1. CANCELLATION BY THE CUSTOMER
1.1 Cancellation Process
Any cancellation of services must be submitted in writing via email to our Customer Service Center at reservations@fastway.ae. The customer may cancel individual transportation services or the entire booking.
1.2 Refund Terms
- If FastWay receives a cancellation request more than 48 hours before the scheduled pickup time, the amount paid for the canceled service will be refunded in full.
- No refunds will be issued for cancellation requests received less than 48 hours before the scheduled pickup time.
- For non-refundable cancellations, FastWay will provide a cancellation confirmation via email, which may be used to claim expenses through the customer’s tour operator, airline, or travel insurance provider.
1.3 Refund Processing
All approved refunds will be processed using the original payment method within 5-7 business days of cancellation approval.
2. LAST-MINUTE BOOKINGS
2.1 Availability
Depending on routes, seasons, and vehicle availability, our booking deadline may vary from immediate availability to 48 hours before service commencement, with longer periods required in exceptional cases.
2.2 Last-Minute Booking Process
If attempting to make a last-minute booking (less than 24 hours before the requested service), customers are advised to contact our 24/7 Customer Service directly to confirm availability before completing the booking.
2.3 Application of Cancellation Policy
Please note that our standard cancellation policy (as outlined in Section 1) applies to all bookings regardless of when they were made. Last-minute bookings are subject to the same terms as standard bookings.
3. CHANGES AND CANCELLATIONS BY FASTWAY
3.1 Service Modifications
If FastWay needs to make significant changes to the conditions of service, we will inform the customer as soon as possible via the contact information provided during booking.
3.2 Vehicle Substitutions
FastWay will make reasonable efforts to honor the customer’s vehicle preference. However, the company reserves the right to:
- Substitute the booked vehicle with a vehicle of greater capacity
- Provide multiple vehicles to accommodate the booking
- Make substitutions based on vehicle availability and operational requirements
In cases where FastWay must change a booking to a lower category or smaller vehicle for which a lower rate applies, the customer will be refunded the difference in rates automatically.
3.3 Service Cancellation by FastWay
In rare instances, FastWay may need to cancel a confirmed booking. In such circumstances:
- The customer will receive a full refund of all payments made
- FastWay will have no further liability arising from such cancellation
- FastWay will make all reasonable efforts to find suitable alternative arrangements for the customer
4. FORCE MAJEURE
4.1 Definition
FastWay shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to: natural disasters, government actions, war, civil unrest, terrorist attacks, strikes, or severe weather conditions that impact transportation safety.
4.2 Customer Communication
In the event of force majeure circumstances, FastWay will:
- Notify the customer as soon as reasonably possible
- Make all reasonable efforts to minimize the impact on reserved services
- Offer rebooking options or full refunds for services that cannot be delivered
5. CONTACT INFORMATION
For all matters relating to cancellations, refunds, or modifications to bookings, please contact our Customer Service Center:
- Email: reservations@fastway.ae
- Phone: +971-43962177
- Hours of Operation: 24 hours a day, 7 days a week
This Refund and Returns Policy is effective as of [insert date] and supersedes all previous policies regarding refunds and cancellations.