Urgent Refund Request – Double Payment for Shuttle Booking

Dear Limetime Shuttle Team,

I am writing to formally request a refund for the additional payment I was forced to make for my trip from Centurion to Nelspruit. I initially booked the shuttle for March 28th, 11:40 AM (arrival at 16:20) and, due to unavoidable circumstances, I was unable to make the trip at that time. I immediately contacted your team via email and phone, following your stated policy for rescheduling.

As per your terms and conditions, a date change more than 24 hours before departure requires only a R50 fee. I followed the correct process, yet when I arrived at the pickup station, I was told I had to pay again. This is completely unacceptable, especially given my multiple attempts to confirm my rescheduled trip.

I initially paid R494.70 for the trip, and today I was told I need to pay R510 again just to travel. This means I have paid R989 for a single trip that should have cost only R494.70 + R50 rescheduling fee at most.

I request an immediate refund of R497.70, as I have already paid more than necessary according to your policy. I have attached proof of my payments and all communication regarding the rescheduling.

I expect a response and resolution within 7 days before escalating this matter further.

Looking forward to your prompt assistance.

Best regards, Joy Ngoma