Cancellation & Refund Policy

01Free cancellation

Reservations can be cancelled free of charge up to 24 hours before the scheduled pickup time. Where payment has already been taken, the full amount is refunded.

02Late cancellation

Cancellations made less than 24 hours before pickup may be charged in part, because the vehicle and driver have already been reserved for your journey. We always review these case by case, particularly where the reason is outside your control.

03No-show

If a passenger cannot be located at the agreed pickup point and does not respond to contact attempts after the included free waiting time has elapsed, the transfer is treated as a no-show and the fare remains payable.

If you cannot find your driver, call or message us before leaving the pickup area so we can resolve it.

04Delayed or cancelled flights

We monitor arriving flights and adjust the pickup time to the actual landing time at no extra cost. If your flight is cancelled outright, let us know as soon as you can and we will either reschedule the transfer or cancel it free of charge.

05Changes to a reservation

Changes to the time, route, vehicle class or passenger count can usually be accommodated free of charge, subject to availability. Where a change moves the booking to a higher vehicle class or a longer route, the price is adjusted and confirmed with you first.

06Refund processing

Approved refunds are returned to the original payment method. Once processed, the funds typically appear within five to ten working days, depending on your bank or card issuer.

07Cancellation by us

In the rare event that we must cancel a confirmed transfer, we will tell you as soon as possible, arrange an alternative vehicle where we can, and refund the full amount if no suitable alternative is available.