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How to cancel or change a booking, when a refund is available, and how refunds are paid.
We know travel plans change. This Cancellation Policy explains when a booking can be cancelled or changed, and when a refund is available. It forms part of our Terms of Service.
The simple version. Cancel well before your pick-up time and you are normally entitled to a refund. Cancel very close to pick-up, or do not show up, and a refund may not be possible. The exact deadline for your trip is always shown during booking and in your confirmation email.
To cancel a booking, contact us as early as you can. The fastest ways are:
Have your booking reference from your confirmation email ready — it helps us find your trip and act on your request quickly. A cancellation takes effect from the time we receive your request, so the sooner you contact us, the better the outcome is likely to be.
Whether a cancellation is refundable depends on how far in advance you cancel, measured against your confirmed pick-up time:
Always check your confirmation. The precise cancellation deadline for your specific trip is shown during booking and repeated in your confirmation email. Because conditions can vary by provider and destination, that deadline is what applies to your booking.
When a cancellation qualifies for a refund:
If your plans have shifted but you still need a transfer, you may not need to cancel at all. Many details — such as the time, a flight number or a pick-up address — can often be amended, especially when you let us know in good time.
Contact our support team with your booking reference and the change you need. We will confirm whether the change is possible and tell you about any difference in price before anything is altered.
A booking is treated as a no-show when the passenger does not appear at the agreed pick-up point, within the included waiting time, and has not cancelled beforehand. A no-show is generally not refundable, because the driver and vehicle were reserved and made available for the trip.
If you cannot locate your driver, please do not leave the meeting point or book alternative transport before calling our 24/7 support line. Many situations that would otherwise become a no-show can be resolved on the spot if you contact us straight away.
In the rare event that the transport provider is unable to carry out a confirmed trip, we will work to arrange a suitable alternative for you. Where a comparable alternative cannot be provided, you are entitled to a refund of the amount paid for that trip.
For airport pick-ups, your driver tracks your flight where a valid flight number was provided and adjusts to reasonable delays at no extra cost — so a late-arriving flight does not, by itself, mean you lose your transfer.
Significant disruption outside reasonable control — such as severe weather, road closures, strikes or other major events — can affect a trip despite everyone's best efforts. Where this happens, please contact support so we can look at the options available for your specific situation.
We understand that serious and unforeseen events sometimes make travel impossible. If you need to cancel because of exceptional circumstances, contact our support team and explain the situation. While the standard refund windows above are our normal rule, we will always look at genuine exceptional cases with care and fairness.
If you are unsure about the conditions on your booking, or you want to cancel or change a trip, our support team is available 24/7 and is happy to help.
Our support team is available 24/7 and is happy to walk you through anything on this page before or after you book.
