Cancellation & Refund Policy
Fair, transparent, and flexible — because we understand that plans can change.
Last updated: March 1, 2026 · Version 2.0
1. Standard Cancellation by Customer
1.1 Airport & City Transfers
| Cancellation Time | Refund | Fee | Processing |
|---|---|---|---|
| At least 24 hours before pickup | 100% | FREE | 5–10 business days |
| Less than 24 hours before pickup | 0% | 100% fee | No refund |
| No-show | 0% | 100% fee | No refund |
1.2 Tours (Day & Multi-Day)
| Cancellation Time | Refund | Notes |
|---|---|---|
| At least 24 hours before pickup | 100% | Full refund, no fees |
| Less than 24 hours before pickup | 0% | No refund |
| No-show | 0% | No refund |
Flight delays are not treated as customer cancellations when the flight number was provided at booking.
2. Cancellation by Swiss Touristy
In exceptional circumstances beyond our control, you have three options:
Full Refund
To original payment method
Free Rescheduling
Any available date
Credit Voucher
Valid 2 years
3. Modification Policy
| Change Type | Time Required | Fee |
|---|---|---|
| Date / Time change | At least 24 hours before | FREE |
| Pickup location | At least 24 hours before | FREE |
| Passenger count | At least 24 hours before | FREE |
| Vehicle type | At least 24 hours before | Price difference only |
Changes we cannot accommodate
Route changes during journey · Additional stops not pre-booked (CHF 30/15 min) · Passenger count exceeding vehicle capacity4. Flight Delays & Airport Pickups
Flight delays never cost you anything: your 60 free minutes start when your flight actually lands (we track it when you give a valid flight number). Waiting beyond those 60 minutes is CHF 100 per additional hour, paid directly on site.
| Waiting after landing | What happens | Cost |
|---|---|---|
| First 60 minutes | Your driver waits in arrivals | Free |
| Beyond 60 minutes | Your driver keeps waiting | CHF 100 per additional hour, paid on site |
5. Special Circumstances
Medical Emergency
Extended flexibility with appropriate documentation.
Visa Refusal
Full refund minus CHF 108.10 admin fee. Official refusal letter required within 7 days.
Force Majeure
Full refund or credit voucher — your choice. No time limits.
Death in Family
Full refund with documentation. No questions asked. Our condolences.
Winter conditions & road closures
All our vehicles are winter-ready as standard. If a road or pass is closed, we arrange a safe alternative route or reschedule with you; if neither is possible, this cancellation and refund policy applies.
6. How to Cancel
| Method | Contact | Availability |
|---|---|---|
| AI Concierge | Website | Online |
| +41 76 207 15 16 | Messages accepted | |
| [email protected] | Messages accepted | |
| Phone | +41 76 207 15 16 | 08:00–20:00 CET |
| Dashboard | Account portal | Online |
Required Information
Booking reference · Full name · Reason (optional) · Preferred refund method7. Refund Process
| Payment Method | Refund To | Timeline |
|---|---|---|
| Credit Card | Same card | 5–10 business days |
| Debit Card | Same card | 5–10 business days |
| Cash | Bank transfer | 7–10 business days |
8. Non-Refundable Items
- Special event surcharges (WEF, F1, Art Basel)
- Custom decorations / arrangements
- Third-party tickets (museums, attractions)
- Already-incurred expenses (tolls, parking)