Booking Terms & Cancellation Policy

Booking Confirmation

All bookings are confirmed instantly once payment has been processed. You will receive a confirmation email with your booking details, including pickup time, pickup address, destination, and vehicle type. Please check these details carefully and contact us straight away if anything needs correcting.

Payment is taken securely via Stripe at the point of booking. All prices are in GBP.

Pricing

Our prices are fixed at the time of booking. The price you see is the price you pay, with no hidden fees, surge charges, or surprise extras. Airport drop-off and parking fees are included in the quoted price, with up to 30 minutes of parking on an airport pickup (see Flight Delays and Airport Pickups).

If your journey details change after booking (for example, a different pickup address or additional stops), the price may be adjusted to reflect the new route. We will always confirm any price change with you before proceeding.

Cancellation Policy

We understand that plans change. Our cancellation policy is straightforward:

• 48 or more hours before pickup: full refund
• 24 to 48 hours before pickup: 50% refund
• Less than 24 hours before pickup: no refund
• No-show: no refund

To cancel a booking, please contact us by phone on 01264 563031 or by email at [email protected]. Cancellations are effective from the time we receive your request. Refunds are processed back to the original payment method and may take 5 to 10 working days to appear on your statement.

Changes to Bookings

If you need to amend your booking (for example, changing the pickup time, address, or number of passengers), please contact us as soon as possible by phone or email. We will do our best to accommodate changes, but all amendments are subject to availability. If a change affects the price, we will let you know before confirming the update.

We recommend making any changes at least 24 hours before your scheduled pickup.

Flight Delays and Airport Pickups

For airport pickups, we follow your flight on the day. If it lands early or late, we adjust your pickup time at no extra charge. Please give us your flight number when you book so we can track your arrival.

If your flight lands more than 1 hour after its scheduled time, we cannot guarantee that your driver will still be able to collect you, as they may have another booking. We will contact you as soon as we know, to rearrange your pickup. If we cannot collect you, we refund that journey in full.

Your driver waits nearby rather than in the airport car park. Please call or text your driver when you reach passport control: they need 10 to 20 minutes to drive in, park and meet you in the arrivals hall. Your driver’s name and number are in your booking confirmation, or follow at least 24 hours before your pickup.

Your fare includes up to 30 minutes in the airport car park. If your driver has to wait longer than that for reasons outside their control, for example a late call or a long wait for luggage, the extra car park charge is added to your fare at the car park’s own rate. We will always tell you if this applies.

Passengers and Luggage

Please make sure the vehicle you book is suitable for your group size and luggage. Our vehicle capacities are:

• Saloon: up to 4 passengers
• MPV: up to 8 passengers (minimum 7 days advance booking required)
• VIP: up to 3 passengers

If the number of passengers or amount of luggage exceeds the capacity of your booked vehicle, we may not be able to complete the journey safely. In that situation, we reserve the right to refuse carriage, and the no-show policy will apply.

If you are unsure which vehicle is right for your group, get in touch and we will be happy to advise.

Child Seats

Child seats are available on request at no additional charge. If you need a child seat, please mention this in the special requests section when booking, including the age of the child so we can provide the correct type of seat.

It is the passenger’s responsibility to ensure that the appropriate child restraint is requested for children travelling.

Liability and Insurance

YourCars Andover is fully licensed by Test Valley Borough Council. All of our vehicles are regularly maintained and carry the appropriate insurance for private hire. Every driver is DBS-checked for your peace of mind.

While we take every reasonable step to ensure punctual pickups and safe journeys, we cannot accept liability for delays caused by circumstances beyond our control, including but not limited to traffic conditions, road closures, severe weather, or third-party incidents.

Data Privacy

We take your privacy seriously. Any personal information you provide when booking (such as your name, contact details, address, and flight number) is used solely for the purpose of fulfilling your booking and communicating with you about your journey.

We do not sell or share your data with third parties for marketing purposes. Your payment details are processed securely by Stripe and are never stored on our systems. For further details, please refer to our Privacy Policy page.

Contact Us

If you have any questions about these terms, your booking, or our services, we are always happy to help.

• Phone: 01264 563031
• Email: [email protected]