CANCELLATION POLICY
Last Updated: September 2026
At CapeTown Transfers, we understand that travel plans can change. Our Cancellation Policy explains how cancellations, changes, refunds, and no-shows are handled for our private transportation services.
By making a booking with CapeTown Transfers, you agree to the terms outlined below.
1. CANCELLATION BY THE CUSTOMER
Customers may cancel a confirmed booking by contacting CapeTown Transfers by phone, WhatsApp, or email.
The cancellation time will be based on the date and time CapeTown Transfers receives the cancellation request.
More than 24 hours before pickup
Cancellations made more than 24 hours before the scheduled pickup time may qualify for a full refund, provided the booking has not already incurred non-refundable costs.
Less than 24 hours before pickup
Cancellations made less than 24 hours before the scheduled pickup time may be subject to a cancellation fee of 50% of the booking price.
Less than 6 hours before pickup
Cancellations made less than 6 hours before the scheduled pickup time may be considered a late cancellation, and the full booking amount may be non-refundable.
2. NO-SHOWS
A no-show occurs when the customer does not arrive at the agreed pickup location and does not contact CapeTown Transfers.
If a customer does not arrive within the applicable waiting period and cannot be reached, the booking may be treated as a no-show.
No-shows are generally non-refundable.
Where reasonable, our team will attempt to contact the customer before treating a booking as a no-show.
3. AIRPORT TRANSFERS
For airport arrivals, customers should provide their correct flight number and arrival details when making a booking.
If a flight is delayed, CapeTown Transfers will make reasonable efforts to accommodate the updated arrival time where possible.
Customers should contact us if their flight details change or if they experience a significant delay.
If the customer misses the flight, changes their flight without informing us, or does not arrive at the agreed pickup point, the booking may be treated as a cancellation or no-show.
4. CRUISE PORT TRANSFERS
For cruise port transfers, customers should provide accurate cruise and pickup information.
If a cruise arrival or departure time changes, customers should contact CapeTown Transfers as soon as possible.
We will make reasonable efforts to adjust the transfer where availability allows.
Additional charges may apply where a significant change requires additional waiting time, a new pickup time, or additional services.
5. CHANGES TO A BOOKING
Customers may request changes to an existing booking, including:
Pickup time
Pickup location
Destination
Number of passengers
Vehicle requirements
Additional stops
Changes should be requested as early as possible.
Changes are subject to availability and may result in a change to the original price.
A booking change is only confirmed once CapeTown Transfers has accepted the request.
6. CANCELLATION BY CAPETOWN TRANSFERS
In exceptional circumstances, CapeTown Transfers may need to cancel or modify a booking due to circumstances such as:
Vehicle breakdown
Severe weather
Road closures
Safety concerns
Government restrictions
Unexpected operational issues
Other circumstances beyond our reasonable control
Where CapeTown Transfers cancels a confirmed booking and cannot provide a suitable alternative, the customer will be offered an appropriate refund for the affected service, subject to applicable law.
7. WEATHER AND UNFORESEEN EVENTS
CapeTown Transfers cannot be held responsible for cancellations or delays caused by circumstances outside our reasonable control.
These may include severe weather, natural disasters, accidents, road closures, public emergencies, strikes, government restrictions, or other unforeseen events.
We will make reasonable efforts to assist customers and find an alternative arrangement where possible.
8. REFUNDS
Where a refund is approved, the refund will be processed using the applicable payment method or another agreed method.
The time required for a refund to appear in the customer's account may depend on the payment provider or financial institution.
Any non-refundable fees or costs incurred before cancellation may be deducted where applicable.
9. NON-REFUNDABLE SERVICES
Certain bookings, special arrangements, third-party services, promotional rates, or services involving non-refundable costs may have different cancellation conditions.
Where different cancellation terms apply, these will be communicated to the customer before the booking is confirmed.
10. LATE ARRIVALS AND WAITING TIME
If a customer is late for a scheduled pickup, the booking is not automatically cancelled.
The driver may wait for a reasonable period depending on the circumstances.
Additional waiting charges may apply.
If the customer cannot be reached after the applicable waiting period, the booking may be treated as a no-show and may become non-refundable.
11. HOW TO CANCEL
To cancel a booking, please contact CapeTown Transfers as soon as possible.
Phone / WhatsApp: [YOUR PHONE NUMBER]
Email: [YOUR EMAIL ADDRESS]
Please include:
Booking name
Booking date
Pickup time
Pickup location
Booking reference, if available
Reason for cancellation, if applicable
A cancellation is only considered received once CapeTown Transfers has acknowledged the cancellation request.
12. CANCELLATION TIME
Cancellation deadlines are calculated according to the scheduled pickup time and the local time in Cape Town, South Africa.
Customers are encouraged to cancel as early as possible to avoid cancellation charges.
13. DISPUTES AND CUSTOMER RIGHTS
CapeTown Transfers aims to handle cancellations and refunds fairly and transparently.
Nothing in this Cancellation Policy is intended to remove or limit any rights or protections available to customers under applicable South African law.
14. POLICY CHANGES
CapeTown Transfers reserves the right to update this Cancellation Policy from time to time.
The latest version published on our website will apply to future bookings.
Any cancellation terms specifically agreed upon at the time of booking will continue to apply to that booking.
CONTACT CAPETOWN TRANSFERS
If you have questions about cancelling, changing, or rescheduling your transfer, please do not hesitate to contact us.
CapeTown Transfers
Phone / WhatsApp: +27 81 581 4003
Email: Info@capetowntransfer.com
Service Area: Cape Town, South Africa