Cancellation Policy
This page explains how cancellations and changes work for transportation arranged through RideBrook, and where to find the terms that apply to your specific reservation.
The terms that apply to your booking
Cancellation terms are not uniform. They are set by the transportation provider carrying out your trip and vary by market, vehicle class, service type, date and how close to pickup the cancellation is made.
The terms that apply to your reservation are the ones given to you with your quote and confirmation. Those take precedence over anything described in general terms on this page.
Because of this, RideBrook does not publish a single fixed cancellation window. A sedan booked two weeks ahead and a motor coach booked for a wedding weekend do not carry the same terms, and it would be misleading to suggest otherwise.
Before a reservation is confirmed
Submitting a request or receiving a quote does not create a reservation and costs you nothing. If you decide not to proceed, no cancellation is required and no charge applies. A quote simply lapses.
Cancelling a confirmed reservation
To cancel a confirmed reservation, contact RideBrook as early as you can. Cancelling earlier gives the best chance of avoiding or reducing a charge.
- By phone, using the number on your confirmation
- By email to reservations@ridebrook.com
Include the name the booking was made in, the travel date and the reservation number if you have one. A cancellation is effective once RideBrook has acknowledged it — not when the message is sent.
Charges
Whether a cancellation charge applies, and how much it is, depends on the terms of your reservation and on how much notice is given. Cancellations close to the pickup time are more likely to carry a charge, because the vehicle and chauffeur have already been committed to your trip.
Specialty vehicles, larger group vehicles, multi-vehicle bookings and event transportation commonly carry stricter terms than a single sedan, and may require longer notice.
Changes to a booking
Changes to a confirmed reservation — timing, pickup or destination, passenger count, vehicle class or added stops — depend on the transportation provider and on availability.
Where a change can be accommodated it may affect the price. Where it cannot, the original reservation stands, or it may need to be cancelled and rebooked under the applicable terms.
No-shows
A no-show is where no passenger is present at the pickup location within the waiting period applicable to your reservation, and no contact has been made with RideBrook or the chauffeur.
No-shows are normally charged in full. If you are delayed or cannot find your vehicle, contact RideBrook or the chauffeur straight away rather than leaving the pickup point.
Waiting time
Waiting periods and any charges that follow them are set by the transportation provider and form part of your confirmed reservation. They commonly differ between an airport pickup, where flight timing is a factor, and a scheduled pickup from an address.
If the transportation provider cannot fulfil the trip
If a confirmed trip cannot be carried out by the assigned provider, RideBrook will attempt to arrange a suitable alternative. Where no suitable alternative can be arranged, amounts paid to RideBrook for that trip will be refunded.
Refunds
Where a refund is due, it is processed back to the original payment method. The time taken for it to appear depends on your bank or card issuer.
Contact
To cancel or change a booking, or to ask which terms apply to your reservation, contact reservations@ridebrook.com or use the details on your confirmation.
Questions about this page? Email reservations@ridebrook.com or visit the contact page.