Our policy on cancellations, changes, and when you're entitled to a refund.
This page explains, in plain English, how we expect refunds and cancellations to work for future Kytrix Travel services.
This page is an overview. It's designed to be readable and to explain our approach, not to replace the detailed wording in:
If there is ever a conflict between this overview and the specific terms on your booking confirmation or trip page, the booking confirmation and full conditions win. Your statutory rights are unaffected.
We're building Kytrix as a small, honest, local operator. That shapes how we think about refunds:
Depending on the situation and the terms that applied when you booked, you may be entitled to a full or partial refund (or a credit). Common examples include:
There are also many situations where refunds are not normally due, for example if you change your mind late in the day, arrive late, or external factors (like traffic or weather) affect your wider plans. Those are covered in more detail below.
When you book, we're reserving seats or a vehicle and often turning down other work. That's why cancellation charges usually apply.
The exact scale may vary by product and will be shown on your confirmation or trip page. In general:
For a more formal outline, see section 7 of our Booking Conditions.
For regular day trips (for example, theme parks or Christmas markets), we expect to use a sliding cancellation scale that may look roughly like:
The exact timings and percentages will be confirmed for each trip type before you book.
Shared transfers are highly time-sensitive and often linked to flight or sailing times, so late cancellations can be hard to resell. We expect:
We'll publish clear cut-offs (for example, a minimum number of days/hours before departure) with each transfer product.
For private hire and bespoke group work (schools, weddings, clubs, corporate), we typically:
These terms will be set out in your quote and confirmation. For very large or complex bookings, we may need stricter terms; we'll always explain them clearly before you commit.
We'd rather not cancel a trip once you've booked, but sometimes it may be unavoidable – for example:
If we cancel or make a significant change (as defined in our Booking Conditions), we will normally offer you one or more of:
Where the issue is clearly within our control, we'll aim to be generous within what the business can reasonably afford. Where it's due to events outside our control, our focus will be on getting you home safely and being transparent about what we can and can't cover.
Traffic, weather, ferry disruption and other factors can affect journey times. We'll plan sensibly and leave practical buffers, but:
This is another reason we strongly recommend suitable travel insurance, especially where missing a flight or sailing would be a big deal.
We plan to offer digital gift cards and "pay it forward" balances that can be used towards future trips. Our default approach is likely to be:
Full terms for gift cards and credits will be set out when those products launch.
When a refund is due, we will usually:
Once we've agreed and processed a refund on our side, the time it takes to reach you can vary depending on your bank or card provider. As a guide, we'll aim to initiate refunds within 10 working days of agreeing them, and often much sooner.
We'll never charge you extra just for processing a refund, although non-refundable third-party fees (for example, some ticketing charges) may not always be recoverable.
Some elements of a booking may be clearly flagged as non-refundable, for example:
We'll always aim to highlight these clearly at the point of booking or in your confirmation so you can make an informed choice.
If you think you may be due a refund, or you're unhappy with how something has been handled, the best starting point is to talk to us.
You can contact us via the contact page. Please include:
We'll aim to respond within a reasonable timeframe. If you're still unhappy after we've reviewed things, you can follow our Complaints & Feedback process once that page is live.
If you're considering a chargeback or dispute with your bank or card provider, we'd strongly encourage you to contact us first. In many cases we can clear up misunderstandings or find a solution without involving third parties.
If a chargeback is raised, we'll respond honestly to the card provider based on our records and the terms that applied when you booked.
This Refunds & Cancellations overview, and any disputes relating to it, are governed by the laws of England and Wales. Any disputes will be handled in line with the jurisdiction provisions in our Booking Conditions and Conditions of Carriage.
If anything here doesn't make sense, or you're planning a group trip and want to understand how refunds would work in your specific scenario, please get in touch before you book.
We're aiming to be as transparent as possible, so if you spot a gap or something that feels unclear, telling us is a genuine help as we build Kytrix Travel.
We can't say yes to every refund request, especially once vehicles, ferries and staff are locked in. But we can promise to be honest, explain our decisions, and keep the refund rules visible and human as Kytrix Travel grows.