Refund Policy

Where2Guv (Our service providers) will endeavor to process all cancellations and subsequent refunds (of prepaid bookings) in a timely and efficient manner.

Customers must bear in mind that Where2Guv incurs credit card processing fees for both payments and refunds and as such we must apply t he following policies for pre-paid reservations. We work with our taxi fleet partners and these refund conditions strive to be equitable and fair to all parties.

• An administration fee of £7.50 per booking applies to all cancellations.
• Where2Guv shall make a refund only to the person who has paid the fare and on the credit/debit card of original payment.
• A booking cancelled up to 24 hours prior to the date for which the service has been reserved will receive a refund less the administration fee plus any additional costs that may occur. 
• Refunds will not be paid until they have been received by Where2Guv from the relevant taxi fleet.
• A full refund will be made where the taxi vehicle did not arrive as reserved, however passenger must allow up to 20 minutes to cover unforeseen circumstances before passenger makes alternative arrangements.
• If the taxi vehicle is not at the designated pick up point at the reserved time, then it is the passenger’s responsibility to contact the taxi fleet partner on the telephone number that was supplied when booking was confirmed. In cases where no call is made and the passenger uses alternative arrangements, within the 20 minutes time allowance, no refund will be made.
• Partial refunds may be made if notification of a cancellation is received within 24 hours of the pick up time and will be subject to allocated taxi fleet’s status regarding fulfillment of the booking, e.g. vehicle has not been dispatched, loss of additional business can be directly associated to the cancellation. These will have to be dealt with on a case-by-case basis.

Refunds will not be issued in the following circumstances:

• No refund is made if the passenger does not show up for pre-paid journeys.
• No refund is made for cancellation of a booking on the day of travel or afterwards.
• If the taxi fleet or Where2Guv Customer Service have not received any notification/calls from the passenger and they are not present when the taxi fleet arrives, then no refund will be awarded.

All other circumstances where a refund may be possible should be addressed directly with Where2Guv’s Customer Service.