Cancellation and Refund Policy

YML VIP TRANSFER – CANCELLATION, REFUND AND CHANGE POLICY

Last updated: 27.03.2026
Applicable services: All airport transfers, hotel transfers, private transfers, VIP city / intercity transfers, chauffeured vehicle hire and all similar bookings.

This policy applies to all bookings made with YML VIP Transfer via the website, WhatsApp, telephone, e-mail or any other remote communication channel.

1. GENERAL RULE

While customer satisfaction is our priority at YML VIP Transfer, our services are private transfers organised for specific dates and times; therefore cancellation, refund and change requests are subject to certain rules.

By paying and/or confirming the booking, the customer declares that they have read, understood and accepted this policy.

2. RIGHT TO FREE CANCELLATION

If the customer cancels the booking at least 12 (twelve) hours before the scheduled transfer time:

  • the full amount paid is refunded.

Conditions for free cancellation:

  • The cancellation request must be made at least 12 hours before the transfer time.
  • The request must be sent only through official communication channels:
    • E-mail: info@ymlviptransfer.com
    • Official WhatsApp line

Verbal notice to the driver, informing third parties or notifications sent through unofficial channels may not be considered valid.

3. RIGHT TO FREE CHANGES

If the customer requests the following changes to the booking:

  • change of date
  • change of time
  • change of flight number
  • flight time update
  • similar booking updates

at least 12 (twelve) hours before the scheduled transfer time, they:

  • may request the change free of charge.

⚠️ Important:
The right to free changes depends on operational feasibility and vehicle availability.
YML VIP Transfer reserves the right to refuse requests that are not operationally possible or to offer alternatives.

Change requests are accepted only through the following channels:

  • E-mail: info@ymlviptransfer.com
  • Official WhatsApp line

4. CANCELLATIONS AND CHANGES LESS THAN 12 HOURS BEFORE

For the following requests made less than 12 hours before the scheduled transfer time:

  • cancellation requests
  • date / time changes
  • flight information updates
  • route changes
  • requests for additional stops
  • vehicle type change requests

YML VIP Transfer reserves the right to:

  • refuse the request,
  • charge an additional fee,
  • make a partial refund,
  • or make no refund at all.

This assessment is made according to vehicle planning, driver organisation, availability, distance, traffic, seasonal demand and operational conditions.

5. NO-SHOW (CUSTOMER DOES NOT APPEAR / CANNOT BE REACHED)

A booking may be considered a “No-Show” in the following cases:

  • The customer is not ready at the vehicle within the free waiting time
  • The customer cannot be reached
  • The customer is not at the specified location
  • The customer decides not to take the transfer and does not notify us in time
  • Reasonable contact cannot be established after landing at the airport

In the event of a No-Show:

  • No refund is made.

6. FREE WAITING TIMES

6.1 Airport Pick-up Transfers

For airport pick-up transfers, the free waiting time is:

  • 90 minutes from the actual landing time of the flight.

6.2 Transfers from a Hotel / Villa / Residence / Address

For transfers starting from a hotel, villa, residence, house or private address, the free waiting time is:

  • 15 minutes from the scheduled transfer time.

If the waiting time is exceeded:

  • The booking may be considered a No-Show,
  • The vehicle may leave the location,
  • No refund is made,
  • If operationally possible, an additional fee may be charged for extra waiting time.

7. FLIGHT DELAYS, FLIGHT CHANGES AND FLIGHT CANCELLATIONS

The customer must inform YML VIP Transfer immediately in the following cases:

  • flight delay
  • change of flight time
  • change of flight number
  • flight cancellation
  • change of terminal
  • change of arrival airport

Notifications must be made only through the following channels:

  • E-mail: info@ymlviptransfer.com
  • Official WhatsApp line

8. FLIGHT DELAYS OF MORE THAN 3 HOURS

If the flight is delayed by more than 3 (three) hours, YML VIP Transfer may:

  • charge an additional fee,
  • propose a new transfer time,
  • assign a different vehicle,
  • cancel the booking if it is not operationally feasible.

This assessment depends on:

  • vehicle availability
  • driver scheduling
  • airport congestion
  • traffic conditions
  • operational capacity
  • whether suitable arrangements can be made for the new landing time

Important:

For delays of more than 3 hours there is no automatic free waiting guarantee.

9. FLIGHT CANCELLATION

If the flight is cancelled, the customer must notify us immediately.

In the event of a flight cancellation, YML VIP Transfer may:

  • update the transfer for the new flight if available,
  • propose an alternative time,
  • cancel the booking,
  • apply a full refund / partial refund / no refund depending on the operational situation.

⚠️ In the event of a flight cancellation, the assessment is based on
the time of notification, whether the vehicle has already departed, driver organisation, distance, operating costs incurred and the possibility of rescheduling.

10. IF A FLIGHT DELAY / CANCELLATION IS NOT REPORTED

If the customer does not report a flight delay or cancellation in time:

  • the vehicle may have been dispatched unnecessarily,
  • the driver may have waited,
  • an operational loss may have occurred,
  • rescheduling may not be possible.

In such cases:

  • no refund may be made
  • and YML VIP Transfer cannot be held responsible.

11. ADDITIONAL STOPS AND ROUTE CHANGES

The following requests made after booking:

  • additional stops
  • route changes
  • drop-off / pick-up at a different address
  • intermediate stops with waiting
  • picking up / dropping off additional passengers
  • special requests that change the scope of the service

are considered only if operationally feasible.

These requests:

  • may not be accepted,
  • or may be subject to an additional fee.

12. MISMATCH IN VEHICLE TYPE / CAPACITY / LUGGAGE

When booking, the customer must state correctly and completely:

  • the number of passengers
  • the number of children / infants
  • the number of suitcases
  • cabin baggage
  • large / extra luggage
  • prams / pushchairs
  • sports equipment
  • folding wheelchairs and similar items

If incorrect or incomplete information is given:

  • an additional vehicle may be required,
  • a larger vehicle may be required,
  • the service may be delayed,
  • an additional fee may be charged,
  • or the service may be partially / completely refused for safety reasons.

In the event of a cancellation or failure to provide the service in such cases, the right not to refund is reserved.

13. TRAVELLING WITH PETS

If the customer will travel with a pet, this must be stated before or during booking.

Transporting a pet may require:

  • a suitable carrier bag,
  • a closed cage,
  • a secure transport box.

If prior notice is not given:

YML VIP Transfer may:

  • refuse the transfer,
  • cancel the booking,
  • and reserves the right not to refund.

If the pet causes:

  • odour,
  • hair,
  • soiling,
  • hygiene problems,
  • damage inside the vehicle,

an additional cleaning / disinfection / damage fee may be charged.

14. DAMAGE / SOILING CAUSED BY THE CUSTOMER

In cases of the following caused inside the vehicle by the customer or accompanying passengers:

  • vomiting
  • heavy soiling
  • seat stains
  • cigarette burns
  • spilled food / drinks
  • damage to electronic equipment
  • damage to doors / seats / seat belts / interior trim
  • bad odour / hygiene problems
  • the right to a refund may be lost,
  • and an additional fee may be charged for cleaning / ozone treatment / detailed hygiene / repairs / vehicle downtime.

15. REFUND METHOD

Approved refunds may be made as follows, depending on the payment method:

  • refund to credit card
  • refund by bank transfer
  • reversal via payment link / virtual POS
  • transfer to a bank account if paid in cash (where possible)

Refund period:

Although refund times may vary depending on the processes of banks and payment institutions, refunds are initiated within a reasonable time after approval.

YML VIP Transfer is not responsible for delays caused by banks or payment institutions.

16. INFORMATION ON THE STATUTORY RIGHT OF WITHDRAWAL

The services provided by YML VIP Transfer, planned for a specific date and time, may be considered as:

  • transfer services
  • transport organisation
  • chauffeured vehicle hire
  • services with a specific booking

Therefore, under applicable legislation, they may be among the services exempt from the general right of withdrawal in distance contracts.

Nevertheless, as a gesture of customer satisfaction, YML VIP Transfer offers the following commercial convenience:

  • Full refund up to 12 hours before the transfer
  • Free changes up to 12 hours before the transfer (subject to operational feasibility)

⚠️ Note: This clause should be reviewed by a legal adviser before being published on the website.

17. FORCE MAJEURE AND OPERATIONAL NECESSITIES

In the following cases YML VIP Transfer may:

  • postpone the service,
  • change it,
  • offer an alternative,
  • perform it partially,
  • or cancel it.

Examples:

  • heavy traffic
  • road closures
  • accidents
  • airport operational problems
  • natural disasters
  • floods / fires / storms
  • strikes
  • restrictions by official authorities
  • security risks
  • vehicle breakdowns
  • medical emergencies affecting the driver
  • terrorism, war, state of emergency
  • unforeseeable compelling circumstances

In such cases, refunds / changes / alternative solutions are assessed case by case.

18. CONTACT INFORMATION

Official channels for cancellation, refund and change requests:

  • E-mail: info@ymlviptransfer.com
  • WhatsApp: +90 542 553 5263
  • Website: www.ymlviptransfer.com