Cancellation Policy

How to cancel

Cancellations and changes should be made by telephone or WhatsApp to our reservations team using the details on the Contact page, quoting your booking reference. A cancellation takes effect when we acknowledge it.

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Notice periods

Our intention is that customers who tell us in good time are not charged. The indicative notice periods below apply unless your booking confirmation says otherwise.

• More than 12 hours before the pickup time: no cancellation charge
• Between 3 and 12 hours before the pickup time: a partial charge may apply
• Less than 3 hours before the pickup time: the full fare may be charged
• Group, event and multi-vehicle bookings may carry separate terms agreed in writing

No-shows

A booking is treated as a no-show when the chauffeur has arrived at the confirmed pickup point, the included waiting time has elapsed, and we have been unable to reach you by phone or message. We will always attempt to contact you before applying this.

Changes rather than cancellations

Where possible we would rather move a booking than cancel it. Timing changes made with reasonable notice are handled without charge, subject to vehicle availability.

Cancellations by DuneRide

In the rare event that we have to cancel a confirmed booking, we will tell you as soon as possible, help you arrange an alternative where we can, and refund any amount you have already paid for that journey in full.

Refunds

Where a refund is due on a prepaid booking, it is returned by the method used for the original payment. The time it takes to appear depends on your bank or card issuer.