Cancellation and Refund Overview

At Suisse Lines, we understand that travel plans can change unexpectedly. Our refund policy is designed to be fair and transparent while ensuring the sustainability of our premium transportation services. This policy outlines the conditions under which refunds are available and the process for requesting them.

We strive to accommodate our customers' needs while maintaining the high standards of service that define Suisse Lines. All refund requests are processed according to the terms outlined in this policy and are subject to the specific circumstances of each booking.

Please note that this refund policy applies to all bookings made through our website, mobile application, or directly with our customer service team. Third-party booking platforms may have different refund policies that supersede this policy.

Cancellation Time Frames

The refund amount depends on when you cancel your booking relative to your scheduled transfer time:

• More than 24 hours before pickup: Full refund minus a 5% administrative fee
• 12-24 hours before pickup: 75% refund of the total booking amount
• 6-12 hours before pickup: 50% refund of the total booking amount
• 2-6 hours before pickup: 25% refund of the total booking amount
• Less than 2 hours before pickup: No refund available
• No-show: No refund available

These time frames are calculated based on the scheduled pickup time in the local time zone of your departure location. For airport transfers, pickup time refers to the time our chauffeur is scheduled to meet you, not your flight departure time.

Cancellations must be submitted through our official channels (website, mobile app, or customer service) to be valid. Verbal cancellations or messages through unofficial channels will not be processed.

Refund Processing

Once your cancellation request is approved, refunds will be processed according to the following procedures:

• Credit Card Payments: Refunds will be credited back to the original payment method within 5-10 business days
• Bank Transfers: Refunds will be processed within 3-7 business days to the original account
• Digital Wallets: Refunds will be processed within 2-5 business days depending on the provider

Please note that the actual time for funds to appear in your account may vary depending on your financial institution's processing times. International transactions may take longer due to additional banking procedures.

All refunds will be issued in the same currency as the original payment. If currency exchange rates have fluctuated since your original booking, the refunded amount may differ slightly due to conversion rates applied by financial institutions.

You will receive an email confirmation once your refund has been processed, including the refund amount and expected timeline for the funds to appear in your account.

Non-Refundable Circumstances

Certain circumstances may result in non-refundable bookings or reduced refund amounts:

• No-show: Failure to appear at the designated pickup location without prior cancellation
• Late arrival: Arriving more than 15 minutes after the scheduled pickup time without notification
• Incorrect information: Providing incorrect pickup details, contact information, or flight details that result in service failure
• Intoxication or inappropriate behavior: Refusal of service due to passenger intoxication or inappropriate conduct
• Oversized luggage: Failure to declare oversized luggage that cannot be accommodated in the selected vehicle
• Exceeding passenger capacity: Bringing more passengers than the booked vehicle capacity

In cases where service cannot be completed due to circumstances beyond our control (such as road closures, severe weather, or government restrictions), we will work with you to reschedule your transfer or provide a full refund.

Special event bookings, peak season transfers, and custom tour packages may have different cancellation terms that will be clearly communicated at the time of booking.

Modification and Rescheduling

We understand that sometimes you may need to modify your booking rather than cancel it entirely. Suisse Lines offers flexible modification options:

• Date/Time Changes: Modifications made more than 12 hours before pickup are free of charge (subject to availability)
• Pickup/Drop-off Location Changes: Minor location changes within the same city are typically free; significant route changes may incur additional charges
• Vehicle Upgrades: You can upgrade to a larger or more luxurious vehicle by paying the difference in fare
• Passenger Count Changes: Reducing passenger count may result in a partial refund; increasing may require additional payment

Modifications made less than 12 hours before pickup are subject to availability and may incur a modification fee of 10% of the booking value. Last-minute changes (less than 2 hours before pickup) may not be possible due to operational constraints.

To request modifications, please contact our customer service team or use the modification feature in your booking confirmation email. All modifications must be confirmed by our team to be valid.

Force Majeure and Exceptional Circumstances

In cases of force majeure or exceptional circumstances beyond our control, special refund provisions apply:

• Natural disasters: Earthquakes, floods, severe storms, or other natural events
• Government restrictions: Travel bans, lockdowns, or emergency regulations
• Airport closures: Unexpected airport shutdowns or flight cancellations
• Major infrastructure failures: Road closures, bridge collapses, or significant traffic incidents
• Health emergencies: Pandemic-related restrictions or health advisories

In such circumstances, we will offer one of the following options:

• Full refund of your booking amount
• Credit voucher valid for 12 months with no additional fees
• Rescheduling to a later date at no additional cost

We will communicate with affected customers as soon as possible and provide clear options for resolution. Our customer service team will work individually with each customer to find the best solution for their specific situation.

Refund Methods and Timeline

Suisse Lines processes refunds through the following methods and timelines:

• Automatic Refunds: For cancellations made more than 24 hours in advance, refunds are typically processed automatically within 24 hours of cancellation
• Manual Review: Cancellations made within 24 hours or special circumstances require manual review, which may take 2-3 business days
• Disputed Refunds: Cases requiring investigation may take 5-10 business days to resolve

Refund processing times by payment method:

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 3-5 business days after processing
• Bank Transfer: 3-7 business days after processing
• Apple Pay/Google Pay: 2-5 business days after processing

For international payments, additional processing time may be required due to currency conversion and international banking procedures. We will provide tracking information for your refund so you can monitor its progress.

Dispute Resolution

If you disagree with a refund decision or have concerns about the refund process, Suisse Lines provides multiple avenues for dispute resolution:

• Customer Service Review: Contact our customer service team for a review of your case
• Management Escalation: Request escalation to management for complex cases
• Written Appeal: Submit a formal written appeal with supporting documentation
• Third-Party Mediation: For unresolved disputes, we may suggest third-party mediation services

When contacting us about a refund dispute, please provide:

• Your booking confirmation number
• Detailed explanation of the circumstances
• Any supporting documentation (emails, receipts, photos)
• Your preferred resolution

We are committed to resolving all disputes fairly and promptly. Most disputes are resolved within 5-7 business days of receiving all necessary information.

Contact Information for Refunds

For all refund-related inquiries, cancellations, or disputes, please contact us through the following channels:

• Email: refunds@suisselines.ch
• Phone: +41 44 500 50 50 (Available 24/7)
• Online: Use the cancellation feature in your booking confirmation email
• Customer Portal: Log into your account on our website to manage bookings

When contacting us, please have your booking confirmation number ready to expedite the process. Our customer service team is trained to handle refund requests efficiently and will guide you through the process step by step.

For urgent cancellations (within 2 hours of pickup), please call our 24/7 hotline directly to speak with a representative who can assist you immediately.

At Suisse Lines, customer satisfaction is our priority. While we have established clear refund policies to ensure fair treatment for all customers, we also understand that exceptional circumstances may arise. Our customer service team is always available to discuss your specific situation and find the best possible solution. We appreciate your understanding and look forward to serving your transportation needs.