Refund & Cancellation PolicyFree cancellation up to 24 hours before pickup · Full refund · No admin fee
Plans change, and a booking policy should be simple enough to read in one go. Cancel more than 24 hours before your pickup and you get every penny back — no admin fee, no deductions, no explanation required. Inside that window we look at each case individually rather than applying a blanket charge. Flight delays never cost you anything, because we track the flight and hold the driver. Everything below sets out exactly when a refund applies, how much, how fast it reaches you, and the handful of situations where a fare is not refundable.
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What You Get Back, and When
The whole policy in one paragraph, before the detail. If you only read one section, read this one.
More than 24 hours ahead
Full refund of everything paid. No admin charge, no percentage retained, no reason needed. This covers the overwhelming majority of cancellations we handle, and it is processed automatically.
Inside 24 hours
Reviewed case by case rather than charged a flat penalty. If the driver has not yet been dispatched and we can reallocate the slot, a partial or full refund is usually possible. Call rather than email — it is faster.
After a no-show
Not refundable. The driver travelled to the address, waited the full free period and tried to reach you. That vehicle and that hour were held for your booking and turned other work away.
Exactly How Much You Get Back, by Timing
Every figure is measured against the pickup time confirmed on your booking, not the time you made the booking. All timings use UK local time.
| When you cancel | Refund | Admin fee | What happens |
|---|---|---|---|
| More than 24 hours before pickup | 100% | £0 | Cancel online, by phone, email or WhatsApp. Refund authorised within one working day, no questions asked, no reason required. |
| 12 to 24 hours before pickup | Case by case | £0 | If the driver has not yet been allocated and the slot can be refilled, we normally refund in full. Contact us as early as you can — the sooner you call, the better the outcome. |
| Under 12 hours before pickup | Case by case | £0 | The driver is usually assigned by this point and has often declined other bookings. A partial refund may still apply depending on circumstances. Phone us directly. |
| Driver already dispatched or en route | Not refundable | — | Once the vehicle is travelling to your address the journey has effectively begun. If the reason is exceptional, tell us and we will still look at it. |
| No-show at pickup | Not refundable | — | Driver attended, waited the full free waiting period and attempted contact on the number provided. |
| Flight cancelled by the airline | 100% | £0 | Full refund or free move to a new date, even inside 24 hours. Tell us as soon as the airline tells you. |
| We fail to supply the vehicle | 100% | £0 | Full refund of the fare. Reasonable evidenced alternative transport costs considered separately. |
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How to Cancel or Request a Refund
Three steps, and none of them involve a form that goes nowhere. Have your booking reference to hand — it is in the confirmation email and starts with GTT.
Why a Delayed Flight Never Costs You Anything
This is the single most common worry passengers raise before booking, so it is worth being explicit about how it works.
We watch the flight, you do not have to
Add your flight number at booking and tracking starts from the departure airport, not from the moment it is due to land here. A late push-back in Amsterdam or a held aircraft in Edinburgh is visible to us hours before it affects your arrival, and the driver's timing shifts quietly in the background.
Free waiting starts at touchdown
The free waiting window is counted from the moment the wheels actually touch the runway, not from the scheduled time printed on your ticket. A flight landing 90 minutes late still gets the full free waiting period from the real landing time, at no extra charge.
Cancelled flight, full refund
If the airline cancels and you no longer need the transfer, we refund in full or move the booking free of charge — even if you are already well inside the 24-hour window. An airline cancellation is not your fault and we do not treat it as a late cancellation.
Baggage delays and long border queues
If you clear the aircraft on time but lose an hour at passport control or waiting on a carousel, call or message the driver on the number in your confirmation SMS. In practice drivers wait well beyond the free period when they know you are on your way — what causes problems is silence, not delay.
Diverted to a different airport
Diversions happen at London City and Southend more than most people expect, usually for weather. Tell us where you actually landed and we will either redirect the driver, quote the new route honestly, or refund in full if you would rather make your own way. We will not simply keep the fare.
You missed your outbound flight
If the transfer to the airport ran correctly and on time, the journey was delivered and the fare stands — we cannot be responsible for check-in queues or security. If the delay was on our side, the fare is refunded in full and we look at reasonable, evidenced consequential costs.
When a Fare Is Not Refundable
A short and deliberately specific list. If your situation is not on it, it is almost certainly refundable.
No-show at the pickup point
The driver attended the agreed address at the agreed time, waited the full free waiting period, and attempted contact on the number given at booking without reaching you.
Journey completed as booked
Once you have travelled from the agreed pickup to the agreed destination, the service has been delivered. Service complaints are handled separately from refunds — see the section below.
Wrong details given at booking
An incorrect address, postcode or terminal supplied by the booker, where the driver attended the address as written. Correct it more than 24 hours ahead and the amendment is free.
Passenger unfit to travel
Where the driver reasonably declines carriage on safety grounds — intoxication, threatening behaviour, or refusal to use seat belts or a legally required child seat.
More passengers or luggage than booked
If eight people and eight cases meet a saloon booked for four, the vehicle cannot legally carry them. Book the correct class, or upgrade in advance and pay only the difference.
Cancelled after dispatch
The vehicle was already travelling to your address. Genuinely exceptional circumstances — bereavement, medical emergency — are still considered on request.
Amending a Booking Is Usually Better Than Cancelling It
If your plans have shifted rather than collapsed, changing the booking keeps your reference, your driver allocation and your fare protection. Amendments are free more than 24 hours ahead.
What you can change free of charge
Date, pickup time, pickup address, destination, vehicle class, passenger count, flight number, and the lead passenger's contact details. Any combination of these, more than 24 hours before the original pickup.
If the change raises the fare
Moving from a saloon to a 6-seat MPV, or extending the route, means paying only the genuine difference between the two fixed fares. There is no rebooking charge stacked on top of it.
If the change lowers the fare
Shortening the route or dropping to a smaller vehicle refunds the difference back to your original payment method, on the same timescale as any other refund.
Inside 24 hours
Still worth asking. Time and address changes are often possible if the driver has not yet set off. Call rather than email — at short notice a phone call reaches dispatch immediately.
If Something Went Wrong on the Journey
Raise it within 14 days
Email info@gatwicktaxitransfer.com with your booking reference, the date, and what happened. Fourteen days matters because driver records, GPS traces and dispatch logs are all retrievable in that window, which means we can investigate the specific journey rather than guess.
What happens next
We acknowledge within two working days and aim to resolve within ten. Where a service failure is established, remedies range from a partial refund to a full refund of the fare, depending on what went wrong. You get the reasoning in writing either way.
Please talk to us before a chargeback
Raising a chargeback with your bank freezes the booking record while the dispute runs, which usually makes things slower rather than faster. Nearly every disputed fare we see could have been settled the same day by phone. Call us first — the option remains open if we cannot resolve it.
Your statutory rights
Nothing in this policy removes or limits your rights under the Consumer Rights Act 2015 or any other applicable UK consumer legislation. Where this policy offers you more than the statutory minimum — as the free 24-hour cancellation does — the more generous term applies.