Cancellation & Refund Policy

Contact us by any of the ways below and quote your booking reference. A cancellation takes effect when we receive it, so please tell us as early as you can rather than waiting.

Please do not cancel by telling the driver, or by simply not travelling. Neither reaches our office in time to count, and a booking nobody cancels is treated as a no-show.

What you pay depends on how much notice you give, counted back from the scheduled pickup time. These charges apply unless different terms were clearly stated to you when you booked.

“12 hours or more before pickup”

Cancel or change your booking at no charge. Anything you have already paid is refunded in full.

“Between 6 and 12 hours before pickup”

Half the fare is charged. If you have already paid in full, we refund the other half.

“Less than 6 hours before pickup”

The full fare is charged and nothing is refunded. By this point a vehicle and a driver have been committed to your journey and are no longer available to anyone else.

We look at exceptional circumstances fairly. A cancelled or badly delayed flight, a medical emergency or a bereavement are not situations we treat as a late cancellation — tell us what has happened and we will deal with it sensibly.

Every booking includes free waiting time, so an ordinary delay costs you nothing:

“Airport pickups”

Your driver waits up to 60 minutes from the time your flight actually lands. Give us your flight number and we follow the flight, so a delay does not use up your waiting time. Without a flight number, the 60 minutes runs from the arrival time on your booking.

“Cruise-port pickups”

Up to 60 minutes of waiting is included, measured from the pickup time on your booking, to allow for clearing the ship.

“Home, hotel, office and other pickups”

Up to 15 minutes of waiting is included, measured from the scheduled pickup time.

If the included waiting time runs out, you have not met your driver or contacted us, and we cannot reach you, the booking is treated as a no-show. The same applies if you leave the meeting area without telling us. A no-show is charged the full fare and is not refunded.

Need more waiting time? Just let us know — extra waiting is charged at £5 per 15 minutes and your driver will stay.

One telephone call prevents almost every no-show. If you are held up at baggage reclaim, at passport control, or anywhere else, ring us — we would far rather wait for you than charge you.

If we cancel your booking and cannot offer you a suitable alternative, you receive a full refund of everything you have paid for that journey. That applies however close to the pickup time it happens, and whatever the reason.

Where we can offer an alternative — a different vehicle of at least the same standard, or a different pickup time you are happy with — we will contact you first and let you decide rather than substituting it without asking.

A full refund is due where:

• You cancelled at least 12 hours before the scheduled pickup time;
• We cancelled the booking and could not provide a suitable alternative;
• A refund is required by law.

Half the fare is refunded where you cancelled between 6 and 12 hours before the scheduled pickup time.

A refund is not normally due where:

• You cancelled less than 6 hours before the scheduled pickup time;
• You left the pickup point without letting us know;
• The booking was made with the wrong date, time or pickup point, and the driver went there as booked;
• The booking was treated as a no-show;
• The journey had started and you chose not to continue;
• The journey has already been completed.

Spotted a mistake in your booking? Tell us as soon as you can and we will correct it — changes are free up to 12 hours before pickup (section 7). Wrong details only count against you once a driver has gone to the details you gave.

Whatever the timing, we will look fairly at what happened and may agree a refund where the rules above would not give one.

Refunds go back to the card or account the payment came from. We cannot send a refund to a different card, which is a rule of the payment system rather than ours.

We process refunds as soon as they are agreed. How long the money then takes to appear is up to your bank or card issuer, and is commonly five to ten working days. If it has not arrived after that, contact us with your reference and we will chase it.

If your plans have moved rather than disappeared, ask us to amend the booking rather than cancelling it. Changes are free up to 12 hours before your pickup time, and a new time, date, terminal, address or number of passengers is usually straightforward. Closer to pickup than that, we will still make a change wherever we reasonably can.

Where a change means a different vehicle or a materially different journey, the fare may change. We will tell you the new fare and confirm it with you before anything is altered.

Nothing in this policy limits any right you have under UK consumer law that cannot legally be excluded. If any part of this policy is inconsistent with those rights, your rights apply.

This page is a plain-English summary of sections 17 to 21 of our Terms & Conditions, and the Terms are the contract between us. If the two ever disagree, the Terms apply — and we would be grateful if you told us, because they are not supposed to.

If you are unhappy with how a cancellation or refund has been handled, contact us and we will look at it again. If we cannot resolve it between us, you may be able to take the matter to Citizens Advice or the relevant licensing authority.