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Refund Policy – Marra Cars

General Refund Terms

This refund policy sets out how refunds are handled for prepaid journeys and cancellations with Marra Cars.

Prepaid Journeys & Refund Eligibility

  • Prepaid journeys: If you have paid in advance for a journey and you cancel within the applicable notice period, you may be eligible for a full or partial refund.

  • All refunds will be returned to the original method of payment used at the time of booking (e.g., card).

  • Refund processing time: Approved refunds will normally be processed within 3–5 business days (Monday–Friday) of the cancellation being confirmed.

Cancellation Notice & Refund Timeframes

To qualify for a refund, cancellations must be made with sufficient notice before the scheduled pickup time. We recommend the following notice periods to be eligible for a refund:

  • More than 48 hours before pickup: Eligible for a full refund.

  • 24 to 48 hours before pickup: Eligible for a partial refund (e.g., 50% of the prepaid fare).

  • Less than 24 hours before pickup: No refund will be provided, except in exceptional circumstances.

These timeframes help cover administrative, scheduling, and driver allocation costs that occur when bookings are made and vehicles are assigned.

How to Cancel

Cancellations must be made by contacting us directly via:

  • Email: admin@marra-cars.com

  • Phone: 0191 820 0713
    Cancellations made through third parties (including drivers) may not be accepted unless confirmed in writing by Marra Cars.

Non-Refundable Situations

  • No refund will be issued in the following situations:

  • Late cancellations made within 24 hours of the scheduled pickup time.

  • No-shows where the customer fails to be present at the pickup location without prior notice.

  • Incorrect or incomplete booking details provided by the customer (e.g., wrong date, time or flight number).

  • Journeys terminated part-way through the service.

Exceptional Circumstances

If Marra Cars cancels your booking due to operational issues or unforeseen circumstances, a full refund of any prepaid amount will be provided. This includes situations where we cannot fulfil the booking through no fault of your own.

Contact for Refund Queries

If you have questions about a refund, please contact us at:

Marra Cars

We aim to respond to refund enquiries within 3–5 business days and to process any approved refunds promptly.

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