Free cancellation
Before you pay, the booking step shows how long the booking can be cancelled free of charge, and your booking shows the exact deadline. Until that deadline you can cancel free of charge, even if a driver has already been assigned.
The deadline recorded on your booking is the one that applies to it, even if the free-cancellation period offered for new bookings changes later. If your pickup time is moved after you book, the deadline can move later with it, but never earlier.
A return transfer booked together is one booking: its deadline is counted from the first pickup, and cancelling it cancels both journeys.
How to cancel
If you have an account with a confirmed e-mail address, open My bookings and cancel the booking there. Without an account, open your booking with its reference and your e-mail address — the link is in your confirmation e-mail — and cancel it on that page.
You can also ask support to cancel for you: send your booking reference to support@clicktogoo.com. Once the cancellation is recorded, we confirm it to you by e-mail.
Refunds
A refund is always the full amount you paid, extras included. We do not make partial refunds and we do not keep a cancellation fee.
If you paid by card, the refund is sent back to the same card automatically when the cancellation is recorded. It usually appears within 5–10 business days, depending on your bank. The refund is made in the currency you were charged in; if your bank converted the payment, it may apply its own exchange rate again.
If you chose to pay in cash in the vehicle, nothing has been charged, so there is nothing to refund: the booking is simply cancelled.
Refunds are made only to the card used for payment. We do not pay refunds by bank transfer, in cash or as credit for a later booking.
After the deadline
Once the free-cancellation deadline has passed, the booking can no longer be cancelled online, because the vehicle and driver have been committed to your transfer.
If your plans change, contact support. Whether a late cancellation can still be accepted is decided case by case: if it is accepted, you receive the full amount back; if it is not, the booking stays in place and is not refunded.
Changing a booking
You cannot change a booking yourself. Our support team can correct the flight number or the pickup time as long as the change is still possible: send your booking reference and the correction to support, and the change applies only once we confirm it.
Other details — the route, the number of passengers, the extras or the passengers' names — cannot be changed after booking. Cancel free of charge before the deadline and book again instead.
Delays, missed pickups and no-shows
Give your flight number when you book: it is recorded with your booking and used to plan your pickup. If your flight is moved or diverted, send the new details to support with your booking reference as soon as you can. When we move your pickup time, we tell you by e-mail, and we may also tell you on WhatsApp or by SMS.
If you cannot find your driver at the pickup point, press “I cannot find my driver” on your voucher or contact support straight away, and we locate the driver for you. All contact with the driver goes through us.
If you do not come to the pickup point and we cannot reach you, the transfer may be recorded as a no-show, and a no-show may not be refunded.
If we cancel or cannot carry out your transfer
If we have to cancel your transfer — for example because no suitable vehicle is available, for safety reasons or because of events outside our control such as severe weather or road closures — we tell you as soon as we can and refund the full amount you paid.
If the driver does not arrive, contact support straight away. We arrange another vehicle where we can and keep you informed; if the transfer does not take place, we refund the full amount you paid.
The statutory right of withdrawal
The fourteen-day right of withdrawal for distance contracts does not apply to passenger transport services such as a transfer (Regulation on Distance Contracts, Article 2(2)(h)). The free cancellation described in this policy applies instead.