This Refund Policy explains when cancellations and refunds apply to chauffeur and transport bookings made with Pilot & Car. Specific terms shown at checkout or in your booking confirmation also apply.
1. Standard cancellations
Cancellations made at least 24 hours before your scheduled pick-up time are eligible for a full refund to the original payment method, unless a different rate or package was agreed in writing.
2. Late cancellations
Cancellations within 24 hours of pick-up may incur a fee depending on the service type, vehicle allocated, and any costs already incurred. Our team will confirm the applicable amount before processing.
3. Last-minute bookings
Bookings classified as last-minute at checkout (typically with pick-up within a short window of confirmation) are non-refundable if cancelled, as stated during the booking process.
4. No-shows & early termination
If the passenger is not available at the agreed pick-up location within the waiting period, the booking may be treated as a no-show and charged in full. Early termination of hourly or daily hire may not qualify for a partial refund.
5. Changes & rescheduling
Trip changes are subject to availability. Minor amendments may be free when requested in good time; substantial changes close to pick-up may be treated as a cancellation and rebooking under the rules above.
6. Service issues
If we fail to provide the booked service due to our error, we will offer a suitable remedy—which may include rebooking, credit, or a refund depending on the circumstances.
7. Refund processing
Approved refunds are returned to the original payment method where possible. Processing times depend on your bank or card issuer and may take several business days after we approve the refund.
8. How to request a refund
Contact us as early as possible with your booking reference at info@pilotandcar.ae, +971 50 785 2656, or via our Contact us page.