Cancellations and Refunds

Plans change. We would rather you told us than worried about it, so the rules are short and there is no fine print underneath them.

The whole policy comes down to one line: tell us at least 12 hours before pickup and it costs you nothing.

Single rides

• More than 12 hours before pickup: cancel free of charge. Anything you have already paid comes back in full.
• Less than 12 hours before pickup: no refund. By then the driver has the slot held for you and has turned other work down for it.
• No-show: if nobody is at the pickup point and we have not heard from you, the fare stands.

We would rather move your ride than cancel it. Changing the time or the pickup address is free at any point, as long as we can still get a car to you.

Monthly packages

A monthly package is priced on the assumption that a seat is held for you every working day — roughly AED 160 a day return on the shared plan, against AED 170 for a single return trip. That gap only works because the seat is committed.

• Days you know about in advance can be paused. Tell us before the day starts — holiday, a week at another office, a public holiday you are travelling for — and those days are not lost.
• Days you simply do not travel are used. If the car comes and nobody is there, that day is gone; we held the seat and could not sell it.
• A started month is not refunded in cash. If you need to stop partway through — you move city, you change jobs — talk to us. We will work out what is fair rather than point at a clause.

Monthly packages cover Monday to Friday. Weekend trips are booked separately at the standard rate and follow the single-ride rules above.

When we cancel

Occasionally it is our fault — a driver is taken ill, a car fails its check, a road is closed. If we cancel and cannot get you another car in time, you get a full refund whatever the notice, and we will tell you as early as we know. That applies at 4am on the day just as much as it does a week out.

Airport transfers

Drivers monitor your flight number, so a delayed or early landing does not cost you the booking and does not count as a late cancellation — we simply move the pickup. A cancelled flight is not a cancelled ride until you tell us: message us as soon as you know and the 12-hour rule is applied from that point, not from the original schedule.

Group and event bookings

Larger bookings — a coach, several cars, a wedding or a conference — hold vehicles that cannot be re-sold at short notice, so their terms are agreed in writing before you pay anything. Whatever we agree there is what applies; nothing on this page overrides it.

How to cancel

Cancel in the same WhatsApp thread you booked in, so the times are on the record for both of us. A phone call or an email works too. Tell us your name and which ride you mean.

We confirm the cancellation back to you. If you have not had that confirmation, assume the car is still coming and chase us.

How long a refund takes

Money goes back the way it came. Cash is returned in cash or credited against your next ride, whichever you prefer. Card refunds and bank transfers usually land within a few working days, though the exact timing belongs to your bank rather than to us. Corporate accounts are credited against the next invoice unless you ask for the money back instead. If a refund has not reached you within a week, tell us and we will trace it.

If you are not happy

Tell us what happened. Refunds are not the only answer to a ride that went wrong, and we would rather hear it from you than read it in a review. Fares, what they include and how they are settled are on the payment options page; the wider terms of travelling with us are in the terms and conditions.