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Refund Policy
Understand our refund and cancellation terms for taxi and transportation services
1. Introduction
This Refund Policy outlines the terms and conditions for refunds and cancellations for Manchester Executive trading as E&D Hire Ltd. taxi and transportation services. We aim to provide clear and fair refund procedures while maintaining high service standards.
This policy should be read in conjunction with our Terms & Conditions and applies to all bookings made through our website, mobile app, or telephone booking system.
Last Updated: 18th July 2025
2. Refund Eligibility
Refunds are available under specific circumstances as outlined below. We process all eligible refunds promptly and fairly.
2.1 Full Refund Scenarios
You are entitled to a full refund in the following circumstances:
- Service Not Provided: When we fail to provide the booked service due to our fault
- Driver No-Show: When our driver fails to arrive and we cannot provide an alternative
- Vehicle Breakdown: When the assigned vehicle breaks down and no replacement is available
- Company Cancellation: When Manchester Executive trading as E&D Hire Ltd. cancels your booking due to operational reasons
- Advance Cancellation: Cancellations made more than 2 hours before pickup time
- Duplicate Bookings: When you accidentally make duplicate bookings
2.2 Partial Refund Scenarios
Partial refunds may be available in the following circumstances:
- Service Interruption: When the journey is partially completed due to unforeseen circumstances
- Significant Delays: When our driver is more than 30 minutes late without prior notice
- Vehicle Issues: When the provided vehicle doesn't meet the booked specifications
- Route Changes: When external factors require significant route deviations affecting journey time
2.3 No Refund Scenarios
Refunds are not available in the following circumstances:
- Late Cancellations: Cancellations made less than 2 hours before pickup time
- Customer No-Show: When you fail to be present at the pickup location
- Service Completed: When the journey has been successfully completed as booked
- External Factors: Delays due to traffic, weather, or road closures beyond our control
- Customer Changes: When you change destination or add stops during the journey
- Flight Delays: When your flight is delayed or cancelled (airport transfer bookings)
3. Cancellation Time Frames
3.1 Standard Bookings
| Cancellation Time | Refund Amount | Processing Fee |
|---|---|---|
| More than 24 hours before pickup | 100% refund | No fee |
| 2-24 hours before pickup | 100% refund | No fee |
| Less than 2 hours before pickup | No refund | Full charge applies |
3.2 Airport Transfer Bookings
| Cancellation Time | Refund Amount | Processing Fee |
|---|---|---|
| More than 48 hours before pickup | 100% refund | No fee |
| 24-48 hours before pickup | 90% refund | 10% admin fee |
| 2-24 hours before pickup | 50% refund | 50% cancellation fee |
| Less than 2 hours before pickup | No refund | Full charge applies |
Note: All times are calculated from the scheduled pickup time, not the booking time.
4. How to Request a Refund
4.1 Contact Methods
To request a refund, please contact Manchester Executive trading as E&D Hire Ltd. using one of the following methods:
- Email: info@manchesterexecutive.co.uk (preferred method)
- Phone: 01616965724
- In Writing: Adamson House, Didsbury, Manchester M20 2YY, United Kingdom
4.2 Required Information
When requesting a refund, please provide the following information:
- Booking reference number
- Date and time of the original booking
- Pickup and destination addresses
- Reason for the refund request
- Contact details for refund processing
- Payment method used for the original booking
4.3 Supporting Documentation
Depending on the reason for your refund request, you may need to provide:
- Screenshots of booking confirmations
- Flight cancellation or delay notifications (for airport transfers)
- Medical certificates (for medical emergencies)
- Photos or evidence of service issues
5. Refund Processing
5.1 Processing Time
Review Period:
- Standard requests: 3-5 business days
- Complex cases: 5-10 business days
- Disputed cases: Up to 14 business days
Payment Processing:
- Credit/Debit Card: 3-5 business days
- Bank Transfer: 1-3 business days
- PayPal: 1-2 business days
- Cash payments: Bank transfer only
5.2 Refund Methods
Refunds will be processed using the same payment method as the original transaction:
- Card Payments: Refunded to the original card used
- Bank Transfers: Refunded to the originating bank account
- Cash Payments: Refunded via bank transfer (bank details required)
- Third-party Payments: Refunded through the original payment platform
5.3 Refund Confirmation
Once your refund is approved and processed, we will send you a confirmation email containing the refund amount, processing method, and expected timeline for the funds to appear in your account.
6. Special Circumstances
6.1 Weather-Related Cancellations
In cases of severe weather conditions that make travel unsafe:
- If we cancel due to safety concerns: Full refund provided
- If you cancel due to weather: Standard cancellation terms apply
- Rescheduling options available without penalty in severe weather warnings
6.2 Medical Emergencies
For genuine medical emergencies that prevent travel:
- Full refund available with medical certificate
- Immediate family medical emergencies also considered
- Documentation must be provided within 48 hours
6.3 Flight Delays and Cancellations
For airport transfer bookings affected by flight changes:
- Flight delays: Free rescheduling within 24 hours
- Flight cancellations: Full refund or free rescheduling
- Airline notification required for verification
7. Dispute Resolution
7.1 Internal Review Process
If you disagree with our refund decision:
- Submit a formal appeal to info@manchesterexecutive.co.uk
- Provide additional evidence supporting your case
- Our management team will review within 5 business days
- You will receive a written response with our final decision
7.2 External Dispute Resolution
If you remain unsatisfied with our internal review:
- Contact your payment provider for a chargeback (if paid by card)
- Seek independent mediation through consumer advice services
- Refer the matter to the appropriate ombudsman service
- Consider legal action through small claims court
8. Contact Information for Refunds
For all refund-related queries and requests, please contact our customer service team:
Company: Manchester Executive trading as E&D Hire Ltd.
Address: Adamson House, Didsbury, Manchester M20 2YY, United Kingdom
Phone: 01616965724
Customer Service Hours: Monday to Friday, 9:00 AM - 6:00 PM
Emergency Contact: Available 24/7 for urgent refund queries
9. Policy Updates
We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or industry practices. When we make changes:
- Updated policy will be posted on our website
- Changes will take effect immediately upon posting
- Existing bookings remain subject to the policy in effect at booking time
- Significant changes will be communicated to customers via email
Last Updated: 18th July 2025
This Refund Policy is effective as of the date listed above and applies to all bookings made after this date.