Refund policy

At CITILIFE Travel, we strive to provide the best chauffeur-driven services in Cape Town, ensuring comfort, affordability, and professionalism. We understand that plans can change, and we have created a comprehensive refund policy to accommodate our clients while maintaining fairness in our operations.

This refund policy outlines the conditions under which refunds will be issued, including cancellations, no-shows, delays, and other circumstances.

 

Cancellation & Refund Eligibility 

Cancellations by the Customer

  • Refund eligibility for cancellations depends on the timing of the cancellation relative to the scheduled service:
  • More than 48hrs before the scheduled pickup time: Full refund minus a 5% administrative processing fee.
  • 24 to 48 hours before the scheduled pickup time: 50% refund.
  • Less than 24 hours before the scheduled pickup time: No refund.
  • Same-day cancellations or last-minute cancellations (within 6 hours of service): No refund. 

Cancellations by CITILIFE Travel

In the unlikely event that CITILIFE Travel cancels your booking due to unforeseen circumstances, such as vehicle breakdowns or driver unavailability, you will receive:

  • A full refund OR
  • The option to reschedule the ride at no additional cost.

If external factors such as extreme weather or road closures prevent service, we will offer a reschedule or a partial refund at our discretion.

No-show Policy

A "no-show" is when a customer fails to be at the designated pickup location without prior notice.

  • Grace period: A 15-minute grace period is provided for standard bookings, and a 30-minute grace period applies for airport pickups. 
  • If the client does not show up after the grace period and has not contacted us, no refund will be issued.
  • If the client arrives but significantly exceeds the grace period, a waiting fee may be applied.

Refunds for Delays & Service Issues

Customer Delays

If a customer delays the trip significantly, additional waiting charges may apply. Refunds will not be provided for missed appointments, flights, or other schedule disruptions due to customer delays.

Service Delays by CITILIFE Travel

If CITILIFE Travel is beyond the grace period, the following refund conditions apply:

  • 15-30 min late: 10% refund.
  • 30-60 minutes late: 25% refund.
  • More than 60 minutes late: 50% refund or free rescheduling.
  • If the driver fails to show up, a full refund will be issued.

Refund Processing & Timeline

  • Refunds will be processed using the original payment method.
  • Refunds take 5-10 business days to reflect, depending on your bank or payment provider.
  • Refund requests must be submitted in writing via email to info@citilifetravel.com with booking details and the reason for your refund request.

Non-Refundable Circumstances

  • Last-minute cancellations (within 6 hours of service).
  • No-shows without prior notice.
  • Delays caused by the client (e.g., late arrival, missing documents).
  • Incorrect booking details provided by the customer (e.g., wrong date, time, or location).
  • Force Majeure events (e.g., natural disasters, riots, strikes, extreme weather, or government restrictions beyond our control).

Changes & Amendments

  • Customers may reschedule a booking at no additional cost if requested more than 24 hours in advance.
  • Changes requested less than 24 hours before the booking may be subject to a modification fee.
  • Refund policies for amended bookings will follow the original booking's cancellation timeline.

Contact Information

For refund requests, cancellations, or any queries, please contact us:

CITILIFE Travel-Customer Support

  • Phone: +27774097792
  • Email: info@citilifetravel.com
  • Website: www.citilifetravel.com

We are committed to providing a seamless and fair refund process while maintaining the highest service standards for our valued customers.