Refund Policy

This policy explains when you can cancel a BTSCARS booking, how stage-based cancellation fees work, when online payments are refunded, and how payment disputes are handled. It forms part of our Terms of Use. Nothing in this policy affects your statutory rights as a consumer under UK law.

Operator: Bright Travel Solutions Ltd (Company No. 16414467), trading as BTSCARS. Contact: booking@btscars.com.

1. How to cancel

Sign in and open My trips. Choose Cancel trip on an eligible booking. Before anything is cancelled we show:

• The cancellation fee for your trip at that moment
• The refund (if any) to your original payment method
• A short explanation of the policy stage that applies

You can review the amounts, optionally add a reason, and confirm. After you confirm, you have a few seconds to undo before the cancellation is submitted. Fees can change if your trip stage or the clock crosses a policy band between preview and submit — we refresh the figures before committing, and the fee and refund shown at the moment of submit are binding for that cancellation. Completed trips cannot be cancelled online — contact us if you need help.

2. Fees by trip stage

Cancellation fees depend on how far the booking has progressed (and, for some stages, how many hours remain until pickup). Our operations team can update the exact percentages, fixed amounts, grace windows, and whether customer cancel is allowed — the My trips cancel screen always shows the live amounts for your booking before you confirm.

In outline, stages work as follows:

• Pending — booking not yet fully confirmed for dispatch. Typically a full refund of any online payment already taken.
• Confirmed — accepted for the job. Fees may depend on hours before pickup (for example free cancel when pickup is still far away; a fixed or percentage fee closer to pickup). A short grace period after confirmation may apply before a fee starts.
• On route — the driver is travelling to you. A higher retention (fee) typically applies than at confirmed.
• Arrived — the driver is at the pickup point. Fees are usually higher again; a short free-wait window after arrival may apply before the fee.
• Picked up — the trip has started. Where online cancel is still allowed, the fee may reflect fare used so far and/or a vehicle minimum, with any remainder refunded for online payments. If cancel is not allowed at this stage, the screen will say so.
• Completed — online cancel is not available.

Illustrative defaults (subject to change in admin): pending and early confirmed often refund in full; closer to pickup or once the driver is en route / waiting, a fee may be retained; after pickup, charges may follow fare-so-far rules where enabled.

3. Card, PayPal, and cash

Card (Stripe) or PayPal — if you paid online, we refund the amount shown on the cancel screen to the original payment method. That may be a partial refund when a cancellation fee is retained. Refunds are usually started straight away and typically appear on your statement within about 5–7 business days (your bank or card issuer may take longer).

Cash — nothing is charged online, so there is no online refund. The cancel screen may still show a policy fee. We do not take cash cancellation fees automatically through the website; our team may collect or waive that fee offline and record the outcome on the booking.

If an online refund does not complete when the booking is cancelled, open Cancel trip again from My trips or email us with your booking reference so we can finish the refund.

4. Amendments vs cancellation

Changing a trip (amend) is not the same as cancelling. Fare increases after an amend may require an online top-up or ops approval for unpaid/cash bookings. Fare decreases may produce a refund according to amend rules. If you no longer need the journey, use Cancel trip (or ask us to cancel) under this policy.

5. Cancellation by us

If BTSCARS / Bright Travel Solutions Ltd cancels your booking for a reason within our control (for example we cannot provide the vehicle), you receive a full refund of any online payment already taken. We notify you by email or SMS/WhatsApp where possible.

If you ask us to cancel on your behalf (for example you cannot use My trips), we apply the same stage-based fees as an online customer cancel, and show the fee and refund to our team before they confirm.

6. No-shows and incorrect details

If the driver attends the confirmed pickup and you are not present or reachable via the contact details on the booking, we may close the trip and apply our cancellation rules for the stage reached (for example arrived / waiting).

If incorrect or incomplete details you provided prevent service delivery (for example wrong address or unreachable phone), we may treat the booking under no-show / late-stage cancel rules. Keep your phone reachable around pickup time.

7. Other non-refundable cases

• Amounts retained as a cancellation fee when you cancel under this policy (as shown at submit), except where law requires otherwise.
• Delays caused by traffic, weather, major events, or other factors outside our reasonable control (we will still try to minimise impact) — these alone do not create an automatic refund.
• Completed trips (online cancel is not available), except where we agree otherwise or law requires.
• Services already used or partially used after departure, except where the cancel screen or law provides otherwise.

8. Billing errors

If you believe you were charged incorrectly, contact us as soon as possible with your booking reference (ideally within 14 days). Verified overcharges are refunded for the difference. This does not limit any rights you have under UK consumer law.

9. Chargebacks and payment disputes

Please contact us before raising a card chargeback or PayPal dispute so we can resolve genuine issues quickly (refund, amendment, or explanation). If a dispute is raised, we may share booking and payment evidence with the payment provider. Unfounded chargebacks may lead to account restrictions where lawful and proportionate.

10. Contact

Questions about a refund or cancellation: booking@btscars.com. See also our FAQ and Terms of Use.