Life changes. Our cancellation policy is built to be fair to both our travellers and our drivers (who hold time open for you). Here's how it works.
Standard cancellation window
- Free cancellation — any time up to 24 hours before your pickup. Your full fare is refunded.
- Within 24 hours of pickup — 50% of the fare is refunded; the remainder is retained.
- Within 2 hours of pickup or no-show — the full fare is charged. Your driver has already been dispatched.
Amendments
Minor changes (passenger name, phone, flight number, pickup time ±60 minutes) are free and can be made any time up to dispatch. Major changes (route, vehicle class, or pickup date) may trigger a re-quote — we'll confirm the new price before applying.
Flight delays and cancellations
For airport pickups, your chauffeur's arrival adjusts automatically to your actual landing time — no charge, no action needed. If your flight is cancelled entirely and you contact us before dispatch, we waive cancellation fees and process a full refund.
Our cancellations
If we cancel for any reason (vehicle issue, driver illness, force majeure) we dispatch a replacement at our cost or refund you fully, and where relevant we cover reasonable alternative transport up to the value of your original fare.
Refunds
Card refunds post to your original payment method within 5–10 working days. PayPal refunds are usually instant. Pay-on-arrival bookings don't need a refund — nothing was charged.
Hourly bookings
Hourly packages follow the same windows. Extending an hourly booking on the day is free subject to availability; shortening it doesn't reduce the package fare (the driver has blocked the full duration).
Corporate accounts
Corporate clients with an SLA may have different cancellation terms negotiated in their contract. Check your account dashboard or ask your account manager.
Contacting us
To cancel or amend, sign in to your account at /account/bookings, or call 24/7 support on +44 20 8434 9545. Email changes are not guaranteed to be actioned in time for short-notice pickups.