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REFUND AND CANCELLATION POLICY

Last Updated: 18 Oct 2026

1. General Overview At gatearide.com, we value our clients and strive to provide flexible booking options. However, as we act as an intermediary for third-party transport providers, we must adhere to strict scheduling commitments to ensure drivers are compensated for their time. This policy outlines when refunds are applicable and when they are not.

2. Cancellation Windows The eligibility for a refund depends entirely on when the cancellation request is received relative to the scheduled pickup time. The card processing fee, 5% of the amount you paid, is never refunded:

  • 72 hours' notice or more: Full Refund minus the 5% processing fee. You get back 95% of what you paid. 48 to 72 hours' notice: 75% refund minus the 5% processing fee. You get back 70% of what you paid. 24 to 48 hours' notice: 50% refund minus the 5% processing fee. You get back 45% of what you paid.

    • Note: The 5% processing fee is deducted in every band above. A cancellation exactly 72, 48 or 24 hours before the scheduled pickup time falls in the better band.

  • Less than 24 hours' notice: If you cancel your booking less than 24 hours before the scheduled pickup time, the booking is Non-Refundable.

    • Reason: By this time, the driver has already been assigned and has reserved the time slot specifically for you. The full payment is used to compensate the driver for the lost income.

3. “No-Show” Policy (Non-Refundable) A booking is a “No-Show” only when the driver cannot find you at the meeting point and we cannot reach you by phone or WhatsApp. A No-Show is 100% Non-Refundable. This covers the following situations:

  • Airport Pickups: You fail to meet the driver within 60 minutes of your flight landing, do not contact us to request extra waiting time, and we cannot reach you by phone or WhatsApp.

  • City/Hotel Pickups: You are not present at the designated pickup location (Lobby/Meeting Point) within 15 minutes of the scheduled time, and we cannot reach you by phone or WhatsApp.

  • Driver Unable to Park: You are not at the meeting point, we cannot reach you by phone or WhatsApp, and the driver is forced to leave due to traffic regulations.

  • Communication Failure: You are not at the meeting point, and we cannot reach you on the phone or WhatsApp number you gave us. Not answering the phone while you are at the meeting point is not a No-Show.

4. Client Errors We are not responsible for errors made by the client during the booking process. No refunds will be issued for:

  • Booking the wrong date or time (e.g., confusing AM/PM).

  • Providing incorrect flight numbers or airport codes.

  • Missing your flight or being denied entry to the country (Visa issues).

5. Flight Cancellations and Delays

  • Flight Delays: If your flight is delayed, we track the flight status. However, if the delay is significant (more than 3 hours), we cannot guarantee the original driver’s availability. Please contact us immediately.

  • Flight Cancellations: If your flight is cancelled by the airline, the standard cancellation windows in Section 2 apply. However, we may, at our sole discretion, offer a credit voucher for a future booking instead of a forfeiture, provided you submit proof of the airline cancellation.

6. Refund Processing Timeline

  • Approved refunds will be processed back to the original method of payment (through OnePay).

  • Please allow 5-10 business days for the funds to appear in your account, depending on your bank or credit card issuer’s processing times.

7. Chargebacks and Disputes By making a booking, you agree to this Refund Policy. Filing a payment dispute or “chargeback” with your bank for a valid charge (e.g., a No-Show or late cancellation) is a breach of this policy and our Terms of Use. We will submit this policy and your booking data to the bank as evidence to contest the dispute.

8. Contact for Cancellations To cancel or modify a booking, you must contact us in writing immediately at: Email: booking@gatearide.com