· 1 min read
Cancellation policies, explained without the small print
Why a sedan and a coach have completely different windows, and why an airline cancellation is not your problem.
Cancellation terms look arbitrary until you understand what is actually being reserved. A sedan and a 56-seat coach are not the same commitment, and their policies reflect that.
The principle
When you book, a vehicle and a chauffeur are committed to you and become unavailable to anyone else. The further ahead you cancel, the more likely that slot can be refilled. Cancellation windows are a straightforward function of how hard the vehicle is to re-let.
Roughly how it scales
- Sedans and SUVs: the shortest window. There are more of them and the work is more fungible.
- Sprinters and vans: longer, because there are fewer and they are often booked for specific groups.
- Stretch limousines and coaches: longer again.
- Weddings and peak dates: longest of all, because that vehicle was taken out of the market for the whole day months ago.
- New Year's Eve and prom weekends: effectively non-refundable close to the date, for the same reason.
What is not a cancellation
An airline cancelling or rescheduling your flight. That is not you changing your mind, and we do not treat it as such — tell us and we move or release the booking. Same for a genuine weather event where we have advised against travel.
Changes rather than cancellations
Moving a booking is almost always easier than cancelling it, and we would much rather do that. Time changes on the same day are usually straightforward; date changes depend on availability.
Read your confirmation
The applicable window is stated on it, in plain language. Full terms are on the terms page, and the common questions are in the FAQ.
