Refund Policy

Refunds may be issued in the following circumstances:

• Service Cancellation by Bay Taxis: If we cancel your booking and cannot provide an alternative vehicle or driver, you are entitled to a full refund.
• Pre-paid Bookings: For pre-paid airport transfers or other pre-booked services, cancellations made at least 24 hours before the scheduled pickup time are eligible for a refund, less a 10% administrative fee.
• Overcharges: If you believe you have been incorrectly charged, we will investigate and issue a refund for any verified overcharges.

Refunds are generally not available in the following situations:

• Customer No-Shows: If you fail to appear at the pickup location at the scheduled time, no refund will be provided.
• Late Cancellations: For pre-paid bookings, cancellations made less than 24 hours before the scheduled pickup time are not eligible for a refund.
• Service Completed: Once a journey has been completed, fares are generally non-refundable unless there is clear evidence of a service failure or overcharge.
• Force Majeure: Delays or cancellations caused by severe weather, traffic accidents, road closures, or other circumstances beyond our control may not qualify for refunds.
• Disruptive Passenger Behavior: If a journey is terminated due to disruptive, dangerous, or illegal behavior by passengers, no refund will be provided.

To request a refund:

1. Submit a Request: Contact our customer service team within 7 days of the journey or cancellation with your booking reference, date of travel, and reason for the refund request.
2. Review Process: We will review your request and relevant information (driver logs, booking details, etc.) within 5 business days.
3. Decision: You will be notified of the decision regarding your refund request via email or phone.
4. Refund Processing: Approved refunds will be processed using the original payment method when possible. Refunds typically appear in your account within 5-10 business days, depending on your payment provider.

Airport Transfers: For airport pickup services, we monitor flight arrivals. If your flight is delayed, we will adjust your pickup time accordingly at no extra charge. If your flight is cancelled, you may reschedule or request a refund (subject to our cancellation policy).

Corporate Accounts: Corporate clients with account billing have specific terms outlined in their service agreements, which may differ from this general refund policy.

Third-Party Bookings: If you booked through a third-party platform or travel agency, you must follow their refund procedures as they act as the merchant of record for your transaction.

In certain situations where our standard refund policy does not apply, we may still offer goodwill adjustments or credits for future travel. These are provided at the sole discretion of Bay Taxis management and are assessed on a case-by-case basis, considering factors such as:

• Customer loyalty and booking history
• Severity of the service issue
• Specific circumstances of the incident

Please note that goodwill adjustments are not guaranteed and do not constitute a modification of our standard refund policy.

Bay Taxis reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically.