Transfer Cancellation Policy

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. 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. 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). 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. 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