Cancellation policy
Plans change. Here is exactly what happens when they do. No small print.
When the terms below start to apply
More than 24 hours before pick-up, your booking is confirmed and your card charged as soon as you make it. Everything below applies from that moment, and the free cancellation window described in the first line of it is the one that covers you.
Less than 24 hours before pick-up, your booking is a request until we answer it. Your card holds the amount; we do not take it. While it is still only a request there is nothing to cancel: changing your mind costs you nothing and needs no reason, so write to us and we will release the hold. If we cannot drive your journey, the hold is released and nothing is charged: there is no refund to wait for and no fee.
If you cancel
- More than 24 hours before pick-up: the whole amount comes back. It is reduced only by the card processing fee. That fee is charged on the full amount, not on the part being returned, and is not refunded to us.
- Between 24 and 4 hours before pick-up: half of what you paid comes back. By then the driver has turned down other work for your journey and cannot fill the day.
- Less than 4 hours before pick-up: nothing comes back. The vehicle and the driver are assigned to your journey by then, and the day cannot be filled at that notice.
- If nobody appears at the pick-up: nothing is refunded. Not turning up at the agreed place is not a cancellation, because the vehicle has waited and the day is gone. If you are running late, call us. We will do what we can.
If you arranged to pay the driver in cash, there is nothing to refund, so simply tell us as early as you can so we can free the day.
How to cancel
Write to info@tavitano.com with your booking reference (it looks like TAV-10123 and is in your confirmation email), or call +385 95 811 9929 or +385 91 940 8280. The time we receive your message is the time that counts.
When the money arrives
Refunds go back to the card you paid with. Stripe returns them to your bank within a few working days; how quickly it then appears on your statement is up to your bank, and is usually five to ten working days in total.
Changing instead of cancelling
Moving the date, the time or the address costs nothing whenever we can accommodate it, and we usually can. Write to us rather than cancelling and rebooking, and you keep your price and your vehicle.
If you are late and we are waiting
Waiting is not the same as cancelling, and it has its own rate: €10 for each started 15 minutes, the same on every vehicle.
- At an airport we watch your flight and wait one hour from landing at no charge.
- At a ferry port the first 30 minutes run from when the boat actually docks, not from the time on the ticket. A late ferry is not your fault.
- Everywhere else the first 15 minutes are free. From the 15th to the 30th minute the waiting rate applies. After 30 minutes the driver may leave, and the journey then counts as missed, with nothing returned.
Before leaving a pick-up the driver calls you and sends a message, and the departure is logged. If you know in advance that you will be late, tell us and we will agree a new time wherever we can.
If your flight is delayed
Give us your flight number when you book and we watch it. We wait up to one hour after your flight lands at no extra charge. Beyond an hour we cannot guarantee the transfer or a replacement vehicle, though we will try, and we will be in touch by email either way. This is not treated as a cancellation by you.
If we cancel
If a breakdown, an accident or another circumstance beyond our control means we cannot drive you, we first try to arrange a replacement vehicle at the same price. If we cannot, we refund what you paid, less the bank or card processing fee that we cannot recover.
Who to write to
PALINDROM j.d.o.o. (Tavitano Transfers), Poljička cesta Krilo 20, 21315 Jesenice, Croatia · info@tavitano.com · +385 95 811 9929 · +385 91 940 8280