Cancellation Policy
Last updated: 6 May 2026
We know plans change. Our cancellation policy is designed to be fair to both sides — generous when you give us notice, fair to our drivers when you don’t.
At a glance
| When you cancel | Charge |
|---|---|
| More than 2 hours before pickup | Free, no charge |
| Within 2 hours of pickup | 50% of the fare |
| Within 30 minutes of pickup | 100% of the fare |
| No-show at pickup | 100% of the fare |
| Cancelled by us (any reason) | Free, full refund |
How to cancel
Fastest way: WhatsApp +44 7352 802121 with your booking reference. We’ll confirm receipt within minutes during business hours.
Also fine: – Email bookings@chauffeurs.club – Reply to your booking confirmation
The time we use is the time we receive your message, not the time you sent it.
Why we charge for late cancellations
When you book a Chauffeurs Club journey, your driver is allocated to you and turns away other work. Our drivers are partners, not employees, and we believe in paying them fairly for their time.
A 50% fee within 2 hours covers your driver’s preparation and reservation cost. A 100% fee within 30 minutes covers the fact that the driver is already en route or waiting for you.
What counts as a no-show
A no-show is when:
- You aren’t at the pickup location at the scheduled time, and
- The driver has waited the full free waiting time (60 minutes for airport pickups, 15 minutes for all others), and
- The driver has tried to contact you on the mobile number you provided
Flight delays and airport pickups
If your inbound flight is delayed and we pick you up from the airport, we monitor your flight number and adjust the pickup automatically. There’s no cancellation or waiting charge for delays caused by your flight, provided you gave us the flight number when booking.
If your flight is diverted to a different airport, contact us as soon as you can. We’ll do our best to either redirect or to apply your fare to a new pickup, with no penalty.
If your flight is cancelled and you give us at least 2 hours notice, the booking is cancelled with no charge.
Cancellations by us
We don’t cancel often, but it can happen — vehicle breakdown, accident, illness. If we cancel:
- We refund the fare in full
- We try to source a replacement vehicle of the same or higher class at the same price
- For airport pickups in particular, we maintain backup capacity
If we cancel within 2 hours of pickup and can’t source a replacement, we’ll cover up to £75 toward an alternative taxi to keep you moving.
Amendments vs cancellations
Changing the time, address, or vehicle isn’t a cancellation:
- Up to 2 hours before pickup: amend freely, no charge
- Within 2 hours: we’ll do our best, but availability may be limited
Refunds
If a refund is due, we issue it within 5 working days to the original payment method:
- Stripe / card — refund hits your card within 5–10 working days depending on your bank
- Bank transfer / corporate — credit applied to your next invoice, or refunded on request
- Cash — refunded by bank transfer within 5 working days
Disputes
If you think a cancellation charge has been applied unfairly, email bookings@chauffeurs.club within 14 days. We review every dispute personally — we’d rather lose £75 than lose a customer.
Plans change. We get it. Just give us a heads-up where you can.