This is the current version. The version published here on the day you book is the one that applies to that booking.
1. What this policy covers
This policy applies to every chauffeur booking paid through our website, our mobile applications or our payment links. Corporate accounts settled on monthly invoice are governed by their own written agreement, which takes precedence where the two differ.
We sell a transport service, not a physical product, so nothing is shipped and nothing is returned. The equivalent of an exchange is rescheduling your journey, and that is covered in section 2.
2. Changing a booking (exchange)
You may change the date, time, pickup point, destination or vehicle class of a confirmed booking free of charge, provided you ask at least 24 hours before the scheduled pickup and the new slot is available.
- Where the new booking costs less, we refund the difference to the original card
- Where it costs more, we invoice the difference before the journey
- Changes requested less than 24 hours before pickup are treated as a cancellation, and the tiers in section 3 apply
There is no limit on the number of times a booking may be changed inside the free window.
3. Cancelling a booking
Refunds are calculated from the time we receive your cancellation request:
- More than 24 hours before pickup
- 100% refund
- Between 6 and 24 hours before pickup
- 50% refund
- Less than 6 hours before pickup
- No refund
- No-show
- No refund — see section 5
Multi-vehicle bookings for weddings, events and convoys are planned and staffed well in advance. Those bookings require at least 72 hours' notice for a full refund; inside 72 hours the tiers above apply to the balance after any documented third-party costs we have already committed on your behalf.
4. If we cancel
If we cancel a confirmed booking for any reason — no vehicle available, a chauffeur unable to attend, a fault we could not resolve — you receive a 100% refund with no deduction, whatever the notice period.
Where we cannot reach your pickup point because of circumstances genuinely outside our control, such as a road closure, severe weather or a government restriction, you also receive a full refund. We will always try to offer an alternative vehicle or time first, and it is entirely your choice whether to take it.
5. No-shows
A booking is a no-show when the passenger does not appear at the pickup point and cannot be reached by phone or WhatsApp 30 minutes after the complimentary waiting allowance has ended (60 minutes after landing for airport arrivals, 15 minutes after the scheduled time for all other pickups).
No-shows are not refundable, because the vehicle and chauffeur were committed and held for you. If you were genuinely unable to reach the pickup point, contact us within 48 hours with the detail and we will review the case individually.
6. If the service fell short
If your chauffeur arrived materially late through our fault, the vehicle was not of the class or standard you booked, or the journey was not completed as agreed, you are entitled to a partial or full refund proportionate to what went wrong.
Report it within 14 days of the journey at info@limox-eg.com with your booking reference and what happened. We investigate against our own dispatch and GPS records and give you a decision within five business days.
7. How to request a refund
- Email info@limox-eg.com, call the hotline on 17962, or message us on WhatsApp at +20 155 122 2604
- Quote your booking reference, which is on your confirmation email
- Tell us whether you are cancelling or reporting a problem, and why
We acknowledge every request within one business day. Straightforward cancellations inside the tiers above are approved immediately; anything requiring investigation is decided within five business days.
8. How the money comes back
- Method
- Always to the original payment card. We cannot refund to a different card, to cash, or to another person's account.
- Currency
- Egyptian Pounds (EGP), for the amount originally charged.
- Our processing time
- Approved refunds are submitted to our payment gateway within two business days.
- Time to reach you
- A further 7 to 14 business days, depending on your issuing bank. That part is outside our control.
- Fees
- We do not deduct an administration fee from an approved refund.
We send you written confirmation with the refund reference on the day it is submitted. If 14 business days pass and nothing has arrived, send us that reference and we will pursue it with the gateway on your behalf.
9. Non-refundable items
- Completed journeys, where the service was delivered as booked
- No-shows, as defined in section 5
- Journeys ended early by a chauffeur because of unlawful or unsafe passenger conduct
- Gratuities voluntarily given directly to a chauffeur
- Documented third-party costs already committed on your behalf for events and convoys, such as venue access or permits
10. Questions
- info@limox-eg.com
- Hotline
- 17962
- +20 155 122 2604
- Address
- Cairo, Egypt