Refund Policy

How to ask for a refund

Tell us as early as you can. The ladder above is measured against the pickup time, so an hour matters.

• Call us, or email with the booking number in the subject line.
• Cancelling from the booking page or in your account also works, and is timestamped automatically.
• We confirm in writing what has been cancelled and what will be refunded, before anything is processed.
• If you think a charge is wrong, tell us before disputing it with your bank. It is almost always faster to fix directly.

How long a refund takes

• Approved refunds are returned to the card or account that paid, usually within 5 to 10 business days.
• How quickly it then appears on your statement is your bank's timing rather than ours.
• We cannot refund to a different card, to a different person, or by any other method. That is a rule of the payment network, not ours.
• A partial refund is processed as one amount, not as a series of adjustments.

When we cancel

If we cannot provide the service we agreed, you are refunded in full. No ladder, no proportion, no exceptions.

• A vehicle becomes unavailable and we have no equivalent to put in its place: full refund.
• Conditions make the journey unsafe to run: full refund.
• We will always offer an alternative vehicle or time first, and the refund stands if neither suits you.
• We do not charge a late-cancellation fee on a booking we cancelled.

What is not refundable

• Gratuity already paid to the chauffeur.
• Tolls, parking and congestion charges already incurred on a journey that ran.
• A journey that ran late because of traffic, weather or road conditions, which are outside our control.
• A no-show, where the passenger could not be reached at the pickup point after the included waiting time.
• A journey ended early by the chauffeur because of conduct that put someone's safety at risk.

Weddings and events

Bookings made months ahead have their own ladder, because the vehicle is held out of service for that date the whole time.

• 30 days or more before the event: full refund, less the administration fee shown on your booking.
• 14 to 30 days before: 50% refund.
• Under 14 days: no refund.
• This ladder replaces the standard one for any booking made more than 30 days ahead for a named event.

Disputed charges

• Every booking has an itemised receipt showing the fare and each charge added to it.
• If a line on it is wrong, tell us and we will correct it. We would rather fix a mistake than defend it.
• Where a charge is correct we will show you what it was for: the toll, the stop, the waiting, the seat.