Welcome To Our Deposits And Cancellation Policy
By placing a booking with us, you confirm acceptance of these cancellation terms. We do not offer 100% cooling off periods, and there are some situations where there are no refund options – Details are below.
All reductions in your refund are to cover some of the costs suffered by the business due to your cancellation. All figures are the maximum we retain, and if another booking replaces yours, a higher refund may be possible. All costs and losses are retained in our records.
If the fare has been paid in full, only the mandated deposit (typically 50%) is subject to the refund calculations. The non-deposit portion of the fare is always refundable, regardless of timing or reason.
Reductions In Returned Deposits
The portion of your deposit that may be withheld depends on the timing and circumstances of your cancellation. Below, we outline the maximum percentages that may be retained. These amounts cover administrative time, lost booking opportunities, and payment processing fees.
Any costs incurred for vehicle demonstration are charged separately and in addition to the percentages detailed below. These are calculated using the same method we use for journey pricing — specifically, the Peterborough private hire rate from the city centre to your address.
Vehicle demonstrations are provided as a courtesy and are free of charge unless you cancel and request a refund. In that case, the cost of the demonstration will be deducted from the deposit.
This cost is not deducted if you choose to take a credit instead of a refund, as it assumes you will still be using the vehicle at a later date. However, if a second demonstration is requested, that will be chargeable.
These policies are designed to balance fairness with protecting the business from operational losses.
The Use Of Credit
We offer credit as an option to both avoid certain fees relating to refunds, and to provide the customer with the highest amount possible for use in future bookings so neither the customer, or the company, looses out.
Credit may be used at any point within the following 12 months of it being awarded.
You do not need to book right away. It will be put onto your account and be available for use on future trips.
Credit from a cancellation can not be used as a deposit, which will still be required for the new booking.
Credit has no refund/cash value and can not be converted into cash by any means. Its only use is paying for our services.
The credited amount will be deducted from the final fare when the trip becomes active (at the point where the customer is expected to pay the remaining fare balance).
Cancellations Within 72 Hours (3 Days)
If you cancel your booking within 72 hours of the scheduled pickup time, your deposit is non-refundable.
However, if the cancellation was due to circumstances beyond your control, and you provide a valid reason with supporting evidence, we may offer a 70% credit of your deposit.
If you’re certain you will not travel again, we may offer a partial refund of 60% of the deposit instead of a credit.
Cancellations More Than 72 Hours (3 Days) In Advance But Less Than 168 Hours (7 Days) In Advance
If you cancel in this window without a valid reason, you may choose between
- A 80% refund of your deposit, or
- A 90% credit.
If you provide a valid reason, you may receive a 90% refund, or 95% credit.
Cancellations Made More Than 168 Hours (7 Days) in Advance
The refund amount will be 100%, minus any vehicle demonstration costs or card processing fees.
You may opt to have it applied as credit to your account to avoid any of the costs or fees being deducted.
Non-Booking Related Deposits
These amounts are refunded at 100%, in the same way as a full-fare payment is. Examples of these would be the pet remediation deposit.
Multiple Cancellations (Under 168 Hours in Advance)
Repeat cancellations harm our business. To protect against this, we apply stricter conditions for customers who cancel multiple times without valid reasons.
After an invalid reason cancellation, we will require a 65% deposit (an extra 15%) on your next booking.
If you are one of our trusted customers who is receiving a lower than average deposit option, the situation surrounding your cancellation will be taken into account before any measures are taken in line with this section of the policy, however we reserve the right to remove your lower deposit entitlement, along side applying any of these measures to your following bookings.
If there are two or more cancellations, regardless of reason, we may at our discretion:
- Charge 15% extra deposit per cancellation, up to the full fare value – note this does not increase the cost of your travel, just starts to balance out our losses inflicted,
- Keep an additional 10% of the fare value from the deposit per cancellation, regardless of time frame – again, this is not an increase in the cost of travel, but a measure to protect ourselves from frequent cancellations,
- Remove the ability to receive a direct refund (only allowing credit for future trips),
- In extreme cases, we may cancel any future bookings you have with us and add you to our list of people barred from our service (full, 100% refunds given for these trips that are cancelled by us).
Any cancellation before the 168 hour mark (1 week) do not affect this, and are not counted.