Cancellations
Cancel a booking or ask for a refund
Cancel more than 24 hours before pickup and you are refunded in full. Closer than that, part of the fare may be retained — the operator has committed a car and a driver to your slot.
Request a refund
Use the payment reference from your card statement or your confirmation email, together with the email address you booked with.
Don't have the transaction ID?
Email us from the address you booked with, quoting your booking reference (it starts with HL), and we'll handle it by hand. Contact us.
What you get back
- More than 24 hours before pickup — full refund to your original payment method.
- Within 24 hours of pickup — we may retain part or all of the fare.
- No-show with no contact — the fare is not refundable.
- Cancelled or diverted flight — if you gave us the flight number and it was the airline's doing, we rebook or refund you.
This is a summary. The full wording is in section 5 of the terms, and your statutory consumer rights apply on top of it.