Cancellation & Changes
We understand that travel plans can change. The policies below explain how cancellations, reservation changes, weather conditions, refunds, and other circumstances are handled for transportation and services provided by Brian Head Drivers.
Last updated: September 11, 2026
Standard Online Reservations
Standard Route Reservations are predefined, direct transportation services between the pickup and destination locations specified during booking. These reservations do not include customer-requested stops, waiting time, itinerary changes, or other customization. Stops or route adjustments may be made when reasonably necessary due to an emergency, safety concern, road or weather conditions, or other operational circumstances.
Standard Route Reservations are generally non-refundable. Where offered during checkout, customers may have the option to purchase Enhanced Refund Terms or other refund protection for an additional charge. This optional protection is separate from Brian Head Drivers’ cancellation policy and is administered by the applicable third-party provider. Eligibility, covered circumstances, documentation requirements, claims, and refunds under that protection are determined according to the provider’s applicable terms.
Purchasing refund protection does not change Brian Head Drivers’ cancellation policy. Customers who purchase refund protection should submit eligible refund requests through the refund-protection provider using the instructions associated with their booking.
Custom Transportation & Other Services
Custom Transportation and other services booked directly with Brian Head Drivers are reviewed and scheduled based on the specific details of each request. Once a reservation has been approved and payment has been received, the reservation is considered confirmed and Brian Head Drivers may reserve vehicles, drivers, and other resources specifically for that service.
Customer-requested cancellations, refunds, credits, and changes are handled at the sole discretion of Brian Head Drivers. Submission of a cancellation or change request does not guarantee a refund, credit, rescheduling, or modification of the reservation.
When circumstances permit, Brian Head Drivers may choose to accommodate a requested change, issue a full or partial refund or credit, or reschedule a service. Any such accommodation is determined on a case-by-case basis and does not create an obligation to provide the same accommodation for other reservations.
Last-minute cancellations, changes in travel plans, delays, missed transportation, reductions in the requested service, or other circumstances attributable to the customer may be non-refundable.
Weather, Road Conditions & Safety
Brian Head Drivers operates in a mountain environment where snow, ice, wind, road closures, traffic incidents, and rapidly changing weather conditions may affect transportation. The presence of winter weather or difficult driving conditions does not, by itself, cancel a reservation or entitle a customer to a refund.
Brian Head Drivers will determine whether a scheduled service can be performed safely and reasonably based on current conditions, road access, applicable restrictions, vehicle capability, and other relevant operational factors. Routes, pickup times, or travel times may be adjusted when reasonably necessary for safety or changing road conditions.
If Brian Head Drivers determines that it cannot provide a confirmed service due to unsafe conditions, road closures, vehicle or driver unavailability, or another circumstance that prevents Brian Head Drivers from fulfilling the reservation, the customer will receive a full refund of amounts paid directly to Brian Head Drivers for the affected service.
If transportation remains available but the customer chooses not to travel because of weather, road conditions, travel disruptions, personal preference, or changes to their plans, the reservation remains subject to the applicable cancellation policy and a refund is not guaranteed.
Delays, Late Arrivals & Missed Pickups
Customers are responsible for being ready at the confirmed pickup location at the scheduled pickup time and for providing accurate transportation and contact information.
If a customer is delayed, they should contact Brian Head Drivers as soon as possible. We will make reasonable efforts to accommodate delays when our schedule and other reservations permit; however, extended waiting time, significant delays, or changes to the scheduled pickup time are not guaranteed and may require additional charges or a modified reservation.
Brian Head Drivers is not responsible for delays caused by circumstances outside our reasonable control, including traffic, road closures, weather conditions, accidents, law-enforcement activity, or other travel disruptions. We will make reasonable efforts to communicate significant delays and complete the scheduled transportation when safely and reasonably possible.
A customer who is unavailable at the scheduled pickup location and cannot be reached may be considered a no-show. Missed pickups, no-shows, or transportation that cannot be completed because of customer-caused delays are generally non-refundable.
For airport pickups, customers should provide accurate flight information when requested. When Brian Head Drivers is aware of a flight delay, we will make reasonable efforts to adjust the pickup accordingly, subject to driver and vehicle availability and other scheduled reservations.
Reservation Changes & Modifications
Requests to change a reservation are subject to availability and are not guaranteed. Customers should contact Brian Head Drivers as soon as possible if they need to change a pickup time, date, location, passenger count, itinerary, or other reservation details.
Changes that increase the scope, duration, mileage, vehicle requirements, passenger capacity, or other requirements of a reservation may result in additional charges. Any additional amount required must be paid before the modified service is confirmed.
For Custom Transportation, changes to an approved or paid itinerary may require the trip to be reviewed and repriced. Customers may not reduce or remove previously approved services for the purpose of obtaining a lower price or partial refund after payment. Brian Head Drivers may, at its discretion, approve a credit, refund, or price adjustment when circumstances warrant.
Requested changes that cannot be accommodated do not automatically entitle the customer to a refund. If the original confirmed service remains available, the reservation remains subject to the cancellation policy applicable to that booking.
If Brian Head Drivers requests a material change to a confirmed reservation and the customer does not accept the proposed change, Brian Head Drivers will either provide a reasonable alternative or refund the amount paid directly to Brian Head Drivers for the affected service.
Refund Processing & Third-Party Services
Any refund approved or required under this policy will generally be returned to the original payment method. Processing times after a refund is issued may vary depending on the customer’s bank, card issuer, payment processor, or other financial institution.
Fees paid for optional products or services provided by a third party, including refund protection offered during the standard online booking process, are governed by the applicable third party’s terms and may not be refundable by Brian Head Drivers.
Claims or refund requests relating to separately purchased refund protection must be submitted through the applicable refund-protection provider. Brian Head Drivers does not determine eligibility for or administer claims under third-party refund-protection products.
Questions or Cancellation Requests
To request a cancellation, reservation change, or other assistance with an existing booking, contact Brian Head Drivers as soon as possible.
Phone or Text: (435) 677-6090
Email: [email protected]
Please include your name and reservation or Quote ID, if available, so we can locate your booking.