Refund policy

Effective Date: 15 September 2025

At Mobility Companion (a trading name of CECILE HEALTHCARE UK LIMITED, Company No. 13723411, CQC Provider ID: 1-12588494532), we are committed to providing safe, supportive and reliable services. This Return & Refund Policy explains when refunds, returns, or credits may apply for bookings and purchases.

🚖 1. Transport Bookings

Cancellations by You

  • More than 24 hours before scheduled journey: Full refund of the booking amount, less any non-recoverable charges (e.g., parking/tolls already paid).

  • Between 24 and 12 hours before: 50% refund of the booking amount.

  • Less than 12 hours before or no-show: No refund.

Cancellations by Us

If we cancel a booking due to driver illness, vehicle issues, or other factors within our control, you will receive a full refund or credit towards a future booking.

If cancellation is due to events beyond our reasonable control (e.g., severe weather, road closures, emergencies), we will issue a credit or reschedule at no extra charge, but refunds are not guaranteed.

📦 2. Physical Products (e.g., Accessories, Mobility Aids)

We accept returns of eligible physical goods purchased through our online store in accordance with the Consumer Contracts Regulations 2013.

  • You have 14 days from receipt to notify us of your intention to return.

  • Goods must be unused, in their original packaging, and in resalable condition.

  • You are responsible for return shipping costs unless the item is faulty or misdescribed.

  • Refunds will be processed within 14 days of receiving the returned item.

Non-Returnable Items

  • Opened or used hygiene-related products (e.g., cushions, aids that contact skin).

  • Customised or personalised items.

  • Gift vouchers (see Section 3).

🎁 3. Gift Vouchers

All gift vouchers are non-refundable once purchased and cannot be exchanged for cash. They can, however, be used against any Mobility Companion service or product and are valid for 12 months from purchase date.

💳 4. Refund Processing

  • Refunds are made to the original payment method only.

  • Depending on your bank or card provider, it may take 5–10 business days for funds to appear in your account.

  • For partial refunds, only the relevant proportion of the fare or product price will be returned.

⚠️ 5. Exceptions

We reserve the right to refuse refunds if:

  • The service was completed as booked (e.g., passenger travelled as agreed).

  • The product shows signs of use, damage, or is not returned in original condition.

  • The request falls outside the stated refund periods.

📞 Contact Us

For questions about cancellations, returns, or refunds, please contact:

Mobility Companion
CECILE HEALTHCARE UK LIMITED (Company No. 13723411)
CQC Provider ID: 1-12588494532
📧 Email: info@mobilitycompanion.co.uk
📞 Phone: 020 4635 3355
🏠 Address: 1 Meadow View, Orpington, BR5 3EJ, United Kingdom