We understand that plans can change. Please read our cancellation policy carefully before making a booking.
1. Cancellations by the Customer
If you cancel your booking more than 2 hours before the scheduled pickup time, you will receive a full refund of any deposit paid, minus any non-refundable Stripe transaction fees.
If you cancel your booking less than 2 hours before the scheduled pickup time, the deposit will be non-refundable.
If you do not attend at the agreed pickup time and location, this will be treated as a no-show. In this case, the deposit will be non-refundable and the full journey price may be charged.
2. How to Cancel
To cancel a booking, please contact Balvex via WhatsApp or email with your booking reference number. We will confirm the cancellation and any applicable refund in writing.
3. Refunds
Where a refund is due, it will be returned to the original payment method within 5–10 business days. Stripe processing fees are non-refundable.
4. Cancellations by Balvex
In the unlikely event that Balvex needs to cancel your journey, you will receive a full refund of any deposit paid. Where possible, we will make reasonable efforts to arrange an alternative driver or vehicle before cancelling.
5. Force Majeure
Balvex will not be liable for cancellations or delays caused by circumstances outside our reasonable control, including severe weather, road closures, traffic incidents, civil unrest, vehicle breakdowns, emergency situations, or other unexpected events.
Where possible, we will work with you to rearrange your journey or provide a suitable alternative.
6. Amendments
Changes to the journey date, time, pickup location, destination, or route may be accommodated subject to availability.
Please contact us as early as possible if you need to make changes. Significant changes may result in a revised price.
7. Contact
To cancel or amend a booking, please contact Balvex via WhatsApp or email as shown on our website, quoting your booking reference.