Frequently Asked Questions (FAQ)
Are you unsure about anything? Hopefully our frequently asked questions can answer some of your concerns!
All that we request is that you inform us of any significant detours at the time of booking and that you take into your consideration that any stops will delay your time of arrival, so please plan accordingly.
For repeat customers, we do not request a deposit and are more than happy to accept payment upon reaching your destination.
For new customers, occasionally we may request a deposit for the trip. An example of such a journey where a deposit might be requested would be if you request a pickup from an airport far away such as Heathrow and have never travelled with us before. However this would be a fully refundable deposit if you cancel the trip within our cancellation policy.
The remainder of the fee would then be payable upon reaching your destination.
Typically kids are always safest in their own car seat, specifically designed to their body height and weight. Therefore our preference is that whenever possible, kids use your own provided child seats. However we do have access to a selection of our own child seats available, so please do reach out if travelling with kids and wish for us to provide you with one.
We do not charge our customers for unexpected situations where a journey needs to be cancelled (as long as this is done with 24 hour in advance of the requested pick-up time). We understand that sometimes the unpredictable happens and for unforeseen reasons you simply can’t make it.
If you would like to cancel your booking with us, you can do this by emailing us with your booking reference and reason of cancellation. Alternatively you can call our Operating Centre.
Pre-paid bookings will be refunded in maximum 5 working days from the moment of cancellation.
If a booking is cancelled less than 24 hours prior to the schedule pick-up time by customer, there will be a cancellation fee applied, which depends on the time we were informed:
- Between 24 and 3 hours before pick-up time = 30% of journey price
- Between 3 hours and 1 hour to the pick-up time = 50% of journey price
- Once journey has commenced (driver on the way), or If you double booked with a different company, but failed to inform or cancel the journey with us, or If you have booked a journey with us, but did not turn up, we will require 100% of journey price.
Yes we do! We offer transportation services 24 hours a day, 7 days a week and 365 days a year (or 366 in leap years!). The only exception is 24th, 25th and 26th of December as well as 31st December and 1st of January – on these days we require prior booking in advance to ensure we have sufficient driver availability. It is a busy time of the year and our drivers also wish to spend Christmas and New Year with their families.
If you have any further questions, please do not hesitate and give our friendly team a call on 07393 839701 or send us a message using our Contact Us page.