Website information / Updated 22 October 2026
Cancellations and refunds
How to raise a change, cancellation or repayment question for a separately arranged passenger transport service.
1. Separate a quotation from a paid service
Preparing an enquiry incurs no charge and creates no payment to reverse. A cancellation or repayment question concerns an actual separately arranged journey and its contracting parties. Identify the quotation or agreement, travel date and recipient of any payment. Keep the service confirmation and payment evidence together so that the request can be assessed against the arrangement that was actually accepted.
2. Before accepting travel conditions
Discuss how cancellation, postponement and itinerary changes would be handled before confirming the service. A return journey, recurring work shift and one-off group trip may involve different arrangements. Clarify any advance payment and the basis for a proposed charge. This page does not invent a universal penalty, deposit percentage or deadline; mandatory rights and the actual conditions apply to the relevant service.
3. Describe the change you need
State whether the entire journey is being cancelled or a part of its itinerary needs alteration. Useful details include the service reference, dates, pickup point and the requirement affected. A changed passenger number or return time should be distinguished from cancelling the whole booking. Explain the outcome requested and seek an acknowledgement through the communication channel used for the actual agreement.
4. Consider the work and resources involved
A reservation, an advance payment and transport already performed are different factual situations. Any proposed deduction or refusal of repayment should have an explanation connected to the agreement and applicable obligations. Ask what service was performed or cost relied upon, and retain that explanation. These general pages do not decide the outcome of an individual cancellation without its terms and records.
5. When performance differs from the agreement
If a journey was not performed or differed materially from the accepted itinerary, record what was agreed, what happened and the effect on the service. Retain relevant dates and correspondence. The appropriate remedy may involve correction, replacement arrangements, cancellation or repayment according to the facts and applicable protections. An operational or emergency issue during travel should use the appropriate immediate assistance channel rather than wait for a website draft.
6. Agree practical repayment information
Where repayment is due or agreed, confirm the amount, currency, recipient and processing arrangement for the actual payment. An independent bank or payment provider can affect when funds appear. Do not provide authentication codes or banking passwords to pursue a refund. The website’s local form cannot reverse a card charge or certify that a bank transfer has been made.
7. Keep a clear record of unresolved points
If a request remains disputed, identify the unanswered point and preserve the agreement, payment evidence and relevant communications. A group organiser should avoid unnecessarily disclosing passenger information in that correspondence. This page describes how to frame a service-related request; it does not remove statutory remedies or prevent approaching a competent consumer authority, regulator or dispute process available for the actual transaction.