Cancellation and Refund Policy
What happens if you or we cancel a booking, and how refunds are paid.
Ibex Shuttle Ltd · Last updated 13/10/2026
If you cancel more than 48 hours before the start of your booking, everything you have paid, including any deposit, is refunded, less a £10 administration fee. We understand plans change and will always try to help.
What you pay if you cancel
| When you cancel (before the start of the booking) | What you pay | What we refund |
|---|---|---|
| More than 48 hours | Nothing | Everything you have paid, less £10 |
| 24 to 48 hours | 50% of the full price | Anything paid above 50% |
| Less than 24 hours | 100% of the full price | Nothing |
| No-show (passenger not at the pickup point) | 100% of the full price | Nothing |
Some bookings have their own rules:
- Weddings: the deposit is not refundable if the booking is cancelled less than 30 days before the wedding.
- Bookings for more than one vehicle: if cancelled less than 7 days before the start, 100% of the full price is payable.
- Outbound and return journeys are treated separately: if you cancel only the return, these rules apply to the return journey.
The time is counted from when we receive your cancellation to the booked start time. A £10 administration fee is taken from any refund when you cancel, however you paid. There is no administration fee if we cancel.
How to cancel
Email info@ibexshuttle.co.uk or call 0333 090 8816, quoting your booking reference. We confirm the cancellation and any refund by email.
If we cancel
In rare cases we may have to cancel because of things outside our control, such as severe weather, road conditions, traffic, strikes or unrest. We will offer alternative arrangements where we can. If we cannot complete your booking, we refund everything you have paid, including the deposit, by the same method you paid. No further compensation is payable.
Changing a booking
We do not charge for changing a booking. If the change adds mileage or waiting time, we tell you the new price before confirming it.
How refunds are paid
- Refunds are paid by the same method you paid.
- Card payments go back to the same card, usually within 5 to 10 working days.
- Waiting time, extra mileage and charges for damage or cleaning are not refundable once incurred.
Questions? We're here 24/7
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