Cancellation and Refund Policies

Understanding Cancellation Eligibility

You may cancel your Airportr booking and request a refund depending on the service type, timing of the cancellation, and terms agreed at the time of purchase.

Cancellations are typically allowed before the service window begins. Once the collection or delivery window has opened, refunds are generally not available.

To confirm eligibility:

• Review the specific cancellation terms shown at checkout.

• Check your confirmation email for service-specific conditions.

• Log into your Airportr account to view your booking status.

How to Cancel a Booking

To cancel a booking:

1. Sign in to your Airportr account at airportr.com.

2. Navigate to ‘My Bookings’.

3. Select the booking you wish to cancel.

4. Click ‘Cancel Booking’ and follow the prompts to confirm.

You will receive an email confirmation once the cancellation is processed.

Tip: Cancellations should be submitted as early as possible to maximise refund eligibility.

When a Refund Can Be Issued

Refunds may be granted under the following conditions:

• Cancellation is made within the eligible time frame (typically 4+ hours before the collection window).

• Service has not yet commenced.

• No breaches of Airportr’s Terms of Service (e.g., misuse, no-show, or incorrect information).

Some bookings may only qualify for partial refunds if cancelled close to the scheduled time.

When Refunds Are Not Available

You may not be eligible for a refund if:

• You cancel after your collection or delivery window has started.

• Your bag could not be collected due to ineligibility, unavailability, or a no-show.

• The service was successfully delivered, and your cancellation relates to other travel changes (e.g., missed flight).

• The airline does not allow for service changes or refunds.

Always verify your flight status and booking details before finalising your service.

How Refunds Are Processed

If your refund is approved:

• You will receive a confirmation email with the refund details.

• Refunds are processed to the original payment method.

• It may take up to 5–10 business days for the amount to appear in your account, depending on your bank.

Note: Airportr cannot issue refunds to alternative accounts or as credit notes.

Cancelling Due to Airline or Flight Changes

If your flight is cancelled, rescheduled, or rebooked:

• Amend your booking in your Airportr account if the new flight remains eligible.

• If the new flight falls outside service availability, you may cancel and request a refund (subject to policy).

• Ensure your updated flight still allows sufficient time for baggage handling.

Flight changes must be updated promptly in your booking to avoid service disruptions or cancellation charges.

Submitting a Refund Request Manually

If you’re unable to cancel through your account (e.g., due to system error or unusual booking circumstances):

• Visit the Airportr Help Centre.

• Click the Help button at the bottom of the page.

• Provide your booking reference, cancellation reason, and any supporting documentation.

A team member will assess your request and follow up via email.

Contacting Customer Support

If you require assistance:

• Visit the Airportr Help Centre

• Click the Help button at the bottom of our website.
  Our virtual assistant will guide you and connect you to a human if needed. Customer support is available seven days a week to assist with any queries or concerns.