Refund & Cancellation Policy
Last Updated: November 2025
At VIP Taxi Group, we understand that plans can change. Our Refund & Cancellation Policy ensures fairness for both customers and drivers. Please read carefully before booking.
1. Free Cancellation Window
- You can cancel your booking free of charge up to 2 hours before your scheduled pickup time.
- For long-distance rides or airport transfers, free cancellation applies up to 4 hours before pickup.
2. Late Cancellation Charges
If you cancel after the free cancellation window:
- Within 2 hours of pickup time:
A cancellation charge of 50% of the total fare will apply. - Driver already dispatched / arrived at pickup:
A cancellation charge of 100% of the fare will be applied.
3. No-Show Policy
A “No-Show” is when the passenger:
- Is not present at the pickup location,
- Is unreachable on provided phone/WhatsApp,
- Is more than 15 minutes late without notice.
No-show charges: 100% of the fare.
4. Refund Processing
If eligible for a refund:
- Refunds will be processed within 5–7 working days.
- Refunds will be issued to the original payment method.
5. Airport Transfer Cancellations
- If the flight is delayed or rescheduled, you must inform us as soon as possible.
- Cancellations due to incorrect flight information will be treated as a late cancellation.
- Parking and waiting charges (if incurred) are non-refundable.
6. Changes to Booking
Changes to pickup time, address, or vehicle type are subject to availability.
If these changes cannot be accommodated and the booking is cancelled, standard cancellation rules apply.
7. Circumstances Beyond Our Control
No refunds will be issued for delays caused by:
- Traffic
- Weather
- Road closures
- Security checks
- Airline delays not communicated in time
8. Contact for Cancellations & Refunds
Booking@viptaxigroup.co.uk
(+44) 07379 188080
viptaxigroup.co.uk