Legal
Cancellation & Refund Policy
Free cancellation and a full refund up to 6 hours before pickup. Clear, simple and customer-friendly.
1. Summary: The 6-Hour Rule
You can cancel your transfer FREE OF CHARGE up to at least 6 (six) hours before the scheduled pickup time and receive a FULL refund of the amount you paid. • More than 6 hours away: Free cancellation + full refund. • Less than 6 hours away: The booking cannot be cancelled and no refund is given. This simple rule applies to all transfer bookings.
2. Free Cancellation and Full Refund
For cancellations made when there are 6 hours or more before the pickup time, no deduction is applied. The full amount you paid is refunded to the payment method you used. We notify you by email once your cancellation request is approved.
3. Cancellation After 6 Hours
When less than 6 hours remain before the scheduled pickup time, the booking cannot be cancelled and no refund can be given, because the driver and operational planning are already finalised. If an emergency arises within this window, you may contact us for a possible alternative solution, but a refund is not guaranteed.
4. How to Cancel
To cancel your booking: • Through your booking management page (the link in your confirmation email), or • WhatsApp: +90 501 147 67 71, or • Email: hello@transfelo.com Providing your booking/confirmation code in your request speeds up the process.
5. Refund Timing and Method
Refunds are made to the original payment method (the credit/debit card you used). The refund is processed by the merchant of record collecting payment, RATE EXTRA TOURISM L.L.C. The refunded amount is typically reflected on your card within 5–10 business days after the request is approved. The time for the funds to reach your account may vary depending on your bank's processing times.
6. No-Show
If the driver is present at the agreed pickup point and time but the passenger cannot be reached or does not join the service, the booking is marked as "no-show". In this case no refund is given. Please be ready at the meeting point on time and make sure your phone is reachable.
7. Change Requests
If you need to change details such as route, vehicle type, passenger count, date or time, please contact us as early as possible: • For changes: hello@transfelo.com or WhatsApp +90 501 147 67 71 • For extra requests (e.g. child seat): hello@transfelo.com Some changes may require cancelling the existing booking and creating a new one, in which case the 6-hour rule applies.
8. Who Issues the Refund
Your payments are collected by the merchant of record, RATE EXTRA TOURISM L.L.C, and refunds are also issued by this entity. The transfer service is provided in Türkiye by Sindibad Turizm Ticaret A.Ş. ("Safaryar Travel", TÜRSAB 10028). For more detail, see the Distance Sales Agreement and the Preliminary Information Form. Last updated: June 2026.