Cancellation, Change and Refund Policy

Version 4 · Last updated: October 14, 2026

This policy applies to airport transfers, taxis and day tours. Package travel is governed by the package travel conditions of that product. This policy does not limit your statutory rights that cannot be excluded by contract.

1. Where the time limits are shown

• Each company sets three separate time limits for each service it offers: the last time to book (how long before the service a booking can be made), the last time for free cancellation and the last time for changes. If no separate time limit is set for changes, the last time to book applies.
• The free cancellation period is shown in the search results, on the payment step, in your confirmation e-mail and on your voucher. The last moment for free cancellation is shown with date and time.
• The time limits are counted from the service time in your booking. A delay of your flight does not reopen a free cancellation right that has already expired.
• The free cancellation and change periods in force when you booked apply; if the company changes its periods later, your booking's periods stay the same.

2. Cancellation

• If you cancel within the free cancellation period, the full amount you paid is refunded; no payment processing fee is deducted.
• You can still cancel after that period, but no refund is made. The exceptions below and your statutory rights remain.
• You cancel from your booking page (signed in, or through the "Find my booking" page).
• If you paid a deposit, the refund covers the deposit you paid by card; the part due in the vehicle has not been paid yet, so you pay nothing more. For bookings paid fully in the vehicle, nothing was charged to your card, so there is no card refund.
• If a booking is cancelled because the company cannot provide the service, or for a reason caused by Voitrip, the full amount you paid is refunded.
• If you bought Flexible Booking, section 10 also applies.

3. Tours

• Each tour's free cancellation period is shown on the tour page and in your booking. Some tours are non-refundable; this is shown clearly before you buy.
• For tours awaiting the company's confirmation: if you cancel before the confirmation arrives, or the company does not confirm within the time shown on screen, the full amount you paid is refunded.
• If the company cancels the tour because of the weather, you choose between moving the tour to another day and a full refund. If you do not choose within the time you are given, the refund is made automatically.

4. Flight delay and flight cancellation

• If your flight is delayed, the vehicle comes for the actual landing time; a delay alone is not a "no-show" and is not charged extra. You can update the new flight time on your booking page.
• If your flight is cancelled altogether: within the free cancellation period you receive a full refund; after that period the ordinary cancellation rule applies.
• If you bought Flexible Booking, section 10 also applies.

5. Force majeure

If an extraordinary event really prevents the service (for example a natural disaster or an official ban), the full amount you paid is refunded. The mere mention of an event is not enough; its effect on your booking is assessed on reasonable evidence.

6. Changes

• Within the change period you can change the following on your booking page free of charge: flight number and time, pick-up time, passenger name and phone, number of bags and your note. A change of time alone is never charged.
• For taxi bookings you can change the passenger details and the note; extra waiting or an extra stop is added with its price shown to you and only with your consent.
• For a change of route, vehicle, number of people or date, write to our support channel (support@voitrip.com). If the change is possible, the new price is shown to you; if you accept, the difference is charged, and if the new price is lower, the difference is refunded to you. If no suitable vehicle is available, your existing booking stays valid as it is.

7. Delays, vehicle not arriving and service defects

• The vehicle arrives 30 minutes or more after the time in your booking (updated for your flight) and you take the ride: 20% of the service price is refunded.
• On a private transfer the vehicle does not come although you waited 30 minutes: the full amount you paid is refunded; if you take an alternative taxi, we pay up to 100 EUR per booking towards your documented cost.
• On a shuttle or speedy transfer the vehicle does not come at all: the same refund and support apply; the case is reviewed by our administrator.
• You travel in a vehicle of a lower class than booked, or in a vehicle that is not clean: 20% of the service price is refunded. The 20% is not added twice for the same incident.
• On a speedy shuttle, if there are more than 5 hotel stops during your ride (your own hotel included), you are entitled to complain.
• These payments do not limit your statutory rights; the 20% and the 100 EUR are not a general cap on liability. Voitrip pays you these refunds and this support.

8. How refunds are made

• Card refunds go back to the card you paid with and, depending on your bank, usually reach your account within 5–10 business days.
• If an amount you paid in the vehicle has to be refunded, or documented taxi costs are to be covered, the payment method is agreed with our support team.
• You can follow the status of the refund on your booking page and in our e-mails.

9. Complaints

• Please report a problem on your booking page from the pick-up time until 72 hours after the end of the service; if possible, add photos, receipts and message records.
• After 72 hours you can still write to our support channel (support@voitrip.com); this period does not remove your statutory rights.

10. Flexible Booking

• Flexible Booking can be bought only for an airport transfer and only when the booking is paid in full online; its fee is shown at the payment step. If a deposit or payment in the vehicle is chosen, Flexible Booking is removed.
• Cancellation: even after the company's free cancellation period, if you cancel up to the period shown when you bought it (currently 3 hours) before the pickup time, everything you paid except the Flexible Booking fee is refunded. This period is written in your booking and does not change later. Cancellations after it are not refunded.
• Changes: until the same moment you can change the date and time free of charge. The route and the vehicle stay the same; the new time must meet the company's latest booking time.
• Flight cancelled or date changed: if your flight is cancelled or its date changes, tell us from your booking page ("My flight was cancelled / its date changed"). Your request is reviewed; if accepted, a new date is given free of charge or the amount except the Flexible Booking fee is refunded, even after the period. Nothing is refunded automatically.
• The Flexible Booking fee is never refunded, including cancellations within the company's free cancellation period. If the booking is cancelled because the company cannot provide the service or for a reason caused by Voitrip, everything you paid is refunded (section 2).