Refund and Returns Policy

At Vibe-Way.com, we strive to provide a seamless and reliable transportation experience. We understand that plans may change, and we aim to make the cancellation and refund process as clear and straightforward as possible. This policy outlines the terms and conditions for cancelling your booking and requesting a refund.

1. Cancellation Policy

You may cancel your booking at any time before the scheduled pickup time, subject to the following conditions:

Cancellation Timeframes and Fees

  • More than 48 hours before pickup: Cancellations made more than 48 hours prior to the scheduled pickup time are eligible for a full refund, minus a 5% administrative fee to cover processing costs.
  • 24 to 48 hours before pickup: Cancellations made within this timeframe are eligible for a 50% refund of the booking cost.
  • Less than 24 hours before pickup: Cancellations made less than 24 hours before the scheduled pickup time are non-refundable, as vehicles and drivers are already allocated.
  • No-show: If you fail to appear at the designated pickup location within 30 minutes of the scheduled time without prior notification, the booking is considered a no-show and is non-refundable.

How to Cancel

To cancel your booking, please contact us via:

Cancellations must be confirmed by our team. You will receive a cancellation confirmation email or message within 24 hours. Please retain this confirmation for your records.

2. Refund Policy

Refunds are processed based on the cancellation timeframe outlined above. Please note the following:

Refund Processing

  • Eligible refunds: Refunds will be issued to the original payment method within 7-10 business days after the cancellation is confirmed.
  • Administrative fee: A 5% fee is deducted from all refunds to cover payment processing and administrative costs.
  • Non-refunded charges: Additional services (e.g., child seats, extra luggage fees) booked with the transport are subject to the same refund conditions as the main booking.

Delays in Refund Processing

In rare cases, refund processing may take longer due to banking or payment provider delays. If you do not receive your refund within 10 business days, please contact our support team with your booking details.

3. Exceptions and Special Circumstances

We understand that unexpected situations may arise. The following exceptions may apply:

Force Majeure

If a trip is cancelled due to unforeseen circumstances beyond our control (e.g., extreme weather, government restrictions, or natural disasters), we will:

  • Offer a full credit for a future booking, valid for 12 months, or
  • Provide a full refund, minus the 5% administrative fee, at your discretion.

Company-Initiated Cancellations

In the unlikely event that Vibe-Way.com cancels your booking (e.g., due to vehicle unavailability or operational issues), you will receive:

  • A full refund, including any administrative fees, or
  • An alternative transportation option at no additional cost, subject to availability.

Medical or Personal Emergencies

If you need to cancel due to a medical emergency or other significant personal circumstances, please contact our support team. We may offer a partial refund or credit for a future booking on a case-by-case basis, upon submission of supporting documentation (e.g., medical certificate).

4. Changes to Bookings

If you need to modify your booking (e.g., change the pickup time, destination, or number of passengers), please contact us as soon as possible. Changes are subject to availability and may incur additional fees, depending on the nature of the modification. Modifications requested less than 24 hours before pickup may not be guaranteed.

5. Contact Us

If you have questions about our cancellation or refund policy, or need assistance with your booking, our support team is here to help:

  • Email: support@vibe-way.com
  • Phone: +972559959959
  • WhatsApp/Telegram: Use the contact details provided in your booking confirmation.
  • Operating Hours: Sunday–Thursday, 7:00–20:00 – Friday, 7:00–15:30 (local time).

We recommend contacting us promptly to ensure your request is processed efficiently.

6. Policy Updates

Vibe-Way.com reserves the right to update this Refunds and Cancellations Policy at any time. Any changes will be posted on this page, and the updated policy will apply to all bookings made after the revision date.

Thank you for choosing Vibe-Way.com. We value your trust and are committed to providing exceptional service.

Last updated: May 5, 2025