Cancellation & Refund Policy
We understand that plans can change. The following cancellation terms apply to confirmed bookings with Sterling Chauffeurs. A quotation request alone does not constitute a booking.
Cancellation charges
| Notice received before scheduled pickup | Cancellation charge |
|---|---|
| More than 24 hours | No cancellation charge |
| 12 to 24 hours | 50% of the agreed fare |
| Less than 12 hours | 100% of the agreed fare |
| No-show | 100% of the agreed fare |
How to cancel
Please email [email protected] with your name, journey date and booking reference (if provided). Cancellation notice is measured from the time we receive your email to the scheduled pickup time, using UK local time. We will acknowledge your request as soon as practicable.
Refunds
If you have paid in advance, any amount refundable after the applicable cancellation charge will be returned to the original payment method where possible. Processing times depend on your payment provider. If you have not paid in advance, any applicable cancellation charge may be invoiced in accordance with the terms accepted when the booking was confirmed.
Changes to a booking
Contact us as early as possible to request changes to pickup times, locations or journey details. Changes are subject to availability and may require a revised quotation. If a requested change cannot be accommodated, the cancellation terms for the existing confirmed booking will apply unless we agree otherwise.
Local pickups: waiting time and no-shows
For local pickups, we allow a complimentary waiting period of 15 minutes from the agreed pickup time. If the passenger has not arrived at the agreed pickup location and has not contacted the chauffeur or Sterling Chauffeurs within those 15 minutes, we may mark the booking as a No-Show and charge 100% of the agreed journey fare. No refund is due for a correctly classified No-Show, subject to applicable law.
If you expect to be late, please contact your chauffeur or Sterling Chauffeurs before the 15-minute period ends. Any additional waiting is subject to chauffeur availability and charges agreed with you. This local pickup rule does not automatically apply to airport arrivals, for which the waiting arrangements in your booking confirmation apply.
Other no-shows
For airport and other pickups, the waiting period and no-show arrangements will be stated in your booking confirmation. Please contact us promptly if you are delayed.
Our cancellation of a booking
If we cancel a confirmed booking and cannot provide an agreed alternative, we will refund any amount paid for the cancelled service. This does not affect your statutory rights.
Important information
These terms are intended for confirmed bookings and should be read alongside your individual quotation and booking confirmation. Any separately agreed written terms take precedence where lawful. Nothing in this policy limits rights that cannot legally be excluded under UK consumer law.
Policy version: 19 October 2026. Please review these business terms before publishing and ensure they match your actual booking and payment practices.