This Cancellation Policy applies to passenger transfer services arranged with Pegasus Transfers Limited. Customers should read this policy before confirming their journey.
1. How to Cancel a Journey
If you wish to cancel a journey, please contact Pegasus Transfers Limited as soon as possible.
Cancellations can be requested by:
- Telephone
- WhatsApp, where available
- Any other official communication method provided by Pegasus Transfers Limited
When requesting a cancellation, please provide your booking reference, passenger name, journey date and pickup time.
A cancellation is only considered received once it has been received and acknowledged by us.
2. Cancellation Notice
Customers are encouraged to provide as much notice as possible when cancelling a journey.
The amount of any cancellation charge will depend on how much notice is provided and whether a driver or vehicle has already been allocated or dispatched.
Where a specific cancellation period or charge was communicated when the journey was arranged, those conditions will apply.
3. Cancellation Charges
Cancellation charges may apply where:
- A journey is cancelled at short notice.
- A driver has already been allocated or dispatched.
- The driver has already travelled towards the pickup location.
- The driver has arrived at the pickup location.
- A vehicle was specifically reserved for the customer's requirements.
- Additional arrangements or costs have already been incurred for the journey.
Any applicable cancellation charge will be assessed according to the circumstances of the journey and the terms communicated to the customer.
4. Refunds
Where a customer has paid in advance and is entitled to a full or partial refund, the refund will normally be returned to the original payment method, where possible.
The time required for the refunded amount to appear in the customer's account may depend on the bank, card provider or payment processor.
Where a cancellation charge applies, this may be deducted from the amount paid before any remaining balance is refunded.
Nothing in this policy affects the customer's statutory rights.
5. Changes to a Journey
Customers should contact us as soon as possible if they need to change:
- Pickup date or time
- Pickup location
- Destination
- Flight details
- Number of passengers
- Luggage requirements
- Vehicle requirements
- Other important journey information
We will make reasonable efforts to accommodate requested changes, but changes are subject to availability.
A change to the journey may result in a revised fare where the distance, duration, vehicle requirement or other circumstances have changed.
A significant change may be treated as cancellation of the original journey and creation of a new journey.
6. Passenger No-Show
A passenger may be treated as a no-show where the driver attends the agreed pickup location at the required time, waits for the applicable waiting period, and the passenger does not arrive or cannot be located.
Our team and/or driver may make reasonable attempts to contact the passenger using the contact information provided.
If the passenger cannot be located after the applicable waiting period, the driver may be released from the journey.
A no-show may result in the full journey fare being charged, subject to the circumstances and the terms applicable to the journey.
7. Airport No-Show
For airport collections, passengers must provide accurate flight information and follow the meeting instructions provided.
Passengers should remain contactable after landing.
If baggage, immigration, customs or another issue causes a significant delay, the passenger should contact us as soon as possible.
Where the included waiting period has expired and the passenger cannot be located or contacted, the journey may be treated as a passenger no-show.
Additional waiting charges may apply if the driver is requested and able to continue waiting beyond the included waiting period.
8. Flight Delays
Where valid flight details have been provided, we may monitor the flight's arrival information.
We will make reasonable efforts to adjust the collection arrangements following a flight delay.
However, flight monitoring does not guarantee that every schedule change, cancellation or operational disruption will be identified immediately.
Passengers should contact us where they become aware of a significant change to their travel arrangements.
9. Cancellation by Pegasus Transfers
In exceptional circumstances, Pegasus Transfers Limited may need to cancel a journey.
This could include circumstances involving:
- Vehicle breakdown
- Driver illness or emergency
- Severe weather
- Major road closures
- Safety concerns
- Airport or transport disruption
- Circumstances outside our reasonable control
Where reasonably possible, we will attempt to provide a suitable alternative arrangement.
If we cancel a prepaid journey and cannot provide the agreed service or a suitable alternative accepted by the customer, the customer will normally receive a refund of the amount paid for the affected service, subject to applicable legal rights and circumstances.
10. Circumstances Outside Our Control
Pegasus Transfers Limited cannot guarantee that every journey will operate exactly according to the estimated schedule where circumstances arise outside our reasonable control.
These may include:
- Serious traffic congestion
- Road accidents
- Road closures
- Severe weather
- Police incidents
- Security incidents
- Airport closures or disruption
- Flight cancellations
- Major public events
- Industrial action
- Government or emergency restrictions
We will make reasonable efforts to minimise disruption and communicate significant changes where possible.
11. Late Passengers
Customers should be ready at the agreed pickup location at the agreed time.
If a passenger is delayed, they should contact us immediately.
Where possible, the driver may continue waiting, but additional waiting or parking charges may apply.
Where the applicable waiting period has expired and continued waiting cannot reasonably be accommodated, the journey may be treated as a passenger no-show.
12. Contact Us
For cancellations, amendments or questions regarding this policy, please contact us using the details below.