Cancellation & Refund Policy
Last updated
Plans change. This policy explains how to cancel or amend a confirmed journey, what notice we ask for, and how any refund is worked out and returned.
These policies are published in good faith and describe how Executive Chauffeurs UK works in practice. They are reviewed annually and reissued sooner where our operation or the law changes; the date at the head of each page shows when the current version was issued. If anything here is unclear, or you need a detail that is not published, our client service desk will answer on WhatsApp at +44 7775 554848 or through the contact page.
1. Scope of this policy
This policy applies to journeys confirmed under our Terms and Conditions of Booking. Where an account client has agreed separate cancellation terms in writing, those terms apply in place of the periods set out below.
Wedding, event, multi-day and multi-vehicle bookings carry their own schedule, because vehicles and chauffeurs are committed to them well in advance. The applicable terms are stated in the quotation for that work and are confirmed before any deposit is taken.
2. How to cancel or amend
Cancellations and amendments must be sent to the client service desk, either through the contact page or on WhatsApp at +44 7775 554848, quoting the journey reference. Please do not cancel through the chauffeur: they cannot record the cancellation, and the booking will remain live.
A cancellation takes effect at the time our desk receives it, and we will confirm that time back to you in writing. If you have not received a written acknowledgement, the booking should be treated as still in place.
Wherever possible, tell us early even if you are not yet certain. A provisional warning costs nothing and lets us hold the resource without committing you.
3. Notice periods and charges
- More than 24 hours before the booked pickup time: no charge, and any payment taken is refunded in full.
- Between 24 and 4 hours before the booked pickup time: 50 per cent of the quoted fare, reflecting the chauffeur time already committed.
- Less than 4 hours before the booked pickup time: 100 per cent of the quoted fare.
- After the chauffeur has been dispatched or has arrived at the pickup point: 100 per cent of the quoted fare, plus any tolls, parking or airport charges already incurred.
- Airport arrivals: no charge where the flight itself is cancelled and you tell us before the chauffeur is dispatched.
4. Changes rather than cancellation
Moving a journey is usually preferable to cancelling it. Where a booking is rescheduled to a new date or time with at least four hours notice and we have availability, we transfer the value of the original booking to the new one without a cancellation charge.
A rescheduled journey is requoted if the new route, timing or vehicle class changes the price, for example where the new slot falls in a period with different traffic conditions. Any difference is settled before the new journey takes place.
A journey may be rescheduled once without charge. Repeated changes to the same booking may be treated as a cancellation and rebooking, and we will tell you before that applies.
5. No-shows and failed pickups
A no-show occurs where the passenger does not appear at the confirmed pickup point, and cannot be contacted, once the included waiting allowance has been used. For an airport arrival, that allowance runs from the actual landing time, not the scheduled time, so a delayed flight will not create a no-show.
Before recording a no-show, the chauffeur waits the full allowance, the desk attempts contact on the number given for the booking, and for airport work the chauffeur checks the arrivals hall and any alternative exit for that terminal. A no-show is charged at the full fare plus any waiting time and parking incurred.
If you are delayed, held at immigration or cannot find the meeting point, one message to the desk resolves almost all of it. The chauffeur will stay in place for as long as we are told you are on your way, with waiting charged as normal.
6. Cancellation by us
We may cancel a booking where a vehicle becomes unserviceable and no replacement can be found, where conditions make the journey unsafe, or where an event outside our reasonable control prevents it. In each case we will tell you as soon as we know and refund in full anything paid.
We may also decline or cancel where a booking is placed on incorrect information, where payment is not received on the agreed terms, or where a previous journey ended under our Passenger Conduct policy. Where the cancellation is for one of those reasons, charges may still apply.
Where we cancel, our liability is limited to a refund of the fare. We will help you find an alternative arrangement wherever we can, but we cannot cover the cost of one booked elsewhere.
7. Refunds
Refunds are made to the original payment method. We aim to process them within three working days of the cancellation being confirmed, though your bank or card provider may take longer to show the credit.
Where a refund is partial, the calculation is itemised: the fare, the cancellation charge applied under this policy, and any third-party costs already incurred on your behalf, such as an airport car park entry or a prepaid toll.
Account clients are credited against their account rather than refunded to a card, unless they ask otherwise. Deposits on event and multi-vehicle work are dealt with under the schedule stated in the quotation for that work.
8. Consumer rights and disputes
Nothing in this policy affects the rights consumers hold under the Consumer Rights Act 2015 or the Consumer Contracts Regulations. Where a service is not carried out with reasonable care and skill, statutory remedies apply regardless of what is written here.
If you believe a cancellation charge has been applied wrongly, raise it with the client service desk in the first instance and it will be reviewed under our Complaints Procedure. We would rather correct a charge than defend one that should not have been made.