Refund & Cancellation Policy – QR Cars Ltd

Last updated: 22 October 2026

This policy explains cancellation charges, deposits, refunds, waiting time, cleaning charges and lost property for bookings with QR Cars Ltd (“we”, “our”, “us”). Please review it before confirming a booking. We will make these terms available before a booking is agreed.

1. Deposits and Advance Payments

• Some bookings, including airport transfers, wedding transport and long-distance journeys, may require a deposit or advance payment.
• Deposits and advance payments are subject to the cancellation and refund rules below; they are not automatically non-refundable.
• Where a cancellation charge properly applies, we may deduct it from money already paid and refund any balance.
• Changes of date or time may be accommodated subject to availability and any agreed price adjustment.

2. Customer Cancellations

• All booking types: The same cancellation rules apply to local, standard, long-distance, airport, wedding and event journeys.
• 24 hours or more before the agreed pickup time: Cancellation is free of charge and any payment already made for the cancelled journey will be refunded.
• Less than 24 hours before pickup: A cancellation charge of up to 50% of the booked fare may apply, limited to a reasonable amount reflecting our actual or reasonably anticipated losses, taking account of costs saved and any opportunity to reallocate the booking.
• Driver dispatched, en route or waiting: A charge of up to 100% of the booked fare may apply where justified by reasonable losses and costs incurred. The full fare is not charged automatically.
• Please notify us as soon as possible by phone, WhatsApp or SMS. We will confirm the cancellation and any applicable charge.

3. No-Shows

• A no-show occurs where a passenger does not attend the agreed pickup point and does not contact us within the applicable waiting period.
• A no-show may result in a charge of up to the full booked fare where justified by reasonable losses and costs incurred.
• If you cannot locate your driver, contact us promptly so that we can help.

4. Cancellations by QR Cars

• If we cannot fulfil a confirmed booking, we will make reasonable efforts to arrange a replacement driver or vehicle at the agreed fare.
• If we cannot provide the journey or an agreed alternative, we will notify you promptly and provide a full refund of payments made for the unprovided service.

5. Waiting Time and Late Arrivals

• We allow 10 minutes of complimentary waiting from the agreed pickup time, followed by £5 for each additional 10-minute period of waiting.
• Airport pickup arrangements and any different agreed waiting allowance will be confirmed at booking; the above rate applies after the applicable complimentary period.
• If we cannot contact the passenger after the waiting allowance and reasonable attempts to reach them, the booking may be treated as a no-show, subject to section 3.

6. Flight Delays

• We aim to monitor flight arrivals where flight details are supplied, but customers should inform us of significant changes or cancellations as soon as possible.
• Additional waiting or rearrangement charges will be explained where applicable and assessed reasonably in light of the circumstances and any agreed airport pickup arrangements.

7. Booking Changes and Pickup Details

• Please tell us promptly about changes to pickup time, address, destination, passengers or luggage. Material changes may require a revised quote agreed before travel.
• Customers should provide accurate pickup details, including any location shared by WhatsApp or another service. If incorrect information causes additional costs, we may charge reasonable, evidenced costs, subject to applicable consumer rights.

8. Cleaning Charges

• If excessive soiling occurs, including vomiting or significant food or drink spills, we may charge up to £80 for reasonable cleaning costs.
• Any charge will reflect the cleaning actually required and will not exceed reasonable costs. We may provide supporting details on request.

9. Lost Property

• Please contact us promptly if you believe you have left an item in one of our vehicles.
• Found items can be collected free of charge by arrangement, subject to any legal obligations concerning lost property.
• If you request delivery or return of an item, a reasonable delivery charge may be agreed in advance.

10. Refunds

• Refunds will be calculated under this policy and applicable consumer law, including where a customer cancels or we are unable to provide the service.
• Where a cancellation charge applies, we will refund any payment above the reasonable charge. No charge will be imposed merely as a penalty.
• Refunds will normally be made to the original payment method within a reasonable time.
• Nothing in this policy affects your statutory rights.

11. Disputes and Contact

If you have questions about a charge, cancellation, refund or lost item, please contact us so we can review the circumstances fairly. We may refer to relevant booking messages, driver records and payment information when resolving a dispute.

Email: qrcarsbath@gmail.com