Cancellation and refunds

Use Manage booking with your booking reference and the email used at checkout. You may also write through Contact and quote the reference.

Online cancellation is available until the trip is completed or already cancelled. Same-day amendments depend on vehicle and chauffeur availability. A change that affects route, time, vehicle class, passenger count or extras is a requote, not a silent edit of the original fare.

Notice is measured from the moment we receive a complete cancellation (online or in writing) until the scheduled pickup time on the confirmed booking, in Asia/Singapore.

• Airport arrivals: the scheduled collection time on the booking, not the original flight schedule.
• Hourly and full-day charters: the booked start time.
• Return trips: each leg is assessed on its own pickup time if booked as separate jobs; a single return booking follows the first pickup.

The following matrix is applied automatically. Percentages apply to the commissionable fare of the cancelled booking, not to promotional discounts funded by the platform.

If no chauffeur had been assigned when you cancel, the chauffeur share is not paid. The customer charge in the table still applies.

Commissionable fare is the transport price used for chauffeur earnings: the published journey fare after platform-funded promotions, before GST (GST is off until enabled), and excluding items treated as reimbursements or tips.

Meet-and-greet, extra stops already confirmed, child/booster/infant seats, late-night and zone lines that formed part of the original quote are included in that fare unless labelled as a reimbursement. Waiting time billed after the trip has started is additional and is not refunded if you cancel once the chauffeur is already waiting.

If the chauffeur arrives on time, waits for the included waiting window, and cannot locate the passenger after reasonable contact attempts, the booking is a no-show. The full fare is charged. There is no refund of the commissionable fare.

Included waiting in the current fare table:

• Airport arrival: 60 minutes after landing (see section 6).
• Airport departure and point-to-point: 15 minutes from the scheduled pickup.
• Hourly and full-day: the booked start time; late passengers consume the hired hours.

Waiting beyond the included window is charged in 15-minute blocks at the class rate shown at booking (sample: $15 per block; S-Class $25; 23-seat $20; 45-seat $30). Those blocks, once incurred, are payable even if the passenger then cancels.

Provide a flight number when you book an arrival. Complimentary waiting is planned from actual landing plus the immigration allowance in the fare table, not from the original scheduled time.

• Delay: the job moves with the inbound flight. Extra waiting after the included window is billed as waiting blocks unless operations agree otherwise in writing.
• Diversion or cancellation of the flight: tell us as soon as you know. If the chauffeur has not yet mobilised, we will credit or reschedule under the notice matrix above. If the chauffeur is already en route or on site, mobilisation and waiting already incurred may be charged.
• Wrong terminal or missed collection: contact operations immediately. A second pickup is a new movement and is quoted separately.

Ending an hourly or full-day charter early does not, by itself, create a refund of unused hours. The booked block is the product. Unused hours may be credited only if operations can reassign the vehicle and you cancel under section 3 with sufficient notice.

Extra stops, seats, meet-and-greet and zone charges that were on the confirmed quote follow the same cancellation matrix as the journey. Parking, ERP, tolls and other reimbursements already incurred are payable in full and are not reduced by the matrix.

If we cannot fulfil a confirmed booking (vehicle failure, chauffeur default, or an operational refusal that is not your fault), you will receive a full refund of amounts paid for that job, or a replacement vehicle of the same or higher class at no extra charge, at your choice where time allows.

The cancelling chauffeur or partner receives no cancellation payout on that job.

Invoice and purchase-order bookings use the same notice matrix. The cancellation fee is added to the next invoice or deducted from any unused credit. Jobs still waiting for corporate approval may be withdrawn by the booker without a cancellation fee until they are approved and confirmed.

Written quotations that have not been accepted expire as stated on the quote (typically 30 minutes for retail snapshots; corporate quotes as dated on the proposal). Letting a quote expire is not a cancellation of a booking.

• Card, Apple Pay, Google Pay and PayNow: refund to the original method once the gateway is connected. Until then, demonstration checkout records a refund on the booking ledger only.
• Corporate invoice: a credit note against the account.
• Promotional discounts are funded by the platform and do not reduce chauffeur earnings.
• GST, when enabled, is refunded in the same proportion as the underlying fare.
• Bank or gateway processing time is outside our control. We will start the refund when the cancellation is recorded.

We are not liable for failure to perform caused by events beyond reasonable control, including but not limited to extreme weather, haze closures, official road closures, checkpoint shutdowns, national emergencies, or airport instructions that prevent a legal pickup.

In those cases we will offer a reschedule or a credit. If the chauffeur could not reasonably mobilise, the customer cancellation matrix is not applied against you. If the chauffeur was already on site at your request, waiting already incurred may still be billed.

Raise a fare or cancellation dispute through Contact within 14 days of the trip date, with the reference and any evidence (flight status, chat logs, photographs of the meeting point). This policy is governed by the laws of Singapore. It is an operating document, not legal, tax or employment advice.

Related documents: Terms, Privacy & PDPA, and FAQ.