Terms & Conditions
Cancellation Policy
Cancellation made 3 hours or earlier before the scheduled pick-up time is free of charge if the pick-up is within the London area. If the pick-up is outside of London, cancellation must be made 7 hours before the pick-up time to avoid charges.
Cancellation made less than 3 hours before the scheduled pick-up time (if pick-up is within the London area) or less than 7 hours (if pick-up is outside of London) will incur a 100% charge of the booking cost.
Waiting Time Policy
The app will notify the customer when the free waiting time has expired and the customer will be able to pay for extra waiting time online.
Pick-up from any address (excluding Airport pick-up):
Free waiting time from the booked pick-up time is 10 minutes. After the initial 10 minutes, there is an additional charge for driver waiting time + parking cost for every 15 minutes. A payment link will be provided by our customer service team. If not paid straight away, the driver will be allowed to leave after the free waiting time has expired.
Pick-up from Airports:
- Heathrow Airport: 45 minutes of free waiting time from the pick-up time.
- Gatwick Airport, Luton Airport, London City Airport, and Stansted Airport: 30 minutes of free waiting time from the pick-up time.
After the free waiting time, upon the driver's availability, an extra charge applies for driver waiting time + parking cost for every 15 minutes. A payment link will be provided by our customer service team. If not paid straight away, the driver will be allowed to leave after the free waiting time has expired.
Additional Amendment
Please note that any amendments to the original booking can incur extra charges. In case of amendments, a link for extra payment will be provided to the customer.
Customer No Show
In the case of a passenger no-show, after the free waiting time has expired, the driver will be allowed to leave if there is no communication from the passenger and no agreed extra waiting time has been paid.
The driver will be assigned to the customer's booking a few hours before the journey and the customer will be notified. In case no information is received about the driver, at the pick-up time please kindly call our customer service team or message us via WhatsApp or email. All this information can be found on our website.
Should you have any queries or require further assistance, please feel free to contact us using the contact details, WhatsApp, and chat messages available on our website.