Cancellation & Refund Policy

Unless the product you booked sets out its own terms, our standard parking policy is:

Free cancellation up to 24 hours before your date of travel. After that the booking is non-refundable. Amendments are free up to 24 hours before travel, subject to availability.

In other words: cancel more than 24 hours before your travel date and you get your money back. Cancel inside that 24-hour window, or don't turn up, and the booking is not refundable. Changes — dates, times, vehicle — follow the same 24-hour window and depend on the operator having space.

Where a product sets its own terms. Some car parks publish cancellation terms of their own. Where they do, those terms apply instead of the standard policy above. They are shown on that product's page before you book and repeated in your booking confirmation, so you always see the rule that applies to you.

Hotel cancellation terms are set by the individual room rate, not by Sento. We show the rate's terms on the rate itself before you book, at checkout immediately before you pay, and in your confirmation email. There are two states:

• Refundable rates — shown as "Free cancellation until [date, time]". Cancel before that deadline and the accommodation charge is refunded in full. The deadline is converted from the supplier's UTC+0 timestamp into the relevant local time and the timezone is named, so there's no guessing.
• Non-refundable rates — shown as "Non-refundable". Once booked, the rate cannot be cancelled, amended or refunded. That includes non-arrival.

To be completely plain about it: where a rate is marked non-refundable, no refund is available at any notice period. Cancelling three months out is treated the same as cancelling on the day. This is a condition of the rate itself, not a notice-period rule we apply — it's the trade-off for the lower price, and it's why we label it as visibly as we label the price.

Occasionally a supplier gives us no usable cancellation data. In that case we show "Check cancellation terms" rather than guessing. We never present missing data as free cancellation. If you see that label and want certainty before you pay, email us and we'll confirm the hotel's policy in writing.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most things you buy online come with a 14-day right to change your mind. Accommodation and parking booked for specific dates are among the categories the Regulations exempt from that right. That exemption is the reason the cancellation terms of your rate or product govern your booking, rather than a 14-day cooling-off period.

Nothing on this page affects rights that cannot be excluded by law — including your rights under the Consumer Rights Act 2015 to services carried out with reasonable care and skill, and your right to a remedy where a booking is misdescribed or not provided. If we get something wrong, those rights still stand and this policy does not sit above them.

If we have to cancel your booking — supplier failure, suspected fraud, or an obvious pricing error — and you are not at fault, you receive a full refund, and we'll help you find an alternative where we can.

There are two ways:

• Manage Booking — use the link in your confirmation email. It's the fastest route and it shows the terms that apply to your booking.
• Email us at hello@sento.travel with your booking reference. A person reads it.

Refunds go back to the original payment method, in the currency you were charged. We issue eligible refunds within 14 days. Your bank may take up to 10 working days to show it.

For the wider contractual position, see our Terms & Conditions.