Policies
Cancellation policy
Notice periods are set by how hard the vehicle is to re-deploy. A sedan can be given another job in an hour; a coach reserved for a wedding cannot.
Notice periods
By vehicle and by kind of booking
| Booking | Free cancellation until | Inside the window |
|---|---|---|
| Executive or luxury sedan, executive or luxury SUV, point to point | 4 hours before pickup | Full fare |
| Sedan or SUV, hourly reservation | 12 hours before start | The minimum hours for the class |
| Stretch limousine, executive Sprinter, Sprinter shuttle | 24 hours before pickup | Full fare or the minimum hours, whichever applies |
| Mini coach, motor coach | 72 hours before pickup | Full fare |
| Event, conference and shuttle programmes | 7 days before the first movement | As stated on the programme quote |
| Financial roadshows, weddings, proms, holiday dates and major-event days | As stated on the quote | As stated on the quote; some dates are non-refundable once reserved |
Where a quote or confirmation states a different period, the quote governs. Reservations made inside a notice period are accepted on the understanding that the period has already passed.
No-shows
When the passenger does not appear
A no-show is charged the full fare. Before it is treated as a no-show, the chauffeur waits for the full allowance for the pickup type, calls and messages the number on the reservation, and the desk tries the account contact. At airports the allowance is counted from the actual landing time, so a delayed flight is never a no-show. If you cannot find the chauffeur, call the desk before leaving the pickup point; the fare is not charged when we can be shown to have been in the wrong place.
Changes
Moving a reservation instead of cancelling it
Changing the time, the address or the vehicle class outside the notice period is free. Inside the notice period, a change that we can accommodate is made without a cancellation charge; a change that reduces the booking below its minimum, or that we cannot resource, is treated as a cancellation of the original and a new reservation. A change to a higher class or a longer booking is re-quoted in writing before it is applied.
Cancellations by us
Weather, road closures and vehicle faults
If we cannot provide the reserved class we substitute a vehicle of equal or higher class at the original fare. If we cannot provide any vehicle because of severe weather, a road closure or an event beyond our control, we tell you as early as possible and the fare is refunded in full. We are not liable for onward costs such as missed flights, but we will do everything reasonable to prevent them, including sourcing a vehicle from another operator at our expense.
How to cancel
Reply, call or chat
Reply to the confirmation email, call (877) 860-3388 at any hour, or use the chat window. The cancellation is confirmed by email, and that email is the record. Cancellations are timed from when they reach the desk, not from when they were sent.