Cancellation & Refund Policy
Last Updated: 27 September 2026
This Cancellation & Refund Policy applies to transportation services booked with Luxlimo s.r.o Slovakia.
Please read this policy before confirming your reservation.
1. Scope
This policy applies to services including:
Airport transfers
Private transfers
Chauffeur services
Ski resort transfers
City-to-city transportation
Private tours
Hourly bookings
Business transportation
Event transportation
Other private transportation services
As we provide services rather than physical products, there are no physical goods to return.
2. Cancellation by the Customer
A customer may request cancellation by contacting us using the contact details stated in the booking confirmation.
The cancellation becomes effective when we receive the cancellation request.
Unless different conditions are stated in your quotation or booking confirmation, the following standard cancellation conditions apply:
More Than 48 Hours Before Pickup
Cancellation is free of charge.
Any prepaid amount will be refunded, less any non-refundable third-party costs already incurred specifically for the booking, where legally permitted and disclosed.
Between 24 and 48 Hours Before Pickup
A cancellation charge of 50% of the total booking price may apply.
Less Than 24 Hours Before Pickup
The booking may be charged at 100% of the total booking price.
No-Show
A no-show may be charged at 100% of the total booking price.
3. Special and Large Bookings
Different cancellation conditions may apply to:
Multi-day bookings
Multiple-vehicle bookings
Large groups
Events
International journeys
Special vehicle requests
Bookings requiring subcontracted vehicles
Tailor-made tours
High-value bookings
Any special cancellation conditions will be stated in the quotation or booking confirmation and will take precedence over the standard conditions above.
4. How to Cancel
To cancel a booking, contact us by:
Email: [Email Address]
Telephone / WhatsApp: [Telephone Number]
Please provide:
Booking reference
Passenger name
Service date
Pickup location
We recommend requesting and retaining written confirmation of cancellation.
5. Booking Changes
We will make reasonable efforts to accommodate changes to a reservation.
Changes are subject to availability.
Changes that affect the route, duration, vehicle requirements or service date may result in a revised price.
A change is only confirmed after we accept it.
6. Flight Delays
Where we have received correct flight information, flight delays are generally treated differently from voluntary customer cancellations.
We will make reasonable efforts to adjust the pickup time to the actual flight arrival.
Very substantial delays, flight changes, cancellations or diversions may require a revised arrangement and are subject to driver and vehicle availability.
Customers should inform us as soon as reasonably possible of known changes.
7. Flight Cancellation
If your airline cancels your flight, contact us as soon as possible.
Where sufficient notice is provided, we will attempt to:
Reschedule the transfer;
Issue a booking credit; or
Provide a refund where applicable under the booking conditions.
Any unavoidable third-party expenses already incurred may be deducted where legally permissible and properly applicable.
8. Train Delays and Other Travel Disruptions
Customers should inform us promptly about delays to trains or other transportation affecting the scheduled pickup.
We will make reasonable efforts to accommodate changes, subject to availability.
Additional waiting time may be chargeable.
9. No-Shows
A booking may be classified as a no-show if:
The passenger does not arrive at the confirmed pickup point;
The passenger does not contact us;
We cannot contact the passenger using the supplied information; or
The passenger provides materially incorrect pickup information.
No-show bookings may be non-refundable.
10. Late Arrival by the Passenger
Where a passenger is late for a non-airport pickup, reasonable waiting time may be allowed depending on the booking.
Additional waiting charges may apply.
Where the delay becomes substantial and prevents us from completing the service without affecting other confirmed bookings, the service may be treated as a no-show or modified subject to availability.
11. Cancellation by Us
In exceptional circumstances, we may need to cancel a booking.
If we cancel a service and cannot provide a suitable alternative, amounts paid for the cancelled service will normally be refunded in full.
This does not affect any mandatory legal rights.
12. Force Majeure and Events Outside Our Control
Certain circumstances may prevent or materially affect the performance of a journey.
These may include:
Severe weather
Natural disasters
Major road closures
Accidents
Government restrictions
Police instructions
Border closures
Civil disturbances
Serious vehicle breakdowns
Other circumstances outside our reasonable control
Where such circumstances occur, we will make reasonable efforts to find an appropriate solution.
Refund entitlement will depend on the circumstances, services already provided, costs incurred and applicable mandatory law.
13. Refund Method
Approved refunds will normally be issued using the original payment method where reasonably possible.
Where this is not possible, we may request bank information necessary to process the refund.
14. Refund Processing
Once a refund has been approved and initiated, the time required for the funds to appear in your account may depend on:
Your bank;
Card issuer;
Payment processor; or
Payment method.
We are not responsible for processing delays caused solely by the customer’s financial institution or payment provider.
15. Payment Processing Fees
Where permitted by applicable law, external payment-provider charges that are genuinely non-refundable may not themselves be recoverable.
Any such treatment is subject to mandatory consumer-protection rules.
16. Statutory Consumer Rights
Certain consumer contracts concluded online or at a distance can carry statutory withdrawal rights.
However, EU consumer law contains specific rules and exceptions for certain transportation services and services connected to a specified date or period.
Nothing in this policy removes any mandatory right that applies to a particular customer or booking.
Where mandatory law provides greater rights than this policy, mandatory law prevails.
17. Travel Agencies and Business Customers
Bookings made through:
Travel agencies
Tour operators
Hotels
Corporate clients
Destination-management companies
Other business partners
may be subject to separately negotiated cancellation and payment conditions.
Those agreed conditions will prevail for the relevant booking.
18. Refund Requests and Complaints
Refund requests should be submitted to:
[Company Name]
Email: [Email Address]
Telephone: [Telephone Number]
Please include:
Booking reference
Passenger name
Date of service
Reason for the refund request
Relevant supporting information
We will review the request in accordance with the booking conditions and applicable law.
19. Changes to This Policy
We may update this policy from time to time.
The cancellation conditions applicable to a confirmed reservation will normally be those communicated when the booking was made, unless otherwise agreed.
20. Contact
Luxlimo Slovakia s.r.o
Čulenova 7936/5 811 09 Bratislava – mestská časť Staré Mesto
Company IČO: 57581860
Email: contact@luxlimoslovakia.com
Telephone: +421948548259