Refund Policy
This policy applies alongside the Terms & Conditions for Pawsenger Pet Taxi. It covers customer cancellations, deposits and refunds.
Seven-day cancellation policy
For customer cancellations within seven days (168 hours) of scheduled pickup, the cancellation charge may be up to the full fare, limited to our justified loss. We take account of work already done and unavoidable committed costs, deduct costs saved and replacement-booking income, and take reasonable steps to reduce the loss. Any amount paid above that loss is refunded. A cancellation within seven days does not automatically entitle us to retain the whole fare.
For cancellations more than seven days before pickup, fare payments are refundable, less any justified deposit retention and permitted processing charge below. Each leg of a return booking is assessed separately against its scheduled pickup time. Contact our office by telephone or email, give your booking details and request cancellation confirmation. Follow up promptly if you have not received it.
Deposits, minibus and executive bookings
The standard deposit is £20 where required, unless a different amount is agreed before booking. Deposits are part-payment of the fare and may be retained only towards a justified cancellation loss. The same fair, loss-based assessment applies to minibus and executive bookings, including any evidenced supplier commitments. Neither the vehicle type nor a description of a payment as non-refundable removes the requirement to refund amounts above a justified charge.
We do not recover the same loss twice: any retained deposit or permitted processing cost counts towards the total cancellation charge. We will explain the calculation if requested.
Cancelled flights and booking changes
Contact the office promptly if a flight is cancelled, diverted or rescheduled. We will discuss possible amendments and agree any new fare before confirming a change. If you cancel instead, or a change cannot be agreed and you cancel, the same seven-day cancellation policy and loss limits apply. Flight disruption does not automatically forfeit your fare.
When we cancel or do not provide the service
If we cancel and no agreed replacement service is provided, payments for the unprovided service, including its deposit, are refunded. Your rights where a service is not provided with reasonable care and skill remain unaffected. We do not deduct a processing charge from a refund required by law.
Refund processing charges
A processing charge of up to 7% may apply only to an eligible customer-requested discretionary refund where disclosed before booking, lawful and supported by reasonable processing costs actually incurred. It is not an automatic 7% deduction. We do not charge twice for costs already included in a cancellation charge, or deduct any processing charge from a statutory refund.
No-shows and return journeys
The contact attempts, waiting allowances and departure conditions in sections 5 and 18 of our Terms & Conditions apply before an airport no-show is recorded. No-show charges are assessed using the same loss-based rules. Missing or cancelling the outbound leg does not automatically forfeit an unused return fare; contact the office to confirm whether the return is needed.
How refunds are returned
We will confirm any approved refund and arrange repayment promptly, normally to the original payment method unless another appropriate method is agreed. Bank or payment-provider processing times may vary; this does not extend any legal deadline for payment.
Questions or complaints
Email bookings@pawsengerpettaxi.co.uk with your booking reference and journey details. We aim to acknowledge complaints within two working days and respond substantively within ten working days, or explain any further investigation. Your statutory rights and access to legal remedies remain unaffected.
Last updated: 22 October 2026. This revised policy applies to new bookings made from this date. Existing bookings retain their agreed terms unless a change is expressly agreed; statutory rights are unaffected.