Refund & Cancellation Policy

Last updated: October 10, 2026 · CalibRide is operated by CC Tourism LLC, Dubai, UAE

Plans change. A meeting moves, a flight gets rebooked, a wedding schedule shifts by an hour on the day itself. We've been running cars in Dubai since 2012, and if there's one thing we've learned, it's that a change you tell us about early is almost always easy to sort out. One we hear about after the chauffeur is already parked outside is much harder.

This page explains what happens when you need to cancel, change or get money back on a CalibRide booking, whether you booked on calibraride.com, over WhatsApp or by calling us. We've tried to write it the way we'd explain it to you on the phone.

Every journey is a little different, so what you get back depends on the service you booked, the vehicle, how much notice you give us, and anything we arranged specially for your trip. Where a booking has its own terms, we'll tell you when we confirm it.

1. Cancelling a Booking

The moment you know you won't need the car, tell us. Call, WhatsApp or email us with your name and booking details and we'll find the reservation quickly. If the booking qualifies for a refund, we'll confirm that with you before we process anything, so there are no surprises.

Cancellation terms aren't the same for every type of trip. They can differ for:

• Airport transfers and point-to-point rides
• Hourly chauffeur hire
• Daily, weekly or monthly car-with-driver bookings
• City tours
• Weddings and special events
• Corporate transport
• Bookings with more than one vehicle
• Long-distance or custom trips, for example to another emirate

If your booking has its own cancellation terms, we'll tell you when we confirm the reservation.

2. Changing a Booking

Most of the time you don't need to cancel at all. Tell us what's changed and, as long as we have a car and chauffeur free, we'll adjust the booking. You can change:

• The pickup date or time
• The pickup or drop-off address
• Stops along the way
• Your return trip
• The number of passengers
• The vehicle type
• How long you need the car

If the change means a longer route, more hours or a bigger vehicle, the price may change too. We'll always tell you the new price before we confirm, never after.

3. When You Can Get a Refund

If you cancel within the terms of your booking, you may be due a refund. How much depends on things like:

• How much notice you gave us
• The type of service you booked
• Whether you reserved a specific vehicle
• Whether the chauffeur was already on the way
• Whether we'd made special arrangements for you
• Whether we'd already paid other companies on your behalf
• Whether the booking was part of an event, a corporate account or a custom itinerary

We look at every genuine request on its own facts. We're a family business, not a call centre reading from a script.

4. Late Cancellations

When you book, that car and chauffeur are held for you, and we turn other passengers away for that slot. That's why a cancellation shortly before pickup may not get a full refund. What we can return depends on the booking and on what we'd already committed to make the trip happen.

Our honest advice: as soon as you know, message us, even if you're not sure yet. "Might need to move this to tomorrow" at 10am gives us room to work. The same message at 9:55 for a 10:00 pickup usually doesn't.

5. No-Shows

A booking counts as a no-show when you don't arrive at the pickup point and we can't reach you within a reasonable waiting time. Because the car and chauffeur were already committed to your trip, no-shows usually aren't refunded.

If you're running late, just tell us. A quick "I'll be 20 minutes" is always better than our chauffeur waiting and wondering whether you're coming at all.

6. Flight Delays on Airport Pickups

A delayed flight isn't your fault, and we don't treat it as a no-show. For airport pickups, we follow your flight's status so the chauffeur can adjust to genuine delays wherever possible.

That only works if we have the right details. If your flight number, arrival airport or date changes, tell us straight away. A chauffeur tracking the wrong flight can't help you.

7. If We're Delayed

Being on time is the job. Still, Dubai traffic has its moments, and accidents, road closures, bad weather, official restrictions and other surprises can affect any journey.

If we can't deliver a confirmed booking because of something on our side, contact us. We'll look at what happened and put it right, which could mean rebooking, an alternative arrangement, a partial refund or a full refund, depending on the circumstances.

8. Vehicle Availability

If you've asked for a particular vehicle, we'll do everything reasonable to provide it. Rarely, a car develops a fault or something else goes wrong on the operational side. When that happens, we'll offer you a comparable vehicle. If we can't find a suitable replacement and can't carry out the booking, we'll work out a fair solution with you.

9. Weddings, Events and Group Bookings

Weddings, corporate events, VIP transport and multi-car bookings take real preparation. We often reserve vehicles and chauffeurs weeks ahead, sometimes with decorations, coordinated arrival times or extra staff. Because of that, these bookings can have different cancellation and refund terms from a standard transfer. We'll agree those terms with you before or when we accept the booking, so you know where you stand from the start.

10. Tickets and Third-Party Extras

Some bookings include extras from other companies, such as attraction tickets, tour passes or reservations. Those follow the supplier's own cancellation rules. If the supplier doesn't refund, we usually can't refund that part either once it's been bought. If timing matters, check the terms before you confirm any non-refundable extras.

11. How Refunds Are Paid

When we approve a refund, we send it back through a suitable payment method, normally the one you used to pay. How long it takes to reach your account depends on your bank, card provider and payment processor. Once we've processed it on our side, any delay with the bank is outside our direct control, but we'll gladly send you proof of the refund to follow up with them.

12. Double Charges and Payment Errors

If you think you've been charged twice or charged the wrong amount, contact us before you raise a dispute with your bank. It's nearly always quicker. Send us:

• Your name
• Your booking reference, if you have it
• The booking date
• The amount charged
• A short note about what looks wrong

We'll check the transaction and fix any genuine error as quickly as we can.

13. Chargebacks

If something's wrong with a booking or payment, please come to us first. We can usually resolve it in a day. A bank dispute can take weeks. Filing a chargeback doesn't automatically mean a refund is due, and if one is raised, we may share booking confirmations, messages, trip records and other relevant details with the payment provider. Any personal information we share for this is handled as described in our Privacy Policy.

14. Trips Cut Short

Once a journey has started, a full refund normally isn't possible, unless it couldn't be completed because of something on our side. If you choose to end an hourly, daily or tour booking early, any refund depends on the original booking terms and the circumstances.

If anything isn't right during the ride, tell your chauffeur or call us while it's happening. Fixing a problem on the spot is far better for everyone than sorting it out afterwards.

15. Things Nobody Can Control

Some events are beyond the control of both you and us, such as:

• Major road closures or serious accidents
• Extreme weather or natural disasters
• Government restrictions
• Security incidents or public emergencies
• Airline disruption
• Events that suddenly close roads or restrict access

In these cases, we'll look at your booking and what could or couldn't be delivered, then offer a refund or an alternative arrangement that's fair to both sides.

16. How to Make a Request

To cancel, change or ask for a refund, contact us with:

• Your full name
• Your booking reference, if you have it
• The pickup date and time
• The phone number or email you booked with
• The reason for your request

The more you tell us upfront, the faster we can help.

17. Contact Us

If you have a question about a cancellation, a refund, a payment or a change to your trip, you'll be talking to our own team.

We think refunds should be handled fairly and clearly. If something's gone wrong with your booking, give us the chance to look at it. We'd rather fix it than lose you as a passenger.