Refund & Cancellation Policy

You can cancel a one-off journey free of charge with at least 2 hours' notice, and pause or end a monthly package with two weeks' notice. If KinRoute ever has to cancel, we'll offer to reschedule or give you a full refund.

1. Payments
All journeys are paid in advance. Monthly packages are paid at the start of each month; one-off journeys are paid when the booking is confirmed. Prices are agreed in writing before any journey.

2. Cancelling a one-off journey
2 hours' notice or more: free of charge, with a full refund.
Less than 2 hours' notice, or a no-show: may incur a late cancellation fee, up to the full fare, as stated in your booking confirmation.

3. Monthly packages
Monthly packages run all year round, including half-terms and school holidays. During half-terms and holidays, please confirm the journeys you need (for example, to holiday clubs or camps) at least two weeks in advance.
Pausing or ending a package: please give two weeks' written notice.
A missed journey (for example, if your child is unwell) can't be refunded or carried over, unless you cancel with at least 2 hours' notice, in which case we'll credit it to your next month.

4. School closures and changes to the school day
Planned closures (INSET days, school trips, early finishes): let us know at least 48 hours in advance and we'll credit the journey or adjust the time at no extra cost. Unplanned closures (snow days, emergency closures): if you tell us before the driver sets off, the journey will be credited. If the driver is already on the way, the journey may be charged.

5. If KinRoute cancels
If we can't provide a booked journey, we'll tell you as soon as possible and offer to reschedule. If rescheduling doesn't suit you, you'll receive a full refund for that journey.

6. Circumstances outside our control
We'll always do our best, but we can't be responsible for disruption caused by severe weather, road closures, major incidents or other events outside our control. In these cases, we'll keep you informed and offer a credit or refund where a journey can't go ahead.

7. How refunds work
To request a refund or credit, email hello@kinroute.com with your booking details. Approved refunds are paid within 14 days, to your original payment method.
Credits are applied to your next monthly invoice.
This policy doesn't affect your statutory rights under UK consumer law.

8. Questions
Contact us at hello@kinroute.com or 020 3148 2882.

Last updated: 5 October 2026