Refund Policy and Cancellation Terms
At Heathrow Gatwick Cars, we understand that travel plans can change. This Refund Policy and Cancellation Policy explains how cancellations, refunds, booking amendments, waiting time, no-shows and additional charges are handled for bookings made with Heathrow Gatwick Cars.
By making a booking with Heathrow Gatwick Cars, you acknowledge that you have had the opportunity to read and understand these terms.
These terms apply to private hire car, chauffeur, airport transfer, seaport transfer, railway station transfer, minibus and other passenger transport bookings unless different terms have been specifically agreed with you in writing.
1. Booking Confirmation and the £20.00 Booking Fee
Once a booking has been confirmed by Heathrow Gatwick Cars, a £20.00 booking and cancellation administration fee applies to the booking.
This £20.00 fee becomes applicable from the time the booking is confirmed and is non-refundable if the customer subsequently cancels the booking, regardless of how much notice is provided.
The fee covers the administration and operational arrangements associated with confirming a booking, including processing the booking, allocating or arranging a suitable vehicle, coordinating the journey and maintaining the reservation.
The £20.00 booking and cancellation administration fee is separate from the transfer fare and any applicable payment-processing, airport, parking, waiting-time, vehicle or additional service charges.
2. Cancellation of Confirmed Bookings
Customers may request cancellation of a confirmed booking by contacting Heathrow Gatwick Cars in writing. The amount refundable will depend on the time at which the cancellation is received and whether a driver or vehicle has already been allocated or dispatched.
The following standard cancellation terms apply:
- More than 48 hours before the scheduled collection time: the customer may receive a refund of the refundable portion of the booking fare, less the £20.00 booking and cancellation administration fee and any applicable 5% card transaction fee.
- Between 24 and 48 hours before the scheduled collection time: the customer may receive a refund of 50% of the applicable booking fare, less the £20.00 booking and cancellation administration fee and any applicable 5% card transaction fee.
- Less than 24 hours before the scheduled collection time: no refund will normally be provided.
Where a vehicle and driver have already been allocated or dispatched, the booking may become subject to additional cancellation charges, including the full booking fare where the Company has incurred costs or the driver has already been committed to the journey.
The applicable cancellation period is calculated from the scheduled collection date and time shown on the booking confirmation.
3. Card Payment Transaction Fee
Where payment is made by credit or debit card, a 5% card transaction fee may be applied to the payment.
This charge covers the cost of processing the card transaction and is non-refundable when a booking is cancelled.
Where a refund is due, the refundable amount will therefore be calculated after deducting the applicable £20.00 booking and cancellation administration fee and the applicable 5% card transaction fee.
The card transaction fee is not an additional cancellation penalty. It represents the payment-processing cost associated with the original card transaction.
4. How to Cancel a Booking
Cancellation requests must be submitted to Heathrow Gatwick Cars by email.
Please send your cancellation request together with your booking confirmation or payment receipt to:
To help us identify the booking quickly, please include:
- Booking or order number
- Passenger name
- Date and time of the journey
- Collection address
- Destination address
- Payment receipt, where applicable
A cancellation request is not considered fully confirmed until Heathrow Gatwick Cars has acknowledged the cancellation by email.
5. Refund Processing
Where a refund is due, it will normally be processed back to the original payment method used for the booking.
The time required for a refund to appear in a customer’s account depends on the payment provider and the customer’s bank or card issuer. Once Heathrow Gatwick Cars has processed the refund, any additional processing time is outside our direct control.
We do not normally provide cash refunds for card transactions. Refunds for card payments will be made through the appropriate payment-processing system.
6. Bookings Paid by Bank Transfer
Where a booking has been paid by bank transfer, any refund due will normally be returned by bank transfer to an appropriate account nominated by the customer.
The applicable £20.00 booking and cancellation administration fee remains non-refundable once the booking has been confirmed.
7. Bookings Paid by Other Payment Methods
Where a booking has been paid using another payment method, any refund will normally be made through the original payment method where reasonably possible.
Any payment-processing charges that have already been incurred and are identified as non-refundable at the time of booking will not be returned.
8. Cancellation After Driver Allocation or Dispatch
Once a vehicle and driver have been allocated to a booking, cancellation may result in additional charges because the vehicle and driver’s time have been reserved specifically for the customer.
If the driver has already been dispatched to the collection location, the booking may be charged at the full applicable fare.
This applies particularly to airport, seaport, railway station, event and time-sensitive bookings.
9. Airport and Seaport Cancellation
Cancellations for airport or seaport pick-ups may be charged at the full booking fare where the driver has already been dispatched to the relevant airport or seaport collection area.
This includes situations where the passenger subsequently advises that they no longer require the vehicle after the driver has been dispatched.
10. No-Show Policy
A booking may be treated as a No Show when the passenger fails to attend the agreed collection point within the applicable waiting period and the driver is unable to establish contact with the passenger.
Where a booking is treated as a No Show after the driver has attended the collection location, the full booking fare may be charged and no refund will normally be available.
Passengers should contact our office or the driver as soon as possible if they are delayed, cannot locate the vehicle or are experiencing difficulty reaching the collection point.
11. Airport Flight Monitoring
Where flight information has been supplied correctly at the time of booking, we will monitor the appropriate flight where our flight-monitoring service is available.
Where the flight is delayed, we will normally adjust the expected collection time accordingly.
Passengers remain responsible for providing accurate flight information and for contacting us if there is a significant change to their travel arrangements.
12. Airport Waiting Time
For airport collections, the applicable waiting period begins from the last known or reasonably expected arrival time of the inbound flight, subject to the service and waiting-time arrangements stated in the booking confirmation.
Our standard airport collection arrangements may allow approximately:
- 30 minutes for certain domestic or short-haul arrivals; and
- 45 minutes for international arrivals.
The exact waiting-time allowance may differ depending on the service booked.
Where Meet & Greet has been purchased, the waiting period included within the Meet & Greet service will be stated in the quotation or booking confirmation.
Additional waiting-time charges may apply when the passenger is not ready to leave after the applicable included waiting period.
13. Meet & Greet Services
Where Meet & Greet has been requested and paid for, the driver will follow the agreed airport collection instructions, subject to airport access arrangements.
The Meet & Greet charge covers the agreed waiting and collection service specified in the booking confirmation. It does not automatically cover unlimited waiting caused by passenger delays, baggage delays, immigration delays or other circumstances beyond the agreed waiting period.
Additional waiting charges may apply after the included waiting period has expired.
14. Airport, Seaport and Railway Parking Charges
Airport, seaport and railway station collections may require the driver to enter a designated car park or collection facility.
Any applicable entry, parking, terminal access or collection charges incurred in providing the service are payable by the customer where they are not already included in the quoted fare.
Where the final parking charge depends on the amount of time spent in the car park, the actual charge imposed by the airport, seaport, railway station or parking operator may be passed on to the customer.
Additional parking charges may arise because of flight delays, passenger delays, extended waiting times or changes to the agreed collection arrangements.
15. Changes to a Booking
We understand that passengers sometimes need to change their travel arrangements.
Changes that do not affect the fare or operational requirements of the booking may normally be made through our office before the first journey covered by the booking.
Customers should contact our office as soon as possible if they need to make any changes.
16. Changes That May Increase the Fare
If a requested amendment may affect the cost of the journey, the original booking may need to be cancelled and a new booking arranged at the applicable fare.
Examples include:
- Changing the collection address or postcode;
- Changing the destination address or postcode;
- Increasing the number of passengers;
- Changing the vehicle category;
- Adding additional stops;
- Adding child seats or other equipment;
- Increasing the amount of luggage;
- Changing the date or time where the change affects vehicle availability; or
- Making any other change that materially alters the original booking.
Any additional fare or service charge will be communicated to the customer where reasonably possible before the amended journey is accepted.
17. Passenger Instructions to the Driver
A passenger other than the original booker may request a reasonable change to the journey directly with the driver.
However, the driver may need to obtain approval from Heathrow Gatwick Cars before accepting any amendment that changes the agreed service, route, destination, vehicle requirement or price.
Additional charges may apply for extra mileage, additional stops, additional waiting time or any other service not included in the original booking.
18. Minibus and Coach Cancellation Terms
Minibus, coach and larger vehicle bookings may be subject to different cancellation terms because vehicles are often reserved specifically for the customer and may be unavailable for other work once the booking has been confirmed.
All cancellations for larger vehicle bookings, including bookings for vehicles of approximately 10 seats or more, must be submitted to the Company in writing.
Unless different terms have been agreed in writing, the following cancellation charges may apply:
- More than 14 days before the hire date and time: any applicable deposit may be retained.
- Between 14 days and 96 hours before the hire date and time: up to 50% of the total hire cost may be charged.
- Less than 96 hours before the hire date and time: 100% of the total hire cost may be charged.
The £20.00 booking and cancellation administration fee applies to confirmed bookings unless a different fee has been specifically agreed in writing.
Special event, corporate, international, long-distance or third-party vehicle bookings may have separate cancellation conditions. Where different terms apply, they will be communicated to the customer before the booking is confirmed wherever reasonably possible.
19. Force Majeure and Exceptional Circumstances
There may be circumstances beyond the reasonable control of Heathrow Gatwick Cars that affect our ability to provide a booked service.
These circumstances may include, but are not limited to:
- Severe weather;
- Major road closures;
- Serious traffic disruption;
- Road accidents;
- Airport or seaport disruption;
- Railway disruption;
- Strikes or industrial action;
- Government restrictions;
- Civil emergencies;
- Natural disasters; or
- Other events outside the reasonable control of the Company.
Where such circumstances occur, we will take reasonable steps to continue providing the service or arrange a suitable alternative where possible.
If we are unable to provide the agreed vehicle service and cannot reasonably arrange a suitable alternative, we may cancel the affected journey and refund amounts paid for the affected service where appropriate.
Where the Company is unable to provide the service because of circumstances beyond its reasonable control, liability will generally be limited to the amount paid for the affected service, subject to any rights the customer has under applicable law.
20. If Heathrow Gatwick Cars Is Unable to Provide the Service
If, for a reason within our responsibility, including a vehicle accident, vehicle breakdown or another operational issue, we are unable to provide the agreed vehicle service and cannot arrange a suitable alternative vehicle, the customer will receive a full refund of the amount paid for the affected journey.
Where a suitable alternative vehicle or arrangement is offered and accepted by the customer, the booking may continue under the revised arrangements.
21. Christmas and New Year Surcharges
Heathrow Gatwick Cars reserves the right to apply a seasonal surcharge to journeys operated during the Christmas and New Year period.
Driver availability and operating costs can be significantly higher during public holidays and peak festive periods. Where a surcharge applies, the amount will be communicated to the customer before the booking is confirmed.
A surcharge of 50% or 100% of the applicable fixed fare may apply to journeys operating on or around the following dates:
- 25 December – Christmas Day
- 26 December – Boxing Day
- 31 December – New Year’s Eve
- 1 January – New Year’s Day
The exact surcharge depends on the journey, vehicle, operating hours, driver availability and other circumstances associated with the booking.
Any applicable Christmas or New Year surcharge will be confirmed to the customer as part of the quotation or booking confirmation.
22. Additional Time and Mileage
Additional charges may apply where the customer requests additional time, mileage, stops, waiting or other services outside the original quotation.
Time-based charges may be calculated in the increments stated in the quotation or booking confirmation. Mileage-based charges may be calculated according to the additional distance travelled.
Customers will normally be informed of additional charges before they are incurred where this is reasonably possible.
23. Luggage and Passenger Changes
Customers are responsible for providing accurate information about the number of passengers and the quantity and type of luggage required for the journey.
If the number of passengers or luggage changes after the booking has been confirmed, the vehicle originally allocated may no longer be suitable.
Where a larger vehicle is required, the booking may need to be amended or re-booked and an additional charge may apply.
24. Child Seats and Booster Seats
Child seats and booster seats must be requested at the time of booking wherever possible.
Additional charges may apply for child seats, booster seats and other special equipment.
Customers should provide accurate information about the number and age or size of children requiring a child restraint so that we can arrange the appropriate equipment where available.
Parents, guardians and other responsible adults travelling with children remain responsible for ensuring that children are properly secured in accordance with applicable requirements.
25. Invoices and Outstanding Balances
Customers should check their booking confirmation, quotation and invoice carefully and contact us promptly if they believe any information is incorrect.
Unless otherwise agreed, invoices will generally be considered accepted if no query is raised within seven working days of issue and, where applicable, before the commencement of the transfer.
Any discount or special rate granted by the Company may be considered void where the agreed payment conditions are not met.
Crony Trading Ltd, trading as Heathrow Gatwick Cars, reserves the right to recover any outstanding amounts through the appropriate civil recovery process where necessary.
26. Passenger Safety and Seat Belts
Private hire vehicles supplied for our services are required to comply with applicable vehicle safety and licensing requirements and are fitted with seat belts for passenger use.
Passengers are responsible for wearing the seat belts provided and following reasonable safety instructions during the journey.
Parents, guardians and other responsible adults travelling with children are responsible for ensuring that children use appropriate child restraints where required.
Heathrow Gatwick Cars will not accept responsibility for claims arising solely from a passenger’s failure to use or properly use an available seat belt or child restraint, except where liability cannot lawfully be excluded or limited.
27. Customer Information and Payment Security
We take reasonable measures to protect customer information and payment details.
We do not store customers’ full credit or debit card details and do not sell customer information to third parties.
Payment transactions are processed through the applicable payment provider and payment information is handled in accordance with the provider’s security and processing requirements.
28. Cancellation Confirmation
Where a cancellation request has been accepted, Heathrow Gatwick Cars will confirm the cancellation by email.
If a customer receives a cancellation confirmation in error and still requires the journey to proceed, the customer must contact us immediately by email or telephone.
A booking that has been cancelled should not be assumed to remain active unless Heathrow Gatwick Cars confirms otherwise.
29. Refunds and Consumer Rights
Our cancellation and refund terms apply to bookings made with Heathrow Gatwick Cars, subject to any rights that customers may have under applicable UK consumer law.
Nothing in these terms is intended to exclude or restrict any statutory rights that cannot lawfully be excluded or restricted.
Where a specific written quotation, booking confirmation or separate agreement contains different cancellation or refund terms, those specific terms may apply to that booking.
30. Contact Heathrow Gatwick Cars
If you need to cancel a booking, request a refund, make a change to your journey or ask a question about these terms, please contact our office as soon as possible.
Email: info@HeathrowGatwickCars.com
You can also contact us through our Contact Us page.
For information about our vehicles and available services, please visit our private hire vehicle fleet.
31. Last Updated
Last Updated: 8 October 2026
Heathrow Gatwick Cars reserves the right to update these terms from time to time. The version published on this page at the time of booking will generally apply to the relevant booking, subject to any specific written terms agreed with the customer.
