Customers may cancel their booking up to 12 hours before the scheduled pickup time and receive a full refund.
If the customer cancels less than 12 hours before the scheduled pickup time, the payment is non-refundable.
These cancellations are classified as late cancellations.
If the customer is not present at the pickup location at the scheduled time and cannot be reached, the booking will be considered a no-show, and no refund will be issued.
Requests to modify a booking (time, pickup/drop-off location, or vehicle type) are subject to subcontractor availability and cannot be guaranteed.
Additional fees may apply.
Delays caused by traffic, weather conditions, road closures, official restrictions, or any circumstances beyond the subcontractor’s control do not constitute grounds for a refund.
Luxento may cancel a booking due to safety concerns, operational issues, or regulatory requirements.
In such cases, the customer will receive a full refund.
Approved refunds will be processed using the same payment method used for the original transaction.
Processing times depend on the customer’s bank or payment provider and may take 3–10 business days.
If the customer requests to downgrade vehicle class, adjust the service, or remove optional extras before the service begins, Luxento may issue a partial refund at its sole discretion.
Approval is not guaranteed.
Optional extras (e.g., child seats, VIP upgrades) are refundable only if the booking is cancelled at least 12 hours in advance.
By completing a booking, the customer agrees to contact Luxento Services Limited before initiating any chargeback or payment dispute with their bank or payment provider.
Luxento reserves the right to provide evidence of service and compliance in the event of such disputes.
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