Refund policy
CANCELLATION & REFUND POLICY
Transigo Travel S.R.L.
Last Updated: July 2026
1. Purpose
This Cancellation & Refund Policy explains how cancellations, booking modifications, refunds, no-shows and service interruptions are handled by Transigo Travel.
This Policy forms an integral part of our Terms & Conditions.
By confirming a booking, you agree to this Policy.
2. Commercial Cancellation Policy and Legal Rights
For private transfers and other passenger transportation services, this Policy is the commercial cancellation policy offered by Transigo Travel unless different terms are shown during booking or on the product page.
Nothing in this Policy limits any mandatory rights that consumers may have under applicable Romanian law, European Union law, or the mandatory consumer law of their country of habitual residence where such protection applies.
Where a statutory right of withdrawal does not apply to a specific dated passenger transport or leisure service, the cancellation conditions shown before booking and in the booking confirmation will apply.
3. Product-Specific Conditions
Different cancellation rules may apply depending on the product type, destination, booking channel, supplier conditions and timing of the service.
The product page, checkout page, booking confirmation or platform listing may specify a different cancellation deadline, non-refundable element or special supplier condition.
Where product-specific terms are clearly displayed before booking confirmation, those terms prevail over the general rules in this Policy.
4. Bookings Made Through Third-Party Platforms
If a booking is made through a third-party platform such as Viator, GetYourGuide, Klook, TUI Musement, Transferz, Mozio or another marketplace, the cancellation and refund process may be handled through that platform.
In such cases, the cancellation conditions shown on the platform at the time of booking may apply, together with any mandatory legal rights that cannot be excluded.
5. Our Commitment
Transigo Travel aims to provide fair, transparent and customer-friendly cancellation conditions while balancing operational commitments made to transportation partners and other suppliers.
Whenever reasonably possible, we seek practical solutions rather than applying penalties.
6. Cancellation by the Customer
Customers may cancel their reservation by contacting Transigo Travel through the booking channel used for the reservation.
Cancellation requests should include:
- Booking Reference;
- Passenger Name;
- Travel Date;
- Contact Email.
Cancellation becomes effective only after confirmation from Transigo Travel or, where applicable, from the booking platform.
7. Free Cancellation
Unless otherwise stated during booking, on the product page, in the booking confirmation or on the relevant platform listing, customers may cancel their booking free of charge up to 24 hours before the scheduled pickup time.
Where a different cancellation period applies, it should be clearly displayed before booking confirmation.
8. Late Cancellation
If a cancellation request is received after the applicable free cancellation period, charges may apply.
The amount retained may depend on:
- commitments already made to transportation partners or other suppliers;
- operational costs already incurred;
- dispatch status;
- non-recoverable third-party costs;
- destination-specific arrangements;
- product-specific booking terms.
Where possible, Transigo Travel will seek to minimise cancellation charges.
9. Same-Day Cancellation
Bookings cancelled shortly before the scheduled service may be considered non-refundable where:
- the transportation partner has already been dispatched;
- operational resources have already been allocated;
- supplier costs have already become non-recoverable;
- cancellation is no longer operationally possible.
Each case is assessed individually, subject to the applicable booking conditions and mandatory consumer law.
10. No-Show
A booking may be treated as a No-Show where:
- the passenger fails to appear at the agreed pickup location;
- the passenger cannot be contacted using the provided contact information;
- the passenger leaves the pickup location without notifying Transigo Travel or the transportation partner;
- the complimentary waiting period expires without communication;
- incorrect booking information prevents service delivery.
No-Shows are generally non-refundable unless mandatory law or the specific booking conditions require otherwise.
11. Flight Delays
Where valid flight information has been provided during booking, reasonable efforts will be made to monitor flight status.
Where operationally possible, transportation partners will adjust pickup times for delayed flights.
If delays exceed operational limits or make the original booking impossible to fulfil, Transigo Travel will seek reasonable alternative arrangements.
Additional charges may apply only where substantial additional operational costs are incurred and the customer agrees to such changes.
12. Flight Cancellations
If a customer's flight is cancelled before transportation services have commenced, customers should notify Transigo Travel as soon as reasonably possible.
Depending on operational circumstances and applicable product terms, Transigo Travel may offer:
- booking modification;
- travel credit;
- partial refund;
- full refund.
Each situation is assessed individually.
13. Booking Modifications
Customers may request modifications including:
- pickup time;
- pickup location;
- destination;
- passenger numbers;
- luggage information;
- child seats;
- special assistance requirements.
Modification requests are subject to:
- supplier availability;
- operational feasibility;
- reasonable notice;
- applicable price adjustments.
Price adjustments may apply where modifications materially change the booked service.
14. Changes Requested by Transigo Travel
In exceptional circumstances, Transigo Travel may need to modify:
- vehicle category;
- pickup arrangements;
- transportation partner;
- operational instructions.
Where changes are necessary, we will make reasonable efforts to provide an equivalent or higher standard of service.
Customers will be informed as soon as reasonably possible.
15. Service Interruptions and Force Majeure
Travel services may occasionally be affected by circumstances beyond the reasonable control of Transigo Travel or the transportation partner, including:
- severe weather;
- airport disruption;
- traffic accidents;
- government restrictions;
- road closures;
- public events;
- strikes;
- security incidents;
- force majeure events.
Where practical, Transigo Travel will assist customers, coordinate alternative arrangements and communicate updates promptly.
Refunds in force majeure situations are assessed according to the applicable booking conditions, unrecoverable supplier costs where lawfully applicable and mandatory consumer law.
16. Cancellation by Transigo Travel
In rare circumstances, Transigo Travel may cancel a booking where:
- services cannot be safely provided;
- transportation partners become unavailable;
- legal restrictions prevent service delivery;
- force majeure events occur;
- the service cannot be performed as confirmed and no suitable alternative is available.
Where cancellation occurs before the service begins and no suitable alternative is available, customers will normally receive a full refund, unless a different outcome is required or permitted by applicable law and the specific product conditions.
17. Refund Eligibility
Refund eligibility depends upon:
- cancellation timing;
- booking conditions;
- product type;
- operational costs already incurred;
- non-recoverable supplier costs;
- payment provider rules;
- applicable consumer legislation.
Each refund request is reviewed individually.
18. Refund Method
Approved refunds will normally be processed using the original payment method.
Alternative methods may be used only where legally permitted and agreed by both parties.
19. Refund Processing Time
After approval, refunds are generally initiated within 5–10 business days.
The time required for funds to appear in the customer's account depends on the payment provider, issuing bank and booking platform where applicable.
20. Non-Refundable Costs
Certain third-party expenses may not be recoverable once incurred, where clearly disclosed before booking.
Examples may include:
- mandatory entrance tickets purchased specifically for a booking;
- special permits;
- customer-requested additional services;
- supplier charges that are non-recoverable under the applicable product terms.
21. Exceptional Circumstances
Where cancellations arise due to serious circumstances such as medical emergencies, bereavement, major travel disruptions or government travel restrictions, customers are encouraged to contact Transigo Travel.
Although refunds cannot be guaranteed, we will review each case individually and seek a fair solution whenever reasonably possible.
22. Chargebacks and Payment Disputes
Customers are encouraged to contact Transigo Travel before initiating a payment dispute or chargeback, as many issues can be resolved more quickly through direct communication.
Nothing in this Policy limits any statutory payment rights, chargeback rights or remedies that a customer may have under applicable law or payment-provider rules.
Transigo Travel may provide booking records and supporting documentation in response to payment disputes where it believes a dispute is incorrect, duplicate, abusive or unjustified.
23. Contact
Cancellation requests and refund enquiries may be submitted to:
Transigo Travel S.R.L.
Email: info@transigotrips.com
Website: https://transigotrips.com
Please include:
- Booking Reference;
- Full Name;
- Travel Date;
- Description of the request.