Cancellation & Refund Policy

1. Overview

At Colombo Airport Taxi Pvt Ltd, we understand that travel plans can change. This policy outlines our cancellation and refund procedures for all bookings made through our website, mobile app, or WhatsApp. We aim to be fair and transparent in all cancellation matters.

2. Free Cancellation

You may cancel your booking free of charge under the following conditions:

• More than 24 hours before pickup: Full refund, no cancellation fee
• Booking made within the last 30 minutes: Full refund regardless of pickup time (cooling-off period)

3. Late Cancellation

Cancellations made less than 24 hours before the scheduled pickup time:

• 12–24 hours before pickup: 25% cancellation fee applies
• 6–12 hours before pickup: 50% cancellation fee applies
• Less than 6 hours before pickup: 75% cancellation fee applies
• Less than 1 hour before pickup or after driver dispatch: No refund

4. No-Show Policy

A booking is considered a "no-show" if:

• You do not appear at the pickup location within 60 minutes of the scheduled time (airport pickups)
• You do not appear within 30 minutes for hotel/location pickups
• You cannot be reached by phone or WhatsApp during the waiting period

No refund is provided for no-show bookings. The full booking amount will be charged.

5. How to Cancel

You can cancel your booking through:

• Website/App: Go to Activity → select your booking → Cancel
• WhatsApp: Send your booking ID and cancellation request to our support number
• Email: Send cancellation request with your booking ID

Please include your booking ID and reason for cancellation. You will receive a confirmation of your cancellation via email or WhatsApp.

6. Refund Process

Online Payments (Stripe)

• Eligible refunds are processed within 5–10 business days
• Refunds are credited to the original payment method (credit/debit card)
• Your bank may take additional time to reflect the refund on your statement

Cash Bookings

• No advance payment is collected for cash bookings
• Cancellation is free — simply notify us before the pickup time
• Repeated no-shows on cash bookings may result in account restrictions

7. Cancellation by Us

In rare cases, we may need to cancel your booking due to:

• Extreme weather conditions or natural disasters
• Road closures, strikes, or civil unrest
• Vehicle breakdown (we will attempt to arrange an alternative)
• Safety concerns

If we cancel your booking, you will receive a full refund regardless of timing. We will also attempt to arrange an alternative vehicle or reschedule at no extra cost.

8. Modifications

You may modify your booking (change date, time, or destination) without cancellation fees, subject to availability:

• More than 12 hours before pickup: Free modification
• Less than 12 hours before pickup: Subject to availability, may incur price difference
• Price differences (higher or lower) will be adjusted accordingly

9. Service Issues & Complaints

If you experience any issues with your service, you may be eligible for a partial or full refund:

• Driver did not arrive: Full refund
• Significant delay (over 30 minutes) not caused by traffic: Partial refund at our discretion
• Vehicle not matching booked category: Price difference refunded
• Safety concerns during the trip: Reviewed case-by-case

Please report any issues within 48 hours of your trip. Include your booking ID, description of the issue, and any supporting evidence (photos, screenshots).

10. Disputes

If you disagree with a cancellation charge or refund decision, please contact our support team within 7 days. We will review your case and respond within 48 hours. All disputes are handled in good faith with the goal of reaching a fair resolution.

11. Contact Us

For cancellations, refund inquiries, or disputes:

• Company: Colombo Airport Taxi Pvt Ltd
• Location: Colombo, Sri Lanka
• Contact: Via WhatsApp or our website contact form
• Response time: Within 24 hours