REFUND & CANCELLATION POLICY

Cancel 24+ hours before pickup — full refund.
Cancel under 24 hours or passenger no-show — 100% charge.
Driver no-show — 100% refund.
Refunds processed within up to 10 business days (usually faster) to the original payment method.

Email support@togotransfer.com with the subject “Cancel + Order #”. You can cancel any time before pickup.

Cancel 24 hours or more before the scheduled pickup time — 100% refund.
Refunds are sent to the same payment method (or to your in-app balance upon request) within up to 10 business days after approval.
Your bank/payment provider may keep non-refundable processing fees.

If less than 24 hours remain before pickup, the booking is a Late Cancel — no refund (100% charge).

We know flights and trains can be delayed. These are the free waiting windows:

If the passenger does not arrive within the free waiting window, the ride is treated as a passenger no-show — 100% charge, no refund.

You receive a 100% refund.
Please email proof within 3 hours of the scheduled start: geotagged photos, short videos, chat/call screenshots, arrival board photo, receipts, etc.
Keep these materials for at least 3 months.

Changes to key parameters (pickup time, route, vehicle class, passenger count, etc.) are allowed only by mutual agreement with the driver before pickup via the in-app chat.
If changes are substantial and the driver does not agree, it’s treated as a passenger-initiated cancellation — Late Cancel (100%).

Illness, accident, natural disaster or other justified reasons are reviewed case-by-case. Email support@togotransfer.com with supporting documents.

Approved refunds are processed within up to 10 business days. Actual speed depends on your bank/payment provider.

First response from Support: within 5 business days.
Final decision: within 15 business days after we receive all necessary information.

If the driver cancels? You may accept another offer or receive a full refund.
My flight is delayed — do I need to do anything? Within the free waiting window, no action is needed. For longer delays, message the driver in the order chat; extra waiting may apply per the driver’s offer.
I changed time/route — does that count as cancellation? If the driver agrees in chat, you’re fine. If not, it’s treated as a passenger cancellation (Late Cancel).
Where do refunds go? To the original payment method (or to your in-app balance upon request).

Email support@togotransfer.com
Include Order #, pickup date/time, and reason
For driver no-show, send evidence within 3 hours
Expect a reply within 5 business days; approved refunds arrive within up to 10 business days

This is a user-friendly summary. If there’s any discrepancy, the ToGoTransfer User Agreement prevails.

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