Legal
Cancellation Policy
Transparent, tiered refunds based on how far in advance you cancel.
Last updated: July 20, 2026
We know plans change. Our cancellation policy is designed to be fair to both our clients and the chauffeurs who reserve their day for your trip. Refund tiers depend on your reservation type and how far in advance you cancel. This page is the single source of truth for cancellations and is referenced by our Terms & Conditions.
Point-to-Point Transfers (Full Size SUV)
Applies to airport transfers and any one-way or round-trip point-to-point reservation.
100% Refund
4+ hours before pickup
Cancel more than 4 hours before your scheduled pickup and receive a full refund.
50% Refund
2 to 4 hours before pickup
Cancellations within 2 to 4 hours of your scheduled pickup receive a 50% refund.
No Refund
Under 2 hours before pickup
Cancellations less than 2 hours before pickup, or no-shows, are non-refundable. The full trip charge applies.
Hourly & As-Directed Service
Hourly and as-directed reservations require at least 24 hours notice for a full refund. Cancellations within 24 hours of the scheduled pickup are billed at 100% of the minimum reserved hours, plus applicable gratuity, tolls, and fees.
Special Occasion Reservations
Weddings, proms, anniversaries, and other special occasion bookings require at least 24 hours notice for a full refund. Cancellations within 24 hours of the scheduled pickup are non-refundable, as the vehicle and chauffeur have been held for your event.
Airport Pickups & Wait Time
For arriving-flight pickups, your chauffeur will wait through the complimentary grace period defined in our Terms & Conditions. If we cannot reach you and no cancellation has been received within that window, the reservation is treated as a no-show and billed in full.
How to cancel
You can cancel a reservation by replying to your booking confirmation email, calling our dispatch line, or messaging us from your KulaRides account. Refund timing is based on when we receive your cancellation, not when it is processed.
No-shows
If your chauffeur has arrived at the pickup location and cannot reach you after the applicable wait time, the reservation is marked as a no-show and the full trip charge applies, regardless of reservation type.
Refund processing
Approved refunds are issued to the original payment method within 5 to 10 business days, depending on your card issuer.
Questions
If you have any questions about this policy or a specific reservation, please contact our team.
KulaRides reserves the right to make exceptions in cases of documented emergencies or service issues on our side.