Cancellation Windows

24+ hours before pickup

Full refund

Cancel any time up to 24 hours before your scheduled pickup for a complete refund to your original payment method.

Less than 24 hours before pickup

50% refund

Cancellations within 24 hours of your scheduled pickup receive a 50% refund; the remaining 50% is retained.

Short-Notice Bookings

If your booking was made less than 24 hours before the pickup time, the following applies instead:

Within 5 minutes of booking

Full refund

Changed your mind straight away? Cancel within 5 minutes of placing the booking for a complete refund.

Within 30 minutes of booking

Full value as account credit

Cancel within 30 minutes of placing the booking and the full amount is returned as credit on your VELMOURNE account, ready to use on a future journey.

More than 30 minutes after booking

No refund

Short-notice bookings cancelled more than 30 minutes after they were placed are non-refundable, as your chauffeur and vehicle will already be committed.

How to Cancel

You can cancel your booking through your account on our website, or by contacting us at hello@velmourne.co.uk or by phone. Please have your booking reference ready.

Refund Processing

All refunds are processed via Stripe to the original payment method. Refunds typically appear in your account within 5–10 business days, depending on your bank.

No-Shows

If you do not appear at the pickup location within 15 minutes of the scheduled time (or 45 minutes for airport pickups after landing), the booking will be marked as a no-show and no refund will be issued.

Changes to Bookings

Need to change the time, date, or pickup location? Contact us as early as possible. Changes are subject to availability and may result in a price adjustment.

Exceptional Circumstances

In cases of emergency, severe weather, or other exceptional circumstances, we may offer refunds or rebookings at our discretion outside of the standard policy.

Cancellation & Refund Policy