Stornierungs- und Rückerstattungsbedingungen

This Policy forms part of our Terms and Conditions and applies to every booking made through the Platform operated by Reflatech OÜ (registry code 17328561). Words defined in the Terms and Conditions have the same meaning here.

1. Changing a booking

1.1 Requests to change a Booking — date, time, pick-up or drop-off address, flight number, number of Passengers or luggage, vehicle category — must be sent to contact@tunisiashuttle.com quoting your Booking reference.

1.2 Changes are subject to the availability of the Transport Provider. A change is not effective until we confirm it in writing. Until you receive that confirmation, your original Booking stands.

1.3 If the change results in a higher Fare, the difference is payable before the change is confirmed. If it results in a lower Fare, the difference is refunded under section 6.

1.4 We do not charge an administrative fee for changes requested more than 24 hours before the pick-up time.

2. Cancelling a booking

2.1 To cancel, write to contact@tunisiashuttle.com with your Booking reference, or use the cancellation link in your Booking Confirmation. The cancellation takes effect when we receive it, not when you send it — please allow for this if you are close to a deadline.

2.2 Unless your Booking Confirmation states otherwise, the following applies:

2.3 Where a Booking covers an outbound and a return transfer, each leg is treated separately: cancelling one does not automatically cancel the other.

3. Right of withdrawal (EU consumers)

Under Article 16(l) of Directive 2011/83/EU on consumer rights — implemented in Estonia in the Law of Obligations Act — contracts for passenger transport services provided on a specific date or for a specific period are excluded from the 14-day right of withdrawal.

This means the cancellation terms in section 2 apply to your Booking instead of a statutory cooling-off period. Your other statutory rights as a consumer are not affected.

4. Pick-up, waiting time and no-shows

4.1 Airport arrivals. The driver will wait up to 60 minutes free of charge, counted from the actual landing time of the flight given in your Booking. This is why the flight number must be correct: it allows the Transport Provider to track your flight and adjust to delays at no cost to you.

4.2 All other pick-ups (hotels, private addresses, ports). The driver will wait up to 15 minutes free of charge from the agreed pick-up time.

4.3 After the free waiting period has passed without contact from you, the driver may leave. The Booking is then treated as a no-show and no refund is due. Alternatively, at the driver’s discretion, waiting may continue and be charged at the Transport Provider’s published rate.

4.4 If you cannot find your driver. You must call the telephone number in your Booking Confirmation before leaving the pick-up point and before arranging alternative transport. Most missed meetings are a matter of the wrong terminal or exit. If you do not contact us at the time, we cannot verify what happened, and no refund or reimbursement of alternative transport will be payable.

4.5 Late flights. If your flight is delayed, the transfer is adjusted automatically wherever the flight number was given correctly and the delay is visible in the airline’s tracking data. For very long delays — more than 4 hours — please also contact us, as a different vehicle or driver may need to be assigned.

5. Cancellation or disruption on our side

5.1 Cancellation by us or the Transport Provider. If a confirmed Transfer Service cannot be performed, we will use reasonable efforts to arrange a replacement of equivalent standard as quickly as possible. If we cannot, we will refund the Fare in full.

5.2 Subject to the liability provisions of the Terms and Conditions, a full refund of the Fare is the complete extent of what is owed to you in this situation. Costs such as missed flights, missed connections or lost accommodation are not reimbursed.

5.3 Events outside anyone’s control. Where a Transfer Service cannot be performed because of extreme weather, natural disaster, epidemic, strike, civil unrest, road or airport closure, or an act of a public authority, we will refund the Fare in full but are not liable for any further cost.

5.4 Your flight is cancelled or rescheduled. Tell us as soon as you know. We will move the Booking free of charge wherever the Transport Provider has availability. If no replacement slot works for you, section 2 applies from the moment you tell us — not from the original booking time — so telling us early protects your refund.

6. Refunds

6.1 Approved refunds are made to the original payment method used for the Booking. We cannot refund to a different card, account or person.

6.2 Refunds are processed within 14 days of approval. The time it then takes to appear on your statement depends on your bank or card issuer.

6.3 Refunds are made in euro, in the amount originally charged in euro. We are not responsible for exchange-rate movements between the date of payment and the date of refund, or for fees applied by your bank.

7. When no refund is due

For clarity, no refund is payable where:

• you do not appear at the pick-up point within the free waiting period (section 4);
• you leave the pick-up point or arrange alternative transport without contacting us first (clause 4.4);
• you gave an incorrect pick-up address, date, time or flight number, and the transfer could not be performed as a result;
• you arrive with more Passengers or luggage than declared and the driver cannot carry them (see Terms and Conditions, section 7);
• carriage is refused or the journey is ended because of a Passenger’s conduct (see Terms and Conditions, section 6);
• you cancel 24 hours or less before the pick-up time.

8. How to request a cancellation or refund

Send the following to contact@tunisiashuttle.com:

1. your Booking reference;
2. the date and time of the transfer;
3. what you are requesting (cancellation, change, or refund) and why.

We acknowledge requests within 5 working days. Refund decisions are communicated in writing with a short explanation.

Reflatech OÜ — Registry code 17328561
Harju maakond, Tallinn, Kesklinna linnaosa, Juhkentali tn 8, 10132
contact@tunisiashuttle.com