Changing your mind

Cancel more than 12 hours before your scheduled pickup and you are refunded in full, to the card you paid with, in the currency you paid in.

Refunds are issued within one working day of the request. How quickly the money reappears on your statement is your bank's decision, not ours — international card refunds commonly take five to ten working days.

Cancel less than 12 hours before pickup and we retain 50% of the fare. By that point the vehicle and the chauffeur are committed to you and cannot realistically be resold.

If you cancel because your flight was cancelled or rescheduled by the airline, this does not apply. Send us the airline's notification and you are refunded in full.

If you do not appear and we cannot reach you on the number you gave us, the fare is retained after the free waiting period expires.

This is the one clause where the flight number you gave at booking does real work: if you are on the aircraft and simply late, we know, and the clock has not started.

You receive a full refund, and we will make a genuine effort to find you an alternative with an operator we would use ourselves.

We would rather decline a booking in advance than accept one we cannot keep. If our car is committed, we will say so when you ask, not on the morning.

Changes of time, date, destination or vehicle are free where the car is available. Message the concierge with your booking reference.

Where the change alters the fare, we show you the difference and either collect or refund it before anything is confirmed.