Legal
When a cancellation is free, when the full fare applies, and what happens if we are the ones who cannot proceed.
This page exists to be read in a hurry. Cancel 24 hours or more before your scheduled pickup time and you are refunded in full. Cancel inside that window, or do not travel, and the full fare applies. If we are the ones who cannot proceed, you are refunded in full. Those are the rules, they are the same for every client, and there is nothing further hidden in a longer document.
Cancel 24 hours or more before the scheduled pickup time and you are refunded in full. There is no cancellation fee and no administration charge. The 24 hours is counted back from the pickup time stated on your confirmation, so a 09:00 collection can be cancelled without charge at any point up to 09:00 the day before.
Cancel less than 24 hours before the scheduled pickup time and the full fare is charged, with no refund. Inside that window the chauffeur and the vehicle are committed to you and cannot be offered to anyone else, which is the whole reason the line exists. Tell us as early as you can: the earlier it is, the more likely it falls the right side of it.
If the passenger does not appear at the agreed collection point and cannot be reached, the full fare is charged and there is no refund. Your chauffeur waits for the time included in your booking before that point is reached, and will try to reach the number you gave us. A journey you no longer need is always better cancelled than left as a no-show.
If Chauffeurs World or the operator fulfilling your journey cancels a confirmed booking and cannot provide the service agreed with you, you are refunded in full. That applies whatever the reason on our side, and it applies to the whole fare rather than a part of it. Where we can, we will offer an alternative first; the refund stands if we cannot, and taking it is your choice rather than ours.
Tell your contact or the Private Office and we will try to move the timing, the route or the vehicle instead. Where we can re-arrange a journey there is nothing to refund, because the booking continues rather than ending. Where a change cannot be accommodated it is treated as a cancellation, and the rules above decide what applies by reference to the original pickup time.
If your situation does not fall clearly under one of the rules above, a coordinator looks at it and tells you what we can do. We would rather say that plainly than publish a policy that appears to answer every case and does not. Nothing on this page limits your rights as a consumer where consumer law applies to your booking.
