Our fair and transparent cancellation and refund terms.
Cancellation made more than 24 hours before scheduled pickup
Cancellation made less than 24 hours before scheduled pickup
We understand that plans change. Our cancellation policy is designed to be fair to both our customers and our drivers, who allocate their time based on confirmed bookings.
If you cancel your booking more than 24 hours before the scheduled pickup time, you will receive a full refund of any payment made. No cancellation fee applies.
If you cancel your booking with less than 24 hours' notice before the scheduled pickup time, the full fare is non-refundable. This policy reflects the fact that the vehicle and driver have been allocated specifically to your journey and alternative bookings cannot be arranged at short notice.
If a passenger fails to appear at the agreed pickup location within the complimentary waiting period (60 minutes at airports; 15 minutes at all other locations) without prior notice, the booking will be treated as a late cancellation and the full fare is non-refundable.
We understand that flight delays are outside your control. Because we monitor all flights in real time, any delay to your incoming flight is automatically accommodated — your chauffeur will adjust their pickup time accordingly. There is no additional charge for flight delays.
To cancel a booking, please contact us as soon as possible by any of the following methods:
Please quote your booking reference and the name the booking was made under. Cancellations are only accepted through the above channels — we cannot accept cancellations made through third-party platforms.
Approved refunds will be processed within 5–10 working days to the original payment method. Processing times may vary depending on your bank or card issuer. If you have not received your refund after 10 working days, please contact us.
In the very unlikely event that 121 Cars Ltd must cancel a confirmed booking, we will notify you as soon as possible and issue a full refund within 5 working days. We will also make every reasonable effort to arrange an alternative vehicle at no additional cost to you.
If you have any questions about our refund policy, please contact us at dibyendu@121carsltd.com or call +44 7435 377121. We are happy to help.