In short
- Within 48 hours of paying: switch vehicle free, or cancel and get everything back less a 10% admin charge (maximum £50).
- After that, your deposit is non-refundable. It has paid for reserving your vehicle and taking it off the market.
- Cancel 57 days or more before your Hire Date: you lose the deposit only. Anything else you've paid is refunded.
- Cancel 56 days or less before: the full hire price is due, but if the Supplier rebooks your date, you'll get back what they receive from the new booking (up to what you paid above the deposit), less any reasonable costs they've already spent.
- If the Supplier cancels, you're offered an alternative or a full refund within 7 days.
| When you cancel | Deposit | Anything paid above the deposit |
|---|---|---|
| Within 48 hours of paying | Everything refunded, less 10% (maximum £50) | |
| 57 days or more before your Hire Date | Kept | Refunded in full; no balance owed |
| 56 days or less before your Hire Date | Kept | Full price due. If the Supplier rebooks your date, you get back what they receive from the new booking (up to this amount), less reasonable costs |
| Balance not paid within 7 days of the reminder | Treated as a cancellation by you; the rows above apply | |
The 48-hour cooling-off window
UK law doesn't give a statutory cooling-off period for vehicle hire booked for a specific date. We give you one anyway, as a goodwill gesture. For 48 hours from when we receive your payment, you can:
- switch to a different available vehicle or Supplier at no charge; or
- cancel and receive everything you've paid back, including your deposit, less an administration charge of 10% of the amount paid, capped at £50.
Tell us in writing within the 48 hours. We'll confirm by email that we've received it.
If you cancel
You can cancel at any time, in writing, to both the Supplier and Premier Carriage. Keep our written confirmation as your proof; until you have it, assume your cancellation hasn't gone through.
- 57 days or more before your Hire Date: you lose your deposit, and anything else you've paid is refunded in full.
- 56 days or less before your Hire Date: the full hire price is due to the Supplier, because it's very unlikely they can rebook the vehicle at such short notice.
- If the Supplier rebooks your date: we keep the vehicle listed as available for your date. If the Supplier rebooks it, they refund you what they receive from the new booking, up to the amount you paid above your deposit, less any reasonable costs they've genuinely spent on your booking. It's paid within 14 days after the new booking has gone ahead. You get money back whenever the Supplier hasn't lost out, and the Supplier is never left worse off than if you hadn't cancelled.
- Cancelling one vehicle of several: only that vehicle's deposit is lost. Any multi-vehicle discount no longer applies to the vehicles you keep.
Nothing in this policy affects your legal rights as a consumer.
Changing your booking
- Changing to a different vehicle counts as a cancellation of the original vehicle (except during the 48-hour window).
- Changing your date counts as a cancellation, unless the Supplier agrees to move your booking and the same vehicle is free on the new date.
- Itinerary changes the Supplier can't accommodate (for example a big increase in mileage, or a venue the vehicle can't safely reach) are treated as a cancellation, on the same terms as above.
If the Supplier cancels
- For any reason before the day: they'll contact you to offer an alternative vehicle, or a full refund of everything you've paid for that vehicle, paid within 7 days.
- Unsafe weather: if the Supplier cancels for safety reasons, they refund you directly.
- Major change to the vehicle (for example a new colour): if you're not happy with it, you can cancel for a full refund.
- Breakdown on the day: your refund reflects how much of your itinerary wasn't delivered, up to a full refund for that vehicle.
- A clearly different replacement arrives without warning: you can turn it away for a full refund. If you accept a cheaper replacement, you're refunded the difference.
We'll always help you look for an alternative from our network if you need one.
Events beyond anyone's control
If your event can't go ahead because of something nobody could control, such as a government ban, war or a pandemic, there's no cancellation charge. Your payments move to a new date (any price difference is agreed with you first), or you can have a full refund less any costs the Supplier has genuinely spent on your booking.
For extra protection against things like Supplier insolvency or severe weather, we recommend wedding insurance.
How to cancel and how refunds are paid
- Email the Supplier (their details are on your itinerary) and us at enquiries@premiercarriage.co.uk, from the email address we have on file. Include your booking reference.
- Wait for written confirmation. Until you have it, assume the cancellation hasn't been received.
- Refunds are paid by the Supplier, because your payment became theirs when we received it. If a refund you're owed is late, tell us and we'll chase it for you.