Pre-booking:

In order to have the option to cancel, you must pay a £1.00 cancellation fee at the time of booking. Please note, without this fee you cannot cancel at a later date.

If you do cancel your booking (which must be before the day the booking starts), then a refund will be issued to the payment card used for the booking, minus the £1.00 cancellation fee. Please allow 14 days for the refund to reach your account. Cancellation requests made after your booking has started will not receive a refund. This includes any cancellations related to weather or traffic conditions.

Once a cancellation has been requested, the request cannot be reversed and you must make a new booking.

Booking Changes:

We understand that sometimes plans change and you want to come in a different vehicle, or to park on a different date (free space permitting) to the one you originally booked. If this happens then you will need to select View your booking and enter the booking details found in your email confirmation. From here you can modify the booking details.

What if I need to cancel because of an emergency or unavoidable circumstance?

We may be able to give you a refund if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below. Penalty-free cancellations are only available for extenuating circumstances that occur before the official start date and time of your booking.

Unexpected serious illness or injury affecting the driver and the person can’t drive or travel due to an unexpected, serious illness or injury.

The statement must be dated after the booking was confirmed and provided within 14 days of cancellation to get a full refund. Pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

You’ll be asked to provide a statement from a doctor confirming that the person can’t drive or travel due to an unexpected, serious illness or injury. The statement must also be dated after the booking was confirmed and provided within 14 days of cancellation to get a full refund. Pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

Government-mandated obligations

This includes jury duty, travel restrictions, court appearances, and military deployment. You’ll be asked to provide a copy of the official notice dated after the booking was confirmed, including the name of the person fulfilling the obligation.

Unforeseen vehicle damage, serious accident, or maintenance

This doesn’t include planned maintenance. You’ll be asked to provide some proof that the issue is being fixed or a photo of the damage for our team to assess.

Circumstances that require special review

No documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected.

Natural disasters, terrorist activity, and civil/political unrest that prevent the driver from travelling to or from the destination, or that make it unsafe to do so.

Essential utility outages that affect booked parking facilities.

What to do next

If you’ve confirmed your circumstance meets any of the requirements above, first cancel your booking and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and how our team will review your case. Claims must be submitted within 14 days of cancellation.