This policy covers every ride arranged by Valencia Pickup — through valenciapickup.com, by phone, email or WhatsApp — including Valencia Airport (VLC) transfers, port and cruise pickups, intercity journeys, hourly hire, business travel and instant on-demand rides across the city.

By confirming a ride you accept the cancellation windows, waiting times and charges described here, alongside our general Terms & Conditions.

Refund terms depend on how the ride was arranged, because a car reserved for next Tuesday and a car already driving toward you are very different commitments.

Your confirmation message states the ride type at the top, so you always know which rules apply.

Cancel more than 24 hours before your scheduled pickup and you receive a full refund of everything you paid, including prepaid extras such as child seats or additional luggage.

Between 24 and 12 hours before pickup, you can still cancel for a full refund or reschedule to any other date at no cost, subject to availability.

Within 12 hours of pickup a driver and vehicle are reserved exclusively for your journey and can no longer be offered to other passengers:

• 12 – 3 hours before pickup: 50% of the fare is refunded.
• Less than 3 hours before pickup: no refund is due.
• After the driver has departed: no refund is due.

Where possible we will offer credit toward a future ride instead of a refund. This is offered at our discretion and is not an entitlement.

An instant ride is a car requested for immediate pickup. The moment you confirm, we search for the nearest available driver in Valencia, and that driver starts moving toward you as soon as they accept.

Because there is no future time to count back from, every cancellation window on an instant ride is measured from the moment you confirmed the request and from the driver's status at that point.

• Within 60 seconds of booking: free, whatever the driver status.
• Before a driver accepts: free, nothing is charged.
• After a driver accepts: a €5 dispatch fee is kept, the balance refunded.
• After the driver reaches the pickup point: the minimum fare applies.

The dispatch fee covers the driver's approach trip. It is a fixed amount, never a percentage of the fare, and it is the only charge on a ride cancelled before the driver arrives.

Once the driver reaches your pickup point you get 5 minutes of free waiting. After that, waiting is charged per minute at the published rate.

If you have not appeared and cannot be reached within 10 minutes of arrival, the driver may release the ride. That counts as a no-show, and the minimum fare plus any waiting time is charged.

You are refunded in full, with no dispatch fee, whenever:

• No driver accepts your request and the search times out
• The assigned driver cancels and no replacement is found
• The driver arrives more than 15 minutes later than the quoted time
• The vehicle sent does not match the class you selected
• The ride cannot start for any reason within our control

If a dispatch fee was already taken in one of these cases, it is returned automatically along with the fare — you do not need to ask.

Instant fares are calculated from distance, time and live demand, so the final amount can differ from the estimate shown when you booked. That difference on its own is not grounds for a refund.

We review and adjust the fare where:

• The driver took a clearly longer route with no traffic or roadworks reason
• The trip was recorded as ending somewhere other than your actual drop-off
• You were charged waiting time that did not happen
• A night or peak rate was applied outside its published hours

Send us the ride reference within 14 days and we will check the trip record.

1. Find your booking or ride reference in the confirmation message we sent you.
2. Email, call or WhatsApp our team with the reference and the change you need.
3. Wait for our written confirmation — that message is your proof of cancellation.
4. If a refund is due, it is issued to your original payment method.

Telling the driver directly is not enough. Cancellations must go through our booking team so the record is updated and the refund can be released.

Included free waiting

• Airport arrivals: 60 minutes free from the actual landing time.
• Port and cruise terminals: 45 minutes free from docking.
• Train stations: 30 minutes free from arrival.
• Hotels and street addresses: 15 minutes free from the booked time.

After the free period, waiting is charged in 15-minute blocks at the published rate. A no-show — no contact and no passenger at the pickup point once free waiting ends — is charged at 100% of the fare and is not refundable.

When you give us a flight number, we track your arrival and adjust the pickup automatically. Delays are not charged and do not affect your booking.

• Flight delayed: we wait and reschedule the pickup at no extra cost.
• Flight cancelled or diverted: full refund, or a free move to your new arrival time.
• Missed connection: full refund once you notify us with the airline reference.

If Valencia Pickup cannot supply a vehicle — through breakdown, driver illness, an accident, a strike or any other reason on our side — you may choose either:

• A replacement vehicle of the same or higher class at no extra charge, or
• A 100% refund of everything you paid, processed as a priority.

Where a delay is caused by us and you are left without transport, we will also cover a reasonable alternative taxi fare on presentation of a receipt.

Approved refunds go back to the original payment method. We do not refund to a different card, account or person.

• Instant ride refunds: released the same day, usually within a few hours.
• Pre-booked approvals: within 2 business days of your request.
• Card refunds: 5 – 10 business days to appear on your statement.
• Bank transfers: 3 – 7 business days.
• Cash rides: refunded by bank transfer to details you supply.

Once we release a refund, the remaining time depends on your bank. Currency conversion differences and bank fees are outside our control.

On a pre-booked ride, tell us more than 12 hours ahead and these changes are free:

• New pickup or drop-off time
• Different address within the same zone
• Passenger name or contact number
• Adding a child seat or extra luggage

On an instant ride you can change the drop-off while the trip is running, and the fare simply recalculates for the new distance. A change that needs a larger vehicle is re-quoted, and any difference is payable before the ride continues.

• No-shows on any ride type
• Pre-booked cancellations inside 3 hours of pickup
• Instant rides cancelled after the driver reached you
• Dispatch fees on instant rides cancelled after a driver accepted
• Journeys already completed, in full or in part
• Waiting time charged beyond the free period
• Tolls, parking or airport access fees already paid
• Cleaning or damage charges for soiling a vehicle
• Refusal to travel due to passenger conduct, intoxication or exceeding the seat capacity booked

If you were charged twice, charged the wrong amount, or billed for a ride you did not take, contact us within 14 days with the reference and the payment record.

Verified billing errors are refunded in full, usually within 3 business days of confirmation — this sits outside the cancellation scales above and no fee applies.

Minibus and multi-vehicle bookings, event transport and corporate accounts may run on separate cancellation terms, which are stated on the quote before you confirm.

Peak dates — Fallas, Christmas, New Year, major football fixtures and large conference weeks — usually require cancellation at least 72 hours ahead for a full refund. Where that applies, it is written on your confirmation.

If you booked our service through a travel agency, hotel concierge, tour operator or online marketplace, the refund is handled by that provider under their own terms.

Please contact them first. We will support their process, but we cannot refund money we did not collect directly.

If something went wrong on the road — a late driver, a wrong vehicle class, an unsafe or unprofessional journey — tell us within 14 days of the ride.

Send the reference, the date and a short description. We review each case against the driver and trip record, and where the complaint is upheld we issue a partial or full refund depending on the impact on your journey.

Please talk to us before opening a dispute with your bank. Most cases are resolved faster directly, and a chargeback freezes the payment while the bank investigates.

Where a chargeback is raised for a completed journey or a valid no-show, we will submit the ride record, driver log and confirmation messages as evidence.

We may update this policy as our services and pricing change. The version published on this page at the time of your ride is the one that applies to it, so nothing changes retroactively once you have paid.