CANCELLATION, REFUND & AMENDMENT POLICY

1 Scope

These Cancellation, Refund & Amendment Conditions apply to transfer reservations provided under the 35 MOYA VIP Transfer service brand.

Special conditions may be separately agreed for corporate transportation, group transfers, weddings and special events, tours, event transportation or dedicated vehicle allocations. Where such special conditions have been communicated to and agreed with the customer, those conditions will apply to the relevant reservation.

2 Cancellation by the Customer

Unless different conditions have been specifically agreed for the reservation, the following cancellation rules apply:

• 12 hours or more before the transfer: 100% of the amount paid for the cancelled service will be refunded.
• Less than 12 hours but at least 6 hours before the transfer: 50% of the amount paid for the cancelled service will be refunded.
• Less than 6 hours before the transfer: no refund will be made.
• No-Show: no refund will be made.

3 Airport Transfer Waiting Time

For airport arrival transfers, the waiting period is calculated from the actual landing time of the flight, rather than only from the originally scheduled flight time.

Passengers are expected to collect their baggage, proceed toward the communicated meeting point and contact us when necessary within this period.

If the passenger cannot be reached and no information is received within 60 minutes after the actual landing time, the reservation may be treated as a No-Show.

4 Waiting Time for Non-Airport Pick-Ups

For hotel, residence, office, venue or other non-airport pick-up points, the standard waiting period is up to 15 minutes from the scheduled pick-up time.

If the passenger contacts us before the standard waiting period expires, additional waiting time may be considered depending on operational availability. Additional waiting is not guaranteed and an additional charge may apply.

If the passenger does not arrive at the agreed pick-up point and cannot be reached within the waiting period, the reservation may be treated as a No-Show.

5 No-Show

A reservation may be considered a No-Show where the passenger does not arrive at the agreed meeting point within the applicable waiting period and cannot be reached, or where no information is provided regarding the delay.

No refund is provided for a reservation classified as a No-Show.

6 Flight Delays, Cancellations and Schedule Changes

For airport transfers, where accurate flight information has been provided, the actual flight status may be taken into account when planning the operation.

If the airline cancels the flight or makes a material change to the flight schedule, the customer should inform us as soon as reasonably possible.

Where the customer informs us and the new transfer time can be accommodated operationally, the reservation may be moved to the new date or time without a change fee.

If the requested new operation cannot be provided because of vehicle, driver or operational availability, the parties may consider an alternative date, time or other appropriate solution.

7 Changes Requested by the Customer

Requests to change the transfer date or time may be accepted without a separate amendment fee where operational availability allows.

If the requested change also changes the route, vehicle category, number of vehicles, duration, additional stops or scope of the service, a price difference may apply.

A change request becomes effective only after it has been confirmed by 35 MOYA VIP Transfer.

8 Incorrect or Incomplete Reservation Information

The customer is responsible for providing accurate information including the transfer date, time, flight information, pick-up and destination points, passenger count and contact details.

If incorrect or incomplete information causes the service to be delayed, performed incorrectly, prevented from being performed or requires an additional operation, additional costs may be charged to the customer where applicable.

Customers should review the reservation confirmation and inform us promptly if they identify an error.

9 Additional Stops and Changes to the Service

Additional stops, route changes, additional waiting, changes to the vehicle requirement or other additions requested after the reservation has been confirmed are subject to operational availability.

Where such a request increases the distance, duration, vehicle requirement or operational cost of the service, an additional fee may be charged.

10 Cancellation by 35 MOYA VIP Transfer

If a confirmed transfer has to be cancelled by us for operational reasons and a suitable alternative service cannot be provided, or the alternative offered is not accepted by the customer, the amount paid for the affected service will be refunded in full.

Where appropriate, the reservation may instead be rescheduled to another date or time by mutual agreement.

11 Refund Method and Processing

Approved refunds are made in the same currency in which the relevant payment was received and, where reasonably possible, through the same payment method used for the original transaction.

The time required for a refund to appear in the customer's account may vary depending on the bank, card issuer or payment service provider and is outside our direct control after the refund has been processed by us.

12 Round-Trip and Multi-Service Reservations

Where a reservation contains an outbound and return transfer, each transfer leg is evaluated separately according to its own scheduled start time.

Cancellation or use of one transfer leg does not automatically cancel or refund the other transfer leg unless this has been separately requested and confirmed.

Likewise, where only part of a multi-passenger or multi-service reservation is used, this does not automatically create a right to a refund for the unused part.

13 Special Reservations and Force Majeure

Corporate services, group transportation, weddings, special events, tours, event transportation and dedicated vehicle allocations may require vehicles, drivers or other operational resources to be reserved specifically for the customer.

For such reservations, special cancellation, payment, amendment or refund conditions may be communicated separately before confirmation. Where agreed, those special conditions take precedence for the relevant reservation.

In cases of force majeure or circumstances beyond the reasonable control of the parties, including circumstances that materially prevent or affect the operation, priority will be given where reasonably possible to an alternative route, date or time.

Any amendment or refund in such circumstances will be evaluated according to the specific event, the stage of the service, costs already incurred and applicable law.

14 Notification, Consumer Rights and Application of These Conditions

A cancellation or amendment request is considered received when it reaches our company through an accepted communication channel. Customers are advised to obtain confirmation that their cancellation or amendment request has been received.

Nothing in these conditions is intended to exclude or restrict mandatory rights granted to consumers under applicable law.

Where mandatory legislation provides the customer with rights that cannot legally be limited by agreement, those statutory rights remain reserved.