Refund Policy
Last updated: August 2026
✅ Free cancellation up to 7 days
You can cancel your booking free of charge up to 7 days before the service date. No fees will be retained.
This policy explains the booking, deposit, cancellation and refund conditions for our services (private transfers, rentals with driver and other services).
1. Booking and cancellation conditions (per service)
- • Deposit: 50% of the amount to confirm the booking.
- • Balance: to be paid no later than 7 days before the service date.
- • Cancellation: free up to 7 days before the service date.
- • Between 7 days and 72h: 50% of the amount is retained.
- • Less than 72h: 100% of the amount is retained.
2. No-show
- • Definition: a no-show is failing to appear at the pickup point at the agreed time, without having cancelled.
- • Consequence: in case of no-show, no refund is made (100% of the amount is retained).
- • Grace period: the driver waits 15 minutes beyond the agreed time before considering the booking unfulfilled. After this period, he may leave.
- • Contact the driver: if you expect a delay of more than 15 minutes, contact us immediately via WhatsApp — we will do our best to maintain the service (subject to availability).
3. Special cases
- • Cancellation by BonjourMalaisie: if we cancel (vehicle unavailable, driver absent), you are fully refunded or an alternative service is offered.
- • Booking modification: date/time change accepted free of charge up to 7 days before, subject to availability.
- • Wrong pickup address: if the indicated address is incorrect and the driver waits, additional waiting time is charged beyond 15 minutes (vehicle hourly rate).
- • Flight or ferry delay: we track flight/ferry delays in real time for airport transfers. If your flight is delayed, we adjust the pickup time free of charge — inform us via WhatsApp as soon as possible.
- • Booking for a third party: if you book for someone else (family, guest), you remain responsible for payment and cancellation conditions. Indicate the passenger name at booking.
- • Child and baby seat: for safety reasons, children must be in an appropriate seat. Specify your needs at booking (seat available on request).
4. Refund timelines
- • Refunds are processed within 5-10 business days.
- • The refund is credited to the payment method used at booking.
- • For card payments, the delay may depend on your bank (2-10 business days).
5. How to request a refund
- • Send your request to contact@bonjourmalaisie.com or via WhatsApp, with your booking number.
- • Specify the reason for cancellation and your contact details.
- • Our team processes your request within 48 business hours.
6. Exceptions
- • Bookings for special services (events, custom itineraries) may be subject to specific cancellation conditions communicated before booking.
- • In case of force majeure (extreme weather, road closures), a full refund is offered if the service cannot be performed.
Questions: contact@bonjourmalaisie.com — we respond within 48 business hours.