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Cancellation and Change Policy

CANCELLATION AND CHANGE POLICY

When you book with Wheelzup, we hold a vehicle, a driver and bikes for you, and we turn other riders away. Late changes are hard for us to fill. This policy keeps things simple and fair, and it is the same for every Wheelzup service: shuttles, luggage transfers, bike rentals, guided rides, trip packages, Rocky Gap rentals, kids camps and team building.

All dates are counted from the first service date on your booking. One booking, one policy, even if it includes several services.

PAYMENT

  • If your trip is more than 14 days away, you pay a 50% deposit when you book. The balance is due 14 days before your first service date. We’ll email you a pay link.
  • If your trip is 14 days away or less, you pay in full when you book.
  • The $50 reservation fee is already included in the price you see. It is not added at the end.
  • If your balance is still unpaid 7 days before your trip, we’ll send a final notice. If it is still unpaid 5 days before your trip, we may release your booking, and your deposit is not refunded.

IF YOU CANCEL

  • 31 days or more before your trip: everything you paid comes back, minus the $50 reservation fee.
  • 4 to 30 days before your trip: we keep half the trip price. If you’ve only paid your 50% deposit, that’s your deposit and nothing more is owed. If you’ve paid in full, you get half back.
  • 3 days or less before your trip, or a no-show: no refund.

Refunds go back to your original payment method. We don’t issue credits.

To cancel, reply to your confirmation email or call us. The time we receive your request decides which of the above applies.

Example: a $320 shuttle on June 15.

  • Cancel by May 15: $270 back.
  • Cancel May 16 to June 11: $160 back.
  • Cancel after June 11: no refund.

CHANGES MORE THAN 14 DAYS BEFORE YOUR TRIP

  • You can add or remove riders and bikes, change bike types, vehicles or pickup points. The price adjusts. Removed riders or bikes are refunded under the cancellation rules above.
  • Date changes are free 31 days or more before your trip. From 30 to 15 days before, you can change your date once for $50, subject to availability.
  • A date change doesn’t reset the clock. If you later cancel, the rules above count from your original trip date.

14 DAYS BEFORE YOUR TRIP, YOUR BOOKING LOCKS

From 14 days before your first service date:

  • Fewer riders or bikes can still come, but there’s no refund for anyone who drops out.
  • We can’t add riders or bikes, or change vehicles, bike types or dates.
  • Bike size changes depend on what we have in stock.
  • You can still update lodging addresses for luggage and pickups on the same route.
  • You can still cancel the whole booking under the rules above.

We’ll email you 3 days before the lock so you have time to make any changes.

WEATHER AND CLOSURES

We ride rain or shine. We only call off a service when one of these is in effect for your route:

  • A National Weather Service warning (not a watch or forecast) for severe thunderstorms, tornado, flooding, winter storm or ice, high wind, or extreme heat
  • An official trail or road closure (National Park Service C&O Canal alert, GAP closure notice, or road closure) that blocks your pickup, drop-off or route
  • A Wheelzup vehicle, driver or equipment problem we can’t cover

We make the call by 6pm the evening before (2 hours before for same-day services) and text and email you. If we call it off, you choose:

  • a full refund, including the $50 reservation fee,
  • a new date, or
  • a new pickup point, at no extra charge.

If a closure or detour doesn’t stop the service, for example a trail section is closed but we can meet you at another access point, we’ll reroute you at no charge.

If none of these is in effect and you decide not to ride, the normal cancellation rules apply. Delays from traffic, weather or trail conditions are not refunded, but we’ll keep you informed.

Illness, injury or travel problems follow the normal cancellation rules. We recommend travel insurance.

NO-SHOWS AND LATE ARRIVALS

  • If you’re not at the pickup point within 30 minutes of your scheduled time and we can’t reach you, it’s a no-show and there’s no refund.
  • If you’re running late, call us. We’ll wait if the schedule allows. Extra waiting or a second trip is charged at our standard rate.

WHICH POLICY APPLIES TO YOUR BOOKING

The policy shown when you book is the one that applies to your booking. You’ll see it at checkout and in your confirmation email.

QUESTIONS

Email [email protected] or call (240) 362-7021.