Cancellation & Refund Policy

Last updated: 14/12/2025

This Cancellation & Refund Policy applies to all bookings made with Thanks Drive (“we”, “us”, “our”), a licensed Private Hire Operator under South Gloucestershire Council.

By making a booking through our website or mobile application, you agree to this policy in addition to our Terms & Conditions.

1. Payment Policy
  • All bookings require full payment at the time of booking.
  • Accepted payment methods are card payment or bank transfer.
  • Bookings are not confirmed until payment has been successfully received.
2. Cancellation by the Customer
  • Customers may cancel a booking up to 4 hours before the scheduled pickup time.
  • Cancellations made more than 4 hours before pickup are eligible for a full refund.
  • Cancellations made within 4 hours of pickup are non-refundable.

This policy applies to all journey types, including airport transfers and long-distance bookings.

3. How to Cancel
  • Cancellations must be made via:
    • The website or mobile app, or
    • Direct contact using the details provided in your booking confirmation
  • The time of cancellation is determined by when we receive the request.
4. No-Shows

A booking will be treated as a no-show if:

  • The passenger fails to attend the pickup location at the scheduled time, or
  • The passenger cannot be contacted after reasonable attempts

No-shows are charged at 100% of the booking value and no refund will be issued.

5. Waiting Time & Abandoned Pickups
  • A free waiting period applies as stated at booking.
  • If the passenger does not arrive within this time and cannot be contacted, the booking may be abandoned and treated as a no-show.
  • No refund will be issued in such cases.
6. Refund Method & Processing Time
  • Approved refunds will be issued using the original payment method.
  • Refunds are typically processed within 5–10 working days, depending on the bank or card provider.
  • Bank transfer refunds may require additional verification.
7. Cancellations by Us

We reserve the right to cancel a booking due to:

  • Vehicle breakdown
  • Driver unavailability
  • Severe weather or unsafe conditions
  • Events beyond our reasonable control

Where we cancel a booking, a full refund will be issued.

8. Amendments & Booking Changes
  • Requests to amend bookings (time, location, vehicle type) are subject to availability.
  • Amendments requested within 4 hours of pickup may be treated as a cancellation and subject to this policy.
9. Chargebacks & Disputes
  • Unauthorised chargebacks or payment disputes raised without contacting us first may result in refusal of future bookings.
  • Evidence including booking records, timestamps, and journey logs may be provided to payment processors.
10. Contact Information

For cancellations, refunds, or queries, contact us at:

Email: info@thanksdrive.com
Phone: 07440680561

11. Policy Updates
  • We may update this policy at any time.
  • The latest version will always be available on our website and mobile app.