Refund Policy

This policy explains when you can get a refund for a booking made with Online Airport Transfers Ltd, trading as Surrey Airport Pickups. It forms part of our Terms and Conditions and does not affect your statutory rights.

1. Cancelling Your Booking

1.1 How to cancel. Please cancel through "Manage Booking" on our website, by email to info@surreyairportpickups.co.uk, or by phone on 01483 331 240. The time that counts is when we receive your cancellation.

1.2 Refunds for pre-paid card bookings.

More than 12 hours before pickup: full refund, less a £10 administration fee.
Between 6 and 12 hours before pickup: 50% of the fare is refunded.
Less than 6 hours before pickup: no refund.

1.3 Cash bookings. Cash bookings are secured with a pre-authorised credit or debit card. They can be cancelled free of charge more than 12 hours before pickup. If you cancel later, the same charges apply as for card bookings: 50% of the fare between 6 and 12 hours before pickup, and the full fare less than 6 hours before pickup. These charges are taken from the card used to secure your booking.

2. Full Refunds

You will receive a full refund, with no administration fee, if:

your driver or transport provider does not arrive and we cannot arrange an alternative vehicle;
we cancel your booking for any reason, including suspected fraud or an unauthorised booking;
you are charged twice for the same booking.

If you paid for a child seat that could not be supplied, the charge for that seat will be refunded.

3. Missed or Changed Flights

3.1 Tell us straight away. If you miss your flight, or your flight is changed or cancelled, please call us immediately on 01483 331 240.

3.2 Rebooking. Where possible, we will move your pickup to your new flight. This depends on availability, and the fare may change if the new time or date costs more.

3.3 Cancelling instead. If you would rather cancel, the refunds in section 1 apply, based on how much notice you give us before the original pickup time. If you do not contact us, the booking will be treated as a no-show (see section 4).

4. When We Cannot Give a Refund

No refund will be given if:

you cancel less than 6 hours before pickup;
you do not meet the driver and have not contacted us (a no-show), as set out in our Terms and Conditions;
the journey cannot go ahead because you gave us the wrong date, time, address or flight number, or other incorrect information;
you leave the pickup point without telling us.

If you do not show up for a cash booking, the full fare will be charged to the card used to secure it.

5. How Refunds Are Paid

5.1 Payment method. Refunds are paid to the card or payment method you used to book.

5.2 Timing. We process refunds within 12 hours of agreeing them. Your bank or card provider may then take a further 5 to 10 working days to show the money in your account.

5.3 International bank transfers. If a refund cannot be paid to your original payment method and has to be sent to a bank account outside the UK, any charges made by the banks for the transfer will be deducted from the refund. We will tell you the amount before sending it.

6. Questions About a Refund

If you have a question about a refund, or think a refund is due, please contact us with your booking reference:

Phone (24 hours): 01483 331 240 (from abroad: +44 (0)1483 331 240)
Email: info@surreyairportpickups.co.uk

Last updated: 28 October 2026