We understand that travel plans can change. At KefaloniaTransfers.com, we strive to offer a fair and transparent cancellation policy that balances flexibility with operational requirements.
This page outlines our cancellation terms, refund process, and timelines. Please read this information carefully before booking.
📋 Cancellation Policy Summary
| Cancellation Timing | Refund Amount | Processing Time |
|---|
| More than 24 hours before pickup | 100% Full Refund | Processed within 48 hours
Visible in 5-10 business days* |
| Less than 24 hours before pickup | No Refund (0%) | N/A |
| No-Show (customer not present) | No Refund (100% charge) | N/A |
| Cancelled by KefaloniaTransfers | 100% Full Refund | Processed within 48 hours
Visible in 5-10 business days* |
* Timeline depends on your bank/card issuer
📞 How to Cancel Your Booking
⚠️ Important Notice:Online cancellation is not currently available. All cancellation requests must be submitted through one of the contact methods below.
Step-by-Step Cancellation Process
1
Contact Us
Reach out via email, phone, WhatsApp, or contact form with your booking details
2
Request Processed
We will process your cancellation request within 48 hours
3
Confirmation Sent
You will receive a cancellation confirmation email once approved
4
Refund Issued
If eligible, refund is processed to your original payment method
Information to Include in Your Cancellation Request
- Booking Reference Number (found in your confirmation email)
- Lead Passenger Name
- Transfer Date & Time
- Pickup Location
- Reason for Cancellation (optional but helpful)
- Preferred Contact Method for confirmation
💰 Refund Process & Timeline
How Refunds Work
All refunds are processed to the original payment method used at the time of booking (credit/debit card, bank transfer, etc.). We cannot issue refunds to a different payment method or account.
Refund Timeline
Step 1: Cancellation Request Received
You submit your cancellation request via email, phone, WhatsApp, or contact form.
Step 2: Request Processing (Within 48 Hours)
Our team reviews your request and verifies eligibility for a refund based on the cancellation timing. You will receive a Cancellation Confirmation Email once approved.
Step 3: Refund Initiated (Within 7 Days)
If eligible, we process the refund to your original payment method within 7 days of sending the cancellation confirmation.
Step 4: Bank Processing (5-10 Business Days)
Your bank or card issuer processes the refund. This typically takes 5-10 business days, but may vary depending on your financial institution.
Step 5: Refund Appears in Your Account
The refund will appear in your bank account or credit card statement. The total time from cancellation request to visible refund is typically 12-17 days.
Total Expected Timeline:- Cancellation Processing: Up to 48 hours
- Refund Initiation: Within 7 days after confirmation
- Bank Processing: 5-10 business days (varies by bank)
- Total Time: Approximately 12-17 days from cancellation request to refund in your account
Factors That May Affect Refund Speed
- Your Bank/Card Issuer: Different banks process refunds at different speeds. International banks may take longer than Greek banks.
- Payment Method: Credit card refunds are typically faster than debit card or bank transfer refunds.
- Weekends & Holidays: Refunds initiated on Friday may not be processed until the following week. Greek public holidays may cause delays.
- Peak Season: During high season (May-October), processing times may be slightly longer due to increased booking volume.
🔄 Special Circumstances
1. Flight/Ferry Cancellations or Significant Delays
If your flight or ferry is cancelled or delayed by more than 3 hours, please contact us immediately. We will offer you:
- Reschedule: Move your transfer to your new arrival/departure time (subject to availability)
- Full Refund: If you prefer to cancel due to the disruption
How to Request:Contact us at +30 697 651 4295 as soon as you become aware of the cancellation/delay. Provide your booking reference and updated flight/ferry details.
2. Round-Trip Bookings (Arrival + Departure Transfers)
If you have booked both arrival and departure transfers:
- You can cancel each transfer independently
- Standard cancellation terms apply to each transfer based on its scheduled pickup time
- If you are a no-show for the arrival transfer AND do not contact us to explain, we will attempt to confirm your departure transfer 24 hours in advance. If we cannot reach you, the departure transfer may also be cancelled with no refund.
3. Deposit Payments (30% + 70% Balance)
If you booked with a 30% deposit:
- Cancellation before balance is charged (48+ hours before arrival): Only the 30% deposit is non-refundable
- Cancellation after balance is charged (less than 48 hours before arrival): Standard cancellation policy applies (see table above)
4. Force Majeure (Extraordinary Events)
In cases of force majeure (natural disasters, pandemics, government-imposed travel bans, severe weather, etc.):
- We will notify you immediately if we cannot provide the service
- We will offer reschedule or full refund at your choice
- Refunds for force majeure events are processed using the standard timeline (see Section above)
5. Driver No-Show (Our Fault)
If our driver fails to arrive at the scheduled pickup time and location without valid reason:
- 100% refund of the transfer cost
- Reimbursement of any reasonable alternative transport costs you incurred (taxi, ride-share) upon submission of valid receipts
- We will investigate the incident within 7-15 days and notify you of our decision
💳 Refund by Payment Method
| Payment Method | Refund Process |
|---|
| Credit/Debit Card (via Stripe) | - Refunded to the same card used for payment
- Appears as a credit on your card statement
- Processing time: 5-10 business days after we initiate the refund
- You will receive an email confirmation from Stripe when the refund is processed
|
| Bank Transfer | - Refunded to the same bank account from which payment was received
- Processing time: 5-10 business days (international transfers may take longer)
- You will receive a transaction reference number via email
|
| Cash Payment to Driver | - Refunds for cash payments require you to provide bank account details for transfer
- We will contact you via email to collect this information securely
- Processing time: 7-10 business days after receiving your bank details
|
⚠️ Important Notes:- We cannot issue refunds to a different payment method than the one used for the original booking
- If your card has expired or been cancelled, contact your bank – they can still process the refund to your account
- Stripe processing fees (if applicable) are non-refundable as they are charged by the payment processor, not by us
🚫 Non-Refundable Charges
The following charges are non-refundable regardless of cancellation timing:
| Item | Explanation |
|---|
| Payment Processing Fees | Stripe and other payment processors charge fees that we cannot recover. These are typically 1.4%-2.9% of the transaction amount. |
| Late Cancellations (less than 24h) | Cancellations made less than 24 hours before the scheduled pickup time are non-refundable (100% charge applies). |
| No-Show Bookings | If you do not appear at the pickup location and do not notify us, the full booking amount is forfeited (100% charge). |
| 30% Deposit (Deposit Payment Option) | If you cancel before the 70% balance is charged (48+ hours before arrival), the 30% deposit is non-refundable. |
✏️ Changes to Bookings (Amendments)
If you need to modify your booking rather than cancel it, different rules apply:
Free Amendments (More than 24 Hours Before Pickup)
You can make the following changes free of charge up to 24 hours before your scheduled pickup:
- Change of pickup/drop-off date and time
- Change of pickup/drop-off locations (within Kefalonia)
- Change of number of passengers (subject to vehicle availability)
- Change of vehicle type (subject to availability)
- Update flight/ferry details
Price Adjustments for Changes
- Price Increase: If your changes result in a higher price (e.g., longer route, larger vehicle), you must pay the difference before the change is confirmed
- Price Decrease: If your changes result in a lower price, we will refund the difference to your original payment method
How to Request Changes
Contact us using the same methods as cancellations (email, phone, WhatsApp, contact form). Changes will be processed within 24 hours of your request.
Last-Minute Changes (Less than 24 Hours Before Pickup):Changes requested less than 24 hours before pickup are subject to availability and cannot be guaranteed. If we cannot accommodate your change, you may cancel (standard cancellation fees apply) or proceed with the original booking.
For full details, see our Terms & Conditions - Section 7 (Changes & Amendments).
❓ What If My Refund Doesn't Appear?
If you haven't received your refund after 17 days:
- Check your bank statement carefully:
- The refund may appear under a different name (e.g., "KCG Travel", "Stripe", or "KefaloniaTransfers")
- Check both pending and completed transactions
- For credit cards, check if the charge was reversed rather than showing as a separate refund
- Contact your bank/card issuer:
- Provide them with the transaction reference number from your cancellation confirmation email
- Ask them to check for pending refunds from KefaloniaTransfers or Stripe
- Some banks hold refunds for additional verification before releasing them to your account
- Contact us:
- If your bank cannot locate the refund after 20 days, contact us at [email protected]
- Provide your booking reference number and confirmation of your bank inquiry
- We will investigate with our payment processor (Stripe) and provide you with proof of refund initiation
⚠️ Please Note:Once we initiate a refund through Stripe or bank transfer, the processing time is controlled by your financial institution, not by us. We will provide you with all necessary documentation to resolve the issue with your bank.
📞 Need Help with a Cancellation?
Our customer support team is here to assist you with cancellations, refunds, and any questions you may have.
📄 Related Policies
For more information about our policies and terms, please visit: