Refund Policy

As a UK-based transfer booking agency, we comply with the UK Consumer Contracts Regulations 2013. You have the right to cancel your booking within 14 days from the booking confirmation date without giving any reason. The 14-day cooling-off period begins on the date the booking confirmation is issued to the customer. Full payment (transfer fee) is required to secure your booking, and refunds are processed in accordance with UK consumer rights and the terms outlined below.

Key Principle: By selecting a service date within the statutory cooling-off period, you expressly request early performance of the service and acknowledge that the right to cancel may be lost once the service has been fully performed. If the service date falls after the 14-day period, you are entitled to a full refund (transfer fee) when cancelling within 14 days of booking.

14-Day UK Consumer Right (Cooling-Off Period)

Cooling-Off Period Definition: The 14-day cooling-off period begins on the date the booking confirmation is issued to the customer.

• Full Refund: If you cancel within 14 days from the booking confirmation date AND the service date is scheduled after the 14-day cooling-off period, you are entitled to a full refund of the transfer fee.
• 20% Deduction Applied: By selecting a service date within the 14-day cooling-off period, you expressly request that the service begins before the end of the statutory cancellation period. Where services are fully performed following such request, statutory cancellation rights may be lost in accordance with the UK Consumer Contracts Regulations 2013. If you cancel after requesting early performance but before the service is fully completed, a 20% deduction will be applied to your refund to reflect proportionate operational costs already incurred. These costs include driver allocation, scheduling, route planning, administrative processing, and dispatch preparation.

  Deduction Calculation: A fixed 20% deduction is applied to the total amount paid (transfer fee) when proportionate costs apply. This deduction covers driver allocation, scheduling, operational preparation, and administrative processing already carried out at the time of cancellation.

After 14-Day Period

• 20% Deduction Applied: Where cancellation occurs after the 14-day cooling-off period has expired, a 20% deduction will be applied to your refund to reflect proportionate operational costs already incurred. These costs include driver allocation, scheduling, route planning, administrative processing, and dispatch preparation. Refunds are only available if you cancel within the 14-day period and the service date is scheduled after the 14-day period.

Return Trip Refund Policy

• Departure Trip Completed: For return trip reservations, if the departure trip has been completed and you cancel the return trip more than 24 hours before the scheduled return date, you are eligible for a refund of the return trip fee only. The departure trip fee is non-refundable as the service has been completed.
• Both Trips Completed: If both the departure and return trips have been completed, no refund is available regardless of cancellation timing or other eligibility criteria.
• Both Trips Not Started: If neither the departure nor return trip has been completed, standard refund rules apply (14-day cooling-off period, 24-hour restriction, and proportionate costs as applicable).

24-Hour Refund Restriction

• No Refund Within 24 Hours: Refunds are not available if cancellation occurs within 24 hours of the scheduled service date. This restriction applies regardless of the 14-day cooling-off period, refund eligibility, or any other circumstances. Once you are within 24 hours of your service date (or return date for return trips), no refund will be processed, even if you are otherwise eligible for a refund.

No-Show Policy

• No-Show Treatment: A no-show may result in the full service charge being applied where the driver attends the agreed pickup location and waits for the contracted waiting time as stated in the booking confirmation. This policy applies regardless of the 14-day cooling-off period or any other refund eligibility criteria, except where required by applicable law.

eSIM Packages - Non-Refundable Policy

• Payment Confirmation: Once payment is confirmed for an eSIM package, no refund will be provided regardless of when you cancel or your eligibility for transfer fee refunds. The eSIM package fee is separate from the transfer fee and is excluded from all refund calculations.
• Refund Calculation: When calculating refunds for cancelled bookings that include eSIM packages, only the transfer fee (after applicable deductions) will be refunded. The eSIM package fee will not be included in any refund amount, regardless of cancellation timing or eligibility.
• No Exceptions: This non-refundable policy applies to all eSIM packages without exception, including cases of medical emergencies, severe weather, or other special circumstances that might otherwise affect transfer fee refund eligibility.

Delay & Force Majeure Protection

• Circumstances Beyond Control: The company shall not be liable for delays caused by traffic, weather conditions, road closures, accidents, or circumstances beyond reasonable control. Refunds will not be provided for delays caused by such circumstances.

Alternative Dispute Resolution (ADR)