The 48-hour window
Cancel more than 48 hours before pickup and you are refunded in full. Inside 48 hours, and for no-shows, the booking is charged in full.
Airline cancellations
If the airline cancels your flight there is no charge, whenever that happens. We track the flight, so usually we know before you have finished queueing at the desk.
Changing rather than cancelling
Moving a time or an address is free before pickup, subject to a car being free. If the change makes the journey materially longer, we confirm the new fare before you accept it.
How waiting is counted
At airports, waiting starts at touchdown. Everywhere else it starts at the booked pickup time, with 15 minutes included before waiting charges begin.