These terms govern passenger bookings, payments, cancellations, refunds and the main rules for using transfer services through Gavag.
1Booking
- The passenger must correctly provide route, date, time, passenger count, luggage details, flight details and special requirements.
- The passenger is responsible for delays, extra costs or failed performance caused by incorrect or late information.
- A booking is confirmed when confirmation or successful payment status is displayed on the website or sent electronically.
2Payment
Payment is made through the methods available on the website. For online payments, the amount may be charged immediately after booking. Payment services may be provided by third-party payment processors, and card details may be processed in their secure systems.
3Flexible and Saver Fares
Flexible fare. Designed for passengers who need more flexible cancellation options. Refunds are calculated based on the cancellation time.
Saver fare. May be cheaper, but in case of cancellation the paid amount is generally non-refundable unless clearly stated otherwise during booking.
4Flexible Cancellation and Refund
- More than 12 hours before departure: 100% refund.
- 6-12 hours before departure: 20% cancellation fee, 80% refund.
- 2-6 hours before departure: 50% cancellation fee, 50% refund.
- Less than 2 hours before departure: non-refundable, because the driver may already be preparing or performing the service.
5Saver Cancellation
For transfers booked under the Saver fare, the paid amount is non-refundable unless the cancellation is made by Gavag or the driver and no equivalent alternative is provided to the passenger.
6No-show
No-show means that the passenger does not appear at the agreed place and time, does not respond to contact attempts or provided incorrect contact/route data. In a no-show case, the paid amount may be non-refundable. For airport pickups, the passenger must provide accurate flight details and inform support about possible delays.
7Driver Delay or Non-performance
If the driver is materially late or the service is not performed due to the driver/partner, Gavag may help provide an alternative driver, rebooking or full/partial refund depending on the actual circumstances.
8Booking Changes
Change requests should be submitted as early as possible. A change may depend on driver availability, route, time and price difference. A material change may be treated as a new booking.
9Passenger Duties
- be present at the pickup point on time,
- not endanger the driver, passengers, vehicle or third parties,
- keep the vehicle clean and compensate damage caused by the passenger,
- not transport illegal items, dangerous materials or undeclared oversized luggage.
10Refund Timing
Refunds are made to the same payment method where technically possible. Bank and payment system processing times may vary and are not controlled solely by Gavag. Third-party payment fees may be non-refundable if already charged.
11Chargebacks and Complaints
If a passenger opens an unfounded chargeback or payment dispute without first contacting support, Gavag may temporarily restrict the account until the matter is clarified. Complaints should be submitted as soon as possible after the trip with the booking number and supporting facts.
12Support
For cancellation, refund, delay or other issues, the passenger should contact support through the channels shown on the website.