Cancellation & Refund Policy

Plans changed? Here’s the short version before anything else.

Cancel 24 hours or more before your pickup, you get everything back. Under 24 hours, nothing, your vehicle was already pulled from the schedule. Flight delayed, the driver’s watching it and stays at arrivals up to 3 hours past your original landing time, no extra charge. Airline scraps the flight entirely, full refund or free reschedule, your pick.

That covers most situations. The details below handle the rest, including what happens when we’re the ones who have to cancel.

PART I – Individual Travellers

Cancellation & Refunds

The timer runs from your confirmed pickup time, not your travel date, not your flight landing. If your driver is scheduled for 7am on Saturday, your 72-hour window shuts Wednesday at 7am.

Most platforms give you 24 hours. We settled on 72 because travel doesn’t always go to plan, and we’d rather you come back than lose you over a timing gap.

Flight Delays & Airline Cancellations

Your flight number goes into our system the moment your booking confirms. No app, no tracking link to click, it just happens on our end.

Short delays, under 3 hours: your driver adjusts and waits. Name sign up, no surcharge, nothing to do from your side.

Longer delays or a diversion: we message you on WhatsApp. We sort it out together from there, new time, full reschedule, or a refund if you’d rather draw a line under it.

Airline cancels the flight: full refund on your transfer, or a free reschedule within 72 hours. You decide which.

Before you travel, take 10 seconds and save your driver’s WhatsApp number from your confirmation. Not because you’ll need it, airport Wi-Fi dies, phones run low, and having it already saved costs nothing.

No-Shows

Driver’s at the spot. Sign’s up. You’re not there and you haven’t sent a message.

That’s a no-show. No refund.

The driver made the trip. The vehicle was off the schedule for that window. The cost is real on our end.

One opening: if something genuinely went sideways, a medical situation, a documented missed connection, and you reach us within the hour after your scheduled pickup, we look at it. Fourteen years of doing this means we can usually tell the difference between circumstances and carelessness.

Changing the Date or Time

More than 48 hours out, it’s free. WhatsApp your booking reference and the new details. We come back to you within 2 hours.

Six to 48 hours before pickup: possible if the diary has room, with a €15 fee for the driver reassignment. Under 6 hours: falls under the cancellation tiers above.

Two changes per booking. A third means starting a new reservation.

When TRANSFERS DRIVER Cancels

Full refund within 72 hours. Back to whatever you paid with, card, PayPal, transfer. Not a voucher, not credit toward a future trip.

If the timing still works for you, we’ll find a qualified driver on the same route at our cost. No pressure to take it.

This isn’t something written in here to sound responsible. It’s what’s actually happened the few times something went wrong on our end.

Force Majeure

A pass blocked by rockfall. Coastal winds pushing past 100km/h with the road officially dangerous. An airport shut by government order.

Those things, no penalty either way. Full refund or free reschedule within 5 business days, whichever works.

Rain doesn’t count. Nor does traffic, a late alarm, or wrong pickup details given at booking. Those go through the standard tiers.

Genuinely unsure which side your situation falls on? Message us before the trip date. We’ll tell you plainly.

How to Cancel, and How Long Until the Money Returns

WhatsApp the number on your confirmation. Booking reference, plus “cancel” or “reschedule.” That’s the whole thing.

Written acknowledgement comes back within the hour, 7am to 9pm Morocco time. Your cancellation is logged from the moment we confirm receipt, not from when you hit send.

Keep the message. Travel insurers ask for written proof with a timestamp. Our WhatsApp confirmation does that job. If your insurer wants something more formal, headed paper, signature, email us and it’s with you within 24 hours.

Refund timelines:

Differences by Service Type

City-to-city transfers across Morocco, tiers above, as written.

Airport pickups and drop-offs, all airports, same tiers, with live flight tracking running from confirmation. The 3-hour wait is standard on every airport booking, regardless of which airport.

Signature excursions, cancel more than 5 days out and you’re fully refunded. Between 48 hours and 5 days, 50% comes back. Under 48 hours, nothing. Local guides and logistics get locked in early and can’t be unwound last minute.

PART II – Partners

 Hotels, Riads & HOST Accounts

Active TRANSFERS DRIVER contract? Your cancellation terms are the ones in that agreement, not the public tiers above.

Working baseline for common scenarios : 4 hours’ notice for airport runs, 12 hours for long-distance. Below those, 50% goes onto your next monthly statement.

Client no-shows after the driver’s left: full trip cost, with a timestamped attendance record from us for your files. Useful if you need to pass the charge back to the guest.

Tour Operators, DMCs & Agencies

Annual contract sets the terms. No active contract defaults to the individual traveller tiers.

Passenger substitutions: up to 2 hours before pickup, free, via WhatsApp with the new name.

Corporate Accounts

Trips cancelled before the driver leaves: not invoiced. Employee absent after the driver’s already en route : 50% applies. Month-end statement carries timestamps and trip references for every line.

PART III – Legal

Legal Basis & Disputes

TRANSFERS DRIVER is a registered Moroccan company, licensed for tourist transport by the Ministry of Transport and Logistics. Direct operator, not a platform, not a reseller. Physical office in Essaouira. Running since 2010.

This policy operates under Moroccan Law n° 31-08 on consumer protection and the Code of Obligations and Contracts.

Something goes wrong, a WhatsApp or a call sorts most things before they go further. We always prefer that route. If no agreement is reached, the competent court is Essaouira, Morocco. Contract reference language is French; this English version is for clarity.

FAQ – Questions We Get Asked. Answered Straight

Does the driver actually wait if my flight’s delayed?

Your flight gets tracked automatically from the booking confirmation, your driver sees the updated time without you doing anything. He waits up to 3 hours past your original scheduled arrival. No extra charge. Past that point we message you directly on WhatsApp and figure out next steps together.

Ryanair moved my flight by 5 hours. Is my transfer gone?

No. Changes made by the airline, delays, cancellations, diversions, get you either a free reschedule or a full refund. Message us when you find out. Before the original pickup time, you’re covered.

The driver didn’t show. What do I do?

Call the number in your confirmation directly, he picks up. If there’s a genuine no-show on our end, you get a full refund the same day and we source an alternative at our cost. In 14 years it hasn’t happened. The number’s there anyway.

I need written proof of cancellation for my travel insurance.

Your WhatsApp confirmation carries a timestamp and works for most insurers. If yours needs a formal document, headed paper, signature, email us and you’ll have it within 24 hours.

WhatsApp or email to cancel?

WhatsApp. Faster, tracked, timestamped. Booking reference plus “cancel” or “reschedule” is enough. You’ll have a written confirmation back within the hour.

My flight was cancelled by the airline, can I reschedule the transfer for free?

Yes. Airline cancellations are treated separately from passenger cancellations. Free reschedule within 72 hours of your original booking, or a full refund if rescheduling doesn’t work. No penalty on your side.

Weather’s looking bad. What if the road is unsafe on the day?

Verified force majeure, closed passes, dangerous winds on the Atlantic coast, government-ordered closures, no penalty either way. Full refund or free reschedule within 5 to 10 business days. Not sure if your situation qualifies? Ask us before the trip date.