At Blackstone Executive Transfers, we understand that travel plans can change. Our Cancellation & Refund Policy is intended to provide clear information about cancellations, amendments, refunds and the arrangements that will apply to future confirmed journeys.
Blackstone Executive Transfers is currently preparing its private hire operator service.
We are not currently taking or confirming private hire journey bookings.
This policy sets out our intended cancellation and refund arrangements. It will apply to private hire services once our operator service is licensed and active, subject to the final terms provided to customers before booking.
PRIVATE HIRE – PRE-BOOKED JOURNEYS ONLY
All private hire journeys must be pre-booked through Blackstone Executive Transfers once our operator service is licensed and active. Drivers cannot accept street hails.
Once the operator service is licensed and active, this policy is intended to apply to confirmed bookings for the following services:
Airport Transfers
Corporate Travel
Wedding and Special Occasion Travel
Event Travel
City and Executive Travel
Corporate Account Bookings
Private Client Bookings
Applicable cancellation and payment terms will be made available before a booking is confirmed.
Any separately agreed terms for corporate accounts, weddings or special events will be communicated in writing.
Once the operator service is active, customers will be able to request cancellation of a confirmed booking by contacting Blackstone Executive Transfers.
Cancellation requests should be submitted as early as reasonably possible.
The following cancellation periods form our proposed standard policy.
Where a customer cancels more than 48 hours before the scheduled collection time, any amount paid will normally be refunded in full.
Any deduction for payment processing or other costs will be made only where it has been clearly disclosed, is lawful and is reasonably justified.
Where a booking is cancelled between 24 and 48 hours before the scheduled collection time, a cancellation charge of up to 50% of the booking value may apply.
Any amount retained will be limited to a reasonable assessment of losses directly resulting from the cancellation, taking account of costs avoided and any reasonable opportunity to reallocate the booking.
Any remaining prepaid balance will be refunded.
Where a booking is cancelled less than 24 hours before the scheduled collection time, a cancellation charge of up to 100% of the booking value may apply where justified.
The charge will reflect the losses reasonably incurred or anticipated as a direct result of the cancellation, including any unavoidable driver or vehicle commitments.
Charges will not automatically equal the full booking value where Blackstone has avoided costs or reduced its losses.
A no-show may occur when a passenger fails to attend the agreed collection point within the confirmed waiting period and does not make suitable arrangements with Blackstone Executive Transfers.
Once the operator service is active, our no-show procedure will take account of:
The agreed collection time and location.
Any included waiting period.
Reasonable attempts to contact the passenger.
Flight delays or other relevant circumstances.
Any additional arrangements agreed before the journey.
Where a passenger fails to attend without cancelling or providing reasonable notice, a charge may apply under the agreed booking terms.
Any charge will be fair and proportionate to the losses resulting from the no-show.
Once our operator service is licensed and active, airport journeys will be arranged in advance, subject to availability.
Where flight monitoring is offered and a valid flight number has been supplied, flight information may be used to help coordinate collection arrangements.
Where a flight is delayed, reasonable efforts will be made to accommodate changes to the agreed collection time.
Any included waiting period, airport parking charges, meet and greet arrangements or additional waiting charges will be explained before the booking is confirmed.
Where a passenger fails to attend the agreed collection point or leaves the airport without informing Blackstone Executive Transfers, the circumstances may be assessed under our no-show procedure.
Any resulting charges will be subject to the agreed terms and applicable consumer rights.
Wedding transport may involve additional planning, agreed collection times, multiple locations and special arrangements.
Once the operator service is licensed and active, the following proposed cancellation periods may apply to confirmed wedding bookings.
Where a wedding booking is cancelled more than 30 days before the scheduled journey, prepaid amounts will normally be refunded.
Reasonable, non-recoverable costs already incurred specifically for the booking may be deducted where properly disclosed and permitted by law.
Where a wedding booking is cancelled between 15 and 30 days before the scheduled journey, a cancellation charge of up to 50% of the booking value may apply.
Any amount retained will reflect the reasonable losses resulting from the cancellation.
Where a wedding booking is cancelled less than 15 days before the scheduled journey, a cancellation charge of up to 100% may apply where reasonably justified.
Any amount retained will take account of unavoidable commitments, costs saved and reasonable steps taken to reduce losses.
Additional decorations, special requests and third-party arrangements may involve separate costs.
Where applicable, these costs and their cancellation conditions will be explained and agreed in writing before the booking is confirmed.
Any deductions will be subject to applicable consumer protection law.
Once Blackstone Executive Transfers is licensed and active, approved businesses may enquire about corporate account arrangements.
Corporate account bookings will be subject to the applicable cancellation terms agreed with the account holder.
Individual journeys will require their own request, availability check, quote and written confirmation.
Repeated late cancellations or no-shows may result in an account review, subject to the agreed account terms.
Any additional charges or account restrictions will be communicated clearly and applied in accordance with the applicable agreement and law.
Special event journeys may require advance planning or additional arrangements.
These may include concerts, sporting events, private functions, celebrations and other occasions.
Where an advance deposit or special cancellation condition applies, this will be disclosed before a booking is confirmed.
Any amount retained following cancellation will be limited to a fair and reasonable amount, taking account of losses directly resulting from the cancellation.
Once the operator service is licensed and active, customers may request amendments to confirmed journeys.
Amendments may include changes to collection times, pickup locations, destinations, passenger numbers, flight details or additional stops.
All changes will remain subject to driver and vehicle availability, journey requirements and the relevant licensing arrangements.
Where an amendment results in an additional charge, the revised amount will be explained before the change is confirmed.
Blackstone Executive Transfers cannot guarantee that every requested amendment will be possible.
If Blackstone Executive Transfers is unable to fulfil a confirmed journey, we will inform the customer as soon as reasonably possible.
Where appropriate, we may offer an alternative arrangement, subject to availability and the customer’s agreement.
If the agreed service cannot be provided, the customer will receive an appropriate refund in accordance with the applicable booking terms and statutory rights.
Nothing in this policy excludes or restricts liability or consumer rights that cannot lawfully be excluded or restricted.
Where a refund is approved, Blackstone Executive Transfers will normally aim to process it within 5–10 working days.
Actual receipt of the refund may depend on the payment method and financial institution involved.
Refunds will normally be returned to the original payment method where appropriate.
Any applicable statutory refund deadlines will take precedence.
If a customer believes that a refund has been calculated incorrectly, they may contact us using the details provided below.
Certain events may affect our ability to provide a confirmed journey.
These may include extreme weather, serious road closures, government restrictions, industrial action, security incidents, public emergencies or other unforeseen circumstances beyond our reasonable control.
Where such circumstances arise, we will make reasonable efforts to inform affected customers and explain the available options.
Any cancellation, alternative arrangement or refund will be handled in accordance with the applicable booking terms and statutory rights.
We recognise that customers may need to cancel or change travel arrangements because of unforeseen personal circumstances.
Where appropriate, Blackstone Executive Transfers may consider exceptional circumstances on a case-by-case basis.
Any decision will take account of the applicable booking terms, the circumstances of the cancellation and the reasonable costs or losses involved.
This discretionary approach does not affect customers’ statutory rights.
For general enquiries about this policy, please contact Blackstone Executive Transfers.
Blackstone Executive Transfers
Address: Hamilton House, 87–89 Bell Street, Reigate, Surrey, RH2 7AN
Phone: +447377173456
Email: info@blackstoneexecutivetransfers.co.uk
Website: blackstoneexecutivetransfers.co.uk
We are currently accepting general enquiries only and are not taking or confirming private hire journey bookings.
Further information is available on the following pages:
