Plans change. Most cancellations on this platform cost nothing, and the ones that do cost something are set out here so the figure is never a surprise.
Cancelling as a passenger
More than 24 hours before pickup — free. Cancel through your booking confirmation or the contact form and you are charged nothing. If you have already paid, the full amount is refunded.
Between 24 and 2 hours before pickup — free for most journeys. Standard point-to-point journeys carry no charge in this window. Full-day hires, multi-day bookings and wedding or event bookings may carry a charge of up to 25% of the fare, because the operator has turned other work away to hold the vehicle. Where a charge applies it is stated on the booking screen before you confirm.
Less than 2 hours before pickup — up to 50%. By this point the driver is usually committed to your journey and may already be travelling to you.
After the driver has arrived — up to 100%, less any amount the operator can reasonably recover.
No-shows
If you are not at the pickup point and cannot be reached, the driver waits for the included period — 15 minutes for a standard journey, 60 minutes for an airport arrival, measured from the actual landing time rather than the scheduled one. After that the booking is treated as a no-show and charged in full.
Airport pickups are deliberately generous here. Immigration queues and baggage delays are not within your control, and a policy that penalises you for them is not a fair one.
When the operator cancels
If an operator cancels, you pay nothing and any payment is refunded in full. We will offer you the next available equivalent vehicle. If the replacement costs more than your original quote, you pay your original quote — the difference is not yours to cover.
Repeat cancellation by an operator is treated as a performance matter and can result in removal from the platform.
When we cancel
We may cancel a booking where a vehicle fails verification, where a document has lapsed, or where we have a safety concern. You pay nothing and we will tell you why.
Circumstances outside anyone's control
Where a journey cannot be made safely — severe weather, flooding, a closed road, civil disruption or a government restriction — the booking is cancelled with no charge to you and a full refund. Neither side pays a penalty for something neither side caused.
How refunds are paid
Refunds go back to the original payment method. Card refunds are issued within 3 working days of approval; how quickly the money appears then depends on your bank, and 5 to 10 working days is normal. Cash bookings are refunded by bank transfer, for which we will ask you for account details through the contact form — never by email.
We will never ask you for a card number, a PIN or a one-time password in order to process a refund. Anyone who does is not us.
Getting in touch
Every enquiry, complaint and request under this policy goes through the contact form on the main site. Choose the category that fits — booking, payments, cancellation, additional service, complaint, additional information or other — describe what happened and attach any evidence. That form routes your message to the team that can actually act on it and gives you a record of what you sent.
Last updated 23 August 2026.