The rule
More than 12 hours before pick-up: free. You get everything back.
Inside 12 hours: half the fare. A chauffeur has already been holding that slot instead of taking other work.
After the chauffeur has been dispatched to you: the full fare. At that point the car is on its way to your address.
How to cancel
While no chauffeur has been assigned yet, you can cancel it yourself from your booking page in one tap.
Once a chauffeur has been assigned, message the office and we will do it for you. This is not us being awkward. It is so the chauffeur hears at the same moment and does not drive across the city to an empty door.
If nobody appears
If we cannot find you and cannot reach you by the end of the free waiting window, which is 60 minutes at the airport and 15 minutes elsewhere, the ride counts as taken and the full fare applies.
Call the office before that window runs out and we will wait as long as we sensibly can. A phone call costs nothing and saves the fare.
If we cancel
If we cancel on you, you get the whole fare back, whenever it happens and whatever the reason.
The office tells you directly. You will not be left to work it out at the kerb.
Getting the money back
A refund goes back the way it came. Paid by link, it returns to the same card. Paid in cash, the office arranges it with you directly.
Corporate accounts see the credit on the next monthly invoice.
Changing instead of cancelling
Moving a booking to a different time is not a cancellation and costs nothing, as long as the chauffeur has not been dispatched.
If your flight moved, tell us the new flight number rather than cancelling. That is what the office is for.