Refund policy
Refund policy
Given the nature of the services provided through the Merchant center or the website, they cannot be returned once they have been performed.
Notwithstanding the above, Radiotaxi Madrid Aeropuerto will not make any additional charges for the use of any of the payment methods it makes available to Users. The customer may cancel the taxi service in advance provided that the service has not yet begun, in accordance with the applicable regulations and with the corresponding Municipal By-laws applicable to the place where the service is provided.
Cancellation policy
Radiotaxi Madrid Aeropuerto includes its cancellation policy among its conditions of use.
If the cancellation has a justified cause, you can contact us on 911760081 or on our WhatsApp lines, giving your user account, and we will consider the reasons that led you to cancel the service.
On other occasions, however, the cancellation is not properly justified and means, among other things, that we cannot serve a user who needs the taxi service that someone else has wrongly cancelled.
In which situations does Radiotaxi Madrid Aeropuerto charge the cancellation fee for the service?
If the taxi arrives at the user's pickup point and the user is not there, the driver will use the door-call service to try to reach them. If unsuccessful, the driver will cancel the service. This cancellation may involve a cost for the user.
When it applies:
- Cancellation after the driver has accepted the service
If the user decides to cancel their request two or more minutes after the driver has accepted it and the assigned vehicle has been notified, or if the driver has travelled a distance of 150 metres or more towards the pickup point after accepting it.
The cancellation fee will also be charged if the driver is less than 100 metres from the pickup point.
- Cancellation after the driver has arrived at the pickup point
If the user is not at the stated pickup point within 5 minutes of the taxi's arrival and the service is cancelled.
Radiotaxi Madrid Aeropuerto will notify its customers by message of the possible cost of cancelling the service. The customer may confirm that they wish to continue with the service request or cancel it definitively, accepting the cancellation fee.
How can the user dispute a cancellation fee charged for a service?
The user can contact us by WhatsApp or by phone on the numbers given above.
Our team will examine the request and, after checking all the booking details, will confirm whether a refund is due.
How will the user be refunded?
If we accept the claim, the refund will be made to the card that was charged