Cancellation and refunds
Refunds depend on how far ahead of the scheduled pickup you cancel, and are always returned to the original payment method.
Amounts retained on cancellation are cancellation fees. Each order follows the policy confirmed when it was booked.
Cancel early
The earlier you cancel, the more of the fare is refunded. The exact hours and percentages are those shown on the booking page and on your order page.
Closer to pickup
The closer to the scheduled pickup you cancel, the larger the share of the fare that is retained; the balance is refunded.
Just before pickup, or no-show
Cancelling shortly before the scheduled pickup, or failing to appear at the pickup point, may mean no refund.
One-way bookings: on hold first, charged after we accept
For one-way online bookings where the fare is put on hold rather than charged at checkout (the booking page says so before you pay), the booking is made when we accept it. If you cancel before we accept, or we cannot accept the booking, the hold is released and nothing is charged. After we accept, the cancellation fee is a share of the total fare:
If we cannot provide the service
If we are unable to supply a vehicle for any reason attributable to us, you receive a full refund regardless of timing. Where our failure has caused you additional cost, we will discuss compensation with you directly.
Round trips: both legs share one hold
For round-trip online bookings where the fare for both legs is put on hold rather than charged at checkout (the booking page says so before you pay), charging and cancellation work as follows:
You can cancel yourself on the “My order” page and it is settled straight away under the rules above: if the payment is still on hold, any cancellation fee due is charged from the hold and the rest is simply released (nothing to refund); if it has already been charged, refunds go back to your original payment method and are processed within 5 to 10 working days; the time it takes to appear on your statement depends on your card issuer. Delayed flight: we meet you at the actual landing time, and waiting time starts when the flight actually lands. Cancelled flight (not your doing): tell us by WhatsApp or phone at least 4 hours before pick-up and we will refund you in full — please don't cancel it yourself on My order, as a self-cancellation is refunded by the tiers above. Border closures and other events outside your control: contact us as soon as possible to rearrange; they are not treated as cancellations.
Booking several cars at once
When you book several cars together, each car is a separate booking and is refunded under the tiers above on its own: you can cancel just one car, or cancel them all at once on My order. If you cancel the full-fare car (car 1) while the others still go ahead, we withhold one car's discount (plus the meet & greet fee, if you chose it) from car 1's refund — never below zero, and nothing extra is charged; if the other cars are later all cancelled too, the withheld amount is refunded to your original payment. If we cannot supply some of the cars for a reason attributable to us, those cars are refunded in full and the price of the others does not change.