Cancellations & refunds
Plans can change.
Know where you stand.
The booking stage matters, but a stage cap is never an automatic charge. Any cancellation deduction must reflect evidenced reasonable work or cost and respect your consumer rights.
First steps
Start with
your booking.
Open the booking in the customer app to review its current stage. Use the booking’s available cancellation option or contact support with your reference and request. Telling the driver alone may not complete a cancellation in the platform.
If you are changing the destination, vehicle details or scope rather than cancelling, ask about the change first. A revised journey may need agreement and could affect the price.
Recovery often starts immediately. At checkout, customers expressly request service during the 14-day cancellation period and acknowledge that the statutory cancellation right may be lost once the service is fully performed. Where work has begun, a proportionate amount may be payable, subject to the policy and statutory rights.
Managing a bookingUnderstanding a deduction
The stage sets a limit.
The evidence sets the amount.
A lower deduction applies where the actual reasonable cost is lower. These are maximums from the published cancellation policy, not fixed cancellation fees.
| Booking stage | Maximum deduction | What it means |
|---|---|---|
| Before the driver is en route | £0 | There is no cancellation deduction at this stage. |
| Once the driver is en route | Up to 30% | Evidenced reasonable work or costs, capped at 30% of the total. |
| After the driver has arrived | Up to 50% | Evidenced reasonable work or costs, capped at 50% of the total. |
| After the vehicle is loaded | Up to 100% | Evidenced reasonable work or costs, capped at the total booking price. |
No deduction applies to driver fault, unsafe or unlawful performance, material misdescription by the driver, or where consumer law requires a greater refund. Ask support to explain the stage, evidence and calculation if something is unclear.
If the driver cannot complete the job
A refund or
a replacement.
If the driver cancels, fails to attend or cannot lawfully complete the service, you can choose a full refund to the original payment method or a suitable replacement driver without another platform charge.
A replacement remains subject to a suitable driver being available. A changed scope may need agreement, but a second platform amount will not be imposed because of the original driver’s failure.
Make your preference clear.
Use your booking or contact support. Explain whether you want a refund or help finding a suitable replacement, and share the booking reference so the team can review what happened.
Where a refund goes.
The original payment method is the default.
Quartz sends an approved refund back to the original card or payment method. Wallet credit is offered only with your clear choice; refund wallet credit does not expire.
Processing time depends on the bank.
Quartz confirms when the refund instruction is submitted. The payment provider and your bank determine when it appears. If a confirmed refund has not arrived, contact support with the confirmation and booking reference.
A decision can be questioned.
You can ask for the reasons and evidence behind a deduction and correct factual errors. If the issue remains unresolved, use the complaints process to request human review.
Your booking agreement
Read the terms behind the guidance.
This page summarises the customer terms and cancellation policy. Your statutory rights remain unaffected.