Last updated: 12 Mayıs 2026
This Policy sets out the cancellation, change and refund conditions for transfer services purchased through ViaGo Transfer. Although the 14-day right of withdrawal does not apply to transfers under Article 15(g) of the Distance Contracts Regulation, we undertake to apply the good-faith cancellation rules below.
1. Cancellation Conditions
1.1 Free cancellation
- Cancellations made 24 hours or more before the transfer time: full refund — no deduction
- The refund is returned to the card or account used for payment within 7 to 14 business days (the period depends on the payment provider and your bank)
1.2 Late cancellation
- Less than 24 hours before the transfer time: 50% of the price is charged, the remaining 50% is refunded
- Less than 3 hours before the transfer time, or no-show: no refund is made
2. Change Requests
- Changes to the date, time, pickup/drop-off point, number of passengers or vehicle class must be requested at least 6 hours before the transfer time
- Change requests are subject to Company approval; depending on vehicle availability an additional charge may apply or the request may be declined
- Where an approved change results in a price difference, the Buyer is informed and the difference is collected or refunded
3. Cancellations by the Company
- If the Company has to cancel the transfer due to force majeure, weather, impassable traffic or vehicle failure, the full amount paid is refunded
- The Company first tries to offer an alternative vehicle or time
- Where a late start is caused by the Company, a partial or full refund may be made depending on the impact of the delay
4. Flight Delays
- At airport pickups we wait free of charge for flight delays of up to 60 minutes (provided the flight details were entered correctly)
- For longer waits an hourly waiting charge may apply; the Buyer is informed in advance
- If the flight is cancelled or diverted to another airport, the Buyer must inform the Company immediately
5. No-Show
- If the Buyer cannot be reached after the driver has waited 15 minutes at the pickup point, this is treated as a no-show
- No refund is made in the event of a no-show
- Before a no-show is recorded, we attempt to reach the Buyer through at least two different channels (phone and SMS/WhatsApp/e-mail)
6. How to Request a Refund
- Send your refund request to info@viagotransfer.com or contact our call centre
- Quoting your booking number and the reason for cancellation speeds up the process
- Refunds are made to the same payment method and account used for payment (credit card, bank transfer, etc.)
- Credit card refunds appear on your card within 7-14 business days (the period depends on your bank and the POS provider)
7. Special Terms for B2B / Agency Customers
Separate contractual cancellation and refund terms may apply to agency and corporate customers, as set out in the signed cooperation agreement. This Policy applies to agency users without such an agreement.
8. Contact
Şimşek Via Otomotiv Turizm Organizasyon Sanayi Ticaret Limited Şirketi
Akevler Mah. 1059. Sk. Çemberlitaş İnş. No: 17/A, Esenyurt / İstanbul
Vergi Dairesi / No: Beylikdüzü Vergi Dairesi — 8130725982
MERSIS No: 0813072598200001
Ticaret Sicil No: 101263-5 (İstanbul Ticaret Odası)
T.C. Kültür ve Turizm Bakanlığı A Grubu Seyahat Acentası İşletme Belgesi No: 11452
Telefon: +90 (212) 909 40 45
E-posta: info@viagotransfer.com