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Policy

Cancellation policy

Each leg can be cancelled separately, and you see the exact refund before you confirm.

Synthetic policy — pending counsel review (decisions D11 and D12)

The refund tiers used on this site are synthetic placeholders. They are not an approved business policy and are not legal terms. They will be replaced after review by counsel and the accountant.

How it works

  • The cancellation terms are snapshotted into your quote and booking. Later policy changes never apply retroactively to your booking.
  • Each leg of a round trip can be cancelled separately. The refund for a leg depends on how many hours before that leg’s pickup you cancel.
  • Before you confirm a cancellation in “My trip”, you see a preview with the exact refundable amount per leg.
  • Completed legs are never cancelled or refunded retroactively.
  • Refunds go back to the original payment method through the payment provider and can never exceed what was paid.

Where to see the exact tiers

The tiers that apply (hours before pickup and the refundable percentage for each) are shown on every quote and in your trip page. Get a quote to see them, or open My trip for your booking.

Changes by us

If we cannot serve a paid booking, staff contact you and handle it as an exception with a full refund of the affected legs. We do not silently substitute a different vehicle class.

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