Transparency & Support
Cancellation &
Refund Policy
Effective Date: January 1, 2026
1. Our Commitment to Flexibility
At Golden Line Chauffeur Services, we understand that executive schedules are dynamic, and travel plans can change at a moment’s notice. We have designed our cancellation policy to offer maximum flexibility to our VIP clients, while also ensuring that our chauffeurs and premium fleet operations remain efficient and protected against unrecoverable logistical costs.
2. Standard City Transfers & Airport Pickups (Sedans & SUVs)
This policy applies to one-way point-to-point transfers and Airport Pick & Drop services utilizing our Sedans (e.g., Taurus, Lexus ES 350, S-Class) and standard SUVs (e.g., Tahoe, Yukon).
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Free Cancellation (12+ Hours): Bookings canceled at least 12 hours prior to the scheduled pickup time are eligible for a 100% full refund with absolutely no penalty.
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Late Cancellation (Under 12 Hours): Cancellations made less than 12 hours before the scheduled pickup time will incur a 50% cancellation fee of the total booking value to cover dispatch and scheduling costs.
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Chauffeur En Route / Last Minute (Under 2 Hours): If a cancellation is made less than 2 hours before pickup, or while the chauffeur is already en route to the location, an 80% fee will be charged.
3. VIP Vans, Luxury Buses, and Hourly Hires
Because high-capacity vehicles (V-Class, Sprinter, Coaster, 49-Seater Buses) and long-duration hourly/daily hires require extensive logistical planning and prevent the vehicle from being booked by other B2B clients, a stricter policy applies.
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Free Cancellation (48+ Hours): Bookings canceled at least 48 hours prior to the scheduled service time are fully refundable.
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Late Cancellation (24 to 48 Hours): Cancellations made within 24 to 48 hours of the service will incur a 50% cancellation fee.
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Short Notice (Under 24 Hours): Cancellations made less than 24 hours prior to the service for Vans, Buses, or Hourly Retainers will be charged at 100% of the booking value.
4. The “No-Show” Policy
A “No-Show” occurs when a chauffeur arrives at the designated pickup location and the passenger fails to arrive, or if the passenger leaves the location without notifying our dispatch team.
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Airport Pickups: Our chauffeur will wait for a complimentary 60 minutes after the flight lands. If no contact is made after this period, it is classified as a No-Show.
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City/Hotel Pickups: Our chauffeur will wait for a complimentary 15 minutes past the scheduled time. If no contact is made, it is classified as a No-Show.
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Penalty: All No-Shows are strictly non-refundable and will be charged at 100% of the total fare.
5. Flight Cancellations & Airline Delays
We monitor all flights via real-time aviation tracking.
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Delays: If your flight is delayed, you do not need to worry. We will automatically adjust your chauffeur’s arrival time, and you will not face any penalties or late fees.
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Airline Cancellations: If your airline completely cancels your flight, please notify our 24/7 dispatch via WhatsApp immediately. We will place your booking on hold and happily reschedule your transfer for your new flight date at zero additional cost.
6. How to Request a Cancellation
To ensure your cancellation is logged immediately and accurately, please use our primary communication channels. Do not communicate cancellations directly to the chauffeur, as they must be strictly processed by our VIP dispatch team.
Please always include your Full Name and Booking ID when requesting a cancellation.
7. Refund Processing Timeline
Approved refunds are processed immediately by our billing department. However, depending on your bank, credit card provider, or payment gateway (Mada, Visa, Mastercard), please allow 5 to 7 business days for the funds to reflect in your account.