Cancellation and Refund Policy
This policy explains how to cancel a booked transfer and when you are entitled to a refund. It applies to all bookings on elevantias.com and complies with Ukrainian consumer law.
1. Cancellation by You
You may cancel anytime before pickup via email to contact@elevantias.com or phone +380 678 380 4410. Fees:
- More than 24h before pickup: full refund.
- 2–24h before pickup: 50% refund.
- Less than 2h or no-show: no refund.
These terms follow Law of Ukraine No. 675-VIII 'On Electronic Commerce' of 3 September 2015, which requires that you can review and correct your booking before confirming.
2. Cancellation by Us
If we cancel for reasons within our control, you get a full refund. If we cancel due to force majeure, we offer a full refund or alternative transfer at no extra cost. We will notify you using your contact details.
3. Refund Process
Eligible refunds are processed within 14 calendar days of your request. Refunds use the same payment method, unless you agree otherwise. We confirm the refund in a durable format (email) as required by Law of Ukraine No. 675-VIII 'On Electronic Commerce' of 3 September 2015.
4. Complaints and Dispute Resolution
You have the right to complain. Send complaints to contact@elevantias.com or by post. We respond within 30 calendar days. If unsatisfied, contact the State Service of Ukraine for Food Safety and Consumer Protection. This follows Law of Ukraine No. 3153-IX 'On Consumer Protection' of 10 June 2023.
5. Legal Basis
Key laws: Law of Ukraine No. 675-VIII 'On Electronic Commerce' of 3 September 2015; Law of Ukraine No. 3153-IX 'On Consumer Protection' of 10 June 2023; Law of Ukraine No. 2297-VI 'On Personal Data Protection' of 1 June 2010; Law of Ukraine No. 2704-VIII 'On ensuring the functioning of Ukrainian as the state language' of 25 April 2019; Law of Ukraine No. 270/96-VR 'On Advertising' of 3 July 1996. Consumer information is available in Ukrainian per Law No. 2704-VIII. If we provide road passenger transport, we hold the required license under Law of Ukraine No. 2344-III 'On Road Transport' of 5 April 2001 and Law of Ukraine No. 222-VIII 'On Licensing Types of Economic Activity' of 2 March 2015.
6. Contact Details
elevantias.com (PE)
Business Center 'Horizon', 15 Antonovycha Street, Office 703, Kyiv, 03150, Ukraine
Email: contact@elevantias.com
Phone: +380 678 380 4410
EDRPOU: 03891395
Legal representative: Laura Novak, Managing Director