Cancellation and Refund Policy
Last updated: 11 December 2025
This Cancellation and Refund Policy outlines the terms and conditions for cancelling bookings with Londra Transfers Limited. Please read this policy carefully before making a booking with us. By booking a mini-cab service with us, you acknowledge that you have read and agree to these terms.
1. Overview
Londra Transfers Limited is a mini-cab vehicle operator regulated by Transport for London (TFL) under the Private Hire Vehicles (London) Act 1998. This policy applies to all bookings made through our website at https://londratransfers.co.uk, by telephone, email, or any other booking method we offer.
2. Cancellation by Passenger
You have the right to cancel your mini-cab booking. The refund you will receive depends on when you cancel and the stage of your booking.
2.1 Cancellation Before Vehicle Dispatch
If you cancel your booking before a vehicle has been allocated and dispatched to collect you, you are entitled to a full refund of the fare you have paid, minus any applicable administration fee of up to £2.50.
We consider a booking to have reached the dispatch stage when:
- The driver has been assigned to your journey
- The driver is en route to your pickup location
- Londra Transfers notifies you that the vehicle is on the way
To cancel before dispatch, you must contact us as soon as possible by:
Telephone: +44 7492 288878
Email: info@londratransfers.co.uk
Our website: https://londratransfers.co.uk/contact/
Refund processing will take 3-5 working days to appear in your account, depending on your payment method and bank.
2.2 Cancellation After Vehicle Dispatch
If you cancel your booking after a mini-cab vehicle has been dispatched to your location, you may be charged a cancellation fee. This fee reflects the costs we have already incurred, including:
- Driver time spent travelling to your pickup location
- Distance travelled by the vehicle
- Loss of potential income
- Operational costs
The cancellation fee will be calculated based on the time elapsed and the distance travelled. The minimum cancellation charge is the full fare for your journey.
You will receive a receipt detailing the cancellation fee. If you dispute this charge, please contact us within 14 days as outlined in Section 4.
2.3 Cancellation Within 10 Minutes of Scheduled Pickup
If you cancel within 10 minutes of your scheduled pickup time, you will be charged the full fare for the journey, as the driver will be at or near your pickup location and unable to take another booking.
2.4 Cancellation at the Pickup Location
If the driver arrives at your pickup location and you are not present or do not wish to proceed with the journey, you will be charged the full fare. We will attempt to contact you at the number provided at booking.
2.5 Airport and Time-Sensitive Journeys
For airport pickups and other time-sensitive bookings, cancellation terms are more restrictive because vehicles are allocated well in advance:
- Cancellations made more than 24 hours before your scheduled pickup are subject to a £5 administration fee
- Cancellations made 12-24 hours before pickup are charged at 50% of the agreed fare
- Cancellations made less than 12 hours before pickup are charged the full fare
Airport journeys are considered time-sensitive due to flight schedules and the need to allocate vehicles in advance.
2.6 Withdrawal of Consent for Marketing Communications
You have the right to withdraw your consent for marketing communications at any time without penalty. This is separate from service cancellation. Simply inform us that you no longer wish to receive marketing emails or SMS messages, and we will remove you from our mailing list immediately.
3. Refund Eligibility and Timeline
3.1 What Qualifies for a Refund
- You cancel before the mini-cab vehicle is dispatched to your location
- Londra Transfers cancels the booking due to service availability or operational issues
- A payment error occurs (duplicate charge, incorrect amount)
- We failed to provide the booked service due to our fault
- You are overcharged due to a system or calculation error
3.2 What Does Not Qualify for a Refund
- You cancel after the vehicle has been dispatched
- You do not appear at the pickup location (no show)
- You cancel within 10 minutes of your scheduled pickup time
- You request cancellation during or after the journey has commenced
- You provide false, incomplete, or inaccurate booking information
- You refuse to comply with driver instructions or vehicle rules
- The journey is delayed or extended due to factors outside our control (traffic, road closures, weather)
3.3 Refund Processing Timeline
- Card payments: 3-5 working days
- Bank transfers: 5-7 working days
- Cash payments: Not refundable; a credit note may be issued
Processing times depend on your bank or payment processor. We have no control over how quickly your financial institution processes the refund.
4. No Show Policy
4.1 Definition of No Show
- The allocated mini-cab driver arrives at your agreed-upon pickup location
- The driver waits for a reasonable period (typically 5-10 minutes)
- You or your passengers do not appear
- We cannot reach you using the contact details provided at booking
4.2 No Show Charges
- You will be charged the full agreed fare
- An additional no-show fee of up to £10 may be charged
- No refund will be provided
The driver will attempt to contact you before departing. If we cannot reach you, we will mark the booking as a no-show and charge your payment method on file.
4.3 Payment of No Show Charges
No-show charges will be deducted from any payment method provided at booking. If payment fails, we may pursue recovery through other means or suspend your account.
4.4 Disputes Regarding No Show
If you believe you have been incorrectly charged as a no-show, please contact us within 14 days with evidence of your circumstances. See Section 6 for the dispute procedure.
5. Londra Transfers Initiated Cancellations
5.1 When We May Cancel
- Vehicle breakdown or mechanical failure
- Driver illness or emergency
- Unexpected traffic or emergency road closures
- Passenger breach of conduct or safety rules
- Fraudulent or false booking information
- Force majeure events
5.2 Passenger Protections When We Cancel
- You will receive a full refund
- We may attempt to provide alternative transport
- If unavailable, the refund will be processed within 3-5 working days
- We will inform you of the cancellation as soon as possible
5.3 No Compensation for External Factors
If we cancel due to circumstances beyond our reasonable control, a full refund will be provided, but no additional compensation will be offered.
6. Dispute Resolution
6.1 How to Dispute a Charge
Contact us within 14 days:
Email: info@londratransfers.co.uk
Telephone: +44 7492 288878
Post: Londra Transfers Limited, Regus Cowork Desk 130, 6 to 9 Stockley Park, Uxbridge, UB11 1FW
Provide:
- Your booking reference number
- Journey date
- Your preferred resolution
- Evidence supporting your dispute
6.2 Investigation Process
- We will acknowledge within 2 working days
- Investigate within up to 14 days
- Provide a decision with reasoning
- If upheld, refund within 3-5 working days
6.3 Escalation
- Transport for London
- Citizens Advice
- Information Commissioner’s Office (for data disputes)
7. Special Circumstances
7.1 Medical or Emergency Cancellations
Contact us immediately if you cancel due to a medical or family emergency. Evidence may be required.
7.2 Cancellations Due to Our Error
If we make an error (wrong time, wrong location, overbooking), you will receive a full refund.
7.3 Accessibility Requirements
If we cannot provide the required accessibility accommodations, you will receive a full refund.
8. Refund Methods and Payment
8.1 How Refunds Are Processed
- Card payments: Reversed within 3-5 days
- Bank transfers: 5-7 days
- Cash: Not refundable; credit note may be issued
8.2 Currency and Exchange Rates
All refunds are processed in GBP. If another currency were used, conversion depends on your payment provider.
8.3 Partial Refunds
Partial refunds may be issued when only part of the journey or costs were incurred.
9. Credit Notes and Future Bookings
9.1 Credit Note Option
You may request a credit note instead of a refund. Credit is valid for 12 months.
9.2 Using Credit Notes
- Provide your credit note reference when booking
- Unused balance remains available
- Credit notes are not refundable or convertible to cash
10. Consumer Rights
10.1 Your Legal Rights
This policy does not affect your statutory rights. You are entitled to fair service, reasonable care, accurate charges, and compensation for losses caused by our breach.
10.2 Fair Contract Terms
We do not exclude or limit liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Any liability that cannot be limited by law
11. Changes to This Policy
We may update this policy periodically. Updated versions will be posted on our website. Continued use of our services indicates acceptance of the updated policy.
12. Contact Us
If you have questions or wish to dispute a charge, contact us:
Regus, Cowork Desk 130
6 to 9 Stockley Park, Uxbridge, UB11 1FW
Email: info@londratransfers.co.uk
Telephone: +44 7492 288878
Website: https://londratransfers.co.uk/contact/
Response times: We will reply within 2 working days.