Money-back-if-late guarantee — what it covers, what it excludes, how we pay it out
Our money-back-if-late guarantee is the cleanest commitment we offer: if the booked car is more than 10 minutes late and the delay is not caused by a road closure outside our control, you pay nothing. The clause covers airport pickups, station meets, wedding work, and corporate runs. Below is exactly how it works.
What “money-back-if-late” actually means
If we cause you to miss a check-in window, your fare is refunded. We have paid out four times in sixteen years. Most operators do not write this guarantee down. We do — it is on every quote, every email, every WhatsApp confirmation.
What “our fault” means
The guarantee covers driver-side delays: late dispatch, wrong route, vehicle breakdown without backup. It does not cover M25 closures from accidents, weather events, your own delay getting in the car, or check-in queues that move slower than published. We are explicit about this — vague guarantees are worse than none.
The four payouts in 16 years
Three were vehicle breakdowns where the backup arrived too late. One was a driver who took the wrong M25 spur and ate 18 minutes. In every case we refunded the fare in full and paid for the rebooked flight. We do not haggle. The reason the number is four and not forty is the dispatch redundancy: every airport job has a backup driver on standby within 15 minutes.
How to claim
If you miss your check-in because of us, message dispatch on WhatsApp from the airport. We refund the fare to your card within 24 hours. If you incurred a re-flight cost, send us the receipt — we cover it up to the published market rate.
How we plan against being late
Lateness is nearly always a planning failure rather than a driving failure, so most of the work happens before the day. Airport runs are timed backwards from the check-in desk rather than forwards from your front door, and the buffer is set against the known bad hour on that corridor rather than an average taken across the week.
Drivers are allocated the evening before rather than in the morning scramble, which means the car that arrives is the car that was planned. If a job is running against traffic that has changed since it was quoted, dispatch moves the pickup earlier and tells you. A message at 21:00 is worth considerably more than an apology at 05:00.
Flight arrivals are tracked, so an early landing and a two-hour delay both move the pickup without you having to call and explain.
FAQ
Does it apply to chauffeur work too?
Yes — same guarantee on every chauffeur transfer. Late to a boardroom = fare refunded.
What’s the time threshold?
If we are at your door more than 10 minutes after the booked pickup, the refund clock starts. If you miss your flight as a direct result, full payout.
Is this a limited-time offer?
No. It is permanent and applies to every booking, no caveats, no T&Cs in tiny print.