Refund Policy
This Refund Policy applies to all bookings made with Justgo Rides Ltd, trading as Justgo Rides, for private hire and passenger transport services.
By making a booking with Justgo Rides, you agree to the terms of this Refund Policy.
1. Cancellation and Refund Eligibility
Customers may cancel their booking subject to the cancellation periods and charges set out below.
Cancellation Charges
- Free cancellation: Up to 48 hours before the scheduled journey time.
- Cancellation 48 to 5 hours before the journey: 30% of the booking fare will be charged. The remaining 70% will be refundable.
- Cancellation within 5 hours of the journey: 50% of the booking fare will be charged. The remaining 50% will be refundable.
- No-show: 100% of the booking fare will be charged and no refund will be provided.
The applicable cancellation period is calculated based on the scheduled pickup time stated in the booking confirmation.
2. How to Cancel a Booking
To cancel a booking, customers should contact Justgo Rides using the contact details provided on the website or in their booking confirmation.
The cancellation will only be considered effective once it has been received and acknowledged by Justgo Rides.
Customers should provide their:
- Booking reference number
- Passenger name
- Scheduled journey date and time
- Pickup location
- Contact details
The applicable cancellation charge will be determined according to the time at which the cancellation request is received.
3. Refunds for Eligible Cancellations
Where a customer is entitled to a refund after cancellation, the refundable amount will be calculated after deducting any applicable cancellation charge.
For example:
- Cancellation more than 48 hours before the journey → 100% refund
- Cancellation between 48 and 5 hours before the journey → 70% refund
- Cancellation less than 5 hours before the journey → 50% refund
- No-show → No refund
Refunds will normally be made to the original payment method used for the booking.
4. Stripe Payments
Where the booking was paid through Stripe, any eligible refund will be processed through Stripe to the original payment method.
Once Justgo Rides processes the refund, the time taken for the funds to appear in the customer’s account may depend on the customer’s bank, card issuer, or payment provider.
Justgo Rides cannot control delays caused by banks or card/payment providers after the refund has been processed.
5. Credit Card Payment on Pickup
Where payment is made by credit card on pickup, the cancellation and refund rules above still apply.
If a refund is due and payment has already been collected, Justgo Rides will arrange the applicable refund using the appropriate payment method available for the transaction.
If the booking is cancelled before payment is collected, only the applicable cancellation charge, if any, may become payable.
6. Driver No-Show
If the assigned driver fails to arrive for a confirmed booking due to an issue attributable to Justgo Rides or the assigned driver, and the customer has complied with the booking requirements, the customer may be eligible for a full refund of the booking fare.
Customers should contact Justgo Rides as soon as reasonably possible if the driver has not arrived.
The company may request reasonable information regarding the journey before processing the refund.
7. Justgo Rides Unable to Provide the Journey
If Justgo Rides is unable to provide a confirmed journey due to circumstances within the company’s control, and an alternative journey cannot be arranged or accepted by the customer, the customer may be entitled to a full refund of the amount paid for the affected journey.
Where the inability to provide the service results from circumstances outside the company’s reasonable control, the situation will be handled in accordance with the applicable terms relating to unforeseen circumstances and service availability.
8. Flight Cancellation or Significant Flight Changes
For airport bookings, customers should provide accurate flight details when making the booking and notify Justgo Rides as soon as possible of any flight cancellation, significant delay, or change.
Where a flight is cancelled and the customer notifies Justgo Rides sufficiently in advance of the scheduled journey, the booking may be eligible for a refund subject to the applicable cancellation terms.
If the customer fails to notify Justgo Rides and the driver has already been dispatched or the customer is treated as a no-show, the applicable cancellation or no-show charge may apply.
9. No-Show
A booking may be treated as a no-show where the passenger does not attend the agreed pickup location and does not contact Justgo Rides within the applicable waiting period.
A no-show will result in a charge of 100% of the booking fare, and no refund will normally be provided.
For airport pickups, customers should ensure that their flight details are accurate and remain contactable after landing.
10. Additional Charges
Refunds relate to the booking fare and do not necessarily include additional charges that have already been incurred as a result of the customer’s actions or changes to the booking.
Additional charges may include, where applicable:
- Waiting time charges
- Parking charges
- Additional stops
- Extra mileage
- Additional services requested by the customer
- Cleaning or damage charges
- Other charges agreed or applicable to the journey
Any applicable additional charges will be communicated to the customer where reasonably possible.
11. Duplicate or Incorrect Payments
If a customer has accidentally made a duplicate payment for the same booking, the customer should contact Justgo Rides with the booking reference and payment details.
After verification, any confirmed duplicate payment may be refunded to the original payment method.
Where a payment has been made in error, Justgo Rides may require reasonable evidence or transaction information before processing the refund.
12. Refund Processing Time
Once Justgo Rides approves and processes an eligible refund, the refund will normally be returned to the original payment method.
Although Justgo Rides will process approved refunds as soon as reasonably practicable, the time required for the refund to appear in the customer’s account may vary depending on:
- The payment method used
- Stripe or other payment-processing systems
- The customer’s bank
- The customer’s card issuer
- Banking and payment-processing procedures
Justgo Rides is not responsible for delays caused by third-party payment providers or financial institutions after the refund has been processed.
13. Refunds to a Different Payment Method
Refunds will normally be made to the same payment method used for the original transaction.
Justgo Rides may only issue a refund to an alternative payment method where this is necessary, legally permitted, and reasonably practicable.
14. Refund Requests
If you believe you are entitled to a refund, please contact Justgo Rides as soon as possible.
Please provide:
- Booking reference number
- Passenger name
- Journey date and time
- Pickup and destination details
- Reason for the refund request
- Relevant payment information
Refund requests will be reviewed based on the booking records, cancellation time, payment records, and the terms of this Refund Policy.
15. Changes to a Booking
If a customer requests a change to the date, time, pickup location, destination, or other details of a booking, the request will be subject to availability.
A change to a booking may affect the applicable fare or cancellation terms.
Customers should contact Justgo Rides as early as possible when requesting a change.
16. Disputes Regarding Refunds
If a customer disagrees with a refund decision, they should first contact Justgo Rides and provide the relevant booking and payment information so that the matter can be reviewed.
Refund disputes should be raised as soon as reasonably possible after the relevant booking or refund decision.
Justgo Rides will review the matter based on the available booking, payment, cancellation, and journey records.
17. Contact Us
For cancellation or refund enquiries, please contact:
Justgo Rides Ltd
Trading Name: Justgo Rides
Company Registration Number: 14965642
Registered Address: Suite-7, The Old Dispensary, 30 Romford Road, London, E15 4BZ, United Kingdom
Email: [Insert Email Address]
Phone: [Insert Phone Number]
18. Governing Law
This Refund Policy is governed by the laws of England and Wales.
Any dispute relating to this Refund Policy or a refund request will be handled in accordance with the applicable laws and jurisdiction of England and Wales.
