Policies
Cancellation Policy
Straightforward and fair
At Sterling Transfers, we understand that plans can change. Our cancellation policy is designed to be clear and fair to customers while recognising that vehicles, drivers and transport partners are arranged specifically for each booking.
Because our journeys are pre-booked and arrangements may be made with independent transport partners in advance, cancellation charges may apply.
At a glance
- More than 48 hours before travel
- Normally eligible for a refund, less any reasonable costs already incurred.
- Between 48 and 10 hours before travel
- A cancellation charge may apply, reflecting reasonable costs already incurred.
- Within 10 hours of travel
- A cancellation fee of 25% of the total booking price applies.
- After dispatch, or no-show
- May be treated as a late cancellation or no-show, and may be non-refundable.
The full terms below apply.
Cancelling your booking
More than 48 hours before travel
If you cancel your booking more than 48 hours before your scheduled collection time, you will normally be eligible for a refund, subject to any reasonable costs that we have already incurred in arranging your journey.
Where applicable, any non-refundable third-party costs will be explained to you.
Between 48 hours and 10 hours before travel
If you cancel your booking within 48 hours but more than 10 hours before your scheduled collection time, a cancellation charge may apply.
The charge will reflect reasonable costs already incurred in arranging and preparing for your journey.
Within 10 hours of travel
If you cancel within 10 hours of your scheduled collection time, a cancellation fee of 25% of the total booking price will apply.
The remaining balance will be refunded where applicable, subject to any additional non-refundable costs or charges that have already been incurred.
Cancellation after the driver has been dispatched
If cancellation occurs after the driver or transport partner has been dispatched to the collection point, the booking may be treated as a late cancellation.
In these circumstances, we may retain an amount reflecting the costs incurred in arranging and dispatching the vehicle.
No-show
If a passenger does not attend the agreed collection point and cannot be contacted within a reasonable waiting period, the booking may be treated as a no-show.
A no-show may result in the booking being non-refundable.
Where an airport collection is involved, reasonable waiting arrangements may be made based on the agreed booking details and any available flight information.
Changes to your booking
We understand that customers may need to change their travel arrangements.
Please contact us as soon as possible if you need to change:
- Collection time
- Collection address
- Destination
- Passenger numbers
- Luggage requirements
- Flight details
- Vehicle requirements
We will do our best to accommodate reasonable changes.
Changes may be subject to additional charges where they result in additional mileage, waiting time, vehicle requirements or costs imposed by a transport partner.
A significant change to a booking may need to be treated as a cancellation and a new booking.
Flight delays and cancellations
If your flight is delayed or cancelled, please contact us as soon as you become aware of the change.
Where flight details have been provided, we may be able to monitor the relevant flight and coordinate with the transport partner.
A flight delay or cancellation does not automatically guarantee a full refund. Each situation will be considered based on the circumstances, the notice provided and any costs already incurred.
Cancellation by us
In the unlikely event that Sterling Transfers has to cancel your journey because we are unable to provide the agreed service, we will contact you as soon as possible.
Where we cancel a booking and cannot provide a suitable alternative, you will receive a refund of payments made for the affected booking, subject to your legal rights.
Where possible, we will try to arrange a suitable alternative transport provider.
Partner operators
Some journeys may be fulfilled by one of our carefully selected, vetted and appropriately licensed transport partners.
Our cancellation policy applies to bookings made through Sterling Transfers, regardless of which approved transport partner fulfils the journey.
We will deal with the customer directly and coordinate with the relevant transport partner where necessary.
How to cancel
To cancel your booking, contact Sterling Transfers using the contact details provided on your booking confirmation or through our website.
Please provide:
- Your name
- Booking reference
- Date of travel
- Collection time
- Reason for cancellation, where relevant
The time we receive your cancellation request will be used when determining the applicable cancellation terms.
Important information
All Sterling Transfers journeys are pre-booked and pre-paid.
Full payment is required no later than 48 hours before your scheduled journey.
A booking is only confirmed once payment has been received.
Cancellation charges are intended to reflect the costs and commitments associated with arranging a pre-booked journey. Nothing in this policy is intended to limit or remove any rights you may have under applicable UK consumer law.
For full details of our booking terms, payment terms and customer rights, please see our Terms & Conditions.
Sterling TransfersTravel with confidence.