Cancellation & Refund Policy

Last updated: 30 June 2026  |  Effective date: 30 June 2026

Cancellation Summary

1. Introduction

Every confirmed DNR Transfer booking may involve vehicle allocation, driver scheduling and advance operational commitments. Cancellations, booking errors and passenger no-shows can therefore result in financial losses.

This policy explains the conditions for cancellation, applicable charges and refund eligibility.

It forms part of DNR Transfer’s Terms & Conditions and applies to bookings made through our website, telephone, email, WhatsApp or authorised booking platforms, unless separate conditions have been expressly agreed.

All charges and deductions remain subject to applicable UK consumer protection law.

2. Standard Booking Cancellations

2.1. At least 24 hours before collection: Standard one-way transfers qualify for free cancellation and a full fare refund. Special bookings with separately disclosed, agreed cancellation terms are excluded from this standard arrangement.

2.2. Within 24 hours of collection: Late cancellations may incur higher charges reflecting DNR Transfer’s reasonable losses, including committed driver costs, vehicle allocation, administration and booking opportunities that cannot reasonably be recovered. These losses may represent a substantial proportion of the booking value.

2.3. After driver dispatch: Where a vehicle has already been dispatched, cancellation charges may include reasonable driver time, mileage, committed vehicle costs and unavoidable expenses. If recoverable losses equal the full fare, no refund may be payable.

2.4. DNR Transfer will take reasonable steps to minimise its losses.

2.5. Cancellations should be made in writing by email to info@dnrtransfer.com, or by telephone or WhatsApp on +44 3337 330666, quoting your booking reference.

3. Deposits and Advance Payments

3.1. Certain bookings require a deposit or full advance payment to secure the reservation.

3.2. Deposits may cover reservation administration, vehicle allocation and operational commitments.

3.3. Following Customer cancellation, DNR Transfer may retain an appropriate amount representing reasonable losses arising directly from the cancellation.

3.4. Deposits will not automatically be forfeited in every circumstance.

3.5. Any deposit amount exceeding legally recoverable cancellation losses will be refunded.

3.6. Deposits are credited towards the booking price unless expressly agreed otherwise before payment.

4. Group Bookings, Dedicated Vehicles and International Tours

4.1. Larger vehicles (such as MPVs and minibuses), group transport, international transfers, sightseeing tours and multi-day bookings may require substantial advance commitments.

4.2. These bookings may have separate cancellation schedules clearly disclosed and accepted before confirmation.

4.3. Reasonable cancellation losses may include non-recoverable accommodation and travel reservations; vehicle and driver allocation costs; ferry, tunnel or crossing charges; third-party cancellation fees; reasonable administration expenses; and unavoidable loss of profit directly caused by cancellation.

4.4. Charges will account for saved expenditure, supplier refunds and opportunities to reallocate vehicles or drivers.

4.5. Postponements or substantial itinerary changes may constitute cancellation of the original booking where this was clearly disclosed in advance and the change causes recoverable losses.

5. Airport Waiting and Passenger No-Shows

5.1. Airport arrivals include 60 minutes of complimentary waiting from actual flight landing; cruise-port arrivals include 60 minutes from the agreed collection time, unless otherwise confirmed in writing.

5.2. Additional waiting will be charged at the rate disclosed in the booking confirmation or otherwise agreed.

5.3. Where passengers fail to attend the meeting point within 90 minutes of actual landing, and reasonable contact attempts have been made, the booking may be classified as a no-show.

5.4. No-show charges may amount to 100% of the fare where justified by reasonable losses.

5.5. Customers who leave the pick-up point or independently arrange alternative transport without notifying DNR Transfer may remain liable for applicable charges, and no refund may be due. This does not affect Customer remedies where DNR Transfer has failed to provide the agreed service.

6. Flight Delays and Cancellations

6.1. DNR Transfer makes reasonable efforts to monitor flights when accurate flight details are provided.

6.2. Customers must promptly report flight cancellations, missed connections, changed flight numbers and significantly revised arrival times.

6.3. Flight cancellation does not automatically cancel the ground transport reservation.

6.4. Where DNR Transfer remains ready and able to provide the service, applicable cancellation charges may still apply.

6.5. Continued vehicle availability during substantial delays depends on operational commitments and driver-hours regulations.

6.6. Revised collections may be offered where reasonably possible, with applicable additional charges communicated and agreed where required.

7. Incorrect Booking Information

7.1. Customers must verify travel dates, collection times, addresses, airport terminals, passenger numbers and luggage requirements.

7.2. Errors supplied by the Customer, such as booking the wrong date, time or pick-up point, that prevent or disrupt the service may result in reasonable additional charges and may limit any refund.

7.3. Replacement journeys may require a new booking and quotation.

7.4. Customers will not be charged for errors attributable to DNR Transfer.

8. Booking Amendments and Rescheduling

8.1. Material booking changes must be requested through authorised DNR Transfer channels.

8.2. Amendments become effective only when confirmed by the Company in writing.

8.3. Changes may incur reasonable charges for additional mileage, waiting, vehicle requirements or committed costs.

8.4. If an amendment cannot be accommodated, the original booking remains effective unless cancelled under this policy.

8.5. Free rescheduling is not guaranteed where it would result in additional operational losses.

9. Driver Dispatch and Vehicle Commitment

9.1. Vehicles and drivers may be allocated before collection time.

9.2. Cancellation after resources have been committed may result in charges for reasonable and unavoidable losses.

9.3. These may include driver time, dispatch mileage and committed partner-operator costs.

9.4. No loss will be recovered twice.

9.5. Charges remain limited to amounts lawfully recoverable.

10. Cancellation by DNR Transfer

10.1. DNR Transfer may cancel bookings where unavoidable circumstances make performance impossible, or where serious safety concerns or a material Customer breach justify termination.

10.2. Suitable replacement transport will be sought where reasonably possible.

10.3. Where DNR Transfer cannot provide the contracted service, Customers will receive any refund or remedy required by law.

10.4. Customers will not incur cancellation charges merely because DNR Transfer cannot fulfil their booking.

10.5. Serious Customer misconduct or contractual breaches may result in reasonable charges reflecting losses incurred.

11. Circumstances Beyond Our Control

11.1. Major road closures, extreme weather, national emergencies, border restrictions, strikes and other unavoidable disruptions may prevent or delay services.

11.2. DNR Transfer will make reasonable efforts to inform Customers and consider alternatives.

11.3. Refund rights will depend on the services provided, contractual arrangements and applicable law.

11.4. DNR Transfer will not automatically retain full payment for a service it cannot provide.

12. Refund Processing

12.1. Refund requests should be sent to info@dnrtransfer.com or made by telephone or WhatsApp on +44 3337 330666.

12.2. Customers should provide their booking reference, name, travel date and cancellation reason.

12.3. Requests will be assessed against the booking terms, payment history and reasonable costs incurred.

12.4. Where deductions apply, DNR Transfer may provide an explanation of the amount retained.

12.5. Approved refunds will normally be processed within 14 calendar days after confirmation of the refundable amount.

12.6. Refunds will ordinarily be returned through the original payment method unless otherwise agreed.

12.7. Arbitrary administrative or processing deductions will not be applied. Any permitted charges must be lawful, reasonable and consistent with the disclosed booking terms.

13. Payment Disputes and Chargebacks

13.1. Customers are encouraged to contact DNR Transfer before raising a payment dispute.

13.2. Disputes may be investigated using booking confirmations, communications, dispatch records and journey information.

13.3. DNR Transfer reserves the right to challenge incorrect or unsupported chargeback requests.

13.4. Outstanding contractual debts may be pursued through lawful recovery procedures.

13.5. Nothing in this policy restricts statutory rights through banks, card issuers, payment providers or the courts.

14. Third-Party Platform Bookings

14.1. Bookings through third-party platforms or agents may have additional conditions disclosed by those providers.

14.2. Refunds may need to be processed through the platform where it manages payment or acts as the contracting intermediary.

14.3. DNR Transfer will comply with applicable contracts and mandatory consumer rights.

14.4. Third-party cancellation conditions must have been properly communicated and incorporated into the booking agreement.

15. Cruise-Port Arrival and Waiting Policy

15.1. Cruise-port collections include 60 minutes of complimentary waiting from the confirmed collection time unless otherwise agreed in writing.

15.2. Customers must provide ship and terminal details, keep their phone available and advise the Company promptly about disembarkation delays.

15.3. Beyond the complimentary allowance, additional waiting or revised collection arrangements are subject to availability and the rates disclosed and agreed at booking.

15.4. Passenger no-shows may attract reasonable cancellation losses, potentially up to the full fare where justified and lawful.

16. Customer Acceptance

16.1. By confirming a reservation, the Customer accepts the cancellation conditions properly disclosed before booking.

16.2. Customers acknowledge that cancellation may lead to reasonable charges where drivers, vehicles or other resources have been committed.

16.3. This policy must be read alongside DNR Transfer’s full Terms & Conditions.

16.4. Nothing in this policy excludes or restricts statutory consumer rights.

17. Contact Us

• Phone / WhatsApp: +44 3337 330666
• Email: info@dnrtransfer.com
• Address: DNR Enterprise Ltd, 171A Carr Road, Northolt, UB5 4RJ, United Kingdom