NOTICE · COMMITTED COSTS · WRITTEN RESPONSE
Cancellation Refund Policy
The Cancellation Refund Policy explains how a request to cancel, change, credit or refund a passenger transport booking should be reviewed. The result depends on the signed quotation or contract, the booking stage, notice timing, committed costs and operational work already completed. Customers should submit the request in writing and rely on the authorised written response for the final outcome.
POLICY PATH 01
Passenger Conduct Policy Cancellation Refund Policy Purpose
A controlled method for reviewing cancellations and refunds
The policy provides a structured way to review what happens when a confirmed or pending transport arrangement is cancelled or materially changed. It does not promise that every cancellation produces a full refund. The outcome depends on the commercial documents, notice timing, booking status, resources committed and costs that cannot reasonably be recovered.
The current quotation or contract should state the applicable cancellation or refund basis. Where it does not fully address the issue, the responsible team should review the records and provide a written decision. Website guidance remains general and cannot replace the calculation or approval for a specific booking.
Who the Policy Applies To
Customers and authorised contacts requesting a change or cancellation
The policy applies to the person or organisation that made or authorised the booking and to the MR Bus team responsible for reviewing the request. Only an authorised customer contact should cancel or change a company booking. The request should identify the service, date, route, booking reference and requested outcome.
Passengers or third parties who are not authorised to change the booking should be directed to the responsible customer contact. This protects the booking from conflicting instructions and ensures that refunds, credits or deductions are handled through the correct commercial relationship.
Responsible Party and Scope
Identify the decision owner and the service, route or document covered.
Required Evidence or Approval
Record the quotation, contract, approval or current record supporting the decision.
Limitations and Customer Action
State what remains conditional or depends on information or action from the customer.
Review and Escalation
Identify the review point, authorised owner and next step.
POLICY PATH 02
Website Privacy Policy Conditions and Customer Responsibilities
Notice, evidence and cooperation affect the review
The customer should provide written notice as soon as the need to cancel or change is known. The notice should state whether the request concerns the entire service, specific dates, trips, vehicles or passengers. Supporting communication, payment records and the accepted quotation should be included where available.
The customer remains responsible for obligations already accepted in the written scope, including non-refundable commitments or charges that arise from late changes, waiting, access, permits, accommodation or resources reserved for the service. The final treatment must be supported by the current documents and the actual booking history.
Process and Required Information
How the cancellation or refund request is assessed
The responsible team identifies the controlling quotation or contract, confirms the booking and payment status, checks the date and time of notice and records any resources or third-party costs already committed. The request is then compared with the applicable terms and an authorised written response is prepared.
Where a refund or credit is approved, the response should state the amount or basis, any deductions, the payment method or account information needed and the expected processing step. Where the request is rejected or only partly approved, the response should explain the controlling condition and available escalation route without disclosing confidential internal information.
Responsible Party and Scope
Identify the decision owner and the service, route or document covered.
Required Evidence or Approval
Record the quotation, contract, approval or current record supporting the decision.
Limitations and Customer Action
State what remains conditional or depends on information or action from the customer.
Review and Escalation
Identify the review point, authorised owner and next step.
POLICY PATH 03
50-53 Seater Luxury Buses Exceptions and Special Cases
Events that may require individual evidence
Special cases can include authority restrictions, severe disruption, supplier cancellation, access refusal, force-majeure-type events, vehicle breakdown, customer no-show, partial service delivery, rescheduling or a material route change. The existence of an unusual event does not automatically determine the refund. The actual effect on the service and the controlling terms must be reviewed.
An alternative date, vehicle, route, credit or replacement service may be considered where operationally and commercially appropriate. Any alternative must be documented and approved by the authorised parties. Customers should not assume that a credit or reschedule is available until it is confirmed in writing.
Escalation and Support
How to challenge or clarify an outcome
A customer who needs clarification should reply through the authorised channel and identify the disputed point, requested remedy and supporting record. The case can then be escalated to the responsible commercial or management contact named in the contract or current communication.
The escalation response should distinguish verified facts from interpretation, identify the controlling document and record the final action. Repeated messages without the booking reference or supporting documents may delay the review, so the request should be complete and focused.
Responsible Party and Scope
Identify the decision owner and the service, route or document covered.
Required Evidence or Approval
Record the quotation, contract, approval or current record supporting the decision.
Limitations and Customer Action
State what remains conditional or depends on information or action from the customer.
Review and Escalation
Identify the review point, authorised owner and next step.
POLICY PATH 04
Airport Transfer FAQ Policy Review and Updates
Use the terms current for the booking
Cancellation and refund terms may change for future bookings, but a later website update should not be assumed to rewrite an existing signed arrangement. The documents accepted for the booking and any authorised amendment normally provide the starting point for the review.
Customers arranging recurring or high-value transport should review cancellation windows, committed-cost treatment, change procedures and escalation contacts before each contract period. Clear terms at the start reduce uncertainty when plans change.
Responsible Party and Scope
Identify the decision owner and the service, route or document covered.
Required Evidence or Approval
Record the quotation, contract, approval or current record supporting the decision.
Limitations and Customer Action
State what remains conditional or depends on information or action from the customer.
Review and Escalation
Identify the review point, authorised owner and next step.
POLICY FAQ
Questions to resolve before reliance
Answers explain the review method without inventing prices, guarantees, approvals or availability.
01Who does cancellation refund policy apply to?
It applies to the customer or authorised organisation that made the booking and to the responsible MR Bus team reviewing the cancellation, change, credit or refund request under the current written documents.
02What responsibilities are set by cancellation refund policy?
The customer should give timely written notice, identify the affected service, provide the booking and payment records and comply with any agreed cancellation or committed-cost conditions. MR Bus should review the request against the controlling documents and issue an authorised response.
03Which actions are restricted under cancellation refund policy?
A refund should not be assumed before written approval. Unauthorised third parties should not cancel a company booking, and customers should not ignore notice requirements, committed costs or services already delivered.
04Which records or approvals support cancellation refund policy?
Relevant records can include the accepted quotation or contract, booking confirmation, payment record, cancellation notice, change messages, supplier or permit commitments, service-delivery records and the authorised commercial decision.
05How are changes to cancellation refund policy communicated?
Future policy changes should be communicated through a dated update or authorised contract notice. The terms applicable to an existing booking should be identified from the accepted documents and any approved amendment.
06How can a customer ask about cancellation refund policy?
Send the booking reference, route, service date, notice time, amount paid, requested outcome and supporting documents to the authorised MR Bus contact. A complete file allows the responsible team to review the request accurately.