Scope of This Policy
This Cancellation Policy applies to private transportation reservations made directly with Trasla Travel & Tour, S.R.L. through rides.traslatravel.com or an approved Trasla sales channel.
It applies together with our Terms and Conditions, your quotation, checkout information and booking confirmation. A clearly disclosed booking-specific condition may replace the standard rule for that reservation, particularly for group transportation, last-minute service, special vehicles, partner products or customized arrangements.
Reservations made through an online travel agency, marketplace, hotel, travel adviser or other third party may be governed by that partner's cancellation process and deadlines.
Standard 24-Hour Cancellation Rule
A regular private transfer reservation is eligible for a full refund when the cancellation request is received through an approved contact channel at least 24 hours before the confirmed pickup time.
The 24-hour period is calculated using the local time at the confirmed pickup location. For round-trip reservations, each confirmed transfer segment may be considered separately unless the booking or rate conditions state otherwise.
A full refund under this rule covers amounts paid for the eligible transfer and refundable extras. A product already purchased, prepared or committed specifically for the passenger may remain non-refundable when that limitation was disclosed or the cost cannot reasonably be recovered.
How to Cancel a Reservation
Submit the request using the contact link in your confirmation, our official email, WhatsApp or the platform through which the booking was made. Include:
- the passenger or booking name;
- the booking reference;
- the confirmed pickup date and time;
- the transfer or segment you wish to cancel; and
- the reason for the request when relevant to an individual review.
The request is measured from the time it is received through the applicable channel. We will acknowledge or confirm the cancellation in writing. If you do not receive confirmation, contact us again promptly to ensure the request was received.
Cancellations Within 24 Hours
A request received less than 24 hours before pickup does not automatically qualify for a full refund. Trasla will review the case individually, considering the notice provided, driver dispatch, vehicle assignment, route, supplier commitments, special purchases and whether the service can reasonably be reassigned or rescheduled.
Depending on the circumstances, we may offer a full or partial refund, a future travel credit, a one-time rescheduling option or no refund where the service and related costs were already committed. Any alternative is subject to confirmation and is not guaranteed.
Nothing in this section limits a remedy required by applicable law or a refund due because Trasla failed to provide the confirmed service.
No-Shows and Inability to Locate the Passenger
A passenger may be considered a no-show when they do not appear within the waiting period communicated for the booking, cannot be contacted using the supplied information, leave the designated meeting area without contacting Trasla, or provide materially incorrect pickup or travel details that prevent the service from being performed.
If you cannot locate your driver or airport representative, contact Trasla before leaving the meeting point or arranging alternative transportation. This gives our local team an opportunity to verify the location and resolve the pickup.
No-show cases are reviewed individually. Because a vehicle and driver may already have been reserved, dispatched and held for the passenger, a refund is not guaranteed. Verified communication failures, emergencies, operational circumstances and recoverable costs will be considered during the review.
Flight Delays, Cancellations and Rerouting
When accurate flight information is included in an airport arrival booking, we may monitor publicly reported schedule changes and coordinate pickup around the updated arrival. Flight monitoring does not replace the passenger's obligation to tell us about an airline cancellation, new flight number, rerouting, airport change or new travel date.
If an airline cancels or materially changes your flight, contact us as soon as possible. Subject to availability and operational feasibility, we may move the transfer to the revised arrival without a cancellation charge. A different airport, date, route, vehicle or extended delay may require repricing or a new reservation.
If the transfer must be cancelled because of the flight disruption, the standard 24-hour rule applies when enough notice is provided. Later cases are reviewed individually using the circumstances and costs that can be verified.
Changes and Rescheduling
Changes to the pickup time, date, route, flight, hotel, passenger count, luggage or vehicle are subject to availability. A change is not confirmed until Trasla acknowledges it in writing and issues updated service details when necessary.
Requests made at least 24 hours before pickup are generally adjusted without an amendment fee for a regular transfer, but any difference in route, vehicle, timing, supplier cost or service price remains payable. Changes requested within 24 hours are reviewed individually.
A material change—such as another airport, another travel date or a substantially different destination—may be treated as cancellation of the original service and creation of a new booking.
Round Trips and Multi-Segment Reservations
For a round trip or itinerary containing several transfers, cancelling one segment does not automatically cancel the remaining segments. Clearly identify which journey should be changed or cancelled.
Refund eligibility may be calculated for each segment based on its own pickup time and the notice received. When a bundled, promotional or round-trip price depended on completing all segments, cancellation of one part may require recalculation of the remaining service if that condition was disclosed with the booking.
Last-Minute, Group and Customized Services
Special cancellation conditions may apply to reservations made close to pickup, buses and large-group transportation, multiple coordinated vehicles, airport VIP products, flowers, champagne, decorations, personalized welcomes, event transportation and other services requiring advance purchases or outside suppliers.
Any stricter or non-refundable condition should be disclosed before payment or included in the written quotation or confirmation. Recoverable parts of a cancelled booking may still be considered for refund during an individual review.
If Trasla Cancels the Confirmed Service
If Trasla cannot provide a confirmed transfer, we will first attempt to offer a reasonable replacement, comparable vehicle, revised schedule or other suitable solution.
If no reasonable alternative is available or you do not accept a materially different alternative, amounts paid for the affected service will be refunded. This does not affect any additional remedy that cannot lawfully be excluded.
A vehicle substitution within the confirmed category or with suitable capacity is not ordinarily considered a cancellation when the transportation service remains materially equivalent.
Refund Method and Processing
Once approved, a refund is normally submitted to the original payment method and currency. If the original method cannot receive the refund, we will contact the customer to identify an appropriate lawful alternative.
Trasla may confirm when the refund has been submitted, but the time required for the amount to appear depends on the bank, card issuer, PayPal or other payment provider. Currency conversion, foreign-bank and card-provider differences are outside our control.
Cash-on-pickup reservations that were not prepaid do not generate a payment refund, although late cancellation or committed third-party costs may still be reviewed under the confirmed booking conditions.
Severe Weather and Events Beyond Control
Transportation may be affected by severe weather, flooding, road closures, airport restrictions, government action, civil disturbance, public emergencies, natural events or other circumstances beyond reasonable control.
Safety comes first. When performance becomes unsafe or impossible, Trasla may delay, reroute or reschedule the service. Refunds, credits or alternatives will be assessed according to the unused service, recoverable costs, circumstances and applicable law.
Bookings Made Through Another Platform
If you reserved through an online travel agency, hotel, marketplace, travel adviser or other partner, submit the cancellation through that booking channel unless instructed otherwise. The partner may control the payment, deadline, refund approval and customer communication.
Trasla cannot override a partner's refund decision when that partner collected the payment and contractually administers the reservation. We will provide reasonable operational information when requested through the appropriate channel.
Cancellation Contact and Review Requests
To cancel, reschedule or request review of a late cancellation or no-show, contact us promptly and include the booking reference and supporting information. Do not send full payment-card credentials by email or WhatsApp.