Refund & Cancellation Policy
Last Updated: October 9, 2026
At Sri Lanka Taxi & Driver, we understand that travel plans can change.
Our goal is to provide customers with clear, flexible, and transparent cancellation conditions when booking private taxi services, airport transfers, and transportation throughout Sri Lanka.
We are committed to treating refund requests fairly and processing approved refunds as efficiently as possible.
This Refund & Cancellation Policy applies to transportation reservations confirmed through our website, WhatsApp, email, or telephone.
1. Our 48-Hour Full Refund Guarantee
We provide a 100% refund for bookings cancelled at least 48 hours before the scheduled pickup time.
If you cancel your confirmed transportation booking 48 hours or more before pickup, we will refund the full amount you have paid to Sri Lanka Taxi & Driver for that reservation.
No cancellation fee will be deducted by us.
This applies to eligible deposits and advance payments made toward the booking.
All cancellation times are calculated according to Sri Lanka Standard Time (UTC+05:30), using the scheduled pickup time shown in the confirmed reservation.
2. Cancellation and Refund Schedule
Our standard cancellation conditions are as follows:
| Cancellation Time | Refund |
| Less than 24 hours before pickup | No refund |
| Passenger no-show | No refund |
| Verified duplicate payment or overcharge | Full refund of the excess amount |
| 24 hours to less than 48 hours before pickup | 50% refund |
| 48 hours or more before pickup | 100% refund |
| Verified airline flight cancellation before the transfer begins | 100% refund |
| Cancellation by us when no suitable alternative is accepted | 100% refund |
These conditions apply unless a different resolution is required by applicable law.
3. Cancellation 48 Hours or More Before Pickup
Customers cancelling a confirmed reservation at least 48 hours before the scheduled pickup time are entitled to a full 100% refund of the amount paid.
For example:
If your taxi pickup is scheduled for October 20 at 10:00 AM, you must submit your cancellation request no later than October 18 at 10:00 AM, Sri Lanka time, to qualify for a full refund.
No cancellation penalty applies to eligible cancellations made within this period.
4. Cancellation Between 24 and 48 Hours Before Pickup
If you cancel your reservation between 24 hours and less than 48 hours before the scheduled pickup time, you are eligible for a 50% refund of the amount paid.
The remaining 50% is retained as the applicable cancellation charge.
For example:
If you have paid USD 100 for your taxi reservation and cancel 30 hours before pickup:
- Original payment: USD 100.
- Refund amount: USD 50.
- Cancellation charge: USD 50.
The refund will be processed according to the conditions in this policy.
5. Cancellation Less Than 24 Hours Before Pickup
Cancellations made less than 24 hours before the confirmed pickup time are not eligible for a refund under our standard cancellation conditions.
This is because a vehicle and driver may already have been reserved and operational arrangements completed for your journey.
However, the special airline cancellation exception described below will continue to apply where its requirements are met.
Nothing in this policy removes any refund or remedy required by applicable law.
6. Full Refund for Airline Flight Cancellations
We understand that airline cancellations are sometimes beyond a customer’s control.
If your airline cancels your flight before your booked airport transfer begins, we will provide a 100% refund for the affected airport transfer.
This applies even when the airline cancellation occurs within 48 hours of the scheduled pickup time.
To request a full refund following a flight cancellation:
- Contact our team as soon as possible.
- Provide your booking details and flight number.
- Share an airline cancellation notification or other reasonable evidence of the cancellation.
- Our team will verify the information and arrange the applicable refund.
Alternatively, customers may request to reschedule their transportation to a new flight date, subject to availability.
Customers are not required to accept rescheduling instead of their eligible full refund.
This exception applies to genuine airline-cancelled flights, not ordinary voluntary changes to personal travel plans.
7. Flight Delays and Airport Waiting
A flight delay does not automatically cancel your taxi reservation.
If your flight is delayed, we will make reasonable efforts to adjust the pickup arrangements to your new arrival time.
For airport pickups, up to 5 hours of complimentary waiting time after the flight’s actual arrival is included in the confirmed fare.
No extra waiting charge applies during this included period.
Please keep our team informed of any changes to your flight details whenever possible.
If your flight is cancelled rather than delayed, you may request the 100% refund described in Section 6.
8. How to Cancel Your Reservation
Customers may submit cancellation requests through our official email address or WhatsApp contact.
Step 1 – Contact Our Team
Email info@srilankataxianddriver.com or send a message to our official WhatsApp number.
Step 2 – Provide Your Booking Information
Include:
- Your full name.
- Booking reference, if available.
- Pickup date and time.
- Pickup and drop-off locations.
- Contact details associated with the reservation.
Step 3 – Cancellation Verification
Our team will review the cancellation request and check the time it was received against the scheduled pickup time.
Step 4 – Refund Confirmation
We will inform you of the applicable refund amount and available refund arrangements.
A cancellation is considered submitted when the request is received through one of our official communication channels. The refund eligibility period is based on the time we receive the request, not the time our team replies.
We recommend keeping a copy of your cancellation message.
9. Refund Processing Time
Approved refunds will be initiated within 7 business days after approval.
We aim to complete the required verification and refund arrangements as quickly as reasonably possible.
The time required for the funds to appear in your account may depend on your bank, payment provider, payment method, or international transaction processing requirements.
Business days exclude weekends and applicable public holidays in Sri Lanka.
We will assist customers with relevant refund information when requested.
10. Available Refund Methods
We aim to return approved refunds using a safe, practical, and reasonably available payment method.
Depending on the original transaction and available facilities, refunds may be arranged through:
- Bank transfer.
- The original payment method, where supported.
- Another mutually agreed and appropriate refund method.
The method will be communicated and agreed upon during the refund process where necessary.
Customers may be asked to provide the necessary payment details to receive their refund.
We will not deduct an additional cancellation or refund administration fee from the amount owed under this policy.
Independent bank charges or currency conversion differences may apply outside our control. Any such limitations will be explained where relevant.
11. No-Show Policy
A no-show occurs when a passenger fails to arrive at the confirmed pickup location without appropriate communication or cancellation.
Examples include:
- Failing to appear at the agreed pickup point.
- Leaving the pickup location without contacting our team.
- Providing no response to reasonable attempts to establish contact.
- Failing to arrive within the applicable agreed waiting arrangements.
Confirmed no-show bookings are generally non-refundable.
For airport transfers, we will consider the flight’s arrival information, the included airport waiting period, and relevant customer communications before determining whether a no-show has occurred.
Our standard airport pickup service includes up to 5 hours of complimentary waiting after the flight’s actual arrival.
12. Booking Changes and Rescheduling
Customers may request changes to their pickup date, pickup time, destination, or vehicle category.
We will try to accommodate reasonable requests whenever possible.
Rescheduling is subject to:
- Driver availability.
- Vehicle availability.
- Operational feasibility.
- Any relevant changes to the transportation requirements.
If the revised arrangement requires a different price, we will provide the updated quotation before confirming the change.
A request to reschedule does not automatically guarantee a new booking date or cancel the original reservation.
Changes are effective only when confirmed by our team.
If the requested change cannot be accommodated, the applicable cancellation conditions will be determined using the original confirmed booking and the time the request was received.
13. Cancellation by Sri Lanka Taxi & Driver
We make every reasonable effort to provide confirmed transportation services as agreed.
However, unexpected operational difficulties may occasionally arise, including driver emergencies or vehicle breakdowns.
Where possible, we will arrange a suitable alternative vehicle or driver.
If we are unable to provide the confirmed service and you do not accept the alternative offered, you will receive a 100% refund for the affected service.
Customers will not be required to accept a travel voucher or credit instead of an eligible refund.
14. Severe Weather and Unforeseen Circumstances
Passenger safety is our priority.
Exceptional circumstances such as severe flooding, landslides, natural disasters, unsafe road conditions, or government restrictions may occasionally prevent transportation services from operating safely.
If such circumstances prevent us from providing the agreed journey, we will make reasonable efforts to arrange an alternative or reschedule the service.
If we cancel the transportation and cannot provide an acceptable alternative, we will issue a full refund of the amount paid for the affected service.
Customers should contact our team promptly if an emergency affects their travel plans.
Any cancellation made directly by the customer will be assessed under the applicable cancellation conditions, subject to mandatory legal rights and any separately agreed exception.
15. Duplicate Payments and Incorrect Charges
If a customer has accidentally paid twice for the same booking or has been charged more than the agreed amount, we will review the relevant payment information.
After verification, any duplicate payment or incorrect overcharge will be refunded in full.
Customers may be asked to provide payment receipts or transaction references to help resolve the issue.
16. Non-Refundable Circumstances
Unless otherwise required by applicable law or covered by an exception expressly stated in this policy, refunds are not normally provided for:
- Cancellations made less than 24 hours before pickup.
- Confirmed passenger no-shows.
- Transportation services already completed as agreed.
- Voluntary cancellation of a service after transportation has commenced.
- Services that cannot proceed because of serious passenger misconduct or unlawful activity.
These conditions do not remove a customer’s legal rights where a service is not delivered as agreed or where a refund is otherwise legally required.
17. Refund Complaints and Disputes
We aim to handle all refund requests fairly and professionally.
If you believe a cancellation charge or refund decision is incorrect, please contact our support team.
Email: info@srilankataxianddriver.com
Please include your booking details and a description of the issue.
We will review the available information and work toward a reasonable resolution.
Customers retain their rights under applicable consumer protection laws.
18. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time.
Any changes will be published on this page with an updated date.
The terms agreed to when a reservation was confirmed will continue to apply to that booking unless a change is mutually agreed upon or required by law.
19. Contact Us
For booking cancellations, refund requests, or questions regarding this policy, please contact:
Sri Lanka Taxi & Driver
Website: https://srilankataxianddriver.com/
Email: info@srilankataxianddriver.com
WhatsApp / Phone: +94 77 044 0801
Business Address: NO.271/1 Godapola, Kandy
Our team is available to assist with transportation bookings, cancellation inquiries, and refund arrangements.
Travel with confidence. Sri Lanka Taxi & Driver offers clear cancellation conditions, a 48-hour full refund guarantee, and fair refund arrangements for verified airline flight cancellations.