At Blacklimo, we strive to provide exceptional service and ensure customer satisfaction. Below is our policy regarding refunds and cancellations for bookings:
Refund Eligibility
Cancellations Made at Least One Hour Before the Ride:
Customers are eligible for a full refund if the cancellation is made at least 1 hour prior to the scheduled ride time.Cancellations Made Less Than One Hour Before the Ride:
Unfortunately, cancellations made less than 1 hour before the ride time are not eligible for a refund. This is due to the operational costs and scheduling commitments involved.
How to Request a Refund
If your cancellation meets the criteria for a refund:
Contact Us:
Email us at support@blacklimo.app or reply to your booking confirmation email.Provide Booking Details:
Share your booking reference number, date, and time of the scheduled ride.Refund Processing:
Once your cancellation is confirmed, we refund the amount you paid to the same payment method (card, Apple Pay, Google Pay, PayPal or Klarna).- Refunds typically take 5-10 business days to appear in your account, depending on your payment provider. For Klarna, the refund is applied to your Klarna payment plan.
Non-Refundable Scenarios
- Cancellations made less than 1 hour before the ride time.
- No-shows or failure to board the vehicle at the scheduled time.
- Rides canceled due to delays caused by customers (e.g., not providing accurate pickup details or being unavailable).
- Rides not carried out, or carried out only in part, because the luggage exceeded the capacity of the booked vehicle (see Terms and Conditions, §7). Any cost of an additional or replacement transport is borne by the customer.
Discounts
- A refund covers the amount actually paid, net of any discounts applied (return trip, discount code, welcome discount).
- Refunding a booking made with a single-use discount code does not make the code valid again.
Special Circumstances
In rare cases such as emergencies or unforeseen events, we may review refund requests on a case-by-case basis. Please contact us at support@blacklimo.app to discuss your situation.
Modifications to Bookings
- You can modify your booking details (time, location, etc.) up to 1 hour before the scheduled ride.
- Changes requested less than 1 hour before the ride time are subject to availability and may incur additional charges.
Contact Us
If you have any questions about our refund policy, don’t hesitate to reach out:
- Email: support@blacklimo.app
We’re here to assist you and ensure a smooth experience with Blacklimo.