Operated by KnectGo Group Ltd
This policy defines exclusively how the amount paid by the customer is refunded when a booking is cancelled by the customer.
Refund percentage
The refundable amount is determined by the time between the moment the cancellation is recorded in the Ytrius system and the scheduled pickup time:
| Cancellation notice | Amount refunded |
|---|---|
| Up to 1 hour before pickup | 0% |
| More than 1 hour and up to 2 hours | 25% |
| More than 2 hours and up to 4 hours | 50% |
| More than 4 hours and up to 6 hours | 75% |
| More than 6 hours | 100% |
Example
For a booking with pickup at 20:00:
- Cancellation at 19:00 or later → 0%
- Cancellation between 18:00 and 19:00 → 25%
- Cancellation between 16:00 and 18:00 → 50%
- Cancellation between 14:00 and 16:00 → 75%
- Cancellation before 14:00 → 100%
Refund processing
When a refund is due, Ytrius will process the corresponding amount through the same payment method used by the customer for the booking, whenever technically possible.
The amount actually credited to the customer’s account may become available later, depending on processing times of the bank, card issuer or other payment-method provider.
Payment processing costs
When a transaction has generated processing costs charged by third parties and those costs are not recoverable by Ytrius, those amounts may be deducted from the refundable amount, where permitted by applicable law.
These costs correspond exclusively to third-party charges related to payment processing.
Calculation
The refund is calculated on the eligible amount paid for the booking, applying the percentage that corresponds to the time of cancellation. Non-recoverable payment processing fees are then deducted from that refundable amount.
Example (before processing fees):
- Booking: €100
- Cancellation 5 hours before: €100 × 75% = €75 refund
- Cancellation 3 hours before: €100 × 50% = €50 refund
- Cancellation 90 minutes before: €100 × 25% = €25 refund
- Cancellation 30 minutes before: €100 × 0% = €0 refund
Legal rights
This policy applies without prejudice to any refund rights that are mandatory under applicable law.
This is the refund policy. Rules relating to no-show, waiting periods, passenger behaviour, chauffeur responsibilities, force majeure, use of the platform or other conditions belong to their own documents and do not form part of this policy.