CANCELLATION & REFUNDS
Plans change. Outmile keeps the process straightforward and limits any charge to a fair reflection of the booking loss.
AT A GLANCE
| When | What happens | Detail |
|---|---|---|
| 24 hours or more | Full refund | Cancel at least 24 hours before the scheduled pickup and we will refund everything paid. |
| Less than 24 hours | Charge capped at 25% | The standard cancellation charge is no more than 25% of the total fare and may be reduced under our fair-loss promise. |
| No-show | Charge capped at 25% | We will try to contact you first. The same fair-loss cap applies if we cannot complete the pickup. |
| Outmile cancels | Full refund or replacement | You choose a suitable replacement journey or a full refund of everything paid. |
CANCELLING
Email office@outmile.co.uk or call 0330 133 1510 and give us your booking reference.
Your cancellation time is when your email reaches us or your call is answered. If you cannot reach us by phone, send an email so there is a clear timestamp.
FAIR-LOSS PROMISE
If Outmile fills your original slot, or our actual net loss is lower than the standard charge, we will reduce the charge and refund the difference.
Any cancellation charge is capped at 25% of the total fare and will never exceed a reasonable reflection of our loss.
CHANGES & DELAYS
Changes requested 24 hours or more before pickup have no administration fee and are subject to availability. A different route, time or vehicle may change the fare.
Inside 24 hours, we will try to move the booking. If the original slot cannot be reused, any charge is still limited by the fair-loss promise above.
For an ordinary address pickup, we allow 20 minutes after the booked time. For an airport pickup with a valid flight number, we allow 60 minutes after the flight's actual arrival time.
We will try to contact you before recording a no-show. Tell us about delays as soon as possible; a known flight or train delay is not automatically treated as a cancellation.
REFUNDS
Where you paid a 25% deposit, a cancellation inside 24 hours may mean we retain some or all of that deposit. Where you paid in full, we will refund at least 75% for an inside-24-hours cancellation, plus any further amount due under the fair-loss promise.
We will initiate an agreed refund to the original payment method within five working days. Your bank or card provider controls when the funds appear in your account.
If Outmile cancels or cannot provide the confirmed journey, you may choose a suitable replacement or a full refund. These rules do not affect your statutory rights.
