This Cancellation & Refund Policy explains how cancellations, no-shows, and applicable refunds are handled for Tullo rides.
You may cancel a scheduled ride more than 24 hours before the scheduled pickup time without a cancellation fee. Any applicable payment authorization will be released or any eligible payment will be refunded according to the payment processor’s timing.
A cancellation made within 24 hours of the scheduled pickup time may be subject to a $20 cancellation fee. If the fare has already been captured, Tullo may refund the remaining eligible amount after the applicable fee.
If a rider does not appear at the designated pickup location within the applicable waiting period and cannot be reached using the contact information associated with the booking, the ride may be treated as a no-show. A no-show may result in the applicable fare or cancellation amount being charged, subject to the circumstances of the trip.
If Tullo or a driver cancels a ride and the rider is not responsible for the cancellation, Tullo will generally seek to provide a replacement option when available or issue an eligible refund.
When flight information is provided and flight tracking is available, Tullo may use that information to assist with scheduling. Riders should update Tullo as soon as reasonably possible when flight details change. A flight delay or change does not automatically create a cancellation fee exemption; Tullo may review circumstances individually.
Approved refunds are returned through the applicable payment method. The time required for a refund or release of an authorization to appear on a statement is controlled in part by the payment processor and the card issuer.
Tullo may waive or modify a cancellation fee when circumstances warrant, including certain operational issues, significant service disruptions, or other situations determined by Tullo. Any exception is discretionary unless required by applicable law.
For questions about a cancellation or refund, contact support@tullo.com with your booking information.