Cancellation & Changes

Cancellation windows are measured against the agreed pickup time in Thailand time. Email ELARO Support; the relevant time is when ELARO receives your cancellation, not when our team replies. support@goelaro.com

• At least 24 hours before pickup: 100% refund.
• At least 6 but less than 24 hours before pickup: 50% refund.
• Less than 6 hours before pickup: ordinarily no refund, subject to mandatory rights and individually approved exceptions.

Before payment, you can ask us to close your request; no customer payment has been collected for that request.

You may make one free rescheduling request at least 12 hours before the agreed pickup time, subject to confirmed availability. A changed route, vehicle class or materially different service may change the price. We will disclose the change and obtain your agreement before charging. Requests inside 12 hours are considered individually and are not guaranteed.

If the contracted transfer cannot be supplied and no acceptable replacement is agreed, we will refund the unprovided service. A materially different replacement requires your agreement.

Cancellation or refund approval is separate from submitting a refund to the payment provider and from the credit appearing in your account. Approved refunds use the original payment method under the payment provider's contract. Once a refund has been issued, the time it takes to appear depends on your bank or payment provider. If it is not visible after 28 calendar days, contact support@goelaro.com so we can trace it. These 28 days run from submission to the payment provider, not from your cancellation request. You may contact us earlier. This tracing point does not permit us to delay issuing a refund or override a shorter applicable obligation.

For the BKK–Pattaya pilot, airport pickup includes two hours of waiting from actual aircraft touchdown, not scheduled arrival. If actual touchdown is unknown, no waiting deadline is assumed. Hotel pickup includes 30 minutes from the scheduled pickup time. Stay in contact with ELARO during immigration or baggage delays. A reachable customer delayed by these procedures is not automatically a no-show after two hours. A flight delay alone is not customer no-show. Continued waiting and any customer charge require coordinated agreement with ELARO before they apply; direct payment to a driver is only by specific agreement. Passing a waiting deadline does not automatically cancel a ride or charge you. Tell ELARO promptly about flight changes; flight monitoring and replacement coordination are manual. Your retained accepted agreement continues to apply.

Email ELARO Support with your booking reference and a short description of what you need. For pickup help, include your current location and agreed pickup time. For an active-trip issue, use URGENT and your booking reference in the subject.

Policy version pilot-2026-09-28. Read, save or print this version.