Last Updated: 20 April 2026
This Refund & Cancellation Policy (hereinafter “Policy”) applies to all bookings made with STREAMLINE ROCHDALE LTD (hereinafter “we”, “us”, “our”) for our private hire taxi services (hereinafter “Services”). This Policy outlines the terms for cancelling a booking, requesting a refund, and processing refunds via Stripe, in compliance with Stripe’s refund policies and UK consumer laws.
3.1 Booking Cancellation by You
You may cancel your booking at any time, but the refund amount will depend on the time of cancellation (calculated from the scheduled pick-up time). To cancel a booking, please contact us via email (streamlinerochdaleltd@gmail.com) or phone (+44 1706 644104) with your booking reference number.
- Cancellation more than 24 hours before the scheduled pick-up time: Full refund of the fare paid (excluding any Stripe processing fees, which are non-refundable as per Stripe’s policy).
- Cancellation between 12 and 24 hours before the scheduled pick-up time: 50% refund of the fare paid (excluding Stripe processing fees).
- Cancellation less than 12 hours before the scheduled pick-up time: No refund.
- No-show: If you do not appear at the pick-up location at the scheduled time and do not notify us, no refund will be provided.
3.2 Booking Cancellation by Us
We may cancel your booking in the following circumstances, and we will provide a full refund of the fare paid (including any Stripe processing fees, which we will cover):
- Driver illness or emergency: If our driver is unable to attend the pick-up due to illness, injury, or emergency, and no replacement driver is available.
- Vehicle breakdown: If the assigned vehicle breaks down and no replacement vehicle is available.
- Safety risks: If the journey cannot be completed safely (e.g., severe weather, road closures, civil unrest).
- Fraudulent booking: If we suspect the booking is fraudulent (e.g., false contact details, stolen payment card).
We will notify you of the cancellation as soon as possible (via phone or email) and offer to reschedule your booking at no extra cost, if possible.
3.3 Refund Processing
All refunds are processed via Stripe, in compliance with Stripe’s refund policies. Key details about refund processing include:
- Refund Requests: To request a refund, you must contact us with your booking reference number and the reason for the refund. We will review your request within 2 business days and notify you of our decision.
- Processing Time: Once a refund is approved, Stripe will process the refund within 5-7 business days. The exact time for the refund to appear in your account depends on your bank or card issuer (some may take up to 10 business days).
- Stripe Processing Fees: Stripe does not refund processing fees for successful transactions. If you cancel your booking more than 24 hours before pick-up, we will refund the full fare you paid, but the Stripe processing fee (if applicable) will not be refunded (this will be clearly stated in your refund confirmation).
- Failed Refunds: If a refund fails (e.g., your card has expired or been cancelled), we will notify you and ask for alternative payment details to process the refund.
- Partial Refunds: Partial refunds (e.g., for cancellations between 12-24 hours) will be processed in the same manner as full refunds, with the applicable amount refunded via Stripe.
3.4 Non-Refundable Circumstances
No refund will be provided in the following circumstances:
- Cancellation less than 12 hours before the scheduled pick-up time.
- No-show at the pick-up location (without prior notification).
- Journey completed successfully (even if you are dissatisfied with the service, unless the dissatisfaction is due to our negligence – in which case you may be entitled to a partial refund at our discretion).
- Cancellation due to your own circumstances (e.g., change of plans, missed flight) where you cancel less than 12 hours before pick-up.
- Damage to the vehicle or its contents caused by you or your passengers (we may deduct the damage fee from any refund due).
3.5 Booking Modifications
If you need to modify your booking (e.g., change pick-up time, drop-off location), please contact us as soon as possible. We will accommodate modifications where possible, but additional fees may apply if the modification results in a higher fare. If the modification is not possible (e.g., no available drivers), you may need to cancel the original booking and make a new one (subject to the cancellation terms above).
3.6 Stripe-Specific Refund Information
We process all refunds in accordance with Stripe’s terms of service. For more information about Stripe’s refund policies, please visit https://stripe.com/en-gb/docs/refunds. If you have questions about the status of your refund, you can contact Stripe directly or reach out to us for assistance.
3.7 Contact Us
If you have any questions or concerns regarding cancellations or refunds, please contact us:
Email: streamlinerochdaleltd@gmail.com
Phone: +44 1706 644104
Address: 25-25a Oldham Road, Rochdale, OL16 1UA, United Kingdom