Legal · Cancellation tiers

Cancellation policy.(Stornobedingungen)

Last reviewed · 2026-05-17

Plans change. Our cancellation policy is fair, transparent, and staggered by how far in advance you cancel. Your card is charged at booking via Stripe, and any applicable refund is issued to the same card per the tier below — typically within 1–10 banking days depending on your card issuer.

· TIER 01

> 24 h before pickup

Full refund

The full fixed price is refunded to your card via Stripe. Most issuers credit the refund within 1–10 banking days; the absolute outer bound is 10 banking days under Stripe's refund-settlement timeline.

Stripe action · refunds.create(amount = gross)

Free
· TIER 02

6–24 h before pickup

50 % refund · 50 % cancellation fee

Half of the fixed price is refunded; the other half is retained as a cancellation fee. The refund returns to your card within 1–10 banking days.

Stripe action · refunds.create(amount = 0.5 × gross)

50 %
· TIER 03

< 6 h before pickup, or no-show

No refund · full cancellation fee

No refund is issued. The dispatch team has already committed the vehicle and the driver shift to your booking, which is why short-notice cancellations carry the full fee. In the case of a no-show the driver waits up to 15 minutes after the agreed pickup time at the agreed location and attempts to reach you by phone before the booking is closed as no-show.

Stripe action · no refund (already captured)

100 %

How to cancel

  • Self-service link. Every booking confirmation email contains a personal cancellation link. The link carries a single-use 192-bit token, so it works without a customer account and is useless to anyone else.
  • Phone. Call our 24/7 dispatch on +49 152 2929 8484. Have your booking reference ready (format STR-YYYY-MM-NNNNN).
  • Email. Send a written cancellation request to info@stuttgart-airport-transfer.com including your booking reference. Cancellation by email is effective on the timestamp of receipt; phone is faster for short-notice cases.

The decisive moment for tier classification is the time at which the cancellation reaches us — not the time at which the email left your outbox.

Refund timing — how long does the money take?

We trigger the release or partial capture immediately when you cancel. From that moment, the time it takes for the change to appear on your card statement depends on your card issuer:

  • Most banks (Visa / Mastercard): 1–3 banking days for the released hold to disappear from your available balance.
  • Maximum: 7 banking days (Stripe's outer guarantee for hold release).
  • Refunds after capture (if we already captured a partial fee and need to refund it later for any reason): 5–10 banking days, in line with Stripe's refund policy.

Tip: a card “hold” is not a debit. Banks reserve the amount on your available balance but do not transfer it to us. When we cancel the hold, the reservation simply expires; no money has actually moved. This is why free-tier cancellations show on your account as the hold disappearing rather than as a refund credit.

Modification vs. cancellation

Not every change is a cancellation. We distinguish:

  • Free modifications (no fee, regardless of timing): pickup-time shift within ±60 minutes, change of flight number, addition of an internal note, change of contact phone number. Just call dispatch.
  • Re-quotation (treated as a new booking, no cancellation fee on the old one if processed simultaneously): change of pickup or drop-off address by more than 1 km, change of vehicle class, change of pickup time by more than 60 minutes outside the original tier window.
  • Cancellation (subject to the tier schedule above): you no longer want the ride at all, you arrange transport elsewhere, you have a no-show.

Cancellations by us — full refund, no fee

If we cannot perform the booking for reasons in our sphere — vehicle breakdown without available substitute, dispatch error — or for force-majeure reasons (severe weather, road closures, civil emergencies), we cancel the booking and release any captured amount in full to your card.

We also waive any cancellation fee in the case of documented hospital emergencies, bereavement, or other compelling humanitarian reasons. Contact dispatch with the relevant evidence and we will process the waiver on the spot.

Note on right of withdrawal

Passenger transport contracts with a fixed performance time do not carry a statutory right of withdrawal under § 312g (2) No. 9 BGB. By placing the booking, you expressly consent that performance begins immediately. The cancellation tiers above are our voluntary, contractual equivalent and apply in place of a withdrawal right.

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