Cancellations made more than 24 hours before the scheduled pickup time are eligible for a full refund, processed back to your original payment method. There is no cancellation fee within this window, regardless of the vehicle type or route booked.
Cancellations made less than 24 hours before the scheduled pickup time may be subject to a cancellation fee, since a driver and vehicle have already been assigned and prepared for your transfer. Depending on how close to the pickup time the cancellation is made, this fee may range from a partial charge up to the full booking amount.
If a passenger does not arrive at the agreed pickup point within the applicable waiting time and cannot be reached by phone or message, the transfer will be marked as a no-show. No-show bookings are not eligible for a refund, as the vehicle and driver were made available for the full scheduled duration.
If a transfer does not take place, or does not meet a reasonable standard of service, due to an error on our part or on the part of our driving partner, such as a driver failing to arrive or a vehicle not matching what was booked, a full refund will be issued regardless of the cancellation window described above.
If you experience a partial service issue, such as a late arrival that was not caused by flight delay or circumstances outside our control, please contact our support team so that we can review the case and determine an appropriate resolution, which may include a partial refund.
To request a refund, please contact our support team at support@citytransferturkey.com with your booking reference and a short description of the reason for your request. Our team may ask for additional details to process your request as quickly as possible.
Approved refunds are processed within 5 to 10 business days, depending on your bank or card provider. You will receive a confirmation email once the refund has been issued on our end; please note that it may take a few additional days for the funds to appear in your account.