Cancellation and Refunds

Refund tiers

Refunds are tiered by how long before pickup you cancel; the current tiers are those shown on the booking page and your order page. No refund once the driver has set off. If we cannot supply a vehicle for a reason attributable to us, you are refunded in full. In special circumstances such as severe weather or a delayed or cancelled flight, please contact customer service and we will review it case by case.

The hours and percentages come from the same source as the booking page and your order page; what the page shows when you book applies.

How to cancel yourself

Not for online bookings. Cancel on your “My order” page yourself and it is settled on the spot under the cancellation rules, and any refundable amount goes back to your original payment method; when the money reaches your account is up to the payment platform. The hours and percentages that apply are shown on your order page.

Open My order

How the refund is paid

Refunds are handled by Midsky and go back to the payment method you used; when the money reaches your account is up to the payment platform.

Rescheduling

If you want to change the time or route rather than cancel, just leave a message in the chat on your order page.

One free reschedule is allowed more than 24 hours before the service time. For other changes, notify us as early as possible; they are coordinated subject to itinerary, vehicle and cross-border availability.

Waiting and no-shows

If the driver arrives at the agreed location and cannot contact the passenger, the driver will wait free of charge for 15 minutes. If contact still cannot be made after that period, the booking is treated as a no-show and handled as a cancellation. Longer waiting can be arranged if the passenger gives advance notice. Please refer to the service terms and the quotation or order confirmed by both parties.

Airport pickups include 1 hour of free waiting, counted from the flight's actual landing time. If the flight number was provided at booking, Midsky bears the risk of flight delay. Waiting beyond the free waiting time is charged in 30-minute units; the rate depends on the airport (Hong Kong, Macau or mainland China) and is confirmed in the written quote. The no-show rule above (15 minutes) does not apply to airport pickups.