Cancellation policy
This Data Retention Policy ("Policy") outlines how Sway Taxi Limited ("Sway", "Sway Taxi", "we," "us," or "our") retains and manages the personal information collected through our website (the "Site") and mobile application (the "App"). By accessing or using our Services, you agree to the terms of this Policy.
Areas covered
Booking cancellation policy, Airport booking cancellation policy
1) Day-to-Day Booking Cancellation Policy
This policy applies to standard, non-airport bookings made through the Sway app.
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Guaranteed Refund: Customers are entitled to a minimum refund of 25% of the total booking fee, regardless of when the cancellation occurs.
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A 15% cancellation fee, inclusive of a 20p booking fee, will be retained by Sway. This fee covers operational costs and ensures drivers are fairly compensated for their time and effort.
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- The remaining 60% of the fare is subject to a distance-based refund calculation. This is determined by how far the driver has travelled from their original location to the pickup point at the time of cancellation.
Calculation:
If the driver has driven a certain percentage of the total distance to the pickup point, the customer will be refunded the corresponding percentage of the undriven portion of the fare.
Example:
If the driver has driven 40% of the distance, the customer will receive 60% of the remaining 60% of the total fare.
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A cap of £3.80 will be applied to the maximum amount deducted based on the distance travelled by the driver.
2) Airport Booking Cancellation Policy
This policy applies specifically to bookings made for airport runs through the Sway app.
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Cancellation Window:
Up to 24 hours before pickup:
75% refund of the total booking fee.
Less than 24 hours but more than 12 hours before pickup:
50% refund of the total booking fee.
Less than 12 hours before pickup:
25% refund of the total booking fee.