1. Service-Based Refund Policy

GVA Airport Transfer provides transport services, not physical products. For this reason, we do not accept “returns” in the usual retail sense.

A transfer service is considered reserved once we confirm the booking in writing by email, WhatsApp, Viber, SMS, or another written channel.

Refunds may apply only to eligible cancellations, duplicate payments, incorrect charges, or situations where GVA Airport Transfer is unable to provide the confirmed service.

2. Booking Confirmation and Payment

A booking is confirmed only after GVA Airport Transfer accepts the request and sends written confirmation.

Payment terms may vary depending on:

• Pickup and drop-off locations
• Vehicle type
• Route distance
• Travel date and time
• Passenger count
• Luggage amount
• Seasonal demand
• Special requests
• Long-distance or cross-border route requirements

Some bookings may require full payment or partial payment in advance. Other bookings may be paid at pickup or under a separate written agreement.

Once payment is made, the refund rules in this policy apply.

3. Free Cancellation Window

For standard private transfers, GVA Airport Transfer offers cancellation-based refunds when the cancellation is made at least 24 hours before the scheduled service time.

If you cancel at least 24 hours before your confirmed pickup time, the refund amount depends on the vehicle category reserved for your transfer:

These refund terms apply only when the cancellation is made at least 24 hours before the scheduled service time. Any custom arrangements, special service requests, or third-party costs already arranged for your booking may be deducted from the refundable amount.

Cancellations made less than 24 hours before the scheduled service time may be subject to a cancellation fee or may be non-refundable, depending on whether the chauffeur has already been assigned, the vehicle has been reserved, or the service preparation has already started.

Long-distance transfers, ski resort transfers, peak-season bookings, group bookings, special vehicle requests, and custom chauffeur services may have separate cancellation terms confirmed during booking.

4. Standard Transfer Cancellations

For standard Geneva Airport transfers, city transfers, hotel pickups, and regular private routes, refunds are usually handled as follows:

Cancellation made at least 24 hours before service

If you cancel at least 24 hours before your confirmed pickup time, your refund is based on the vehicle category reserved for your booking:

• Vehicles for up to 3 passengers: full refund
• Vehicles for up to 7 passengers: 50% refund
• Vehicles for more than 7 passengers: 25% refund

Any custom, special, or third-party costs already arranged for your booking may be deducted from the refundable amount.

Cancellation made less than 24 hours before service

If you cancel less than 24 hours before the scheduled pickup time, a cancellation fee may apply or the booking may be non-refundable.

This fee may cover:

• Chauffeur scheduling
• Vehicle reservation
• Dispatch preparation
• Lost booking availability
• Administrative handling
• Route planning already completed

Cancellation after chauffeur dispatch

If the chauffeur has already started driving to the pickup location, GVA Airport Transfer may keep part or all of the transfer price.

5. Airport Pickup Cancellations

For airport pickups, we track flights when a valid flight number is provided.

If your flight is delayed, we will adjust pickup timing where possible. A delayed flight does not automatically create a refund right, because the chauffeur and vehicle remain reserved for your arrival.

If you cancel an airport pickup at least 24 hours before the scheduled service time, the refund amount depends on the vehicle category reserved for your transfer:

• Vehicles for up to 3 passengers: full refund
• Vehicles for up to 7 passengers: 50% refund
• Vehicles for more than 7 passengers: 25% refund

Refund eligibility may also depend on whether:

• The flight was delayed or cancelled
• You informed us as soon as the airline changed the schedule
• The chauffeur had already been dispatched
• The booking could be rescheduled
• A replacement pickup time was possible
• The transfer route remained the same

If your flight is cancelled before the chauffeur is dispatched, contact us immediately. We will review whether a refund, partial refund, or rescheduled transfer can be offered.

6. No-Show Policy

A no-show means the passenger does not arrive for the confirmed transfer and does not cancel in time.

A no-show may include situations where:

• The passenger does not appear at the pickup point
• The passenger cannot be contacted
• The passenger leaves the airport without informing us
• The passenger provides the wrong pickup location
• The passenger gives an incorrect date, time, or flight number
• The passenger misses the pickup without prior cancellation
• The passenger chooses another transport service without informing us

In a no-show case, the booking is usually non-refundable.

For airport pickups, passengers must contact us by phone, WhatsApp, or Viber if they are delayed at passport control, baggage claim, customs, or another airport area.

7. Late Passenger Arrival

If the passenger is late beyond the included waiting time, extra waiting time may be charged.

If the chauffeur cannot wait longer because of another confirmed booking, legal driving limits, vehicle scheduling, or operational constraints, the transfer may be cancelled and treated as a late cancellation or no-show.

In this case, the transfer may be non-refundable.

8. Refunds for Flight Delays

Flight delays are handled through flight tracking when a valid flight number is provided.

If your flight is delayed and we can adjust the pickup time, the booking remains active and no refund is due.

If the delay makes the transfer impossible to provide at the new arrival time, we will review the situation and may offer one of the following:

• Rescheduled transfer
• Credit toward a future transfer
• Partial refund
• Refund based on vehicle category, if the cancellation qualifies under the 24-hour cancellation terms

Each case is reviewed based on timing, chauffeur dispatch status, vehicle availability, and route requirements.

9. Refunds for Flight Cancellations

If your flight is cancelled, contact us immediately.

Refund eligibility depends on when we receive your cancellation notice and whether we have already assigned or dispatched the chauffeur.

If the cancellation request is made at least 24 hours before the scheduled service time, the refund amount depends on the vehicle category reserved for your booking:

• Vehicles for up to 3 passengers: full refund
• Vehicles for up to 7 passengers: 50% refund
• Vehicles for more than 7 passengers: 25% refund

If the chauffeur has not been dispatched and no special costs were incurred, we may offer a refund under the applicable vehicle category rule or help reschedule your transfer.

If the chauffeur has already been dispatched or the booking required special preparation, a partial refund or no refund may apply.

10. Long-Distance, Ski Resort, and Peak-Season Transfers

Some transfers require more planning and stricter cancellation terms.

This may include:

• Geneva to Chamonix transfers
• Ski resort transfers
• Mountain routes
• Cross-border transfers
• Long-distance routes
• Multi-vehicle bookings
• Group transfers
• Holiday season bookings
• High-demand winter dates
• Special vehicle bookings
• Early-morning or late-night transfers

These bookings may have separate cancellation and refund rules.

A deposit or full prepayment may be non-refundable if the cancellation happens close to the pickup time or after resources have been reserved.

Any special refund terms will be confirmed before or during booking.

11. Custom and Special Requests

Custom services may include:

• Specific vehicle model requests
• Extra stops
• Multi-hour chauffeur service
• Event transfers
• VIP arrangements
• Ski equipment handling
• Child seats
• Multiple pickups or drop-offs
• Large group transport
• Cross-border route planning

If special arrangements have already been made, related costs may be deducted from any refund.

If a third-party cost has been paid on your behalf, that cost may be non-refundable.

12. Refunds When GVA Airport Transfer Cancels

If GVA Airport Transfer cannot provide your confirmed transfer because of an internal operational issue, we will offer one of the following:

• A replacement vehicle
• A rescheduled transfer
• A transfer through a trusted partner, where suitable
• A full refund for the affected booking

If we offer a suitable replacement service and you accept it, the booking remains active and no refund is due.

If we cannot provide the confirmed service or a suitable alternative, you will receive a refund for the amount paid for that transfer.

13. Refunds for Vehicle Changes

We may provide a similar or higher-category vehicle if the requested vehicle is unavailable.

A refund is not usually given when:

• The replacement vehicle can safely carry the booked passengers and luggage
• The replacement vehicle is similar or higher category
• The service is completed as agreed
• The route and pickup time remain unchanged

If a lower-category vehicle is used and this affects the service level, we may review the case and offer a partial refund where appropriate.

14. Refunds for Route Delays

Travel times can change because of traffic, weather, border checks, road closures, accidents, police controls, mountain road conditions, or airport congestion.

Refunds are not usually provided for delays caused by conditions outside our control.

This includes delays caused by:

• Heavy traffic
• Snow or ice
• Road closures
• Border controls
• Flight congestion
• Airport disruption
• Accidents
• Public events
• Police checks
• Weather conditions
• Passenger delays
• Incorrect pickup information

Passengers should allow enough time for flights, trains, meetings, events, and other scheduled commitments.

15. Incorrect Booking Details

Refunds may be refused if the transfer could not be completed because the passenger provided incorrect or incomplete information.

This may include:

• Wrong pickup date
• Wrong pickup time
• Wrong flight number
• Wrong airport terminal
• Wrong hotel or address
• Wrong phone number
• Incorrect passenger count
• Undeclared luggage
• Missing border documents
• Incorrect drop-off location

Please check all booking details carefully before confirming your transfer.

16. Duplicate Payments

If you accidentally pay twice for the same booking, contact us with payment proof.

After verification, we will refund the duplicate amount using the original payment method where possible.

Processing time may depend on your bank, card provider, payment processor, or transfer method.

17. Overcharges and Billing Errors

If you believe you were charged incorrectly, contact us with the booking details and payment proof.

We will review:

• Confirmed booking price
• Route details
• Payment record
• Any waiting time charges
• Any added stops or route changes
• Any agreed extras

If an overcharge is confirmed, we will refund the incorrect amount.

18. Refund Processing Time

Approved refunds are usually processed back to the original payment method.

Refund processing time may vary depending on:

• Bank processing times
• Card provider rules
• Payment gateway procedures
• Currency conversion handling
• International transaction checks

GVA Airport Transfer can confirm when a refund has been issued, but we cannot control the exact date your bank or payment provider posts the funds to your account.

19. Currency and Transaction Fees

Refunds are usually issued in the same currency and through the same payment method used for the original payment.

Banks, card providers, and payment processors may apply:

• Currency exchange differences
• International transaction fees
• Card processing fees
• Bank charges

GVA Airport Transfer is not responsible for bank fees, card fees, currency conversion changes, or payment processor deductions outside our control.

20. Non-Refundable Situations

A booking may be non-refundable if:

• The cancellation is made less than 24 hours before the scheduled service time
• The passenger does not show up
• The passenger cancels after the chauffeur has been dispatched
• The passenger provides incorrect booking details
• The passenger cannot be reached at pickup time
• The passenger refuses the transfer without a valid service-related reason
• The passenger chooses another transport option without cancelling
• The passenger lacks valid border documents
• The passenger has too much undeclared luggage for the booked vehicle
• The passenger is refused transport for unsafe or unlawful behavior
• The service has already been completed
• The cancellation happens after the confirmed free cancellation period
• The booking includes non-refundable custom, special, or third-party costs already arranged for the passenger

21. Completed Transfers

Once a transfer has been completed, it is generally non-refundable.

If you believe there was a service issue, contact us as soon as possible with full details.

We will review the case based on:

• Booking confirmation
• Chauffeur report
• Pickup and drop-off details
• Timing records
• Passenger communication
• Route conditions
• Photos or other supporting information, if available

A completed transfer may qualify for a partial refund only if a clear service failure is confirmed.

22. How to Request a Refund

To request a refund, contact us by email, WhatsApp, Viber, or phone.

Please include:

• Full booking name
• Travel date
• Pickup location
• Drop-off location
• Payment proof
• Reason for refund request
• Any supporting details, screenshots, or documents

Refund requests should be sent as soon as possible after cancellation or after the issue occurs.

23. Contact Information

For refund questions, cancellations, payment issues, or booking support, contact us: