REFUND POLICY

Ucabs Private Hire
Version 02-2025

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This Refund Policy forms part of the agreement between you (“Customer”, “you”, “your”) and Ucabs Private Hire (“Company”, “we”, “us”, “our”) in relation to the provision of our private hire taxi services (“Service”).

By making a booking with us, you confirm that you have read, understood, and agreed to the terms set out below.

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1. Full Refund (Bank Transfer, or Cash Payments)

Where payment has been made in advance via bank transfer or cash, a full refund will be issued provided that cancellation is made at least 48 hours prior to the scheduled booking date.

For example, if a booking is scheduled for 4th April, cancellation must be made no later than the end of 1st April to qualify for a full refund. 

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2. Partial Refund (Card Payments via Payment Link)

Where payment has been made in advance via card using a payment link, a 95% refund will be issued provided that cancellation is made at least 48 hours prior to the scheduled booking date.

The 5% deduction reflects non-refundable transaction fees charged to us by the card processing provider.

For example, if £100 has been paid, the refund issued will be £95.

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3. Late Cancellation – No Refund

If cancellation is made less than 48 hours prior to the scheduled booking date, no refund will be issued, irrespective of the payment method used.

This includes bookings made and cancelled on the same day. As we may decline other customers once capacity has been reached, late cancellations may result in loss of income for our drivers.

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4. No Show

If the Customer fails to attend the agreed pick-up location at the scheduled time, the driver will wait for a maximum of 15 minutes unless alternative arrangements have been agreed in advance.

After this time, the booking will be treated as a “no show,” and no refund will be issued.

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5. Incorrect Pick-Up Address

If the driver attends the pick-up location provided by the Customer and the address supplied is incorrect, no refund will be issued.

It is the Customer’s responsibility to ensure that all booking details are accurate at the time of confirmation.

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6. Abusive or Aggressive Behaviour

We operate a zero-tolerance policy towards abusive, threatening, or aggressive behaviour directed at our staff or drivers.

In such circumstances, we reserve the right to cancel the booking immediately without refund.

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7. Additional Passengers

The number of passengers must not exceed the number stated at the time of booking and must not exceed the legal capacity of the vehicle.

If additional passengers are present, the driver is not obliged to carry them. If the booking cannot proceed as a result, it will be cancelled without refund.

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8. Unforeseeable Circumstances

If we are unable to fulfil a booking due to circumstances beyond our reasonable control, including but not limited to road closures, accidents, vehicle breakdown, flooding, or severe weather conditions, the following will apply:

• Bank transfer or cash payments: Full refund

• Card payments (via payment link): 95% refund, reflecting non-refundable processing fees