Refund Policy

Olimo provides licensed private hire car and chauffeur services in Hong Kong, including airport transfers and cross-border trips. This Refund Policy applies to fares and related charges paid through our website or confirmed booking channels operated by Olimo Limited.

Our services are transport services, not physical goods. Refunds are assessed based on whether the booked service was cancelled, not delivered, or materially different from what was confirmed.

A booking is confirmed once payment is successfully processed or our team explicitly confirms your reservation in writing (email, WhatsApp, or booking reference). The confirmed fare, vehicle type, date, and pick-up details form the basis of this policy.

If you need to cancel or change a booking, contact us as early as possible at bookings@olimo.com.hk or +852 9793 5257. Refund eligibility depends on how far in advance notice is given:

• More than 24 hours before scheduled pick-up — full refund of prepaid fare, minus any non-recoverable third-party costs already incurred on your behalf (if applicable and disclosed at booking).
• Between 12 and 24 hours before scheduled pick-up — refund of 50% of the prepaid fare, unless otherwise stated in your booking confirmation.
• Less than 12 hours before scheduled pick-up, or no-show — no refund, except where required by law or at our discretion in exceptional circumstances.

If we cancel your booking due to vehicle unavailability, operational issues, safety concerns, or force majeure, you will receive a full refund of any prepaid amount for the affected trip. Where possible, we will offer an alternative vehicle or rescheduled time before processing a refund.

If we fail to provide the booked service — for example, no driver was assigned and no suitable replacement was offered, or the wrong vehicle category was provided without your agreement — you may be entitled to a full or partial refund depending on the circumstances.

Minor delays caused by traffic, weather, flight changes, immigration queues, or other events outside our reasonable control do not automatically qualify for a refund, but we will work with you to minimise disruption.

The following are generally non-refundable once incurred:

• Tolls, parking, tunnel fees, or border-related charges already paid on your trip;
• Extra waiting time or additional stops beyond the confirmed booking scope, where charged in accordance with our fare rules;
• Third-party cancellation penalties imposed by airports, hotels, or cross-border operators outside our control.

Approved refunds are returned to the original payment method where possible. Processing typically takes five (5) to fourteen (14) business days, depending on your bank or card issuer. Refunds to alternative methods may be offered only where the original method is unavailable.

Email bookings@olimo.com.hk with your booking reference, passenger name, trip date, payment receipt, and reason for the request. We aim to acknowledge refund requests within two (2) business days and resolve eligible claims within fourteen (14) business days.

If you paid by credit card and believe a charge is incorrect, you may also contact your card issuer. We will cooperate with payment partners to investigate disputed transactions in good faith.

We may update this Refund Policy from time to time. The policy in effect at the time of your booking confirmation applies to that booking, unless otherwise required by law.