Cancellation Policy

Notice periods

• Sedans and SUVs — cancellation without charge up to the window stated on your confirmation, typically several hours before pickup in most markets
• Stretch limousines, stretch SUVs and Sprinters — a longer window, because the vehicle is taken out of service for your booking and cannot be re-sold at short notice
• Mini buses and motorcoaches — longer again, and tied to the driver scheduling the booking required
• Event, convention and wedding bookings — the window is set at booking and stated on the confirmation, and is normally measured in days or weeks
• Charter and multi-day engagements — governed by the charter agreement

The exact window is on your confirmation

Windows vary by market and by vehicle class, so rather than publish one number that would be wrong somewhere, the applicable window is stated in writing on your confirmation before you pay. If it is not clear, ask the desk and it will be restated.

No-shows

A no-show is a passenger who does not appear and does not contact us within a reasonable period after the confirmed pickup time — longer at airports, where the chauffeur is already waiting on tracked-flight terms. No-shows are charged in full because the vehicle and chauffeur were held.

If you cannot find the car, call the desk before you leave. Almost every no-show we see is a passenger standing at a different door from the chauffeur, and one phone call solves it.

Changes rather than cancellations

Moving a time is usually free and is not a cancellation. Changing the vehicle class is re-quoted. Changing the date on an event or wedding booking is treated on its merits — tell us early and we will do what we can.

Delays that are not your fault

Airline, rail and ship delays are never charged as wait time and never trigger a cancellation fee. If a connection collapses entirely, we rebook to the new arrival at no charge.

Get a fixed fare Talk to the desk