Cancellation Policy

Cancellation fees are calculated as a percentage of the total booking amount, based on the time remaining before your scheduled pickup:

• 10 or more days before pickup: 10% cancellation fee (90% refund)
• 3 to 10 days before pickup: 30% cancellation fee (70% refund)
• 2 to 3 days before pickup: 50% cancellation fee (50% refund)
• 13 hours to 2 days before pickup: 80% cancellation fee (20% refund)
• Less than 13 hours before pickup: 100% cancellation fee (no refund)

You can cancel your booking through:

• Your customer dashboard at any time
• Contacting our support team via live chat or email

The cancellation time is recorded as the moment the cancellation request is submitted, not when it is processed.

Refunds are processed to the original payment method within 5-10 business days. The refund amount is calculated based on the cancellation fee schedule above, minus any non-refundable deposits or fees.

If you do not appear at the designated pickup location within the complimentary waiting period (60 minutes for airport pickups, 15 minutes for other pickups), the booking will be treated as a no-show and no refund will be issued.

In rare circumstances, TLS may need to cancel a booking due to force majeure events (natural disasters, severe weather, government restrictions). In such cases, a full refund will be issued or the booking will be rescheduled at no additional cost.

For multi-trip bookings, each trip can be cancelled individually. The cancellation fee applies to each trip based on its own pickup time. Cancelling one trip does not affect other trips in the same booking.

If TLS proposes a price change after booking confirmation, you have 48 hours to accept or decline. Declining a price change results in a full refund with no cancellation fee.

TLS management may waive or reduce cancellation fees at its sole discretion in exceptional circumstances. Please contact our support team if you have special circumstances.