Cancellation and refund
Cancellation and refund policy
Rules for cancellation, rescheduling, refund, waiting time, no-show and related transfer conditions at Itacare Transfer.
Cancellations made 48 hours or more before pickup may be fully refunded. Rescheduling up to 48 hours before pickup may be free, subject to availability. No-show, waiting time and special-condition rules may apply.
1. Summary
This policy should be read before final trip confirmation. It organizes the public rules for cancellation, rescheduling, refund, waiting time and no-show.
A request made through the site does not confirm the trip by itself. Confirmation happens through human support after availability, route, timing, passengers, luggage, final price and applicable conditions are reviewed.
2. Cancellation and refund
Cancellations made 48 hours or more before pickup may be fully refunded.
Cancellations made less than 48 hours before pickup follow a non-refundable rule, subject to legal exceptions and case review.
Cancellation requests must be made through the official support channel, initially Itacare Transfer WhatsApp.
3. Rescheduling
Rescheduling may be made free of charge up to 48 hours before pickup, subject to availability.
If the new date, time, route, vehicle, service type or operating condition changes the trip cost, the final price must be confirmed through support before the new confirmation.
4. No-show
If the passenger does not appear after the tolerance time and does not respond to operational contact, the trip may be treated as no-show and charged in full.
No-show may also apply when essential information omitted by the client makes the trip unviable at pickup.
5. Waiting time
At airports, there is 60 minutes of courtesy waiting time counted from actual landing.
At hotels, pousadas/inns or prearranged addresses, there is 15 minutes of courtesy waiting time from the confirmed time.
After the courtesy time, additional waiting may be charged and must be confirmed through support. The internal hourly rate for extra waiting is not published on this page.
6. Flight delays
On airport routes, the flight number helps the team follow changes and adjust guidance when possible.
Delays, cancellations or flight changes should be reported by the client as soon as possible through the official channel. The best fit will be reviewed according to availability, route and operating margin.
7. Late-night operations
Late-night operations, such as between 10 pm and 6 am, may carry a 15% surcharge.
The final price must be confirmed through support, considering route, time, availability and trip details.
8. Baggage and special items
Luggage, surfboard, pet, child seat, mobility assistance or special needs must be mentioned before confirmation.
When an undeclared item prevents or changes the trip, responsibility may be on the client, especially if vehicle, timing, route or operating conditions must change.
9. Routes with ferry, boat or external operator
Some routes may involve ferry, boat, port, queue, boarding, external operator, weather, road or crossing conditions.
When these factors affect the trip, conditions must be explained through support and confirmed before the trip.
10. How to request support
To cancel, reschedule or ask about refund, waiting, no-show or trip conditions, use the official WhatsApp.
This policy complements the Terms of use and may be updated to reflect operational, legal or commercial changes.