Refund / Cancellation Policy

Effective date: March 2026

This Refund / Cancellation Policy explains how Sixt Travel handles booking cancellations, date and time changes, no-shows, waiting time charges, and refund requests for private transfer, airport transfer, and chauffeur services.

By requesting a quote, confirming a booking, or using our services, you acknowledge and accept the cancellation and refund conditions described below.

1. General Principle

Sixt Travel operates a reservation-based chauffeur and transfer service. Once a booking is confirmed, driver time, vehicle allocation, route scheduling, and operational resources are reserved specifically for that customer. For this reason, cancellation timing directly affects eligibility for full or partial refund.

2. Standard Cancellation Policy

Unless a different written condition is expressly stated for a particular service, route, event booking, or special quotation, the following standard policy applies:

• Cancellation more than 24 hours before pickup: eligible for a full refund.
• Cancellation less than 24 hours before pickup: may be charged up to 100% of the booking amount.
• No-show: charged up to 100% of the booking amount.

The applicable cancellation deadline is calculated based on the scheduled pickup time stated in the booking confirmation.

3. Airport Transfer Cancellations

For standard airport transfers, a cancellation may generally be accepted free of charge if made sufficiently in advance of the scheduled pickup time. In many cases, this means up to 24 hours before service, unless another condition was clearly communicated at booking.

If a booking includes airport meet-and-greet coordination, dispatch planning, special access conditions, or premium vehicle allocation, stricter cancellation terms may apply.

4. Long-Distance, Custom, and Event Bookings

Long-distance transfers, event transportation, hourly chauffeur reservations, multi-stop itineraries, or custom bookings may require advance planning and dedicated resource blocking. Such services may be subject to stricter cancellation rules, deposits, or non-refundable portions, which will be stated in writing where applicable.

5. Changes Requested by the Customer

Requests to modify the pickup time, pickup location, destination, flight number, route, passenger count, luggage volume, or service type are treated as booking changes and are subject to operational approval.

A requested change may:

• be accepted with no additional charge;
• require a fare adjustment;
• require a vehicle category change;
• be treated as a cancellation and rebooking if the original service can no longer be reasonably fulfilled.

6. No-Show Policy

A booking may be treated as a no-show if the passenger does not appear at the agreed pickup point within the included waiting time and cannot be contacted using the details provided at the time of booking.

A booking may also be considered a no-show if:

• the customer provided incorrect pickup details;
• the customer provided an incorrect flight number or arrival information;
• the passenger leaves the pickup point without contacting us or the driver;
• the customer becomes unreachable during the active pickup period.

No-shows are generally non-refundable.

7. Waiting Time and Late Passenger Arrival

Airport pickups usually include complimentary waiting time from actual flight landing, subject to the allowance stated in the booking confirmation. In many standard airport transfer cases, included waiting time is up to 60 minutes after landing.

Hotel, office, residential, restaurant, or standard city pickups typically include a shorter complimentary waiting period, often 15 minutes unless otherwise stated.

If the passenger is late beyond the included waiting time:

• additional waiting charges may apply;
• continued service depends on driver availability;
• if the service cannot continue, the booking may be treated as a late cancellation or no-show.

8. Flight Delays and Flight Monitoring

Where flight details are provided, Sixt Travel may monitor publicly available arrival information to adjust dispatch timing for standard commercial flight delays.

However, we are not responsible for failures caused by:

• incorrect flight numbers or wrong arrival dates supplied by the customer;
• terminal errors not reasonably communicated;
• passenger unavailability after landing;
• immigration, customs, baggage claim, or airport exit delays extending beyond the included waiting time.

9. Refund Eligibility

Refund eligibility depends on the booking type, cancellation timing, operational actions already taken, payment status, and the actual circumstances of the request.

A refund may be granted in cases such as:

• timely cancellation under the applicable booking terms;
• duplicate payment confirmed by our records;
• service inability caused directly by Sixt Travel and not by force majeure or customer error;
• other situations where we determine that a refund is justified based on the facts.

10. Non-Refundable Situations

Refunds may be denied, reduced, or limited where a booking has already generated driver dispatch, resource allocation, waiting, route commitment, or other operational costs.

In particular, refunds are generally not available or may be reduced in cases involving:

• late cancellations made within the non-refundable window;
• no-shows;
• incorrect information supplied by the customer;
• excessive passenger delay beyond included waiting time;
• customer refusal to board after dispatch without a valid service-related reason;
• service disruption due to force majeure or circumstances outside our reasonable control.

11. Force Majeure and External Disruptions

Sixt Travel is not liable for cancellations, delays, or incomplete services caused by events outside our reasonable control, including traffic congestion, road closures, accidents, strikes, police controls, weather conditions, airport restrictions, border delays, civil disturbances, or other force majeure events.

In such cases, we will make reasonable efforts to assist or adapt operations where possible, but refunds are not automatically guaranteed.

12. Payment Processor Timing

When a refund is approved, it is typically returned through the original payment method used by the customer, unless another method is agreed in writing where legally and operationally possible.

Actual posting time depends on the payment processor, card network, issuing bank, or other financial intermediaries and may vary.

13. Partial Refunds

In some cases, Sixt Travel may issue a partial refund rather than a full refund. This may happen where some part of the service has already been allocated or performed, including dispatch, waiting time, route assignment, special vehicle preparation, or partial completion of a booked itinerary.

14. Claims and Review Process

If you believe a refund is due, please contact us as soon as reasonably possible with the relevant booking details, date, pickup information, and a short explanation of the issue.

Refund and complaint requests are reviewed case by case based on:

• booking confirmation records;
• dispatch and communication logs;
• driver status and waiting records;
• flight timing where applicable;
• payment and cancellation timing;
• the terms that applied to the specific booking.

15. Chargebacks and Payment Disputes

Customers are encouraged to contact Sixt Travel before initiating a payment dispute or chargeback. If a chargeback is initiated for a validly performed or validly charged service, we reserve the right to provide booking and dispatch records, communication history, and policy terms to the payment processor or financial institution handling the dispute.

16. Cancellation by Sixt Travel

In rare cases, Sixt Travel may need to cancel a booking for operational, safety, legal, or availability reasons. Where we cancel a confirmed booking and no reasonable alternative is provided, we will generally refund the amount paid for the affected service, except where the cancellation results from customer misconduct, safety risk, or inaccurate booking information.

17. Contact Us

For cancellation requests, booking change requests, or refund-related questions, please contact:

Sixt Travel / SIXT RIDE LLC
711 CAPITOL WAY S, SUITE 204, OLYMPIA, WA 98501, UNITED STATES
Email: ride@sixt-travel.com