Refund Policy

Last Updated: May 2026

1. Refund Eligibility Criteria

IZI Transfer operates a transparent and strictly audited financial refund process. A Client is legally entitled to submit a formal refund request exclusively under the following verified conditions:

• Valid Policy Cancellation: The Client successfully cancelled the booking via the official platform exceeding the 24-hour threshold as outlined in the Cancellation Policy.
• Service Non-Delivery (Operator Fault): The assigned chauffeur failed to arrive at the designated pickup coordinates, and the IZI Transfer dispatch team was unable to source a suitable replacement vehicle within 45 minutes of the scheduled time.
• Vehicle Class Downgrade: Due to emergency operational constraints, the Client was provided a vehicle of a lower class than billed (e.g., booked a Business Class Mercedes E-Class, but a Standard Class vehicle was dispatched). The refund will be strictly limited to the retail price difference between the two classes.

2. Absolute Non-Refundable Scenarios

To protect our operational integrity, IZI Transfer will unilaterally deny refund requests under the following conditions:

• Passenger No-Shows: Failure to meet the driver within the complimentary grace period (60 mins for airports, 15 mins for standard addresses) without prior communication.
• Late Cancellations: Any cancellation triggered within the 12-hour restrictive window prior to pickup.
• Client-Initiated Terminations: If the passenger elects to terminate the ride prematurely or asks the driver to pull over and exit before reaching the destination, the full fare remains payable.
• Force Majeure Non-Delivery: If the service cannot be executed due to severe weather, road closures by authorities, or strikes, the booking will be converted into a travel credit, not a cash refund.

3. Fraud, Chargebacks, and Dispute Resolution

IZI Transfer actively contests fraudulent bank chargebacks. If a Client initiates an unjustified credit card chargeback for a service that was verifiably rendered (proven via GPS telemetry and driver logs), the Client's account will be permanently banned, and the debt may be sold to international collections agencies. Clients must exhaust internal support channels before escalating to their financial institutions.

4. Financial Processing Timelines

Approved refunds are processed by our billing department within 48 business hours. However, depending on international banking networks and the Client's specific credit card issuer, the actual funds may take between 7 to 14 business days to reflect on the Client's bank statement. All refunds are issued exclusively back to the original payment method; we cannot issue refunds to alternate cards or via cash.

To initiate a refund claim, clients must email a formal request to mail@izi-transfer.com containing the Booking ID and photographic evidence (if applicable) within 14 days of the incident.