Cancellation & No-show Policy
Last updated 8 October 2026
Plans change. This policy explains how to cancel or change a booking with Chiswick Express and when a charge may apply.
1. How to cancel or change
Call us on 020 8987 9999 as soon as you know. Please have your booking reference or the telephone number the booking was made under. Changes to time, address or vehicle are usually free when we have enough notice to re-plan the journey.
2. Free cancellation
Cancel before a driver has been dispatched to your pickup and there is nothing to pay. For pre-booked journeys, cancelling at least one hour before the pickup time will normally fall within this.
3. Late cancellation
If you cancel after a driver has been dispatched and is on the way, or within a short time of the pickup, we may charge a reasonable fee to cover the driver's time and fuel, up to the fixed fare for a short local journey. We will always tell you if a fee applies.
4. No-shows
If the driver arrives, waits for the grace period, and we cannot reach you on the number given, the booking may be treated as a no-show and charged in the same way as a late cancellation. For airport pickups, the waiting allowance agreed when you booked applies; waiting beyond it may be charged at our standard waiting rate.
5. If we cancel
Very occasionally we may have to cancel, for example because of a vehicle breakdown or severe weather. We will tell you as early as possible, offer an alternative vehicle or time wherever we can, and you will not be charged for a journey we could not provide.
6. Business accounts
Cancellation terms for business accounts are set out in the account agreement and may differ from the above.
Chiswick Express Car Group Limited, company number 17351997, registered in England and Wales at 559 Chiswick High Road, London, W4 3AY. TfL Private Hire Operator Licence 12088.