Booking & Refund Policy
This Booking and Refund Policy explains how to place and manage a booking with Friends Cars, what our cancellation terms are, and when a refund may be due. It supplements our full Terms and Conditions. By making a booking, you agree to this policy.
1. How to book
You can book a taxi or airport transfer with Friends Cars using any of the following methods:
- Phone (24/7): 01342 618082
- Email:
- Website: www.friendscars.co.uk
- WhatsApp or web chat: available via the website
Please have the following information ready when booking: pickup address and postcode, destination address or airport terminal, travel date and time, number of passengers, volume and type of luggage, and, for airport pickups, your inbound flight number and airline.
2. Booking confirmation
Your booking is only confirmed once you receive a written or verbal confirmation from Friends Cars. This may arrive by phone, SMS, email or through our website booking system. Please save your booking reference and check all details are correct. Friends Cars is not responsible for errors in passenger-provided information.
If you do not receive a confirmation within two hours of a pre-booked journey (for same-day or next-day bookings, within 30 minutes), please contact us immediately on 01342 618082 to verify.
3. Amending a booking
To change your pickup time, address, destination or vehicle type, please contact us as soon as possible. Amendments are subject to availability and may result in an adjusted fare. Amendments made with less than 3 hours’ notice before the scheduled pickup may not always be possible, and late-notice changes that cannot be accommodated will be treated as a cancellation.
4. Cancellation policy
To cancel a booking, please call 01342 618082 or email with your booking reference and the reason for cancellation as soon as possible.
| Cancellation timing | Refund eligibility |
|---|---|
| More than 24 hours before scheduled pickup | Full refund |
| Between 3 and 24 hours before scheduled pickup | Partial refund (50%) |
| Less than 3 hours before scheduled pickup | No refund |
| After driver has been dispatched | No refund |
| No-show (passenger not present at pickup) | No refund |
Note: For airport, cruise port or special event bookings, the minimum cancellation notice required for a full refund is 48 hours before the scheduled pickup, due to the pre-arrangement costs involved.
5. Refund eligibility
Where a refund is due, it will be processed using the original payment method within 5–10 business days. The following deductions may be applied where applicable:
- Any airport parking or terminal access charges already paid or committed on your behalf.
- Non-recoverable card processing fees (typically 1.5–3%).
- Pre-arranged specialist vehicle or equipment costs (e.g. wheelchair-accessible vehicle pre-booking).
Cash payments that are eligible for a refund will be returned by bank transfer. Please provide your account details when requesting a cash payment refund.
6. No-show policy
A no-show occurs when the passenger is not present at the agreed pickup location within the standard grace period and has not contacted Friends Cars to advise of a delay. For local pickups, the grace period is approximately 10 minutes from the agreed pickup time. For airport arrivals, the grace period begins from the actual landing time (as tracked by our flight monitoring system).
Where a no-show is confirmed, the driver will wait for the grace period, attempt to contact the passenger, and then leave if no contact is made. No refund will be given for a no-show. If you are running late, please call 01342 618082 immediately.
7. Driver or company cancellations
In the unlikely event that Friends Cars is unable to fulfil a confirmed booking due to circumstances on our side — such as a vehicle breakdown, unavoidable driver emergency or extreme weather — we will contact you as soon as possible and will either arrange an alternative vehicle or provide a full refund of any amount paid. We will not charge for journeys that we are unable to complete.
8. Airport, cruise port and event bookings
Airport transfer bookings require your full flight details at the time of booking. For outbound (departure) flights, we plan your pickup time based on your scheduled departure. Please ensure you have allowed enough time for check-in, security and any airline-specific requirements — Friends Cars follows standard industry guidance on recommended lead times, but the final responsibility for flight readiness rests with the passenger.
For inbound (arrival) flights, we track your flight in real time. If your flight is delayed, your driver’s arrival will be adjusted accordingly, at no extra charge, provided the delay is not more than 2 hours beyond the scheduled arrival time. Delays beyond 2 hours may incur an additional waiting charge.
For meet-and-greet airport collections, the driver will wait in the arrivals hall with a name board. Additional parking charges beyond the included period will be passed to the passenger at cost.
9. Waiting charges
Standard waiting time included in the fare:
- Local pickups: 10 minutes from the agreed pickup time.
- Airport arrivals (kerbside): 30 minutes from actual landing time.
- Airport arrivals (meet and greet): 45–60 minutes from actual landing time.
After the included period, waiting is typically charged in increments. Please ask for the current rate at the time of booking. Where the driver waits significantly beyond the included period at the passenger’s request, the additional charge will be added to the final fare.
10. Advance payment and deposits
For long-distance journeys, large-vehicle bookings, corporate accounts and certain event transfers, a deposit or full advance payment may be required to secure the booking. The deposit amount will be advised at the time of booking. Deposits are non-refundable where cancellation occurs with less than 24 hours’ notice (or less than 48 hours for airport and special event bookings).
11. How to request a refund
To request a refund, please contact our team with:
- Your booking reference number.
- The date and time of the scheduled journey.
- The reason for the cancellation or refund request.
- Your preferred refund method (original card or bank transfer).
Phone (24/7): 01342 618082
Refunds are processed within 5–10 business days of approval. Card refunds may take an additional 3–5 business days to appear in your account depending on your card issuer.
12. Dispute resolution
If you believe a charge has been applied incorrectly or wish to dispute a cancellation decision, please contact us with your booking reference and a description of the issue. We will review the matter and respond within 5 business days. If you remain dissatisfied with our response, you may seek advice from Citizens Advice, your card provider (under Section 75 of the Consumer Credit Act or chargeback rights), or the relevant local licensing authority.
Last reviewed April 2026. This policy may be updated from time to time. The current version is always available at www.friendscars.co.uk.
Contact us
Our team is available 24 hours a day, 7 days a week to assist with bookings, amendments and cancellations:
Lingfield, Surrey, RH7 6LL
