Cancellation & Refund Policy
We reserve vehicles and chauffeurs for confirmed bookings. This policy explains how cancellation requests, no-shows, flight disruptions, booking changes and approved refunds are handled.
Before confirming a booking, please read the cancellation conditions in your quotation or booking confirmation email. Specific conditions may apply to peak-season travel, events, special vehicle arrangements and other reservations.
1. Booking confirmation and agreed terms
Once a booking is confirmed, NSB Luxury Transport may reserve a vehicle and chauffeur exclusively for your requested date and time. As a result, a short-notice cancellation can prevent us from allocating that vehicle to another guest.
The conditions stated in the quotation or booking confirmation email form part of your booking arrangement. Cancellation and refund eligibility may vary by service type, travel date, season, vehicle allocation and any agreed special requirements.
2. Cancellation deadlines and refund eligibility
Please request a cancellation as early as possible. The table below explains our usual approach; the terms agreed in your quotation or booking confirmation email remain applicable.
| When you cancel | How the request is handled |
|---|---|
| More than 72 hours before pickup | Refund eligibility depends on the agreed booking conditions. A full refund is not automatic; check your quotation or confirmation email. |
| Between 24 and 72 hours before pickup | The cancellation and refund terms agreed in your quotation or booking confirmation email apply. |
| Less than 24 hours before pickup | Normally non-refundable because the vehicle and chauffeur have been reserved for your booking. |
| Same-day booking cancelled after confirmation | Normally non-refundable, including when the customer cancels several hours before pickup. Any exceptional goodwill credit is entirely at NSB Luxury Transport’s discretion. |
| Customer no-show | Normally fully chargeable and non-refundable, subject to applicable law and the agreed booking terms. |
Peak dates and special-event bookings may have different conditions. Please refer to the written terms supplied for your specific reservation.
3. Same-day bookings and no-shows
Same-day cancellations
For bookings made and cancelled on the day of service, the booking is normally non-refundable once confirmed. The reserved car and chauffeur may no longer be available for another guest, particularly on busy days. In exceptional circumstances, including selected quieter periods, we may consider a credit note as a goodwill gesture. A refund or credit note is not guaranteed and must be confirmed by our team in writing.
Customer no-shows
If you do not arrive at the agreed pickup point or fail to use the confirmed service, the booking will normally be treated as a no-show and the full charge will apply. If you cannot locate your chauffeur or anticipate a delay, contact our team immediately using the contact details in your booking confirmation.
4. Airport pickups, flight delays and cancellations
Airport pickup bookings generally include 60–90 minutes of complimentary waiting time, according to the confirmed service arrangement. Your booking confirmation should specify the applicable waiting allowance and any extra waiting charges.
If your flight is delayed or rescheduled, tell us your revised flight details as soon as possible. We will try to adjust your pickup time, subject to chauffeur and vehicle availability and the booking conditions. If your flight is cancelled and you no longer need the transfer, contact us promptly. Depending on the circumstances and agreed terms, we may consider rescheduling or an approved refund; neither is automatic.
If a material change creates a different journey, date or additional waiting period, our team will advise you of any revised charge before confirming the change where practicable.
5. Hourly chauffeur services, city tours and long-distance transfers
The same-day cancellation of a confirmed hourly chauffeur booking, city tour or long-distance transfer is normally non-refundable. If you give sufficient advance notice, we may be able to move the pickup time or date, depending on vehicle availability and your agreed booking terms.
Hourly chauffeur service within the same city may be quoted from AED 150 per hour with a minimum three-hour booking. Your final vehicle-specific rate, minimum duration, inclusions and cancellation conditions will be stated in your quotation. A booking change may affect its price.
6. Approved refunds and payment method
When NSB Luxury Transport approves a refund, please allow up to 20 days for us to process it. The time for the amount to appear in your account may also depend on your bank or card provider.
Card payments will normally be refunded to the same card used for the original payment. Bank-transfer payments will normally be returned to the originating bank account, subject to appropriate verification and payment-provider requirements. Contact us if the original payment method is no longer available.
7. How to request a cancellation or booking change
Contact us as early as possible, preferably by replying to your booking confirmation email, and provide:
- Your booking reference and customer name.
- The scheduled pickup date, time and location.
- Whether you request cancellation, a revised pickup or a different date.
- Updated flight details, when an airport transfer is affected.
Our team will review your request and confirm any eligible refund, revised service or discretionary credit note in writing. Do not assume that a requested change has been accepted until you receive confirmation.
About NSB Luxury Transport
NSB Luxury Transport arranges private airport transfers and chauffeur-driven journeys in Dubai and across the UAE. For more information about our company, visit About Us, or return to the NSB Luxury Transport homepage to explore our services.
Contact our booking team
For a cancellation request, flight change or revised pickup time, send us your booking details. We will review the agreed terms and confirm the available options.
Frequently asked questions
Can I receive a full refund if I cancel more than 72 hours before pickup?
Not automatically. For standard bookings, please submit your cancellation request at least 72 hours before pickup. However, refund eligibility depends on the terms agreed in your quotation or booking confirmation email. Peak dates, special events and dedicated vehicle arrangements may have different conditions. Contact the booking team with your reference to confirm the terms applicable to your reservation.
What happens if I cancel between 24 and 72 hours before pickup?
The conditions agreed in your quotation or booking confirmation email determine whether any refund or credit is available. There is no universal refund percentage for this period. Please reply to your confirmation email with your booking reference and requested cancellation date so our team can review the relevant terms and confirm the outcome.
Is a booking refundable if I cancel less than 24 hours before pickup?
Confirmed bookings cancelled within 24 hours of pickup are normally non-refundable because we reserve the vehicle and chauffeur for your journey. This also generally applies to same-day bookings, even if you contact us several hours before pickup. Any exceptional goodwill credit note must be approved by NSB Luxury Transport and confirmed in writing.
What if I miss my pickup or do not arrive?
A customer no-show is normally fully chargeable and non-refundable under the agreed booking terms. If you are delayed or cannot find your chauffeur, contact us immediately using the details provided in the booking confirmation. For airport pickups, check your confirmed complimentary waiting allowance, which is generally 60–90 minutes depending on your service arrangement.
Can I change my pickup if my flight is delayed or cancelled?
Notify us as soon as you receive updated flight information. We will try to adjust your airport pickup according to the new arrival time, subject to vehicle and chauffeur availability. If the airline cancels your flight and you no longer need the transfer, we will review a reschedule or refund request under your agreed booking conditions and the circumstances of the disruption.
How long does an approved refund take?
Allow up to 20 days for NSB Luxury Transport to process an approved refund. Card refunds normally return to the original card, while bank-transfer refunds normally return to the originating account, subject to verification. Your bank or payment provider may need additional time to display the refund. Contact our booking team if you have a question about an approved payment reversal.
