This policy applies to bookings made with Fleeyo Limited (“Fleeyo”, “we”, “us” and “our”). It forms part of our Terms & Conditions. Nothing in it affects your statutory rights. Bookings accepted before this revised policy took effect remain subject to the terms agreed when they were accepted, unless a lawful change is expressly agreed.
An on-demand taxi can usually pick up another fare straight away. A pre-booked transfer cannot. We reserve a driver and vehicle for your date and time, often for a long-distance airport journey, and turn away other work for that slot. The closer to pickup you cancel, the harder it is to reuse that time.
Our cancellation charges reflect this. They are designed to be fair and proportionate, to reflect the losses we can reasonably expect, and to take account of any costs we save when a journey does not go ahead.
Contact us as soon as you know you need to cancel:
Please include your name, booking reference (if you have one) and the date and time of the pickup. If your pickup is less than 24 hours away, we recommend phoning.
Your cancellation takes effect from the time it reaches us by phone or email, and the charge is worked out from that time against the scheduled pickup time.
| When you cancel | Cancellation charge |
|---|---|
| More than 24 hours before pickup | No cancellation charge. Full refund. |
| 24 hours or less, but at least 6 hours before pickup | 30% of the fare |
| Less than 6 hours before pickup | 50% of the fare |
| After your driver has started travelling to your pickup | A higher charge may apply, up to the full fare (see section 4) |
| No-show | Up to the full fare (see section 6) |
If your driver has already started travelling specifically to your pickup location when you cancel, a higher charge may apply, up to the full fare. This takes priority over the time-based charges in section 3.
Any charge is based on the reasonable losses we have incurred, such as the driver’s time and mileage, less any costs we save. A driver being assigned to your booking does not, on its own, count as travelling to you.
If you ask, we will explain how a charge was worked out.
For airport pickups, we monitor your flight where you have given us valid flight details and flight-arrival information is available. An ordinary delay that we are monitoring does not increase your confirmed fare and is not treated as a cancellation.
Additional waiting or airport costs beyond the arrangements agreed for your booking may apply, as set out in our Terms & Conditions.
If your airline cancels or rebooks your flight, contact us as soon as possible. We may ask for evidence from the airline showing the affected flight and date.
Where we can, we will look at moving your booking to a new time. Providing evidence does not automatically mean the cancellation is free of charge, particularly if your driver has already started travelling to you.
If your departing flight time changes, please ask us to amend your journey. Your original pickup time stays in place until we confirm the change.
A booking may be treated as a no-show where:
For a no-show, a charge of up to the full fare may apply. It reflects our reasonable losses and takes account of any costs we save.
If you need to change the time, pickup, destination, route or stops after your booking is confirmed, contact us as early as possible. A change only applies once we have confirmed it.
Depending on the change, we may:
Where a refund is due, we return the applicable amount to the original payment method. No administration or payment-processing fees are deducted from the refund. How long it takes to reach you depends on your bank or card provider.
We will not charge you twice for the same loss.
If we cancel an accepted booking because we cannot provide the agreed service, and you are not responsible, you can choose either:
For cancellation and refund queries, please contact: