The rule
While you have not paid anything, cancelling is completely free, at any hour and for any reason, because nothing has been collected from you. You tell us and the booking is closed.
Once a booking has been paid, the tiers below decide what comes back to you.
No partner company has accepted the ride yet: free, whenever you cancel. No car had been lined up for you, so we keep nothing.
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
As soon as you book, the ride is offered to our partner limousine companies, and one of them may accept it within minutes. Until a company has accepted it, you can cancel it yourself from your booking page in one tap.
Once a company has accepted it, message the office and we will cancel it for you under the same rules. 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
Free waiting is 60 minutes at the airport and 15 minutes anywhere else. At the airport it does not start when the wheels touch down: the office moves your pick-up to about 45 minutes after the actual landing, roughly when you walk out into arrivals, and the 60 minutes start from then. Passport control and the baggage belt are not your fault; if they run unusually long, tell the office and it can move the pick-up later still.
No booking is treated as a no-show until the office has tried you twice by phone and once in writing and the free waiting window has run out. Only then does the ride count as taken and the full fare apply.
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, or the partner company carrying out your ride cancels on its side, you are charged nothing and get back anything you paid, 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 in cash or by bank transfer, the office arranges the refund with you directly. Card payment is not connected to this site yet; once it is, a card refund returns to the same card, and banks typically show it within 5 to 10 working days of the refund being sent, a delay that sits with the bank rather than with us.
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. Once a partner company has accepted the ride and 12 hours or less remain before pick-up, the time can only be changed through the office, and if you later cancel, the charge is worked out from the pick-up time you had booked.
If your flight moved, tell us the new flight number rather than cancelling. That is what the office is for.