1. Before payment
If a customer stops before paying a deposit, no payment is taken. The vehicle is not confirmed or held until Velaire accepts the request and the relevant deposit or payment state is completed.
2. Customer cancellations
If a confirmed booking is cancelled, Velaire will review the timing, vehicle preparation, delivery costs, third-party commitments and whether the vehicle could reasonably be re-booked. Any cancellation charge should be proportionate to the real loss and work already committed.
3. Late cancellations and no-shows
Late cancellations, no-shows or failure to provide required documents may result in retained deposit amounts, preparation costs or other charges set out in the final booking confirmation or hire agreement.
4. Velaire changes or cancellations
If a vehicle becomes unavailable due to maintenance, safety, insurance, operational risk or circumstances outside Velaire's control, we may offer a replacement vehicle, move the booking or refund the relevant payment according to the confirmed terms.
5. Consumer fairness
UK guidance explains that cancellation charges and retained deposits should be fair and reasonable. For general context, see the GOV.UK guide on cancelling goods or services.
Customers should contact Velaire as early as possible if plans change. Earlier notice gives the best chance of adjusting the reservation cleanly.