Cancellation and waiting policy

Plans change. This page explains what happens when they do, and how waiting time works.

Cancelling a booking

• Cancel more than 24 hours before the pickup time and there is no charge.
• Cancel inside that window and we charge 50% of the fare, because the car and chauffeur are already committed.
• If nobody appears at the pickup and we cannot reach you, the booking is treated as a no-show and we charge the full fare.

To cancel, use Manage booking with your reference and the email you booked with, reply to your confirmation email, or message us on WhatsApp.

Changing a booking

Changes are free whenever we can make them. Send them as early as you can through Manage booking or WhatsApp. If a change makes the trip longer or adds stops, the price changes accordingly and we tell you before we confirm it.

Waiting time

• Airport pickups: 60 minutes of free waiting after your flight lands, which covers a normal wait for bags and customs.
• Other pickups: 15 minutes of free waiting from the booked pickup time.
• After that, waiting is charged at $1.25 a minute, and your chauffeur will message you before it starts.

Flight delays

We track your flight and move the pickup to the actual landing time. You are not charged for an airline’s delay. If your flight is cancelled, tell us as soon as you can and we will cancel or move the booking without a fee.

Weather and events outside our control

If severe weather or a road closure makes a ride unsafe or impossible, we will tell you as early as we can and cancel without a charge. We will always try to find another way to get you there first.

Refunds

Because there is no payment at the time of booking, a cancellation inside the window results in an invoice rather than a refund. If you have already paid for a ride that did not happen, we refund it in full.