Frequently Asked Questions

Pickup time is selected by the customer during the booking process or agreed through official communication channels. Customers are responsible for selecting a realistic pickup time, considering traffic conditions, location access, and any personal scheduling constraints.

To ensure service availability, customers must provide:

• an accurate pickup address;

• hotel name and room number where applicable;

• a reachable contact number.

Incorrect or incomplete location details may result in delays, waiting time limitations, or inability to arrange the service.

Drivers arrive at or near the agreed pickup location, subject to local access rules, traffic restrictions, and safety considerations. In some locations, pickup may occur at the nearest legally accessible or practical point rather than directly at the entrance.

A limited waiting period applies to hotel and city transfers. If the customer does not appear within the applicable waiting time, the service may be treated as rendered or as a no-show in accordance with the Refund & Cancellation Policy.

Delays caused by the customer may:

• reduce or eliminate waiting time;

• result in additional charges;

• affect subsequent bookings; or

• lead to the service being treated as a no-show.

The Company is not responsible for delays caused by the customer’s late arrival at the pickup point.

Pickup and travel times are estimates only and may vary due to:

• traffic congestion;

• road closures;

• weather conditions;

• local events or accidents.

Such factors do not constitute grounds for refunds or compensation.

Requests to change pickup time or location must be submitted via official communication channels. Changes are subject to availability and operational feasibility of the service provider and may not always be possible, particularly on short notice.

No.

Arrival times for hotel and city transfers are indicative only. The Company does not guarantee arrival at a specific time or the avoidance of delays caused by external factors.

Service providers or their drivers may refuse transport if:

• passenger or luggage limits are exceeded;

• safety requirements are not met;

• provided information is materially inaccurate.

Such refusals do not automatically entitle the customer to a refund.

Intercity transfers are transportation services between different cities or regions within Thailand. Routes, travel duration, and schedules are indicative only and may vary depending on traffic, road conditions, weather, and operational factors.

Group and intercity services are planned based on:

• the number of passengers;

• pickup and drop-off locations;

• route complexity;

• vehicle availability.

For operational reasons, pickup order, routing, or timing may be adjusted while preserving the overall nature of the service.

Group transfers may be:

• private, reserved exclusively for a single group; or

• shared, where multiple bookings are combined.

The service type is determined at the time of booking and subject to availability.

For group and intercity transfers, routes, pickup order, or timing may be adjusted due to:

• traffic conditions;

• road closures;

• passenger coordination;

• safety or operational requirements.

Such adjustments do not constitute a service failure.

Delays or absence of individual passengers may affect the entire group. Waiting time and departure decisions are determined by the relevant service provider based on operational requirements. The Company is not responsible for delays caused by individual passengers and is not obligated to extend waiting time beyond applicable limits.

Luggage capacity for group transfers is shared among passengers. All passengers must comply with declared luggage limits. Excess or undeclared luggage may result in the service provider:

• reallocating vehicles;

• applying additional charges; or

• being unable to transport all items.

No.

Arrival times for intercity and group transfers are estimates only and are determined by the relevant service provider based on operational requirements. The Company does not guarantee arrival at a specific time or adherence to a fixed schedule.

Cancellations and modifications are handled in accordance with the Refund & Cancellation Policy. Due to advance planning and resource allocation, group and intercity services may be subject to stricter change or cancellation limitations.

• Border trip transportation and logistical coordination
• Airport transfers
• City and intercity transfers
• Private and group transfers
• Arrival Airport Assistance service

The list of services may change over time. Availability of specific services depends on location, operational conditions, and other factors.

Transportation services are carried out by independent drivers, operators, or service partners engaged for specific services.

The Company acts as an organizer and coordinator of services. Individual service providers remain responsible for the operational execution of transportation.

Booking requests can be submitted at any time through the website or official communication channels.

Customer support availability may vary depending on time, service type, and operational workload. Response times are not guaranteed and may be affected by peak periods, weekends, or public holidays.

No.

This FAQ is provided for general informational purposes only. It explains how the platform and services generally operate but does not form part of any contractual agreement. Binding terms are set out exclusively in the Terms & Conditions, Privacy Policy, and Refund & Cancellation Policy.

• One-way or return trips;

• Private transfers;

• Group or intercity transfers;

• Border Trip services;

• Airport-related assistance services.

Availability of specific booking types depends on the selected route, service category, and operational conditions.

Border trip bookings involve transportation and logistical coordination for a border trip.

Such bookings may require additional information and are subject to eligibility considerations, documentation requirements, and operational limitations. Border trip services are provided strictly as transportation and coordination services and do not include immigration advice or guarantees of border crossing outcomes.

Transfer bookings may include:

• airport transfers;

• hotel-to-airport or city transfers;

• city and intercity routes.

Transfer services are scheduled based on the information provided by the customer, including pickup location, destination, and (where applicable) flight details.

 To process a booking request, the Company may require information such as:

• passenger name and contact details;

• pickup and drop-off locations;

• date and preferred time;

• flight number (for airport transfers);

• number of passengers and luggage details.

Additional information may be requested depending on the type of service.

A booking is considered confirmed only after the Company provides confirmation through its official communication channels. Confirmation may be subject to full payment or a deposit, depending on the service. Until confirmation is issued, the Company reserves the right to decline or cancel a booking request.

Booking status updates and confirmations are communicated through the same channel used for booking, unless otherwise specified. Customers are responsible for reviewing booking details and promptly notifying the Company of any errors or changes.

Requests for changes may be submitted via official communication channels. Acceptance of changes depends on service type, timing, operational feasibility, and the conditions and availability of the relevant service providers, and may result in additional charges or limitations.

A Border trip is a transportation and logistical coordination service intended to assist customers in traveling to and from a border location. The service focuses exclusively on transport, scheduling, and coordination.

The Company does not provide immigration, legal, or visa advice and does not influence or control decisions made by immigration or border authorities.

Depending on the specific booking, the service may include:

• transportation to and from a designated border point arranged by the service provider;

• route planning and timing coordination;

• basic logistical assistance related to the trip.

The exact scope of the service depends on the route, type of service, and operational conditions on the service date.

The service does not include:

• guarantees of border crossing, entry, re-entry, or visa approval;

• guarantees of stamps, length of stay, or immigration outcomes;

• legal or immigration consultation;

• intervention with border or immigration authorities.

All decisions regarding entry, exit, visas, and immigration status are made solely by the competent authorities.

Customers are responsible for ensuring that they:

• are legally eligible to travel and cross the border;

• possess valid passports, visas, and any other required documents;

• have no bans, restrictions, or violations affecting border crossing.

The Company does not verify a customer’s immigration status and relies on information provided by the customer.

Document requirements depend on nationality, immigration status, and applicable regulations. Customers are solely responsible for carrying valid and appropriate documents for the trip. Failure to present correct documents may result in refusal by authorities and does not constitute grounds for a refund.

Pickup time and route are determined based on:

• the selected service;

• operational considerations;

• border conditions on the service date.

Travel times are estimates only and may vary due to traffic, weather, waiting times, or decisions by authorities.

Refusals, delays, or other decisions by border or immigration authorities are outside the Company’s control. Such decisions do not automatically entitle the customer to a refund, rescheduling, or compensation, unless expressly stated otherwise in the applicable Refund & Cancellation Policy.

Cancellation and change requests are handled in accordance with the Refund & Cancellation Policy. The ability to cancel or modify a Border Trip booking depends on timing, service status, and whether operational commitments have already been made.

Customers with valid documents, no legal or immigration issues, and full compliance with current requirements are approved in the vast majority of cases. All final decisions remain solely at the discretion of immigration authorities. 

The Company is not responsible for refusals, delays, or any changes in laws, regulations, or border policies.

The vehicle class is determined based on:

• the service selected;

• the number of passengers;

• luggage information provided at the time of booking;

• operational availability on the service date.

Customers are responsible for providing accurate passenger and luggage details.

No.

The Company does not guarantee a specific vehicle make, model, year, color, or interior configuration.

A vehicle of the selected class or a comparable vehicle with similar characteristics may be arranged.

In certain situations, a replacement vehicle may be arranged due to:

• technical issues;

• operational requirements;

• safety considerations;

• availability constraints.

Replacement vehicles are selected to match the booked class or provide comparable capacity and comfort where reasonably possible.

Each vehicle class has practical limits regarding passenger capacity and luggage space. If the number of passengers or amount of luggage exceeds what was declared at booking, the relevant service provider may:

• refuse service;

• require an additional vehicle;

• apply additional charges; or

• treat the booking as a no-show if service cannot be arranged.

Items such as large suitcases, sports equipment, or other oversized items must be declared in advance. Transport of undeclared oversized items is subject to availability and may not be possible without additional arrangements.

Child seats may be available upon request and subject to availability.

Customers are responsible for:

• requesting child seats in advance;

• ensuring suitability for the child’s age and size;

• compliance with applicable safety requirements.

Standard luggage is included based on the vehicle class selected and the information provided at the time of booking. Luggage capacity depends on vehicle type, number of passengers, and configuration. Capacity is limited and not unlimited.

There is no universal luggage allowance. Customers must accurately declare the number, size, and type of luggage when making a booking. Failure to declare luggage correctly may affect service availability and may result in additional charges or refusal of transport.

Oversized or special luggage may include, but is not limited to:

• large or extra suitcases;

• sports equipment;

• musical instruments;

• strollers or mobility aids.

Such items must be declared in advance and are subject to space and safety limitations.

Transport of undeclared or additional luggage is not guaranteed. If luggage exceeds the declared amount or available capacity, the relevant service provider may:

• require an additional vehicle;

• apply additional charges;

• delay the service; or

• decline to provide the service.

Customers are responsible for the packing, handling, and insurance of fragile, valuable, or sensitive items. The Company and the service providers are not responsible for damage to or loss of such items unless required by applicable law.

Special requests may include:

• child seats;

• assistance with boarding;

• specific pickup considerations.

Special requests must be submitted in advance and are subject to availability and operational feasibility.

No.

Special requests are handled on a best-effort basis and are not guaranteed unless expressly confirmed as part of the booking.

Failure to communicate special requirements in advance may result in:

• inability to provide the requested accommodation;

• delays;

• additional charges; or

• refusal of service by the service provider where safety or capacity is affected.

The price generally includes the transportation service and basic operational costs associated with the booked service. Inclusions may vary depending on service type and route. Any additional services or special requests may incur extra charges.

Prices may include applicable taxes and fees in accordance with Thai law. Where applicable, taxes or mandatory fees are reflected in the final price at the time of booking confirmation.

Yes.

Prices may change due to:

• operational conditions;

• route or service changes;

• updated information provided by the customer;

• external cost factors.

Price changes apply only prior to booking confirmation. Confirmed bookings are not affected unless modified by the customer.

Payments are accepted through third-party payment providers and available methods may include bank cards, online payment systems, or other electronic methods. Available payment options depend on the customer’s location and the payment provider’s rules.

Payment requirements depend on the service type and may include:

• full payment in advance; or

• a deposit followed by balance payment.

Payment terms are communicated at the time of booking confirmation.

No.

Payment details are processed by third-party payment providers. The Company does not store bank card or payment account details.

Prices are displayed in the currency specified at the time of booking. The Company is not responsible for:

• exchange rate fluctuations;

• currency conversion differences;

• fees charged by banks or payment providers.

Payment processing times depend on third-party providers and banks. Delays or failures in payment processing caused by third parties are outside the Company’s control and may affect booking confirmation.

Cancellations must be submitted through the Company’s official communication channels. The effective time of cancellation is determined based on when the cancellation request is received by the Company, calculated in Thailand time (ICT).

No.

Refund eligibility depends on factors such as:

• the service booked;

• the timing of the cancellation;

• whether the service has already been partially performed or operationally committed.

Refunds are governed exclusively by the Refund & Cancellation Policy.

A no-show generally occurs when the customer:

• fails to appear at the agreed pickup time and location; or

• does not make contact within the applicable waiting period.

No-show situations are handled in accordance with the Refund & Cancellation Policy and may result in no refund.

Approved refunds are processed using the original payment method where technically possible. Refund processing times depend on payment providers and banks and are outside the Company’s control.

Payment provider fees, bank charges, or currency conversion costs are generally non-refundable and are not compensated by the Company.

In limited cases, a service may be cancelled or modified by the Company or the relevant service provider due to:

• force majeure;

• decisions or requirements of authorities;

• technical or operational reasons.

In such cases, the Company may, where appropriate, offer a refund or an alternative solution, in accordance with the Refund & Cancellation Policy.

Detailed cancellation and refund conditions are set out in the Refund & Cancellation Policy, which forms part of the contractual agreement. Customers are responsible for reviewing the applicable policy before making a booking.

The Company collects personal data necessary to process bookings, communicate with customers, and arrange services. This may include contact details, booking information, and service-related communications, depending on how the booking is made.

Personal data is used for purposes such as:

• processing and managing bookings;

• communicating service details and updates;

• customer support;

• compliance with legal and regulatory obligations.

Personal data is not used for unrelated purposes.

Personal data may be shared with service providers, partners, or technical platforms only to the extent necessary to provide the booked services or operate the platform. Data may also be disclosed where required by law or lawful authority.

The Company applies reasonable technical and organisational measures to protect personal data against unauthorised access, loss, or misuse. However, absolute security cannot be guaranteed.

Users have rights under applicable Thai data protection law (PDPA), including the right to request access to, correction of, or deletion of personal data in certain circumstances. Requests can be submitted using the Company’s official contact details.

Requests for data deletion may be submitted in accordance with applicable law. Certain data may need to be retained for legal, accounting, or operational reasons and cannot be deleted immediately.

Comprehensive information about data collection, use, storage, and user rights is set out in the Privacy Policy. The Privacy Policy forms part of the contractual documentation governing use of the platform.

The Company is responsible for:

• organizing and coordinating the booked services;

• communicating relevant service information through official channels;

• arranging transportation through independent service providers.

The Company does not assume responsibility for matters outside the scope of service coordination.

Services are provided by independent drivers or third-party operators. These parties are responsible for the operational execution of transportation. The Company does not control or guarantee the actions of third parties beyond coordination and scheduling.

Yes.

The Company is not responsible for delays, changes, or service disruption caused by:

• traffic conditions;

• weather;

• road closures or accidents;

• technical failures;

• decisions or actions of authorities;

• force majeure events.

Such circumstances do not constitute service failure.

No.

All immigration, border, and entry-related decisions are made exclusively by the competent authorities. The Company does not influence, control, or guarantee such decisions and is not responsible for outcomes related to immigration or border control.

The Company is not responsible for missed flights, appointments, or onward connections caused by:

• traffic or external delays;

• customer lateness;

• authority-related procedures;

• force majeure events.

Customers are advised to plan with reasonable time buffers.

The Company’s liability, where applicable, is limited and governed by the Terms & Conditions. The Company is not liable for indirect, incidental, or consequential losses except where required by applicable law.

No.

This section is provided for general informational purposes only. Binding rights, obligations, and limitations are set out exclusively in the Terms & Conditions and related policies.

Support availability may vary depending on:

• time of day;

• service type;

• operational workload;

• weekends or public holidays.

Response times are not guaranteed.

Booking-related inquiries, updates, or issues should be raised as soon as possible through official communication channels. The Company addresses issues based on the information available at the time and operational feasibility of the service providers.

Emergency or urgent matters should be communicated using the contact method specified in the booking confirmation, where applicable. The Company does not guarantee immediate availability outside normal operational capacity.

Communications may be conducted via:

• email;

• messenger platforms;

• other electronic means designated by the Company.

Customers agree that service-related and legally relevant information may be delivered electronically.

For operational, security, quality control, and dispute-resolution purposes, communications may be logged and stored in accordance with the Privacy Policy.

Feedback or complaints may be submitted through official communication channels. The Company may review and respond to feedback at its discretion. Submission of a complaint does not guarantee a specific outcome.

No.

This FAQ is provided for general informational purposes only and does not replace, amend, or override any contractual documents. In the event of any inconsistency, the Terms & Conditions and related policies prevail.

All services and contractual documents are governed by and interpreted in accordance with the laws of the Kingdom of Thailand.

Any disputes arising in connection with the use of the platform or services are handled in accordance with the Terms & Conditions and applicable Thai law.

The Company may update its policies from time to time. Updated versions are published on the website and apply to new bookings and interactions from the effective date.

The most current versions of all policies are available on the Company’s website. Customers are responsible for reviewing the applicable documents before making a booking.