Most bookings proceed as planned and the service is delivered without a refund being needed. When plans change or an issue arises, we work with clients to review the circumstances and determine whether a full or partial refund applies. Please contact us promptly if you need to change or cancel a booking.
1. Policy overview
This Refund Policy applies to eligible bookings made through Airport Transfers Entebbe, operated by EBB Multiple Services Limited. It is intended to explain how refund requests are assessed when a client changes their travel schedule, cancels a trip, or when circumstances affect the booked service.
Refund eligibility and the amount payable depend on the timing of the request and the rules set out below. Please keep your booking confirmation and payment record, as these may be needed to assess a request.
2. What is covered
This policy covers the following services booked through Airport Transfers Entebbe:
- Tour packages offered on this website.
- Airport pick-up and transfer services offered on this website.
3. What is not covered
Services provided by third parties are not covered by this policy, whether they are listed on this website or arranged separately. Examples include hotel reservations, flight bookings and other services delivered by independent providers. For those services, please check the relevant provider’s cancellation and refund terms.
4. When a client changes travel plans or schedule
For a request to change or cancel a booking, the following refund schedule applies according to how far in advance the request is made before the service date:
| When the request is made | Refund amount |
|---|---|
| One month or more before the service date | 90% |
| Less than one month but more than one week before the service date | 50% |
| Less than one week before the service date | 30% |
| Less than three days before the service date | No refund |
Because the timing categories in this schedule may overlap near the one-week and three-day cut-offs, please contact our team as soon as you know your plans have changed so we can confirm which category applies to your booking.
5. Refund processing and reimbursement
Where a refund is approved, reimbursement is returned to the online wallet or payment method used for the booking, where supported by the payment provider. Refunds to a credit card can only be made to the same card used for the original transaction. The original policy states that a refund is effected within no more than 48 hours after the claim is discharged; actual receipt may also depend on the payment provider and the payment method’s processing time.
We will advise you if further booking or payment information is needed to assess your request. Please retain your payment confirmation and any communication relating to the booking.
6. Fraudulent or unsupported claims
Refund claims should be genuine and supported by booking or payment records. Examples of claims that may be treated as fraudulent or unsupported include:
- Claims without a corresponding booking transaction record.
- Claims that materially overstate the amount paid or the refund due.
Users who submit fraudulent claims risk losing access to refund-policy coverage for the current and future transactions, subject to applicable law and the circumstances of the claim.
7. Unforeseen circumstances and service disruption
In circumstances beyond our control, EBB Multiple Services Limited reserves the right to cancel a service. Where payment has already been made, any refund will be considered with reference to this policy.
If a vehicle breaks down during a journey, an alternative vehicle will be provided, allowing a practical amount of time for the replacement arrangements to be made.
8. Contact us about a refund
To request a refund or ask how this policy applies to your booking, contact our team as soon as possible. Include your booking reference (if available), service date, name used for the booking and payment confirmation details. Do not send card numbers, passwords or other sensitive payment credentials by ordinary email or messaging.
Company: EBB Multiple Services Limited
Brand: Airport Transfers Entebbe
Address: Entebbe International Airport, P.O. Box 655, Entebbe, Uganda
Telephone: +256 752 641 092
Important: Please review this policy before paying for a booking. If you have a confirmed booking, the specific arrangements confirmed with our team should also be checked. This page is a customer information policy and is not a substitute for legal advice.