Cancellation Policy

It is common that planned journeys can change anytime, and we know it. No issues! As per our cancellation policy, we accept free cancellations within 24 hours prior. Moreover, one-way pickups, 24/48 hours for selected luxury vehicles, and 24/48 hours for hourly & daily bookings.

Hourly & Daily Car Services

• Book by the Hour or Day: If you need a car for a few hours or a whole day, you can cancel for free as long as you let us know at least 24 hours before the job starts. For some fancy, high-spec cars, we need 48 hour’s notice.
• Late Cancellation Policy: If you cancel after the 24 or 48-hour window, we’ll have to charge you the full price for the job.

One-Way Trips, Return Trips, & Airport Pickups

• Single or Round Trips: For one-way rides or return trips, you can cancel for free up to 24 hours before we pick you up. Same goes for airport pickups and any ride from point A to point B.
• High-Spec Vehicles: If you book a super fancy or luxury car, we might need 24 or 48 hour’s notice depending on the vehicle.
• Far-Away Pickups: If your pickup spot is more than an hour’s drive or 15 miles from our base at Heathrow, you’ll need to give us 6 hours’ notice to cancel for free.

Standby Chauffeurs

• Sometimes you might ask a driver to be ready for you during certain hours or days. Unless you tell us otherwise, we’ll assume “standby” means 8:00 AM to 6:00 PM.
• If you decide not to use the driver we’ve set aside for you, we’ll charge the full daily rate unless you cancel within the free cancellation window (like 24 hours for hourly services).

No Refunds for Late Changes

• If you cancel with less than 24 hour’s notice (or 48 hours for some high-end cars), we can’t give you a refund. Any changes to your ride inside this time have to be okayed by both you and our booking team.

Drivers Staying Overnight

• If your trip means a driver has to stay away from home overnight and you cancel less than 7 days before pickup, you’ll owe us an admin fee. Plus, if we’ve already booked a hotel or place for the driver to stay, you’ll need to cover that full cost too.

What Happens If You Don’t Show Up

At Airports or Train Stations

• If you don’t show up after your flight or train lands, you’ll be charged the full ride price plus any parking fees and waiting time. Our driver will hang out for up to 1.5 hours (which includes 45 minutes of free waiting). If we don’t hear from you during that time, we’ll mark it as a “No Show.” After that, you’ll also pay for an extra 45 minutes of waiting and parking costs.

For One-Way or Return Trips

• If you don’t show up or cancel when the driver arrives, you’ll owe the full price for the trip or daily hire. The driver will wait 30 minutes past your pickup time. If there’s no word from you, it’s a “No Show,” and we’ll add 15 more minutes of waiting and any parking fees based on the type of car you booked.

Hourly & Daily Car Services

• Hourly Bookings: When you book a car by the hour, you get 10 miles free per hour. For example, a 4-hour booking gives you 40 miles, and a 10-hour booking gives you 100 miles. These miles are only for that day – you can’t save them for later.
• Daily Bookings: For daily hires, the miles and hours you use that day don’t roll over to the next day. Each day is a fresh start, and you’re charged for that day only. If you go over the included miles, extra charges kick in based on the car type, just like with hourly hires.

Extra Charges

• Late or Extra Time: If you’re running late after the free waiting time is up, or you add more hours or miles to your hourly booking, or make unplanned stops, you’ll need to pay the driver before your drop-off. You can use cash or a card (card has a 5% fee).

Other Stuff to Know

• Late Night Pickups: If we’re picking you up between 10:00 PM and 5:00 AM, there might be an extra 25% charge added to the full price. This depends on the job and if it’s a bank holiday.
• Price Changes: We can change our rates anytime without telling you first, but we’ll let all Easy Chauffeurs passengers know if prices go up or down.
• Holiday Fees: For rides on Christmas, New Year’s Day, Good Friday, or Easter Monday, we add a 100% surcharge to the normal price. On Christmas Eve and New Year’s Eve after 7:00 PM, and other public holidays, there’s a 50% surcharge.

International Payments & Other Rules

Paying from Outside the UK

• If you’re sending us money from another country, there’s a £7 fee for the bank transfer.
• All payments need to be in British Pounds (£ GBP).
• If you don’t pay in GBP, we’ll charge you any extra bank fees we get, and we might use the Late Payment Act to sort it out.

Special Security Requests

• If you ask for a personal protection officer (PPO), a close protection team, or bring your own security, we’ll send a chauffeur who’s trained in security and has an IAM qualification. These drivers cost a bit more per hour because of their extra skills.

Lost Stuff & Baggage Rules

• Too Much Luggage: If you’ve got way too many bags and the driver thinks it could mess up the car or make it unsafe, we can say no to carrying it. By law, private hire cars can’t put luggage on the seats. If there’s extra stuff that won’t fit in the trunk, your driver will team up with a black cab to move it for you.
• Delays on the Road: We’re not responsible if traffic or something else slows things down. Your driver will try their hardest to get you where you’re going on time, but they won’t break any traffic laws.
• Lost or Damaged Items: We’re not in charge of anything that gets lost or broken in our cars, no matter how it happens. Make sure you grab all your stuff before you leave the car! If you forget something and the driver’s already gone, we’ll charge you to bring it back.

Our Promise to You

• Relax knowing your chauffeur will look sharp, have a license, insurance, and know their way around the city you’re traveling in.
• All our drivers and cars have full private hire insurance, as required by UK law. But here’s the deal: your stuff is your responsibility. We’re super careful, but we can’t cover loss or damage to your things. It’s a good idea to get your own insurance for your belongings just in case!

General Information

How We Plan Your Ride

• When we give you a price for a trip (especially long ones), we start and end at our base at Heathrow (LHR). This applies if you book a car by the hour or just need a one-way ride.
• No Smoking: You can’t smoke in our cars – ever.
• No Eating: Eating food in our vehicles isn’t allowed. If someone makes a mess or dirties the car for any reason, they’ll have to pay a cleaning fee. This fee is the cost of a full day of standby because the car (and driver) will be out of action while we clean it up.

Travel Times

• Here’s how long it usually takes to get to or from Central London (W1 Mayfair) to different places. These times can change depending on traffic or weather:
  • Heathrow Airport (LHR): 1 hour and 15 minutes
  • Gatwick Airport (LGW): 1 hour and 45 minutes
  • London City Airport (LCY): 1 hour and 30 minutes
  • Biggin Hill Airport: 2 hours
  • Luton Airport (LTN) and Stansted Airport (STN): 1 hour and 30 minutes
  • Farnborough Airport (FAB): 1 hour and 30 minutes
  • Southampton Port: 2 hours and 30 minutes (for cruise transfers)
  • Dover Port: 2 hours and 30 minutes (for cruise transfers)

Booking Your Trip & Confirmation

How Booking Works

• Once you finish booking your ride, you’ll get a confirmation email right away in your inbox. Usually, a day before your trip, we’ll send you another email or text with info about your driver and car.
• You need to pay for your ride 48 hours before it happens. If there’s extra stuff like parking fees or waiting time (like for hourly or daily hires), we’ll add that to your bill at the end of the trip.

Your Job for a Smooth Ride

• It’s up to you to give us the right details so everything goes smoothly!
• If you’re getting picked up from a hotel or airport, you’ve got to tell us the hotel name, house or apartment number, and full pickup address with the postcode. For airports, we need the flight’s landing date, time, flight number (or tail number), where it’s coming from (optional), and your phone number with the country code – this one’s super important! If you mess up details like the date, time, address, flight number, or phone number, and we send a driver anyway, you’ll be charged the full price plus parking and waiting fees for a “No Show.”

Waiting Time for Pickups

• Airports: Relax after landing—we give you 45 minutes of free waiting time once your plane touches down.
• Train Stations & Cruise Ports: You get 30 minutes of free waiting time after your train or cruise arrives.
• Other Pickups: For all other spots, we’ll wait 15 minutes for free after your pickup time.
• If we’ve used up the free waiting time (after your plane lands, train pulls in, or cruise docks), we’ll start charging for extra waiting.

Summary

If any passenger needs to cancel any booking, he/she need to contact Easy Chauffeurs as soon as possible after the booking is made. If the passenger requests to cancel a booking after the vehicle has been dispatched, then a charge may be incurred; the charge will be based on the distance/time that the allocated driver has travelled/spent prior to the point of cancellation.

As a general rule of our cancellation policy, journeys from airports are dispatched up to two to three hours before the flight arrival, journeys within the surrounding area of London are normally dispatched up to thirty to sixty minutes before their due time.

To cancel any airport journey, the passenger must inform us 24 hours before the pick-up time. If there is any cancellation request after that, it will not be granted. In this case, the journey will automatically be cancelled, but there will be no refund.

If you have made a booking through the Quote/Book/Pay service, and have cause to cancel your booking before a vehicle has been dispatched to you, a charge of 40% will be levied on the original payment made. At this point, the passenger needs to submit valid proof in favor of his/her cancellation request. If you fail to provide such proof, there will be no refund.

It is noted here that for some special occasions (for example, death, serious illness, or other major incidents), the passenger will receive a 100% full refund based on the valid proof.