Terms & conditions and cancellation policy

Booking and payment

Within 24 hours of receiving your booking request, we send you a secure payment link using the contact details you gave us.

• 30% deposit: payable in advance to confirm your booking.
• 70% balance: paid to your driver in cash on the day of your transfer.
• Currency: all cash payments are in pounds sterling (GBP).

Your booking is confirmed once we have received the deposit.

Cancelling a transfer

Please send all cancellations in writing to [email protected].

When we receive your cancellationYour refund 
More than 48 hours before the transfer | 100% of the payments received  
48 hours or less before the transfer | No refund: the full fare is payable 
Passenger no-show | No refund: the full fare is payable

Refunds cannot be more than the amount already paid. Where cancellation charges are more than the amount paid, any outstanding balance is subject to the booking agreement and consumer law.

Tips

Tips (gratuities) are not included in our prices. Tipping is entirely optional.

If you can’t find your driver

Please call your driver on the number in your booking confirmation, or call our office on +44 7702 787 600. We will help you find your driver and arrange your collection.

Important: please contact us before you leave the collection point or arrange other transport. If you leave without contacting us first, then, subject to consumer law, you pay:

• the full agreed transfer fare, and
• a one-off waiting fee of £40 (one hour of waiting time at £40 per hour). It is charged once and does not increase.

If your driver is delayed

We make every reasonable effort to arrive on time, but delays can occasionally happen for reasons beyond our control, such as heavy traffic, bad weather, road closures or diversions, accidents and other travel disruption. We will do what we reasonably can to keep disruption to a minimum, but we cannot accept responsibility for delays caused only by circumstances beyond our reasonable control where we have taken reasonable care. This does not affect your statutory rights.

If your driver has not arrived within 10 minutes of your pick-up time, please call your driver or our office on +44 7702 787 600.

If you are running late

Please contact your driver or our office as soon as possible. Early notice helps us adjust your collection where we can.

Flight, train and cruise delays

If your flight, train, cruise or other connection is delayed, please tell us your new arrival time as soon as you have it. We will make every reasonable effort to adjust your collection, subject to driver and vehicle availability.

To help make your journey safe, comfortable and on time, please:

• give us accurate booking details, including dates, collection and destination addresses, number of passengers and contact details;
• be ready at the collection point at the agreed time;
• tell us promptly about any changes or delays;
• follow the driver’s reasonable safety instructions;
• make sure children travel in the legally required, suitable child seats or restraints;
• tell us in advance about any special requirements, so we can discuss suitable arrangements.

For bookings, cancellations, journey updates or help finding your driver, email [email protected] or call +44 7702 787 600. All cancellations must be sent in writing by email.

By booking and paying the deposit, you confirm that you have read, understood and agree to these terms. All bookings are subject to UK consumer protection law, and nothing in these terms excludes or limits your statutory rights.

We recommend keeping a copy of your booking confirmation and these terms for your records.