Terms of Service

ELARO is the customer brand and AXO-8 is the business brand behind this service. The registered business is identified below. ELARO coordinates your booking and customer support; our local transport partner supplies the vehicle and driver and performs the transfer.

A request is not a confirmed ride. We first check availability and agree the customer offer, including the route, pickup, vehicle class and total price. A material alternative requires your agreement before payment.

Your booking is confirmed when ELARO's booking record is confirmed after verified payment and the operational and commercial checks. Your private booking page displays that confirmation. Email communicates it; email delivery is not another approval. A Checkout return or a payment held for operational review is not a confirmed ride.

The standard payment deadline is four hours before the agreed pickup. You may still send an urgent request inside four hours, but availability and a confirmed ride are not guaranteed. A payment verified after the service deadline requires review and does not by itself confirm the ride.

Review the route, pickup date and time in Thailand time, vehicle class, passenger and luggage requirements, add-ons and total price before accepting and paying. Tell us promptly about incorrect details or changed flight information. An English-speaking driver request is subject to availability and costs an additional 250 THB when included in the agreed offer.

The Cancellation & Changes information below forms part of these Terms. No material service or price change is charged without disclosure and your agreement. Keep your booking contact method available around pickup.

Before a new payment session is created, you accept the Terms and Cancellation & Changes information for the displayed offer. We retain that policy version and offer with the time and method of acceptance. Later edits do not silently replace your accepted agreement. Material changes require appropriate agreement before payment. You can save or print the version linked from your booking page.

Contact ELARO Support about booking changes, complaints, pickup problems or refunds. ELARO coordinates with our local transport partner. Nothing in these policies removes rights or remedies that cannot lawfully be excluded.

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.

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