Free Cancellation, Explained: What 12 Hours Actually Covers

Cancel any booking up to 12 hours before its scheduled pickup time and you get a full refund to the original payment method — no cancellation fee, no partial refund, and no need to explain why. It applies the same way across every vehicle category and every route within our service area, whether you booked a Standard car for one person or a Minibus for a group.

The refund goes back to whatever you paid with — the same card, wallet or Klarna payment used at booking — rather than as a credit or voucher toward a future trip.

• A flight rebooked to a different day or a noticeably different time before the 12-hour cutoff arrives.
• A meeting, conference session or itinerary item that moves earlier or gets cancelled outright.
• Booking early — sometimes weeks ahead — while a flight or a schedule is still provisional, without worrying about being locked in.
• A trip that simply changes shape: a plan for two people that becomes a plan for one, or a transfer that turns out not to be needed at all.

Once you're inside 12 hours of pickup, the booking is treated as locked in for automatic refund purposes — a driver is typically already allocated to it by that point. That doesn't mean there's nothing to be done: contact us directly and we'll always look for a fair solution, whether that's adjusting the pickup time, moving the booking, or something else that fits what's actually changed.

The distinction is simply between what's automatic and what needs a conversation — outside 12 hours, cancellation is unconditional and immediate; inside it, it's a case we look at directly rather than a blanket rule.

1. Find your booking confirmation email — it has a link to manage the booking and the contact details for reaching us directly.
2. To cancel outside the 12-hour window, use the cancellation option there; the refund to your original payment method is automatic.
3. To change a pickup time or route rather than cancel outright, contact us with the new details — reachable through the same booking confirmation.
4. Inside the 12-hour window, contact us directly rather than relying on self-service cancellation, so we can work out the right option for your specific situation.