Cancellation policy

Changes

• All changes must be requested by the customer during working hours and confirmed by Trouv (licensed PHV operator).

• Customers should notify us of any changes as soon as they are decided.

• Changes must be requested at least 24 hours before the scheduled pick-up time.

• For requests made with less than 24 hours’ notice, we will make every effort to accommodate them but cannot guarantee fulfillment.

• If we cannot accommodate the requested change, Trouv will notify the customer via their provided contact details (phone and/or email). The customer may then choose to cancel their booking.

Cancellations

• All cancellations must be requested by the customer during working hours and confirmed by Trouv.

• If the cancellation is received and acknowledged during office hours, a refund will be issued to the debit or credit card used for booking, subject to the terms below.

• Please note: Debit and credit card surcharges are non-refundable.

Cancellation Charges

• Less than 24 hours’ notice – 50% cancellation fee per vehicle.

• Less than 12 hours’ notice – 100% cancellation fee per vehicle.

• No show – If the passenger does not arrive at the nominated pick-up location, the fare paid will be non-refundable.

Exceptions

• If Trouv is unable to provide the booked service due to driver or vehicle unavailability, the full fare (including debit and credit card surcharges) will be refunded.