1. Scope
This Refund Policy applies to payments made to cealio (Tavaktech LTD, Office 106, 9 Brewers Lane, Richmond, Surrey, TW9 1HH, UK, Company No. 16563260) for Bookings on the Platform. Contact: hello@cealio.com.
It should be read with the Purchase Agreement, Passenger Transport Agreement, Terms of Use, and the specific cancellation policy attached to your Booking (which may define hours-before-pickup thresholds and refund percentages).
2. Core rule: completed transfers are not refundable
If the transfer or hourly hire has been performed / completed (Passengers were picked up and the service was delivered as arranged, or the ride was ended after commencement), no refund is available, including for dissatisfaction with traffic conditions, subjective comfort preferences, or change of plans after the ride started.
Partial goodwill credits, if ever offered, are discretionary and do not create a right to refund for completed services.
3. Cancellations before performance
3.1 How to cancel
Cancel through your cealio account Booking page or by contacting support with your Booking reference. The timestamp recorded in cealio systems is decisive.
3.2 Policy-based refund percentage
Each Booking is linked to a cancellation policy (for example, full refund if cancelled more than X hours before pickup; partial refund inside a mid window; no refund inside a late window). The preview shown in your account (estimated fee / estimated refund) is indicative.
3.3 No automatic refunds
Eligible refunds are not paid out automatically. Cancellation triggers a manual review by cealio operations/finance. After approval, refunds are initiated to the original payment method.
3.4 Missed windows
If you cancel after the last refundable window, or fail to cancel and do not travel, the fare is generally non-refundable.
4. No-shows and passenger-caused non-performance
No refund (unless mandatory law requires otherwise) where:
- Passengers are not present within the included waiting time (no-show);
- Passengers refuse a vehicle that matches the booked class and stated capacity;
- Passenger count / luggage exceeds what was booked and boarding is refused for safety;
- Undeclared pets or prohibited items cause refusal;
- Incorrect address, wrong airport terminal, missing/invalid flight number, or unreachable phone causes failure;
- Passengers miss the vehicle after the included wait;
- The Customer cancels after the driver has already been dispatched within a non-refundable window.
5. Situations that may qualify for refund or rebooking
cealio may approve a refund, partial refund, or free rebooking after review when:
- Double charge or technical payment duplication is proven;
- cealio or the assigned Carrier fails to perform without a timely replacement, for reasons not attributable to the Passenger;
- The wrong major vehicle class is sent and the Passenger reasonably refuses before departure;
- A Booking is cancelled by cealio for operational impossibility not caused by the Customer;
- Mandatory consumer law requires a remedy in the specific case.
Documented alternative transport costs for a missed flight caused solely by proven defective performance may be considered within any cap communicated by support and only with original receipts.
6. Quotes and unpaid drafts
Cancelling an unpaid draft or declining a quote does not generate a refund. If a deposit was taken for a quote product, deposit handling will be stated in the quote.
7. How to request a refund
- Use in-app cancellation where available, or email hello@cealio.com with Booking reference, reason, and supporting evidence.
- cealio reviews eligibility against the Booking’s cancellation policy and this Refund Policy.
- You will be notified of the decision. Approved amounts are returned to the original payment method only.
We may request identity or payment verification before releasing funds.
8. Processing times
After approval, card refunds typically appear within 5–10 business days (sometimes longer depending on the issuer). Other methods may vary. cealio controls the initiation date, not the bank’s posting delay.
9. Chargebacks
Filing an unjustified chargeback without first contacting cealio may result in account suspension and evidence being provided to the payment network. Please contact support first for eligible issues.
10. Account termination
If an account is suspended for fraud or abuse, refund eligibility is determined case-by-case; completed services remain non-refundable.
11. Changes
We may update this Policy for future Bookings. The version linked at checkout applies to that Booking.
12. Contact
hello@cealio.com Tavaktech LTD · Office 106, 9 Brewers Lane, Richmond, Surrey, TW9 1HH, UK