Cancellation Policy
Last updated: August 2026
At 966 Cars & Coaches, we understand that plans can change. This Cancellation Policy explains how cancellations are handled for bookings made with us.
1. Cancelling a Booking
If you need to cancel a booking, please contact 966 Cars & Coaches as soon as possible.
Cancellations should be made by telephone or through the contact details provided on your booking confirmation.
The time at which we receive your cancellation will determine whether a cancellation charge applies.
2. Cancellation Charges
Unless otherwise agreed in writing, the following cancellation charges may apply:
- More than 48 hours before the scheduled pickup: No cancellation charge.
- Within 48 hours of the scheduled pickup: Up to 50% of the agreed booking price may be charged.
- Within 24 hours of the scheduled pickup: Up to 100% of the agreed booking price may be charged.
- Failure to attend / no-show: Up to 100% of the agreed booking price may be charged.
The applicable cancellation charge may vary depending on the type, size and circumstances of the booking.
3. Large Group, Coach and Special Bookings
For large group bookings, coach hire, weddings, events, corporate bookings or bookings requiring vehicles or drivers to be specifically allocated, different cancellation terms may apply.
Any different cancellation terms will be communicated to the customer at the time of quotation or booking.
Where a deposit or advance payment has been made, this may be non-refundable depending on the agreed booking terms.
4. No-Show
A booking may be treated as a no-show where the passenger or booking party fails to attend the agreed pickup location within a reasonable waiting period and we are unable to contact them.
Where a passenger does not attend or cannot be located, the full booking price may remain payable.
5. Customer Changes to a Booking
Changes to pickup times, dates, destinations, passenger numbers or vehicle requirements may affect the agreed price.
We will try to accommodate requested changes wherever possible, but changes are subject to vehicle and driver availability.
Changes made close to the scheduled journey may be treated as a cancellation and rebooking.
6. Cancellation by 966 Cars & Coaches
In exceptional circumstances, we may need to cancel or modify a booking.
We will make reasonable efforts to provide as much notice as possible and, where practical, arrange a suitable alternative vehicle or service.
Where we are unable to fulfil a booking and no suitable alternative can be provided, any payment made for the affected journey will normally be refunded.
Our liability will be limited to the amount paid for the affected booking, except where otherwise required by law.
7. Circumstances Outside Our Control
We cannot be held responsible for delays, cancellations or disruption caused by circumstances outside our reasonable control.
These may include:
- Severe weather
- Road closures
- Traffic incidents
- Accidents
- Vehicle breakdowns
- Industrial action
- Emergency situations
- Police or authority restrictions
- Unexpected road or travel conditions
- Other events outside our reasonable control
We will always make reasonable efforts to minimise disruption and assist customers where possible.
8. Airport Transfers
For airport transfers, customers are responsible for providing accurate flight information where requested.
Where flight monitoring is available and flight details have been supplied correctly, we will make reasonable efforts to adjust the pickup time where possible.
Customers should notify us as soon as possible of significant changes to their flight or travel arrangements.
9. Refunds
Where a refund is due, it will normally be made using the original payment method where possible.
Refund processing times may depend on the payment provider or financial institution involved.
10. Cancellation Charges and Exceptional Circumstances
We may consider reducing or waiving a cancellation charge in exceptional circumstances at our discretion.
Any reduction or waiver is a goodwill decision and does not create an ongoing entitlement to reduced cancellation charges.
11. Agreement to This Policy
By making a booking with 966 Cars & Coaches, the customer acknowledges and agrees to the cancellation terms applicable to their booking.
Where specific cancellation terms have been provided in a quotation, booking confirmation or written agreement, those terms will take precedence over this general policy.
12. Contact Us
If you need to cancel or amend a booking, please contact 966 Cars & Coaches as soon as possible using the contact details provided on your booking confirmation or website.
966 Cars & Coaches
Hull, East Yorkshire
United Kingdom
Website: 966cars.co.uk