Refund and Cancellation Policy

We understand that travel plans may change, and we aim to make our cancellation and refund process straightforward. Please read the following terms carefully.

Non-Refundable Deposit

Once a booking has been paid, 25% of the payment is considered a non-refundable deposit and will not be returned under any circumstances. All refund calculations are made after deducting this deposit.

Early Bird Tickets

Early bird tickets are offered at a discounted rate and are subject to special conditions. Refunds for bookings made under the early bird rate will be calculated based on the amount actually paid, not the regular price of the service. Under no circumstances will refunds exceed the amount paid for the early bird ticket.

Once the early bird period has ended, early bird tickets cannot be upgraded, exchanged, or refunded at the regular price. All refund calculations strictly follow the early bird payment amount.

Eligibility for Refunds

Refund eligibility is calculated by counting calendar days backward from 08:00 AM on the scheduled travel day.

Cancellations made more than 10 days before departure are eligible for a 75% refund (deposit retained).
Cancellations made 10 to 8 days before departure are eligible for a 50% refund (half of the fee retained).
Cancellations made 7 to 4 days before departure are eligible for a 25% refund (majority of the fee retained).
Cancellations made within 3 days of departure are not eligible for any refund.

Any cancellation made after 00:00 (midnight) three days before the departure date is considered “within 3 days before departure” and is non-refundable.

How to Request a Cancellation

All cancellation requests must be made in writing via email.
Please use the email subject line:
Cancellation: (Your Booking Reference Number)
Attach your payment receipt to the email.
The official cancellation time will be based on when we receive your email.

If you do not receive a reply or refund confirmation within 3 business days, please contact our customer service again to follow up.

Example for Calculation

If your departure is at 08:00 on Thursday, 10 July 2025:

A cancellation on 7 July is considered 3 days before departure and is non-refundable.
A cancellation on 3 July is 7 days before departure and eligible for a 25% refund.
A cancellation on 29 June is more than 10 days before departure and eligible for a 75% refund.

Additional Terms for Rescheduling

For the airport pickup service, customers may change their booked time slot to another available slot of the same service (e.g., same route) free of charge, provided that there are remaining seats in the desired slot. To request a change, please contact our customer service team by email. If multiple requests are received for the same time slot and availability is limited, requests will be processed on a first-come, first-served basis according to the timestamp of the email received.

For the day trip service, customers may reschedule their booking under the following policy:

Within 24 hours of booking: free reschedule.
From 24 hours after booking up to 72 hours before departure: reschedule fee of £5 applies.
Within 72 hours of departure: rescheduling is not permitted.
Any reschedule is subject to availability at the requested time.

If you miss the departure time, it will be regarded as a voluntary forfeiture of the service for that day.