Please read these terms before confirming your transfer. We try to act fairly and take unexpected situations into account whenever possible.
Quick Summary
Booking is confirmed after payment or an agreed deposit.
Free cancellation is available more than 48 hours before the agreed pickup time.
For cancellation 24-48 hours before pickup, 50% of the paid amount may be refunded.
For cancellation less than 24 hours before pickup, no refund is provided.
Flight delay is not treated as cancellation when the correct flight number was provided.
For airport pickups, the client must provide the correct flight number.
How to Book a Transfer
To arrange a transfer, please send us the details needed to check availability and price.
Please include your name and contact details, travel date and time, pickup point, destination, number of passengers, luggage details and any special requirements.
For airport transfers, please also provide the correct flight number. This helps us track delays and adjust the pickup time whenever possible.
Sending a request does not automatically guarantee that a vehicle is available. The booking is confirmed only after we agree the route and price, confirm vehicle availability and receive payment or an agreed deposit.
Booking Confirmation and Payment
A booking is considered confirmed only after we agree the route and price, confirm vehicle availability, receive payment or an agreed deposit, and send written confirmation to the client.
Confirmation may be sent by Telegram, email or another communication channel agreed with the client.
Unless agreed otherwise, full prepayment is required to confirm the transfer.
The final price is confirmed before payment. It may depend on the route, vehicle type, pickup time, waiting time, toll roads, parking fees, additional stops, child seats or oversized luggage.
We do not use hidden charges. Any additional costs are discussed with the client in advance whenever possible.
Cancellation by the Client
If the client cancels more than 48 hours before the agreed pickup time, 100% of the paid amount is refunded.
If the client cancels 24-48 hours before the agreed pickup time, 50% of the paid amount may be refunded.
If the client cancels less than 24 hours before the agreed pickup time, no refund is provided.
If the driver has already left for the pickup location, no refund is provided, even if the cancellation message is sent before the pickup time.
In some individual cases, MyHalong may offer a trip reschedule or partial refund after checking the situation with the transport partner.
Booking Changes
Changes to the date, time, route, number of passengers or vehicle type are possible only if suitable transport is available.
Please tell us about any changes as early as possible. We recommend contacting us at least 24 hours before the agreed pickup time.
If the change increases the price, the client must pay the difference before the trip starts.
If the changed booking cannot be completed, the cancellation rules may apply.
Flight Delay or Rescheduled Flight
For airport transfers, the client must provide the correct flight number when making the booking.
If the flight is delayed, the transfer will be adjusted to the actual arrival time whenever possible. A flight delay is not treated as a client cancellation if the correct flight number was provided.
The client should inform MyHalong as soon as possible if the flight number changes, the flight is moved to another flight, the flight is cancelled or the arrival time changes significantly.
If the client does not provide a flight number or provides incorrect flight information, extra waiting time or a second vehicle dispatch may be charged separately.
Waiting Time and No-Show
The free waiting time is confirmed to the client before the booking is completed.
After the free waiting period ends, an additional waiting fee may apply.
A booking may be treated as a no-show if the client does not appear at the agreed pickup location, does not respond through the provided contact details, gives incorrect pickup time or location, or leaves by another transport without informing MyHalong.
In case of a client no-show, no refund is provided.
Cancellation by MyHalong or the Transport Partner
If the transfer cannot be completed because of MyHalong or the transport partner, the client will be offered a suitable alternative vehicle, a trip reschedule or a full refund of the paid amount.
MyHalong’s responsibility is limited to the amount paid for the service, except where applicable law requires otherwise.
We will always try to inform the client as early as possible and help find a practical solution.
Refund Process
Refunds are usually made using the same payment method that was used for the original payment, unless another method is agreed with the client.
MyHalong initiates the refund within 5 business days after the refund amount is confirmed.
The actual time for the money to arrive depends on the bank, payment system or payment method and may take additional time.
Bank or payment system fees that are not returned by the payment provider may be deducted from the refund amount. The client will be informed about this in advance whenever possible.
Force Majeure
MyHalong and the transport partner are not responsible for delay or inability to complete the trip caused by circumstances outside reasonable control.
This may include dangerous weather conditions, flooding, natural disasters, road closures, government decisions, public disorder, accidents, emergencies or other force majeure events.
In such situations, we will try to reschedule the trip, find an alternative option or agree on a fair partial or full refund, taking into account the actual costs already incurred.
Contact Us
To cancel or change a booking, please contact MyHalong through the official communication channel used for your booking.
For the fastest response, message @myhalong on Telegram. You can also email contact@myhalong.com.