Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy applies solely to the Booking Fee paid online to ItalyTransferHub.

ItalyTransferHub does not collect or process the full transport fare. Any Service Balance paid directly to the assigned NCC operator/driver is subject to the operator’s own cancellation, refund, payment terms, and applicable Italian regulations.

1. Cancellation by the Passenger

Cancellation requests must be submitted in writing via email to:

[email protected]

Refund eligibility for the Booking Fee is as follows:

– More than 24 hours before the scheduled pickup time: full refund of the Booking Fee.

– Less than 24 hours before the scheduled pickup time: non-refundable.

– Passenger no-show: non-refundable.

2. Passenger No-Show

A booking is considered a passenger no-show if:

– the passenger fails to appear at the agreed pickup location within 15 minutes of the scheduled pickup time;

– for airport pickups, the passenger fails to appear within 60 minutes from the actual flight landing time, provided accurate flight details were supplied;

– the passenger cannot be contacted using the contact details provided during booking;

– the passenger refuses the service without a valid safety reason.

In such cases, the Booking Fee is non-refundable and the assigned NCC operator/driver is released from the service.

3. Flight Delays and Waiting Time

If accurate flight details were provided, the assigned NCC operator/driver may monitor the flight status.

Standard airport pickups usually include up to 60 minutes of waiting time from the actual flight landing time, subject to the assigned NCC operator’s operational availability.

If a flight delay, baggage delay, border control delay, or any other airport-related delay exceeds the reasonable waiting time or the assigned NCC operator’s availability, the Booking Fee may be considered non-refundable.

The assigned NCC operator/driver may agree to wait longer, subject to availability and to an additional waiting charge payable directly to the operator/driver.

Passengers are responsible for notifying ItalyTransferHub or the assigned NCC operator/driver as soon as possible in case of significant delays, missed connections, or changes affecting the pickup time.

4. Alternative Transportation

If a passenger independently arranges alternative transportation, including taxi, train, bus, private hire, or other services, without prior written confirmation from ItalyTransferHub or without allowing the assigned NCC operator/driver a reasonable grace period, no refund of the Booking Fee will be issued.

ItalyTransferHub will not reimburse the cost of alternative transportation unless expressly agreed in writing.

5. Incorrect or Incomplete Booking Information

The Booking Fee is non-refundable if the service cannot be provided or completed due to incorrect, incomplete, or misleading information supplied by the passenger, including but not limited to:

– wrong pickup time;

– incorrect pickup address;

– incorrect destination;

– incorrect pickup date;

– undeclared passengers;

– undeclared luggage;

– undeclared animals;

– incorrect flight details;

– incorrect contact details.

6. Passenger Errors or Voluntary Changes

ItalyTransferHub is not responsible for passenger mistakes or voluntary changes, including but not limited to:

– forgotten documents;

– forgotten belongings;

– incorrect scheduling;

– voluntary interruption of the journey;

– request to return to a previous location;

– last-minute route changes not agreed in advance.

Any additional transport costs arising from such situations are not refundable by ItalyTransferHub and must be agreed directly with the assigned NCC operator/driver.

7. Service Cancellation or No-Show by Operator

If the assigned NCC operator/driver cancels the service, fails to appear at the agreed pickup location, and no suitable alternative operator is provided, ItalyTransferHub will refund the Booking Fee paid online in full.

This refund shall represent ItalyTransferHub’s sole liability in such circumstances, to the fullest extent permitted by law.

ItalyTransferHub is not responsible for additional costs, price differences, damages, or losses incurred due to an operator cancellation or no-show, including but not limited to alternative transportation, missed flights, airline penalties, hotel penalties, ticket refunds, or rebooking fees.

8. Refund Processing

Approved refunds will be processed back to the original payment method used on the website.

Refunds are usually processed within 5–10 business days.

Processing times may vary depending on the payment provider, bank, or card issuer.

9. Non-Refundable Situations

The Booking Fee is non-refundable in cases including but not limited to:

– cancellation less than 24 hours before pickup;

– passenger no-show;

– passenger misconduct;

– refusal to comply with safety regulations;

– passenger documentation issues;

– incorrect or incomplete booking information;

– passenger errors;

– voluntary journey interruption;

– missed flights;

– airline penalties;

– hotel penalties;

– costs of alternative transportation;

– indirect, incidental, or consequential losses.

10. Contact

For cancellation requests or refund inquiries, please contact:

[email protected]