Cancellation Policy

— More than 24 hours before pick-up: free cancellation, with full refund.

— Less than 24 hours before: the full price is due, as the vehicle and chauffeur can no longer be reassigned.

Cancellation must be requested through the customer area or by email to info@way2go.pt, quoting the booking number. The time the request is received is what counts.

Refunds are made to the same payment method used for the booking.

The amount is returned within 5 to 7 working days of the cancellation being confirmed. How long it then takes to appear depends on your bank.

Changes of date, time or location may be requested up to 24 hours before pick-up, subject to availability.

If the change results in a higher price, the difference is charged; if lower, the difference is refunded.

A no-show is when the customer neither appears at the pick-up point nor makes contact within the included waiting time — 60 minutes after landing for airport pick-ups, 15 minutes after the scheduled time elsewhere.

In the event of a no-show, the full price is due.

If you believe there has been a mistake, you may dispute it in writing within 14 days. Each case is reviewed individually, including the journey record and the chauffeur’s account.

If we are unable to provide the service, we cancel the booking and refund the full amount paid, at no cost to the customer.

Wherever possible, we first look for an equivalent alternative and offer it before cancelling.

For transport service contracts with a specified date or period of performance, the right of withdrawal under Portuguese Decree-Law 24/2014 does not apply, under its article 17(1)(l).

This does not affect the free cancellation conditions above, which we offer regardless of that exclusion.