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Refund & Cancellation Policy — Exxtra Mile

Last Updated: November 18, 2025

This Refund & Cancellation Policy explains how cancellations, changes, and refunds are handled for all pre-arranged services provided by Exxtra Mile (“we,” “our,” “us”). Because our services require advance scheduling, driver preparation, and time commitments, refunds are limited and follow the rules below.
 

1. Standard Cancellation & Refund Rules

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1.1 Cancellations Within 24 Hours of Booking

If you cancel within 24 hours of placing the booking, you will receive a full refund, except for reservations tied to special events (see Section 4).

 

1.2 Cancellations Made More Than 24 Hours Before the Appointment

If you cancel after the initial 24-hour booking window but more than 24 hours before your scheduled pickup, you will receive a 75% refund.

 

1.3 Cancellations Within 24 Hours of Appointment

• If you cancel within 24 hours of the scheduled errand or transportation, no refund is issued, as that time could have been reserved for other clients.
• If you cancel within 24 hours of booking but also within 24 hours of the scheduled service, the no-refund rule applies (the scheduled service window overrides the booking window).

 

1.4 If the Driver Is Already En Route

Once a driver has begun traveling toward the pickup location, the booking is considered active service.
No refund or credit will be issued.

(“En route” is defined as the time the driver begins driving toward your pickup location, not the scheduled pickup time.)

 

2. No-Show Policy

A no-show occurs when the driver arrives at the scheduled pickup location and the customer:

  • Is not present

  • Cannot be contacted

  • Refuses the trip

  • Provides an inaccessible or incorrect pickup location

No-shows are non-refundable.
The full fare is retained to cover time, travel, and opportunity cost.

 

3. Changes to Existing Bookings

Requests to change the date, time, or destination are subject to availability.

  • If the change can be accommodated, no penalty applies.

  • If the change cannot be accommodated and you choose to cancel, the cancellation will follow Sections 1.1–1.4.

 

4. Special Event Bookings

Special events require a high level of preparation and blocked-out availability. These reservations are non-refundable, except in cases of:

  • Venue closure

  • Event cancellation due to circumstances beyond your control

  • Extreme, unforeseen emergencies that make the event impossible to attend

  • Situations where Exxtra Mile is unable to provide service

(Examples include severe weather emergencies, major accidents, or natural disasters.)

 

5. Weather & Uncontrollable Conditions

 

5.1 Weather-Related Cancellations More Than 24 Hours Before Pickup

You may receive a future service credit equal to 100% of the booking amount.

 

5.2 Weather-Related Cancellations Within 24 Hours of Pickup

A 75% service credit will be issued; the remaining 25% covers blocked-out driver time.

 

5.3 Cancellations Caused by Exxtra Mile

If we cancel a trip due to weather, road closures, or staff availability, you will receive either:

  • A full refund, or

  • A credit toward a future trip

The method will be determined based on what is most appropriate for the situation.

 

6. Refunds or Credits Issued by Exxtra Mile

Refunds or credits may be approved if:

  • The driver cannot complete the trip due to an issue on our end

  • We are unable to provide the service as agreed

  • A severe, unexpected situation makes the trip unsafe or impossible

Refunds may be issued as:

  • A full refund

  • A partial refund

  • A future service credit

Refund decisions are made based on clear criteria and documentation.

 

7. Non-Refundable Circumstances

The following situations are not eligible for refunds:

  • No-shows

  • Customer cancellations after the driver has begun traveling

  • Incorrect or incomplete information causing trip failure

  • Customer delays that shorten, alter, or prevent the trip

  • Customer changes their mind at or near pickup time

  • Conditions outside our control (traffic, detours, construction, delays caused by third parties)

 

8. Deposits

For certain services (long-distance, large blocks of time, or special events), deposits may be required.
Unless the cancellation is caused by Exxtra Mile, all deposits are non-refundable.

 

9. How to Request a Refund Review

To request a refund or credit review, contact us within 7 days of your scheduled service:

Email: exxtramilekc@gmail.com
Phone: 913-669-9707

Please include your name, trip date, pickup location, and reason for your request.

 

10. Chargebacks

By booking a service with Exxtra Mile, you acknowledge and agree to our cancellation and refund rules.
Unauthorized chargebacks submitted in violation of this policy will be disputed with supporting documentation (booking records, timestamps, route logs, communication history, and GPS data).

 

11. Final Determination

Exxtra Mile reserves the right to make the final decision regarding refunds or credits. Submitting a request does not guarantee approval.

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