Plans change and we would rather know early than have a driver sitting outside. These windows are measured from the agreed pick-up time.
| When you cancel | You are charged | What we do |
|---|---|---|
| More than 12 hours before | Nothing | Full refund, back to your card within 5 working days. |
| 12 to 2 hours before | 50% | Half refunded. The driver has already turned down other work for that slot. |
| Less than 2 hours before | Full fare | No refund. The driver is committed and travelling. |
| No-show at pick-up | Full fare | See the waiting and no-show policy for how long we wait first. |
When you are refunded in full whatever the timing
- CABI cancels, for any reason.
- No driver arrives, or the driver is more than 30 minutes late.
- The vehicle that arrives is not what was booked — no wheelchair access when it was requested, or too small for the passengers and luggage agreed.
- Your flight is cancelled by the airline and we are collecting you from or taking you to the airport. Send us the airline notice and the cancellation charge is waived.
- A weather or public-safety event makes the journey unsafe. Nobody is charged for a red warning.
Changes rather than cancellations
Changing the time or the address is free more than 2 hours before pick-up, as long as the new journey is broadly comparable. If the change makes the journey materially longer, we requote and you pay only the difference. If it makes it shorter, we refund the difference. We do not profit from a change of plan.
If we cancel on you
You are refunded in full and, where it is a CABI failure rather than a safety issue, we cover the reasonable cost of getting you there by other means, up to the value of your fare. Tell us what it cost and we will settle it.