Legal · Cancellation tiers
Last reviewed · 2026-10-18
Plans change. Our cancellation policy is fair, transparent, and staggered by how far in advance you cancel. The fixed price is charged at booking via Stripe, and any applicable refund is issued to the same payment method per the tier below — typically within 1–10 banking days depending on your bank or payment provider.
> 24 h before pickup
Full refund
The full fixed price is refunded via Stripe to the payment method you used. 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)
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 arrives within 1–10 banking days.
Stripe action · refunds.create(amount = 0.5 × gross)
< 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)
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.
The fixed price is charged at booking (secure online prepayment via Stripe). When you cancel, we issue the corresponding refund immediately — the full fixed price for a free (> 24 h) cancellation, or the fixed price minus the applicable cancellation fee. From that moment, how long the refund takes to appear on your statement depends on your bank or payment provider:
Note: because the fixed price is charged at the time of booking, a cancellation is processed as a real refund credit back to the same payment method — not as the release of a temporary hold.
If our dispatch team accepted your order by telephone at the metered fare (taximeter), nothing is prepaid. The same tiers apply: free of charge more than 24 hours before pickup, 50 % between 6 and 24 hours, 100 % for less than 6 hours or a no-show.
The basis is the fare under the taxi tariff for the booked route. We send an invoice for the fee, payable within 14 days of receipt. You may prove that we incurred no loss or a substantially lower loss.
Please cancel by telephone or by replying to your confirmation — there is no online cancellation link for these orders.
Not every change is a cancellation. We distinguish:
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.
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.