Transferhood Cancellation Policy

Transferhood acts as an intermediary platform connecting customers with independent transportation service providers. This Cancellation Policy applies to all transportation services booked through the Transferhood platform.

The following terms used in this document have the meanings defined in the General Service Terms and Conditions. In case of conflict, the definitions in the General Service Terms and Conditions shall prevail:

1.1 This Cancellation Policy applies to all transportation services booked through the Transferhood platform operated by PTS Travel Solutions Ltd.

1.2 By making a booking, the Customer agrees to abide by this Cancellation Policy.

1.3 Transferhood reserves the right to modify this policy at any time. Any changes will be effective immediately upon posting on the platform.

2.1 Free Cancellation Period

Cancellations made more than 24 hours before the Pick-up Time are eligible for a full refund. For the avoidance of doubt, a cancellation made exactly 24 hours or less before the Pick-up Time falls within the No Refund Period.

2.2 No Refund Period

No refund will be issued for cancellations made less than 24 hours before the Pick-up Time. In case of a no-show, no refund will be provided.

3.1 Airport, Port, and Train Station Transfers

Different cancellation rules may apply for airport, port, and train station transfers. Customers will be informed about these special conditions during the booking process. The following complimentary waiting periods apply:

3.2 Multiple Bookings

For bookings with multiple services, the cancellation of one service does not affect the other bookings.

4.1 To cancel a booking, the Customer must:

4.2 Only the Customer who made the booking can initiate a cancellation request. Passengers or third parties cannot make cancellation requests, even if authorized by the Customer.

5.1 Eligible refunds will be processed within the following timeframes:

(a) Standard cancellations (more than 24 hours in advance): within 5–7 business days, subject to your card issuer or bank processing time.

(b) Refunds arising from Carrier fault (e.g. Carrier no-show): within 5–7 business days following verification of the reported incident and Company approval.

5.2 Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.

5.3 You can download the payment receipt from your account to request a refund from the party responsible for the flight or train cancellation (e.g., airline, railway company, or travel insurance provider).

6.1 Cancelled Flights or Trains

Where the Customer's flight is cancelled by the airline, the following rules apply:

(a) If the airline does not offer an alternative flight, or the Customer declines the alternative flight offered: The Customer must provide documentary evidence of the cancellation and, where applicable, evidence of declining the alternative flight. Upon receipt of satisfactory evidence, the Booking will be cancelled and a full refund issued.

(b) If the airline offers an alternative flight and the Customer accepts it: The Customer must notify the Company as soon as possible. The Company will endeavour to arrange a Carrier for the new flight; if a suitable Carrier is available, the transfer will proceed; if not, the Booking will be cancelled and a full refund issued.

The no-show rule shall not apply where the delay is directly caused by a documented inbound flight delay, provided that:

(i) the correct flight number was entered at the time of booking,

(ii) the Customer has notified the Company of the delay as promptly as possible through the Platform or at support@transferhood.com, and

(iii) the delay is confirmed through the Company's flight monitoring system or supporting evidence provided by the Customer.

In such cases, the Company will endeavour to adjust the pick-up time in accordance with the updated arrival time on a best-effort basis, subject to Carrier availability. This does not constitute a guarantee of adjusted service. Customers who fail to enter a flight number or enter an incorrect flight number at the time of booking cannot rely on this exception.

Where the Customer's train is cancelled by the rail operator, the following rules apply:

(a) If the rail operator does not offer an alternative train, or the Customer declines the alternative offered: The Customer must provide documentary evidence of the cancellation. Upon receipt of satisfactory evidence, the Booking will be cancelled and a full refund issued.

(b) If the rail operator offers an alternative train and the Customer accepts it: The Customer must notify the Company as soon as possible. The Company will endeavour to arrange a Carrier for the new arrival time; if a suitable Carrier is available, the transfer will proceed; if not, the Booking will be cancelled and a full refund issued.

The no-show rule shall not apply where the delay is directly caused by a significantly delayed inbound train, provided that:

(i) the Customer has notified the Company of the delay as promptly as possible through the Platform or at support@transferhood.com, and

(ii) the Customer provides supporting evidence if requested.

In such cases, the Company will endeavour to adjust the pick-up time on a best-effort basis, subject to Carrier availability.

6.2 Missed Flights, Reassignments, or Rerouting

If you miss your flight or it is reassigned or rerouted to another airport by the airline, the standard cancellation policy applies. This situation will be considered a no-show and you will be charged the full amount.

6.3 Assistance

Please contact Transferhood Customer Service for assistance in rescheduling your transfer if your flight or train is affected.

7.1 In cases of force majeure, including but not limited to natural disasters, pandemics, acts of terrorism, war, civil unrest, government restrictions, or severe weather conditions, Transferhood reserves the right to adjust this Cancellation Policy as necessary. For the full description of force majeure conditions and their effects, please refer to Article 15 of our Terms and Conditions.

7.2 Where a force majeure event continues for more than 30 consecutive days, refunds will be processed in accordance with Article 15 of the Terms and Conditions, less any costs already unavoidably incurred. Transferhood will communicate available options to affected customers.

It is the Customer's responsibility to:

9.1 If the Carrier fails to appear at the agreed pick-up location at the Pick-up Time, the Customer should attempt to contact the driver using the number provided and report the situation to Transferhood within 15 minutes of the scheduled Pick-up Time, via the Platform or by emailing support@transferhood.com. Reports made after this period may limit the Company's ability to assign an alternative Carrier or provide remedies.

9.2 Upon receiving a Carrier no-show report, the Company will attempt to assign an alternative Carrier as quickly as possible. If the Company is unable to provide an alternative Carrier and the transfer cannot be completed, the Customer will receive a full refund in accordance with Article 9.5 (Refund Processing) of our Terms and Conditions.

9.3 Carrier Late Arrival

If the Carrier arrives after the scheduled Pick-up Time and the Customer agrees to proceed with the Transport Service, the Customer may be entitled to a partial refund at the Company's discretion, in accordance with Article 8.4.2 of the Customer Terms and Conditions. The Customer must report the late arrival before the Transport Service commences, either through the Platform or at support@transferhood.com.

10.1 Any exceptions to this policy or disputes regarding cancellations will be handled on a case-by-case basis by Transferhood Customer Service.

10.2 For any questions or assistance regarding cancellations, please contact Transferhood Customer Support.

11.1 This Cancellation Policy forms part of and is subject to the General Service Terms and Conditions of Transferhood.

11.2 For governing law, jurisdiction, and dispute resolution provisions, Article 16 of the General Service Terms and Conditions shall apply in full.

For any questions, assistance, or to report issues:

We recommend contacting us immediately if any issues arise before, during, or after your transfer.