Refund and cancellation policy
Cancelling, and getting your money back.
This policy sets out how to cancel a Booking, what cancelling costs you, when a refund is due and how long it takes to reach you. It follows our Terms and Conditions rather than standing apart from them, and where the two could be read differently, the Terms are what govern.
1.What this policy covers, and what governs if the two disagree
This policy does two jobs that belong together. The first is cancelling: how to do it, what counts as done, and what it costs. The second is money going back to you: when it is due, how much of what you paid returns, and how it gets there. It covers every Transfer booked and paid for through globalairporttaxi.com.
If you are here mid-journey or with a pick-up coming up, start at section 3. If the journey is behind you and the question is money, start at section 7.
It is not a separate agreement. Every position taken here comes from a clause of our Terms and Conditions, and the clause is named each time so you can check it rather than take our word for it.
Two things this policy does not do. It does not reduce any right you have under the law — section 11 says what those are. And it does not cover anything you bought from somebody else, such as a flight or a hotel, even if the journey was for the same trip.
2.The short version
Three situations account for nearly every refund we make.
| What happened | What comes back |
|---|---|
| You cancel 24 hours or more before pick-up | Everything you paid |
| You cancel later than that | Only what your Booking Confirmation leaves — often nothing |
| We cancel, or cannot carry you | Everything you paid, whatever the reason |
| You do not travel and never told us | Nothing — this is a no-show |
No amount is printed in this policy. What you owe or get back is the figure in your Booking Confirmation, which is the one we are held to.
Everything after this is the detail: how to cancel and what counts as cancelled, what a late cancellation costs, what happens if the Transfer took place but went wrong, how long the money takes, and what to do if you think we have got it wrong.
Cancel in good time and you lose nothing. Cancel late and you lose only what you were told you would lose when you booked. If the failure is ours, you lose nothing at all — including when the cause was outside anybody’s control.
3.How to cancel, and what counts as cancelled
Write to us. One message to bookings@globalairporttaxi.com is enough, and it needs three things in it: your booking reference, the name the Booking is in, and which journey you mean. You do not have to give a reason, and we will not ask you for one.
Which clock the deadline runs on. The free window is measured back from the pick-up time printed in your Booking Confirmation. If you are in a different time zone when you cancel, work from the time in the confirmation rather than the one on the clock in front of you — the two can be a day apart and the deadline follows the journey, not the traveller.
Cancelling one journey does not cancel the other. An outward and a return are two Bookings as far as this is concerned. Name the one you mean, and if you mean both, say both — we will not assume it.
If what you want is to keep the journey but change something about it — fewer passengers, a later time, a different address — that is a change rather than a cancellation, and section 6 deals with it. It is usually the cheaper of the two, so it is worth asking before you cancel outright.
If the driver is already on the way, cancel anyway and tell us straight away rather than leaving the car to arrive. Whether a charge applies is governed by section 4 and by what your Booking Confirmation says — but a cancellation we hear about is never treated as a no-show, and a no-show is the more expensive of the two.
If you are cancelling because of something we did — we changed the Booking materially, or we are in breach — say so in the message. That is not an ordinary cancellation and it costs you nothing: section 5 sets out what happens instead.
4.What cancelling costs you, and when it costs nothing
There is a free window, and inside it you lose nothing at all. It runs until 24 hours ahead of your pick-up time, and everything you have paid comes straight back. That window is given to you by clause 12 of the Terms, Cancelling your Booking, and not travelling, it is not discretionary, and it covers every Booking whatever the route or the vehicle.
Cancel later than that and a charge applies. It is the one set out in your Booking Confirmation — not a figure we decide afterwards, and not one taken from a policy document. Anything your Booking Confirmation leaves after that charge comes back to you.
Again, no figure here: the charge that applies to your Booking is the one that was set out when you booked, and nothing else.
If you do not travel and have not cancelled, the Booking is treated as a no-show and there is no refund. But a Booking is not recorded as a no-show lightly: under clause 12 of the Terms, Cancelling your Booking, and not travelling the driver first waits the full included waiting time — 60 minutes for an airport arrival, 15 minutes anywhere else — and then a further reasonable period, and we try to reach you on the number you gave us. Both of those have to have happened.
Two situations are never treated as a no-show, and carry no charge at all: where the obstacle between you and the car was one of ours, and where you got in touch while it was happening and we could not put it right. If either describes your journey, say so when you write to us.
5.When we cancel, or cannot carry you
If we cancel, you get everything you paid back. Every penny, whatever the reason, and we do not keep a charge for a journey we did not make. That is clause 13 of the Terms, Changes or cancellation by us.
The same applies when the cause was nobody’s fault. Weather, a road closure, a strike, an airport shutting: clause 17 of the Terms, Events outside our control calls those events outside our control, and they excuse us from carrying you. They do not entitle us to keep your money. A good many transfer companies take the opposite view, and we think they are wrong.
This policy deliberately states no sums. Yours are in your Booking Confirmation, and they do not change because a page was updated.
Where we can offer you an alternative — a different time, a different vehicle class — we will. You are free to turn it down and take the refund instead, and choosing the refund is not treated as you cancelling.
If we change your Booking so substantially that it is no longer the thing you booked, you may cancel it for nothing and we refund in full. section 7 covers the rest of what we owe you when that happens.
6.When a change makes the Price go down
Changes to a confirmed Booking are dealt with under clause 11 of the Terms, Changes you want to make. The refund point is a short one: if the Booking gets cheaper, you get the difference back in money. Not as credit against a future journey, and not only if you remember to ask for it.
Where a change increases the Price, the difference is payable before the Transfer. Either way, we tell you what the change does to the Price before we make it, and you are free to leave the Booking exactly as it stands instead.
As everywhere in this policy, the amount comes from your Booking Confirmation rather than from here — a policy page outlives the booking it would be describing.
A change only counts once we have confirmed it in writing. Telling the driver is not telling us — drivers change, and a message to one of them does not reach our records.
If what you want is really a different journey rather than an adjustment to this one, we may treat it as cancelling the old Booking and making a new one, which brings section 4 into play. We will say so before we do it, not after.
7.When the Transfer happened but something went wrong
Sometimes the Transfer happens and is still not what you paid for. The driver was very late, the vehicle was not the class you booked, the journey was handled badly. This is the section for that, and it is the one most refund policies leave out.
The starting point is statutory rather than ours to set. Section 49 of the Consumer Rights Act 2015 treats every consumer contract for a service as containing a term that the service will be carried out with reasonable care and skill, and sections 50 to 52 do the same for what the trader said about it, what was paid, and how long it should take. Where the service does not conform to the contract, section 54 gives two remedies: having the service performed again, and a reduction in the price by an appropriate amount. They are not a free choice between equals — the Act puts repeat performance first. What matters for a transfer is that section 55(3) removes it where performing the service again is impossible, and section 56(3) then opens the price reduction instead. A journey that has already been made cannot be made again, so a complaint about a Transfer that took place goes to the price reduction by that route rather than by anybody choosing it. Section 56(2) provides that the reduction may, where appropriate, be the whole of the price.
What that means for a transfer in practice. Doing the journey again is almost never any use to you — you have already arrived, or already missed the flight — so the remedy that matters here is a reduction in what you paid. How much of a reduction depends on how far short the service fell, and it can run to the whole amount where what you paid for effectively did not happen.
Where money is mentioned below, the number behind it is the one in your Booking Confirmation. We publish none of our own.
What we need from you. Your booking reference, the date, and what happened in your own words. If you have a photograph, a receipt for the taxi you had to take instead, or the time you eventually arrived, send those too — but we will not refuse to look at a complaint because you cannot prove it. We hold the driver’s record of the job and we will read it.
Where your loss goes beyond the money you paid us, that is a question of what we are answerable for rather than a refund question, and it is dealt with under clause 16 of the Terms, Our responsibility to you. Send it to the same place either way.
8.When the Price itself was wrong
If the price you were given was obviously wrong — wrong in a way you could reasonably have spotted — we are not obliged to carry out the Transfer at it. Under clause 5 of the Terms, The Price, and what it includes we contact you, and you choose: confirm at the correct price, or cancel and take a full refund. We do not quietly charge the difference.
The sum involved is whatever your Booking Confirmation says it is. Nothing on this policy overrides it, and nothing written here is a price.
If the mistake was ours and was not obvious, we honour the price. A quote that was simply cheaper than it should have been is our problem, not yours.
If you have been charged twice, or a duplicate Booking was created, tell us and the duplicate is refunded in full. You do not need to show that it was an accident, and a duplicate is never treated as a late cancellation.
If you were charged for something you did not ask for and did not receive, it is refunded. Extras are charged only where you asked for them on the day and were told the cost before it was incurred.
9.How a refund is made, and how long it takes
A refund goes back the way the money came. To the card or account you paid from, in the currency you were charged in. That is clause 6 of the Terms, Payment, and it is also the only way we can be sure the money reaches the person who actually paid.
The same pattern applies to how it goes back. Regulation 34(7) of the 2013 Regulations, which requires reimbursement by the original means of payment, is switched off with the rest of that Part. But section 56(5) of the Consumer Rights Act 2015 requires the same thing for a price reduction refund, unless you expressly agree to another method — expressly, meaning you actually say so, not a box we ticked for you in our conditions. Our own practice goes wider than the section does: we refund to the original method for every refund, not only for the ones the Act is talking about.
We do not refund to a different card, a different account or a different person, however the request is phrased. If the card you used has since expired or the account has closed, the refund usually still finds its way home through your bank — and if it does not, tell us and we will sort out another route with you directly.
There is one, and it is not the one usually quoted. The fourteen-day reimbursement deadline people have in mind is regulation 34 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — and that regulation sits inside the Part those Regulations switch off for passenger transport, so it does not reach a Transfer booking at all. What does reach it is section 56(4) of the Consumer Rights Act 2015: where a refund is due as a reduction in the price, it must be given without undue delay, and in any event within fourteen days beginning with the day we accept that you are entitled to it. Note where that clock starts — the day we agree, not the day of the journey or the day you complained — which is exactly why we tell you the date we agreed as well as the date we sent the money. Section 56(6) adds that we may not charge you a fee for making the refund, and we do not.
We charge nothing for making a refund. No administration fee, no handling charge, and nothing deducted for the cost of the original payment.
A refund is made in the currency you were charged in. If your own bank converted that into another currency when you paid, and converts it back at a different rate, the difference is between you and them — section 10 explains why that is not something we can put right.
The sum that comes back is exactly the sum that went out, and that sum is the one in your Booking Confirmation rather than anything written here.
Need the paperwork? Ask and we will send a receipt or a VAT invoice, at any stage — before the refund is agreed, after it has been sent, or both.
10.Things that look like refunds and are not
These come up often enough to be worth naming. None of them is a refund, and saying so here is kinder than saying it for the first time when you ask.
- An exchange-rate difference
- You paid in one currency, your bank converted it, and the rate moved before we refunded. We return the exact sum we charged, in the currency we charged it. The conversion, on the way out and on the way back, is your bank’s.
- A fee your own bank charged you
- Some accounts charge for a payment in another currency. We never see that money, so we cannot return it. Your bank can tell you what it was for.
- A gratuity
- Tips are not included in the Price and are not expected. A tip you chose to give the driver is between you and the driver.
- Anything bought from somebody else
- A flight, a hotel, a train, parking. If the money did not come to us, it cannot go back from us, however closely the two are tied up in the same trip.
- An extra you asked for and received
- An additional stop, or waiting well beyond the included time. You are told what these cost before they are incurred, and you can decline them at that moment. Once the journey is done they are part of what you bought.
- Money you lost because of a delay
- A missed flight, a forfeited hotel night. That is a claim about what we are answerable for rather than a request for your money back, and clause 16 of the Terms, Our responsibility to you is where it goes.
11.Rights you have that this policy cannot reduce
Nothing here reduces a right the law gives you. Where this policy is more generous than the law, you get the more generous one; where the law is more generous, you get the law. A term that tried to work the other way would not bind you anyway, so we would rather not write one.
This is not us being generous. Section 57 of the Consumer Rights Act 2015 provides that a term trying to exclude or restrict those statutory remedies does not bind you, and section 62 that an unfair term does not bind you either. So a refund policy cannot take them away — not with careful drafting, not in the small print, and not by you agreeing to it.
Two rights in particular are worth knowing about before you need them, and both are exercised against your card issuer or your bank rather than against us. section 12 sets them out.
If you are reading this because something has already gone wrong and you are not sure what you are entitled to, you can ask us and we will tell you straight — including where the answer does not help us.
12.Going to your card issuer or your bank instead
If you cannot resolve something with us, you are not out of options, and we are not going to pretend you are. Two routes run through the people who moved the money rather than through us.
Section 75. If you paid by credit card, section 75 of the Consumer Credit Act 1974 may make your card issuer answerable alongside us. Where you have a claim against a supplier for breach of contract or misrepresentation, and the purchase was financed by the credit agreement, you have the like claim against the issuer, and the two of them are jointly and severally liable to you. In practice that means you can pursue the issuer directly rather than us. Two limits sit in section 75(3)(b), and they attach to the cash price of a single item rather than to what was charged to the card: the claim is excluded where that price does not exceed one hundred pounds, and excluded again where it is more than thirty thousand pounds. Both edges are tighter than they sound, so a transfer at exactly the lower figure is outside it. Section 75 does not reach a debit card, because it works through a credit agreement and a debit card involves no credit. The Act sets no time limit of its own; your issuer can tell you what otherwise applies.
Chargeback. Chargeback is not a legal right. It is a set of rules made by the card schemes — American Express, Mastercard, Visa — under which your card provider asks for the money back from the other bank. UK Finance, the card industry’s own trade body, puts it in those terms and adds that there is no guarantee the money can be recovered that way. Two practical differences from section 75 follow. Chargeback is open on debit as well as credit cards, which matters because section 75 is not. And it runs to time limits set by the scheme rather than by law, which is why it is worth asking your bank early what yours are: we will not print a number here that we have not read in a scheme’s own published rules.
If your bank asks us for evidence about a disputed payment, we answer it. We give them the Booking Confirmation and the record of the job as they stand — which is also why it is worth telling us your side first, so that the record they see has your account in it as well as ours.
13.If you think a decision of ours is wrong
Say so. A refund decision of ours is not final and it is not meant to sound like it.
Write to bookings@globalairporttaxi.com with your booking reference and what you think is wrong. Under clause 18 of the Terms, Complaints and disputes we acknowledge a complaint and come back to you with an answer and the reasoning behind it — not a decision on its own, because a decision without reasons cannot be argued with, which is rather the point of giving them.
If our answer does not settle it, ask for it to be looked at again by somebody who was not involved the first time. That is not a formality: a second reading of the same file by the same person is not a review.
When we give you our answer to a complaint, section 308 of the Digital Markets, Competition and Consumers Act 2024 requires us to tell you at the same time about any alternative dispute resolution scheme we are required to take part in — by legislation, by our own contract terms, or by some other arrangement we are party to. That duty began on 6 April 2026, the day Schedule 27 to the same Act revoked the 2015 Regulations that governed it before. We mention this because a great many policy pages still point customers at the European Union’s online dispute resolution platform: that platform closed and the Regulation behind it was repealed with effect from 20 July 2025, and the duty on United Kingdom traders to link to it had already fallen away on 31 December 2020. Sending you there would be sending you nowhere.
You can also take the matter to your card issuer or your bank at any point — section 12 — or to court. Nothing here is a condition of doing either.
14.Changes to this policy
This is version 2026.1 of the refund policy, which took effect on 22 October 2026.
Material changes are reflected in the version number above. If you want to know what changed between two versions, ask and we will tell you rather than leaving you to compare two long pages.
Questions about anything here go to bookings@globalairporttaxi.com, or through our contact page. The related pages are our Terms and Conditions and our cookies policy.
This policy is issued by:
- Trading name
- Global Airport Taxi
- Legal entity
- QMH Technologies Ltd
- Registered in
- England and Wales
- Company no.
- 13506378
- VAT no.
- GB 469 6859 13
- Registered address
- 10–16 Tiller Road, London E14 8PX, United Kingdom