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Cancellation policy

Cancellation Terms for Shuttle Service Operations
of MWM Solutions GmbH

(last update: 11.09.2024)

1. Cancellations or terminations are only valid if made in writing.
Verbal cancellations shall only become effective once confirmed by the contractor. In the event of cancellation by the customer, any costs already incurred may be invoiced. This also applies if the customer does not commence the journey in accordance with the contract, even if the customer is not at fault.

2. The flat-rate entitlement to cancellation fees for standard transfer services is defined as follows:

  • Cancellations up to 48 hours before the start of the assignment: free of charge

  • Less than 48 hours before the start: 50% of the order value

  • Less than 12 hours before the start: 100% of the order value

3. For events and functions
(applicable when more than three vehicles/chauffeurs are deployed), the following cancellation rules and fees apply:

  • Cancellation more than 14 days before the start of the event: 10% of the order value

  • 7 days before the start of the event: 50% of the order value

  • Less than 7 days before the start of the event: 100% of the order value

Individual agreements are possible and must be documented in writing.

4. For hourly bookings (more than 3 hours), the following cancellation rules and fees apply:

  • Cancellation by the customer up to 72 hours (3 days) before the start of the assignment: free of charge

  • Cancellation by the customer less than 72 to 24 hours before the start of the assignment: 50% of the order value

  • Cancellation by the customer less than 24 hours before the start of the assignment: 100% of the order value

5. If the respective chauffeur is already en route to the customer, or if the customer fails to appear at the agreed pick-up location at the agreed pick-up time (no-show), a cancellation fee of 100% will be charged.

6. Cancellation by MWM Solutions GmbH

MWM Solutions GmbH reserves the right to cancel an assignment for the following reasons:

  • Unavailability of the requested vehicle due to damage, repairs, or maintenance work.

  • Non-payment or insufficient payment by the customer.

  • Unforeseeable circumstances such as natural disasters or strikes.

  • The customer has provided incorrect information at the time of booking.

  • The customer behaves in an inappropriate or disrespectful manner toward the driver or the company.

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