Cancellation policy

Open your ride page (the link in your confirmation email, or from Your account if you're signed in) and tap Cancel ride. It tells you before you confirm whether the cancellation is free.

• Before a chauffeur has accepted your ride: always free.
• Rides booked for a set time (including airport transfers and hourly hire): free up to 1 hour before pickup.
• "Ride now": free within 2 minutes of a chauffeur accepting.

Once a chauffeur has accepted your ride, cancelling outside the free times above costs a fixed fee, the same for “Ride now” and booked rides. It goes to your chauffeur for their time, and it's never more than you paid:

• £3.90 for Standard Saloon, MPV,
• £8.00 for Executive Saloon, Executive SUV, Business Van.

If your chauffeur had already arrived and paid waiting time had started, that is added. Everything else you paid is refunded automatically: to your card, and any wallet points you used go back to your wallet. Your ride page shows the exact amount before you confirm.

The fee is waived if your chauffeur is more than 5 minutes later than the time they promised (the arrival time shown when they accepted a “Ride now”, or your booked pickup time).

Waiting is free for the first 10 minutes (15 minutes for business accounts, 60 minutes at airport pickups), counted from your booked pickup time or from when your chauffeur arrives, whichever is later. After that, each full minute until you're on board is charged:

• 35p a minute for Standard Saloon, MPV,
• 55p a minute for Executive Saloon, Executive SUV, Business Van,

up to 60 minutes. All of it goes to your chauffeur. Your ride page shows the waiting time counting live, and it's added to your receipt. If you've saved a card on your account it's paid automatically when the ride ends; otherwise pay it by card from your ride page after pickup. You can book your next ride once it's paid. Waiting is only charged at the pickup, never at your drop-off, and there's no waiting charge on hourly hire, which already pays for your chauffeur's time.

If your flight number is on the booking, your chauffeur checks it and plans the pickup around your actual landing time.

If you haven't met your chauffeur and they can't reach you by phone or message after the free waiting time, they may leave. The ride is then a no-show: the cancellation fee above and the waiting time are charged, and the rest of what you paid is refunded automatically. If you think a no-show was recorded wrongly, tell us and we'll look into it.

• "Ride now": if no chauffeur accepts within 10 minutes, we cancel automatically and refund you in full.
• Rides booked for a set time: if we still haven't confirmed a chauffeur 15 minutes after your pickup time, we cancel automatically and refund you in full.
• If we have to cancel your ride for any other reason, you get a full refund.
• If your chauffeur hasn't arrived, report it from your ride page. We'll send another chauffeur if we can, or cancel and refund you in full.

Refunds go back to the card you paid with and usually appear within 3 to 5 working days, depending on your bank. Unpaid bookings are released automatically after 30 minutes, and you aren't charged.

Use Get help on your ride page, or email support@zayzaktransport.com. The full terms are in our terms of service.