Cancellation Policy & Free Cancellation
Everything about free cancellation, no-show, refunds and flight changes — in plain language
Where to Meet Your Driver
Your driver waits for you right at the arrivals exit, holding a name board — here is exactly how it works
How many hours before pickup can I cancel for free?
Free cancellation is available up to 24 hours before your scheduled pickup time. Cancel any earlier than that and you pay nothing — the full amount is refunded. Within 24 hours of pickup, cancellation terms depend on the operator shown on your booking confirmation, and a partial fee may apply.
Does free cancellation apply to all fares?
Yes — every vehicle class on AirportTransfer.az (Economy, Comfort, Business, Minivan, Minibus, Bus) includes free cancellation up to 24 hours before pickup. There are no non-refundable "special" fares on the marketplace: what you see is one all-inclusive fixed price with the same 24-hour rule everywhere.
How does free cancellation work for airport pickup?
For airport pickups the 24-hour rule is based on your flight landing time, not your requested pickup time. Because we track your flight, if your flight is rescheduled the free-cancellation window moves with the new landing time automatically — you never lose the window because the aircraft was late.
What is a no-show?
A no-show means the driver arrived at the meeting point on time and waited, but the passenger did not appear. At airports the driver waits 60 minutes after landing (90 minutes for international flights) at no charge; at hotels/addresses, 15 minutes. If you do not show up within the free waiting time and have not contacted us, the ride is marked as a no-show and is charged in full, because the driver completed the assignment.
What happens if my flight is cancelled?
If your airline cancels the flight, your transfer can be cancelled free of charge at any time — even after the 24-hour deadline. Send us your booking reference and the airline cancellation notice (screenshot or email). Because the flight never lands, the 24-hour window does not apply. The refund is processed the same day.
What if my driver is late?
If the driver has not arrived within 15 minutes of the scheduled pickup time (60 minutes after landing for airport pickups), you can cancel on the spot free of charge with a full refund, or request a replacement car. Contact support with your booking reference so we can act immediately.
What if I (the passenger) am running late?
The driver includes free waiting time: 60 minutes at airports, 15 minutes at hotels/addresses. If you know you will be later than that, contact us — in most cases the driver waits longer for a small waiting-time fee instead of cancelling. If the driver leaves and the ride never starts, the standard no-show rule (full charge) applies.
How many days does the refund take?
Refunds are issued to the original payment method: card payments are refunded within 5–7 business days (your bank may add 1–2 days), cash bookings are simply not charged. You receive a cancellation confirmation email the moment the refund is initiated, with the amount and reference inside.
How does payment authorization work?
When you book, the card amount is authorized (held) but not yet captured. The money is captured only after the ride is completed. If you cancel within the free window, the authorization is simply released — it never becomes a charge, which is why refunds to card can look like "the hold disappeared". Cash bookings authorize nothing.
How do I cancel a booking?
Open your confirmation email and reply with "Cancel", or message our 24/7 WhatsApp support with your booking reference. We confirm the cancellation and start the refund the same day. There is no self-service portal step you can miss — a simple message with your reference is enough.