If a booking is cancelled by the customer before 48 hours from the start of the period of hire, 100% of all monies paid will be refundable and/or client will not be invoiced for booked travel.
If a booking is cancelled by the customer within 48 hours from the start of the period of hire, 50% of all monies paid will be non-refundable and/or client will be invoiced for balance of booked travel.
If a booking is cancelled by the customer within 24 hours from the start of the period of hire, 100% of all monies paid will be non-refundable and/or client will be invoiced for balance of booked travel.
If the passenger(s) does not appear at the time and place designated as the pickup point, all monies paid will be non-refundable and/or client will be invoiced for full cost of booked travel.
Payments and Deposits
Payment in full must be received prior to your travel date unless alternative arrangements have been agreed or the travel is on account. You can settle your payment via cash, BACS transfer or credit/debit card through our secure Stripe payment portal or the designated online payment page on our website. Upon confirmation of your booking, an invoice with payment instructions will be sent to you approximately a week before your journey date which will include a link to our Stripe payment portal for convenient online payment.
Refunds
The hirer is responsible for the passengers. Passengers failing to return on time may be left behind. Passengers effected by drunkenness or drugs may be refused permission to travel for the safety of the vehicle, other passengers and the driver’s decision is final. No refund will be available in these cases.
We reserve the right not to carry any passenger(s) should the passenger(s) have excessive luggage that would result in the vehicle being overloaded and unsafe on the road. No refunds will be made in these circumstances.
No refunds will be given for journeys terminated part way through the hire. Full fare will be due to the driver and/or client will be invoiced for full cost of booked travel.
In the event of very bad weather, we reserve the right to cancel without penalty if advised against travelling by authorities such as the Police, Met Office or the Highways Agency or if we consider it unlikely that we will be unable to complete your journey safely. In these circumstances a full refund, less any credit card charges will be made but no further compensation is due.
Refunds to Credit or Debit cards can only be refunded to the original card used within 7 days of the payment date (minus any merchant charges).
Waiting time charges
Except for a 10 minute ‘grace’ period, waiting charges will apply and any additional waiting time during the duration of the booking will be charged extra to the agreed fare at our standard waiting time rate. We are happy to stop for comfort breaks of 10 minutes or less. Longer stops, for example meals, will be charged extra at our waiting time rate.
Waiting time is charged at £35.00 per hour or £8.75 per 15 minutes (or any part 15-minute period thereof).
Airport collections
Airport Meet and Greet is charged at £15.50 and includes 60 minutes of waiting time, starting from the actual time your flight landed. Any additional waiting time beyond this period will be charged at our standard waiting time rate.
We now offer a pre-arranged Call and Greet service. Please call when you are through immigration and baggage collection and meet your chauffeur at an arranged meeting point within 15 minutes. Airport car parking will be charged at cost price.
Amendments & Flight Changes
We understand that airline schedules can change. Where delays, cancellations or rescheduling occur outside of your control, we will always endeavour to accommodate revised travel arrangements without penalty.
Customer-Initiated Changes
Amendments requested by the client may be accommodated subject to our availability.
We reserve the right to amend, change, delete or add to this cancellation and refund policy whenever we deem it necessary.
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