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Refund Policy

Last Updated: February 3, 2026

At Aurum Transfers Limited (“Aurum,” “we,” “us”), we don’t want guests to feel like they “lost their money.” If a cash refund is not available under this policy, we will provide travel credit toward a future Aurum service—subject to the terms below.

This Refund Policy applies to bookings made through aurum-transfers.com and our affiliated booking platforms.

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1) Definitions

  • Pickup time: the scheduled start time of your transfer.

  • Service commencement: when service has begun (including when the vehicle is dispatched and arrives for pickup, or when a guest boards the vehicle—whichever occurs first).

  • Travel credit: a non-cash credit applied toward a future Aurum booking.

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2) Refunds and Credits

A) Cancellations 24+ Hours Before Pickup

If you cancel 24 hours or more before pickup:

  • 100% cash refund to the original payment method.

B) Cancellations Within 24 Hours of Pickup

If you cancel less than 24 hours before pickup:

  • No cash refund

  • 100% travel credit, valid for 12 months from the original service date.

C) After Service Commencement

After service commencement:

  • No cash refund

  • Travel credit may be issued as follows:

    • 100% travel credit when the disruption is not caused by the guest (e.g., verified operational disruption, coordination issue not attributable to the guest, force majeure impacts where service cannot be delivered as planned).

    • 50% travel credit when the disruption is caused by the guest (“customer fault”) (examples below).

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3) Customer Fault (50% Credit)

Aurum will generally treat the following as customer fault, which results in 50% travel credit where credit is issued:

  • Incorrect pickup details provided (wrong location, terminal, hotel, address)

  • Incorrect date/time provided

  • Failure to communicate changes or delays in time to adjust dispatch

  • Failure to be reachable at the provided contact method during the pickup window (where contact is required to complete pickup)

  • Additional passengers/luggage beyond declared capacity causing inability to service as booked

This list is not exhaustive; we assess based on the facts available at the time.

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4) No-Shows

A no-show occurs when a guest fails to appear at the pickup location and does not communicate with Aurum or the assigned driver within the included wait window.

  • No cash refund

  • 50% travel credit will be issued as a standard courtesy, valid for 12 months, unless the booking is associated with misuse, fraud, abusive conduct, or repeated no-shows.

(Reason: the vehicle and driver were fully committed and held for the booking.)

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5) Booking Changes (Preferred Outcome)

We strongly prefer to reschedule instead of cancel.

Requests to change date, time, pickup/drop-off, or passenger count are subject to availability. If a change can’t be accommodated, the refund/credit rules above apply.

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6) Travel Credit Terms

  • Credits are valid for 12 months from the original service date.

  • Credits are non-cash, non-refundable, and not redeemable for cash.

  • Credits are typically tied to the original guest contact details; verification may be required.

  • If the replacement trip differs in route or service type, the credit is applied toward the new booking total.

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7) Processing and Timing

Approved refunds are issued to the original payment method when possible. Timing depends on the payment provider and your bank/card issuer. If you booked through a third-party platform, refund/credit handling may be administered through that platform’s system.

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8) Circumstances Beyond Our Control

Events such as severe weather, road closures, airport/port disruptions, civil unrest, or extraordinary traffic conditions may impact service delivery. Where a cash refund is not available, we will apply the travel credit rules in this policy based on whether the issue is customer fault or not.

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9) How to Request a Refund or Credit

Contact us with:

  • Name on booking

  • Booking reference (if available)

  • Scheduled pickup date/time

  • Pickup location and destination

  • Reason for the request

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Email: info@aurum-transfers.com


Phone/WhatsApp: +1 (876) 815-6674

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10) Updates to This Policy

We may update this Refund Policy from time to time. The version in effect at the time of booking applies to that booking.

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