Cancellation and Refund Policy
This Cancellation and Refund Policy explains how Fly To Canarias handles cancellations, booking changes, no-shows, service interruptions, and refund-related requests for travel services arranged or requested through the website. Because travel services often involve scheduled vehicles, reserved driver time, supplier commitments, route-specific planning, and limited capacity during peak periods, cancellation outcomes are not always the same in every case. This policy is intended to set fair expectations and help travellers understand how timing, accuracy, and communication affect the final outcome.
Fly To Canarias operates in a travel environment where services may include airport transfers, private transfers, port pickups, resort transportation, and selected destination logistics across the Canary Islands. Such services depend on date, route, vehicle type, location access, local supplier availability, and often advance planning. Once a vehicle, driver, or service slot has been reserved, the ability to recover costs may be limited. For this reason, the timing of any cancellation request matters significantly.
This policy should be read together with any booking confirmation, service-specific terms, or route-specific conditions that may apply. If a confirmed booking includes more specific cancellation or refund terms, those service-specific terms may take priority over this general policy for that booking.
General Principle
Our general approach is to review cancellations and refunds fairly, in light of the service type, the timing of the cancellation, whether supplier costs have already been incurred, whether the service can still be reassigned, and whether the disruption was caused by the traveller, a third party, or circumstances beyond reasonable control. Not all travel services are fully refundable, and not all late changes can be accommodated without cost. At the same time, we aim to be commercially reasonable and practical where a request is made early enough and the service has not yet generated unrecoverable expense.
When a Booking Is Considered Confirmed
A booking is generally considered confirmed once the requested service has been accepted and confirmation has been issued through the relevant communication or booking process. At that stage, route planning, supplier reservation, time allocation, or vehicle assignment may already begin. A submitted enquiry or quote request alone is not necessarily a confirmed booking. However, once confirmation has been sent and accepted, cancellation conditions become relevant even if payment is due later or partially.
How to Cancel a Booking
If you need to cancel a booking, you should contact us as soon as possible using the contact method stated in your communication history, confirmation, or the website contact details. A cancellation should include enough information for us to identify the booking quickly. This typically includes the passenger name, travel date, pickup location, destination, and any booking reference or route details available. Delays in contacting us may reduce the chance of a full refund or free change because service arrangements may continue in the meantime.
- send the cancellation request as early as possible;
- include clear booking details so the service can be identified quickly;
- do not assume a booking is cancelled until you receive confirmation;
- if travel details changed rather than fully cancelled, tell us that clearly.
Typical Cancellation Timing Logic
The earlier you cancel, the more likely it is that costs can be avoided. Last-minute cancellations often involve allocated vehicles, reserved driver time, blocked inventory, or supplier commitments that cannot be reversed. Although exact outcomes vary by service, the following table explains the practical logic commonly used when assessing cancellations.
| Cancellation timing | Typical outcome | Main reason |
|---|---|---|
| Well in advance | Higher chance of full or substantial refund | Supplier resources may not yet be committed. |
| Moderate notice | Partial refund may apply | Some operational preparation may already exist. |
| Short notice | Refund may be limited or unavailable | Vehicle time and provider capacity may already be reserved. |
| No-show or very late cancellation | Usually non-refundable | The service was held ready and often could not be reassigned. |
This table is illustrative and not an absolute promise for every case. Actual outcomes depend on the booking conditions, route type, supplier arrangement, and timing.
Changes Instead of Cancellation
Sometimes a traveller does not need to cancel the service entirely but instead needs to change a flight number, arrival time, pickup location, passenger count, destination, or luggage profile. Where operationally possible, we may treat such a request as a change rather than a cancellation. This is often the most practical option if notice is provided early enough and the revised route remains workable. However, some changes may affect price, vehicle suitability, or availability.
Examples of changes that may require a review include:
- a new hotel or private villa location;
- an increase in passenger count;
- additional or oversized luggage;
- a change from day arrival to late-night arrival;
- a change between airport, port, or intercity transfer requirements.
We cannot guarantee that every requested change can be accepted without cost. If a change effectively creates a different service from the one originally booked, repricing may apply.
No-Shows
A no-show occurs when the traveller does not appear for the booked service, is not reachable after reasonable contact attempts where applicable, exits the airport or pickup area in a way that prevents the arranged meeting, or otherwise fails to use the service without valid cancellation notice. No-show cases are usually non-refundable because the service time, vehicle, and provider resources were already committed and could not be reassigned in a meaningful way.
No-show situations can often be avoided by clear communication. If your flight is delayed, your baggage is late, your phone is not working, or your pickup point has changed, notify us or the relevant service contact as early as possible. A manageable delay is often easier to resolve than silence.
Flight Delays and Travel Disruptions
Airport transfers are directly affected by flight timing. If a flight is delayed, diverted, or rescheduled, the practical outcome depends on the service terms, the amount of delay, whether flight tracking was included, whether updated arrival information was communicated, and whether the assigned service provider can still accommodate the revised timing. Some delays can be absorbed operationally, while others may require schedule adjustment, a waiting supplement, vehicle reassignment, or a fresh booking depending on the circumstances.
We encourage travellers to provide accurate flight numbers and notify us immediately if flight information changes. That gives the best chance of keeping the service intact or adjusting it without unnecessary cost.
Supplier-Caused or Operational Cancellation
In rare cases, a service may need to be cancelled or materially changed due to vehicle breakdown, driver illness, operational failure, severe weather, road closures, port restrictions, force majeure, or other circumstances outside normal control. Where such issues arise, we aim to review available alternatives as quickly as possible. Depending on the situation, the outcome may include a replacement vehicle, adjusted service timing, partial refund, full refund, or another reasonable solution. We do not promise that every disruption can be overcome immediately, but we do aim to approach such cases responsibly.
Refund Assessment Factors
When reviewing a refund request, we may consider a range of factors rather than one factor alone. This helps us assess the case fairly. Relevant considerations may include:
- how far in advance the cancellation was requested;
- whether the booking had already been confirmed and allocated;
- whether a supplier had already incurred unrecoverable cost;
- whether the booking involved a special vehicle or premium arrangement;
- whether the traveller provided accurate details from the start;
- whether the issue was caused by force majeure or third-party disruption;
- whether part of the service had already been delivered.
Situations Where Refunds May Be Reduced or Refused
Refunds may be reduced or unavailable in situations such as late cancellation, no-show, material inaccuracy in user-supplied booking details, undisclosed special requirements that make the reserved vehicle unsuitable, or where the service provider was ready and available but the passenger could not be located. Refunds may also be limited where the booking involved non-recoverable supplier fees, event-based surcharges, or special reservation conditions accepted at the time of booking.
| Situation | Possible result | Explanation |
|---|---|---|
| Late cancellation | Partial or no refund | Resources may already be committed. |
| No-show | Usually no refund | Service was held and could not be reassigned. |
| Incorrect booking information | Refund may be reduced | Operational loss may result from inaccurate details. |
| Partially used service | Partial refund only if applicable | Some service value has already been delivered. |
How Refunds Are Processed
Where a refund is approved, it will usually be processed through the same payment path used for the original transaction where practical, unless another method is reasonably necessary. The actual time for funds to appear may depend on banking systems, payment processors, card issuers, and the original payment method. Approval of a refund and the timing of final settlement are not always the same event.
If you believe a refund is due, you should contact us with the relevant details and any supporting explanation. We may ask for documents or clarification where needed to assess the request properly.
Chargebacks and Payment Disputes
If you believe there has been a payment error or an unjustified charge, we strongly encourage you to contact us first before initiating a chargeback or formal payment dispute. Many misunderstandings can be resolved faster through direct review of the booking record, supplier confirmation, and communication history. Unnecessary chargebacks can complicate resolution, especially where a service was correctly reserved or partly delivered.
Force Majeure
Some events are outside the reasonable control of both the traveller and the service provider. These may include severe weather, natural events, airport closures, major transport disruption, public authority action, widespread strikes, or safety-related emergencies. In such cases, standard refund assumptions may not apply automatically. We will review the circumstances, the stage of the booking, and the actual operational impact before deciding what outcome is possible.
Our Practical Recommendation
The best way to protect travel plans and improve refund outcomes is to provide accurate booking information, book only when your travel details are reasonably stable, read any confirmation carefully, and notify us as soon as anything changes. In transfer planning, speed of communication often matters almost as much as the event itself.
Contact for Cancellation or Refund Requests
If you need to cancel a booking, request a change, or ask for a refund review, please contact Fly To Canarias through the website contact details and include all available booking information. We aim to handle such requests fairly, responsibly, and with an understanding of the practical realities of travel operations in the Canary Islands.