Refund Policy

Cancelling is always possible. There is no cancellation block, and the same rule applies to every payment method: cash, Zelle and card.

The rule depends on one moment only: when the driver taps “Start Live Tracking” on their driver page. At that moment you receive the SMS that the driver has departed, together with your live tracking link.

Cancel before the driver starts live tracking and nothing is charged. There is no cancellation fee.

Card payments are refunded in full to the same card. For cash and Zelle rides, the amount frozen on your guarantee card is released.

Cancelling also releases your time slot immediately so another customer can book it.

Once live tracking has started you can still cancel, but the full fare is charged: to your guarantee card for cash and Zelle rides, and to your card on file (or kept, if already paid) for card rides.

The same applies to a no-show. The charge is refunded in full if the cancellation was caused by the driver being late.

Cash and Zelle bookings are secured with a card that must be entered before the booking is created. The fare is frozen on the card as a guarantee and is not charged.

If you take the ride, the hold is released and you pay in cash or by Zelle.

You can cancel your own booking at any time on this website at /cancel, using your 8-character booking reference and the phone number or email address you booked with.

The page tells you straight away whether your cancellation is free or whether the full fare will be charged.

If the passenger does not appear within the free waiting period (15 minutes for standard pickups, 45 minutes after landing for airports) and cannot be reached, the fare is non-refundable.

If we have to cancel your ride for any reason — vehicle issue, illness or an emergency — you receive a full refund, and we will help you find an alternative where possible.

If the final route is materially shorter than quoted, the difference is refunded. If you were charged twice for the same ride, the duplicate charge is refunded in full.

If something went wrong with your trip, contact us within 7 days and we will review it individually.

Refunds are issued to the original card through Square and normally appear within 5–10 business days, depending on your bank.

To request a refund, contact +1 (949) 269-6486 or reservations@premiumteslataxi.com with your booking name, date and time.