Refund & Cancellation Policy

Refund & Cancellation Policy

Last updated: 29 October 2026

Booking partner: OTS Taxi Limited (Company No. 06783060)

Booking platform: Bye Airport, operated by BYE INT LTD (Company No. 16191838)

Email: [email protected]

This Refund & Cancellation Policy explains how cancellations, booking changes and refunds are handled for bookings made through OTS Taxi using the Bye Airport booking platform.

Please read this policy together with our Terms & Conditions. By making a booking through OTS Taxi, you agree to the cancellation, amendment and refund conditions that apply to your booking.

1. About This Policy

This policy applies to airport transfers and other passenger transport services booked through OTS Taxi and arranged using the Bye Airport platform.

It explains when you may cancel or change a booking, when a refund may be available, how refunds are calculated and what happens when a journey cannot proceed as originally booked.

Some bookings, services or destinations may be subject to additional or different conditions where these are clearly disclosed before you complete your booking.

2. Who We Are

OTS Taxi Limited (company number 06783060) is your customer-facing booking partner. Bye Airport is operated by BYE INT LTD (company number 16191838) and provides the booking platform through which transport is arranged.

OTS Taxi provides a booking channel for customers using the Bye Airport platform to arrange and pay for airport transfers and other passenger transport services.

Passenger transport is fulfilled by independent transport businesses ("Transport Suppliers"), rather than by OTS Taxi or Bye Airport itself, unless expressly stated otherwise.

3. When This Policy Applies

This policy applies to bookings made through OTS Taxi where the booking is arranged using the Bye Airport platform.

The cancellation conditions applicable to your booking are determined by the scheduled pickup time of the journey being cancelled.

For return bookings or bookings containing more than one journey, each journey may be treated separately for cancellation and refund purposes unless otherwise stated.

4. Cancelling a Booking

If your plans change, you should cancel your booking as soon as reasonably possible.

The amount of any refund depends primarily on how much notice is provided before the scheduled pickup time and whether any non-refundable services, charges or costs have already been incurred.

A cancellation is not considered effective until it has been successfully submitted through an available cancellation method or acknowledged by OTS Taxi or Bye Airport.

5. Cancellation More Than 6 Hours Before Pickup

If you cancel a journey more than 6 hours before the scheduled pickup time, you will normally be eligible for a refund of the amount paid for the cancelled journey, subject to a 10% administration charge.

The administration charge covers payment processing, booking administration and costs associated with arranging and cancelling the booking.

Any separately identified non-refundable amount or service that has already been incurred or supplied may also be deducted where this was disclosed as applicable to the booking.

6. Cancellation Within 6 Hours of Pickup

If you cancel a journey within 6 hours of the scheduled pickup time, the booking is normally non-refundable.

This is because the Transport Supplier, vehicle and driver may already have been reserved or committed to the journey and costs may already have been incurred.

Where exceptional circumstances apply, OTS Taxi and Bye Airport may review the circumstances of the cancellation, but this does not automatically create an entitlement to a refund.

7. How to Cancel

Where available, bookings should be cancelled through your OTS Taxi account or the cancellation functionality provided with your booking.

If you are unable to cancel online, contact OTS Taxi at [email protected].

You should provide your booking reference and sufficient information for us to identify the relevant booking.

The time at which OTS Taxi or Bye Airport receives or records the cancellation request may be used to determine which cancellation conditions apply.

8. Booking Changes

Where the platform allows it, you may request changes to an existing booking.

Changes may include the pickup time, pickup location, destination, passenger details, flight information, vehicle requirements or additional services.

A requested change is subject to availability and is not confirmed until it has been accepted and reflected in the booking.

9. Changes Close to Pickup Time

Changes requested close to the scheduled pickup time may not be possible because a Transport Supplier, driver or vehicle may already have been assigned or dispatched.

If a requested change cannot reasonably be accommodated, you may need to retain the original booking or cancel it subject to the applicable cancellation conditions.

10. Changes to Pickup Date or Time

Requests to change the pickup date or time are subject to availability.

A significant change to the date or time may require the journey to be repriced because supplier availability, operating costs, airport charges, road charges or other pricing factors may have changed.

If the revised price is higher, you may be required to pay the difference before the change is confirmed.

If the revised price is lower, any adjustment or refund will depend on the circumstances of the change and the applicable booking conditions.

11. Changes to Pickup or Destination

Changing the pickup location, destination or route may affect the journey distance, duration, airport charges, road charges and other costs.

Where a requested change affects the price of the journey, the booking may be recalculated and you may be required to pay any additional amount before the change is confirmed.

Material route changes requested after the journey has started may be subject to additional charges agreed with or communicated through the relevant Transport Supplier or Bye Airport, as applicable.

12. Vehicle, Passenger and Luggage Changes

You are responsible for selecting a vehicle suitable for the number of passengers, amount of luggage and any other requirements disclosed when booking.

If the number of passengers, luggage requirements or other transport requirements change, a different vehicle may be required.

Any change is subject to availability and may result in an additional charge.

A Transport Supplier or driver may be unable to carry passengers or luggage where doing so would exceed the lawful or safe capacity of the assigned vehicle.

13. Additional Charges Following a Change

Changes to a booking may result in additional charges where they increase the cost of providing the journey.

These may include changes in journey fare, additional mileage or time, airport charges, parking charges, road or congestion charges, additional services or a different vehicle category.

Where possible, applicable additional charges will be communicated before the requested change is confirmed.

14. Cancellations by a Transport Supplier

A Transport Supplier may occasionally become unable to fulfil an accepted journey because of circumstances such as vehicle problems, driver unavailability, operational disruption or other unforeseen events.

Where this happens, OTS Taxi and Bye Airport may attempt to arrange an alternative Transport Supplier, driver or suitable vehicle.

The assignment of an alternative Transport Supplier does not by itself constitute a cancellation of your booking where the booked transport service can still be provided on materially equivalent terms.

15. When We Cannot Fulfil a Booking

If a confirmed journey cannot be fulfilled and no reasonable alternative can be arranged through Bye Airport, the amount paid for the affected journey will normally be refunded.

Where only one journey of a return booking is affected, any refund may be limited to the affected journey unless the circumstances reasonably require otherwise.

A refund under this section does not automatically include unrelated costs, consequential losses or alternative travel expenses, which remain subject to our Terms & Conditions and applicable law.

16. Flight Delays

Where you provide valid flight information for an airport pickup, Bye Airport or the relevant Transport Supplier may use available flight information to help monitor changes to the expected arrival time.

Flight monitoring does not guarantee that every delay, schedule change or operational event will be identified immediately or that a driver can wait indefinitely.

If your flight is delayed, you should keep your booking information accurate and follow any instructions provided regarding flight delays, waiting time and communication with the driver or Transport Supplier.

17. Flight Cancellations

A flight cancellation does not automatically cancel your OTS Taxi booking.

If your flight is cancelled, you should notify OTS Taxi as soon as reasonably possible and request any necessary cancellation or change to your transfer.

The normal cancellation conditions may apply according to the time at which the transfer cancellation is received.

Where exceptional circumstances exist, OTS Taxi and Bye Airport may review the individual circumstances when considering whether any additional refund or booking adjustment can be offered.

18. Passenger No-Shows

A passenger may be treated as a no-show where they do not attend the agreed pickup location within the applicable waiting period and cannot reasonably be located or contacted.

A journey treated as a passenger no-show is normally non-refundable because the vehicle and driver have been allocated and the Transport Supplier has attended or committed resources to the booking.

You should ensure that the passenger telephone number and other contact details supplied with the booking are accurate and available at the time of travel.

19. Driver or Vehicle Delays

Transport services may occasionally be affected by traffic, road closures, accidents, weather, airport congestion, previous journey delays or other circumstances outside reasonable control.

If a driver is delayed, reasonable efforts may be made to keep you informed and, where appropriate and reasonably possible, arrange alternative transport.

A delay does not automatically entitle the passenger to a full refund. Any refund or other remedy will depend on the circumstances, the service actually provided and any rights available under applicable law.

20. Waiting Time

Bookings may include a specified or reasonable waiting period depending on the pickup type, location and booking conditions.

Additional waiting beyond any included period may be subject to additional charges or may not be possible where the driver has other operational commitments.

If the passenger cannot be located after the applicable waiting period and reasonable attempts have been made to contact them, the booking may be treated as a no-show.

21. Incorrect Booking Information

You are responsible for checking that the information provided for your booking is accurate.

This includes the pickup date and time, pickup location, destination, flight information, passenger contact details, number of passengers, luggage requirements and any requested additional services.

Refunds may not be available where a journey cannot be completed because incorrect, incomplete or outdated information was supplied by the customer or passenger.

Where possible, we may attempt to correct or amend the booking, but additional charges may apply.

22. Refund Eligibility

Whether you are entitled to a full refund, partial refund or no refund depends on the circumstances of the booking and the reason for the cancellation or service issue.

Refund eligibility may take into account:

• How long before pickup the cancellation was made.

• Whether a Transport Supplier, vehicle or driver had already been assigned or dispatched.

• Whether the passenger was present at the agreed pickup location.

• Whether the booked service was provided or could reasonably have been provided.

• Whether additional or non-refundable costs had already been incurred.

• Any applicable legal rights that cannot be excluded or restricted.

23. How Refunds Are Calculated

Where a refund is due, it will normally be calculated from the amount actually paid for the affected journey.

Where the applicable cancellation conditions provide for an administration charge, that amount will be deducted from the refundable amount.

Refund calculations may also take account of any applicable discounts, promotional credits, Bye Points, partial payments, previous refunds or other adjustments associated with the booking.

A refund will not normally exceed the amount actually paid for the affected booking or journey.

24. Refund Processing

Once a refund has been approved, OTS Taxi and/or Bye Airport, as applicable to the payment arrangement, will arrange for the relevant amount to be submitted for processing.

The time required for the refunded amount to appear in your account depends on the payment method, payment provider, card issuer or financial institution involved.

Processing times controlled by banks, card issuers or payment service providers are outside Bye Airport's direct control.

25. Refunds to the Original Payment Method

Refunds will normally be returned to the original payment method used for the booking.

We may be unable to send a refund to a different card, bank account or person where doing so would create payment security, fraud prevention, regulatory or technical concerns.

If the original payment method is no longer available, you should contact us so that the circumstances can be reviewed.

26. Bye Points and Refunds

If Bye Points were offered and used for your booking, any refund may take account of the Bye Points applied to that booking.

Where appropriate, eligible Bye Points may be returned to the customer's Bye Airport account rather than refunded as cash.

Bye Points have no cash refund value except where expressly required by applicable law or the specific terms governing the Bye Points programme.

Bye Points earned from a booking that is subsequently cancelled, refunded, charged back or otherwise reversed may be cancelled or deducted from the customer's Bye Points balance.

27. Additional Services and Charges

A booking may include additional services or charges such as Meet & Greet, airport charges, parking, road charges, congestion charges or other journey-specific services.

The refund treatment of these amounts may depend on whether the relevant cost has already been incurred, committed or supplied at the time of cancellation.

Where an additional service or charge remains recoverable and has not been incurred, it may form part of an applicable refund.

28. Chargebacks and Payment Disputes

If you believe that you are entitled to a refund or that there is a problem with a booking, we encourage you to contact OTS Taxi first so that the matter can be investigated and resolved.

If a payment is disputed or becomes subject to a chargeback, OTS Taxi and/or Bye Airport may provide relevant booking, payment, communication and journey information to the payment processor, card network, bank or card issuer handling the dispute.

Nothing in this section prevents you from exercising any rights available to you under applicable law or through your payment provider.

29. Exceptional Circumstances

Exceptional circumstances may occasionally affect a booking, including severe weather, natural disasters, major road closures, airport closures, industrial action, public emergencies, government restrictions or other events outside the reasonable control of the parties involved.

Where such circumstances affect a journey, OTS Taxi and Bye Airport may work with the customer and relevant Transport Supplier to determine whether the booking can reasonably be changed, rescheduled or cancelled.

Any refund will depend on the circumstances, costs already incurred, services already provided, applicable booking conditions and any rights available under applicable law.

30. Complaints and Refund Requests

If you believe that a refund has been calculated incorrectly or that a service issue should result in a refund, contact [email protected] and provide your booking reference together with relevant information about the issue.

We may request supporting information that is reasonably necessary to investigate the request.

Depending on the circumstances, this may include communication records, photographs, receipts or other information relevant to the booking or journey.

Where the issue concerns the performance of a Transport Supplier or driver, OTS Taxi or Bye Airport may share relevant details of the complaint with the Transport Supplier so that the matter can be investigated.

31. Relationship with Our Terms & Conditions

This Refund & Cancellation Policy should be read together with the OTS Taxi Terms & Conditions and any additional booking conditions clearly presented at checkout.

The OTS Taxi Terms & Conditions contain additional provisions relating to the Bye Airport platform, Transport Suppliers, passenger responsibilities, delays, no-shows, liability, payments, disputes and other matters that may affect a cancellation or refund.

Nothing in this Refund & Cancellation Policy excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted under applicable law.

32. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes to our services, booking processes, business operations or applicable law.

The latest version will be published on the OTS Taxi website and the "Last updated" date will be changed accordingly.

The conditions applicable to a particular booking may also depend on the terms presented or agreed when that booking was made.

33. Contact Us

Questions, cancellation requests, refund requests or concerns relating to this Refund & Cancellation Policy should be directed to:

For assistance with an OTS Taxi booking, please use the contact details below.

OTS Taxi Limited

167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF, United Kingdom

Company number: 06783060

Email: [email protected]

Phone: +44 333 004 7131

OTS Taxi acts as a booking partner of Bye Airport, operated by BYE INT LTD (company number 16191838).