Welcome To Our Time-Frames Policy

Time-Frames From Us

Standard – 72 Hours – If not specifically specified below, this is our standard “catch all” time-frame.

Responding to pre-booking enquiries – 48 Hours (2 days) – Giving a quote from a booking request.

Responding to request to arrange a vehicle viewing – 24 Hours (1 day).

Confirmation that booking is complete, along with deposit receipt – 24 hours (1 day) after payment clears.

Invoice and Receipts – 24 Hours (1 day) after work booked in/payment.

Responding to a complaint – 2 working days for initial response, complexity of complaint will determine follow-up timeframes.

Providing a formal response to a complaint – 10 working days for detailed response. If the case is more detailed and requiring further time, we will inform you within this time and let you know that it will take longer.

Time-Frames From the Customer

• Time to reply to an offer before the booking slot is re-opened, based on how far way the requested pick-up date is:
  • Over 2 weeks from travel date – 72 hours (3 days) to respond to our offer.
  • Under 2 weeks, but over 5 days – 36 hours (1.5 days) to respond to our offer.
  • Under 5 days from travel date – until 1 pm the following day to respond to our offer.
• All bookings must be accepted by the customer, with the deposit paid, a minimum of 24 hours before travel.
• Any complaint should be made within 21 days of travel so that the recording from that journey can be saved for evidence. Any complaints made after this time may be unable to be processed, depending on our deletion cycle (required by GDPR). Complaints made after this has happened can not be processed as vital evidence may have been deleted by then in accordance to our relevant policy. We urge you to get in touch as quickly as possible if you have a complaint or anything else that needs following up on.
• Any response to our reply in regards to a complaint should happen within 72 hours.