At Tourtella, we prioritize customer satisfaction and transparency. Our VIP transfer service operates as an intermediary between customers and local transportation providers. Please review the following refund policy:

• Cancellation Window: You may cancel your transfer service up to 6 hours before the scheduled pickup time to receive a full refund.
• Refund Process: Refunds will be processed within 5-7 business days to the original payment method used at the time of booking.
• Provider Payment: Transfer companies are only paid after successfully completing the service. If the service is not provided as agreed, the transfer company will not receive payment.
• No-show by Customer: If the customer is not present at the agreed pickup location at the scheduled time, no refund will be provided.
• No-show by Transfer Provider: If the transfer provider fails to be at the pickup location on time, the customer will receive a full refund, and no payment will be made to the transfer company.
• Non-refundable Cases: If cancellation occurs less than 6 hours before the scheduled pickup time, no refund will be provided.
• How to Cancel: To cancel your booking, please contact our customer service team through rides@tourtella.com or directly through your booking confirmation email.
• Changes to the Policy: We reserve the right to modify or amend this refund policy at any time. Any changes will be updated on this page and communicated to customers when applicable.