Booking & Cancellation Policy

1. Scope

This policy applies to services accepted by YouFirst Group Services Ltd unless a separate booking or service agreement contains clearly agreed applicable terms.

Different arrangements may apply to private hire, secure item transport and security assignments.

For YouFirst Travel bookings, section 10 (YouFirst Travel bookings) applies and, where it differs from any other section of this policy, takes precedence.

2. Booking requests

An enquiry or quotation request is not a confirmed booking.

We will review the request and determine whether we can accept it.

Automated confirmation of receiving an enquiry is not confirmation that a vehicle, driver, delivery service or security assignment has been allocated.

A booking is confirmed only following express acceptance by YouFirst.

3. Quotations

Quotations depend on the details provided and availability at the time of assessment.

Material changes may require a revised quotation.

Any applicable payment arrangements, significant additional charges or special cancellation provisions will be disclosed before acceptance.

4. Customer cancellations

Customers should notify us as soon as practicable if they need to cancel.

The consequences depend on the accepted terms, nature of the service, timing of cancellation and reasonably incurred costs or losses.

Where legally permitted, we may seek reasonable compensation for losses resulting from cancellation, having regard to expenses avoided and reasonable opportunities to reduce those losses.

We will not automatically impose an undisclosed fixed penalty or retain every advance payment regardless of circumstances.

5. Cancellations by YouFirst

We may need to cancel where we cannot lawfully, safely or reasonably provide an accepted service.

Where YouFirst cancels and no suitable alternative is agreed, amounts paid for services not provided will be refunded as required by applicable law.

Where we are legally responsible for failing to perform the contract, statutory and contractual remedies remain available.

6. No-shows

A no-show may occur where the agreed service provider attends the confirmed location and the customer or passenger fails to attend or cannot be contacted within an applicable waiting period.

Any charge must be supported by the booking terms and be fair and proportionate.

Relevant evidence and the circumstances will be considered.

7. Waiting time

Waiting arrangements vary by service.

Included waiting periods and applicable additional charges will be communicated where relevant.

We do not promise unlimited free waiting.

We will not retrospectively apply an undisclosed waiting charge contrary to applicable law.

8. Airports and travel delays

Where relevant, customers should provide correct flight information.

We may review flight information when operationally practical.

Flight tracking and adjustments to collection times are not guaranteed unless expressly included in the confirmed booking.

For YouFirst Travel airport collections, section 10 sets out the reasonable adjustments we make to collection times for flight delays. These are not a guarantee of continuous flight tracking.

Customers should notify us of material changes as soon as reasonably possible.

Where delays require revised arrangements, availability and charges will be considered under the original agreement and applicable legal requirements.

9. Changes to bookings

Customers may request changes to pickup details, destinations, timing, passenger numbers or service requirements.

Changes are subject to acceptance.

Any revised price will be communicated before an amended booking is agreed.

10. YouFirst Travel bookings

This section applies to YouFirst Travel (private hire) bookings. Where it differs from any other section of this policy, this section applies.

Before your booking is confirmed

A quotation, or a request to book, is not a booking. If you cancel before we have confirmed your booking in writing, nothing is payable and anything you have paid will be refunded in full.

After your booking is confirmed

Please let us know as soon as possible if you need to cancel. The table shows the maximum amount we may retain, depending on how much notice you give before your agreed pick-up time.

How we calculate the amount we retain

These percentages are maximums, not automatic charges. We will only retain the lower of the applicable maximum and our genuine net loss.

Our genuine net loss is the cost we cannot recover because you cancelled, such as:

• a driver and vehicle reserved for your journey;
• other bookings we were unable to accept.

From that we deduct:

• any costs we save, for example fuel, tolls and parking;
• any money we earn from other work during the time reserved for you.

We never count the same loss twice, and we may charge less or nothing at all. We record how we calculated any amount we retain, and we will show you on request. We refund the rest.

Which column applies

Your quotation and booking confirmation state whether your journey is “Local” or “Airport and long-distance”.

• A journey is “Airport” if it starts or ends at an airport.
• It is “Long-distance” if the planned road route from pick-up to destination is more than 30 miles.
• All other journeys are “Local”.

Changes to your booking

If you change your booking 48 hours or more before your agreed pick-up time and the price stays the same, there is no charge. Other changes are subject to availability and may require a revised quotation. A change is not treated as a cancellation if we are still able to provide the journey.

Airport collections

For an airport collection, your agreed pick-up time is based on your flight’s scheduled landing time plus the time we agree for you to pass through the airport. Notice of cancellation is counted back from that agreed pick-up time.

If you give us your flight number, we will check your flight’s landing time and move your pick-up time to match your actual landing time where we reasonably can. This is a reasonable adjustment, not a guarantee of continuous flight tracking, so please tell us about any change to your flight that you know of. We make no extra charge solely because your flight is late. The waiting time agreed in your booking then starts from the adjusted pick-up time.

If a delay is so long that we cannot reasonably wait, we will contact you to rearrange, offer an alternative or cancel. This could be, for example, because of the driver’s working hours or another booking. If we cannot provide the collection, you will receive a full refund.

Cancelled or rescheduled flights

If your flight is cancelled and you tell us before the driver sets off, you will receive a full refund. Alternatively, if we are available, we can move your booking to your new flight. A rescheduled flight is treated as a change to your booking.

If you tell us after the driver has set off:

• the table above applies according to the notice you gave before your agreed pick-up time;
• the driver setting off does not, by itself, mean that the maximum charge applies;
• any amount we retain is still limited to our genuine net loss, which will usually reflect the driver’s time and the journey already made.

No-shows

A no-show is when all of the following apply:

• the driver is at the agreed pick-up point at the agreed (or adjusted) pick-up time;
• the waiting time agreed in your booking has passed;
• you have not arrived;
• we have tried at least twice to contact you by phone or message, without success.

Please keep your phone switched on.

Waiting time

Your quotation and booking confirmation state the waiting time we have agreed with you. We do not offer unlimited free waiting. Waiting beyond the agreed time may be charged as set out in your quotation.

Disabled passengers

We never charge extra for carrying a disabled passenger, their wheelchair or other mobility aid, or an assistance dog.

We never charge for the assistance the law requires us to give a disabled passenger at pick-up, during the journey or at drop-off, or for any extra time reasonably needed to give that assistance. That time is never treated as waiting time.

A waiting charge can apply only to waiting that is unconnected with the passenger’s disability or the assistance they need. It is applied on the same basis as for any other passenger. We never make any charge because a passenger is disabled.

If we cancel

If we cancel, or cannot provide your booking as agreed, we will refund everything you have paid for any service we do not provide. We will try to offer an alternative first, but you do not have to accept it.

Exceptional circumstances

In cases such as severe weather, road closures, bereavement or serious illness, we will reduce or waive charges where it is fair to do so.

Refunds

Where a refund is due under this section, we will make it to your original payment method without undue delay, and in any event within 14 days of the date it becomes due. A refund becomes due:

• full refund: on the day you cancel, or on the day we cancel or tell you we cannot provide your booking;
• where we retain part of the fare: on the day after your agreed pick-up time, when we can calculate our genuine net loss.

Where our genuine net loss can reasonably be calculated earlier, we will determine and issue any refund without unnecessary delay. You do not need to request or confirm a refund that is already due. Your bank or payment provider may take additional time to credit your account. We do not deduct card or payment processing fees.

Your legal rights

If the law gives you more rights than this section, those rights still apply.

11. Item transport cancellations

Specialist item transport may require vehicle allocation, collection arrangements or other advance commitments.

Where specific cancellation conditions apply, they must be explained and accepted in advance.

Any cancellation charge must comply with applicable law.

12. Security assignment cancellations

Security assignments may require advance staffing and other operational commitments.

Service-specific cancellation terms should be established through the accepted quotation or written agreement.

We do not impose a universal website cancellation penalty for all security assignments.

13. Refunds

Where a refund is due, it will be arranged without unreasonable delay in accordance with applicable legal requirements.

Refunds will ordinarily be made through the original payment method where practicable, unless otherwise agreed or required by law.

Banking and payment processing times may vary.

14. Statutory rights

The usual statutory 14-day cancellation right under Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally does not apply to passenger transport contracts.

Other services may be subject to different cancellation rights or exceptions.

Where mandatory statutory cancellation rights apply, those rights take precedence over conflicting contractual terms.

Customers retain applicable rights concerning unfair terms, failure to provide agreed services and lack of reasonable care and skill.

15. Contact

To request a cancellation, change a booking or raise a question, email:

contact@youfirstgroup.co.uk

For urgent changes, call 0333 050 3723.

Please include the booking reference and relevant details where available.