Refund policy

At Kasma, we provide private ride booking and transportation-arrangement services. As our products are services rather than physical goods, returns are not applicable. However, cancellations and refunds may be available under the conditions below.

1. Types of Payments

The amount shown on a service page may represent:

The full ride price;
A booking deposit;
A reservation fee;
A request-processing fee; or
A starting price that will be adjusted after the trip details are reviewed.

The exact payment type will be stated on the relevant service page or booking confirmation.

2. Custom Ride Request Fee

The €0.90 Custom Ride Request fee covers the review and processing of the customer’s request.

After receiving the request, our team will review the trip details and contact the customer to discuss availability, pickup time, vehicle requirements and the final ride price.

The €0.90 fee does not include the cost of transportation and does not guarantee that a suitable ride will be available.

The processing fee is non-refundable once our team has started reviewing the request or has attempted to contact the customer.

A refund may be issued where:

The payment was charged more than once;
A technical error prevented us from receiving the request; or
Kasma was unable to begin processing the request.

3. Cancellation of Confirmed Rides

Unless different cancellation terms were clearly communicated before booking, the following policy applies:

More than 24 hours before pickup: Full refund of the ride amount.
Between 6 and 24 hours before pickup: 50% refund.
Less than 6 hours before pickup: No refund.
Failure to appear at the pickup location: No refund.

Request-processing fees, payment-processing fees and other fees already used to arrange the booking may be non-refundable where legally permitted.

Some independent transportation providers may have different cancellation conditions. Where this applies, the provider’s conditions will be communicated before the customer confirms the booking.

4. Booking Changes

Customers may request changes to the pickup time, pickup location, destination, passenger count or vehicle requirements.

Changes are subject to availability and may result in an additional charge. A requested change is not confirmed until Kasma or the transportation provider confirms it in writing.

5. Late Arrival and No-Show

The customer must be available at the agreed pickup location and reachable using the contact information provided during booking.

The included waiting time will be communicated in the booking confirmation. Additional waiting time may be charged.

A booking may be treated as a no-show where:

The customer is not present after the included waiting period;
The customer cannot be reached;
The pickup information is incorrect; or
The customer leaves the pickup location without informing us.

6. Airport Transfers

Customers must provide accurate flight information when booking an airport transfer.

Where flight-monitoring is available, the pickup time may be adjusted based on the actual flight arrival time. Kasma cannot guarantee flight monitoring where the customer provides an incorrect or incomplete flight number.

7. Cancellation by Kasma or the Transportation Provider

Where a confirmed ride cannot be provided and no suitable alternative is accepted by the customer, the customer will receive a refund for the unprovided service.

We are not responsible for additional expenses such as replacement transport, missed flights, accommodation or event tickets, except where liability cannot legally be excluded.