Important — Read This First
All cancellations must be made before the scheduled pickup time. If you attempt to cancel at or after the pickup time, your driver has already been dispatched and attended your pickup location. Under our no-show policy, no refund will be issued in this situation. Contact us using the relevant email address listed in the applicable policy section below.
No-Show Policy
When a booking is placed and confirmed, the driver is dispatched to your pickup location at the agreed time. Real costs are incurred — driver time, fuel, and vehicle availability — from the moment of dispatch.
A no-show fee applies, and none of the amount paid will be refunded, in the following circumstances:
- ✕You fail to cancel your reservation before the pickup time and do not appear at the pickup point on the confirmed date and time
- ✕Our driver calls you 3 times and your phone goes to voicemail upon arriving at the pickup point, and the driver cannot locate you
- ✕You mistakenly board another taxi before or at the time our driver arrives at your confirmed pickup address
- ✕You request cancellation at or after the scheduled pickup time
Airport Transfer Policy
No refund will be given in any of the following situations:
- ✕The passenger books an airport transfer for the wrong date
- ✕The passenger cancels the booking at any point after it is confirmed, for any reason
- ✕The passenger provides a wrong flight number or wrong airport
- ✕A flight delay causes the passenger's waiting time to exceed 30 minutes from the confirmed pickup time, without prior notification to the driver
- ✕Any other misleading information is provided at the time of booking
Train Station Drop-Off Policy
No refunds or partial refunds will be given to any passenger who misses their train when travelling with us during the following peak traffic hours (Monday to Saturday):
The Company and your driver are not in control of traffic conditions during these peak hours. Accordingly, you will not receive any reimbursement for your train ticket if your driver arrives late at your pickup point or at the train station as a result of rush-hour traffic during the hours listed above.
We strongly recommend booking your taxi with additional travel time when travelling to the train station during peak hours, particularly if you are catching a long-distance or commuter service.
Coach Station Drop-Off Policy
No refunds or partial refunds will be given to any passenger who misses their coach when travelling with us during peak traffic hours (Monday to Saturday):
The Company and your driver are not in control of traffic during these periods. No reimbursement for your coach ticket will be issued if your driver is delayed due to rush-hour traffic during the times above.
Prepaid Booking Policy
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No refund will be given if a prepaid journey is terminated part-way through the hire.
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All prepaid bookings that are cancelled or changed by the customer (for any reason, at any time before the journey, or at the time of pickup) will receive only a partial refund of 10% of the amount paid. See the 10% Partial Refund Policy below.
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All partial refunds will be returned electronically to the card used for payment. Refunds normally take 3–5 working days to process.
The 10% Partial Refund Policy — explained
The 10% partial refund applies to all customer-initiated cancellations of prepaid bookings, even with advance notice, because:
- Drivers (who are independent contractors) are allocated, often turn down other work, and are placed on standby specifically for high-priority or group bookings.
- Once dispatched or reserved, the company incurs real costs including driver availability, commitment, and administrative handling.
- The 10% retained covers administrative processing, driver allocation costs, and system fees that cannot be recovered once a booking is confirmed.
The remaining 90% will be refunded to the original card. Refunds are processed within 3–5 working days.
Chargeback & Dispute Policy
We take chargebacks seriously. If you raise a dispute with your bank or card provider without first contacting us, we reserve the right to:
- ✕Contest the chargeback and submit full evidence including GPS dispatch logs, driver call records, booking confirmation, and payment history
- ✕Blacklist the card and associated contact details from future bookings
- ✕Refer the matter to our legal team if the chargeback is found to be fraudulent or made in bad faith
Luggage Policy
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The amount of luggage must not exceed what you specified in your booking request. Exceeding this may result in additional charges.
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If you have oversized bags or multiple suitcases, please contact us before your booking to confirm they can be accommodated. Surcharges may apply.
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If a larger vehicle is required to transport excess or oversized luggage, the passenger will be required to cover the additional cost.
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When excess or oversized luggage has not been declared beforehand, the operator reserves the right to charge for the excess baggage or refuse to transport the items.
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It is the passenger's responsibility to ensure that all luggage, including hand luggage, has been loaded and off-loaded from the vehicle used for the journey.
Delays & Circumstances Beyond Our Control
Circumstances beyond our control may arise on the requested route for which the operator accepts no liability. These include, but are not limited to:
- !Customer safety incidents requiring deviation from route
- !Police operations, road closures, or diversions
- !Unforeseen traffic delays or congestion
- !Unforeseen road hazards, obstructions, or accidents
- !Criminal or terrorist activity
- !Exceptional weather conditions (snow, flooding, ice)
- !Unplanned marches, demonstrations, or organised disruptions
General Cancellation Timeline
The following timeline applies to standard bookings. Prepaid bookings are subject to the separate Prepaid policy above.
More than 1 hour before pickup Full Refund
Contact us immediately. A full refund can be processed within 5–10 business days.
30–60 minutes before pickup At Discretion
Contact us immediately by phone. Refund depends on whether the driver has been dispatched. No guarantee.
Less than 30 minutes before pickup Non-Refundable
Driver is en route. A refund cannot be guaranteed at this stage.
At or after pickup time No-Show — Non-Refundable
Driver has attended. This is recorded as a no-show. No refund will be issued.
Contact Us
Our team is available 24 hours a day, 7 days a week. For the fastest response, please use the specific email address that matches your query type.