Refund & Cancellation Policy

Last updated: May 18, 2026

1. Ticket Sales Are Final

By purchasing a ticket, you agree that your ticket is valid only for the specific date, departure time, route, pickup location, drop-off location, passenger, and seat selection chosen at the time of purchase.

All scheduled passenger tickets are:

• Non-refundable
• Non-changeable
• Non-transferable
• Valid only for the selected trip

2. Why Tickets Are Final Sale

Falcon operates scheduled passenger transportation with limited vehicle capacity and assigned seats. When a passenger purchases a ticket, that seat is reserved for the selected trip and may no longer be available to other customers.

Because each vehicle has a limited number of seats and trips are planned based on confirmed bookings, cancellations, missed trips, late changes, incorrect selections, or last-minute requests can prevent Falcon from reselling that seat or operating efficiently.

For this reason, tickets are sold as final sale and are non-refundable, non-changeable, and non-transferable unless Falcon cancels the trip for operational or safety reasons, Falcon approves a rare discretionary exception, or a refund is required by law.

3. Customer Cancellations and Change Requests

If a customer chooses not to travel, cannot attend, changes plans, books the wrong trip, arrives late, misses the departure, or no longer needs the service, the ticket remains final sale.

Falcon may review change, transfer, or exception requests made before departure in rare situations. Approval is not guaranteed and is entirely discretionary. Any exception granted by Falcon applies only to that specific situation and does not create a right to future exceptions.

4. Arrival Time, Late Arrival, and No-Show

Passengers should arrive at the designated pickup location at least 10 minutes before the scheduled departure time.

Falcon vehicles cannot wait for late passengers. If a passenger is not present, not ready to board, or fails to board before departure, the passenger will be treated as a no-show.

No-shows are not eligible for refunds, credits, transfers, rescheduling, or alternative transportation.

5. Missed Trip Due to Passenger Error

No refund, credit, or transfer is provided where a passenger misses a trip or cannot travel because of passenger error, including:

• Arriving late
• Going to the wrong pickup location
• Selecting the wrong date, time, route, pickup stop, or drop-off stop
• Failing to review the ticket, QR code, email, or booking confirmation
• Not having the ticket or QR code ready when required
• Personal delays, traffic, weather affecting the passenger’s own arrival to the pickup point, or other personal circumstances

6. Falcon Trip Cancellations

This includes situations where Falcon determines that the trip cannot safely or reasonably operate because of unsafe weather, road closures, road conditions, vehicle issues, staffing limitations, safety concerns, or other operational reasons.

Falcon is not responsible for additional costs caused by a trip cancellation, including hotel costs, taxi or rideshare costs, missed appointments, missed work, missed connections, lost wages, or other indirect or consequential losses.

7. Schedule Changes, Delays, and Service Adjustments

Falcon may adjust, delay, reroute, combine, substitute, suspend, or cancel services due to operational needs, safety concerns, weather, road conditions, traffic incidents, vehicle issues, staffing limitations, government orders, emergencies, or other circumstances beyond Falcon’s reasonable control.

Delays do not automatically create a right to a refund. If the service still operates and Falcon is able to transport the passenger, the ticket remains valid for that service.

Where Falcon makes a major schedule change or cancels the service, Falcon will determine the available remedy, which may include a refund or transfer depending on the circumstances.

8. Force Majeure

Falcon is not responsible or liable for delays, interruptions, route changes, or cancellations caused by events beyond Falcon’s reasonable control. These may include severe weather, unsafe road conditions, road closures, accidents, traffic incidents, natural disasters, power or internet outages, strikes, pandemics, public emergencies, government actions, or other force majeure events.

If Falcon cancels a trip because travel is unsafe or service cannot reasonably operate, Falcon may offer a refund or transfer as described in this policy. Falcon is not responsible for indirect or consequential losses caused by force majeure events.

9. Partial Travel, Early Exit, or No Return Trip

If a passenger chooses to travel only part of the route, exits early, declines to continue, misses a return trip, or decides not to use one portion of a booked trip, no partial refund, credit, or price adjustment will be provided.

Round-trip, return, multi-day, or multi-ticket purchases are subject to the same final-sale rules unless Falcon cancels the affected service or approves a rare discretionary exception.

10. Baggage-Related Refusal or Boarding Issues

Each passenger may bring one small carry-on bag or backpack, up to 25 lb / 11 kg, subject to available space. Baggage must be safe to store in the vehicle and must not block aisles, exits, seats, driver visibility, or safety equipment.

Oversized, excess, unsafe, leaking, hazardous, improperly packed, or unsuitable baggage may be refused. If a passenger cannot travel because their baggage does not comply with Falcon’s baggage rules or cannot be safely accommodated, the ticket remains final sale and no refund, transfer, or alternative transportation is guaranteed.

Falcon is not responsible for lost, damaged, or stolen personal items or baggage. Passengers should keep valuables, electronics, documents, medication, and important items with them at all times where safe and practical.

11. Refusal of Service or Removal for Cause

Falcon may deny boarding or remove a passenger from a vehicle where the passenger violates Falcon policies, creates a safety risk, behaves aggressively or disruptively, appears intoxicated or impaired, refuses driver instructions, violates baggage or conduct rules, presents a fraudulent or invalid ticket, or otherwise creates a risk to passengers, staff, vehicles, or operations.

If a passenger is refused service or removed for cause, no refund, credit, transfer, or alternative transportation will be provided.

12. Fraudulent, Disputed, or Reversed Payments

Tickets must be paid in full using an authorized payment method. If a ticket is purchased using a fraudulent, stolen, unauthorized, disputed, or reversed payment method, Falcon may cancel the ticket without refund and may deny future bookings.

Customers remain responsible for chargebacks, reversed payments, payment disputes, and related costs caused by unauthorized or improper payment activity.

13. Duplicate or Incorrect Bookings

Customers are responsible for reviewing all booking details before completing payment. Duplicate purchases, wrong route selections, wrong dates, wrong times, wrong passenger details, wrong pickup/drop-off stops, wrong seat selections, or accidental purchases are not automatically refundable.

If you believe there was a technical error during checkout, contact Falcon as soon as possible. Falcon may review the issue, but review does not guarantee a refund, credit, or transfer.

14. Refund Method and Processing Time

If a refund is approved by Falcon, the refund will normally be issued to the original payment method used for purchase.

Refund processing commonly takes approximately 5 to 10 business days, but timing may vary depending on WooCommerce, WooPayments, Clover, the customer’s bank, card issuer, or payment provider. Falcon does not control bank, card issuer, or payment processor timelines after a refund has been submitted.

15. Private Group Booking and Vehicle Rental With Driver

Private group transportation, charter-style trips, special services, and vehicle rental with driver may have separate written deposit, payment, cancellation, refund, timing, overtime, cleaning, damage, and service terms.

If separate written terms are provided for a private booking or rental-with-driver service, those separate terms will apply to that service.

16. Credits, Transfers, and Exceptions

Falcon is not required to provide credits, transfers, rescheduling, or exceptions unless Falcon cancels the trip, Falcon chooses to approve a rare discretionary exception, or a refund is required by law.

Any exception granted by Falcon is discretionary, case-specific, and does not create a right to future exceptions for the same customer or other customers.

17. How to Request Review of an Issue

If you believe your booking, payment, cancellation, refund, or trip issue requires review, contact Falcon as soon as possible and include:

• Passenger name
• Order number or ticket number
• Travel date and departure time
• Route and pickup/drop-off locations
• Reason for the request
• Any supporting information or screenshots

Falcon may require additional information to verify the booking, investigate the issue, or process an approved remedy.

18. Relationship With Other Policies

This Refund & Cancellation Policy should be read together with Falcon’s Terms and Conditions, Privacy Policy, passenger conduct rules, baggage rules, safety policies, and any booking instructions shown during checkout.

If there is a conflict between this policy and a specific written notice provided by Falcon for a particular canceled trip or special service, Falcon’s written notice for that specific situation may apply.

19. Changes to This Policy

Falcon may update this Refund & Cancellation Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

The policy in effect at the time of purchase generally applies to that ticket, unless a change is required by law or is more favourable to the customer.