If you need to cancel or change a booked minicab journey, the charges you may face depend on how much notice you give and whether a driver has already been allocated or dispatched. As a licensed London private hire operator, all our journeys are pre-arranged—whether you’re travelling to Heathrow Airport, a Meet & Greet at King’s Cross Station, or a corporate meeting in the City. Our minicab cancellation policy ensures fairness for both you and our drivers, so it’s worth checking the terms when you book.
Since we don’t operate as a street-hail taxi service, your booking is confirmed in advance, and prices are only finalised by the office before travel. This means changes or cancellations can sometimes incur fees, depending on timing. Below, we explain how notice affects your booking and what steps to take if you need to adjust or cancel.
If you’re unsure about your booking terms, contact our customer support team between 8am and 6pm for clarification.
When does the cancellation policy apply?
The minicab cancellation policy applies to all pre-booked journeys, including Airport Transfers, Hotel Transfers, Business & Corporate Travel, and even leisure trips like Group & Family Transfers or Wedding Services. Whether you’ve arranged a saloon for a single passenger or an 8-seater for a large group, the same rules govern cancellations and changes.
Key factors that determine whether you’ll face charges include:
- The amount of notice you give before your scheduled departure time.
- Whether a driver has already been allocated to your booking.
- Whether the driver has left their depot or is en route to pick you up.
If you cancel with plenty of time to spare—typically more than 24 hours before departure—you’re less likely to incur fees. However, if you cancel last-minute or after a driver has been sent, charges may apply to cover the driver’s time and expenses.
How much notice do you need to cancel without charges?
There’s no fixed rule for how much notice is “plenty of time,” as it depends on your booking type and demand. For example, cancelling a Private Jet & Charter Transfer from Gatwick Airport at short notice may have different implications than a standard London Transfers booking. However, as a general guideline:
- 24+ hours’ notice: Cancellations made well in advance are usually accepted without penalty. This gives us time to reallocate the driver to another booking.
- Under 24 hours’ notice: Charges may apply, especially if a driver has already been assigned or is preparing to leave the depot.
- After driver dispatch: If the driver is on their way to pick you up, cancellation fees will almost certainly apply, as the driver’s time and fuel costs are no longer recoverable.
Always check your booking confirmation for specific terms, as these can vary slightly depending on the service—for instance, Executive Transfers or By the Hour hire may have different policies.
What happens if you change your booking?
Amending a booking—such as changing pickup times, locations, or vehicle types—follows similar rules to cancellations. The closer to your scheduled departure you make changes, the more likely you are to face fees. For example:
- Changing the pickup time by a few hours with plenty of notice is usually fine.
- Moving the pickup location significantly (e.g., from Victoria Station to Clapham Junction Station) may require reallocating a driver, which could incur costs.
- Upgrading or downgrading your vehicle type after a driver has been assigned may also result in fees.
If you’re unsure whether your change will affect charges, contact the office before making adjustments. Our team can confirm whether your requested change is possible and what (if any) fees apply.
What if you cancel after the driver has left the depot?
If a driver has already been sent to your location—whether they’re at the depot preparing to leave or already en route—cancelled bookings will typically incur the full fare for the journey, even if you don’t travel. This is because the driver’s time, fuel, and potential congestion charges are no longer recoverable.
In rare cases, such as genuine emergencies (e.g., a medical issue or family crisis), we may waive fees if you notify us immediately and provide evidence or explanation. However, this is at our discretion and not guaranteed.
To avoid unnecessary charges, always confirm your booking details well in advance and notify us of any changes as soon as possible.
How to cancel or change a booking
If you need to cancel or amend your booking, follow these steps to minimise potential fees:
- Check your booking confirmation: Review the terms and conditions attached to your reservation, especially the cancellation policy.
- Contact the office: Call or email our customer support team between 8am and 6pm. Provide your booking reference and explain the changes or cancellation.
- Give as much notice as possible: The earlier you inform us, the better your chances of avoiding fees.
- Confirm any fees in writing: If charges apply, the office will confirm them before you proceed. Prices quoted online are indicative and will be finalised at this stage.
If you’re unsure whether your situation qualifies for a fee waiver, it’s always worth asking. While we can’t guarantee exceptions, open communication helps us find the best solution.
What if you don’t cancel but fail to show up?
Failing to turn up for a booked journey without notifying us is treated as a cancellation with no notice. This means you’ll be charged the full fare for the journey, as the driver will have been dispatched to pick you up. Additionally, you may be required to cover any additional costs, such as waiting time or return-to-depot fees.
To avoid this, always inform us if you’re running late or unable to make your booking. Even a quick message can help us manage the driver’s time more efficiently.
If you’ve booked a Cruise & Seaport Transfers service or a Leisure Travel trip, delays can also affect connections, so keeping us updated is especially important.
Final tips for hassle-free bookings
To ensure a smooth experience with minimal risk of cancellation or change fees:
- Book well in advance, especially for peak times (e.g., early mornings, late evenings, or around Heathrow Airport or Stansted Airport).
- Double-check your booking details, including pickup times, locations, and passenger numbers.
- Notify us immediately of any changes or cancellations—even if you’re unsure whether fees will apply.
- Keep your booking reference handy for quick reference when contacting support.
- For complex trips (e.g., multi-stop Business & Corporate Travel or large Group & Family Transfers), confirm all details in writing before finalising.
Our team is here to help, so don’t hesitate to reach out if you have questions about your minicab cancellation policy or need assistance with your booking.