This policy is part of our Terms and Conditions.

1. How your payment works

When you book online, we place a hold on your card or PayPal account. Nothing is taken until we approve your booking. If we reject a booking, or cannot accept it, the hold is released and you are not charged. Once we approve, the fare is taken.

2. Cancelling a confirmed booking

• More than 24 hours before the pickup time: Nothing. A full refund of anything already taken
• Between 24 and 12 hours before the pickup time: 50% of the fare
• Less than 12 hours before the pickup time, or after the pickup time: 100% of the fare
• No-show (we cannot find or reach you at the pickup): 100% of the fare

To cancel, email bookings@royalexecutivetaxis.com with your booking reference, or call +44 (0) 20 8191 3740. The time we receive your cancellation is what counts.

3. Changing a booking

• Date or time: free of charge if both the original pickup time and the new pickup time are more than 24 hours away when you ask. Changes that fall inside 24 hours are treated as a cancellation under section 2 and a new booking, subject to availability.
• Pickup or drop-off location: if the route changes noticeably, the fare may change. We will tell you the new fare and you must agree to it before the change takes effect.

4. If your flight is cancelled or delayed

If the airline cancels your flight or it is heavily delayed, we do not charge you. We will reschedule your pickup to when the flight arrives, or to the next day, and continue to monitor the flight. Please tell us as soon as you know.

5. If we cancel

If we cancel a booking for any reason, you receive a full refund, and we will help you find an alternative where we can.

6. Waiting time and extras

Waiting time and any agreed extras are charged as set out in the Terms and Conditions (airport pickups include 30 minutes from the requested pickup time, then £7 per 15 minutes or part thereof).

7. How refunds are paid

Refunds go back to the card or PayPal account you paid with, through our payment providers. Refunds usually take 5 to 10 working days to appear, depending on your bank or PayPal. That timing is set by them, not by us.

8. Questions or complaints

Email bookings@royalexecutivetaxis.com. We will reply within 5 working days.