1. Policy overview

Friends Cars aims to provide clear and fair support when a booking needs to be cancelled, changed or reviewed. Refund decisions may depend on the notice provided, whether a driver or vehicle has already been allocated, the stage of the journey, and whether any non-recoverable third-party costs have been incurred.

This policy applies to bookings made by telephone, online, through the Friends Cars mobile app, by email, through an approved corporate account, or through another authorised Friends Cars booking channel.

2. Cancellation policy

You may cancel an eligible booking without charge when Friends Cars receives your cancellation request at least 2 hours before the agreed pickup time.

3. How to cancel a booking

To cancel, contact Friends Cars as soon as possible and provide your booking reference, passenger name, pickup date and pickup time.

1. Call us on 01342 618082 for the fastest support.
2. Email info@friendscars.co.uk if your journey is not imminent.
3. If you booked through the Friends Cars app or online system, use the cancellation function if it is available for your booking.
4. Keep any cancellation confirmation for your records.

For bookings due within 2 hours, please call rather than relying only on email or web contact, as immediate action may be required.

4. Refund eligibility

Where a refund is due, Friends Cars will assess the booking fairly based on the individual circumstances. Refunds may be available where:

• A cancellation was received at least 2 hours before the scheduled pickup time.
• Friends Cars is unable to provide the confirmed service and no suitable alternative is accepted or available.
• An incorrect payment was taken because of a verified booking or processing error.
• A service issue is investigated and Friends Cars determines that a refund or partial refund is appropriate.

Any refund may take account of non-recoverable costs already incurred, including airport terminal fees, parking, waiting time, tolls, third-party charges, or vehicle dispatch costs where applicable.

5. Airport transfer bookings

Airport transfers often involve flight monitoring, parking, meet-and-greet arrangements, terminal charges and driver allocation. Please provide accurate flight information when booking.

Friends Cars states that airport pickup bookings include real-time flight monitoring and may include up to 90 minutes of waiting time, subject to the confirmed booking details and service conditions.

If an airport booking is cancelled after parking, terminal, waiting or other third-party costs have been incurred, those non-recoverable costs may be deducted from any refund due.

Flight delays and early arrivals are managed using the flight details provided. If the incorrect flight number is supplied, or if a passenger cannot be contacted after arrival, refund eligibility may be affected.

6. No-shows and unavailable passengers

A passenger may be treated as a no-show where they are not present at the agreed pickup point, cannot be contacted using the contact details provided, or do not respond within a reasonable period after the driver’s arrival.

In a no-show situation, Friends Cars may charge all or part of the booked fare, together with any reasonable waiting, parking, terminal or other third-party costs incurred. Refunds are not normally available for no-show bookings.

If you cannot locate your driver, please call 01342 618082 immediately so we can assist before leaving the pickup area.

7. Booking changes and amendments

If you need to change your pickup time, address, destination, passenger number, luggage requirements, vehicle type or flight details, contact Friends Cars as early as possible.

Changes are subject to driver and vehicle availability. A change may affect the quoted fare, pickup time, vehicle suitability or refund eligibility. Friends Cars will explain any revised fare or requirement before confirming the amendment where reasonably possible.

Changes requested close to pickup time may not be possible if a driver has already been dispatched or if a specialist vehicle has been allocated.

8. Service concerns and disputed charges

If you believe a fare, payment or service outcome is incorrect, please contact Friends Cars as soon as possible. Include your booking reference, travel date, pickup time, passenger name and a clear description of the issue.

We may review booking records, dispatch information, GPS information, driver feedback, payment records and any available communication history when investigating a concern.

If Friends Cars identifies an overpayment, a booking error, or a service failure for which a remedy is appropriate, we will explain the outcome and arrange an appropriate resolution.

9. How refunds are made

Where Friends Cars approves a refund, we will normally return funds to the original payment method where practical. In some cases, an alternative refund method may be agreed with the customer.

Refund timing can vary depending on the payment method, bank or card provider, booking platform and any investigation required. Friends Cars will provide an update once a refund decision has been made.

Please do not initiate a payment dispute or chargeback before contacting Friends Cars where possible. Most concerns can be resolved more quickly by contacting our support team directly.

10. Returns and lost property

Taxi services do not involve physical products that can be returned. However, if you leave an item in a Friends Cars vehicle, contact us immediately so we can contact the driver and attempt to locate it.

If an item is found, Friends Cars will make reasonable efforts to arrange collection or return. A reasonable delivery or return-trip charge may apply where an item needs to be delivered to you.

Friends Cars cannot guarantee the recovery of lost property and is not responsible for personal items left in a vehicle unless loss or damage is directly caused by proven negligence.

11. Contact us

For cancellations, refund requests, booking amendments or service concerns, contact the Friends Cars team.