This policy explains how cancellations and refunds work for Zero Transport bookings. It forms part of our Terms of Service.
1. Cancelling more than one hour before pickup
If you cancel more than one hour before your scheduled pickup time, you receive a refund of what you paid, minus a £5 admin fee. The fee covers the cost of processing and managing your booking.
2. Cancelling within one hour, or not showing up
If you cancel within one hour of your scheduled pickup time, or you do not show up for your booking (a "no-show"), no refund is available. By this point the booking has been allocated and a driver has committed their time and vehicle to your journey.
3. How refunds are made
Where a refund is due, it goes back to the original payment method you used, and is processed through Stripe.
Refunds usually take around 5–10 working days to appear, depending on your bank or card provider.
4. Our right to cancel (full refund)
Occasionally we may need to cancel a booking ourselves, if we cannot commit to or safely fulfil the journey. If we cancel your booking for a reason like this, you receive a 100% full refund — there is no charge to you.
Examples of when this might happen:
- The journey is outside our service area. We pick up in the North East, so a booking placed from or for another area — for example a local trip within London — is one we cannot fulfil.
- No driver is available for your requested time.
- The booking involves something we are unable to accommodate — for example pets (see the "Pets" section of our Terms).
- We otherwise cannot safely commit to the journey.
This full-refund right is separate from the customer-cancellation charges in sections 1 and 2 (the £5 admin fee and the no-refund rule). Those charges apply only when you cancel — not when we do.
5. Exceptional circumstances
If you need to cancel because of exceptional circumstances — for example a genuine emergency — please contact us. A goodwill refund may be offered, decided case by case by a person. This is discretionary and looked at individually; it is not automatic.
To ask about this, Email us or Call.
6. Your statutory rights
This policy sets out our cancellation terms. It does not remove any rights you have under UK consumer law.
The statutory 14-day cooling-off right under the Consumer Contracts Regulations 2013 does not apply to passenger transport bookings such as ours. You may still cancel your booking in accordance with this Cancellation Policy, and your other statutory consumer rights are unaffected.
Why our charges are set the way they are. Our cancellation charges are intended to be cost-reflective and proportionate. The £5 fee reflects the reasonable administrative cost of processing and managing a booking. The no-refund rule for cancellations within one hour of pickup reflects that, by that point, a driver has been committed to the job and we are likely to lose the earnings for that slot. We aim only to cover the cost or loss we are reasonably likely to suffer, not to recover more than that.
7. Changes to this policy
We may update this policy from time to time. The current version and its effective date are always shown on this page. This is version v1.0, effective 13 July 2026. Where we make material changes, we will post them on our website.
8. Governing law & jurisdiction
This policy is governed by the law of England & Wales. Any dispute relating to it is subject to the courts of England & Wales.
9. Contact
To cancel a booking or ask about a refund, Email us or Call.
Effective date: 13 July 2026