OThis policy applies to transfers, hourly hire and charter booked through TransfersCO (Pty) Ltd. What you pay to cancel depends on one thing only: how close to the scheduled pickup you tell us. It forms part of our Terms of Service; what your fare covers in the first place is set out in What’s included.
What cancelling costs
We charge in tiers rather than forfeiting the whole fare inside a single cut-off. The closer to pickup, the more of the vehicle’s day has already been committed to you and cannot be re-sold:
| When you cancel | You are charged | What that means |
|---|---|---|
| More than 24 hours before pickup | 0% of the fareFree — full refund | Cancel any booking more than 24 hours before the scheduled pickup and you pay nothing. The full amount is refunded to the original payment method. |
| 24 to 4 hours before pickup | 50% of the fare50% charged | Inside 24 hours the vehicle and driver are committed to your trip and cannot be re-sold. Half the fare is charged; the balance is refunded. |
| Less than 4 hours before pickup, or no-show | 100% of the fare100% charged | The driver is already en route or waiting. A no-show means failing to appear at the pickup point within the free waiting time below, without contacting us. |
Timings run against the scheduled pickup time on your booking, in the pickup’s local time zone. Where a supplier-operated service (for example a tour or a charter) carries its own cancellation terms, those terms are shown before you book and apply to that service.
Flight delays & disruption
A late flight is not a late cancellation. On airport pickups we track the flight and move the driver, rather than holding you to a time the aircraft could not keep:
- We reschedule on the live arrival estimate. If your flight is delayed, the pickup moves with it automatically — against the current estimated arrival, not the time you originally booked. You do not need to call us to move it, and there is no change fee for a delay outside your control.
- The cap is 4 hours. We hold the vehicle for up to 4 hours past the original arrival estimate. Beyond that the driver is released and the no-show terms in the table above apply — so on a longer delay, a diversion or a cancelled flight, contact us and we will rebook rather than let the booking lapse.
- Give us the flight number at least 6 hours before pickup. Tracking is what makes the two rules above possible. If the flight number reaches us later than that, we cannot guarantee the booking is being tracked, and the standard waiting and no-show terms apply instead.
In short: a tracked flight that lands late is simply picked up late, at no extra cost, for up to 4 hours. An untracked one is not — the flight number is the whole mechanism.
Waiting time & no-shows
Passenger transfers
Every passenger booking includes free waiting time before any question of a no-show arises:
- Airport, port and rail pickups — 45 minutes. The clock starts at the actual landing or arrival, not the time on your booking, so immigration and baggage queues run inside the allowance rather than against it.
- All other pickups — 15 minutes, from the scheduled pickup time.
There is no excess-waiting charge on a passenger transfer. We do not publish or levy a per-minute rate for waiting beyond the free allowance. What the allowance does define is the no-show line: failing to appear at the pickup point within the free waiting time, without contacting us, is treated as a no-show under the table above. If you are running late, one message keeps the booking alive.
Delivery, freight and medical
Goods and medical jobs run on shorter allowances, and waiting or detention beyond them is billed — a vehicle held at a loading bay or a ward cannot recover that time:
- Delivery — 10 minutes free, then R60 per 15 minutes.
- Freight — 30 minutes free, then R150 per 30 minutes (detention).
- Medical — 15 minutes free, then R90 per 15 minutes.
Waiting on these lines is added to the job as an extra and itemised on the invoice, so what was billed and for how long is always visible. The allowances and rates are set out in full in What’s included.
If we cannot operate the trip
If we cannot source a vehicle for your booking, it is cancelled and refunded in full. You are never charged for a trip we could not operate.
The same applies if we cancel a booking that cannot be fulfilled for any other reason on our side — you are refunded in full, and the cancellation tiers above never apply to a cancellation we make.
How refunds are paid
Refunds are returned to the original payment method used for the booking. Where a tier charges part of the fare, the balance is refunded and the charge is shown on your receipt so you can see exactly what was retained and why. How long the money takes to appear is set by your bank or card issuer, not by us.
Bookings paid on account — corporate, agent, or from a prepaid partner wallet — are credited back to that account under the applicable account terms rather than to a card.
How to cancel or change
A change is almost always better than a cancellation. Moving a date, a time, a vehicle class or an address avoids the tiers above entirely — you pay the difference in fare where there is one, and nothing else. We do not charge a change fee.
What we can accept depends on how much notice we have:
| What you want to change | Notice we need |
|---|---|
| Time of pickup — same day, same vehicle class | 12 hours for a guaranteed change. Inside that we will try, subject to the vehicle being free. |
| Date of travel | 12 hours. A different date can price differently — day of the week and season both move the fare — so the trip is requoted and confirmed. |
| Passenger name, contact number or flight number | 2 hours. |
| Number of passengers | 12 hours. If the new count is more than your vehicle class seats, it is a change of class and is requoted. |
| Pickup or drop-off address | 12 hours. Always requoted, because the route is what the fare was built from. Inside that it depends on the driver’s next booking. |
Where a change increases the fare the difference is payable; where it reduces the fare the difference is refunded. A new voucher reaches you as soon as the change is confirmed. If a change cannot be accommodated, the cancellation tiers above are what apply.
A delayed flight is not a change. You do not need to ask us for anything — the pickup moves on its own. See flight delays & disruption.
Reaching us
Email support@transfersco.africa with your booking reference, or reply to your confirmation message on WhatsApp. Tell us as early as you can — the tier you land in is decided by when we hear from you, so an hour’s notice is worth real money.