Policy Scope
What This Refund and Cancellation Policy Covers
This Refund and Cancellation Policy explains the general framework that may apply when a quoted or confirmed booking is changed, postponed, reduced, or cancelled. It is intended to create a clearer understanding of how refund or cancellation requests may be reviewed rather than promise a single outcome for every situation.
Cancellation Timing
When a Cancellation Request May Be Reviewed
Cancellation requests are generally easier to review when they are submitted with reasonable notice and with enough detail for the company to understand the booking, route, timing, and service impact. Short-notice changes or cancellations may be more difficult to accommodate where vehicle planning, driver allocation, or scheduling commitments have already been made.
Refund Evaluation
How Refund Requests May Be Considered
Refund review may depend on the service stage, timing of the request, whether the booking had already been confirmed, whether resources were allocated, whether commercial or operational costs were already committed, and whether separate quoted or contractual terms apply. For that reason, refund review should be approached on the actual booking circumstances rather than assumed in advance.
Non-Refundable Elements
Costs That May Not Be Fully Recoverable
Some costs may not be fully refundable where planning, driver allocation, vehicle reservation, dispatch preparation, site-access work, or other operational commitments had already been made. This does not mean every change leads to a refusal, but it does mean cancellation and refund review may depend on the real stage of the service arrangement.
Rescheduling and Changes
When a Change May Be Treated Differently from a Cancellation
In some cases, a booking change or rescheduling request may be easier to manage than a full cancellation, especially where the route logic, service type, and commercial scope remain broadly workable. Whether a change can be accepted depends on fleet availability, timing, and operational practicality.
No-Show and Last-Minute Changes
Late Notice, No-Show and Similar Situations
Where notice is very short, passengers are not ready, information materially changes at the last minute, or service cannot proceed because key booking details were not accurately provided, refund or cancellation review may be affected by the operational impact already created.
Exceptional Circumstances
Exceptional, Safety or Force-Majeure Situations
Where there are exceptional circumstances, major disruptions, legal restrictions, or safety-related issues affecting service, the company may need to review the matter based on the actual operational conditions at the time. Any handling of those cases should be guided by reasonableness, practicality, and any specific commercial agreement that applies.
Contact and Review
How to Raise a Refund or Cancellation Question
Customers who want to raise a refund, cancellation, or rescheduling question should contact the company through the official contact channels and provide enough detail about the booking, the timing of the request, and the issue that has arisen. This helps the company review the matter more accurately.