Policy
Cancellation policy
Three windows, by booking type. Cancel inside the window and there is no charge; the schedule below is the one the booker and the coordinators apply.
Cancellations
Cancellation windows and refunds
| Booking type | Free cancellation until | After that |
|---|---|---|
| Sedan, SUV and MPV transfers, including airport and station pickups | 24 hours before pickup | Full fare |
| Vans, hourly bookings, day hire and outstation journeys | 72 hours before pickup | Full fare |
| Multi-day private chauffeur engagements and tours | 7 days before the first day | First two days' rate, then the deposit |
| Weddings, festival nights, film units and multi-vehicle bookings | 30 days before the first date | Deposit non-refundable; balance due as quoted |
| Overseas journeys through the network | As quoted, usually 48 hours | As quoted by the affiliate |
No-shows
A no-show is charged the full fare plus any waiting beyond the free allowance. At airports and stations the desk will call and message before treating a booking as a no-show, and a passenger who is delayed in immigration or on a late train is never a no-show.
Changes
Time, address and vehicle changes are free inside the cancellation window for the booking type. Changes that increase the fare are charged at the difference; changes that reduce it are refunded to the card.
Weather, road closures and force majeure
If a hill road is closed, a festival closure changes or a flight is cancelled by the airline, the booking is moved without charge. If it cannot be moved, the fare is refunded in full.
How to cancel
Through the link in the confirmation email, by phone on (877) 860-3388, by chat, or by email to support@rutz.in. The time the cancellation reaches the desk is the time that counts. Refunds reach the card within seven working days.
See also payments, terms and conditions and the FAQ.