Standard Terms and Conditions
Bookings, Amendments and Cancellations
To ensure a smooth and punctual travel experience, airport transfers should be booked in accordance with recommended airport check-in times:
- A minimum of 2 hours prior to domestic flight departures
- A minimum of 4 hours prior to international flight departures
These guidelines apply to passengers travelling from within the city of departure. Flexryde Shuttle Services cannot be held responsible for missed flights or delays resulting from bookings made outside these recommended timeframes. For long-distance airport transfers, please contact our 24-hour reservations team for travel-time advice.
Waiting Time Policy
A complimentary waiting period is included with all bookings. Thereafter, waiting charges of R400.00 per vehicle, per hour (or part thereof), subject to vehicle availability, will apply.
Complimentary Waiting Time:
- 30 minutes for non-airport collections
- 1 hour for domestic airport arrivals
- 2 hours for international airport arrivals
Amendments & Cancellations
All booking amendments and cancellations must be communicated at least 3 hours prior to the scheduled pickup time. Failure to do so may result in a 100% no-show fee.
Additional cancellation requirements apply as follows:
- Long-distance transfers and large vehicle bookings (7–22 passengers): Cancellations must be received at least 24 hours prior to the scheduled service to avoid cancellation charges.
Pricing Errors
While every effort is made to ensure pricing accuracy, Flexryde Shuttle Services reserves the right to cancel any booking affected by an obvious pricing error. In such cases, a full refund will be issued to the customer.
Communications
Communication & Booking Confirmations
At Flexryde Shuttle Services, clear and timely communication is an essential part of our commitment to exceptional customer service. To ensure a seamless travel experience, the following communication procedures apply to all bookings:
Booking Confirmations
A booking confirmation will be sent to the email address provided at the time of reservation. It is the responsibility of the person making the booking to carefully review all details for accuracy, including passenger information, collection times, locations, and flight details.
Any discrepancies or required amendments should be communicated to our reservations team as soon as possible to avoid additional charges or service interruptions.
Travel Reminders
A reminder message may be sent to the contact number provided on the reservation prior to the scheduled transfer. Customers are responsible for ensuring that the supplied mobile number is active and capable of receiving SMS or messaging notifications.
Driver Information
Driver and vehicle details will typically be communicated approximately 15 to 20 minutes before the scheduled pickup time using the contact information provided during the booking process.
Urgent and Last-Minute Bookings
For travel required within 24 hours, we strongly recommend contacting our reservations team directly to ensure availability and prompt confirmation. Requests submitted via email should be followed up if confirmation has not been received within one hour of submission.
Amendments and Cancellations
All booking amendments, cancellations, and special requests must be communicated directly through our reservations department or the travel consultant responsible for the booking.
For operational, safety, and record-keeping purposes, drivers are not authorised to accept booking changes, cancellations, or amendments directly from passengers. Any approved changes will only be considered valid once reflected on an updated booking confirmation issued by Flexryde Shuttle Services.
Accuracy of Information
To ensure the highest level of service, we encourage all passengers, travel coordinators, and agents to verify booking confirmations upon receipt. Prompt notification of any errors allows us to update records accordingly and prevent unnecessary delays or additional costs on the day of travel.
Additional Charges
Additional Charges & Optional Services
Flexryde Shuttle Services offers transparent, all-inclusive pricing wherever possible. Unless otherwise stated, all quoted rates are provided per vehicle, per transfer (one-way) and include direct transportation between the specified pickup and drop-off locations.
The following additional charges may apply where applicable:
Additional Stops
All transfers are conducted as direct, door-to-door services. Should additional stops be required during the journey, an additional charge of R100.00 per stop will apply.
Late-Night and Early-Morning Transfers
Transfers scheduled between 21:30 and 05:29 are subject to an after-hours surcharge of R100.00 per transfer.
Child Safety Seats
The safety of our youngest passengers remains a priority. Baby and child safety seats are available upon request at a charge of R150.00 per seat, subject to availability. Requests should be made at the time of booking to ensure availability.
Trailer Hire
For passengers travelling with additional luggage, sporting equipment, or oversized items, trailer hire can be arranged as follows:
Standard (Medium) Trailer: R150.00 per trailer
Large Trailer: Available on request and quoted according to requirements
Special Requirements
Any special transport requirements, including oversized luggage, additional equipment, multiple collection points, or customised travel arrangements, should be communicated at the time of booking. Additional charges may apply depending on the nature of the request.
Collections
Passenger Collections & Meet-and-Greet Service
At Flexryde Shuttle Services, we are committed to providing a seamless and professional collection experience for every passenger.
Professional Driver Identification
All Flexryde Shuttle Services drivers operating within South Africa are professionally presented and easily identifiable. Drivers will introduce themselves upon arrival and assist passengers as required, ensuring a smooth and welcoming start to their journey.
For transfers operated outside South Africa, passengers will be met by a designated driver or representative displaying a welcome board bearing the passenger’s surname for easy identification.
Airport Meet-and-Greet Service
For airport arrivals, drivers will meet passengers in the designated arrivals area and display a clearly visible welcome board showing the passenger, family, or group name. This service is designed to ensure a hassle-free airport pickup experience and eliminate any uncertainty upon arrival.
Passengers are encouraged to keep their mobile phones switched on after landing to facilitate communication should it be required.
Flight Monitoring
Flexryde Shuttle Services monitors flight arrival information where flight details have been provided at the time of booking. Every reasonable effort will be made to accommodate delayed arrivals and minor schedule changes.
While we strive to accommodate early arrivals whenever possible, passengers arriving significantly ahead of schedule may be required to wait until the original collection time, particularly during periods of high demand or where vehicle scheduling constraints apply.
Assistance & Support
Should passengers experience difficulty locating their driver, they are encouraged to contact our reservations or operations team immediately. Our team will assist in coordinating the collection and ensuring the transfer proceeds as smoothly as possible.
Payments and Refunds
Payments & Refunds
Flexryde Shuttle Services offers secure and convenient payment options to ensure a seamless booking experience for all clients.
Payment Terms
Unless otherwise agreed in writing, full payment must be received prior to the commencement of the service.
Payments made via Electronic Funds Transfer (EFT) must be reflected in our account at least 24 hours prior to the scheduled collection time. Failure to do so may result in the automatic cancellation of the booking, unless alternative payment arrangements have been approved by our accounts department.
Banking details are provided on all booking confirmations and invoices issued by Flexryde Shuttle Services.
Instant Payment Options
For your convenience, we offer secure instant payment methods, including:
Bank QR Code Payments
Credit and Debit Card Payments
These transactions are processed immediately through secure banking platforms and approved payment gateways, allowing bookings to be confirmed without delay.
Booking Confirmation
A booking is considered confirmed only once payment has been received, verified, and a confirmation has been issued by Flexryde Shuttle Services, unless a credit facility or alternative payment arrangement has been agreed upon.
Refund Policy
Approved refunds will be processed using the original payment method wherever possible and may be subject to applicable banking and administrative processing times.
Refund eligibility remains subject to the cancellation terms and conditions applicable to the booking. Any approved refund will be processed within a reasonable timeframe following confirmation by our accounts department.
Payment Security
Flexryde Shuttle Services is committed to maintaining the highest standards of payment security. All electronic and card transactions are processed through secure, encrypted payment platforms to protect customer information and ensure transaction integrity.