Refund & Cancellation Policy

Cancellation

• Card Bookings: For any pre-paid transfers that are canceled, a fee of £5.00 will be deducted.
• Cash Bookings: No charges will apply if the cancellation is made within 12 hours of the pick-up time.
• If the cancellation is made 4 hours before departure, an invoice will be sent to the passenger for payment.
• If the cancellation is made more than 4 hours before departure, no cancellation fee will be applied.
• For group or special event cancellations made 30 days or more before the reservation date, 75% of the amount will be refunded.
• Once the cancellation window has passed, the full fare will be charged.
• If the booking is rescheduled, the fare may be recalculated, and a revised email will be sent to the client.
• No cancellation fee will be applied if the driver is delayed by more than 10 minutes.

How to Cancel Your Booking with Croydon Car:

• Online via the ‘Cancel’ tab on the dashboard up to 12 hours before the start time.
• By calling our dedicated staff within 12 hours before the start time.

Refunds

• A full refund of the prepaid reservation will be given only if the journey is cancelled more than 12 hours in advance, subject to a minimum fee of £5.00.
• For cancellations made less than 4 hours before the journey, only 25% will be refunded.
• Refunds will be processed electronically and will be repaid to the card used for payment. This process typically takes 3-5 working days.
• No refunds will be provided if the journey is terminated partway through.
• No refunds will be given for cancellations made later than 12 hours before the booking.
• No refunds will be issued if incorrect information is provided, such as wrong date, wrong flight number, etc.

Changes at Time of Pick Up or Late Arrival

• If you need to switch to a different car at the time of collection (e.g., a larger car for extra luggage), additional charges will apply, potentially at a higher rate than initially quoted.
• Waiting time and non-attendance fees will be charged according to the applicable taxi fare regulations.

No-Show Fees

If you do not cancel your reservation before the pickup time and fail to show up on the pickup date, a no-show fee will be charged, and no refund will be issued.

Billing

• Additional charges will be itemised on the customer’s billing statement when applicable (e.g., tolls, parking, airport and regulatory fees, fuel surcharge, out-of-area fees, etc.).
• All published rates are subject to change without notice.
• Applicable taxes will be charged as required.

Exceptional Situations

• In exceptional situations involving the client, Croydon Car reserves the right to cancel bookings. Any charges already paid will be refunded, and no claim for damages or further claims will exist.
• In the event of an unavoidable situation, such as the vehicle breaking down, Croydon Car reserves the right to use the next best replacement vehicle.

For any requests or questions regarding your personal data, please contact us at Contact Us.