Cancellation Policy

1. Introduction

At FH Transfer, we understand that travel plans may change unexpectedly.

Our Cancellation & Modification Policy is designed to provide a fair balance between customer flexibility, operational planning, and the availability of our independent transportation partners.

FH Transfer operates as a digital booking and coordination platform and organizes transportation services through licensed partner companies.

2. Free Cancellation

Standard bookings may generally be canceled free of charge up to:

• 12 hours before the scheduled pickup time

For the cancellation to be valid, it must be submitted and confirmed in written form.

Accepted cancellation methods:

• Email
• WhatsApp (Chat)
• Website contact or booking system

Telephone cancellations are not accepted.

3. Late Cancellations

For cancellations made:

• less than 12 hours before pickup
• or after driver dispatch/preparation

FH Transfer reserves the right to charge:

• up to 100% of the booking amount

This applies because vehicles, drivers, and operational resources are already reserved and coordinated.

4. No-Show Policy

A booking will be classified as a No-Show if:

• the customer does not appear at the agreed pickup location
• the customer cannot be reached via the provided contact details
• the customer leaves the airport or pickup location without communication
• delays exceeding 30 minutes are not communicated

In such cases:

• 100% of the booking amount may be charged
• refunds are generally excluded

5. Airport Pickups, Flight Delays & Flight Cancellations

If a valid flight number is provided:

• flight arrivals are monitored automatically
• pickup times may be adjusted accordingly

Airport pickups generally include:

• driver arrival approximately 30 minutes after landing
• up to 60 minutes free waiting time

If customers travel with hand luggage only, this must be communicated in advance through:

• booking comments
• WhatsApp
• chat
• or email

In such cases, earlier pickup coordination may be possible.

If a flight is delayed or canceled:

• customers must inform FH Transfer immediately
• we will attempt to reschedule the transfer depending on availability

Additional charges may apply for major schedule changes or reorganization.

6. Group Bookings, VIP Services & Long-Distance Transfers

For:

• group bookings
• multiple vehicle reservations
• VIP services
• event transportation
• long-distance rides (150+ km)

special cancellation conditions may apply.

Unless otherwise agreed:

• free cancellation up to 24 hours before pickup
• cancellations within 24 hours may incur up to 100% charges

7. Booking Modifications

Changes to bookings may be possible depending on availability.

This includes:

• pickup time changes
• address changes
• flight number updates
• vehicle category changes
• passenger or luggage adjustments

Modification requests must be submitted as early as possible via:

• Email
• WhatsApp (Chat)
• Booking system

FH Transfer cannot guarantee modifications for last-minute requests.

8. Refunds

Approved refunds are generally processed through the original payment method.

Refund processing times may vary depending on:

• payment provider
• banking system
• transaction method

FH Transfer may withhold refunds while complaints, disputes, or operational reviews are being investigated.

9. Special Circumstances & Force Majeure

FH Transfer and its partner companies are not responsible for delays, cancellations, or operational failures caused by circumstances beyond reasonable control.

This includes:

• severe weather conditions
• strikes
• airport restrictions
• accidents
• road closures
• technical failures
• government measures
• force majeure events

10. Communication Requirements

Customers are responsible for:

• providing accurate contact details
• remaining reachable during active bookings
• informing us immediately about delays or changes

Failure to communicate important changes may affect eligibility for refunds or free modifications.

11. Contact for Cancellations & Changes

All cancellation or modification requests must be submitted in written form via:

• Email: info@fh-transfer.de
• Website: www.fh-transfer.de
• WhatsApp (Chat): +49 174 879 0930

Telephone support may be available for operational assistance, but phone cancellations are not valid.

12. Final Provisions

FH Transfer reserves the right to update or modify this policy at any time.

The latest version published on the website shall apply.