Cancellation and Refund Policy

1. How our pricing works

Each booking has two parts:

• A non-refundable deposit, taken at the time of booking via Stripe; and
• A balance, payable in cash to the driver at the end of the journey.

Only the deposit is handled by our platform for refund purposes. The balance is never taken unless the journey is completed.

2. Cancellation by you

2.1 More than 24 hours before pickup

You may cancel free of charge up to 24 hours before the scheduled pickup time. In this case, the deposit will be refunded in full to the original payment method within 5 to 10 working days.

2.2 Less than 24 hours before pickup

If you cancel within 24 hours of the scheduled pickup time, the deposit is non-refundable. No balance is payable because the journey has not been carried out.

2.3 How to cancel

To cancel, sign in to your account on our website and cancel from your bookings page, or email info@goodtogotravel.co.uk with your booking reference. The cancellation takes effect from the time we receive your request.

3. No-shows

A booking is treated as a no-show where the passenger does not arrive at the pickup point within the free waiting time (45 minutes after flight landing for airport pickups, 10 minutes after pickup time otherwise) and has not contacted us. In the case of a no-show, the deposit is retained and no refund is due. The balance is not payable.

4. Changes by you

You may request changes to a booking (time, address, passenger or luggage count) by contacting us. We will use reasonable efforts to accommodate changes. Where a change materially affects the journey (for example, a significantly longer route or a larger vehicle class), we may issue a revised quotation; if you choose not to accept the revised quotation, the booking is treated as cancelled under Section 2 above.

5. Cancellation by us

In the unlikely event that we need to cancel a booking (for example, because no licensed driver is available), we will notify you as soon as possible and offer either:

• A full refund of the deposit, or
• A rebooking at no extra cost where practical.

Where our cancellation causes you direct, reasonable and evidenced out-of-pocket costs (for example, a same-day alternative transfer to catch the same flight), we will consider those costs in good faith. Our liability is limited as set out in our Terms and Conditions.

6. Service failures

If the service we provide is not carried out with reasonable care and skill, you are entitled to a remedy under the Consumer Rights Act 2015. Depending on the circumstances, a remedy may include a repeat performance or a price reduction. Please contact us at info@goodtogotravel.co.uk within 14 days of the journey.

7. Delays and missed flights

You are responsible for allowing enough time for check-in and security at the airport. We cannot guarantee against delays caused by traffic, road closures, weather or other events outside our reasonable control, and we are not liable for missed flights arising from such delays except where the delay is caused by our own fault.

8. Refund method and timing

Approved refunds are issued to the original payment card via Stripe. Funds typically reach your account within 5 to 10 working days, depending on your card issuer. We do not issue cash refunds.

9. Chargebacks

We ask that you raise any payment concern with us first before contacting your card issuer. We will investigate and respond promptly. If a chargeback is raised without prior contact, we reserve the right to defend it and to provide the card issuer with relevant booking records.

10. Contact

For all cancellations, changes, refund requests and complaints: info@goodtogotravel.co.uk.