays the same. If the supplier changes the price, Voyaqo contacts the agency before anything is charged or refunded.
• If the supplier cannot change bookings, the agency books the new trip and pays its price. The original booking stays in place until the new one is confirmed; it is then cancelled free and its full amount is refunded after Voyaqo's approval.

If the passenger is not at the meeting point within the free waiting time, the transfer is a no-show and is not refunded.

If a supplier cancels a confirmed booking or fails to provide it, Voyaqo will offer an alternative where possible or refund the full amount paid for that transfer.

Every refund of an amount already charged is reviewed and approved by the Voyaqo team. Approved refunds are paid to the card used for the booking. The time for the money to appear depends on the card issuer. The agency can follow the refund status on the booking page.