At GoGoria, we want private travel in Georgia to feel clear, fair and easy to manage. This policy explains how cancellations, payments, booking changes and refunds work for services booked directly with GoGoria.
This policy applies to private transfers, hourly driver bookings, one-day private routes and GoGoria Classic Day Trips. Multi-day trips, corporate arrangements, hotel partner bookings and specially arranged services may include additional written conditions, which will be shared before payment or confirmation.
Booking request, review and guaranteed confirmation
Submitting the booking form creates an order request and gives the guest access to the Order Details page. It confirms that GoGoria has received the request, but it does not require immediate payment and does not by itself make the booking guaranteed.
GoGoria reviews the route, exact pickup and destination points, planned stops, passenger and luggage details, schedule, selected vehicle category and price. We may approve and confirm that the requested service can be provided even before the guest completes the customer-side confirmation described below.
To make the booking guaranteed, the guest should open the received Order Details page and:
- review the route, date, time, passengers, luggage, vehicle, price and any Optional Extras;
- use Request Change if any detail must be corrected or if the booking should be cancelled;
- choose the available full-payment or deposit option;
- accept the applicable terms and confirm the order; and
- complete the selected payment or deposit step.
By confirming the order, the guest confirms that the displayed booking details have been reviewed and are correct. Once the customer-side confirmation and the required payment or deposit are completed, the booking is guaranteed and the required driver time and vehicle are reserved for the confirmed service.
If the submitted booking contains an error, includes a point that cannot be reached as entered, or requires a different type of vehicle for the selected road, GoGoria will contact the guest before guaranteed confirmation. We will agree the corrected location, suitable vehicle, local 4×4 arrangement, alternative route and any resulting price difference before the booking is guaranteed.
1. Free cancellation
Private transfers, hourly driver bookings, one-day private routes and GoGoria Classic Day Trips may be cancelled free of charge at least 24 hours before the scheduled pickup time, except for any non-refundable third-party arrangement disclosed before confirmation.
When a booking is cancelled within this period, any refundable deposit or eligible advance payment will be returned in accordance with the refund method and timing described below.
Any special arrangement that includes a non-refundable third-party cost will be explained before it is confirmed.
2. Late cancellation and no-show
For private transfers, hourly driver bookings, one-day private routes and GoGoria Classic Day Trips, the following cancellation terms apply:
Cancellation charges are calculated as a percentage of the total booking price, regardless of whether the guest paid a deposit or the full amount. This means guests are treated consistently whichever payment option they selected.
If the amount already paid is higher than the applicable cancellation charge, the difference will be refunded. If it is lower, GoGoria will not request an additional cancellation payment.
These charges help cover driver time reserved for the booking, vehicle preparation and arrangements already made. Where the reserved driver and vehicle can be released without significant cost, GoGoria may offer a more favourable refund or a booking credit.
A booking may be treated as a no-show when the passenger does not arrive at the agreed pickup point and cannot be reached within the waiting period applicable to the booking.
3. Deposits and payment options
Submitting a booking request does not require the guest to pay immediately. To secure a guaranteed booking from the Order Details page, the guest may choose one of the available guarantee options:
- full advance payment by bank transfer or another payment method displayed on the order; or
- a deposit, normally 20% of the total price, with the remaining balance payable to GoGoria using the method and deadline shown for the order or invoice.
When the guest chooses full advance payment and enters the PAY5 coupon code before confirming the order, a 5% discount applies to the eligible booking total.
A request becomes a guaranteed booking after the guest has confirmed the order and completed the required full payment or deposit.
A deposit may be requested for longer routes, high-demand dates, large groups, specific vehicle requests, multi-stop plans, multi-day trips or other individually arranged services.
For hourly driver bookings that travel through different regions, the confirmed price includes the driver’s required overnight accommodation and other driver-related expenses for the agreed itinerary, together with the standard service inclusions. The guest does not need to arrange or pay these costs separately unless a different arrangement is clearly stated in writing before confirmation.
4. Refunds for advance payments
Approved refunds will normally be returned to the original payment method whenever possible.
GoGoria normally initiates an approved refund within 3 business days. The time needed for the funds to appear in the guest’s account may then depend on the bank, card issuer or payment provider.
If an external payment or service provider has charged a non-refundable fee, this will be explained and any deduction will be shown clearly when the refund is calculated.
5. Changes before pickup
Guests may request changes before pickup by opening the received Order Details page and selecting Request Change. The same form may be used to submit a cancellation request. Guests may also contact GoGoria directly if they cannot access the order page.
Requested changes may include the date or time, pickup address, destination, planned stops, passenger count, luggage, Optional Extras or vehicle category.
GoGoria will adjust the booking whenever reasonably possible. If the change affects the distance, duration, route, vehicle category, driver availability or operating cost, we will confirm any price difference before updating the booking.
If a requested change cannot be arranged, the guest may keep the original booking or cancel it under the applicable cancellation terms.
6. Stops, waiting time and changes during the service
Planned stops should be entered in the booking or shared with GoGoria before confirmation. Normal short comfort, toilet, coffee or photo stops can usually be accommodated within the confirmed route and schedule.
If the guest requests an additional destination, a substantial route change, extended waiting time or a significantly longer itinerary during the service, any additional price will be explained and agreed before the changed service continues.
If the guest chooses to shorten the route after the service has started, the confirmed price is generally not reduced because the driver and vehicle have already been reserved for that booking. This does not apply where a material part of the confirmed service cannot be provided by GoGoria.
7. Driver or vehicle replacement after confirmation
Once GoGoria has reviewed and confirmed a booking, the service will not be cancelled simply because the originally planned driver or vehicle becomes unavailable.
If a confirmed driver or vehicle must be changed because of illness, a technical issue or another unforeseen operational circumstance, GoGoria will arrange the confirmed vehicle category or a suitable equivalent and will inform the guest as soon as practical. This replacement does not create an additional charge for the guest.
Where changing road conditions require a different type of vehicle rather than an equivalent vehicle in the same category, the arrangements described in the next section will apply.
8. Route access, road conditions and vehicle suitability
Some mountain and regional locations may require a particular type of vehicle. This is normally identified during GoGoria’s review before the booking is confirmed.
After confirmation, access may still change because of heavy snow, road-surface damage, a road closure, a temporary restriction or another natural or seasonal condition. In these circumstances, the originally booked vehicle may no longer be suitable for part of the confirmed route.
GoGoria will contact the guest and offer the most practical available solution. This may include replacing the booked vehicle with a more suitable vehicle, arranging a local 4×4, changing the meeting or destination point, using an alternative route or moving the service to another date.
Any change to the service or price will be explained and agreed with the guest before the new arrangement is confirmed. Only when the affected route cannot be completed and no proposed alternative or rebooking is accepted will the refundable amount paid for the affected service be returned.
Where delays or route restrictions arise from circumstances outside GoGoria’s reasonable control, we will keep the guest informed and coordinate the agreed alternative.
9. Special arrangements and third-party costs
Some bookings may include individually arranged services such as a specific vehicle, professional guide, attraction ticket, restaurant reservation, flowers, additional meet-and-greet service, private security or another third-party service.
If an arrangement involves a non-refundable third-party cost, GoGoria will inform the guest before that arrangement is confirmed. If the booking is later cancelled, only the cost that has already been committed and cannot be recovered may be deducted from the refundable amount.
Standard child seats and other Optional Extras offered directly on the Order Details page are shown with their price before they are added to the order.
10. Multi-day trips
Multi-day private trips involve longer driver availability, route planning, overnight arrangements and vehicle reservation.
Unless different written conditions are provided before confirmation, a multi-day trip can be cancelled free of charge up to 7 full calendar days before the first service date.
For cancellation within 7 days of the first service date, GoGoria may retain the deposit and deduct reasonable, documented costs already committed to the booking. Any remaining refundable balance will be returned.
If a multi-day proposal, invoice or agreement contains specific cancellation terms, those terms will apply to that booking.
11. How to cancel or request a refund
The simplest way to request a booking change or cancellation is to open the received Order Details page and select Request Change. The guest can use this form to explain the requested correction, route change or cancellation.
Submitting the form does not alter or cancel the order automatically. GoGoria will review the request and confirm the updated or cancelled status to the guest.
If the Order Details page is unavailable, or if the guest also needs to request a refund, please contact GoGoria as soon as possible through one of our official channels:
- Email: info@gogoria.com
- WhatsApp: +995 551 590 088
Please include the booking or order number, the guest’s name and the scheduled service date. A brief reason is helpful when the request involves a route problem, booking change or special arrangement, but it is not required for a standard cancellation.
GoGoria will review the request using the confirmed booking details, cancellation time, payment method and any arrangements already made.
12. A fair approach
This policy is intended to keep bookings flexible for guests while respecting the time of local drivers who reserve their schedule, prepare the vehicle and may decline other work after confirmation.
We will explain any deduction clearly and return any remaining refundable amount in accordance with this policy.
Nothing in this policy limits any rights that a consumer may have under the applicable laws of Georgia.