Corporate Chauffeurs · United Kingdom
Cancellation and refund policy
Plans change, and this policy explains what happens when they do. It sets out how to cancel or amend a chauffeur booking, how cancellation charges are structured and communicated, and how refunds are handled. It was last reviewed on 27 August 2026.
Section 01
1. How cancellation charges are structured
Chauffeur work is resourced ahead of time: a vehicle is held, a chauffeur is scheduled and other work is turned away. Cancellation charges reflect how much of that commitment can still be recovered when you cancel. The charges that apply to your booking are set out in your written quotation and confirmation before you commit. Where a sliding scale operates, the scale and the points at which it changes are stated in that confirmation, so you can see the position for your journey rather than a general rule. Bespoke work such as multi-vehicle bookings, wedding and event days, roadshows and journeys involving specially sourced vehicles may carry different arrangements. Those are always agreed in writing at the time of booking.
Section 02
2. How to cancel
Cancel through the channel you booked on so there is a written record. WhatsApp on +44 7775 554848 is the fastest route, and the contact page is available as an alternative. Please include the booking reference, the date and time of the journey and the pick-up location so we can identify it immediately. A cancellation left as a voicemail or mentioned in passing to a chauffeur is not a reliable record.
Section 03
3. When a cancellation takes effect
A cancellation takes effect when we receive it and acknowledge it in writing, not when you send it. Please wait for our acknowledgement before assuming a journey has been stood down. If you have not received an acknowledgement within a reasonable time, follow up rather than assume. The timestamp on our acknowledgement is what determines where your cancellation falls on the scale set out in your confirmation.
Section 04
4. Amendments compared with cancellations
Moving a journey by a modest amount, correcting an address or adjusting a pick-up time is normally treated as an amendment rather than a cancellation, provided the vehicle and chauffeur can still be resourced. A change that materially alters the booking, such as a different date, a much longer duration, a different vehicle class or a different city, may be treated as a cancellation of the original booking and the creation of a new one. We will tell you in writing when that applies before anything is charged.
Section 05
5. No-shows and failure to meet the chauffeur
A booking is treated as a no-show where the passenger does not appear at the agreed meeting point, the chauffeur cannot make contact using the number provided, and the waiting allowance set out in your confirmation has elapsed. No-shows are charged in full because the vehicle and chauffeur were provided as agreed. Please keep the lead passenger contactable on the mobile number given at booking, and call or message us the moment something changes at your end.
Section 06
6. Airport and station arrivals
Where you have given us a flight or train number, we monitor the arrival and adjust the pick-up where we can. This is why the flight number matters more than the scheduled time. If a flight is diverted, cancelled or heavily delayed, contact us as early as you can. We will do our best to re-time or re-plan the journey, and if that is not possible the position on charges is the one set out in your written confirmation.
Section 07
7. Cancellations by us
We may need to cancel a booking in rare circumstances, such as a serious vehicle defect, an accident, a chauffeur becoming unfit to drive, or conditions that make the journey unsafe. Where we cancel, we will tell you as quickly as possible and help you find an alternative where we can. Anything you have paid for that journey is refunded in full, and no cancellation charge applies to you.
Section 08
8. Events outside anyone's control
Severe weather, road closures, security incidents, industrial action and similar events can make a journey impossible for either side. Neither party is in breach of contract when that happens. In those circumstances we will discuss the fairest outcome with you, which may be re-timing the journey, moving it to another date, or refunding sums that have not already been irrecoverably committed on your behalf.
Section 09
9. How refunds are made
Refunds are made to the original payment method wherever possible, and to the person or organisation who paid rather than to the travelling passenger. Once a refund is issued, the time it takes to appear depends on your card issuer or bank rather than on us. We will confirm in writing when the refund has been sent so you have a record to check against your statement.
Section 10
10. Chargebacks and payment disputes
If you disagree with a charge, please raise it with us first. Most disputes come down to a detail in the confirmation and can be resolved quickly once we look at the booking record together. Raising a chargeback before contacting us tends to slow matters down, because the journey record then has to be assembled for your card provider instead of being discussed directly. Our complaints procedure is the proper route for anything unresolved.
Section 11
11. Account customers and corporate bookings
Organisations with an account may have cancellation arrangements agreed as part of that account, particularly where bookings are made in volume or on behalf of many travellers. Where such arrangements exist, they are recorded in writing and take precedence over the standard position for bookings placed on that account.
Section 12
12. Questions about this policy
If anything here is unclear, ask before you book rather than afterwards. We would far rather explain the position in advance than debate it later. Questions can be raised on WhatsApp at +44 7775 554848 or through the contact page, and formal correspondence can be sent to [To be supplied].
Section 13
Related legal documents
These documents are read together. Where one document conflicts with another, the document that deals most specifically with the subject applies to that subject.
Website Terms of Use · Booking Terms & Conditions · Conditions of Carriage · Payment Terms & Invoicing
Section 14
Questions about this document
If any part of this document is unclear, raise it before you confirm a booking rather than afterwards. Journey-specific requirements are agreed in the written quotation and confirmation, which take precedence over general guidance on this page.