This Cancellation Policy explains when you can cancel or change a booking, what it costs, and how refunds are handled. It forms part of our Terms & Conditions.
1. Free cancellation window
You may cancel any booking free of charge up to 24 hours before the scheduled pickup time. Cancel inside that window and a charge applies, as set out below. The 24 hours are measured against the pickup time on your confirmation, not against the time you booked.
2. Charges inside the window
- More than 24 hours before pickup — no charge. Any payment taken is refunded in full.
- Between 24 and 2 hours before pickup — 50% of the fare is refunded, reflecting the driver already allocated to your journey.
- Less than 2 hours before pickup — no refund. The full fare is charged.
- No-show — where nobody is at the pickup point and we cannot reach you on the number given, the full fare is charged. See section 4.
3. Changing a booking instead of cancelling
Changes are usually easier and cheaper than cancelling. Times, addresses, and vehicle class can be amended free of charge more than 24 hours before pickup, subject to availability. Inside 24 hours, the pickup time can only be changed by phone. A change that materially increases the journey — a longer route, a larger vehicle, an extra stop — may alter the fare, and we will quote the difference before confirming. Contact us on +44 7471 282859 for anything urgent.
4. Waiting time and no-shows
Airport pickups include 60 minutes of free waiting from the moment your flight lands, and we track your flight number so a delayed arrival moves the pickup automatically at no cost. For non-airport pickups the driver waits 15 minutes free of charge. Beyond the included allowance, waiting is charged at the applicable hourly rate. A booking is treated as a no-show only after the free waiting period has elapsed and we have attempted to reach you.
5. If we cancel
We will only cancel a booking in exceptional circumstances — a vehicle becoming unroadworthy, a driver falling ill with no replacement available, or conditions that make the journey unsafe. Where we cancel, you receive a full refund, and wherever possible we will arrange an alternative vehicle first. We are not liable for consequential costs such as a missed flight, which is why we recommend allowing sensible margins on time-critical journeys.
6. Flight cancellations and delays
If your inbound flight is cancelled, tell us as soon as you know and we will cancel the transfer without charge regardless of how close to pickup it is. This applies to the flight number recorded on your booking, which is why giving it at the time of booking matters.
7. How to cancel
Cancel by replying to your confirmation email, by calling +44 7471 282859 at any hour, or by emailing [email protected] with your booking reference. A cancellation takes effect when we acknowledge it, so please call rather than email if you are close to the 24 hour boundary.
8. Refunds
Refunds are returned to the original payment method within 5 to 10 working days, depending on your bank. Account customers see cancellations reflected on the next monthly invoice rather than as a separate refund.
9. Contact
Any question about a cancellation or a refund: email [email protected] or call +44 7471 282859.