Cancellation Policy

Applies to all advance bookings: airport transfers, taxi reservations, PR1, hikes and levadas, island tours, cruise tours, Create Your Own Tour and accessible taxi.

• 24 hours or more before pick-up (including exactly 24 hours): you may cancel and receive a refund of your deposit, minus €10 covering payment processing and refund transaction costs. Example: €45 deposit → €35 refunded. The refund is never less than €0.
• Less than 24 hours before pick-up: no refund. The deposit is non-refundable.
• Official closures or severe weather: if the service cannot be safely provided due to an official trail or road closure, or severe weather conditions, you receive a full refund without deductions, after verification by our team.

Situations after the scheduled time are reviewed by our team.

These rules apply only to Taxi Now, not to advance bookings:

• Up to 5 minutes after booking: 100% refund.
• More than 5 and up to 10 minutes after booking: 50% refund.
• More than 10 minutes after booking: no refund.

Cancellations must be sent by WhatsApp, phone or email, always quoting the booking reference. The cancellation time is the moment Your Taxi Madeira receives your message.

Refunds are made to the payment method used for the booking and may take a few business days to appear, depending on your bank or payment provider.

If the service cannot be provided due to force majeure (weather, closed roads, breakdown or vehicle unavailability), you receive a full refund of the amount paid or an offer to reschedule.

If, for reasons attributable to the company, the driver has not reached the agreed pickup point by 30 minutes after the scheduled time, you are entitled to a full refund of the amount paid, following Admin verification.

If the driver is at the correct point at the scheduled time and remains available for at least 30 minutes, customer withdrawal or non-attendance gives no automatic refund.

Poor mobile coverage, including Achada do Teixeira, and delayed WhatsApp delivery do not prove driver absence. For a disputed pickup, Admin checks driver records and customer messages; a customer reporting that they were waiting is not automatically classified as a no-show. The assistant neither promises nor refuses a disputed refund.

For Achada do Teixeira pickups, known driver identification, taxi number and the saved meeting-point pin are shown in advance when available. Missing information is confirmed by our team.