1. Scope
This policy applies to One Way, Round Trip and Hourly reservations alike: the same cancellation schedule applies to each. Multi-vehicle, multi-day or event reservations may have different terms shown before payment; when they do, those terms are recorded with the reservation and control.
2. How to cancel
Cancel in your account, by e-mail to info@westminsterchariots.com or by calling (571) 426-6338. Your cancellation takes effect when you submit it online, or when we receive your phone or e-mail request. That time is used to calculate any charge, and your cancellation confirmation shows it.
3. Cancellation charges
| Time before scheduled pickup | Charge | Refund |
|---|---|---|
| More than 24 hours | None | 100% |
| 24 hours or less, but at least 12 hours | 50% | 50% |
| Less than 12 hours | 100% | None |
Exactly 24 hours before pickup falls in the 50% band; exactly 12 hours before pickup also falls in the 50% band; anything under 12 hours is charged in full. Where 50% would split a cent, the extra cent is refunded to you.
Round Trip and other reservations with more than one journey: before any journey has started, the reservation is cancelled as a whole, the time is measured from the scheduled pickup of the first journey, and the charge applies to the whole reservation amount. After a journey has been completed (for example, the outbound ride of a Round Trip), you may cancel the journeys that have not started. The fare of each completed journey is retained and is not refunded. The charge applies only to the recorded price of the journeys being cancelled, measured from the earliest scheduled pickup among them; for a Round Trip, that is the return ride's own price, measured from the return ride's own scheduled pickup. Example: outbound ride $100 (completed) and return ride $100, cancelled 18 hours before the return pickup: the $100 outbound fare is retained, the cancellation charge is $50 (50% of the return) and $50 is refunded. Any gratuity included in the price of a cancelled journey is refunded in full. While a journey is in progress, the reservation cannot be cancelled online; please contact us.
4. Waiting and passenger unavailable
Complimentary waiting: 15 minutes after the scheduled pickup time for standard pickups; 60 minutes after the tracked actual landing time for airport arrivals with a valid arrival flight number.
If you are delayed, contact us. We are generally glad to keep waiting when the schedule, airport and curb rules, safety and the law allow; waiting beyond the complimentary time is charged at $0.52 per minute, for each completed minute.
If the grace period ends and we cannot reach the passenger after at least 2 documented contact attempts, we may close the trip as "Incomplete — Passenger Unavailable". The prepaid fare is retained, subject to applicable law, and you are not charged again.
5. If we cancel or cannot perform
If we cancel, or cannot perform your paid trip and you do not accept a substitute vehicle or new time, we refund what you paid for the transportation not provided, as described in section 6.
6. How refunds are paid
Our owner or an authorized administrator processes your refund within 3 business days after your cancellation is confirmed, to the original payment method. Card issuers and banks set their own posting times and may take additional days. Your records show the original payment and the refund separately; a refund never erases the payment.
Questions about a refund: accounting@westminsterchariots.com.