Last Updated: 12/21/2025

At Elite Cars, we strive to provide a reliable and punctual service. We understand that plans can change, and we aim to be as fair as possible regarding cancellations and refunds. This policy outlines how refunds are handled for bookings made via elite-cars.co.uk or through our dispatch office.

1. Eligibility for a Full Refund

You are entitled to a 100% refund of any pre-paid fare in the following circumstances:

  • You cancel your booking at least 24 hours before the scheduled pickup time.

  • We are unable to fulfill your booking due to a vehicle breakdown or unforeseen operational issues.

  • The driver fails to arrive at the pickup location (unless caused by incorrect information provided by the customer).

2. Partial Refunds & Cancellation Fees

If you cancel with less than 24 hours’ notice, the following charges apply to cover driver dispatch and administrative costs:

  • 12 to 24 hours notice: 75% refund of the total fare.

  • 4 to 12 hours notice: 50% refund of the total fare.

  • Less than 4 hours notice: No refund will be issued.

Note: For “On-Demand” bookings (immediate pickups in Reading), once a vehicle has been dispatched, a minimum call-out fee may be deducted from any refund.

3. Non-Refundable Scenarios

Elite Cars cannot offer a refund in the following situations:

  • Passenger No-Show: If the driver is at the pickup location and the passenger does not appear within the allotted waiting time (usually 15 minutes for standard pickups).

  • Incorrect Information: If you provided the wrong date, flight number, time, or pickup address.

  • Refusal of Carriage: If the driver refuses to transport a passenger due to abusive behavior, intoxication, or if the passenger has excess luggage that cannot safely fit in the booked vehicle.

4. Flight Delays & Cancellations

We monitor flight arrival times at all major UK airports (LHR, LGW, STN, LTN).

  • Flight Delays: We do not charge extra for delayed flights; your driver will adjust the pickup time accordingly.

  • Flight Cancellations: If your flight is cancelled, please contact us at info@elite-cars.co.uk as soon as possible. We will offer a full refund or reschedule your booking at no extra cost.

5. How to Request a Refund

To request a refund, please follow these steps:

  1. Email info@elite-cars.co.uk with your Booking Reference and reason for the refund.

  2. Alternatively, call our office at 01189 79 84 84.

  3. Refund requests must be made within 7 days of the scheduled journey date.

6. Processing Time

Once a refund is approved, it will be processed back to the original payment method (Credit/Debit Card or PayPal). Please allow 5 to 10 working days for the funds to appear in your account, depending on your bank’s processing times.

7. Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law.

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