1 How to cancel or change a booking
You can cancel or request a change to a booking by signing in to your RelaxRide account, or by contacting us at [INSERT EMAIL] or [INSERT PHONE]. Please quote your booking reference. The time we receive your cancellation is the time used to work out any charge.
2 Notice periods & charges
Because drivers are allocated and reserved in advance, the following notice periods apply to pre-booked transfers:
- 24 hours or more before pickup: full refund, no charge.
- Between 6 and 24 hours before pickup: a cancellation charge of 50% of the fare applies.
- Less than 6 hours before pickup: no refund — the full fare is charged, the same as a no-show.
Changes to date, time, pickup or destination are treated as amendments where possible; if a change cannot be accommodated it may be handled as a cancellation and re-booking. Fare differences may apply.
3 How refunds are made
Approved refunds are returned to the original payment method used at booking. When you cancel a booking that has been paid for, we send a confirmation email straight away and process the refund within 3–5 working days. The credit may take a little longer to appear on your statement after that, depending on your bank or card provider.
4 No-shows & waiting time
If a passenger cannot be located at the pickup point and contact attempts are unsuccessful, the booking may be treated as a no-show and charged in full. We allow 15 minutes free waiting on standard pickups, and 60 minutes free waiting on airport pickups (from when your flight lands) before this applies — see our Terms & Conditions for the full waiting-time policy.
5 If we cancel
In the rare event that we must cancel a confirmed booking, we will tell you as soon as possible and, where we cannot provide a suitable alternative, issue a full refund. Our liability for a cancellation by us is as set out in our Terms & Conditions.
6 Flight delays & tracking
For airport pickups we track your flight and adjust the driver's arrival to your actual landing time, including reasonable delays, at no extra charge. Significant schedule changes or diversions may affect availability; please keep your booking details up to date.
7 Contact
Questions about cancellations or refunds: [INSERT EMAIL] · [INSERT PHONE] · [INSERT REGISTERED ADDRESS]. Operator licence: [INSERT LICENCE NUMBER].