Refund & Cancellation Policy
Refund & Cancellation Policy
We want cancellations to be straightforward. Here is exactly what applies and when.
Free cancellation window
You can cancel any booking free of charge up to 24 hours before the scheduled pickup time. Use the Track Booking page with your booking reference to cancel online within this window. You will receive an email confirmation once the cancellation is processed.
Cancellations within 24 hours
Cancellations requested less than 24 hours before the scheduled pickup are subject to a cancellation fee of up to 50% of the agreed fare. This covers driver allocation and preparation costs. Please contact our support team on 020 7946 0123 or info@regenttransfers.co.uk and we will review your request as quickly as possible.
Refunds
Approved refunds are processed within 5–10 business days to the original payment method. If you paid by card via Stripe, your bank may take an additional 3–5 business days to show the credit. We will email you once the refund has been issued. Refunds are not available for completed journeys unless there was a service failure on our part.
Amendments
You can request changes to pickup time, address, or vehicle class by contacting us at least 2 hours before the scheduled pickup. Changes are subject to availability and may affect the agreed fare. Contact support on 020 7946 0123 for urgent amendments.
No-shows
If you are not at the agreed pickup point within the waiting period (typically 15 minutes for standard pickups, 30 minutes for airport pickups after the flight lands), the booking may be marked as a no-show. No-show bookings are not eligible for a refund. If you are delayed, please call us immediately so we can hold your driver.
Operator-cancelled bookings
In the unlikely event that we or the assigned operator cancel your booking, you will receive a full refund regardless of timing. We will contact you immediately to arrange an alternative vehicle where possible.
Contact us
Phone: 020 7946 0123 (24/7). Email: info@regenttransfers.co.uk. Please have your booking reference ready when contacting us about a cancellation or refund.
