Plans change — we understand. The terms below explain how cancellations, changes and refunds are handled across our chauffeur services, special bookings and prestige car rental. They are designed to be fair both to you and to the chauffeurs who set aside their time, and their vehicle, for your journey.
01 The deposit
Every reservation is confirmed with a 30% deposit; the balance is settled after your journey is complete. When you cancel within the complimentary window described below, your deposit is returned to you in full. Charges only apply once a cancellation falls inside the notice periods set out here.
02 Chauffeur services
Applies to airport transfers, city transfers, hourly hire and business travel.
| When you cancel | Charge |
|---|---|
| More than 24 hours before pickup | Free — deposit refunded in full |
| Within 24 hours of pickup | 50% of the fare |
| No-show | 100% of the fare |
03 Multi-day, events & delegations
Weddings, multi-day itineraries and delegation bookings reserve several vehicles and chauffeurs well in advance, so they carry a longer notice period.
| When you cancel | Charge |
|---|---|
| More than 7 days before the first service | Free — deposit refunded in full |
| Between 3 and 7 days before | 50% of the total |
| Less than 72 hours before, or no-show | 100% of the total |
04 Prestige car rental
Applies to self-drive hire of our prestige fleet — Range Rover Vogue, Land Rover Defender, Mercedes-AMG G63 and Mercedes V Class.
| When you cancel | Charge |
|---|---|
| More than 72 hours before collection | Free — deposit refunded in full |
| Between 24 and 72 hours before | 50% of the first day |
| Less than 24 hours before, or no-show | 100% of the first day |
05 Flight delays & waiting time
Complimentary waiting time is included with every booking:
- Airport pickups — 60 minutes free after your flight lands, allowing time for immigration and baggage.
- All other pickups — 15 minutes free from the agreed time.
Beyond the complimentary allowance, additional waiting is billed pro-rata at the vehicle's standard hourly rate. A no-show is recorded only when a passenger does not appear at the agreed point and cannot be reached within the waiting window.
06 Changing a booking
Adjustments to the time, date, pickup point or destination are made free of charge when requested more than 12 hours before pickup, subject to availability. Changes requested closer to the journey are accommodated wherever possible and may be treated as a new booking if a vehicle or chauffeur must be re-assigned.
07 How to cancel or amend
To cancel or change a reservation, contact us by telephone, WhatsApp or email and quote your booking reference. A cancellation takes effect from the moment we receive it, so the earlier you let us know, the better the outcome for you. We recommend confirming any change in writing.
- Telephone — +41 22 901 18 88
- WhatsApp — +41 79 888 85 54
- Email — info@phenom-services.com
08 Refunds
Eligible refunds are returned to the original method of payment, normally within ten working days, through our secure payment processor. Where a deposit was taken, the refundable portion is calculated against the tiers above.
09 If we have to cancel
In the rare event that we must cancel a confirmed booking — for reasons of safety, severe weather, impassable alpine roads or other circumstances beyond our reasonable control — you will be offered the choice of an alternative arrangement or a full refund, including any deposit. Our liability in such cases is limited to the value of the booking.
This policy forms part of, and should be read together with, our Terms & Conditions.