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This policy forms part of our Terms and Conditions and applies to every booking with Bespoke Journeys Online Ltd (trading as Bespoke Executive Chauffeurs).
Cancelling a booking
Cancel free of charge up to 12 hours before your pickup time. If you have paid, you receive a full refund.
- More than 12 hours before pickup. Free cancellation and a full refund.
- Within 12 hours of pickup. The full fare is charged, because the vehicle and the chauffeur are committed to you by that point and the slot cannot realistically be resold.
No-shows
If nobody appears at the pickup point and we cannot reach you, the chauffeur waits for the included waiting period and the full fare is then charged. For airport collections we track the flight first, so a delayed or diverted flight is never treated as a no-show.
Changes rather than cancellations
Moving a booking to another time or date is free where we have availability and you tell us more than 12 hours ahead. Tell us as early as you can and we will usually accommodate it.
If we cancel
If we cannot supply the vehicle you booked, we will offer an equivalent or better class at no extra cost, or a full refund. Where a journey is prevented by something outside our control, such as severe weather or a road closure, you receive a full refund.
Refunds
Refunds are made to the original payment method within 5 to 10 working days. Account customers are credited against the next invoice.
How to contact us
Bespoke Journeys Online Ltd, trading as Bespoke Executive Chauffeurs
Registered in England & Wales, company no. 17446792
Private hire operator licence PH195493, issued by Birmingham City Council
41 Asquith Road, Ward End, Birmingham B8 2HP
Email: [email protected]
Telephone: 0800 020 9501