Refund policy

Veloura Privé Return, Refund and Disputed Charge Policy

Last updated: September 26, 2026

Veloura Privé provides prearranged private transportation by reservation. A ride is confirmed only after the trip details, price and cancellation terms have been accepted by the customer.

Cancellations by the customer

• More than 48 hours before pickup: the customer may cancel for a full refund of amounts paid, less any clearly disclosed nonrefundable third-party charge.
• 24 to 48 hours before pickup: the customer may receive a 50% refund of the transportation fare. Any airport, parking, toll, booking or third-party charge already incurred may be deducted.
• Less than 24 hours before pickup, a no-show or an unavailable passenger: the fare is nonrefundable because the vehicle and driver were reserved for that time.
• Airport pickups: flight delays should be reported as soon as possible. We monitor the scheduled flight when flight information is provided. Waiting beyond the included airport waiting period may be billed at the published waiting rate.
• Extra stops, waiting, route changes and late-night charges are refundable only when they were not used and the cancellation timing allows a refund under this policy.

Cancellations by Veloura Privé

We may cancel or decline a trip when weather, road conditions, vehicle safety, driver illness, regulatory requirements, insurance limitations or another safety issue makes service unsafe or unavailable. We will provide as much notice as reasonably possible and refund the unused transportation amount. We are not responsible for indirect costs such as missed flights, lodging, event tickets, lost wages or replacement transportation.

Refund processing

Approved refunds are returned to the original payment method. Banks and card issuers may take 5 to 10 business days to post a refund. If a customer believes a refund is missing, the customer should contact Veloura Privé first with the booking name, reservation date and payment reference so we can investigate.

Disputed charges and chargebacks

Before filing a payment dispute or chargeback, the customer should contact Veloura Privé at [BUSINESS EMAIL] and provide the booking name, reservation date, pickup details, amount charged and reason for the concern. We will review the reservation, written quote, cancellation terms, communications, trip status, driver records and any proof of service, then respond promptly.

A charge may be valid when the customer accepted the quoted fare, the vehicle and driver were reserved, the ride was provided or the customer cancelled within a nonrefundable period. A customer must not dispute a charge solely because a ride was cancelled under the disclosed cancellation terms or because a gratuity was voluntary. We will not add a mandatory fee that was not disclosed before confirmation.

If a chargeback is opened, the payment processor and card issuer control the dispute process. We may submit the confirmed quote, booking record, cancellation policy, pickup and completion records, customer communications and refund history as evidence. Any temporary credit issued by a bank is not a final determination. If a charge is found to have been charged in error, Veloura Privé will correct it or issue the appropriate refund.

Questions and policy exceptions

Contact [BUSINESS EMAIL] or [BUSINESS PHONE] before booking when a trip has unusual timing, multiple stops, school transportation, an overnight stay, an out-of-state destination or special accessibility needs. Any exception to this policy must be agreed in writing before the reservation is accepted.