Cancellation and refunds

Free of charge up to 24 hours before pickup. Within 24 hours, 50% of the fare is kept from a booking paid by card and shared between your driver and us in the usual proportion — a driver who holds a day for a trip that evaporates has lost that day.

A booking paid in cash carries no cancellation fee. To protect drivers, one set of contact details can hold at most two upcoming cash bookings.

A card payment is returned to the card you paid with. Banks usually take five to ten working days.

If your driver can no longer make a confirmed trip, we will try to offer you a suitable replacement driver. If we find one, the price you agreed does not change.

If no suitable replacement can be offered, you are refunded in full and pay nothing.

Your driver waits at the agreed point and contacts you. The current grace period is 30 minutes. For an airport pickup, give your flight number: your driver checks the landing time before setting off, and a late flight is never treated as a no-show, because for a booking with a flight number only our operations team can record one.

After the grace period your driver may record a no-show. If you were there, tell us within 48 hours: a no-show your driver reports becomes final only if it is not disputed in that time. A booking paid by card is then not refunded. A booking paid in cash carries no charge, but the same contact details cannot book with cash again for 90 days.

Bookings made before 15 September 2026 keep the rules that applied when they were made: free cancellation at any notice, and no charge for a no-show.

Mountain routes close. If a road is closed or conditions are genuinely unsafe we will move your trip or refund it in full. We would rather lose the booking than send you over a pass in the wrong conditions.