Cancellation & Refund Policy

1. Subject of this Policy

This Refund Policy defines the terms and conditions under which Users may request a refund for transfer and booking services made through the DriveHip platform (“Platform”), managed by Di Sapio Luxury Group S.r.l.
This Policy integrates the general Terms and Conditions of service and does not limit any mandatory rights provided by applicable law.

2. Conditions for Full Refund

The User is entitled to request a full refund of the amount paid in the following specific cases:

1. Driver No-Show: If the assigned driver does not show up at the agreed pickup location at the scheduled time. To allow proper verification, the User must send suitable documentation via email (e.g., screenshots of call/message logs or GPS location screenshots at the pickup time).
2. Late cancellation by the service: If the ride is cancelled by DriveHip or the Driver with less than 30 minutes' notice relative to the pickup time.
3. Duplicate or incorrect charge: Any billing error or double charge on the User's payment card will be refunded in full.
4. Confirmed service not provided: If the booking is confirmed but the ride was not carried out due to causes attributable to the organization.

3. Exclusion of Refund Rights

A refund is NOT provided under the following circumstances:

1. Cancellation by the User with less than 24 hours' notice: Cancellations made by the User within 24 hours prior to the agreed pickup time are non-refundable under any circumstances.
2. Incorrect booking details provided by the User: No refund is due if the service cannot be provided due to inaccuracies provided by the customer (e.g., wrong address, wrong date or time, incorrect flight number).
3. Passenger No-Show: If the User or passengers do not present themselves at the pickup point or are unreachable within the guaranteed standard waiting time, the full ride amount will be retained.
4. Completed service: Regularly performed and completed rides are not subject to refund.

4. Request Procedures

Refund requests must be formally submitted no later than 7 days from the scheduled service date through one of the following channels:

Email: support@drivehip.com
Contact form: https://drivehip.com/en/contact

Mandatory information to include in the request:

• Order/booking confirmation number
• Customer full name
• Date and time of the service
• Detailed reason for the request and any supporting evidence attached

5. Refund Times and Methods

Once the request is approved, the refund will be processed using the same payment method used during booking. Technical processing times are usually as follows:

• National credit/debit cards: 1–3 business days
• International credit/debit cards: 5–7 business days
• Instant payment methods: Immediate refund (where supported by the banking circuit)

6. Legal and Corporate Information

The DriveHip Platform is managed by:
Di Sapio Luxury Group S.r.l.
Registered Office: Via De Amicis 7 Cesano Boscone (MI) 20090
VAT / Tax Code: IT12691830967