If you cancel
Your refund depends on how many days before your trip date we receive your cancellation. It’s based on everything you’ve paid so far: your deposit, plus the balance if it has been charged.
- 14 or more days before: a full refund.
- 7 to 13 days before: a 50% refund.
- Fewer than 7 days before, or on the day of your trip: no refund.
If we can’t deliver
If we can’t find an operator for your trip, or your operator can’t run it and we can’t arrange a replacement, we refund everything you’ve paid, however close to the trip that happens.
If we do arrange a replacement operator, your price stays what you booked at. A replacement we arrange never costs you more.
If your balance isn’t paid
If the balance charge to your card fails, we email you and try again each day, 3 more times, and you can pay by bank instead where we offer it. If the balance is still unpaid 10 days before your trip, we cancel the booking and your refund follows the schedule above for that day.
No-shows
If your group isn’t at the pickup location within 60 minutes of the scheduled pickup time, the operator may treat the trip as a no-show. A no-show counts as a same-day cancellation, so no refund is due.
How to cancel
Email us at support@simpleshuttles.com from the address you booked with, and include your name and trip date. We’ll confirm your cancellation and your refund amount by email.
How refunds are paid
Refunds go back to the card or bank account you paid with. A card refund usually appears within 5 to 10 business days, depending on your bank.
If you paid your balance by bank, that part comes back to the same account as a separate credit within about 3 business days, and your bank may not label it as a refund. A bank payment can only be refunded in full, so when your refund is less than what you paid by bank, we refund your card first and send the rest to you separately.
If you paid with cryptocurrency, your refund is worked out in US dollars under the same rules above. It goes back through PayPal to the wallet you paid from, as PYUSD (PayPal’s dollar stablecoin), or as another stablecoin if your wallet doesn’t support PYUSD.
Changing your trip
Need a different date, time, or route? Email us before cancelling. We’ll try to move your booking, subject to operator availability. If the change affects the price, we’ll confirm the new price with you before it applies.
Questions about a charge
If something about a charge looks wrong, email us at support@simpleshuttles.com and we’ll respond within two business days. We’d rather fix it with you directly. If you dispute a charge with your card issuer or bank instead, we’ll share your booking records with them, including your confirmation and this policy. Please don’t dispute a payment we’re already refunding: you could be credited twice and have to pay one back.