Cancellation & Refund Policy

This Cancellation & Refund Policy applies to all bookings made through the London Express Drive Ltd website, mobile application, or through our booking team.

Booking Confirmation

No reservation is considered accepted until it has been confirmed by phone or email and the passenger has received a booking reference number.

Bookings made through the website or passenger app are subject to review by our office. If we are unable to accommodate the booking for any reason, we will notify the customer by email within 12 hours.

Cancellation Policy

Customers may cancel their booking by contacting London Express Drive Ltd via email or phone.

The following cancellation conditions apply:

• Cancellations made at least 4 hours before the scheduled pickup time may be eligible for a refund depending on the booking method and payment type.
• Cancellations made less than 4 hours before the scheduled pickup time will incur 100% of the booking charge.
• For journeys outside London, cancellations made less than 8 hours before the scheduled pickup time will incur the full booking charge.
• Coach bookings cancelled within 48 hours of the scheduled pickup time will be charged in full.
  

Refund Eligibility

Refunds may be issued under the following circumstances:

• The booking was cancelled at least 4 hours before the scheduled pickup time.
• The passenger missed their flight and informed the company in advance by phone or email.
• The cancellation request was confirmed by our team.

All refunds may be subject to a minimum administrative fee depending on the trip booked.

Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The passenger provided incorrect booking details, such as the wrong date, time, or flight number.
• The passenger leaves the airport or pickup location without informing the driver or contacting our office.
• The passenger fails to appear at the agreed pickup location.
  

Waiting Time Policy

• For airport pickups, London Express includes 45 minutes of free waiting time after the flight has landed. After this period, waiting time will be charged at £7.50 for every additional 15 minutes.
• For pickups within London (residential or business addresses), 10 minutes of waiting time is included from the scheduled booking time. After this period, waiting time will be charged at £7.50 for every additional 15 minutes.
• For pickups from addresses outside London, the driver will wait up to 30 minutes after the scheduled booking time. If the passenger cannot be contacted after attempts to call or ring the doorbell, the driver may be released and the full booking charge will apply.
  

Amendments to Bookings

Changes or amendments to existing bookings may incur additional charges depending on the nature of the modification.

Customers are advised to contact London Express Drive Ltd as soon as possible if they need to update their booking details.

Pricing Changes

London Express Drive Ltd reserves the right to update or change pricing without prior notice.

All prices displayed on the website and mobile application are subject to VAT (20%), and airport drop-off, collection, or parking fees may apply where applicable.

Contact

For cancellations, booking changes, or refund requests, please contact us:

Email: info@londonexpressdrive.com
Company: London Express Drive Ltd