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Cancellation Policy

Please note that the defined terms in the main Terms and Conditions document shall also apply to this document.

  1. Reservable Parking

    1. If your booking duration is less than 14 days, please refer to our short-term booking cancellation policy. If your booking duration is 14 days or more and you would like to cancel, please refer to our Long-term booking cancellation policy.

  2. Short-term cancellation policy

    1. FULL REFUND:
      1. For a full refund, drivers must cancel more than 14 days prior to the booking start date and time.
    2. 50% REFUND:
      1. For 50% refund, drivers must cancel 8 to 14 days prior to the booking start date and time.
    3. 25% REFUND:
      1. For a 25% refund, drivers must cancel 1 to 7 days prior to the booking start date and time
    4. NO REFUND:
      1. If a driver cancels less than 24 hours in advance of their booking starting no refund will be issued.

  3. Long-term cancellation policy

    1. BEFORE THE BOOKING STARTS:
      1. For a refund minus 2 days of the listing price, you must cancel your 24 hours prior to the start of the booking.
    2. AFTER THE BOOKING STARTS:
      1. If you cancel within 24 hours of the booking start time or once the booking has started, you will receive a refund of a reminder of the days on the booking minus 2 days of the listing price.

  4. Other information

    1. If a booking is cancelled by the space owner, you will always receive a full refund.
    2. There are no refunds issued for short-term bookings if you cancel after the booking start time.

  5. Non-reservable Parking (Spot Parking)

    1. For payments made on the spot in car parks, we operate a no refund policy as the parking session is already underway once you have paid.
    2. If you feel you have been charged unfairly, please contact [info@paynpark.co.uk] with the location ID, your vehicle registration, the amount you paid and details of the circumstances.

  6. Extenuating Circumstances

    1. What if I need to cancel because of an emergency or unavoidable circumstance?
      1. 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 and that you can provide the required documentation.
      2. Penalty-free cancellations are only available for extenuating circumstances that occur before the official start date and time of your booking.

  7. Circumstances that require documentation

    1. Death of a driver,any other travelling party,immediate family member, or caregiver. You will be asked to provide one of these documents:
    2. Death certificate
    3. Obituary
    4. News article naming the deceased
    5. Police report

  8. Unexpected serious illness or injury affecting a driver or member of the travelling party

    1. You will be asked to provide a statement from a doctor confirming that the person cannot 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. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

  9. Government-mandated obligations

    1. This including jury duty, travel restrictions, court appearances, and military deployment. You will 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.

  10. Unforeseen vehicle damage, serious accident or maintenance

    1. This does not include planned maintenance. You will be asked to provide all of the following documents:
      1. Proof that the issue is being fixed
      2. An estimate of when it will be fixed
      3. An invoice for the repairs being done
      4. Photos of the damage

  11. Circumstances that require special review

    1. No documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected.
    2. 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.
    3. Essential utility outages that affect booked parking facilities.

  12. What to do next

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

  13. Other information

    If a booking is cancelled by the space owner, you will always receive a full refund.There are no refunds issued for short-term bookings if you cancel after the booking start.

  14. Cancellation Refund Processing time

    If you're due a refund this will be made to your original payment method and will take 1 to 5 working days to show in your account. If you have not received your refund to your original payment method, then do feel free to contact us [info@paynpark.co.uk] with your booking reference.