Effective Date

27/06/2025

Business Name

M.L.K. Padget trading as Abbey Cars.

1. Introduction

This Cancellation & Refund Policy outlines the terms under which bookings with Abbey Cars (“we”, “us”, “our”) may be cancelled and refunds issued.

By using our website and online booking form, or booking via other methods of communication (phone, email, etc.), or using our private-hire taxi services, the customer and/or any passengers the customer books for (“you”, “your”) agrees to be bound by this Cancellation & Refund Policy.

2. Cancellation, late arrivals, no-shows and termination by the Customer

2.1 Advance Bookings

Free Cancellation: If you (or a passenger you booked for) cancel a booking more than 48 hours before the scheduled pick-up time, 100% of any payment made to us will be refunded to the original payment method.

Late Cancellation: If you (or a passenger you booked for) cancel a booking less than 48 hours and more than 24 hours before the scheduled pick-up time, 50% of any payment made to us will be refunded to the original payment method.

Same-Day Cancellation: If you (or a passenger you booked for) cancel a booking less than 24 hours before the scheduled pick-up time, no refund will be issued.

Late arrival: If you (or a passenger you booked for) arrive at the pick-up location later than the scheduled pick-up time, the following waiting times and charges apply:

FREE WAITING TIME

• Standard Locations: first 10 minutes
• Train & Bus Stations: first 20 minutes
• Airports & Seaports: first 30 minutes

CHARGEABLE WAITING TIME

• Daytime (06:30–22:30) 50p per minute
• Night-time (22:30–06:30) £1 per minute

No-Shows (Standard Locations): If you (or a passenger you booked for) do not meet the driver at the pick-up location within 15 minutes after the scheduled pick-up time without prior communication, it will be considered a no-show and the driver will leave. No refund will be issued.

No-Shows (Transport Hubs): If you (or a passenger you booked for) do not meet the driver within 1 hour (Airports & Seaports) or 30 minutes (Train & Bus Stations) after the scheduled pick-up time without prior communication or providing updated travel information, it will be considered a no-show and the driver will leave. No refund will be issued.

Terminating a Journey: If you (or any passenger) choose to terminate a journey for any reason part way through the pre-booked route, no refund will be issued.

2.2 Same-Day Bookings

All same-day bookings (bookings received within 24 hours of the scheduled pick-up time) are non-refundable once confirmed. Amendments may be possible subject to availability, but no refunds will be issued for cancellations.

3. Cancellation by Abbey Cars

In the unlikely event that we need to cancel a booking due to unforeseen circumstances (e.g., severe weather, vehicle breakdown, driver illness) we will notify you as soon as possible and issue a full refund to the original payment method. No further compensation will be due.

4. Refund Process

Approved refunds will be processed within 5–10 business days. Refunds to credit and debit cards will only be processed to the original payment card.

5. Booking Amendments

Changes to the booking (time, location, passenger details) may be made subject to availability. Substantial changes may be treated as a new booking and subject to the cancellation terms above.

6. Refusal of Service

6.1 Passenger Conduct

Any passengers who appear to be affected by drunkenness or drug use, or who are acting in an erratic, aggressive or abusive manor, will be refused permission to travel. The driver’s decision is final and no refund will be issued.

6.2 Respiratory Illnesses (e.g. Covid-19)

The driver has the right to protect themselves from respiratory illnesses, which are easily transmitted inside a vehicle. If any passenger shows symptoms of a respiratory illness (coughing, sneezing, etc.) the driver may refuse permission for that passenger to travel. The driver’s decision is final. The passenger will need to make alternative arrangements for their journey. 100% of any payment made to us will be refunded to the original payment method. If any passenger begins to show symptoms of a respiratory illness part way through a journey, the driver reserves the right to divert the route to the nearest public transport hub (e.g. train or bus station) where the journey will be terminated and the passenger will need to make alternative arrangements for the remainder of their journey. The driver’s decision is final. Any payment made to us will be partially retained for the route taken, and the remainder will be refunded to the original payment method.

6.3 Excessive Luggage

If you (or a passenger you booked for) have oversized or numerous items of luggage that may not be accommodated by an estate car, please let us know when booking. Any passengers with excessive luggage that could result in the vehicle being overloaded and unsafe on the road may be refused permission to travel. The driver’s decision is final and no refund will be issued.

6.4 Severe Weather

In the event of severe weather we may cancel your booking if authorities such as the Police, Met Office or Highways Agency advise against travel, or if we consider it unlikely that we will be able to complete your journey safely. In such cases 100% of any payment made to us will be refunded to your original payment method. No further compensation will be due.

7. Contact Us

For cancellations, booking amendments and refund enquiries, please contact our team on 01235 428895 or email info@abbeycars.uk.

8. Policy Updates

We reserve the right to amend this Cancellation & Refund Policy at any time. Updates will be published on this page of our website and will take immediate effect.