Refund & Cancellation

Refund, Postpone, and Cancellation Policy

1. REFUND POLICY
1.1. For all bookings (ONE WAY or BY THE HOUR) canceled by the customer more than 48 hours before the start of the hire period, a 100% refund will be issued, minus a 3% transaction fee, within 10 business days.
1.2. For all bookings (ONE WAY or BY THE HOUR) canceled by the customer less than 48 hours before the start of the hire period, the entire amount paid will be non-refundable.
1.3. For wedding bookings, if cancellation occurs 30 days or more prior to the start of the hire period, the deposit will be non-refundable.
1.4. For multiple vehicle bookings canceled by the customer within 7 days before the start of the hire period, 100% of all monies paid will be non-refundable.
1.5. If the customer fails to appear at the designated pickup point at the scheduled time, the following policies apply:

• For airport pickups, failure to appear within 60 minutes of the scheduled time will result in booking cancellation, and all monies paid will be non-refundable.
• For address pickups, failure to appear within 30 minutes of the scheduled time will result in booking cancellation, and all monies paid will be non-refundable.
  1.6. Waiting time charges apply as per the vehicle in service. Only the first 60 minutes (for airport pickups) and 30 minutes (for address pickups) are free of charge.

2. POSTPONEMENT POLICY
2.1. Requests to postpone bookings must be made with a minimum of 48 hours’ notice prior to the original booking start time. Failure to provide such notice will result in automatic cancellation, and all monies paid will be non-refundable.
2.2. Each booking may only be postponed once from the original booking date, provided the customer gives at least 48 hours’ notice beyond the new proposed date.
2.3. If the customer fails to attend after a booking has been postponed, the booking will be canceled automatically, and all monies paid will remain non-refundable.
2.4. Once a postponement request has been initiated by the client, the option to cancel the booking and request a refund is forfeited.

3. CANCELLATION POLICY
3.1. Exceeding the designated luggage capacity of a vehicle may result in trip cancellation, and the full amount paid will remain non-refundable. Customers must refer to the Terms and Conditions: Requirements for Booking Transportation for luggage specifications.
3.2. Prior written consent is required to bring animals onboard, except for guide and hearing dogs. Failure to obtain consent may result in additional charges or trip cancellation without any refund.
3.3. Strict adherence to child restraint laws is mandatory. Non-compliance (e.g., children without proper safety restraints) may result in booking cancellation, and all monies paid will be non-refundable. It is the responsibility of the parent or guardian to ensure the child’s safety during the journey.

For further details, please consult our Terms and Conditions or contact our customer service team at: +44 (0) 2045 323232