Cancellation & Refunds

Cancellation

1. You can cancel a booking made through our website.
2. You must inform us via our website by filling the contact us form or by calling us and by providing us with the booking reference number.
3. Cancellation Clause could be triggered as per the cancellation cut-off time informed to you in the booking confirmation email. If you paid by card, you will get a full refund less card cost. If the cancellation is after the cancellation cut-off time, specified in the booking email and here under in these terms and conditions, then no monies will be returned. If you paid by cash, your profile will be marked, and you may not be able to make further bookings through our website unless you pay the cancellation charges.
4. If the driver does not turn up at the Agreed Pick-Up time within 30 minutes of the Agreed Time – or within 60 minutes if the pick-up point is an airport – then you have the right to cancel the booking and get a full fare refund, without any card costs deducted, only if you paid them in advance by card, as full and final settlement of any claim you might have in respect of such failure. However, if you choose to continue with the trip, no refunds will be made.
5. If you fail to be present at the agreed pick-up point within 15 minutes or fail to make contact with the driver or the office within 15 minutes, and if the agreed pick-up point is at an airport, this time limit is 30 minutes, then the driver has the right to assume your booking is deemed canceled and leave. In this case, you will not have any right to a refund of the fare paid.
6. It can take up to 7 working days to process your refunds.
7. All refunds will be made only to the card which was used to make that booking.

Cancellation Fee

1. Bookings can be canceled for a full refund less any card fees two hours before the agreed pick-up time. In any other circumstances, no refund will be made.
2. In a scenario where a driver has been dispatched and it can take him more than two hours to arrive at the agreed pick-up location, the value of the realistic time spent on that journey calculated at £25.00 per hour pro rata will be deducted from the fare, along with any card fee, and the rest of the money will be refunded.
3. In case the booking is made within a window of less than two hours, the full amount less the card fee, and less the driver dispatch time if the driver has been dispatched, will be refunded.
4. All our drivers are dispatched from Heathrow. In calculating the value of time in the cancellation clause above, travel time from Heathrow will be used as a reference.