Effective Date: 23 July 2026

This Cancellation & Refund Policy applies to all services provided by Shadow Chauffeur & Limousines, a trading name of SCL Executive Transfers e.U.

1. General
By making or confirming a booking, the customer accepts this Policy and the applicable Terms & Conditions.

2. Deposit
Unless otherwise agreed, a minimum 20% deposit is required to confirm a booking. The remaining balance is payable before or at the commencement of the service unless agreed otherwise.

3. Cancellation Policy
Airport & City Transfers
• Free cancellation up to 24 hours before pickup.
• 24–6 hours before pickup: 50% cancellation fee.
• Less than 6 hours before pickup: 100% of the booking amount is payable.

Day Trips, Hourly Chauffeur & Custom Services
• Free cancellation up to 48 hours before pickup.
• 48–24 hours before pickup: 50% cancellation fee.
• Less than 24 hours before pickup: 100% of the booking amount is payable.

4. Amendments & Rescheduling
Changes are subject to availability and written confirmation. Bookings rescheduled within 48 hours of the original pickup become final and are not eligible for cancellation or refund. Additional charges may apply.

5. No-Show
Bookings are treated as no-shows if the customer does not appear within the complimentary waiting time, cannot be contacted, leaves without notifying the driver, or provides incorrect pickup details. No-shows are fully chargeable and non-refundable.

6. Complimentary Waiting Time
Airport: 60 minutes from actual landing time.
Train Station: 30 minutes.
All other services: 15 minutes.
Additional waiting time is subject to driver availability and may incur extra charges.

7. Flight Delays
Flight arrivals are monitored where valid flight details are provided. Reasonable delays will be accommodated where operationally possible. Significant delays may require additional charges or alternative arrangements.

8. Custom Services
Deposits and costs already incurred for hotels, restaurants, tickets, security services, third-party suppliers or other special arrangements may be partially or fully non-refundable.

9. Refunds
Approved refunds are returned to the original payment method within approximately 5–10 business days. Non-recoverable payment processing or third-party costs may be deducted.

10. Force Majeure
Shadow Chauffeur & Limousines is not liable for delays or service disruptions caused by severe weather, traffic, accidents, strikes, government restrictions, border controls, natural disasters or other events beyond reasonable control.

11. Right to Refuse Service
Service may be refused without refund where customers behave abusively, unlawfully, exceed passenger or luggage limits, or endanger safety. Damage or extraordinary cleaning costs may be charged.

12. Limitation of Liability
The company is not liable for missed flights, appointments, indirect losses or consequential damages. Customers are responsible for allowing sufficient travel time.

13. Governing Law
This Policy is governed by Austrian law. Consumer rights under mandatory legislation remain unaffected.

14. Contact
Cancellation requests must be submitted through our official communication channels and become effective only after written confirmation.

By confirming a booking, the customer confirms acceptance of this Policy and the applicable Terms & Conditions.