Driver loginWe at AAA understand the passengers are sometimes forced to cancel bookings due to unforeseen circumstances. However, last minute cancellations impact our ability to dispatch efficiently and disrupts our drivers. Therefore, to reduce last minute cancellations and provide a fairer experience for our drivers we have a clearer Refunds policy as per Section 2.2 of our Terms and Conditions (outlined below)
2.2 THE FOLLOWING APPLIES TO JOURNEYS BOOKED WITH AAA AND PAID FOR IN ADVANCE BY CARD:
- 2.2.1 Any paid taxi journey you wish to cancel in advance will be given a full refund, provided the cancellation is more than 24 hours before the booking.
- 2.2.2 Any taxi journey cancelled less than 24 hours before the booking will be refunded if the vehicle designated for your booking had not yet been dispatched on the journey. Most vehicles are dispatched between 5 and 60 minutes prior to the collection time, depending on the distance required for the driver to travel from our base in Hertfordshire. If your taxi has already been dispatched, we cannot guarantee a full refund.
- 2.2.3 Refunds will be submitted electronically and the funds repaid to the card used to pay for the journey. Refunds will normally take 3-5 working days to be processed.
- 2.2.4 Refunds for pre-paid jobs are managed by our accounts team. There may be a waiting period between request of a refund and the transaction being reversed whilst a member of the accounts team fully investigates the request
Please Note:
• Credit/debit card providers, online banks and the secure online banking regulations have introduced stricter security measures. This means we need to check we can take payment from your card and ensure you are the owner of the card. You do not need to worry if you cancel your trip, you might still see a ‘pending’ amount on your account.
• This pending amount will be refunded to your original card. However, some banks take longer to release those funds, please contact your bank if the “pending” amount has not been released after three days.
• When a journey is paid for by credit or debit card through our consumer App, website or text payment link, the transaction is conducted on behalf of your driver as we function as booking agents for self-employed drivers.
IF YOU BELIEVE AN UNAUTHORISED PAYMENT HAS BEEN MADE TO US USING A PAYMENT METHOD BELONGING TO YOU AS A RESULT OF FRAUD OR THEFT:
• Requests must be made to us via the police or by your bank/payment provider due to Data Protection limitations. Bank or police authorisation is required to verify misuse and facilitate any potential refunds
If having read the above you believe that a refund is appropriate please email your request to:
Please include the booking reference number in all correspondence. If you do not have the booking reference, please include the date and time of the booking along with the telephone number that was used to make the initial booking. Please also give details of why you feel a refund is appropriate.
