Cancellation and Refund Terms

Last updated: 1 October 2026

Important Information

Who receives the payment?

VipiGo is a software platform and does not collect transfer fees from passengers. The transfer fee is paid directly to the D2-licensed Carrier who takes on the transfer; therefore, refunds of the transfer fee are also made by the Carrier.

Passengers: Cancelling a Request

Transfer requests

You can cancel your request free of charge at any time before a Carrier takes it on and tells you the price and terms.
To cancel, simply write to [email protected] or our WhatsApp line with your request reference number; if your request has already been forwarded to a Carrier, the cancellation is passed on to the Carrier.
For cancellations after an agreement has been reached with the Carrier, the cancellation and refund terms the Carrier gave you in advance apply.

Passengers: Fee Refunds

Fees paid to the Carrier

For transfers paid to the Carrier, you must send your refund request to the Carrier. If you have difficulty reaching the Carrier, VipiGo helps you get in touch. The rights of consumer passengers against the Carrier under Law No. 6502 are reserved.

Delays and Changes

Flight and time changes

If you add your flight number to your request, the Carrier plans the pick-up time taking any delay into account. You must notify the Carrier of time, address or passenger number changes as soon as possible; the Carrier tells you in advance whether a waiting or change fee applies.

Carriers: Subscription Cancellation and Refunds

Subscriptions

Case	Outcome
The Carrier cancels the subscription	The subscription ends at the end of the paid period; the fee for the paid period is not refunded.
VipiGo terminates the agreement for a reason not attributable to the Carrier	The fee for the unused days is refunded within 14 days.
Termination due to invalid documents, false documents or breach of the agreement	No refund is made.
Incorrect or duplicate charge	The amount charged in excess is refunded within 14 days.

Details are set out in the Carrier Subscription Agreement.

Complaints and Applications

You can send complaints about the Platform or a Carrier to [email protected]; we will review them and get back to you. Consumers have the right to apply to consumer arbitration committees or consumer courts under Law No. 6502.