Refund and cancellation policy
Last updated: November 12, 2026
We want every trip with IST11 to go smoothly. If your plans change, here is how cancellations and refunds work.
Free cancellation up to 24 hours before pickup
- Cancel at least 24 hours before your pickup time and you pay nothing. If you paid in advance, you get a full refund.
- To cancel, open the link in your confirmation email and choose Request cancellation, or contact us on WhatsApp, by phone or by email with your booking reference.
- We confirm the cancellation by email.
Late cancellations and no-shows
- Cancellations made less than 24 hours before the pickup time are not refunded.
- If you don’t show up for your transfer without telling us, the booking is not refunded.
Flight delays
Add your flight number when you book. We follow your flight and adjust the pickup time if it is delayed, free of charge, so you don’t need to cancel. If your flight is cancelled or you are stuck for another reason, contact us as soon as possible and we will find a solution.
Changes to your booking
Need a different time, address or vehicle? Contact us and we will change your booking if we can. A different route or vehicle can change the price.
How refunds are paid
Approved refunds are paid back to the original payment method. Please allow up to 7 business days for the money to reach your account.
Questions
If you have any questions about this policy, contact us using the details on our contact page.