Plans change, and our policy is built around that
Business travel and family trips both have a habit of changing shape after the booking is made, a meeting moves, a flight is rescheduled, plans simply shift. Our cancellation and rescheduling policy is designed to be genuinely usable rather than a wall of small print, and this guide sets it out in plain terms.
Rescheduling a booking
Changing the date or time of a booking is free of charge provided you give reasonable notice, which for a standard transfer means contacting us before the driver has been dispatched or is already en route. Rescheduling can be done through the same booking channel you used originally, by phone or through your account, whichever you find easier, and you will receive confirmation of the new time before the change is treated as final.
Rescheduling close to pickup time
If a change is requested very close to the original pickup time, after a driver has likely already been allocated or dispatched, we will always try to accommodate it, but a late change fee may apply if the driver has already begun travelling to the pickup point. This is disclosed to you at the time of the change request, never afterwards.
Cancelling a booking
Standard transfers
Cancelling with reasonable notice ahead of pickup carries no charge. Cancelling very close to pickup time, after a driver has been dispatched, may carry a partial charge to cover the driver’s committed time, again disclosed clearly at the point of cancellation rather than buried in terms you would need to search for.
Group and event bookings
Larger group or event bookings, particularly those confirmed with a deposit, follow a different cancellation structure reflecting the advance vehicle and driver commitment involved. Deposit refund terms are set out clearly at the time of booking for any group or event reservation, and our events team can talk you through this before you confirm if you would like to understand it fully first.
How to cancel or reschedule
- Through your online account, if you booked with a registered account.
- By contacting our support team directly with your booking reference, the fastest route for near-term changes.
- Through the confirmation message you received when you booked, which includes a direct link for managing the booking.
What we do not do
We do not apply retroactive cancellation charges you were not told about at the time, and we do not make rescheduling artificially difficult to discourage you from changing plans. If a genuine emergency prevents you from giving normal notice, contact support and explain the situation; these are reviewed individually rather than treated as a rigid rule with no exceptions.
Flight changes and airport transfer bookings specifically
Airport transfers carry a particular kind of rescheduling need, since flight times shift for reasons entirely outside your control. If your flight is rebooked to a different day or a significantly different time, contact us with your new flight details as soon as you have them. We treat a flight-driven change differently to a discretionary change of mind, and will work with you to move the booking without treating it as a standard late cancellation, provided you let us know as soon as the new flight details are confirmed rather than after the original pickup time has already passed.
Refunds where payment was taken in advance
For bookings where payment was collected at the time of confirmation rather than after the journey, any refund due under our cancellation policy is processed back to the original payment method. Processing time depends on your bank or card provider rather than on us, but we initiate the refund promptly once a cancellation is confirmed on our side, and you will receive confirmation that this has been done.
Corporate account cancellation terms
Corporate accounts with a standing agreement may have cancellation and rescheduling terms tailored to their specific contract, particularly for high-volume or recurring bookings. If you manage transport for an organisation with a corporate account, your account manager can confirm the exact terms that apply, which may differ slightly from the standard consumer policy described here.
Why we keep this policy simple rather than tiered by fare type
Some transport providers apply different cancellation terms depending on which fare or promotional rate you booked, which can leave you needing to check the small print for your specific booking before you know where you stand. We deliberately apply one consistent cancellation and rescheduling standard across our standard fare types, so you do not need to check which rules apply to your particular booking, they are the same regardless of which vehicle class or route you chose. Group, event and corporate account terms are the exception, and these are always stated explicitly and separately at the time those bookings are confirmed.
Frequently asked questions
How much notice counts as “reasonable” for a free cancellation?
For a standard single-vehicle transfer, this is generally measured in hours before pickup rather than days, and specifically before a driver has been dispatched. Your booking confirmation states the exact window that applies to your specific booking.
Can I reschedule a booking more than once?
Yes, there is no limit on the number of times you can reschedule, provided each change is made with reasonable notice under the same terms.
What happens if I simply do not show up without cancelling?
This is treated under our no-show policy rather than our cancellation policy, and the two carry different terms. Our related guide on no-show and wait-time fees explains this in full.
Can I cancel just one leg of a multi-stop or multi-day booking?
Yes, contact support with your booking reference and specify which leg you need to cancel. The remaining legs continue as booked, and only the cancelled portion is assessed under our cancellation terms.
Will I receive confirmation that my cancellation or reschedule was actioned?
Yes, you will always receive written confirmation, either by message or email, once a cancellation or reschedule has been processed, so you have a clear record that the change was received and applied.
Where to find your exact terms
Your specific cancellation window and any applicable fee is always stated on your individual booking confirmation, which takes precedence for your particular journey over the general description in this guide. If you cannot locate this on your confirmation, contact support with your booking reference and we will confirm the exact terms that apply to you before you need to make any change.
A policy built to be used, not just read
A cancellation policy is only genuinely useful if people feel comfortable using it when plans change, rather than avoiding a needed change because the process feels uncertain or punitive. That is the outcome we are aiming for here: clear enough that you know exactly where you stand, and flexible enough that changing plans, which happens to almost every traveller at some point, does not become a source of stress on top of whatever caused the change in the first place.
Related guides
- No-show and driver wait-time fees: our policy explained
- How advance-booking windows affect your transfer price in Saudi Arabia
- How our pricing works: a transparent guide to booking with Saudi Cab Co