FAQ

What happens when I book?

A confirmation email is sent directly to your email address. That is your proof of payment also your receipt. The details are sent electronically to the local transport providers. The provider then makes the appropriate arrangements according to the information you provided when making your booking. A Pickup detail email will send to you 48 hours before service.

How can I find my driver/transfer?

Clear instructions are stated in the Pickup detail email, which will be send to you 48 hours before service. If your driver doesn't turn up it is important that you call the number stated in the Pickup detail email. Please note, no refunds can be considered if incorrect information was provided at time of booking.

How long will it take to my destination?

The journey times stated on our website are estimated, and are applicable for a journey on a normal day. It is possible that these times may vary according to time of day, roadworks, local road closures or diversions, volumes of traffic, local festivities etc.

How much luggage can I take?

The allowance per person, for all vehicle types, is one standard size suitcase (24inch), as well as one small piece of hand luggage. Please note that your hand luggage will be transported in the vehicle with you, and so it should be an appropriate size for this.

If you are travelling with excess luggage, such as large suitcases, golf clubs, wheelchairs, skis, pushchairs, etc., it is important that you make us aware at the time of booking, as extra charges may apply. Failure to tell us may result in extra transport being required to accommodate the excess baggage, which will incur additional local charges.

Can I make any change to my booking or cancel my booking?

If you would like to change any detail of your booking such as pick up or drop off location, date or number of passenger, you can cancel your booking and make a new reservation. To cancel your booking, you may go to the booking detail page by searching your booking number on home page of heycars.cn, then click “cancel my order”.

How can I get my money back when canceled my booking?

System will automatically calculate the time left until the service, charges may apply according to our cancel policy, and refund will be return to the bank card you paid with within 7-14 business days.