Refund & Returns Policy

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Excellence Premium Limousine is committed to fair and transparent policies. Please review the refund and cancellation terms below before completing your booking.

1. Booking Cancellation & Refunds

Full Refund

Cancellations made 48 hours or more before the scheduled pickup are eligible for a full refund of the booking amount, minus any processor fees (typically 3–5%).

Partial Refund (24–48 hours)

Cancellations made between 24–48 hours before pickup are eligible for a 75% refund to cover scheduling and operational costs.

Late Cancellation (< 24 hours)

Cancellations made less than 24 hours before pickup are subject to a 50% cancellation fee. The remaining 50% will be refunded.

2. Refund Processing & Timelines

Processing Time

  • Credit/Debit Card: 5–7 business days (bank posting may vary)
  • Bank Transfer: 3–5 business days
  • Digital Wallets: 1–3 business days

Refund Method

Refunds are issued to the original payment method. If unavailable, we will discuss alternatives upon verification.

3. No-Show & Late Arrival

Customer No-Show

If you are not present at the pickup location within 15 minutes of the scheduled time and we cannot reach you, the ride may be marked as a no-show and charged in full (no refund).

Customer Late Arrival

A 15-minute complimentary grace period applies. After that, waiting time is charged at $25 per 15-minute interval, or the booking may be cancelled without refund at the driver’s discretion.

Driver Late Arrival

  • 15–30 minutes late: 10% service credit
  • 30+ minutes late: 25% refund or full service credit
  • Failure to show: Full refund + 50% service credit

4. Service Quality & Disputes

Service Complaints

Please contact us within 24 hours of your trip if you experience an issue. Remedies may include a partial/full refund, service credit, or a complimentary upgrade on your next booking, depending on the investigation.

Vehicle Issues

In case of breakdown or safety concerns, we will arrange an immediate alternative at no extra cost or issue a full refund if no suitable alternative is available.

5. Force Majeure & External Events

Weather

If local authorities deem travel unsafe due to severe weather, a full refund will be provided.

Flight Delays & Changes

We monitor flight schedules and adjust pickups at no extra charge. For cancellations or significant delays (3+ hours), you may reschedule or receive a full refund.

Government Restrictions

Bookings affected by government-imposed restrictions are eligible for a full refund or a credit voucher valid for 12 months.

6. Modifications & Rescheduling

Free Changes

Changes to pickup time, location, or date requested more than 24 hours before pickup are free, subject to availability.

Last-Minute Changes

Changes requested within 24 hours of pickup may incur a $25 change fee and depend on vehicle/driver availability.

7. Special Circumstances & Exceptions

Medical Emergencies

With appropriate documentation, cancellations due to medical emergencies are eligible for a full refund regardless of timing.

Group Bookings

For bookings of 5+ vehicles, specific terms may apply. Please refer to your agreement or contact us.

Corporate Accounts

Corporate clients may have customized refund terms as outlined in their service agreements.

8. How to Request a Refund

Information Needed

  • Booking confirmation number
  • Date and time of service
  • Reason for cancellation/refund
  • Original payment method details

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9. Terms & Legal

This policy is subject to our general Terms & Conditions. We encourage direct communication to resolve disputes. For unresolved matters, the courts of Dubai, UAE have jurisdiction under applicable UAE law.

Policy Updates: We may modify this policy with notice to existing customers.

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