Reviewed Date: 1st May 2026 - Apple Central Taxis (SW) Limited
Refund & Provision of Ticket Coverage Policy
1. Policy Statement
Apple Taxis is committed to providing reliable transport services. This Refund Policy sets out the limited circumstances in which refunds or compensation maybe considered. By making a booking with Apple Taxis, the customer accepts the terms of this policy in full. This policy is intended to provide clarity and consistency in the handling of refund requests and shall apply to all bookings made with Apple Taxis.
2. Scope
This policy applies to:
- All private hire bookings made through Apple Taxis.
- Claims relating to vehicle lateness.
- Claims relating to missed train or bus connections.
- This policy applies to both account and non-account customers unless otherwise agreed in writing by management.
3. Definitions
3.1 Pre-Booked Journey
- A journey booked and confirmed no less than six (6) hours prior to the scheduled pickup time.
3.2 Lateness
- A vehicle arrival time exceeding twenty (20) minutes after the confirmed pickup time.
3.3 Connecting Travel
- An onward journey by train or bus scheduled after completion of the taxi journey.
3.4 Connection Window
- For journeys commencing within Exeter city centre and immediate surrounding areas, a minimum connection window of one (1) hour between the scheduled arrival time of the taxi and the departure time of the onward train or bus service shall apply.
- For journeys commencing outside Exeter, including but not limited to rural locations, surrounding towns, villages, or areas with extended travel time into Exeter, customers must allow a reasonable additional buffer time above the standard one (1) hour connection window. What constitutes a reasonable additional buffer shall be determined by Apple Taxis based on distance, traffic conditions, and typical journey duration at the time of booking.
- Apple Taxis shall not be liable for missed connections where insufficient time allowance has been made for the full journey from the pickup location to the onward transport departure point.
4. Eligibility for Taxi Fare Refunds
Refunds relating to vehicle lateness will only be considered where all of the following conditions are satisfied:
- The journey was pre-booked at least six (6) hours prior to the scheduled pickup time.
- The vehicle arrived more than twenty (20) minutes after the confirmed pickup time.
- The delay is verified by Apple Taxis using GPS tracking data, dispatch records, telephone recordings, or other operational systems.
- The customer remained available and ready for collection at the agreed pickup location and time.
- The customer submits the refund request within twenty-four (24) hours of the scheduled pickup time.
Bookings made less than six (6) hours before the scheduled pickup time are strictly excluded from lateness refunds regardless of the length of delay.
No refund shall be payable for delays arising from factors outside the reasonable control of Apple Taxis.
5. Eligibility for Train and Bus Connection Refunds
Refunds for missed train or bus connections will only be considered where all of the following conditions are satisfied:
- The taxi booking was made at least twenty-four (24) hours before the scheduled pickup time.
- The customer allowed a minimum connection window of one (1) hour between the scheduled taxi arrival time and the departure time of the onward service.
- The missed connection was solely and directly caused by verified lateness of the Apple Taxis service.
The customer provides valid proof of:
- The original ticket;
- The replacement ticket or additional expense incurred; and
Reviewed Date: 1st May 2026 - Apple Central Taxis (SW) Limited
- The scheduled departure time of the missed service.
- The claim is submitted within twenty-four (24) hours of the journey.
Apple Taxis accepts no liability for missed flights, ferry crossings, events, appointments, hotel bookings, or any other consequential losses.
Compensation under this section shall be limited strictly to reasonable train or bus ticket replacement costs only.
6. Exclusions and Limitations
Refunds or compensation will not be issued in any of the following circumstances:
- The customer was not present, ready, or contactable at the agreed pickup time.
- Incorrect booking details were provided by the customer.
- Delays caused by traffic congestion, road closures, accidents, adverse weather conditions, police incidents, civil emergencies, vehicle breakdowns, or other events beyond the reasonable control of Apple Taxis.
- Delays resulting from circumstances classified as force majeure.
- The customer failed to allow sufficient time for travel.
- The customer chose not to travel despite the vehicle arriving within the terms of this policy.
- Claims submitted outside the required reporting period.
- Shared ride delays, diversion requests, or customer-requested changes to the booking.
Apple Taxis shall not be liable for any indirect or consequential losses arising from delays or service disruption, including but not limited to:
- Loss of earnings;
- Missed work or employment opportunities;
- Missed medical or personal appointments;
- Missed interviews, examinations, or events;
- Hotel, accommodation, or parking costs;
- Business losses; or
- Any other financial or personal losses not expressly covered under this policy.
Compensation is strictly limited to the refund provisions expressly stated within this policy.
Estimated pickup and journey times are estimates only and are not guaranteed.
7. Refund Assessment and Decision
All refund requests shall be reviewed by management using operational records including GPS tracking, dispatch logs, telephone recordings, and driver reports.
Apple Taxis reserves the absolute right to:
- Approve or decline any refund request;
- Request additional evidence; and
- Determine the appropriate refund amount where applicable.
The decision of Apple Taxis management shall be final.
8. Refund Method
Approved refunds will normally be processed using the original payment method.
Cash refunds will not be issued unless required by law.
9. Customer Responsibilities
Customers are responsible for:
- Providing accurate booking details;
- Allowing sufficient travel and connection time;
- Being ready for collection at the agreed pickup location and time; and
- Submitting claims with supporting evidence within the required timeframe.
10. Amendments
Apple Taxis reserves the right to amend or replace this policy at any time without prior notice.
The latest version will always be available on the Apple Taxis website.
11. Contact
All refund requests must be submitted to Apple Taxis within twenty-four (24) hours of the journey.
