Advance cancellation
You may cancel free of charge up to 24 hours before the agreed pickup. If you have already paid, the cancelled service amount will be refunded in full.
Cancellation within 24 hours
NDZ may deduct only direct, reasonable and documented preparation or travel costs already incurred, capped at 50% of the service price. Without documented costs, the refund will be in full. This rule does not limit applicable statutory withdrawal or refund rights.
No-show at pickup
Before recording a no-show, NDZ must document arrival at the agreed place and time and attempt to contact the customer. For urban transfers, a minimum wait of 15 minutes is proposed. At airports, the agreed meeting time after disembarkation applies. A no-show does not automatically forfeit payment: documented costs will be reviewed, with the same 50% cap.
If NDZ cannot provide the service
If NDZ cancels or cannot provide the service, you may choose an expressly accepted alternative or a full refund. A voucher will not be imposed as the only refund method, and other applicable rights are not excluded.
How to request it
Write to transportesndz@gmail.com or WhatsApp +56 9 8537 8933 with your booking reference. Notice is measured from the time the message is received, even if the reply comes later. Do not send card numbers, CVV or passwords.
Refunds and security
NDZ will respond within 2 business days and, where applicable, initiate the refund within 5 business days of approval. Refunds use the original payment method; for transfers, the originating account will be verified. Crediting time depends on the bank or provider. Any more favourable statutory deadline prevails. Duplicate payments or incorrect charges will be refunded in full after verification.
Parcels and statutory rights
The rules above apply before pickup. If a parcel has already been collected, any return or change must be arranged and quoted in advance. These terms do not exclude statutory withdrawal, warranty, complaint or compensation rights.