How to Change or Cancel a Booking
To change or cancel your ride, you can use our self-service management page. Our AI assistant can help you with changes to your pickup time, address, or cancellations. All requests are handled according to the policies outlined below.
Payment Authorization & Capture
Upon booking, your card is only authorized for the estimated fare—we don't charge you immediately. This simply holds the funds to guarantee your ride. The final amount is charged to your card 72 hours (3 days) prior to the scheduled pickup time. For bookings made within the 72-hour window, payment is captured immediately.
Booking Changes
We understand that plans can change. You may request to change your pickup date or time up to 72 hours before the scheduled pickup. All changes are subject to vehicle availability and will incur a fixed administrative fee of HK$25. Please contact our support team to make arrangements.
Cancellation & Refund Policy
Our refund policy is based on a tiered structure. The refund amount is calculated based on the time of cancellation relative to your scheduled pickup time.
| Cancellation Timeframe | Refund Percentage |
|---|---|
| More than 72 hours before pickup | 100% |
| 48 to 72 hours before pickup | 80% |
| 24 to 48 hours before pickup | 60% |
| 8 to 24 hours before pickup | 50% |
| 3 to 8 hours before pickup | 30% |
| Less than 3 hours before pickup | 0% (Non-refundable) |
Note: The refund is calculated based on the total fare paid. The HK$25 administrative fee for booking changes is non-refundable.
No-Shows
If the passenger does not show up at the scheduled time and pickup location, the booking will be considered a no-show. The full fare will be forfeited and is non-refundable. Our driver will wait for a grace period of 15 minutes.
Flight Cancellations by Airline
If your flight is cancelled by the airline, you will receive a full refund, regardless of the time. We monitor flight statuses and will process the refund automatically if we detect a cancellation.