Cancellation & Refund Policy

You can cancel a booking by contacting us by email, WhatsApp, telephone or another channel we have confirmed a booking through. Please give us your booking reference and the date of travel so we can find your booking quickly.

• 2.1 Our standard cancellation period is 6 hours before your scheduled pickup time, unless a different period was clearly stated when you booked.
• 2.2 Cancel at least 6 hours before pickup and any amount you have prepaid will normally be refunded in full.
• 2.3 Cancel less than 6 hours before pickup and the booking may be charged in full — a prepaid amount will normally not be refunded in this case.

2.4 We will always consider genuinely exceptional circumstances fairly, and nothing in this policy limits any statutory right you have that cannot legally be excluded.

3.1 You may be treated as a no-show if you do not attend the agreed pickup location and cannot reasonably be reached once the waiting period included in your booking has passed.

3.2 For airport arrivals, your driver will normally wait for up to the included airport waiting period after your flight's actual arrival time. If you cannot find your driver, please contact us straight away rather than leaving the meeting point — leaving without contacting us may result in the booking being treated as a no-show.

3.3 A prepaid booking treated as a no-show is normally non-refundable.

3.4 Incorrect dates, times or flight numbers that you supplied, where the error prevents us from carrying out the journey, may also result in the booking being treated as a no-show.

4.1 If you gave us a valid flight number, we will normally monitor your flight and adjust your pickup time for a delay — this does not by itself count as a cancellation, and does not normally result in a waiting charge for the delay itself.

4.2 If your flight is cancelled or diverted, contact us before you leave the airport so we can agree what happens next, rather than treating the booking as cancelled by default.

• 5.1 A qualifying refund is normally made to the same payment method you used to pay.
• 5.2 How long a refund takes to reach you depends on your bank or payment provider, and is outside our control once we have issued it.
• 5.3 Once your transfer has been completed, the fare is normally non-refundable.
• 5.4 If you choose not to use a confirmed transfer after the journey has already begun, no refund will normally be given for that journey.

If we ever need to cancel a confirmed booking and cannot offer a suitable alternative, we will tell you as soon as possible and refund any amount you have prepaid for that booking in full.

Nothing in this policy affects your statutory rights as a consumer, including any right you may have to cancel under the Consumer Contracts Regulations or to a refund where services are not provided with reasonable care and skill.