Can I change the time or the address after booking?

Yes. Up to the cut-off in the cancellation policy you booked under you can change it yourself; after that, call 07887 478594 and we will change it for you. A change that raises the price is quoted before it is applied, and one that lowers it inside the free window refunds the difference.

What does it cost to cancel?

It depends how close to the pickup you are, and the policy your booking was made under is the one it is cancelled under, whatever we publish later. Your confirmation carries the sentence and a link to that exact version.

My flight is late. Do I lose the car?

No. We watch the flight, so the pickup moves with it, and your free waiting starts when the aircraft lands rather than at the time you booked. A diverted flight is a telephone call, not a lost booking.

I have left something in the car.

Call 07887 478594 with your booking reference. We record it against the booking and the chauffeur, so the search starts with the right car. Anything handed in is kept for three months; money, telephones and identity documents go to the police straight away, as our licence requires.

I need a wheelchair space, a child seat or an assistance dog.

Assistance dogs travel free, always. A folding wheelchair or a mobility aid is carried free and there is no way for a charge to be added. Child seats are free, up to two per car, and need twenty-four hours of notice; inside that, ring us and we will fit one if we can.

Something went wrong. Where does my complaint go?

Call 07887 478594 or write to us and ask for it to be recorded: you get a reference and the name of whoever is handling it. If we do not put it right, you can take it to the council that licenses us, and the complaints page says exactly how.

Can I have a receipt or a VAT invoice?

A receipt is sent with your confirmation and again after the journey. A company on an account gets one monthly invoice with every journey attributed to a traveller and a cost centre.

Help with a booking

Grouped by what you are trying to do rather than by what we call our documents. Every answer ends with the one thing to do next, and the policy it comes from.

1Change the time, the address or the car

Open the booking in your account and change it there. Up to the cut-off for your kind of booking you can move the time, change the pickup or the destination, add a stop, change who is travelling or change the class of car yourself, and you are shown what the change does to the price before anything is charged or refunded.

After the cut-off, use the "Request a change" link on the booking. It reaches a person, who replies with the new price rather than changing it silently. Changing a booking is often cheaper than cancelling it and making another.

Your bookings is where a change starts. What a change and a cancellation cost.

2Cancel a booking, and what it costs

Cancel in your account. The amount you are charged is worked out from the version of the cancellation policy your booking was made under, never from a later one, and it is shown to you before you confirm the cancellation. The refund goes back to the card that paid.

No version of the cancellation policy has been published yet, so there is no figure we are willing to state here. What your booking would cost to cancel is shown before you pay and again on your confirmation, and that is what governs it.

If we cancel a booking, you are not charged a cancellation fee. If you do not travel and have not told us, a no-show is recorded only after your free waiting has run out, a further grace period has passed, and we have logged at least two attempts to reach you.

The cancellation policy in full.

3A late flight, or a late passenger

Give us the flight number when you book and we watch the arrival. Your free waiting is counted from the moment the aircraft lands, not from the pickup time you chose, so a delayed flight does not cost you the car and you do not need to tell us it is late.

If you are held up at the carousel or at passport control, call us. Waiting beyond what your booking includes is charged at the rate shown with your price when you booked, by the quarter hour, and we would rather tell you that while there is still a choice in it.

Call 07887 478594. What is included at each airport.

4Get through to a person now

One telephone number, answered by a person, and it is the same number during a booking as before one. Quote your booking reference: it is on your confirmation and in every message we send. Whoever answers can reach your chauffeur, move the pickup, or deal with anything else about the booking.

If you are in danger, call 999 first and us second.

Call 07887 478594. The hours, the email address and the map.

5Something left in the car

Call as soon as you can, with your booking reference if you have it. The sooner we know, the more likely we reach the chauffeur before their next journey. We log the report, ask the chauffeur to check the car, and tell you what we found within 24 hours.

A found item is kept for three months and you can collect it free of charge, with photo identification and your booking reference. Money, a telephone and an identity document are the exceptions: our licence requires those to go straight to the nearest police station, so ask us for the station and the reference.

The lost property policy, in effect from 16 September 2026.

6A wheelchair, an assistance dog or a child seat

An assistance dog is always carried and there is no extra charge, ever. A folding wheelchair and a mobility aid are carried at no charge, and the booking form asks for the size so the right class of car is sent.

Child seats are offered as rear-facing infant, forward-facing child and booster, with the notice we need shown beside each. If you need a wheelchair-accessible vehicle, say so on the form or call us: the request reaches a person and you get an answer rather than a silent unavailability.

The accessibility statement, in effect from 16 September 2026.

7Something went wrong

Tell us, and ask for it to be recorded. We give it a reference, tell you who is handling it and keep the record. Complaining does not depend on who carried out the booking: we accepted it, so it is ours to answer.

You can also complain in writing to Hertsmere Borough Council, the authority that licenses us, at licensing.taxis@hertsmere.gov.uk. If a crime may have been committed, call the police on 999 in an emergency or 101 otherwise. Where a complaint alleges violence, a sexual offence, or a risk to a child or a vulnerable adult, we report it to the council and the police immediately.

The complaints procedure sets out each step and how long it takes. How to reach us.

8Every policy, and the date it took effect

A published version is never edited. A correction is a new version with a new effective date, every version stays readable, and your booking keeps the version you agreed to.

Back to the list of things you can do