Customer Refund Policy
At Tshepiso Shuttle, we are committed to providing reliable, professional, and transparent shuttle services. We understand that travel plans may change, and our refund policy is designed to provide clear guidelines for cancellations, refunds, and booking adjustments.
This Refund Policy applies to all airport transfers, private shuttle bookings, corporate transport, and scheduled trips booked through our website, phone, email, or other booking channels.
Booking Payments
To secure your shuttle booking, customers are required to make full payment before the scheduled trip.
Once payment has been received and the booking is confirmed, Tshepiso Shuttle will reserve the vehicle and driver specifically for your journey.
Cancellation & Refund Guidelines
Customers who cancel their booking more than 48 hours before the scheduled pickup time may qualify for a refund.
- A cancellation request must be submitted in writing.
- Refunds will be processed after confirmation of the cancellation.
- Any applicable transaction or processing fees may be deducted.
Cancellations Made 12 Hours or more
Cancellations made 12 hours or more, a full refund will be allowed
Cancellations less than 12 Hours or No-Show Bookings
Bookings cancelled less than 12 hours before pickup, or customers who fail to arrive at the agreed pickup location, do not qualify for a refund.
This includes
- Passenger not available at pickup time
- Incorrect pickup information provided
- Missed flights without prior communication
- Failure to respond to driver contact attempts
Flight Delays and Airport Transfers
For airport transfers, customers should provide accurate flight details when booking.
Tshepiso Shuttle will make reasonable efforts to accommodate flight delays where possible. Customers should contact us as soon as possible if their flight schedule changes.
Additional waiting charges may apply for extended delays outside the agreed waiting period.
Refund Processing Time
Approved refunds will be processed within a reasonable timeframe after approval.
Refunds may take several business days to reflect depending on:
- Payment method used
- Banking institution processing times
- Payment gateway procedures
Changes to Bookings
Customers may request changes to:
- Pickup time
- Pickup location
- Passenger details
- Vehicle requirements
Changes are subject to availability and may affect the final booking price.
Non-Refundable Services
Certain services may not qualify for refunds, including:
- Last-minute cancellations
- Completed trips
- Incorrect booking information supplied by the customer
- Additional services already provided
Exceptional Circumstances
Tshepiso Shuttle may review refund requests caused by exceptional circumstances, including:
- Medical emergencies
- Severe weather conditions
- Unexpected travel disruptions
Supporting documentation may be required.
Contact Us About Refund Requests
If you need to request a refund or discuss a booking cancellation, please contact our customer support team with:
- Booking reference number
- Passenger name
- Travel date
- Reason for cancellation
- Payment details
We will review your request and respond as quickly as possible.
Travel With Confidence
Tshepiso Shuttle values every customer and aims to provide dependable transport with clear and fair booking policies. Our goal is to make your travel experience smooth from booking to arrival.
