Cancellation & Refund Policy

1. Purpose and Scope

Omni Sphere Group Limited, trading as Omni Ride ("the Company"), is committed to providing a reliable, transparent and professional private hire service. This policy sets out the terms under which customers may cancel or amend a booking, the charges that may apply, and the circumstances in which refunds will be issued.

This policy applies to all bookings made with the Company, whether made through the website, by telephone, by WhatsApp, by email, or through a third-party booking platform.

2. Definitions

• "Booking" means a confirmed reservation for a journey, acknowledged by the Company.
• "Pickup Time" means the agreed time at which the vehicle is scheduled to arrive at the customer's collection point.
• "No-Show" means a customer failing to appear at the agreed pickup point within the applicable waiting period, without having cancelled the booking.
• "Fare" means the fixed price agreed for the journey at the time of booking.

3. Cancellation by the Customer

Customers may cancel a booking at any time using the contact methods set out in Section 10. The following charges apply, based on the notice given before the scheduled Pickup Time:

• More than 12 hours' notice: no charge. Any payment already made will be refunded in full.
• Between 2 and 12 hours' notice: a cancellation charge of up to 50% of the Fare may apply, at the Company's discretion, to reflect costs already incurred.
• Less than 2 hours' notice, or after the driver has been dispatched: a cancellation charge of up to 100% of the Fare may apply.
• No-Show: the full Fare is payable.

Where a cancellation charge is applied, the Company will confirm the amount to the customer in writing (which may include email or WhatsApp message).

4. Waiting Time, Airport and Cruise Pickups

For standard address pickups, the driver will wait for up to 15 minutes after the agreed Pickup Time. If the customer has not appeared and cannot be contacted within this period, the booking may be treated as a No-Show.

For airport pickups, the Company monitors inbound flights and adjusts the Pickup Time at no extra charge where a flight is delayed. A complimentary waiting period of 45 minutes applies from the actual landing time of the flight.

For cruise terminal pickups, a complimentary waiting period of 30 minutes applies from the agreed Pickup Time, recognising that disembarkation times can vary.

If a customer fails to appear within the applicable waiting period and cannot be contacted, the booking may be treated as a No-Show and the full Fare will be payable.

5. Cancellation by the Company

The Company will only cancel a confirmed booking in exceptional circumstances, such as vehicle breakdown, driver illness, or other events beyond its reasonable control. In such cases the Company will:

• Notify the customer as soon as reasonably practicable.
• Use reasonable endeavours to arrange a suitable alternative vehicle or operator to fulfil the journey.
• Where no suitable alternative can be arranged, issue a full refund of any payment made, including any deposit.

The Company will not be liable for any indirect or consequential losses arising from a cancellation, such as missed flights or events, except where required by law.

6. Amendments to Bookings

Customers may request amendments to a booking (including changes to the Pickup Time, pickup or drop-off address, or passenger numbers) by contacting the Company. The Company will accommodate amendments wherever reasonably possible.

Where an amendment changes the nature or length of the journey, a revised Fare will be quoted and agreed with the customer before the journey takes place. An amendment requested with less than 2 hours' notice may be treated as a cancellation and rebooking.

7. Refunds

Where a refund is due under this policy, it will be processed within 10 working days of the cancellation being confirmed. Refunds will be issued using the original payment method wherever possible.

Where payment was made in cash, refunds will be arranged by bank transfer, and the customer will be asked to provide account details for this purpose.

8. Corporate Accounts

For corporate account customers invoiced on a monthly basis, cancellation charges will be itemised on the monthly invoice. The Company may agree bespoke cancellation terms with corporate account customers in writing.

9. Events Beyond Our Control

Neither the customer nor the Company will be liable for failure to fulfil a booking caused by events beyond their reasonable control, including severe weather, road closures, civil disturbance, or actions of government or regulatory authorities. In such circumstances the Company will work with the customer to rearrange the journey or issue a full refund.

10. How to Cancel or Amend a Booking

• By telephone or WhatsApp: +44 7376 390109
• By email: info@omniride.co.uk

Cancellations are effective from the time they are received by the Company. For cancellations at short notice, telephone or WhatsApp is recommended.

11. Complaints

Any customer who is dissatisfied with the application of this policy may raise a complaint under the Company's Customer Complaints Policy and Procedure (OSG-OPS-002). Customers who remain dissatisfied have the right to refer their complaint to Havant Borough Council's Licensing Department.

12. Policy Review

This policy will be reviewed annually or sooner in the event of changes to legislation or guidance from Havant Borough Council.

This policy has been adopted by Omni Sphere Group Limited (trading as Omni Ride) and applies across all operations.