Refund & Cancellation

1. Cancellation and refunds

The free-cancellation window depends on the journey, because the further the car travels the earlier we commit a chauffeur to it.

• City journeys, including the airport and the cruise port: free cancellation more than 24 hours before pickup.
• Journeys outside the city (Costa Brava, Costa Daurada, Girona, Tarragona, Andorra and similar): free cancellation more than 48 hours before pickup.
• Minibus and group bookings: free cancellation more than 72 hours before pickup.
• Cancel inside the window and the fare is not refunded. A chauffeur has been reserved for you and the slot can no longer be sold.
• If something serious happens inside that window, such as a cancelled flight, contact us on WhatsApp with proof. We look at every case on its own merits and decide whether to refund. This is a goodwill decision, not an entitlement.
• A no-show is charged in full.
• A flight delay is not a cancellation. We track your flight and move the pickup to the new landing time at no charge.

2. Cancellation protection

An optional add-on at the checkout, priced at 20% of the fare.

• It holds your booking until 2 hours before pickup: cancel any time up to then, for any reason, and the fare is refunded in full.
• Inside the final 2 hours the fare is not refunded, with or without protection.
• The protection fee itself is never refunded. It is what pays for holding the slot, and it stays with the company in every case, including when the fare is refunded.

3. Paying a deposit

• At the checkout you may pay 30% now and the rest to your chauffeur at the end of the journey, in cash or by card.
• The cancellation rules apply to what you have actually paid. Cancel inside the window, or fail to show, and the deposit is not returned.
• Cancellation protection, when taken, is always paid in full with the deposit.

4. Changes rather than cancellations

• Changing the date, time, pickup or drop-off is free of charge when requested before your cancellation window closes, subject to availability. Reply to your confirmation email or message us on WhatsApp.
• A change of destination is re-priced from the same fixed-price table; any difference is charged or refunded.
• Flight delays are tracked automatically. A pickup moves with the flight at no charge, and airport pickups include 60 minutes of waiting from the actual landing time.

5. Cancellations by Elite BCN

In the rare event that we cannot provide the journey, we will tell you as early as possible and refund everything paid, including any protection fee, in full. Where possible we will offer an alternative vehicle or time first.

6. How refunds are paid

• Refunds go back to the card used to pay, through our payment provider SumUp. They typically appear within 5 to 10 business days depending on your bank.
• Bookings paid by bank transfer or in cash are refunded by bank transfer to an account you nominate.
• You receive an email confirming the cancellation and the amount refunded.

7. Contact

Questions about a refund: WhatsApp +34 635 383 712 or email booking@elitebcn.info. This policy forms part of our Terms & Conditions.