Cancellations

Cancellations, changes and refunds

Separate cancellation terms for vehicle rentals and chauffeur-driven services, plus no-shows, flight disruptions, booking changes and refund processing.

Introduction

Executive Services provides both vehicle rental and chauffeur-driven transportation services. Because these services involve different operational commitments, separate cancellation terms apply. Please review the section applicable to your booking.
Sections 1 and 2 below are service-specific and never apply to the other service type.

1. Vehicle rental cancellations — vehicle rental cancellation tiers

These tiers apply only to self-drive vehicle rentals.
More than 72 hours before pickup: full refund of prepaid rental charges and any prepaid refundable security deposit.
24 to 72 hours before pickup: a cancellation fee equal to one day's rental charge applies; the remaining eligible prepaid rental charges are refunded, and any prepaid refundable security deposit is refunded.
Less than 24 hours before pickup: 50% of the rental charges are non-refundable; the remaining eligible rental charges are refunded, and any prepaid refundable security deposit is refunded subject to other amounts properly owing.
No-show: if the renter fails to appear or contact Executive Services within 2 hours following the scheduled pickup time, the rental charges are non-refundable. Where the vehicle was never released, any refundable security deposit is returned subject to other amounts properly owing.
Returning a vehicle early does not automatically qualify for a refund; any partial refund is at the sole discretion of Executive Services based on remaining duration, demand, ability to re-rent, and costs already incurred.

2. Chauffeur & transfer cancellations

These terms apply to chauffeur services, airport transfers, private transfers, point-to-point transportation, hourly chauffeur bookings, chauffeured tours, corporate transportation using a chauffeur, and other chauffeur-driven services.
More than 12 hours before the scheduled pickup: full refund of prepaid service charges; no cancellation fee.
Within 12 hours of the scheduled pickup: the applicable scheduled service is charged in full and is non-refundable.
No-show: the applicable scheduled service is charged in full.

3. Airport and flight disruptions

Where the airline cancels the passenger's scheduled flight and Executive Services is notified before the chauffeur is dispatched, the affected transfer may be rebooked at no additional transfer charge, subject to availability.
Flight delays are monitored where flight information has been provided at booking.
A normal flight delay is not treated as a customer cancellation.

4. No-shows

Vehicle rentals: failure to appear or make contact within 2 hours following the scheduled pickup time makes the rental charges non-refundable; any refundable security deposit is returned where the vehicle was never released, subject to other amounts properly owing.
Chauffeur and transfer services: the applicable scheduled service is charged in full.

5. Booking changes

Date, time, pickup location, destination, itinerary, vehicle and duration changes are subject to availability and may result in revised pricing.
Vehicle rentals: a change requested within 24 hours of pickup is treated as a cancellation and rebooking where a different vehicle is required.
Bookings containing multiple chauffeur transfers: each transfer is normally treated as an individual scheduled transportation service for cancellation purposes, unless the booking confirmation or signed service agreement states that the itinerary is treated as one package.
Cancelling one individual transfer does not automatically cancel unrelated future transfers in the same booking.

6. Refund processing

Approved refunds are issued to the original payment method through our processor.
Timing depends on your financial institution and is typically 5 to 10 business days.
Refund requests should be sent to our contact address with your booking reference.
Payment timing is set out in the Payments & Deposits Policy and is separate from these cancellation terms; a booking may require payment in advance even where these terms allow a refund.

7. Booking-specific terms

Where cancellation terms have been expressly agreed in writing for a specific booking, those terms control that booking.
The order of precedence is: (1) booking-specific written terms or the signed service agreement, (2) the applicable service-specific policy above, (3) the general website terms.
General terms never override a cancellation condition specifically agreed for a booking.

Document status

Last updated: August 2026

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