Effective Date

10/10/2025

Business Name

M.L.K. Padget trading as Cardy Cars.

1. Introduction

This Cancellation & Refund Policy outlines the terms under which bookings with Cardy Cars (“we”, “us”, “our”) may be cancelled and refunds issued.

By using our website and online booking form, or booking via other methods of communication (phone, email, etc.), or using our private-hire taxi services, the customer and/or any passengers the customer books for (“you”, “your”) agrees to be bound by this Cancellation & Refund Policy.

2. Cancellation, late arrivals, no-shows and termination by the Customer

2.1 Advance Bookings

Free Cancellation: If you (or a passenger you booked for) cancel a booking more than 48 hours before the scheduled pick-up time, 100% of any payment made to us will be refunded to the original payment method.

Late Cancellation: If you (or a passenger you booked for) cancel a booking less than 48 hours and more than 24 hours before the scheduled pick-up time, 50% of any payment made to us will be refunded to the original payment method.

Same-Day Cancellation: If you (or a passenger you booked for) cancel a booking less than 24 hours before the scheduled pick-up time, no refund will be issued.

Late arrival: If you (or a passenger you booked for) arrive at the pick-up location later than the scheduled pick-up time, the following waiting times and charges apply:

FREE WAITING TIME

• Standard Locations: first 10 minutes
• Train & Bus Stations: first 20 minutes
• Airports & Seaports: first 30 minutes

CHARGEABLE WAITING TIME

• Daytime (06:30–22:30) 50p per minute
• Night-time (22:30–06:30) £1 per minute

No-Shows (Standard Locations): If you (or a passenger you booked for) do not meet the driver at the pick-up location within 15 minutes after the scheduled pick-up time without prior communication, it will be considered a no-show and the driver will leave. No refund will be issued.

No-Shows (Transport Hubs): If you (or a passenger you booked for) do not meet the driver within 1 hour (Airports & Seaports) or 30 minutes (Train & Bus Stations) after the scheduled pick-up time without prior communication or providing updated travel information, it will be considered a no-show and the driver will leave. No refund will be issued.

Terminating a Journey: If you (or any passenger) choose to terminate a journey for any reason part way through the pre-booked route, no refund will be issued.

2.2 Same-Day Bookings

All same-day bookings (bookings received within 24 hours of the scheduled pick-up time) are non-refundable once confirmed. Amendments may be possible subject to availability, but no refunds will be issued for cancellations.

3. Cancellation by Cardy Cars

In the unlikely event that we need to cancel a booking due to unforeseen circumstances (e.g., severe weather, vehicle breakdown, driver illness) we will notify you as soon as possible and issue a full refund to the original payment method. No further compensation will be due.

4. Refund Process

Approved refunds will be processed within 5–10 business days. Refunds to credit and debit cards will only be processed to the original payment card.

5. Booking Amendments

Changes to the booking (time, location, passenger details) may be made subject to availability. Substantial changes may be treated as a new booking and subject to the cancellation terms above.

6. Refusal of Service

6.1 Passenger Conduct

Any passengers who appear to be affected by drunkenness or drug use, or who are acting in an erratic, aggressive or abusive manor, will be refused permission to travel. The driver’s decision is final and no refund will be issued.

6.2 Passenger Mobility

Please be aware that our drivers are not permitted to lift a passenger into or out of the vehicle. All passengers (including those using our service for hospital, doctor and other medical appointments) must be able to get into and out of the vehicle on their own, or have assistance arranged in advance for both ends of their journey. In the event that a passenger is unable to get into the vehicle safely and does not have any assistance arranged to do so, the passenger may be refused permission to travel. The driver’s decision is final. 100% of any payment made to us will be refunded to the original payment method. No further compensation will be due.

6.3 Passenger Mental Capacity

Any passenger who appears to lack the adequate mental capacity to remain calmly seated in the vehicle with their seatbelt fastened, or who may cause the driver to become distracted during the journey, may be refused permission to travel. The driver’s decision is final. We do not wish to exclude passengers who may sometimes exhibit challenging behaviour due to dementia, learning disabilities, etc, but we have a duty of care to all passengers in the vehicle, including the driver, who has the legal responsibility to ensure that every journey can be undertaken safely. The driver may therefore require a passenger to be accompanied by a carer or family member. In the event of refusal of service due to passenger lack of mental capacity, 100% of any payment made to us will be refunded to the original payment method. No further compensation will be due.

6.4 Respiratory Illnesses (e.g. Covid-19)

The driver has the right to protect themselves from respiratory illnesses, which are easily transmitted inside a vehicle. If any passenger shows symptoms of a respiratory illness (coughing, sneezing, etc.) the driver may refuse permission for that passenger to travel. The driver’s decision is final. The passenger will need to make alternative arrangements for their journey. 100% of any payment made to us will be refunded to the original payment method. No further compensation will be due. If any passenger begins to show symptoms of a respiratory illness part way through a journey, the driver reserves the right to divert the route to the nearest public transport hub (e.g. train or bus station) where the journey will be terminated and the passenger will need to make alternative arrangements for the remainder of their journey. The driver’s decision is final. Any payment made to us will be partially retained for the route taken, and the remainder will be refunded to the original payment method. No further compensation will be due.

6.5 Excessive Luggage

If you (or a passenger you booked for) have oversized or numerous items of luggage that may not be accommodated by an estate car, please let us know when booking. Any passengers with excessive luggage that could result in the vehicle being overloaded and unsafe on the road may be refused permission to travel. The driver’s decision is final. In such cases 100% of any payment made to us will be refunded to the original payment method. No further compensation will be due.

6.6 Severe Weather

In the event of severe weather we may cancel your booking if authorities such as the Police, Met Office or Highways Agency advise against travel, or if we consider it unlikely that we will be able to complete your journey safely. In such cases 100% of any payment made to us will be refunded to the original payment method. No further compensation will be due.

7. Contact Us

For cancellations, booking amendments and refund enquiries, please contact our team on freephone 0800 404 5670 or email info@cardycars.com.

8. Policy Updates

We reserve the right to amend this Cancellation & Refund Policy at any time. Updates will be published on this page of our website and will take immediate effect.