Refund and Cancellation Guidelines for Taxi Bookings

Overview

When you book your taxi with Gatwick London Airport Taxi, you enter into a service agreement with us. This policy outlines:

• When cancellations are allowed
• Refund eligibility
• Charges, if applicable
• Special situations like no-shows and company cancellations

This policy applies only to cancellations and refunds and is separate from our Terms & Conditions.

Automatically Collected Data

To cancel your booking:

• Use the Manage Your Booking link from your confirmation email.
• Or email our customer support at [email protected]
• Or call our support team

All cancellations must be confirmed in writing by us via email. If you do not receive a confirmation email, please contact us to ensure your cancellation was received.

Cancellation Timing & Refunds

We offer refund eligibility based on when you cancel relative to your scheduled pickup time:

a. Cancellations with Ample Notice

• Cancel 24 hours or more before the scheduled pickup time:

➤ Full refund (minus any payment processing or bank fees)

b. Cancellations with Moderate Notice

• Cancel between 12 and 24 hours before pickup:

➤ 50% refund of the booking fare

c. Last-Minute Cancellations

• Cancel less than 12 hours before the scheduled pickup time:

➤ No refund

This tiered approach balances fairness for passengers and operational costs similar to structured policies seen in other UK taxi services.

No-Shows & Contact Availability

No refund will be provided if:

• You fail to arrive at the pickup location at the scheduled time and do not contact us within the complimentary waiting period
• You are not reachable by phone, message, or email using the contact details provided at the time of booking
• Incorrect or incomplete pickup details prevent the driver from locating you
• You leave the pickup location without informing us
• You cancel the booking after the driver has already arrived or been dispatched

This is because our drivers, vehicles, and operational resources have already been assigned and dispatched specifically for your booking.

Refund Process

If your cancellation qualifies for a refund:

• Refunds are processed to the original payment method
• Standard processing time is 3-7 business days , depending on your bank or card provider

We will notify you by email once the refund has been issued.

Cancellation by Gatwick London Airport Taxi

In rare situations, we may need to cancel your booking due to:

• Vehicle or driver availability issues
• Extreme weather or safety concerns
• Operational disruptions

If we cancel your booking:

• ✔ You will receive a full refund of the fare
• ✔ We will notify you with next steps or alternatives
• We strive to help rebook your transfer where possible at no extra cost.

Changes to Your Booking

If you want to change your pickup date, time, or location:

• Contact us as soon as possible
• Changes are subject to availability
• If the fare increases due to changes, you will be notified before confirming
• Last-minute changes (within 12 hours) may be treated as cancellations under this policy

Non-Refundable Fees

Certain fees cannot be refunded, including:

• Bank or payment processing fees charged by financial providers
• Service charges detailed at the time of booking

Where applicable, these fees will be stated during checkout.

Special Situations

Flight Delays

We monitor flight status and adjust pickup times within reasonable wait time provisions. If your flight is drastically delayed beyond operational capacity and we cannot fulfil the booking, we will issue a full refund.

Incorrect Booking Information

If incorrect pickup details are provided and the driver is dispatched, cancellation fees may apply, and refunds may be reduced or not issued

Contact & Customer Support

If you have questions or need assistance with cancellations or refunds:

We aim to respond to all refund and cancellation inquiries promptly.

Changes to This Policy

We may update this policy from time to time. The latest version will be indicated by a “Last Updated” date at the top of this page.