Refund Policy
Last updated 8 October 2026
How and when we refund a payment.
1. Paying the driver
Most journeys are paid to the driver at the end of the trip, so there is usually nothing to refund. If you believe you were charged more than the fare agreed when you booked, tell us within 14 days and we will investigate using the booking record and, where we agree, refund the difference by the method you paid or by bank transfer.
2. Business accounts
If an invoiced journey is disputed, tell us within 14 days of the invoice date. Agreed corrections are credited on the next invoice or refunded to the account holder.
3. Online payments
We do not currently take card payments through the website. If we introduce online payment, this policy will be updated to explain how refunds of online payments are made.
4. Your statutory rights
This policy does not affect your rights under the Consumer Rights Act 2015, including the right to a repeat performance or a price reduction where a service is not carried out with reasonable care and skill.
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.