Cancellation & Refund Policy — GoToo Trips & Transfers
RNAVT 10586 · Licensed travel operator in Portugal
Plans change, and a booking should bend without breaking. The terms below are kept clear and fair, and they apply to all GoToo services — private transfers, day trips, shore excursions and chauffeur bookings. Separate cancellation terms are set out for individual vehicles and for group vehicles, since the two carry very different commitments.
Booking & Payment
A booking is confirmed once a deposit is paid online. The deposit can be set between 10% and 100% of the total price at checkout, and is processed securely by Apple Pay, Google Pay, credit card, Multibanco or MB Way.
How the remaining balance is paid depends on the vehicle booked:
- Cars & vans (up to 8 passengers): the balance is paid directly to the driver on the day of the service, in cash or by a secure payment link.
- Minibuses & coaches (group bookings, 9 or more passengers): the full balance must be paid no later than 15 days before the service or event date. Where the balance is not received within this period, GoToo reserves the right to cancel the booking and retain the deposit.
Cancellation — Cars & Vans (up to 8 passengers)
- Free cancellation up to 24 hours before pickup. The amount paid online is refunded in full, or, if preferred, issued as a 100% credit voucher valid for 12 months.
- Less than 24 hours before pickup, or no-show: the deposit is not refunded. As the balance is paid to the driver on the day, nothing further is charged.
Cancellation — Minibuses & Coaches (group bookings, 9+ passengers)
The deposit secures the vehicle and is non-refundable. Because group vehicles are reserved — and often subcontracted — well in advance, the following terms apply. All cancellation requests must be submitted in writing to geral@gotoo.pt, and the effective time is when receipt is acknowledged.
| When you cancel | What is charged |
|---|---|
| More than 14 days before | Deposit only (transferable to a future date on request) |
| 14 days or fewer before, or no-show | 100% of the total price (total loss) |
Rescheduling
Rescheduling is possible subject to availability — up to 24 hours before the service for cars and vans, and up to 14 days before for group bookings. A date change may involve a price adjustment where the new date falls in a different tariff period.
Cancellation by GoToo
In the rare event that a service has to be cancelled on our side — due to force majeure, vehicle unavailability, or safety reasons — you may choose to reschedule at no extra cost or receive a full refund of all amounts paid. You will always be contacted as early as possible.
Refund Processing
- Refunds are processed within 10 working days after confirmation, to the original payment method whenever possible.
- The following are non-refundable in all circumstances: payment processing fees, bank charges, and currency exchange differences.
No-Show
Where a passenger does not appear at the agreed pickup location within the included waiting time and cannot be reached, the service is treated as a no-show, and no refund is issued. Please keep your phone on after landing or departure, and check for WhatsApp messages from our team.
Questions?
Our team is available 24/7, before, during and after your trip.
📧 geral@gotoo.pt
💬 WhatsApp +351 932 275 689
📍 Avenida Combatentes do Ultramar 105 RC, 2715-776 Lameiras, Sintra, Portugal