Payment, Cancellation and Refund Policy

1. Payment Terms

Service Type	Payment Method	Payment Deadline
Airport transfer / one-way transfer	Full payment	100% payment upon booking submission
Private charter / one-day trip	Full payment	100% payment upon booking submission
Multi-day / customized trip	Full payment	100% payment upon booking submission
Short-notice booking	Full payment	100% payment upon booking submission

Additional Terms:

The customer must pay the full amount after submitting a booking. A booking is confirmed only after payment has been successfully completed and Mobex has issued a confirmation.
All prices, additional charges, payment deadlines, cancellation terms, refund rates, refund calculation methods, and possible deductions must be clearly displayed before payment and confirmed by the customer before payment is completed.
Unless expressly stated otherwise in a quotation or booking confirmation, all amounts quoted by Mobex to the customer include applicable taxes.

2. Customer Cancellation

Service Type	Cancellation Time	Refund Rate
Airport transfer / one-way transfer	At least 24 hours before the scheduled pickup time	100% (less any related costs disclosed in advance and non-recoverable)
Airport transfer / one-way transfer	Less than 24 hours before the scheduled pickup time	No refund
Private charter / one-day trip	At least 72 hours before the service start time	100% (less any related costs disclosed in advance and non-recoverable)
Private charter / one-day trip	From 24 hours to less than 72 hours before the service start time	50%
Private charter / one-day trip	Less than 24 hours before the service start time	No refund
Multi-day / customized trip	At least 14 days before the trip start date	100% (less any related costs disclosed in advance and non-recoverable)
Multi-day / customized trip	From 7 days to less than 14 days before the trip start date	50%
Multi-day / customized trip	Less than 7 days before the trip start date	No refund
Short-notice booking	At the time of booking, the remaining time before the service starts is shorter than the applicable free-cancellation period stated in this Policy	No refund, unless otherwise stated before the booking is confirmed
Non-refundable promotional offer	The customer voluntarily cancels after booking confirmation	No refund; however, if Mobex cancels, fails to perform the service, or a force majeure event under Section 6 occurs, Section 5 or Section 6 shall apply, as applicable

Additional Terms:

The cancellation time is the time when the customer successfully submits the cancellation request through an official channel listed in Section 7. For the website, the time displayed by the system as successfully submitted applies. For email or an official messaging platform, the time displayed by the platform as successfully sent or delivered applies. A failed submission, bounced email, or unsuccessful transmission is not treated as a received request.
The customer’s subsequent confirmation of refund information or cancellation details does not affect the refund tier determined by the successful submission time under the preceding paragraph.
All times are calculated based on Thailand time.
If an individual quotation or booking confirmation contains special cancellation terms, the special terms confirmed by the customer before payment shall prevail; however, such special terms may not exclude or reduce Mobex’s refund obligations for unprovided services under Section 5.
After the customer submits a cancellation request and before the cancellation is finalized, Mobex shall display the cancellation terms applicable to the booking, the estimated refund rate or amount, possible deductions, and refund method. The cancellation will be completed only after the customer confirms, but the applicable refund tier remains determined by the successful submission time under paragraph 1.
A “100% refund” in the table means that the refundable service amount for the booking is refundable based on the service type and cancellation time. If there are non-recoverable third-party costs, payment fees, or other deductions that meet the requirements of Section 8, the actual refund shall still be calculated in accordance with Section 8.
Where a customer cancels after the booking has been confirmed, fees charged by a payment platform, credit card provider, bank, or third-party supplier may be deducted from the refund only if the fee type and calculation basis were disclosed before booking and the fees were actually incurred and can be substantiated. Any cancellation handling fee charged by Mobex must be clearly disclosed before booking as a fixed amount or percentage.
“Actually incurred and non-recoverable” means costs that Mobex has paid or is legally required to pay and that cannot be refunded under the applicable third-party terms. Mobex shall provide a receipt, payment record, supplier terms, or other verifiable explanation.

3. Booking Changes

Situation	Handling Method
Change requested before the free-cancellation deadline	One change request may be submitted free of charge. “Free of charge” means only that Mobex will not charge a change handling fee; if the new trip price is higher, the customer must still pay the difference. A change becomes effective only after written confirmation by Mobex
Mobex cannot accommodate the change request	If the request was submitted within the period in which a free change may be requested and Mobex cannot accommodate it because of vehicle, staffing, or other Mobex scheduling factors, the rejected request will not count as the customer’s one free change. The original booking remains unchanged, and the customer may still proceed under its cancellation policy
Change of time, location, route, vehicle type, or passenger number	Mobex shall display the new price and any cost difference before the customer confirms the change. If the new price is higher, the customer must pay the difference
Major change requested after the free-cancellation deadline	A major change includes a change to the service date, service area, service type, vehicle class, passenger number exceeding the capacity of the original vehicle, or a route change that materially alters the service time or cost. Such a change will be treated as cancellation of the original booking and a new booking
New trip price is lower than the original booking price	The refundable difference equals the difference between the original and new booking prices, less any costs actually incurred and non-recoverable as a result of the change. Mobex shall provide the estimated amount and deduction breakdown before the change is confirmed
Mobex cannot provide the service after confirming the change	Section 5, “Cancellation or Failure to Perform by Mobex,” shall apply

A rescheduling initiated by Mobex or made because of a force majeure event under Section 6 does not count as the customer’s one free change.

4. Late Arrival, Waiting Time, and No-show

Situation	Handling Method
General pickup location and the customer can be contacted	15 minutes of free waiting time from the scheduled pickup time. After 15 minutes, if the vehicle and staff can accommodate continued waiting and the customer agrees, waiting may continue at THB 500 per hour; any part of an hour is charged as one full hour. No additional waiting fee will be charged without the customer’s consent, and Mobex is not required to wait beyond the free waiting period
General pickup location and the customer cannot be contacted	Mobex shall attempt to contact the customer using the contact details provided in the booking and retain a record of the attempt, and shall wait until 30 minutes after the scheduled pickup time. If the customer still cannot be contacted, the booking will be treated as a no-show and no refund will be issued
Airport pickup	If the customer has provided correct flight details, 90 minutes of free waiting time from the actual flight landing time
Airport pickup exceeds 90 minutes and the customer can be contacted	If the vehicle and staff can accommodate continued waiting and the customer agrees, waiting may continue at THB 500 per hour; any part of an hour is charged as one full hour. No additional waiting fee will be charged without the customer’s consent, and Mobex is not required to continue waiting
Airport pickup exceeds 90 minutes and the customer cannot be contacted	After Mobex has attempted to contact the customer using the contact details provided in the booking and retained a record of the attempt, the booking will be treated as a no-show and no refund will be issued
Customer provides incorrect flight, location, date, or contact information	If the service cannot be provided solely because of the incorrect information, the matter will be treated as the customer’s responsibility and no refund will be issued. If Mobex is also responsible, Section 5 shall apply
Customer ends the trip early or does not use part of the service	The unused portion is non-refundable

5. Cancellation or Failure to Perform by Mobex

Situation	Handling Method
Mobex cannot provide the originally booked vehicle but can provide an equivalent or upgraded vehicle	The replacement vehicle’s rated seating capacity, luggage capacity, and core specifications stated in the booking must not be lower than those of the originally booked vehicle. No additional charge will apply, and the service will proceed as scheduled
Mobex proposes rescheduling	The rescheduling becomes effective only after the customer accepts it in writing. No rescheduling fee or service price difference will be charged when the rescheduling is due to Mobex, and it will not count as the customer’s one free change
Mobex cannot provide the service and the customer does not accept an alternative	100% of the unprovided portion of the service will be refunded, including applicable taxes charged on that portion, and no refund processing fee incurred by Mobex in initiating the refund may be deducted
A delay by Mobex prevents the purpose of the transfer from being fulfilled	100% of the fee for that transfer segment will be refunded. If the purpose of the service can still be fulfilled but a time-based service is shortened, the refund will be calculated in proportion to the number of unprovided hours relative to the total originally booked hours
Cancellation before the service starts due to vehicle breakdown or another factor within Mobex’s control	The customer may choose either a full refund or free rescheduling
Part of the trip has been completed and part cannot be completed	If the booking is itemized, the price of each uncompleted item will be refunded. If the booking is not itemized, the refund will be calculated using the ordinary standalone selling price of that service or another reasonable allocation basis that Mobex can substantiate with documentation. Only a purely time-based service will be refunded in proportion to the number of unprovided hours relative to the total originally booked service hours. Mobex shall provide a calculation breakdown

For purposes of this Section, “factors within Mobex’s control” include matters relating to scheduling, staffing, vehicle maintenance, or service performance by Mobex, its employees, drivers, or contracted suppliers, but exclude force majeure events under Section 6.

For purposes of this Section, “the purpose of the transfer cannot be fulfilled” means that a delay by Mobex prevents the originally booked point-to-point transfer from being completed, or causes the customer to miss a fixed departure time or event start time disclosed to Mobex in advance in the booking, such that the transfer segment no longer has a reasonable practical purpose.

6. Force Majeure

Situation	Handling Method
An event beyond the reasonable control of both parties that could not reasonably have been foreseen or avoided, such as a natural disaster, major accident, government order, or road closure, prevents Mobex from providing the service	Priority will be given to one free rescheduling, with the new date confirmed by both parties in writing; it will not count as the customer’s one free change. If third-party costs create a price difference, Mobex shall disclose it in advance and obtain the customer’s confirmation. If rescheduling is not possible, the refund will equal the amount paid by the customer less costs actually incurred and non-recoverable, and Mobex shall provide a calculation breakdown
A flight is cancelled, or a delay shown in the airline’s official flight information prevents the customer from using the service at the originally booked time	The customer shall notify Mobex after becoming aware of the event and, where reasonably possible, before the service starts. Mobex will prioritize assistance with one free rescheduling, which will not count as the customer’s one free change. If rescheduling is not possible, the refund will equal the amount paid by the customer less costs actually incurred and non-recoverable
Customer cannot travel due to personal illness, a visa issue, or another personal reason	Section 2, “Customer Cancellation,” shall apply
Costs paid to a hotel, ticket vendor, or other third party that cannot be recovered	Such costs are excluded from the refund. In accordance with Section 8, Mobex shall provide a receipt, payment record, supplier terms, or other verifiable explanation

7. Refund Procedure

Item	Policy
Required information	The customer must provide the booking number, payment details, and reason for cancellation. If the information is incomplete, Mobex shall provide a single notice listing all missing items known at that time
Submission channel and receipt time	A request may be submitted through the Mobex website, designated email address, or official contact channel listed in the booking confirmation. For the website, the time displayed by the system as successfully submitted applies. For email or an official messaging platform, the time displayed by the platform as successfully sent or delivered applies. A failed submission, bounced email, or unsuccessful transmission is not treated as a received request
Review and refund initiation period	Within 7 business days from the date Mobex confirms receipt of all required information, Mobex shall complete the review, notify the customer of the result, and, for an approved refund, initiate the refund through the original payment institution. Business days exclude Saturdays, Sundays, and public holidays in Thailand
Refund method and currency	Refunds will generally be made through the original payment method and in the original transaction currency. If the original method or currency does not support a refund, a bank transfer, another method, or another currency may be used only with the customer’s written consent, and the exchange-rate date, exchange-rate source, and possible fees must be disclosed before confirmation
Actual crediting time	The 7-business-day period is Mobex’s deadline to complete the review and initiate the refund; it does not include the time required by a bank, credit card company, or payment service provider to credit the funds
Exchange-rate difference	When a refund is made in the original transaction currency, the refund principal approved by Mobex will not be reduced because of exchange-rate movements. If the customer agrees in writing to another currency, the amount will be calculated using the exchange-rate date and source disclosed and confirmed in advance

In this Policy, “in writing” includes messages that can be retained and verified through a Mobex-designated email address, website message, LINE, WhatsApp, or another official communication channel listed in the booking confirmation.

8. Refund Calculation Principles

The refund amount is calculated as follows:

Refund amount = (Refundable service amount × Refund rate applicable to the booking)
− Third-party costs actually paid and non-recoverable
− Payment or cancellation handling fees for which the calculation basis was disclosed before booking and that were actually incurred due to the customer’s cancellation

The “refundable service amount” excludes services already used by the customer or completed by Mobex and includes applicable taxes originally charged on the refundable portion. If the booking is itemized, the price of each item will apply. If the booking is not itemized, the refundable service amount will be determined using the ordinary standalone selling price of that service or another reasonable allocation basis that Mobex can substantiate with documentation. Only a purely time-based service will be determined in proportion to the number of unprovided hours relative to the total originally booked hours.

“Actually incurred and non-recoverable” costs include amounts that Mobex has paid or is legally required to pay to vehicle providers, drivers, accommodation providers, ticket vendors, restaurants, or other third-party suppliers and that cannot be refunded under the applicable third-party terms. Mobex shall provide a receipt, payment record, supplier terms, or other verifiable explanation.

If a cancellation is made within a 100% refund period, the 100% refund includes applicable taxes originally charged on the refundable service amount; the actual refund may still be lower than the total amount paid because of the deductions described above. All types of possible deductions and their calculation bases must be disclosed before booking, and an estimated refund and deduction breakdown must be displayed before the cancellation is confirmed. If the final amount differs, Mobex shall provide the reason for the difference and an updated breakdown.

Payment fees charged by a payment platform, credit card company, bank, or other payment institution at the time of the customer’s original payment are borne by the customer and are non-refundable if they were disclosed in advance and actually incurred. Any refund processing fee incurred by Mobex in carrying out the refund is borne by Mobex and may not be deducted from the approved refund principal.

No fee, cost, or service amount may be deducted more than once under different descriptions.

Payment-institution processing affects only the actual crediting time and, where the customer has agreed in writing to another currency, the exchange rate and fees actually charged by the payment institution. It does not affect the refund principal approved by Mobex.

If the calculation produces a zero or negative amount, the refund amount will be zero.

9. Language, Version, and Application

This Policy is provided in Chinese, English, and Thai. If there is any ambiguity, inconsistency, or difference in interpretation among the language versions, the English version shall prevail.
This version was revised on 19 August 2026. Its effective date is the date on which this version is officially launched in the Mobex system and displayed on the website.
This version applies only to bookings confirmed on or after its effective date. Bookings confirmed before the effective date remain governed by the policy and special terms confirmed by the customer at the time of payment, unless the new version is more favorable to the customer or both parties agree in writing to apply the new version.
Any future amendment by Mobex may not retroactively reduce the customer’s rights under a confirmed booking.