Cancellation, Refund and No-show Policy

How and when to notify us

Send your booking reference, booking holder’s name and service date to booking@mubertravel.com or +90 530 186 85 58 by telephone/WhatsApp. Do not send passwords, verification codes or card details. The recorded time the request reaches support is used, even if our reply comes later.

Keep your message and acknowledgement. Contact support again if acknowledgement is missing. Closing the browser, not paying or not using the service is not a cancellation notice. A failure by Muber to process a received notice does not remove statutory rights.

6. Free cancellation at least 24 hours before pickup

All transfer and hourly-hire bookings may be cancelled free when cancellation reaches support at least 24 hours before confirmed pickup; exactly 24 hours qualifies. Sums received for the cancelled service are refundable. Contact booking@mubertravel.com or +90 530 186 85 58 with your reference and keep the message and acknowledgement. A separately scheduled return leg is assessed against its own pickup time.

7. Late cancellation and payment status

For cancellation less than 24 hours before pickup, the agreed service price is payable for fully or partially prepaid bookings, subject to mandatory consumer rights and unfair-term controls. Full prepayment is not refunded. Partial prepayment is credited toward the price and the remaining balance may be requested separately; no automatic additional card charge is authorised. No late-cancellation fee is demanded for a fully cash booking with no prepayment. These provisions do not apply against the customer where Muber is responsible for non-performance or a mandatory refund right applies.

8. No-show

Operations may confirm a no-show only after establishing that the driver attended the correct point on time, the applicable included waiting elapsed, the passenger was absent and reasonable documented attempts through the supplied contact channels failed. Arrival, waiting and contact records are reviewed. Driver absence, incorrect company instructions or an agreed time change must not be treated as passenger no-show. A confirmed no-show has the consequences in section 7: the full service price for prepaid bookings after crediting payments received, and no no-show fee for a fully cash booking without prepayment.

9. Refunds and changes

Free cancellation and refunds for service Muber cannot provide are processed without undisclosed commission, to the original payment method and currency where possible, without delay and within applicable statutory periods. Bank processing may affect when funds appear; support supplies the refund status on request. Date, route, vehicle or extra changes require availability and acceptance of a revised offer. The 24-hour cancellation policy is a contractual benefit; a general 14-day distance-sales cooling-off right is not promised for passenger transport. Mandatory rights remain unaffected.

Refund security

We check the booking and payment records and may require proportionate identity or transaction verification. We do not request full card numbers, CVV, bank passwords or one-time bank codes by email or message.

Refunds normally use the original payment method and collected currency. Requests to pay a different account require appropriate checks. Muber initiating a refund and the bank crediting it are separate stages; support can supply the status.

Partly delivered or changed service

Separate outbound and return legs are assessed against their own pickup times. Cancellation of an unused return does not automatically refund an already supplied outward service; statutory remedies for defective performance remain available.

Changing dates, route or category requires availability and acceptance of a revised quote. We do not apply a more expensive change without agreement. Merely requesting a change does not automatically cancel the existing booking.

Preserved rights

Mandatory rights remain protected. Supplier failure and passenger no-show are assessed separately using the evidence. A contractual fee is not automatically enforceable in every circumstance.