Legal

Cancellation, Refund and Liability Policy

In force for bookings accepted from 21 September 2026

1 Our role and your booking

1.1 Golden Transfers is a trading name of Golden Transfers Ltd, company number 17351254. Registered office: 1 Castle Court, Castle Street, Fareham, United Kingdom, PO16 9QD. Contact: 0330 520 2560 or [email protected].

1.2 We arrange bookings and collect payments as disclosed agent for the Transport Provider identified for your journey. The provider may be an independent licensed driver or taxi business entitled to supply the journey, or a licensed operator; it is not automatically the individual driving. We remain responsible for our own services and all duties imposed on us by law.

1.3 The customer is the person or business identified as contracting for the booking. An authorised booker may act for that customer. A passenger, booker and paying business may be different people. Merely making the booking does not make a staff member personally liable for a business debt.

1.4 A quotation, automated acknowledgement or card authorisation alone does not confirm a journey. The transport contract forms when the identified provider’s acceptance is communicated to you or your authorised booker, including by Golden acting with authority. We communicate the price, material conditions and provider identity before you become bound. No transport cancellation charge applies before that contract forms.

1.5 The booking confirmation records the journey, pickup time, fare, included services and agreed variations. Driver and vehicle information follows before collection as required. A material change to price, service or contracting provider requires the agreement legally necessary for that change. Driver replacement or lawful operator subcontracting does not itself remove existing responsibilities.

2 Customer cancellation charges

2.1 Cancel by replying to your confirmation, emailing [email protected], calling 0330 520 2560, or using a cancellation facility we provide. Identify the booking clearly. Notice takes effect when it reaches an advertised channel; our later acknowledgement does not move you into a higher band. For an imminent pickup, call as well where possible. You do not need to obtain the driver’s consent.

2.2 For an accepted booking, the following standard schedule applies unless different lawful terms were expressly agreed before acceptance. All charges are subject to clauses 2.4 and 2.5.

2.3 The agreed journey fare is the accepted price of the cancelled leg, including bundled services and fixed unavoidable charges already included, but excluding optional tips and variable extras. The charge is deducted from money paid, or invoiced where properly payable; it is not added on top of the same retained fare. Dispatch alone does not change the band. Outbound and return legs are assessed separately and cancellation of one does not automatically cancel the other.

2.4 The schedule addresses the financial effect of releasing reserved transport capacity. We take reasonable steps to reduce losses and reduce or waive a charge where applying it would be disproportionate or unlawful. We consider avoided costs, relevant replacement work and the booking’s circumstances. Replacement work offsets the loss to the extent it actually replaces lost earnings; it does not automatically eliminate every remaining cost. We do not recover the same loss twice. Required reductions are applied without requiring negotiation.

2.5 For a journey that does not start, the applicable amount is the maximum combined charge for cancellation, attendance, waiting, parking, tolls and associated operational costs. We add no separate refund-processing fee, except that where a booking paid in advance is cancelled with more than 24 hours' notice and you ask for your money back, 2% of the amount refunded is retained as a refund administration charge. Instead of a refund you may choose a voucher, at no charge. The voucher is for the full fare and is valid for 12 months from the date it is issued. It can be used on one booking or spread across several, and any unused balance stays on the voucher until it expires. It cannot be exchanged for cash, and it cannot be transferred or used by anyone else unless we agree. It can only be used for Golden Transfers bookings. Bookings paid in cash or on account are never charged, because no refund is processed. With less than 24 hours' notice, administration costs are already included in the cancellation charge, so nothing further is deducted. The refund administration charge applies only to cancellations you make, and never where we or the provider cancel or cannot supply the journey, where the service was not provided as agreed, where an amount was charged in error, or where a refund is owed as a matter of law. Cancellation and no-show charges are not both applied. Separate physical damage actually caused is assessed on a lawful, evidenced basis.

2.6 Address and port notice is measured against the last agreed pickup time, in local time at collection. Airport timing follows clause 4.3. Once travel begins, the fare for transport supplied remains payable; any amount for the uncompleted part requires a separate lawful basis and no double recovery.

3 Changes to your booking

3.1 A same-day time change requested before the driver is on the way has no amendment fee, subject to availability and express confirmation. For the same route, vehicle and requirements, the fare remains unchanged. If the change cannot be accepted, the original booking remains unless you cancel. A request alone is not an agreed amendment.

3.2 After dispatch, a change may involve reasonable additional cost. We explain the revised arrangement and obtain agreement before applying it. A change of date ordinarily means cancellation under section 2 and a new request, except for the flight arrangements below. We explain the charge before processing the change. An accepted amendment does not silently revive an earlier cancellation deadline.

3.3 Changed destinations, stops, vehicle requirements or passenger numbers may require a new quote. Our correction of our own mistake is not a chargeable customer amendment. A new fare product or non-refundable option applies only if expressly offered and accepted; this policy does not create one automatically.

4 Airport delays and missed collections

4.1 Give us the flight number, airport, terminal and local arrival date. We monitor the booked flight. Early or delayed arrival at the booked airport adjusts collection without an amendment fee or increased fare. There is no passenger waiting charge while the flight remains airborne. Let us know promptly of changes or tracking errors.

4.2 If the airline reschedules or cancels and supplies a replacement flight, send us its notification. We move the same route and vehicle booking without an amendment fee, including across dates, subject to availability. If we cannot provide the revised collection, section 7 applies. Diversion with onward travel to the original airport requires an agreed revised arrival time. Pickup at a different airport requires a new quote. If you abandon travel, section 2 applies with its adjustments and exception review.

4.3 Before landing, the airport cancellation reference is the latest notified estimated landing time; after landing, it is actual touchdown. For agreed onward transport after diversion, use the agreed arrival time. Where original and adjusted times give different bands solely because the flight changed, use the lower cancellation percentage. A change of flight time is not itself a cancellation or no-show.

4.4 Under Golden’s existing service terms, airport meet and greet, 60 minutes of waiting and one hour of parking are included. Address and port pickups include 15 minutes. The allowance starts no earlier than the later of the applicable arrival or pickup time and the driver being ready at the correct point with reasonable arrival notification. Additional waiting is £8 per started 15 minutes and includes additional airport parking. Existing approval requirements for extras continue; for an unsuccessful journey, clause 2.5 prevents stacking these costs.

5 No shows and exceptional circumstances

5.1 A no-show requires evidence that the driver attended the agreed point at the correct time, was ready and able to provide the agreed service, observed the included waiting period, followed assistance instructions and made reasonable efforts to locate and contact the passenger. Ordinarily at least two contact attempts are made, with an arrival or final departure message where possible. An unanswered phone or expiry of a timer alone is insufficient.

5.2 We allow reasonable additional time where required for disability assistance, safeguarding or agreed arrangements. Where further waiting is practical, we discuss its cost with the passenger or booker. We stop accumulating charges once collection is abandoned. Safety-driven early departure alone does not justify a no-show charge.

5.3 A verified no-show ordinarily attracts 100% of the agreed journey fare, subject to clauses 2.4 and 2.5. No charge applies where our or the provider’s failure caused collection to fail, including attending the wrong place, material lateness or supplying an unsuitable vehicle despite accurate information. If the passenger travels, the normal fare and properly incurred waiting apply instead.

5.4 We consider serious illness, bereavement, emergencies and relevant disability circumstances fairly. Any information requested will be proportionate; do not send unnecessary medical details. Discretionary goodwill is distinguished from reductions or assistance required by law. A decision on one booking does not remove anyone’s legal rights on another.

6 Payments credits and refunds

6.1 Payment to Golden as authorised collection agent discharges the corresponding liability to the provider. Payment method and timing do not themselves change the transport principal. We identify the fare, lawful deductions and refund or invoice credit. Saved-card details do not authorise arbitrary charges.

6.2 A card authorisation is a temporary hold, not a completed payment. We release unused holds promptly. Any captured money owed back is refunded without undue delay and no later than 14 calendar days after cancellation or notice that the service will not be supplied, or sooner where law requires. Bank posting times may be additional. We return undisputed sums while reviewing disputed items and do not delay a refund owed pending payment from a provider.

6.3 Refunds normally use the original payment method. An approved credit account receives an appropriate correction or credit note, with any repayment due returned. A voucher is optional where a money refund is owed. Before agreement, we state its value, expiry and use restrictions. No payment-processing deduction applies to a refund arising from failure to supply the service.

7 Service failure and disruption

7.1 If we or the provider cannot supply the agreed journey, we notify you promptly and seek a suitable alternative. You need not accept a materially different pickup time, accessibility arrangement, capacity, price or journey. If no acceptable alternative is agreed, we refund the unprovided service without a customer-cancellation charge. Any price reduction for partial performance is assessed fairly. Receiving a refund does not require waiver of another remedy.

7.2 For serious disruption outside reasonable control, we notify you, take reasonable steps to limit the effect and explain realistic alternatives. Ordinary traffic, inadequate planning, preventable maintenance failures or a provider shortage are not automatically events beyond reasonable control. Disruption does not permit us to retain payment for transport we do not supply without a lawful basis.

7.3 We do not promise an exact arrival time unless expressly agreed. We must still exercise reasonable care and skill, honour agreed service commitments and consider foreseeable travel conditions. If delay threatens a connection, contact us promptly so we can assess an alternative or other reasonable steps. We will communicate known material delays; a tracking display is not a substitute for that duty.

8 Responsibility and liability

8.1 Golden remains responsible for its own booking, communication and payment services. The provider is responsible for supplying the journey, subject to the contractual and statutory responsibilities applying to each party. You may raise a claim with Golden without first pursuing the driver. Agency wording, subcontracting and payment arrangements do not exclude any applicable liability under section 56 of the Local Government (Miscellaneous Provisions) Act 1976.

8.2 Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, mandatory consumer remedies, statutory operator duties, disability rights or other liability that cannot lawfully be excluded or limited. Booking records and our decisions are evidence, not conclusive determinations of liability.

8.3 For consumer bookings, we are responsible for loss caused by our breach or negligence where that loss is foreseeable under applicable law. We do not impose a blanket fare-only cap or exclude all missed-flight, hotel or onward-travel costs. Such claims are assessed on breach, causation, foreseeability and reasonable loss reduction. You cannot recover the same loss twice. Reasonable evidence may be requested, but unnecessary or onerous claim conditions will not be imposed.

8.4 Loss wholly unrelated to our or the provider’s breach is not automatically payable merely because a booking exists. Each party should take reasonable steps to avoid increasing a recoverable loss. This does not require a passenger to accept an unsafe alternative or incur unreasonable expense.

9 Journey timing and connections

9.1 Tell us your flight, train, cruise or event details and required arrival time when booking. For a journey with a time-critical arrival or onward connection, you must select a pickup time allowing the realistic estimated journey time plus at least 60 minutes of additional contingency for traffic and other delays. This buffer is additional to the journey time and any time needed at the destination for check-in, security, boarding, embarkation or access. Use the carrier’s recommended arrival time, not merely its final check-in or boarding deadline.

9.1a For journeys using the M25, allow more than the 60-minute minimum. Allow additional time for peak-hour travel, roadworks, adverse weather, major events and other known disruption. We assess and advise the additional allowance for the route, date and departure time; there is no single peak-hour allowance suitable for every journey. Traffic conditions and journey times can vary considerably. The minimum buffer is a planning requirement, not a guarantee that every delay will be absorbed.

9.1b We agree a reasonable collection plan using the information supplied and reasonably foreseeable conditions, and record the journey estimate, contingency, required arrival time and any specific advice. If your proposed pickup time is insufficient, we explain this and seek an earlier time; we may decline a booking we cannot reasonably fulfil. Any later agreed change should preserve the necessary allowance.

9.1c If you provide an incorrect deadline or choose a later pickup despite clear timing advice, we consider its actual contribution to any missed connection or loss. This does not automatically remove a refund or compensation right. We and the provider remain responsible for reasonable care and skill, agreed commitments and any failure attributable to us under applicable law. The buffer does not authorise a late pickup. Travel insurance is your choice and does not replace our responsibilities.

Business bookings and claims

9.2 Business customers and tour operators must identify their contracting legal entity, authorised bookers, payment responsibility and whether they book in their own name or as agent for someone else. Credit facilities, net rates and resale rights require separate agreement. The intermediary should provide relevant passenger information and these conditions to those it represents. A booker is not automatically liable for every passenger’s conduct.

9.3 A separately negotiated business agreement may contain specific service levels, commercially reasonable liability limits and exclusions for defined business losses. They apply only where expressly agreed and lawful, with non-excludable liabilities preserved. This policy itself creates no general monetary liability cap or blanket business-loss exclusion. Corporate payment does not automatically remove an individual’s mandatory rights.

9.4 Combining a transfer with accommodation, excursions or other travel services may require additional terms and legal duties. Nothing here excludes any responsibility that package-travel law actually imposes. A third party’s promise of guaranteed connections or enhanced refunds does not bind Golden unless authorised or otherwise binding by law.

9.5 Raise a query using the contact details in section 1, with the booking reference and relevant facts. We acknowledge within three working days and aim for a reasoned response within ten working days, explaining any delay. Management review is available. These service targets are not claim deadlines and do not restrict legal limitation periods, payment disputes, court remedies or regulatory complaints. No retrospective fee is imposed for making a complaint.

9.6 Our response identifies the conditions accepted, relevant times and records, charge calculation, adjustments and outcome. We correct errors and return sums owed. A refund or goodwill offer is not a full-and-final settlement unless separately, clearly and lawfully agreed. Claim information is handled under the privacy notice with access limited to those who need it.

9.7 These terms apply only when supplied and incorporated into the booking. Material variations require clear agreement and cannot remove mandatory rights. If a provision is unenforceable, the rest continues where legally possible; this does not rewrite an unfair term into a harsher replacement. English and Welsh law applies, preserving applicable mandatory consumer protections and court rights.