Cancellation & Refund Policy
Cancellations
If a booking is cancelled by the customer more than 48 hours before the start of the period of hire, 100% of all monies paid will be refundable, and/or the client will not be invoiced for the booked travel.
If a booking is cancelled by the customer within 48 hours of the start of the period of hire, 50% of all monies paid will be non-refundable, and/or the client will be invoiced for the remaining balance of the booked travel.
If a booking is cancelled by the customer within 24 hours of the start of the period of hire, 100% of all monies paid will be non-refundable, and/or the client will be invoiced for the full cost of the booked travel.
If the passenger(s) fails to appear at the designated pickup time and location, all monies paid will be non-refundable, and/or the client will be invoiced for the full cost of the booked travel.
Payments and Deposits
Full payment must be received prior to your travel date unless alternative arrangements have been agreed or the travel is on account. Payment can be made by cash, BACS transfer, or credit/debit card via our secure Stripe payment portal or the designated online payment page on our website.
Upon confirmation of your booking, an invoice with payment instructions will be sent approximately one week before your journey. This will include a link to our Stripe portal for convenient online payment.
Refunds
The hirer is responsible for their passengers. Passengers who fail to return on time may be left behind.
Passengers affected by alcohol or drugs may be refused travel at the driver’s discretion, in the interest of safety. No refund will be provided in these cases.
Ace Taxis (Dorset) Ltd reserves the right not to carry any passenger(s) if they have excessive luggage that would make the vehicle overloaded or unsafe. No refunds will be issued in these situations.
No refunds will be given for journeys terminated part way through the hire. The full fare will remain due and/or the client will be invoiced for the full cost of the booked travel. In cases of extreme weather, Ace Taxis (Dorset) Ltd reserves the right to cancel without penalty if advised against travel by authorities (e.g., Police, Met Office, Highways Agency), or if it is deemed unsafe to complete the journey. In these cases, a full refund less any credit card fees will be issued. No additional compensation will be provided.
Refunds to credit or debit cards can only be processed to the original card used, and must be requested within 7 days of the payment date. Merchant charges will be deducted from the refund amount.
Waiting Time Charges
A 10-minute grace period is allowed. Any waiting beyond this during the booking will be charged at our standard waiting time rate. Comfort breaks of 10 minutes or less are allowed at no charge. Longer stops (e.g., meals) will be charged extra.
Waiting time rate: £35.00 per hour or £8.75 per 15 minutes (or part thereof).
Airport Collections
Meet and Greet service: £15.00 including 60 minutes of waiting from the actual flight landing time. Additional waiting will be charged at our standard waiting time rate.
We also offer a pre-arranged Call and Greet service. Please call after immigration and baggage collection, and meet your chauffeur at the agreed meeting point within 15 minutes.
Airport parking is charged at cost.
Policy Changes
Ace Taxis (Dorset) Ltd reserves the right to amend, change, delete, or add to this cancellation and refund policy at any time as deemed necessary.
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