Refund and cancellation policy
Clear cancellation, amendment and refund terms for every booking.
How this policy applies
This policy applies to all bookings made with InterCoach Travels Company. It should be read together with our terms and conditions. Where a written quote or booking confirmation sets out different terms, the terms in that confirmation apply.
Cancelling by the customer
Please tell us in writing as soon as you know you need to cancel. Refunds are calculated from the date we receive your written cancellation to the scheduled pick-up time:
- More than 14 days before pick-up: full refund, less any non-refundable deposit shown on your booking confirmation.
- 7 to 14 days before pick-up: 50% of the hire charge is refunded.
- Less than 7 days before pick-up: no refund is due, although we will try to re-hire the vehicle where possible.
Changing a booking
You may change your dates, vehicle or journey details, subject to availability and any price difference. Changes requested more than 14 days before pick-up are free of charge. Later changes may incur an administration fee and any difference in hire price.
Cancellation by us
If we cancel a booking because the vehicle is unavailable or for any reason within our control, we will offer a full refund or an alternative vehicle of equal or higher specification at no extra cost.
Early termination and no-shows
If you end a hire early, or do not arrive for a booking without notifying us, the hire charge is not refundable for the unused period.
Delays and incidents outside our control
Where a journey is affected by circumstances outside our control, such as severe weather, road closures or industrial action, we will work with you to rearrange the journey where possible. Refunds in these cases are considered on a case-by-case basis.
Faulty or unsafe vehicles
If a vehicle develops a fault during your hire, tell our team immediately. Where the fault is confirmed, we will repair it or provide a replacement vehicle as quickly as we reasonably can. If we cannot do so, we will refund the affected part of the hire charge.
How refunds are paid
Refunds are paid to the original payment method wherever possible, normally within 14 days of the refund being approved. Bank processing times may vary.
Your statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other law that cannot be excluded by contract.
Contact
To cancel, amend or ask about a refund, email info@intercoachcompany.co.uk or call [Your phone number].